Terms of Service
Last updated: [DATE]
These terms govern your use of this website and, where you become a client, the services provided by ImplementIQ Ltd., operating the Qairo service, ("Qairo", "we", "us"). Where you sign a separate services agreement with us, that agreement governs and these terms fill any gaps.
1. Our services
We write and publish responses to public reviews of your business, and maintain your business listings on supported platforms. The specific locations, platforms, and service tier are set out in your order form. We may adjust which platforms we support if a platform changes its rules or access, and we will tell you before we do.
2. Your account and authorisation
To perform the services you must grant us the access each platform requires, typically a manager or equivalent role on your business profile. By granting that access you confirm that:
- You own or are authorised to manage the business and its listings
- You authorise us to publish responses and listing updates in the name of your business
- The information you give us about your business is accurate and current
You may revoke our access at any time. Doing so may prevent us from meeting the response commitment in section 5, and does not by itself cancel your subscription.
3. What we will not do
These limits are part of the service, not exceptions to it. We will not:
- Write, buy, solicit, or arrange fake or incentivised reviews
- Filter or gate review requests so that only satisfied customers are invited to post
- Respond to a review we know to be fabricated as though it were genuine
- Dispute or seek removal of a negative review that complies with platform rules
- Publish anything we believe is false, misleading, or contrary to a platform's terms
If you instruct us to do any of the above we will decline, and repeated instructions of that kind are grounds for us to end the engagement under section 7.
4. Approvals and escalation
For the first two weeks, or longer if you prefer, every response is sent to you for approval before publication. After that we publish directly unless you tell us otherwise.
Regardless of approval settings, we will not publish a response without first contacting your named escalation contact where a review involves an allegation of harm or safety, staff conduct, a legal threat, a regulatory matter, or a request for a refund. You are responsible for keeping your escalation contact details current.
5. Response commitment
We respond to eligible reviews within 24 hours of the review becoming visible to us through the platform. If we fail to do so, tell us within 30 days and we will credit your next invoice for the affected location for that month.
A review is not eligible where: we did not have working access to the platform; the platform's systems were unavailable or delayed in notifying us; the review was escalated under section 4 and we were awaiting your response; you had approvals enabled and had not approved the response; or the review requires information only you can supply. The credit described above is your sole remedy for a missed response.
6. Fees and payment
Fees are charged monthly per location, in Canadian dollars, in advance, and are set out in your order form. Applicable GST or HST is added. Payment is due on receipt unless your order form says otherwise. We may suspend services on accounts more than [X] days overdue after giving written notice. We may change our prices on [X] days' notice, and a price change does not take effect until your next renewal.
7. Term, cancellation, and suspension
Service runs month to month unless your order form states a fixed term. Either party may cancel with [X] days' written notice, effective at the end of the current billing month. We do not refund partial months.
We may suspend or end the engagement immediately if you breach these terms, if payment is materially overdue, or if continuing would require us to act contrary to section 3 or to a platform's rules.
On termination we stop publishing, hand back your voice guide and a record of responses published, and remove our access to your accounts. You are responsible for removing any access we cannot remove ourselves.
8. Third-party platforms
Google, Facebook, and other review and listing platforms are independent of us. We do not control their rules, their algorithms, their ranking, whether they display or remove a response or review, or whether they grant or maintain access. We do not guarantee any outcome relating to ratings, review volume, search ranking, or the removal of any review. Where we submit a removal request we are asking, not deciding.
9. Your content and ours
You keep ownership of your brand, marks, business information, and the material you supply. You grant us a licence to use it for the purpose of performing the services. Responses we publish on your behalf belong to you. We keep ownership of our own methods, playbooks, templates, and internal tools, and nothing in these terms transfers them to you.
10. Confidentiality
Each party will keep the other's non-public information confidential and use it only to perform or receive the services. This survives termination. We will not name you as a client publicly, or quote you, without your written permission.
11. Privacy
Our handling of personal information is described in our Privacy Policy, which forms part of these terms. Where we handle personal information about your customers, we do so as your service provider and on your instructions.
12. Warranties and disclaimer
We will perform the services with reasonable care and skill, using people trained on your approved voice guide. Other than that, and to the extent the law allows, the services are provided without further warranty of any kind, express or implied.
13. Limitation of liability
To the extent permitted by law, neither party is liable for indirect, incidental, special, or consequential loss, or for lost profits, lost revenue, or lost business opportunity. Our total aggregate liability arising out of or relating to the services is limited to the fees you paid us in the [X] months before the event giving rise to the claim. Nothing in these terms limits liability that cannot be limited by law.
14. Indemnity
You will indemnify us against claims arising from information you supplied that was inaccurate or misleading, from instructions you gave that breached a platform's rules or applicable law, or from your lack of authority to grant us access to a listing.
15. Governing law
These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there. The parties submit to the exclusive jurisdiction of the courts of Ontario.
16. Changes
We may update these terms. The date at the top shows when they last changed. For current clients, material changes take effect at your next renewal and we will tell you in advance.
17. Contact
ImplementIQ Ltd.
hello@qairo.net · [PHONE]