Terms of Use

Who provides Higgins

Higgins is provided by Soapranos Cleaning Services Ltd, trading as Fehu, registered in England and Wales under company number 09546595, with our registered office in Clitheroe, Lancashire (the full address is at the foot of this page). Contact us at info@fehu.net.

Fehu provides Higgins to the host and only uses guest chats on the host's instructions. For your personal data, the host is the controller and Fehu is their processor. Our privacy notice explains more.

The service

Higgins answers guest questions through WhatsApp using information about the property and the recent messages in your chat. It helps with routine stay information such as check-in, Wi-Fi and property facilities, and only with the property, your stay and the local area. It does not give commercial, financial, legal or medical advice. It only shares the key safe code, door code and Wi-Fi password with the phone number on the booking, and only from 24 hours before check-in until check-out. Higgins mainly replies when you message it. If you have a confirmed booking and you've agreed to it, Higgins may also send you a few automatic messages about your stay, such as a reminder before you arrive. It never sends marketing. Reply STOP in the WhatsApp chat and Higgins will stop sending automatic messages and stop replying, unless you tell it someone is hurt, unwell or in danger, or you ask about your data. If you message again while your stay is still on our system, someone looking after the property is told. Reply START to turn it back on. Your use of WhatsApp is also covered by WhatsApp's own terms.

AI replies and important decisions

Higgins is an AI assistant. Its replies can be wrong, incomplete or out of date. Check important information with the host or your booking confirmation before relying on it, especially where safety, access or costs are involved.

Higgins is not an emergency service, and it never gives medical advice. In an emergency, ring the emergency services. If you're hurt or unwell, Higgins will point you to the emergency services or NHS non-emergency help.

Getting human help

Reply HOST and Higgins will stop replying and flag your chat in the host's inbox for them to pick up. This isn't instant, so for anything urgent, use the contact in your booking confirmation. If you believe you or anyone else is in danger or at risk, ring 999. The host can also read your chat.

Your booking

Higgins is set up not to make or change bookings, payments, cancellations or refunds, or agree anything about money. Your booking terms with the host and any booking platform still apply.

Using Higgins responsibly

Use Higgins for legitimate questions about your stay. Do not use it for unlawful activity, harassment, impersonation, attempts to access another person's data or disruption of the service. Avoid sharing passwords, payment-card details or sensitive information that is unnecessary for assistance.

Privacy and availability

Our privacy notice, and any privacy notice your host gives you, explain the data Higgins uses, who handles it, how long it's kept and how to ask for it to be deleted. You can stop at any time. Reply STOP in the WhatsApp chat and Higgins will stop sending automatic messages and stop replying, unless you tell it someone is hurt, unwell or in danger, or you ask about your data. If you message again while your stay is still on our system, someone looking after the property is told. Reply START to turn it back on. The service depends on WhatsApp, hosting and AI providers, and it may sometimes be down. If you need help, use the contact in your booking confirmation. If you believe you or anyone else is in danger or at risk, ring 999.

Your rights and questions

Nothing in these terms takes away rights you have under applicable consumer law. For questions about Higgins or these terms, email info@fehu.net. Changes to these terms will be published on this page.