Terms & Conditions

1. Agreement to these terms

These Terms & Conditions (“Terms”) are a legal agreement between you and RAPPORTIQ AI PTY LTD (trading as RapportIQ, “RapportIQ”, “we”, “us”). They govern your access to and use of the RapportIQ website, applications and services (together, the “Service”). By creating an account, clicking to accept, or using the Service, you agree to these Terms. If you are entering into these Terms for a business, you confirm you are authorised to bind that business, and “you” means that business.

These Terms incorporate our Privacy Policy, AI Policy and Acceptable Use Policy. If you do not agree, do not use the Service.

2. Definitions

• Connected platform - a third-party platform (such as Google, Yelp, Facebook, and others) that you link to your account.
• Your content - the information, text, drafts, business details and customer data you provide to or generate in the Service.
• AI output - review scores, drafted replies, insights and other material produced by the Service’s AI features.
• End customer - a person whose information you bring into the Service, such as a reviewer or a customer you contact.

3. Eligibility and accounts

You must be at least 18 years old and able to form a binding contract to use the Service. You are responsible for the accuracy of your account information, for keeping your credentials secure, and for all activity under your account. Tell us promptly if you suspect unauthorised use. You are responsible for your users and for ensuring they comply with these Terms.

4. Plans, trials, billing and cancellation

The Service is offered on subscription plans and, where offered, a free trial. The features, limits and price of each plan are shown at the point of sale on our pricing page or in your order. By subscribing you authorise us, through our payment processor, to charge the applicable fees for the plan and billing period you select.

• Free trial. If you start a trial, you can use the applicable features for the stated trial period. Unless you cancel before the trial ends, your subscription may begin and fees may become payable, as described at sign-up.
• Renewals. Subscriptions renew automatically for the same period until cancelled. You can cancel at any time; cancellation takes effect at the end of the current billing period unless the law requires otherwise.
• Taxes. Fees are exclusive of taxes unless stated. You are responsible for applicable taxes, which may be added to your invoice.
• Changes to fees. We may change fees for future billing periods with reasonable prior notice. Changes do not apply retroactively.
• Refunds. Except where a refund is required by a law that applies to you (including the consumer guarantees described below), fees are non-refundable once a billing period has begun.

We never store your full card details; payments are handled by our payment processor.

5. The Service and AI-generated content

RapportIQ reads your reviews from connected platforms, triages them, drafts replies, produces insights, and, where you allow it and the platform permits it, posts approved replies on your behalf. It can also send review requests and private messages to your customers when you ask it to.

You are responsible for what is published. AI output may be inaccurate or incomplete. Except for actions you have expressly configured to run automatically within the guardrails described in the AI Policy, content is published only after you approve it, and you are responsible for reviewing it first. You are responsible for the messages you send to your customers and for having the consents those messages require.

6. Connected platforms

When you connect a third-party platform, you authorise RapportIQ to access that platform on your behalf to provide the Service. Your use of each platform remains subject to that platform’s own terms and policies, and you are responsible for complying with them. We act on your instructions and are not responsible for a platform’s availability, decisions, rate limits, or changes to its terms. Some platforms restrict automated posting; where a platform requires human approval, the Service will hold replies for you. You can disconnect a platform at any time.

7. Acceptable use

Your use of the Service must comply with our Acceptable Use Policy, which forms part of these Terms. Among other things, you must not use the Service to post fake or incentivised reviews, to gate or manipulate reviews, to send messages without the consent the law requires, or to break the law or a connected platform’s rules. We may suspend or limit the Service to investigate a suspected breach.

8. Intellectual property and licence

We and our licensors own the Service, including its software, design and content, and all related intellectual property rights. Subject to these Terms, we grant you a limited, non-exclusive, non-transferable, revocable right to use the Service for your business during your subscription. You must not copy, modify, resell, reverse engineer, or create derivative works from the Service, or use it to build a competing product.

9. Your content and feedback

You keep all rights in your content. You grant us a licence to host, process and use your content as needed to provide, secure and improve the Service, consistent with our Privacy Policy. You are responsible for your content and confirm you have the rights and, where required, the consents to provide it and to have us process it, including any end-customer data you bring into the Service.

If you send us feedback or suggestions, you grant us a perpetual, royalty-free right to use them to improve the Service, without obligation to you.

10. Third-party services

The Service works with third-party platforms and providers we do not control. Your use of a third party is subject to its terms, and we are not responsible for its acts or omissions. Third-party providers help us deliver AI processing, messaging, payments and hosting, as described in the Privacy Policy.

11. Messaging and SMS program

The Service can send SMS and messaging-app communications to your customers on your behalf, and can send you account and service messages. When you use these features:

• you are the sender of messages to your customers, and you are responsible for obtaining the consent the law requires before a message is sent and for honouring opt-out requests, as set out in our Acceptable Use Policy;
• recipients can opt out of your messages by replying with a standard keyword such as STOP, and can ask for help by replying HELP;
• message frequency varies with your activity, and message and data rates may apply to recipients depending on their carrier and plan;
• carriers are not liable for delayed or undelivered messages, and delivery depends on the recipient’s carrier and device;
• messaging features are available only in the regions we support and are subject to the rules of the messaging providers and networks we rely on.

Account and security messages we send you are necessary to provide the Service, so you cannot opt out of them while you hold an account.

12. Beta and early-access features

Parts of the Service, or the whole Service during an invite-only period, may be offered as a beta, preview or early-access release. These features are provided “as is”, may change or be withdrawn, may be less reliable than generally available features, and may be subject to additional terms we tell you about at the time. We may use your feedback to improve them, as described in the “Your content and feedback” section.

13. Resellers, partners and referrals

We do not currently offer a public reseller or white-label programme. If we make one available, or if you access the Service through an authorised reseller, partner or referral arrangement, that arrangement is governed by a separate written agreement between the relevant parties, and these Terms continue to apply to your use of the Service except where that separate agreement expressly says otherwise. You must not resell, sublicense or provide the Service to any third party without our written agreement.

14. Reporting intellectual property infringement

We respect intellectual property rights and expect you to do the same. If you believe content on or sent through the Service infringes your copyright, trademark or other rights, contact us using the details at the end of these Terms with enough information to identify the rights and the material in question, your contact details, and a statement of your good-faith belief that the use is not authorised. We will review and take appropriate action, which may include removing content or, for repeat infringers, suspending accounts.

15. Disclaimers

To the maximum extent permitted by law, and subject to the consumer guarantees section below, the Service is provided “as is” and “as available” without warranties of any kind, whether express or implied, including any implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted or error-free, that AI output will be accurate, or that connected platforms will remain available.

16. Limitation of liability

To the maximum extent permitted by law, and subject to the consumer guarantees section below, neither party will be liable for indirect, incidental, special, consequential or exemplary damages, or for lost profits, revenue, data or goodwill, arising out of or relating to the Service. To the maximum extent permitted by law, our total aggregate liability arising out of or relating to these Terms is limited to the fees you paid us for the Service in the twelve months before the event giving rise to the liability.

Nothing in these Terms limits liability that cannot be limited by law.

17. Indemnity

To the extent permitted by law, you will defend and indemnify us against claims, losses and costs arising from your content, your use of the Service in breach of these Terms, your messages to end customers, or your breach of a connected platform’s terms or of any law.

18. Consumer guarantees and non-excludable rights

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy that the law gives you and that cannot be excluded. In particular:

• Australia. Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures you are entitled to a replacement or refund and to compensation for reasonably foreseeable loss; for failures that are not major you are entitled to have the problem remedied in a reasonable time. Where permitted, our liability for a failure to comply with a guarantee is limited to resupplying the service or paying the cost of resupply.
• New Zealand. Where you acquire the Service as a consumer, the Consumer Guarantees Act 1993 applies and is not excluded.
• United Kingdom and European Union. Your statutory rights as a consumer, including under the Consumer Rights Act 2015 and equivalent EU law, are not affected.
• United States, Canada and India. Any mandatory consumer protection rights you have under the law of your jurisdiction continue to apply.

19. Term, suspension and termination

These Terms apply while you use the Service. You may stop using the Service and close your account at any time. We may suspend or terminate your access if you materially breach these Terms, if required by law, or to protect the Service, our users or third parties, and we will give notice where practicable. On termination your right to use the Service ends; we handle your data as described in the Privacy Policy. Terms that by their nature should survive termination will survive.

20. Changes to these terms

We may update these Terms from time to time. When we make a material change we will update the “Last updated” date and, where appropriate, notify you. If you continue to use the Service after a change takes effect, you accept the updated Terms.

21. Governing law and disputes

These Terms are governed by the laws of New South Wales, Australia, and you and we submit to the non-exclusive jurisdiction of the courts of New South Wales, Australia. This choice does not deprive you of the protection of the mandatory consumer laws of the country where you live, and you may also have the right to bring proceedings in your local courts where the law gives you that right.

Before starting formal proceedings, we encourage you to contact us so we can try to resolve the matter. Nothing here prevents either party from seeking urgent injunctive relief.

22. General

These Terms, with the documents they incorporate, are the entire agreement between you and us about the Service. If a provision is found unenforceable, the rest stays in effect. Our failure to enforce a right is not a waiver. You may not assign these Terms without our consent; we may assign them to an affiliate or in connection with a business transfer. We are not liable for delays or failures caused by events beyond our reasonable control.