Terms & Conditions

1. Definitions

For the purposes of these Terms, unless otherwise stated:

• “Service” or “Platform”: the faiReview software solution, including feedback and review collection via QR codes and links, analytics dashboard, Google Business Profile management, AI-based assistant, Gift system, digital menu, staff gamification, and any other functionality made available by faiReview.
• “User” or “Client”: the natural or legal person, business operator, professional or company that registers for and uses the Service for its commercial activity.
• “End user”: the Client’s customer who interacts with the Service (for example by scanning a QR code or leaving feedback).
• “Client Data”: data, including personal data, entered, generated or processed by the Client or its end users through the Service.
• “Gift”: incentives or rewards configurable by the Client for internal feedback or to compensate for a negative experience, as provided by the Service.
• “Subscription”: the paid plans (Basic, Startup, Professional, Enterprise and related add-ons) governing access to Service features.
• “Cloud infrastructure”: the technology architecture of the Service, hosted on Google Cloud Platform (GCP) in regions and datacenters located in the European Union.

2. Background and subject matter

faiReview S.r.l. is an Italian company with registered office in Lecce (Italy), VAT IT05444420755, that develops and provides a cloud platform for online reputation management, feedback and review collection, sentiment analysis and related tools for commercial businesses.

This agreement grants the User a non-exclusive, non-transferable and revocable right to access and use the Service, subject to these Terms and the selected Subscription plan.

These Terms apply to all means of accessing the Service (web, mobile devices, APIs, integrations) and supersede any prior understanding between the parties regarding the same subject matter.

3. Registration, account and security

Access to the Service requires creating an account using credentials provided by the User (such as email address and password) or supported authentication systems. The User warrants that registration data is truthful, complete and kept up to date.

The User is solely responsible for keeping access credentials confidential and for all activity carried out through their account. The User must promptly notify faiReview of any unauthorised access or security breach.

faiReview may refuse registration, suspend or close an account if it detects false information, unlawful use of the Service or breach of these Terms.

Where the User acts on behalf of a company, they declare that they have authority to bind that entity to these Terms.

4. Description of the Service

The Service enables the User to collect feedback and reviews, monitor online reputation, manage Google Business Profiles, use AI tools for sentiment analysis and reply drafting, configure Gifts, manage digital menus, view KPIs and analytics, and use gamification features for staff.

faiReview may update, modify, expand or limit Service features, provided this does not materially and unjustifiably reduce features included in the Subscription plan already paid for the current period.

The Service is intended exclusively for the User’s professional and commercial use. faiReview does not publish reviews on behalf of end users or alter the content of reviews published on third-party platforms.

5. Plans, subscriptions and payments

Access to the Service is governed by Subscription plans published on the Pricing page at www.faireview.app. Prices are shown excluding VAT unless otherwise stated and may be updated with reasonable notice.

Paid Subscriptions renew automatically for equivalent periods (monthly or annual) unless cancelled by the User before expiry. Payments are processed through third-party payment providers compliant with PCI DSS standards.

In case of non-payment, faiReview may suspend access until payment is regularised. The User may change or cancel their Subscription from account settings or by contacting [email protected].

Any free trial periods, if offered, are governed by the conditions communicated at activation. After the trial, the account may convert to a paid plan or be limited according to Basic plan conditions.

6. Lawful use and User obligations

The User shall use the Service in compliance with these Terms, applicable law (including GDPR, consumer law where applicable, competition law and commercial communications rules) and the guidelines of integrated third-party platforms.

The User must not:

• use the Service for unlawful, fraudulent activities or activities that infringe third-party rights;
• send commercial communications without a valid legal basis and, where required, without the data subject’s consent;
• offer Gifts, rewards or incentives in exchange for reviews on Google or other public platforms, in breach of the respective guidelines;
• publish false, manipulated reviews or reviews attributed to persons other than the actual authors;
• attempt unauthorised access to the Service, faiReview systems or other Users’ data;
• decompile, decode, reverse engineer or copy the software, except as permitted by mandatory law;
• use the Service to transmit malware, spam or offensive, defamatory or discriminatory content.

7. Gifts, reviews and third-party platforms

Gifts configurable through the Service are intended exclusively for internal feedback (NPS) or to compensate dissatisfied customers, as provided by the Platform. The User is solely responsible for ensuring Gifts comply with applicable law and the policies of Google and other review platforms.

Reviews published on Google Business Profile or other third-party platforms are written and posted directly by end users on their own accounts. faiReview facilitates feedback collection but does not control or guarantee the publication, permanence or content of reviews on third-party platforms.

Integration with third-party services (Google, TripAdvisor, Booking and similar) is subject to those providers’ terms and conditions. faiReview is not responsible for changes, interruptions or limitations imposed by such services.

8. Intellectual property

The Service, including software, source code, design, trademarks, logos, documentation and content provided by faiReview, is the exclusive property of faiReview S.r.l. or its licensors and is protected by Italian and international copyright and industrial property laws.

The User is granted a limited, non-exclusive and non-transferable right to use the Service for the duration of the agreement. No intellectual property rights are transferred to the User under these Terms.

The User retains ownership of Client Data and content they enter. The User grants faiReview a limited licence to process such data solely to provide the Service, technical support, improve the Platform (in aggregated and anonymised form where possible) and comply with legal obligations.

9. Personal data processing and GDPR roles

Regarding personal data processed through the Service, the User generally acts as Data Controller and faiReview as Data Processor under Article 28 of Regulation (EU) 2016/679 (GDPR), for Client Data and related end-user data processed on the User’s behalf.

For personal data collected by faiReview as Data Controller (for example User registration data, billing, support, marketing to the User), the Privacy Policy available at www.faireview.app applies.

faiReview processes Client Data only for the purposes and according to the documented instructions of the User, except where required by law. Upon request, faiReview provides information necessary to demonstrate compliance and allows reasonable audits, subject to confidentiality and security constraints.

In the event of a personal data breach, faiReview will notify the User without undue delay and, where applicable, cooperate to fulfil GDPR notification obligations.

10. Cloud infrastructure, security and compliance

The Service is fully hosted on Google Cloud Platform (GCP), with resources and datacenters located in the European Union. The architecture is designed to ensure data residency in Europe, in compliance with GDPR and industry best practices.

faiReview implements appropriate technical and organisational measures to protect Client Data, including, by way of example, encryption in transit (TLS/HTTPS) and at rest, role-based access control, environment segregation, periodic backups, activity monitoring and logging, security policies and regular updates.

The GCP infrastructure used by faiReview benefits from the cloud provider’s security certifications and standards, including ISO/IEC 27001, ISO/IEC 27017, ISO/IEC 27018 and SOC 2, as documented by Google Cloud. faiReview selects and configures GCP services in compliance with applicable requirements.

faiReview uses sub-processors strictly necessary to provide the Service (including Google Cloud and related service providers). An updated list of sub-processors is available on request at [email protected]. Transfers of data to third countries, where necessary, take place in compliance with GDPR safeguards, including Standard Contractual Clauses approved by the European Commission.

11. Availability, maintenance and support

faiReview strives to ensure Service availability with a reasonable commercial uptime level, consistent with SaaS industry best practices. The Service may be temporarily unavailable due to scheduled maintenance, security updates or force majeure.

Where possible, faiReview will provide advance notice of scheduled maintenance that may significantly affect access to the Service.

Technical support is provided through the channels indicated on the website or in the account area, with response times commensurate with the subscribed Subscription plan. Enterprise plans may include dedicated support levels.

12. Limitation of liability

To the maximum extent permitted by applicable law, faiReview shall not be liable for: (a) indirect or consequential damages, loss of profit, loss of goodwill or loss of data; (b) content, reviews or conduct of end users or the User; (c) interruptions, changes or malfunctions of third-party platforms; (d) use of the Service in breach of these Terms or the law.

faiReview’s total liability to the User for any cause arising from these Terms or use of the Service is limited to the amount paid by the User to faiReview in the twelve (12) months preceding the event giving rise to the claim, except in cases of wilful misconduct or gross negligence and except for mandatory consumer rights.

The Service is provided “as is” and “as available”. Except as expressly stated in these Terms, faiReview makes no express or implied warranties, including warranties of fitness for a particular purpose or error-free operation.

13. Term, suspension and termination

These Terms take effect upon acceptance and remain in force for the entire period of use of the Service.

The User may terminate at any time by deleting their account or deactivating their Subscription. faiReview may suspend or terminate access immediately in case of material breach of these Terms, unlawful use, non-payment or upon request by competent authorities.

Upon termination, the User may export their data (reviews, feedback, contacts for which consent exists) in CSV format within the technical limits provided by the Service. After a reasonable retention period, faiReview may delete Client Data, except where different legal obligations apply.

14. Changes to the Terms

faiReview may amend these Terms for regulatory updates, Service evolution or operational needs. Changes will be published at www.faireview.app with the update date.

For material changes, faiReview will notify the User with reasonable advance notice (for example by email or in-app notification). Continued use of the Service after changes take effect constitutes acceptance of the updated Terms. If you disagree, you may stop using the Service and delete your account.

15. Governing law and jurisdiction

These Terms are governed by Italian law, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG) and conflict-of-law rules.

Any dispute arising from these Terms, use of the Service or related thereto shall be subject to the exclusive jurisdiction of the Court of Lecce (Italy), without prejudice to mandatory consumer protection under Italian Legislative Decree 206/2005 (Consumer Code), which grants consumers the right to bring proceedings in the courts of their place of residence or domicile.

Clauses involving limitations of liability, choice of forum or governing law are specifically approved under Articles 1341 and 1342 of the Italian Civil Code, where applicable.

16. Prevailing language version

These Terms may be translated into other languages for the User’s convenience. In case of discrepancy, contradiction or different meaning between the Italian version and any translation, the Italian version alone shall prevail and is legally binding.

17. Final provisions and contact

If any clause is invalid or ineffective, the remainder of the agreement remains fully effective.

Failure by faiReview to exercise any right under these Terms does not constitute a waiver of that right.

For information, assistance or communications regarding these Terms, contact:

• faiReview S.r.l.
• VAT IT05444420755
• Registered office: Lecce (Italy), operations: Milan (Italy)
• Email: [email protected]