Terms of Service

1. Who we are and what these terms cover

RATECARDS PRO (the Service) is provided by RATECARDS L.L.C-FZ, a limited liability company registered under the Meydan Free Zone business licence 2305959.01, with its registered address at Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates (RATECARDS, we, us). Our UAE tax registration number is 105029007900003.

These Terms of Service (the Terms), the order form, quote or written offer that names your workspace, locations and fees (the Order Form), and the Data Processing Agreement (the DPA) together form the agreement between RATECARDS and the business that accepts them (the Customer, you) (together, the Agreement); the Privacy Policy applies alongside the Agreement and explains how we handle personal data. If the documents conflict, the Order Form prevails over these Terms for the fees and term it states, and the DPA prevails for the processing of personal data.

The person who accepts these Terms, signs an Order Form or creates a workspace confirms that they are authorised to bind the Customer. The Service is offered to businesses and their staff only; it is not offered to consumers.

2. Definitions

• Workspace — the Customer's tenant in the Service, holding its locations, users, platform connections and review data.
• Location — a physical business location the Customer manages in its Workspace.
• User — a person the Customer allows to use its Workspace (an owner, admin, location manager, staff member or viewer).
• Platform — a third-party review platform the Service can connect to or link to, such as Google Business Profile, Trustpilot or Tripadvisor.
• Review Data — reviews, ratings, reviewer names and identifiers, replies and related content that the Service mirrors from a Platform under the Customer's authorisation.
• Customer Data — all data the Customer or its Users submit to the Service (location details, brand-voice settings, replies and touchpoint settings) together with the Review Data mirrored into its Workspace.
• Workspace owner — a User holding the owner role in the Workspace; a notice given to, or a consent given by, a workspace owner binds the Customer.
• Touchpoint — a QR code or short link the Service issues that sends a customer of the Customer to a Platform's review page.
• Fees — the charges stated in the Order Form.

3. The Service

The Service lets a business manage its online reviews across its locations. Depending on the Platforms the Customer connects and the features the Customer enables, the Service:

• connects to the Customer's accounts on supported Platforms with the Customer's authorisation and mirrors its reviews and replies into one feed;
• computes review metrics per location and workspace (ratings, response times, volumes and similar);
• lets Users reply to reviews from the Service, including with drafts generated by an AI model that a User reviews before publishing (see AI features);
• issues Touchpoints that send the Customer's customers to a Platform's review page;
• shows the health of each Platform connection and the status of each sync.

Early-access phase. The Service is offered to a first group of design-partner customers; the early-access phase lasts until RATECARDS tells workspace owners by email that it has ended (the Order Form may state a date). Features may be added, changed or withdrawn as the Service matures. We will tell the Customer's workspace owners by email before we remove or materially change a feature the Customer relies on, and we will not reduce the core functions listed above during a paid term without the Customer's agreement.

Which Platforms are available depends on each Platform's own programme. Access to a Platform's interface (for example the Google Business Profile API) is granted and controlled by that Platform, and a Platform may limit, change or withdraw that access at any time. Where a Platform's rules allow only a link and not mirroring (this is the case for Tripadvisor), the Service links to the Platform and does not store its content.

4. Accounts and Users

• Users must be at least 18 years old and must use the Service only for the Customer's business.
• Account details must be accurate and kept up to date. Each User must keep their sign-in credentials confidential and must not share an account.
• The Customer's owners and admins decide who becomes a User, what role they hold and which Locations they can see. The Customer is responsible for everything done in its Workspace under its Users' accounts.
• The Customer must tell us without delay at support@ratecards.co if it suspects that an account has been compromised.
• We may suspend an account or a Workspace where we reasonably believe it is being used in breach of the Agreement, is compromised, or is causing harm to the Service, a Platform or other customers. We will tell the Customer's owners why, and restore access once the issue is resolved.

5. Platform connections and Platform terms

When the Customer connects a Platform, it authorises RATECARDS to access that Platform account on its behalf, to read its reviews and related content, and — where the Customer uses the reply features — to publish replies in the Customer's name. The Customer confirms that it holds the rights on the Platform needed to grant this authorisation.

Each Platform has its own terms and content rules, and the Customer's use of the Service in relation to that Platform must comply with them. In particular the Customer must not use the Service to obtain reviews in a way a Platform prohibits, to publish content a Platform prohibits, or to interfere with a Platform's systems. RATECARDS mirrors and retains Review Data only in the way and for as long as the relevant Platform's rules allow; when a review is removed on the Platform, the Service marks it as removed within the time the Platform's rules require, stops showing and counting it, and deletes it with the Workspace. Mirrored Review Data stays in the Workspace after a Platform is disconnected until the Workspace is deleted.

The Customer's Platform credentials are stored encrypted (see the DPA's security annex). The Customer can have a Platform disconnected at any time by asking us at support@ratecards.co (a disconnect control inside the Workspace is planned); disconnection stops further syncing and revokes our access to the Platform account.

A Platform's decision to limit, change or withdraw access, or a Platform's outage, is outside our control and is not a breach of the Agreement by RATECARDS. We will use reasonable efforts to keep the Customer informed and to restore the connection when the Platform allows.

6. Customer Data and replies

• As between the parties, the Customer owns its Customer Data; Review Data remains subject to the rights of its authors and of the Platform it came from (see Intellectual property). The Customer grants RATECARDS a non-exclusive, worldwide licence to host, copy, process, transmit and display Customer Data as needed to provide, secure and support the Service and to comply with the law, for the term of the Agreement and the wind-down period.
• The Customer is responsible for every reply and every other content it publishes through the Service, including replies drafted by the AI features. A published reply is the Customer's statement, not ours.
• The Customer must not submit or publish content that is unlawful, defamatory, misleading, infringing, or that breaches a Platform's rules. We may withhold publication of, or remove from the Service, content that we reasonably believe breaches this section or a Platform's rules, and we will tell the Customer when we do.
• Review Data is content authored by third parties and made available by the Platforms; RATECARDS does not verify it and makes no representation about its accuracy.

7. AI features

The Service can classify reviews and draft replies using a large language model provided by Anthropic (see the Privacy Policy for what is sent and where it is processed). For each request the Service sends the review text, the reviewer's display name as shown on the Platform, the Location's name, the Customer's brand-voice settings and our instructions. Under Anthropic's commercial terms this content is not used to train Anthropic's models.

• Human review by default. Unless the Workspace has opted into the risk-based mode described next, every AI draft waits in the Workspace's reply queue for a User to review, edit and publish it. A workspace owner may later opt the Workspace into a risk-based mode in which lower-risk drafts publish without review; that opt-in is the Customer's specific and express consent to automated replies on its Platform accounts, and the Customer accepts responsibility for replies published in that mode.
• Drafts are suggestions. AI output can be wrong, incomplete or inappropriate. The Customer must review drafts with the same care as a reply it writes itself, and remains responsible for what it publishes.
• Limits and availability. AI usage is subject to per-Workspace monthly caps and rate limits set out in the Order Form or the Service, and may be unavailable while the model provider is unavailable. When the model cannot be used, Users reply manually.
• Records. The Service keeps a record of each AI attempt (the model, the draft, its status and confidence) with the review it relates to, so the Customer can audit what was generated and what was published.

8. Acceptable use

The Customer and its Users must not:

• use the Service to solicit, buy, fabricate or manipulate reviews, or to gate or filter review requests in a way a Platform prohibits;
• copy, scrape, resell, sublicense or make the Service or Review Data available to third parties, except to the Customer's own Users and advisers;
• reverse engineer the Service, probe or test its security without our written consent, or interfere with its operation or with other customers' workspaces;
• use Touchpoints for anything other than inviting genuine customers of the Customer to review the relevant Location;
• upload to the Service, or instruct us to process, personal data the Customer has no lawful basis to process, or data that targets special categories of personal data (for example health, financial or government-identifier data) — review text that a reviewer chooses to write is mirrored as the Platform provides it and is not a breach of this rule;
• use the Service in breach of any law that applies to the Customer.

9. Fees and payment

• Fees are charged per Location per month at the rate, in the currency and for the number of Locations stated in the Order Form. The Order Form may state volume brackets and a minimum fee.
• During the early-access phase RATECARDS invoices Fees by email. Unless the Order Form says otherwise, invoices are issued monthly in advance and are payable within 14 days of the invoice date by bank transfer to the account named on the invoice.
• Fees exclude VAT and other applicable taxes, which are added to invoices where the law requires. Where the Customer must withhold tax, it will gross up the payment so RATECARDS receives the invoiced amount.
• If an invoice is overdue we may, after giving 7 days' written notice, suspend the Workspace until it is paid. Suspension does not end the Agreement or the obligation to pay.
• We may change the Fees for a renewal term by giving the Customer at least 30 days' written notice before the renewal date. Fees do not change during a term the Customer has already paid for.

10. Term, suspension and termination

• The Agreement starts on the date stated in the Order Form (or, if none, the date the Workspace is created) and runs for the initial term stated there. If the Order Form states no term, the Agreement runs month to month. A fixed term renews automatically for successive periods of the same length unless either party gives at least 30 days' written notice before it ends; a month-to-month Agreement renews each month on the day of the month it started. Fees for each period are invoiced in advance as the Fees section describes.
• Either party may end a month-to-month Agreement, or stop a fixed term from renewing, by giving at least 30 days' written notice.
• Either party may end the Agreement immediately by written notice if the other party materially breaches it and does not cure the breach within 14 days of being told about it, or becomes insolvent.
• RATECARDS may end the Agreement on 30 days' notice if a Platform that the Customer's use depends on permanently withdraws the access the Service needs, and will refund any Fees paid in advance for the period after termination.
• On termination the Customer's access ends. During the 30 days after termination (the wind-down period) the Customer may ask us for an export of its Customer Data in a common machine-readable format; after that period we delete the Workspace's data as described in the DPA and destroy the encryption keys that protected the Workspace's Platform credentials. Every Platform authorisation is revoked within seven business days of termination, so the Customer can disassociate its Platform accounts from the Service. Copies in backups are overwritten in the ordinary backup cycle.
• Sections that by their nature should survive (fees owed, confidentiality, intellectual property, liability, governing law) survive termination.

11. Data protection and security

For the personal data of the Customer's reviewers, customers and staff that the Service processes on the Customer's behalf, the Customer is the controller and RATECARDS is the processor. The DPA sets out each party's obligations, the sub-processors we use, where data is processed and the security measures we maintain. The Privacy Policy explains how we handle the personal data of Users as a controller.

The Service is hosted in Frankfurt, Germany (European Union). Some sub-processors process data outside the EU and the UAE — in particular the AI model provider, which runs inference in Anthropic-operated regions including the United States. The DPA lists every sub-processor and its location.

12. Confidentiality

Each party will keep the other's non-public information confidential, use it only for the Agreement, and protect it with at least reasonable care. This does not cover information that is public through no fault of the recipient, already lawfully known to it, independently developed, or that must be disclosed by law (with notice to the other party where lawful). Customer Data is the Customer's confidential information. This section survives for three years after the Agreement ends, and indefinitely for trade secrets and personal data.

13. Intellectual property

• RATECARDS and its licensors own the Service, its software, design, metrics definitions, documentation and trade marks. The Customer receives a non-exclusive, non-transferable right to use the Service during the Agreement for its own business.
• Review Data remains subject to the rights of its authors and of the Platform it came from; the Customer's use of it must comply with the Platform's terms.
• If the Customer gives us feedback or suggestions, we may use them without obligation; this does not transfer any Customer Data.

14. Third-party Platforms and services

The Customer's use of a Platform is governed by the Customer's own terms with that Platform; RATECARDS is not a party to the Customer's agreement with a Platform and is not responsible for the Platform's services, availability or content. RATECARDS accesses each Platform under that Platform's developer terms and policies and complies with them; where a Platform's rules limit what the Service may do with the Customer's data, those limits apply to the Service. The sign-in provider (Google, where Google sign-in is offered and a User chooses it) and the links the Service offers to third-party sites are likewise provided by third parties under their own terms.

15. Warranties and disclaimers

• RATECARDS will provide the Service with reasonable skill and care and substantially as described in the Agreement.
• The Service does not guarantee any number of reviews, any rating, any ranking on a Platform or any business outcome. Review outcomes depend on the Customer's customers and on the Platforms.
• During the early-access phase no commitment about availability, response time or support hours is given unless the Order Form states one. We aim to tell workspace owners about planned maintenance in advance.
• Except as expressly stated in the Agreement, the Service is provided as is and all implied warranties are excluded to the extent the law allows.

16. Liability

• Nothing in the Agreement limits a party's liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be limited by law.
• Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue, business or goodwill, or loss or corruption of data (except as a result of a breach of the DPA), arising under or in connection with the Agreement.
• Subject to the two points above, each party's total liability under or in connection with the Agreement in any 12-month period is limited to the Fees paid or payable by the Customer under the Agreement in the 12 months before the event giving rise to the claim.
• The Customer will indemnify RATECARDS against third-party claims, fines and reasonable costs to the extent they are caused by content the Customer or its Users publish through the Service, by Customer Data the Customer had no right to provide, or by the Customer's breach of a Platform's terms or of data-protection law — except to the extent the claim is caused by RATECARDS's own breach of the Agreement or the DPA.

17. Changes to these Terms

Changes to the Service itself are covered in The Service. We may update these Terms. For changes that materially reduce the Customer's rights or increase its obligations we will give the Customer's workspace owners at least 30 days' notice by email before the change takes effect; the Customer may end the Agreement before that date if it does not accept the change. Other changes take effect when published on this page. The version and effective date are shown at the top of this page.

18. General

• Governing law and courts. The Agreement is governed by the federal laws of the United Arab Emirates as applied in the Emirate of Dubai. The courts of Dubai have exclusive jurisdiction over any dispute, except that either party may seek injunctive relief in any competent court.
• Notices. Notices to RATECARDS go to support@ratecards.co; notices to the Customer go to the email addresses of its workspace owners. A notice sent by email is received on the next business day in Dubai.
• Assignment. The Customer may not assign the Agreement without our written consent. RATECARDS may assign it to a successor of its business on notice.
• Force majeure. Neither party is liable for delay or failure caused by events beyond its reasonable control, including Platform outages and changes to Platform programmes.
• Entire agreement; severability; waiver. The Agreement is the whole agreement between the parties about the Service. If a term is unenforceable, the rest stands. Not enforcing a term is not a waiver of it.
• Language. The Agreement is written in English; any translation is for convenience only.

19. Contact

Questions about these Terms: support@ratecards.co. Postal address: RATECARDS L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates.