Service conditions

1. Payment first

Onboarding and staff training fees are due before login credentials are issued. Monthly or annual AMC is due by the invoice date. After 7 days’ written notice of non-payment, desk access may be suspended until the account is current.

2. Named contacts only

Each property may register a maximum of two authorised callers or WhatsApp numbers. Support for other callers is redirected to documentation or the authorised contacts.

3. Support hours

Standard support is available Mon–Sat 09:00–18:00 (Bhutan time). Outside those hours we only treat true emergencies: payment gateway failure or complete login outage.

4. Fair use

After training, included how-to support is about 4 hours per month per property. Extra time is billable at BTN 1,500 per hour after written notice. Retraining because staff did not attend or follow training is a paid refresher, not free support.

5. No abuse

Insults, threats, or harassment of Fame Digital or distributor staff are not tolerated. Support may be limited to critical outages; repeated abuse may result in account suspension.

6. Your duties

You must provide accurate room counts, tax details, and bank payment proof; keep trained staff on the desk; not share owner passwords; and report software defects with clear steps or screenshots.

7. What we fix for free

Confirmed software defects are fixed at no charge. Operational advice, data entry, “do night audit for us,” OTA dispute handling, and third-party hardware issues are out of scope or paid separately.

8. Your data

You own your hotel data. Exports are available while AMC is current. One-time onboarding and training fees are non-refundable once go-live has started.

9. Room band honesty

If live room units exceed your package band, you must upgrade within 30 days or we may soft-lock adding more rooms until you do.

10. Distributor first

If your hotel is under a partner office, contact that partner first. Fame Digital is for escalation — not a second helpdesk for the same request.