FAQ

How do I activate a module?

Add the module in your Weareplonet dashboard, confirm the monthly price, and it becomes active in under two minutes. Modules that run on a fixed schedule (nightly, morning digest) fire their first run at the next scheduled time; real-time modules start immediately.

How am I billed?

Monthly, per property, per module. Prices are shown in euros without VAT; VAT is applied according to your billing country at invoice time. First invoice is prorated to the current calendar month; subsequent invoices are issued on the first working day of every month.

What is the connection to Protel Login?

Every module integrates with your Protel account via the official Protel API using your Protel Login. Your Protel administrator generates a scoped API token inside Protel; Weareplonet stores that token, and never sees or stores your Protel password. Revoke the token in Protel at any time and every module stops working the same second.

Is Weareplonet GDPR-compliant?

Yes. We process personal data under GDPR and the Montenegro Personal Data Protection Act. Every subscriber is offered a Data Processing Agreement under Article 28 GDPR — the DPA is public on our website. Data is stored in EU data centres in Frankfurt and Amsterdam, encrypted at rest and in transit.

Is Weareplonet owned or operated by WeArePlanet or Protel?

No. Weareplonet is an independent shop of third-party add-on modules for hoteliers running Protel PMS. Protel PMS remains a product of Protel Hotelsoftware GmbH (part of PlanetPayment / WeArePlanet); Weareplonet is a separate company that builds software on top of the public Protel API.

How do I cancel a module?

One click in the Weareplonet dashboard. Cancellation is effective at the end of the current paid month; no early termination fee. If you cancelled by mistake, you can reactivate the same module from the dashboard within 30 days without losing configuration.

Do you offer refunds?

Yes — see the full policy on the /refund page. In short: 14-day money-back on annual prepaid plans, prorated refund of unused calendar days on monthly plans when the cancellation is due to a documented Weareplonet fault.

Can I add multiple properties to one account?

Yes. The Weareplonet dashboard supports as many properties as you like under a single account, each with its own Protel connection. Modules are subscribed per property. Group-level billing is available on request; write to sales@weareplonet.org.

Are there API rate limits?

Every module respects the rate limits your Protel installation exposes. We batch and back off automatically. If a Protel administrator lowers the rate limit further, our sentinel raises an alert so you can decide whether to change the limit or slow the module down.

How secure is the connection?

TLS 1.3 in transit, AES-256 at rest, per-property scoped API tokens, IP-restricted egress for outbound calls to your Protel installation, and quarterly penetration tests by an independent security firm. Full documentation available on request from compliance@weareplonet.org.

We are migrating from a different PMS to Protel — can we buy modules before go-live?

Yes. Order the modules now and connect your Protel installation to Weareplonet as soon as the sandbox is available. Modules that require historical data (Data Warehouse Bridge, OTA Reconciliation) start their backfill the moment the connection is live.

What is the uptime SLA?

99.5% monthly uptime per module, measured over rolling 30 days. Downtime credit is prorated against the current month's invoice. Historical uptime for every module is published in the Weareplonet dashboard under Status.

What are your support hours?

Monday to Friday, 08:00 to 20:00 Central European Time. Incidents affecting a live module are covered 24/7 for customers who add the on-call escalation tier; otherwise best-effort outside working hours.

Can you build a custom module for us?

Yes, on a case-by-case basis. Reach out with a written brief to sales@weareplonet.org — we take on roughly one custom project per quarter, priced as a fixed-scope engagement plus ongoing monthly billing at parity with catalogue modules.

Can I add or remove hotels mid-month?

Yes. Adding a new property is prorated to the current month; removing a property stops billing at the end of the current month. The audit log records the change so your controller can reconcile the invoice cleanly.