Arrive is run by Arrive Technologies Limited (“we” or “us”), registered in England and Wales with company number 14502127. These Terms cover usearrive.com, app.usearrive.com, our iPhone and Android apps and anything else we run under the Arrive name (together, “Arrive”).

By creating an account or using Arrive, you agree to these Terms. They’re a legally binding agreement between you and us. If you don’t agree, please don’t use Arrive.

Our Privacy Policy explains how we look after your personal data. It’s a separate notice rather than part of this agreement, so please read it too.

A few words we use:

• Hotels: hotels and other places that host creatives on Arrive (called Destinations in the app).
• Creatives: photographers, videographers, models and other creative professionals who use Arrive.
• Partnership: a stay agreed on Arrive, where a hotel gives a creative a stay or other benefits and the creative makes and delivers content in return.
• Content: anything you put on Arrive, including your profile, messages, voice notes, photos and videos. Content a creative delivers to a hotel for a Partnership is Partnership Content.

“Including” means “including but not limited to”.

• Age: Arrive is only for people aged 21 or older who can legally make a contract. If we find someone under 21, we’ll close their account and delete their data.
• Using Arrive for a business: if you use Arrive for a hotel or other business, you confirm you’re allowed to accept these Terms for it, and “you” includes that business.
• True details: give accurate information about yourself, your work or your hotel, and keep it up to date. Don’t pretend to be someone else.
• Security: you sign in with a code we email you or a passkey. Keep your email account safe, never share a sign-in code, and tell us straight away if you think someone else has got into your account. You’re responsible for what happens on your account, unless it’s our fault.
• One account: one account per person and per hotel, unless we agree otherwise. Don’t open another account to get round a suspension.
• Teams: a hotel can add colleagues to its team. The hotel decides who to add, is responsible for what they do on Arrive, and should remove people who no longer work with it. If a hotel is part of a group on Arrive, the group’s team can also see and act for each hotel in the group, and the group is responsible for what they do.
• No transfers: you can’t sell or hand over your account without our written agreement. If a hotel changes owner, talk to us.

Arrive is a marketplace. We help hotels and creatives find each other, talk, plan stays and share content. We give you a personal, non-transferable right to use Arrive for that, as long as you follow these Terms.

Arrive is not part of your Partnership. Each Partnership is an agreement between the hotel and the creative. We’re not an employer, agent, talent or model agency, travel agent, broker, landlord or insurer for either side, we don’t negotiate or book work for anyone, and nothing in these Terms makes us partners or employer and employee with anyone.

We work hard to bring great hotels and creatives to Arrive, but we don’t control or guarantee:

• the safety, quality or suitability of any hotel, stay or experience;
• the quality or style of any creative’s work;
• that profiles, Travel Plans or messages are accurate;
• that a Partnership will go ahead or go well;
• how anyone behaves, online or in person.

We don’t run identity, background or criminal checks. Use good judgement, as you would with anyone new you work with, and take out the insurance you need (such as travel, health, equipment, property or liability cover). Arrive doesn’t insure anyone.

Some features link to other companies, such as Stripe for payments. Their own terms apply to those services, and we’re not responsible for them.

Agreeing a Partnership

A Partnership is agreed when one side sends a Partnership request on Arrive and the other accepts it. Before accepting, agree the key details in writing: the dates, what the hotel will provide (such as the room, nights, meals or experiences) and what the creative will deliver, and by when. If you agree anything by phone or elsewhere, confirm it in an Arrive message so you both have a record.

No money between hotels and creatives

Partnerships are an exchange of a stay for content. The hotel doesn’t pay the creative, and the creative doesn’t pay the hotel for what was agreed. Arrive doesn’t handle any payments between you. If you choose to add money to a deal, that’s between you, and we’re not responsible for it. A hotel must never ask a creative for a deposit or fee to get a stay.

Costs, tax and paperwork

• Unless you agree otherwise, the creative pays their own travel, visas, insurance, equipment and anything outside what the hotel agreed to provide. Arrive doesn’t pay or refund anyone’s expenses.
• Creatives work for themselves: a Partnership doesn’t make a creative the hotel’s employee.
• A stay or content received in exchange can have tax consequences. Each side is responsible for their own tax, insurance and any forms its local law requires.
• If you need extra paperwork, such as a waiver for a risky activity, a model release or a property release, sort it out between you. It mustn’t conflict with these Terms. We don’t provide or check these documents.

Changes and cancellations

The dates are fixed once a Partnership is accepted, so if plans change, agree it in messages, or cancel and send a new request. When the stay is done, the hotel marks it complete.

Only cancel for a good reason, and tell the other side as soon as you can. Late or repeated cancellations, or a creative leaving without delivering, can lead to your account being restricted or closed.

If a hotel cancels after a creative has booked non-refundable travel, we strongly encourage the hotel to put that right. Arrive isn’t responsible for losses from a cancelled Partnership.

Keep it on Arrive

Arrive is free for creatives and paid for by hotels’ fees. So you agree not to use Arrive to find a hotel or creative and then arrange a stay with them outside Arrive to avoid those fees. A call or a file transfer outside Arrive is fine, but for 12 months after you first meet a hotel or creative through Arrive, any stay you arrange with them must be confirmed on Arrive. If a hotel arranges one outside Arrive to avoid fees, we may charge the hotel the fee for that month, and we may restrict or close the account of anyone who helps avoid fees.

When things go wrong

We don’t referee Partnerships or enforce them like a court. If something serious happens, such as a no-show or misconduct, tell us. We may look into it, contact both sides and restrict or close an account that broke these Terms.

• Be accurate: describe your property, what you’re offering and what you’d like in return truthfully, including any house rules, restrictions or areas that are off limits.
• Keep it safe: make sure your property and anything you offer are reasonably safe, tell creatives about any known hazards in advance, get any permits needed for shooting on your premises, and keep suitable insurance for hosting creatives, such as public liability cover.
• No surprise costs: don’t charge a creative for anything that was part of the agreed stay. Make clear in advance anything they’d have to pay for.
• Keep your promises: provide what you agreed. If you really must change or cancel, tell the creative straight away and try to offer another date.
• Respect the work: use Partnership Content only as Section 7 allows, and keep a creative’s unpublished work and ideas confidential until they agree otherwise.
• Pay your fees (see Section 10).

• Deliver: make and deliver the content you agreed, in the agreed quality and format, by the deadline, through Arrive. If you need more time, ask before the deadline.
• Original work: deliver your own work, and only include other people’s material if you’re allowed to.
• Permission from people in your work: if someone can be recognised in your content (such as a model or a hotel guest), get their permission for the hotel to use it to promote itself, as Section 7 describes.
• Be respectful on site: follow the hotel’s reasonable rules, respect the hotel’s guests and staff, and look after the property. You may be responsible for damage you cause.
• Stick to the deal: don’t ask for extras that weren’t agreed, and don’t bring other people unless agreed.
• Keep it confidential: don’t share private information you learn about a hotel, such as unannounced plans, unless the hotel agrees.

If content is late or doesn’t arrive, the hotel can tell us, and we may restrict the creative’s account. Arrive doesn’t compensate either side.

You keep ownership

You keep ownership of everything you create and put on Arrive.

The hotel’s licence to Partnership Content

When a creative delivers Partnership Content, they give the hotel a non-exclusive, worldwide, royalty-free and permanent licence to use it to promote the hotel and for its own marketing and business purposes, online and offline: for example on its website, social media, ads, brochures and in press. The hotel’s team, and agencies working for the hotel (such as its PR or marketing agency), may use it for those purposes too. This licence can’t be withdrawn once the content is delivered.

Unless the creative agrees in writing, the hotel must not sell or license the content to anyone else, use it as stock imagery or on merchandise, claim to have made it, or use it in a way that’s harmful to the creative. If credit was agreed, the hotel must give it. If the hotel wants to use content in other ways, it needs the creative’s permission.

The hotel doesn’t have to use Partnership Content. The creative can show it in their own portfolio and social media, unless the hotel asked in writing before the stay to keep something private.

Arrive’s licence

So Arrive can work: you give us, and the providers who help us run Arrive, a non-exclusive, worldwide, royalty-free licence to store, copy, process, translate, display and share your content on Arrive and with the people you share it with.

Our marketing: you also let us feature your public profile, and the photos and videos on it, with your name (and, for hotels, your logo), to show what Arrive does, for example on our website, social media and in films. We never use your messages, voice notes or anything you’ve shared privately. We may crop or resize it, but we won’t change what it shows. If you’d rather we didn’t, tell us and we won’t make new marketing with it.

How long: this licence lasts while your content is on Arrive, and for as long as needed for content you’ve already shared with others. Marketing made before you delete content can stay in use, but we won’t make new marketing from it.

No AI likenesses: nobody, including Arrive, may use content on Arrive to make an AI likeness or voice of a recognisable person, or to train AI, without that person’s separate written consent.

Your promise

You confirm that you have the rights to everything you put on Arrive, and that it doesn’t break the law or anyone else’s rights, including copyright and privacy.

Arrive’s own work

The Arrive name, logo, design and software belong to us or our licensors. arrive® is a registered trademark. Please don’t use them without our written permission, except to point people to your Arrive profile.

Reporting infringement

If you think something on Arrive infringes your copyright or other rights, write to our Copyright Agent, Arrive Technologies Limited, at hello@usearrive.com or the address in Section 20. Include your signature, the work, where it is on Arrive, your address, phone number and email, a statement that you believe in good faith the use isn’t allowed by the owner or the law, and a statement that your notice is accurate and, under penalty of perjury, that you own the rights or may act for the owner.

If we remove your content and you think that’s a mistake, send our Copyright Agent a counter-notice with your signature, what was removed and where it was, a statement under penalty of perjury that you believe in good faith it was removed by mistake, your name, address and phone number, and your agreement to the jurisdiction of the US federal court for your address (or, if you’re outside the US, any court where we can be found) and to accept service from the person who complained. We may restore it after 10 to 14 working days unless they tell us they’ve gone to court. We close the accounts of people who repeatedly infringe others’ rights.

Our Community Guidelines are part of these Terms. They cover being honest, treating everyone fairly, being respectful, hosting and staying, when plans change, keeping the details on Arrive, what you post, staying safe, and how reporting and appeals work.

Please also don’t use Arrive to:

• break the law or anyone else’s rights;
• use other members’ personal information for anything other than planning and carrying out Partnerships on Arrive (always in line with data protection law);
• tell people to leave Arrive for a competing service, or build your own list or service from Arrive’s data;
• scrape, copy or collect data from Arrive with bots or other automated tools;
• hack, test our security without permission, spread malware or interfere with how Arrive works;
• get round any limit, suspension or security measure.

We may remove or hide content, or restrict an account, if it breaks these Terms or the Community Guidelines, or we reasonably believe it puts Arrive or anyone else at risk, and we may report serious cases to the police. We don’t check everything on Arrive and aren’t responsible for what members post. You can report anything you think is illegal or breaks these rules, and appeal our decisions, as the Community Guidelines explain.

The Community Guidelines explain how to stay safe on Arrive. Arrive isn’t there in person and can’t supervise stays.

If you’re hurt, or something is damaged or stolen during a stay, get help first, then tell the hotel and us. Claims about what happened at a hotel are between you and the hotel (and its insurers), but we’ll share what we reasonably can to help.

Hotels

• Hotels pay a fixed fee for each active month: any calendar month in which the hotel uses Arrive to plan, host or follow up a Partnership, such as confirming a new one or having one under way. In a month with no activity, there’s no fee.
• The fee depends on the hotel’s country and is shown on its invitation, for example £100 in the United Kingdom. It’s charged in local currency, or in US dollars in some countries. If your country isn’t listed, it’s £100.
• We charge the card or other payment method you add through Stripe after each active month ends, and send you a receipt. So you only ever pay for months you’ve used.
• Fees don’t include VAT or other sales taxes, which we add where the law requires.
• Fees aren’t refundable, including when a Partnership doesn’t go as hoped, unless we’ve charged you by mistake or the law requires a refund.
• No subscription: you only pay for active months, so a month with no activity costs nothing. If you’d like your hotel’s account closed, email us and we’ll close it within two working days.
• If a payment fails, we’ll let you know and try again. If it stays unpaid, we may pause the hotel’s account until it’s paid, and you’ll cover reasonable costs of collecting it.
• Your bank or card provider may charge for currency conversion. That’s between you and them.

Creatives

Arrive is free for creatives. If we ever introduce fees for creatives, we’ll give at least 30 days’ notice first, and you can stop using Arrive before they apply.

Changes to fees

We may change our fees to reflect changes to Arrive, our costs or the law. We’ll give you at least 30 days’ notice by email, and changes never apply to months that have already happened. If you don’t want to pay the new fee, you can close your account before it applies.

Payments through Stripe

Stripe processes payments, so we never see or store your full card details, and Stripe’s own terms apply to its service. By adding a payment method, you authorise us to charge it for fees due.

Consumers’ right to cancel

If you’re a consumer in the UK or EU, you can cancel within 14 days of joining, without giving a reason, by deleting your account or emailing us. Arrive is free for creatives, so cancelling never costs you anything.

• Use Arrive messages to plan Partnerships, so there’s a clear record. The same house rules apply in private messages.
• We don’t routinely read your messages, but we may review them when someone reports a problem, to keep Arrive safe, or when the law requires it, and you agree we may do this.
• Arrive can automatically translate messages, voice notes and other text. Translations can be wrong, so if something matters, check the original. The original words are what count between you and the other side.
• We’ll contact you by email, in Arrive and by notification. These count as “in writing” for legal purposes. Please keep your email address up to date.
• What happens outside Arrive (on the phone, WhatsApp or in person) isn’t something we can see or control, but these Terms still apply to how you treat other members, and you can still report it to us.

If you want to leave

You can delete your account in Settings at any time. That signs you out straight away, and 30 days later we erase your details, profile, photos, videos and Travel Plans. If you’re the last person on a hotel’s account, we’ll ask you to get in touch first, so the hotel isn’t left without anyone. Please finish or properly cancel any Partnerships first. Content you’ve already sent or delivered stays with the people you shared it with, and their licences continue. Our Privacy Policy explains what we keep.

If we need to act

We may suspend or close your account, or limit features, if you break these Terms, don’t pay fees, give false information or information we can’t verify, put anyone’s safety at risk, act fraudulently, or if the law requires it. We may also close an account for any other reason by giving you at least 30 days’ notice. We’ll tell you why, as the Community Guidelines explain, and for smaller issues we’ll normally warn you first.

If your account is closed, you lose access to Arrive and your upcoming Partnerships may be cancelled. Hotels only pay for active months before it closed. If we close your account for breaking these Terms, please don’t open another one. If you think we’ve made a mistake, email us within six months and we’ll look again and tell you the outcome, as the Community Guidelines explain.

Anything in these Terms that should last after your account closes (such as content licences, payment duties, limits on liability, indemnities and dispute terms) continues to apply.

Arrive as it is

We work hard to keep Arrive running smoothly, but we provide it “as is” and “as available”. We can’t promise it will always be available, error-free or secure, or that you’ll find the Partnership you’re looking for. To the extent the law allows, we don’t give any promises or warranties that aren’t in these Terms. If you’re in the United States, we disclaim all implied warranties, including of merchantability, fitness for a particular purpose and non-infringement.

Whoever you are, we’ll provide Arrive with reasonable care and skill and look after the content stored on it with reasonable care, though please keep your own copies of anything important.

Changes to Arrive: we’re always improving Arrive, so we may change, add or remove features, or stop providing Arrive altogether. If a change significantly affects you, we’ll tell you in advance. Features marked as beta may change or disappear.

Real-world risks

Travel and stays carry risks, such as accidents, illness, delays, damage, misunderstandings, or work that isn’t what you hoped for. You choose whether to take part in a Partnership and accept those risks. Arrive doesn’t give legal, tax, travel or other professional advice.

Partnerships are between you

To the extent the law allows, you release Arrive (and our directors, staff and agents) from claims arising from your Partnerships or dealings with other members. This doesn’t cover death or personal injury caused by our negligence, our gross negligence, fraud or wilful misconduct, our breaking the law, or anything else the law doesn’t let us exclude. If you’re a California resident, you waive California Civil Code section 1542 (and any similar law in other states), which would otherwise stop this release covering claims you don’t know about yet. It says: “A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in his or her favor at the time of executing the release and that, if known by him or her, would have materially affected his or her settlement with the debtor or released party.”

Your legal rights

Nothing in these Terms takes away rights you have by law that can’t be removed by contract. For example, if you’re a consumer in the UK, you keep your rights under the Consumer Rights Act 2015, including that our service is provided with reasonable care and skill.

If you’re a consumer outside the US: these don’t apply to you: the release above, the list of losses we don’t cover and the limit on our total liability (Section 14), and Section 15. Instead, we’re responsible for loss you suffer that’s a foreseeable result of us breaking these Terms or not using reasonable care and skill, and you’re only responsible to us for loss you cause by breaking them.

If you live in New Jersey: the release above, the limits in Section 14 and Section 15 don’t apply to claims under the New Jersey Consumer Fraud Act, to punitive damages under the New Jersey Punitive Damages Act, or to loss caused by our negligence.

To the extent the law allows:

• We aren’t liable for indirect, consequential, special, incidental, punitive or exemplary losses, or for lost profits, business, opportunities or goodwill, the cost of replacement services, property damage, distress, or losses caused by other members.
• Our total liability to you for everything relating to Arrive or these Terms is limited to the greater of what you paid us in the 12 months before the claim arose, or £100.
• If you use Arrive for a business, any claim either of us has must be brought within one year of it arising.

This applies however the liability arises, including in contract, tort (including negligence) or breach of statutory duty. We never limit liability for death or personal injury caused by our negligence, for our gross negligence, fraud, fraudulent misrepresentation or wilful misconduct, for our breaking the law, or for anything else the law doesn’t allow us to limit. These limits reflect the price of Arrive (free for creatives, a modest fee for hotels): we couldn’t offer it on these terms if we took on more.

You’ll compensate us (and our directors, staff and agents) for claims by other people, and the losses and reasonable legal costs that come with them, to the extent they’re caused by your breach of these Terms, your content, or your breaking the law or someone else’s rights. This doesn’t apply to the extent a claim was caused by our own fault. We’ll tell you about any such claim promptly. We may choose to handle the defence ourselves, and you’ll help us. You won’t settle a claim that affects us without our written agreement.

Talk to us first

If you have a problem with Arrive, email hello@usearrive.com with a short description, and we’ll try to put it right. We’d love the chance, so please give us 30 days if you can. If you’re a consumer, this never stops you going to court or using other routes, and if you’re in the US, the 60-day step in Section 17 applies instead. If you’re in the UK, Citizens Advice can also help.

Which law applies

These Terms, and any dispute about them (including non-contractual disputes), are governed by the law of England and Wales. If you use Arrive for a hotel or other business, the courts of England and Wales have exclusive jurisdiction. If you’re a consumer, you can bring a claim in England and Wales or where you live, and you keep the protection of your local consumer laws. If you’re in the United States, Section 17 applies instead for most disputes.

One person at a time

If you use Arrive for a business, disputes are dealt with individually, not as part of a class or representative action, to the extent the law allows.

Urgent court orders

Either of us can ask a court for an urgent order to stop harm, such as misuse of content or of Arrive, without waiting for a dispute to be resolved.

If you live in the United States, your business is based there, or you bring a claim there, you and we agree to settle any dispute about Arrive or these Terms (including disputes from before you accepted them) by final and binding individual arbitration, not in court. You and Arrive each give up the right to a jury trial. This agreement is governed by the Federal Arbitration Act, and any award may be entered in any court with jurisdiction.

• Before starting: send the other side a short written notice of the claim, with your name, account email and what you’re asking for, and give each other 60 days to sort it out. Time limits pause meanwhile.

• Rules: the American Arbitration Association (adr.org) runs the arbitration under its Consumer Arbitration Rules (or Commercial Rules where those apply), in English, by video or phone, or in the county where you live. The AAA’s Mass Arbitration Supplementary Rules apply if 25 or more similar claims are filed together.
• Costs: if you’re a consumer, you pay no more than the AAA’s consumer filing fee, and we pay all other AAA and arbitrator fees on time. If you use Arrive for a business, fees follow the AAA’s rules, and we’ll pay any amount the arbitrator decides would make arbitration too expensive for you. Each side pays its own lawyers unless the arbitrator decides a claim was frivolous or the law says otherwise.
• If the AAA can’t act: we’ll agree another provider with you, or a court will appoint an arbitrator under the Federal Arbitration Act.
• Exceptions: either of us can bring an individual claim in small claims court, or ask a court for a temporary order to stop serious harm while an arbitration goes ahead.
• No class actions: claims can only be brought individually, not as part of a class, collective or representative proceeding, and the arbitrator can only give relief to the person bringing the claim. If a court decides this paragraph can’t be enforced for a particular claim or remedy (such as a request for public injunctive relief in California), that claim or remedy goes to court and waits until the individual arbitration is finished, and everything else stays in arbitration.
• Who decides: a court decides questions about the “No class actions” paragraph; the arbitrator decides everything else, including whether a dispute has to be arbitrated.
• Opting out: you can opt out of arbitration within 30 days of first accepting these Terms (or, if you joined before 1 September 2026, within 30 days of us telling you about them) by emailing hello@usearrive.com with the subject “Opt out of arbitration”. Nothing else in these Terms changes.
• Changes: if we change this Section 17, the change won’t apply to a dispute we already know about, and you can reject it by emailing us within 30 days; the version you last agreed to then keeps applying.
• If any other part of this section is unenforceable, it’s removed and the rest still applies. This section continues after your account closes.

We’ll only change these Terms to reflect changes to Arrive, the law or how we keep people safe. We’ll change the date at the top, and give you at least 30 days’ notice by email or in Arrive of anything that affects you. Corrections that don’t affect you, such as fixing a typo, may apply straight away. If you don’t like a change, you can delete your account before it applies, and hotels won’t pay a fee for any month after that. If you keep using Arrive after a change applies, the new Terms apply to you.

• English version: we may show these Terms in other languages to help you understand them. The English version is the official one, and if a translation differs, the English version applies, unless the law where you live says otherwise.
• Whole agreement: these Terms are the whole agreement between you and us about using Arrive, and replace anything said or written before. Terms you send us don’t apply unless we agree to them in writing.
• If part doesn’t work: if a court decides part of these Terms can’t be enforced, the rest still applies.
• No waiver: if we don’t enforce something straight away, we can still enforce it later.
• Transfers: we may transfer these Terms to another company, for example if Arrive is sold or merged, and we’ll tell you if that changes who provides Arrive. You can’t transfer them without our written agreement.
• No third-party rights: only you and Arrive can enforce these Terms (under the Contracts (Rights of Third Parties) Act 1999 or similar laws), except that our directors, staff and agents may rely on Sections 13 to 15, and hotels and creatives may enforce the content licences in Section 7. We can change or end these Terms without the agreement of anyone else.
• Events beyond our control: we aren’t responsible for delays or failures caused by things outside our reasonable control, such as natural disasters, pandemics, war, strikes, government action or internet outages.
• Equal treatment: Arrive is open to everyone, and we don’t discriminate on any unlawful basis.
• Accessibility: we want Arrive to work for everyone, including people who use screen readers or other assistive technology. If anything is hard to use, tell us and we’ll help.

Email: hello@usearrive.com. This is also our contact point for members and for authorities, and you can write to us in English.

Post: Arrive Technologies Limited, 1st Floor, 85 Great Portland Street, London, W1W 7LT, United Kingdom

Arrive Technologies Limited is registered in England and Wales, company number 14502127.

Thanks for reading this far. We can’t wait to see what you make, and where you stay. See you somewhere soon 🗺️

arrive®

Arrive is run by Arrive Technologies Limited (“we” or “us”), registered in England and Wales with company number 14502127, at 1st Floor, 85 Great Portland Street, London, W1W 7LT, United Kingdom. We are the controller of your personal data.

This policy covers usearrive.com, app.usearrive.com, our iPhone and Android apps and anything else we run under the Arrive name (together, “Arrive”). It also covers people we contact before they join (see Section 2). How you can use Arrive is set out in our Terms of Service.

We follow UK and EU data protection law (the GDPR), and we respect the privacy rights people have elsewhere, including in California and other US states.

What you give us

• Account details: your name, email address and the language you use Arrive in.
• Profile: your name, what you do (for example photographer or model), your photo, gallery photos and videos, Instagram and website. For hotels, also the hotel’s name, legal name, type, amenities, photos, address and team.
• Travel Plans: if you’re a creative, where and when you’re travelling, so hotels can invite you.
• Messages and voice notes: what you send to hotels and creatives, including Content Plans (what you plan to make for a stay) and their notes.
• Photos and videos: what you upload to your profile, send in messages or deliver after a stay.
• Reports: if you report something or block someone (see Section 3).
• Help chats: what you tell us when you ask for help.
• Billing details: the name and email on a hotel’s billing. Card details go straight to Stripe, never to us.

What we collect automatically

• Device and usage information: your internet (IP) address, device and browser type, app version, and when and how you use Arrive. We use this to keep Arrive working, secure and fast.
• Notification tokens: if you turn on notifications, your phone gives us a token so we can reach that device. We keep it with your device type, app version and language, and delete it when it stops working or hasn’t been used for 60 days. A message notification shows who it’s from and the start of the message, so anyone who can see your lock screen may see it. You can choose which notifications you get in Settings.
• Email delivery: whether each email reached you, so we stop sending to addresses that bounce or mark us as spam. We don’t track whether you open our emails or click their links.
• Cookies: see Section 5.

Location

We never use your device’s GPS or precise location. Creatives choose where they’re going by adding Travel Plans. You can remove a plan at any time; we keep a hidden copy with your account until it’s erased. When a hotel sets its location, we look its name up with Google Places to fill in its address and map position.

One tip: phones can save the place a photo or video was taken inside the file. Photos you send in messages are resized before they upload, which removes any location saved in them. Photos you deliver for a Partnership or add to a Content Plan, and all videos, are kept as the original file, which the other side can download, location included. If you’d rather not share where something was taken, turn off location for your camera first.

Sensitive information

We don’t ask for or want sensitive information, such as health details, religion, political views, sexual orientation, biometric data, or passport and ID numbers. Please don’t put it in your profile or messages. Some US laws count the contents of your messages, and any location your phone saves inside a photo, as sensitive. We use these only to run Arrive for you, never to work out things about you or for advertising.

If you’re not a member yet

• Invitation requests: if you ask for an invitation, we keep what you send us so we can review it.
• Hotel and creative contacts: we sometimes email people at hotels, and creatives, about Arrive before they’ve joined. We keep their name, job title or what they do, the hotel or company they work for, and their work email address, with a note of where we found them (such as their website, professional profiles or travel trade show exhibitor lists). Sometimes we work the address out from their company’s email format, and we may check it can receive email. We use these details only to introduce Arrive and help them get set up, and our first email links to this policy. We keep them for up to 12 months after our last contact, unless they join, and delete them sooner if you ask. If you ask us to stop, we keep just your email address on a do-not-contact list, so we never email you again. You have the right to object: reply “stop” to any email or write to hello@usearrive.com, and we’ll never email you about Arrive again.
• Invitation page visits: when someone opens an invitation, we record when, the rough city and country, and whether it looked like a real person, without keeping the internet address. We delete these records two years after the invitation was last used.

We use your data to:

• Run Arrive: set up your account, show your profile, sign you in and save your settings.
• Connect creatives and hotels: show creatives’ Travel Plans to hotels, deliver messages, voice notes, Content Plans and photos, and send you notifications about them.
• Take payments: bill hotels for Arrive through Stripe and keep records of what was paid.
• Help you: answer questions when you contact us or open Help.
• Keep Arrive safe: prevent fraud, spam and abuse, look into reports, and enforce our Terms of Service.
• Improve Arrive: fix problems and understand which features people use.
• Tell you about Arrive: send service emails and notifications (such as sign-in codes, requests, messages and receipts), most of which you can switch off in Settings, and, only if you say yes, news about Arrive. Every marketing email has an unsubscribe link.
• Show what Arrive does: we may feature your public profile, and the photos and videos on it, with your name, in our own marketing, such as our website, social media and films. We never use your messages or anything you’ve shared privately. Just tell us if you’d rather we didn’t, and we won’t make any new marketing with it.
• Meet our legal duties: for example keeping tax records or answering lawful requests.

Translation and transcripts

Hotels and creatives on Arrive speak many languages, so we can show people’s words in the reader’s language. When you send a message, write a Content Plan or its notes, decline a request with a note, or a voice note is written out, we send the text (never your name) to Anthropic, whose Claude model translates it. You can turn translation off in Settings. Voice notes can be written out by Google so they can be read and translated. We keep translations and transcripts next to your original, which we never change, so the reader can always see exactly what you wrote. Anthropic and Google use the text or audio only to give us the result.

Reports and blocks

If you report something, we keep a record of what you reported, why, any note you added and when, so we can look into it. We never tell the other person it was you. We may read the reported message or content to decide what to do. We don’t otherwise read your messages, unless we need to keep someone safe or the law requires it. If you block someone, we keep a note of it so they can’t contact you or see you on Arrive.

No automated decisions

We don’t make decisions about you that have legal or similarly important effects using automated processing alone.

Our legal reasons

The law asks us to name a lawful basis for each use:

• Contract: running Arrive, connecting creatives and hotels, translations, service emails and notifications, taking payments and helping you.
• Legitimate interests: keeping Arrive safe and trustworthy, improving it, showing what Arrive does in our marketing, telling hotels and creatives about Arrive so it can grow, reviewing invitation requests, measuring invitation page visits and, for people on a hotel’s team, running the hotel’s account for it. We always balance these against your privacy, and you can object to any of them.
• Consent: phone notifications, which your device asks you about, and news about Arrive. You can withdraw consent at any time.
• Legal obligation: for example tax records or a court order.

To use Arrive you need to give us your name and email address, and hotels need to give billing details. Everything else is up to you.

Other members

• Your profile can be seen by other members and by anyone with a link to it: your name, photos and videos, what you do, your Instagram and website, and, for hotels, the hotel’s address and map. It also shows the Partnerships you’ve completed: who with, and the month of the stay. You can hide your profile in Settings at any time.
• Hotels on Arrive in the area you’re travelling to can see that you’re coming and when you arrive. Nobody else sees your Travel Plans, including people who aren’t signed in.
• When you message, plan a stay or deliver content, the hotel or creative you’re working with sees what they need, such as your name, messages and files.
• People on a hotel’s team on Arrive can see that hotel’s messages, plans and content. If the hotel is part of a group on Arrive, everyone on the group’s team can see them for every hotel in the group.

Please only share what you’re happy for the people you’re working with to see.

Companies that help us run Arrive

These providers only get what they need for their job, and can’t use it for anything else:

• Google Cloud (Firebase): stores your account, messages, photos and videos in the European Union, runs our servers in London, and handles sign-in.
• Vercel: hosts our website, including usearrive.com, in London and measures page speed, without recording your account, searches or invitation links.
• Stripe: takes payments and sends receipts. It receives the billing name, email and amount due.
• Resend: sends our emails, such as sign-in codes and notifications.
• Anthropic: translates messages and notes, and helps us research hotels from public sources.
• Supabase: stores our records of hotels and the people we contact before they join.
• Firecrawl: reads public web pages for our hotel research.
• Google (reCAPTCHA) and Apple (App Attest): check that requests come from the real Arrive website and app, to stop bots and abuse.
• Google: tags delivered photos (Cloud Vision, which describes what’s in a picture, such as a pool or a bedroom, and never identifies people), writes out voice notes, finds hotel addresses (Places) and delivers notifications to Android phones, and to iPhones through Apple.
• Apple: delivers notifications to iPhones and draws the maps on our website.
• Intercom: runs our Help chat and keeps your Help conversations for us. When you’re signed in to our website, and when you open Help in the app, it receives your name, email address, user ID, the hotel or organisation you work with and your Instagram handle, so Help is ready when you need it.
• YouTube: plays the film on our invitation page in privacy-enhanced mode. Nothing loads until you press play.
• Google Workspace: our email, which we use to write to hotels and creatives.

When the law or safety requires it

We may share information if the law requires it (such as a court order), to protect someone’s safety, to prevent fraud, or to enforce our Terms. Where we’re allowed to, we’ll tell you.

If Arrive changes hands

If Arrive is merged, sold or reorganised, your data may move with it, and the new owner must keep protecting it as this policy says.

We never sell your data

We don’t sell personal information, and we don’t share it for advertising, including “cross-context behavioural advertising” under California law. We don’t give your details to other companies for their own marketing.

• Sign-in: one cookie keeps your session going, another briefly remembers which account you switched to, and Arrive keeps you signed in on this browser until you sign out. Without these, Arrive can’t work.
• Language: a cookie remembers your language for a year.
• Help: when you’re signed in on our website, Intercom sets its own cookies so Help is ready when you need it. We clear them when you sign out.
• Bot protection: Google’s reCAPTCHA looks at technical details of your browser and may set its own cookies, to check you’re a real person. We use it only to protect Arrive from bots and fraud, and Google’s privacy policy explains how Google handles it.
• Page speed: Vercel measures how fast pages load without using cookies or recording who you are.
• In your browser: your browser also keeps a copy of your favourites, your pricing country on invitation pages (for 12 months), whether we’ve offered you a passkey, and a few short-lived notes that make the app quicker, such as an unfinished setup step. On invitation pages we guess your country from your connection to show the right price, without storing it on our servers.
• Invitation film: if you press play, YouTube may set its own cookies.

We don’t use advertising cookies or cross-site tracking, so browser “Do Not Track” and Global Privacy Control signals have nothing to switch off. None of this is used for advertising. You can block cookies in your browser, but you won’t be able to stay signed in.

• Your data is encrypted when it travels to us and when it’s stored.
• You sign in with a one-time code we email you, or a passkey (Face ID, Touch ID or a security key). Codes work once and expire after 10 minutes. With a passkey we only store a public key: your face or fingerprint never leaves your device.
• We limit sign-in attempts to stop people guessing codes.
• Only a few people at Arrive can see personal data, and only when they need to run Arrive or help you.
• We choose providers with strong security, such as Google Cloud and Vercel.

No system is perfectly secure. If a breach affects your data, we’ll tell you and the authorities as the law requires.

You can help too: keep your email account secure, never share a sign-in code (we will never ask you for one), and tell us straight away at hello@usearrive.com if you think someone else has got into your account.

• While your account is open: we keep your data so Arrive works for you.
• When you delete your account: you can delete it in Settings. You’re signed out straight away and removed from any hotel or group, and if it was your own creative profile, it’s hidden at once. Thirty days later we erase your details, profile, photos, videos and Travel Plans. You don’t need to ask us separately. If you’re the last person on a hotel’s account, we’ll ask you to get in touch first so the hotel isn’t left without anyone.
• What stays with others: messages you sent and content you delivered stay with the people you sent them to, because they need them too, shown as from “Deleted account”. A hotel’s own account and its messages stay with the hotel. Marketing we made before you deleted your account, such as a film or social post, can stay in use, but we won’t make anything new from your content.
• What we may keep: payment records for as long as tax law requires (usually six years), records needed to settle a dispute, enough to stop someone we’ve banned from signing up again, and anything the law requires us to preserve, such as material reported to child-safety authorities.
• Backups: deleted data can stay in encrypted backups for up to 14 days more, so it’s gone everywhere within 44 days of you deleting your account.
• Other time limits: hotel and creative contacts for up to 12 months after our last contact, and a do-not-contact list if you ask us to stop (see Section 2); invitation page visits for two years after the invitation was last used; notification tokens until they stop working or go unused for 60 days; invitation requests, Help chats and email delivery records for as long as we need them for the reason we collected them, then deleted or anonymised; and reports for as long as needed to keep Arrive safe, including to spot repeated problems.

Your account, messages, photos and videos are stored in the European Union, and our servers run in London. Some providers, including Stripe, Anthropic, Resend, Intercom, Vercel, Supabase, Firecrawl, Apple and Google (for photo tagging, voice notes, notifications, our email and YouTube), may handle some data in the United States or elsewhere, only for the job we use them for.

When data leaves the UK or EU, we protect it with approved safeguards: the UK-US data bridge and EU-US Data Privacy Framework where the provider is certified, or the standard contractual clauses (with the UK’s addendum) otherwise. And by its nature, when you work with a hotel or creative in another country, what you share with them goes there too.

Ask us if you’d like more detail about these safeguards.

Wherever you live, you can ask us to:

• See the personal data we hold about you and get a copy.
• Correct anything that’s wrong. You can edit most of it yourself in Settings.
• Delete your data (see Section 7).
• Download your data in a common format, or send it to another service.
• Restrict or object to how we use it, including any use based on our legitimate interests.
• Withdraw consent you’ve given, such as for marketing or notifications.

Right to object: you can object at any time to any use based on our legitimate interests, and we’ll stop unless we have a strong reason that overrides yours, such as keeping someone safe.

Right to object to marketing: you can object to us using your data for direct marketing at any time, including emails we send before you join, and we’ll always stop, no questions asked.

Email hello@usearrive.com and we’ll respond within one month. We may need to confirm it’s really you. You can ask someone else (an authorised agent) to make a request for you; we’ll check they’re allowed to.

California and other US states: you have the right to know what we collect and why, to get a copy, to correct or delete it, and to opt out of the sale or sharing of your data or its use for targeted advertising or profiling. In the last 12 months we’ve collected the information in Section 2, from the sources and for the reasons in Sections 2 and 3, and disclosed it only as Section 4 describes. We don’t sell or share it, or use sensitive information to work out things about you, so there’s nothing to opt out of. If we turn down a request, you can appeal by replying to our answer; we’ll respond within 45 days, and if you’re still unhappy you can contact your state’s attorney general. We won’t treat you differently for using any of your rights. Under California’s “Shine the Light” law you can ask whether we’ve shared personal information with other companies for their own direct marketing. We haven’t.

Complaints: you can complain to the UK Information Commissioner’s Office (ico.org.uk) or your local data protection authority. We’d love the chance to put things right first, so please talk to us.

Arrive involves travel and professional stays, so it’s only for people aged 21 or older. We don’t knowingly collect data from anyone younger. If we learn someone under 21 has joined, we’ll delete their account and data. If you think someone under 21 is using Arrive, please tell us at hello@usearrive.com.

We may update this policy as Arrive grows or the law changes. We’ll change the date at the top, and tell you by email or in Arrive before any important change takes effect.

We may show this policy in other languages to help you understand it. The English version is the official one; if a translation differs, the English version applies, unless the law where you live says otherwise.

Email: hello@usearrive.com

Post: Arrive Technologies Limited, 1st Floor, 85 Great Portland Street, London, W1W 7LT, United Kingdom

Arrive Technologies Limited is registered in England and Wales, company number 14502127, and is the controller of your personal data.

Thanks for reading. If anything here isn’t clear, just ask.

arrive®

• Use your real name, or your hotel’s real name, and keep your profile accurate and up to date.
• Only show work you made, or had a real part in making.
• Hotels: describe your property, the stay and what you’d like in return truthfully, including house rules, restrictions and any areas that are off limits.
• Don’t use edited or AI-generated images to make a place, or your work, look like something it isn’t.
• Don’t impersonate anyone, use fake accounts or run scams.
• Hotels: never make a stay depend on a review or rating on sites like Google or Tripadvisor.

Hotels choose creatives on their work, style and availability. Creatives choose stays on the project, the dates and whether it suits them. Never refuse, exclude or treat anyone worse because of their:

• race, colour, ethnicity or national origin;
• nationality or citizenship;
• religion or belief;
• sex, gender, gender identity or gender expression;
• sexual orientation;
• disability, including access needs and assistance animals;
• age;
• marital, relationship or family status;
• or anything else the law protects where you are.

This covers your decisions, messages, profile and content. If local law protects more than this list, follow that too.

Casting is the one narrow exception. When a shoot genuinely needs a model of a particular gender presentation or adult age range, a hotel can say so in its brief before choosing, as far as the law where the shoot happens allows. Race, colour, ethnicity, national origin, religion, sexual orientation and disability are never part of a brief.

• Keep messages friendly, professional and about the Partnership.
• Never harass, threaten, bully, stalk or pressure anyone, including a hotel’s guests and staff.
• No sexual comments or advances. Arrive is for professional work.
• Agree in advance what a shoot involves, such as clothing and locations, in an Arrive message. Nobody has to pose or do anything they’re not comfortable with, and anyone can stop at any time.
• If someone says no, or stops replying, leave it there.

• Have the stay ready as agreed, and make sure your team knows a creative is coming.
• Tell creatives about house rules, off-limits areas and any known hazards before they arrive.
• Don’t charge for anything that was part of the agreed stay, and say in advance what they’d pay for.
• Don’t ask for more content, or extra work, than you agreed.
• If a creative asks to bring a friend or chaperone, please say yes where you reasonably can.
• Use the content only as our Terms allow. If you agreed credit, tag or name the creative when you post.

• Arrive when agreed, and tell the hotel straight away if your plans change.
• Follow the hotel’s reasonable rules and its staff’s instructions, and look after the property.
• Shoot only in the areas the hotel agreed, keep out of other guests’ way, and stop if staff or a guest asks.
• Respect the hotel’s guests: don’t photograph or film them without their permission.
• No drones unless the hotel has agreed in writing and local law allows it.
• Bring only the people the hotel agreed to. If you’d like to bring a friend or chaperone, ask before you accept the Partnership.
• Don’t ask for extras that weren’t agreed.
• Deliver the content you agreed, on time and through Arrive.

• If you can’t make it, tell the other side as soon as you know. Not turning up without a word is the quickest way to lose your place on Arrive.
• Hotels: if the stay isn’t ready as agreed, say so straight away and offer a fix or another date.
• Creatives: if you need more time to deliver, ask before the deadline. Hotels: if content is late, send a friendly nudge in Arrive first.
• If the work isn’t what you agreed, say what’s missing, kindly and specifically, and give the creative a fair chance to put it right.
• If you still can’t agree, tell us.

• It’s fine to call, text or email for practical things like arrival times.
• Agree the dates, what’s included and what you’ll deliver on Arrive, and if anything changes, confirm it in an Arrive message. If something goes wrong, the record on Arrive is what we can check; we can’t see other apps.
• Use someone’s contact details only for your Partnership. No marketing or unrelated messages without their clear permission.
• Only ask for the personal information you really need. If you need ID or details at check-in, say why.
• Costs that weren’t part of the agreed stay, such as travel, extra food and drink or local tourist taxes, are the creative’s to pay unless you agree otherwise.

Please don’t post or send:

• anything sexually explicit, violent, hateful or illegal (anything involving the abuse of children is reported to the authorities, such as the National Crime Agency in the UK or the National Center for Missing & Exploited Children in the US);
• threats, or anything that encourages someone to hurt themselves or others;
• someone else’s work, unless you’re allowed to use it;
• photos or videos of recognisable people who haven’t agreed to how they’ll be used;
• photos or videos of anyone under 18 without a parent or guardian’s clear permission, and never in bedrooms or bathrooms;
• anyone’s private information without their permission;
• spam, mass messages or promotions that have nothing to do with Arrive.

• Arrange every stay through Arrive, and check the hotel’s profile before you go.
• Never pay a hotel a deposit or fee to get a stay. A hotel on Arrive won’t ask; if one does, tell us.
• Share your plans with someone you trust, and check the details before you travel.
• Trust your instincts. You never have to stay somewhere you feel unsafe.
• In an emergency, contact local emergency services first, then tell us.
• If you’re hurt, or something is damaged or stolen, get help first, then tell the hotel and us.

Arrive isn’t there in person and can’t supervise stays, so looking out for yourself and each other matters.

How to report

Use Report in Arrive, or email hello@usearrive.com. You can also block someone in Arrive at any time. Reporting in good faith never gets you into trouble.

What happens next

A person, not an automated tool, looks at every report. Anything involving a child’s safety, threats or exploitation is a priority, normally dealt with the same day, and everything else normally within two working days. When we learn of illegal content, we remove it quickly and may close the account. If you reported something, we’ll tell you what we decided.

If something breaks these guidelines or our Terms, we may remove or hide content, warn you, limit features, or suspend or close an account, and we may report serious cases to the police. We don’t check everything on Arrive before it appears.

If we act on your account

We’ll tell you what we did, why, which rule or law it’s based on, and that a person made the decision, unless the law stops us.

Asking us to look again

This covers decisions Arrive makes, such as removing content, limiting or closing an account, or not acting on a report. It doesn’t cover choices members make, like a hotel declining a request or a creative turning down a stay. Anyone affected, member or not, can ask us to look again at one of our decisions, or complain that we haven’t handled something properly, by emailing us within six months. A person will look again for free and tell you the outcome. If you’re in the EU, you can also use a certified out-of-court dispute body, and anyone can go to court.

If you’re not sure, email hello@usearrive.com before you go ahead.

Because these guidelines are part of our Terms, we change them the same way (Terms Section 18): at least 30 days’ notice of anything that affects you, and you can leave before it applies.

We may show these guidelines in other languages to help you understand them. The English version is the official one; if a translation differs, the English version applies, unless the law where you live says otherwise.