Legal
Terms of Service
The agreement between you and Zestli — what you can expect, and what you agree to, when you plan and book with the concierge.
These Terms of Service (“Terms”) are a binding agreement between you and Zestli, Inc. (“Zestli”, “we”, “us”) and govern your use of the website at zestli.ai, the app at app.zestli.ai, our mobile apps, and the services offered through them (the “Service”). By using the Service you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Service.
1. Agreement & eligibility
You must be at least 18 years old and able to enter a binding contract to use the Service. You may browse and plan as a guest; some actions (such as booking or durably saving a trip) require an account. You are responsible for activity under your account and for keeping access to your email and second factor secure.
2. What Zestli is
Zestli is an AI travel concierge. When you use it you are interacting with an AI system, not a human. It composes destinations, itineraries, day stories, and recommendations, and helps you book real stays and experiences with independent operators. The Service is a planning and booking tool — it is not a travel agent giving professional advice, and it is not the provider of the travel services themselves (see §5).
3. AI-content disclaimer
Itineraries, destinations, day stories, and recommendations are AI-generated and provided on an “as is” basis as informational suggestions. They are not professional travel, legal, medical, immigration/visa, or financial advice, and they may contain errors or omissions. You should independently verify anything you rely on — in particular time-sensitive or safety-critical facts such as opening hours, prices, availability, entry and visa requirements, and health and travel advisories — before you act on it. Zestli does not fabricate prices, reviews, or availability; price and availability fact-lines are drawn from third-party supply data and are indicative until confirmed by the operator at booking. Nothing in this section limits the rights described in §15 that cannot be excluded by law.
4. Reviews, ratings & ranking
Where we show traveler reviews or ratings, they come from real travelers or third-party sources and are not generated or authored by our AI. AI-composed editorial (such as a day story or a recommendation) is Zestli’s own suggestion and is labeled as such — it is not a consumer review. Where we summarize real reviews, we label the summary and aim to represent them faithfully, including less positive feedback.
We suggest and rank destinations, stays, and experiences using factors that include their fit to the preferences and trip context you give us, your interactions with the Service, availability and price, and operator quality signals. We do not accept payment to misrepresent a recommendation; if any placement is ever sponsored, we will label it clearly.
5. Our role — a disclosed agent, not the supplier
Zestli, Inc. acts solely as a disclosed agent and technology intermediary that helps you discover, compose, and book travel services. The travel services themselves — stays, experiences, and any other operator services — are supplied by independent third-party operators, not by Zestli. When you book, you enter a separate contract directly with the relevant operator, and the operator (through our payment processor) is the merchant of record for your payment. Zestli does not take title to, resell, or take possession of those services or of your payment for them, and is not the principal supplier. The operator’s own terms and cancellation and refund policies govern each service. Except where a mandatory law (such as a seller-of-travel statute or a package-travel regime) places responsibility on us — in which case that law controls — Zestli is not a party to, and does not guarantee the performance of, the operator’s contract.
6. Booking terms
- A booking is a request to the operator; it is confirmed only when the operator (or our system on the operator’s behalf) confirms it.
- Prices and availability are subject to operator confirmation and may change until confirmed.
- You are responsible for the accuracy of the booking details you provide (names, dates, guests) and for meeting the operator’s requirements.
- You are responsible for ensuring you hold valid travel documents and meet passport, visa, and health/entry requirements for your destination. Check the official sources for your nationality before you travel.
- We strongly recommend comprehensive travel insurance covering cancellation, medical care, and repatriation. Zestli does not provide insurance.
7. Consumer-travel disclosures
Your payment for an operator’s services is processed directly to that operator through our payment processor; Zestli, Inc. does not take possession of those funds and does not hold them in a client trust account.
US Seller-of-Travel registrations
Bookings are not yet open. Before bookings open to residents of California, Florida, or Washington, Zestli, Inc. will obtain the applicable Seller of Travel registrations and publish the registration numbers here (California CST, Florida ST, Washington registration). Registration as a seller of travel does not constitute approval by the State of California. Upon cancellation of travel services where you are not at fault and have not cancelled in violation of terms previously disclosed to and agreed by you, all sums paid to Zestli, Inc. for services not provided will be promptly refunded to you, unless you advise us otherwise in writing after cancellation.
Packages & combinations (EU / UK travelers)
For travelers in the EU/EEA and the UK, Zestli, Inc. acts as an intermediary that helps you book individual travel services supplied by independent operators, each under a separate contract and at a separate price. Where a combination of services you select does constitute a “package” or a “linked travel arrangement” within the meaning of the EU Package Travel Directive (2015/2302) or the UK Package Travel and Linked Travel Arrangements Regulations 2018, you will be given the applicable standard information form and the required insolvency protection before you are bound.
Air travel
Zestli, Inc. does not sell, issue, or act as agent for air transportation. Any flight information is provided for reference only, and any flight you book is a separate transaction with the airline or third party with whom you contract directly.
8. Payments
Payments are processed by Stripe. Zestli never receives or stores your card data. Prices are shown in the displayed currency; taxes and fees may apply and are shown before you pay. Any Zestli service fee, where charged, is disclosed before payment. For cards issued in the European Economic Area or the United Kingdom, your bank may require additional verification (Strong Customer Authentication / 3-D Secure) before a payment completes — a regulatory requirement that may briefly redirect you to your bank.
9. Cancellations, changes & refunds
Cancellation, change, and refund terms are set by the operator and are presented before you book; they govern your booking alongside the protections in §7. Because the operator is the merchant of record, refunds and payment disputes (including chargebacks) are resolved with the operator and the payment processor under their policies and card-network rules. Contact us first at hello@zestli.ai and we will help facilitate.
10. Your account
You can browse and plan as a guest. An account is required only at the commitment boundary (booking or durable save) and uses passwordless magic-link email plus a second factor (MFA) — there is no social login. You may delete your account and personal data at any time, from inside the app or at Manage your data; deletion is permanent, subject to the limited records we must retain for legal and financial reasons (see the Privacy Policy). We may suspend or close accounts that breach these Terms or where required by law.
11. Acceptable use
Use the Service lawfully and in good faith. Do not: abuse, overload, or attempt to circumvent rate limits or security; scrape or harvest data at scale; reverse-engineer or misuse the AI (including to generate unlawful, infringing, deceptive, or harmful content); impersonate others; or use the Service to break the law or harm others. We may limit, suspend, or end access for violations.
12. Your content & feedback
You keep ownership of the content you provide (your prompts, preferences, and trip data). You grant Zestli the limited licence needed to operate the Service for you — to store your content, compose your trips, and process your bookings. If you believe content on the Service is unlawful or infringes your rights, tell us at hello@zestli.ai and we will review and act as appropriate. Any suggestions or feedback you send us may be used without obligation to you.
13. Intellectual property
Zestli, its name and marks, software, design system, and editorial content are owned by Zestli, Inc. or its licensors and are protected by law. Photography is licensed and credited (see Image credits). We grant you a personal, non-exclusive, non-transferable right to use the Service for your own travel planning; you may not copy, resell, or exploit it beyond that. Your trip content remains yours.
14. Third-party services & links
The Service relies on and links to third parties — operators, our payment processor, and others. Their services are governed by their own terms and policies, which you should review. Zestli is not responsible for third-party services except as set out in these Terms or as required by law.
15. Disclaimers & limitation of liability
To the maximum extent permitted by law, the Service and its AI-generated content are provided “as is” and “as available,” without warranties of any kind (including fitness for a particular purpose, accuracy, or non-infringement). We are not liable for the acts or omissions of independent operators, or for indirect, incidental, special, or consequential losses. Where liability cannot be excluded, our total liability to you for any claim relating to the Service is limited to the greater of the fees you paid to Zestli for the booking giving rise to the claim or USD 100.
Nothing in these Terms excludes or limits liability that cannot be excluded by law. This includes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, and the mandatory consumer-protection and statutory rights you have where you live (including, for EU/EEA and UK consumers, your statutory rights, and rights under the seller-of-travel and package-travel regimes referenced in §7). Those rights are unaffected by this section.
16. Indemnity
To the extent permitted by law, you agree to indemnify Zestli, Inc. against claims and costs arising from your misuse of the Service, your breach of these Terms, or your violation of law or the rights of others. This does not apply to the extent a loss is caused by us, and does not affect your mandatory consumer rights.
17. Force majeure
Neither Zestli nor an operator is liable for failure or delay caused by events beyond reasonable control — including natural disasters, severe weather, strikes, war or civil unrest, epidemics or pandemics, and government action. Refunds for affected bookings follow the operator’s and carriers’ policies and applicable law.
18. Governing law & dispute resolution
These Terms are governed by the laws of the State of Delaware, United States, without prejudice to mandatory consumer protections in your country of residence. We hope to resolve any issue directly — please contact hello@zestli.ai first.
Arbitration (US residents). If you reside in the United States, you and Zestli agree that disputes not resolved informally will be settled by binding individual arbitration administered by the American Arbitration Association under its Consumer Arbitration Rules, on an individual basis — class actions and class arbitrations are waived. You may instead bring an eligible claim in small-claims court. You may opt out of arbitration within 30 days of first accepting these Terms by emailing hello@zestli.ai with “Arbitration opt-out” and your account email.
EEA / UK consumers. Nothing in this section deprives you of the protection of mandatory provisions of the law of your country of residence, or of your right to bring proceedings in the courts of your country of residence. The arbitration and class-waiver terms above do not apply to you to the extent they conflict with those mandatory rights.
19. Changes & contact
We may update these Terms; material changes are posted here with a new effective date and, where appropriate, notified to you. Continued use after a change means you accept it. These Terms were last updated on 4 June 2026. Contact: hello@zestli.ai. Zestli, Inc., Delaware, United States. EU legal representative: to be designated before bookings open to EU travelers (GDPR Art. 27 / DSA Art. 13).