Terms of Service

The KundPulse service (the "Service") is operated by KundPulse AB ("KundPulse", "we", "us", "our").

By creating an account or using the Service you agree to these Terms of Service ("Terms"). If you do not agree, do not use the Service.

Our Privacy Policy is incorporated into and forms an integral part of these Terms.

You must be of legal age. If you sign up on behalf of an organisation, you must have authority to bind that organisation.

You are responsible for keeping your credentials secure and for activity under your account. You must provide accurate information and keep it up to date.

B2B scope: The Service is strictly a Business-to-Business (B2B) software solution intended exclusively for commercial, professional, or business entities. You explicitly warrant that you are not subscribing as a consumer.

KundPulse helps businesses collect customer feedback and manage online reputation. The Service includes:

• email review invitations, and on Elite Pulse, WhatsApp review invitations and one-way recovery replies using fixed, pre-approved message templates;
• private feedback capture through your review links, while every customer keeps an open path to leave a public review;
• a unified review inbox that syncs reviews from the Google Business Profile accounts you connect;
• AI-assisted reply drafting and, on Elite Pulse, optional Autopilot replies to positive reviews, which you can switch off at any time;
• AI-generated executive reports and action items;
• an optional public review showcase page and website embed;
• multi-location management and team member access; and
• inbound webhooks, so your point-of-sale or booking system can trigger requests automatically.

Specific features and quotas depend on your subscription plan. That includes the number of locations and the number of executive reports per month.

We may change, add, or remove features. We do not guarantee the Service will be uninterrupted, error-free, or available at all times.

The business owner controls billing, integrations, API keys, and workspace deletion. Team members can work with reviews, requests, and replies, but cannot access billing or delete the workspace. Seats depend on your plan.

You are responsible for the people you invite, for removing access when they leave, and for all actions taken by your team members under these Terms.

If you enable the showcase, you choose which reviews are published, pinned, or hidden on your public page or website embed. You must have the right to display that content and must not edit, misattribute, or otherwise misrepresent any review.

The showcase is your own marketing display. It never affects which customers are invited or what any customer can post on Google or another review platform.

Free tools such as the review QR generator, reputation audit, and printable kits are provided "as is" without any warranty. Audit scores, benchmarks, and revenue figures are illustrative estimates based on general assumptions, not measured market data, and must not be relied on as financial advice.

You agree not to:

• use the Service unlawfully or in breach of these Terms;
• send fraudulent, deceptive, or unsolicited (spam) messages through the Service;
• infringe intellectual property, privacy, or other rights of third parties;
• interfere with security or integrity (malware, probing, scraping, circumventing limits);
• upload customer contacts you do not have a lawful basis to message;
• send WhatsApp invitations or recovery replies to anyone who has not agreed to be contacted on WhatsApp, or in breach of WhatsApp Business policies;
• send us, through inbound webhooks or any other integration, customer contact data you are not lawfully permitted to have contacted by email;
• send any review request or POS-triggered webhook message in violation of applicable messaging or privacy laws (for example, the EU ePrivacy Directive or CAN-SPAM), or to recipients you do not have a lawful basis to contact;
• engage in review gating, selective invitation (cherry-picking), feedback suppression, or any practice that violates the terms of service or guidelines of third-party review platforms (including Google and others); or
• resell, redistribute, or reverse-engineer the Service.

Data Controller Representation: You represent and warrant that you are the sole Data Controller of all customer contact data uploaded to or processed through the Service.

You also warrant that you have obtained all necessary lawful consents and notices required under applicable data protection laws (including GDPR) to contact such individuals via KundPulse.

Customer notice & channel permission: Before you provide a customer's email address or phone number to KundPulse, or enable email or WhatsApp invitations, you must inform your customers that they may receive service-related follow-ups from your business through those channels, and you must have an appropriate legal basis (such as consent where required) to contact them. You must honour opt-out requests promptly. KundPulse sends messages on your instructions and does not verify the permissions you hold; you remain responsible for any message sent to a customer you were not permitted to contact.

The Service includes generative AI features. Examples are sentiment analysis, suggested replies, and executive summaries.

You are responsible for the prompts and inputs you provide, the way you use AI-generated outputs, and for verifying their accuracy before publishing or relying on them. AI outputs may be inaccurate or incomplete and are not a substitute for professional advice.

You must not use the AI features to generate illegal content, deceptive material, hate speech, or malware, or to impersonate any person. We may filter, restrict, or refuse outputs and suspend accounts that misuse AI features.

You must hold the necessary rights to any content you submit. We will act on credible rights-holder complaints and may suspend repeat infringers.

Subject to these Terms, KundPulse grants you a worldwide, royalty-free, non-exclusive license to use, publish, and modify AI-generated outputs created through your account.

AI transparency: You acknowledge that where AI features generate responses or customer communications, you (the Merchant/Deployer) are solely responsible for ensuring appropriate disclosure and compliance with applicable AI transparency regulations (including EU AI Act disclosure rules) when interacting with end-customers.

AI Errors & Liability Release: AI models are probabilistic. They can produce hallucinations, factual errors, context errors, inaccurate or misleading statements, and outputs that are similar or identical to outputs generated for other customers. AI outputs do not constitute legal, medical, employment, financial, accounting, or other professional advice, and must not be relied on as such. You assume sole responsibility for reviewing, verifying, and editing all AI-generated outputs (including suggested replies, executive summaries, root-cause analyses, and automated responses) before publishing or relying on them.

Publisher responsibility & Autopilot: You are the sole deployer and publisher of every communication sent or published through your account. This applies equally where you enable autonomous publishing (for example Autopilot replies to public reviews), in which case content may be generated and published without further manual review based on the settings you choose. You accept full legal responsibility for that content and for the settings you enable, and you may disable such automation at any time.

To the maximum extent permitted by law, KundPulse is not liable for brand-reputation damage, defamation or other content-based claims, customer disputes, regulatory action, or legal claims arising from AI errors, from AI-generated outputs, or from automated replies published under your account settings.

The Service connects to third-party review platforms exclusively through their official authenticated APIs — Google Business Profile only. The Service does not scrape, crawl, or ingest review data from public profile URLs.

By connecting an account, you represent and warrant that you are the owner of, or an authorised manager for, that business profile. You authorise KundPulse to read reviews and related profile data and to publish replies on your behalf, following your settings.

Your use of each connected platform remains subject to that platform's own terms and developer policies. You may disconnect an integration at any time. Disconnecting purges the review data synced from that platform for that location.

KundPulse processes review data strictly to provide sentiment analytics, executive reporting, and reply-management workflows. KundPulse does not screen, filter, intercept, or alter the transmission of reviews to third-party platforms.

Account Action Disclaimer: KundPulse is not liable if a connected third-party platform (Google) suspends, penalizes, or restricts your business profile. That includes action taken because of your usage, your content, or changes to that platform's own policies or enforcement practices.

You retain ownership of the data, contacts, reviews, and content you submit to the Service ("Your Content").

You grant KundPulse a limited, worldwide, non-exclusive licence to host, process, and display Your Content solely to provide and improve the Service.

KundPulse retains all rights, title, and interest in the Service. This includes software, documentation, branding, and underlying technology.

We grant you a limited, non-exclusive, non-transferable right to use the Service in line with your subscription plan.

Fees are charged in advance for each monthly or annual billing period at the prices shown at checkout, plus applicable taxes. Payments are processed by Stripe, our payment processor; we do not store card details.

Free trial: First-time subscribers receive a 14-day free trial. Payment details are collected at checkout and the first charge is made when the trial ends unless you cancel before then. The trial is available once per business.

Renewal and cancellation: Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date via your account settings.

Plan changes and refunds: Upgrades take effect immediately and may be prorated. Downgrades take effect at the next renewal and may remove features or locations that exceed the new plan. Fees already paid are non-refundable, including for partial periods, except where mandatory law requires otherwise.

Plan quotas: Each plan includes a fixed number of locations and a fixed monthly allowance of AI-generated executive reports. Elite Pulse includes a monthly allowance of WhatsApp invitations, with optional paid top-ups.

Allowances reset at the start of each billing month. Unused allowances do not roll over. Purchased top-ups are non-refundable and expire when your subscription ends.

KundPulse reserves the right to suspend or terminate access immediately without prior notice in cases of material breach. That includes engagement in review gating, cherry-picking, or third-party platform guideline violations.

You may also stop using the Service at any time by cancelling your subscription. If you cancel, your account remains active until the end of the current billing cycle.

On the final day of the subscription period, the account and all associated customer data, logs, and reports will be permanently deleted. The exception is where legal retention obligations require otherwise.

You are solely responsible for exporting any required data before the final day of the active subscription period.

The Service is provided "as is" and "as available". To the fullest extent permitted by law we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

Single aggregate liability cap: To the maximum extent permitted by law, and notwithstanding anything else in these Terms, KundPulse's total aggregate liability for all claims arising out of or in connection with these Terms or the Service is limited to the lower of (a) the fees you actually paid to KundPulse in the twelve (12) months immediately preceding the event giving rise to the first claim, and (b) five hundred euros (€500). This single cap replaces and supersedes any other limitation of liability stated elsewhere in these Terms.

We are not liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost revenue, lost or corrupted data, business interruption, or loss of goodwill, whether or not foreseeable. Nothing in these Terms excludes or limits liability for fraud, wilful misconduct, gross negligence, death, or personal injury, or any other liability that cannot be excluded or limited under mandatory Swedish or EU law.

Financial Metrics & ROI Estimates Disclaimer: Dashboard revenue metrics such as "Revenue Rescued", "Revenue at Stake", "New Review Value", and "Root-Cause Loss" are mathematical projections generated for informational, planning, and directional guidance only.

They rely on user-configured parameters (such as Average Customer Value) and statistical models, and do not constitute formal financial, accounting, or audit guarantees. KundPulse disclaims liability for any operational or financial decisions made based on these figures.

Service availability & third-party dependence: Review syncing and reply publishing depend on the availability, rate limits, and continued authorisation of the third-party platform APIs you connect.

We do not warrant that any connected platform will remain available, that every review will be retrieved, or that every reply will be published.

Anti-Spam & Deliverability Indemnity: You agree to hold KundPulse harmless from any domain blacklisting, IP reputation loss, deliverability penalties, regulatory fines, or similar claims arising from your recipient lists, messaging practices, or failure to comply with applicable anti-spam and messaging laws.

Third-Party API Shield: KundPulse shall not be liable for service disruptions caused by downtime, API deprecations, rate limiting, or policy changes of third-party platforms or providers (including Google and our AI providers).

You agree to defend, indemnify, and hold harmless KundPulse, its affiliates, officers, employees, and suppliers from and against any third-party claims, demands, proceedings, regulatory investigations or fines, damages, losses, and reasonable legal costs arising out of or in connection with:

• Your Content and the customer data you upload or send to the Service;
• any communication generated, sent, or published through your account — including AI-drafted replies and Autopilot replies published under your settings — and any claim that such a communication is inaccurate, misleading, defamatory, or unlawful;
• your messaging, recipient lists, and consent practices;
• your unlawful use of the Service or breach of these Terms; and
• your breach of a connected platform's terms or developer policies.

This indemnity applies to the fullest extent permitted by applicable law and does not apply to the extent a claim results from KundPulse's own fraud, wilful misconduct, or gross negligence.

We may update these Terms from time to time. Material changes will be notified to the account owner by email or in-app at least thirty (30) days before they take effect, unless a shorter period is required by law or by a third-party platform change.

If you do not agree with a material change, you may cancel before it takes effect. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

Where we process end-customer personal data on your behalf, we act as your Data Processor and you remain the Data Controller. Our Data Processing Agreement (DPA), which reflects GDPR Article 28, forms part of these Terms and is available on request at support@kundpulse.com.

These Terms are governed by the laws of Sweden.

Any disputes arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the district court of Stockholm, Sweden.

Questions about these Terms: support@kundpulse.com — KundPulse AB.

Neither party shall be liable for any failure or delay in performance caused by events beyond its reasonable control. Examples include severe cloud infrastructure outages, cyberattacks, failure of third-party APIs, telecommunications failures, or acts of state.