Terms of Service

KundPulse (the "Service") is operated by KundPulse AB ("we", "us", "our"), a company registered in Sweden. 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 and, if signing up on behalf of an organisation, have authority to bind that organisation. You are responsible for keeping your credentials secure and for activity under your account, and 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 requests (there is no SMS channel), private feedback capture through your review links, a unified review inbox that syncs reviews from the Google Business Profile, Meta (Facebook Pages) and Trustpilot accounts you connect, AI-assisted reply drafting and optional automated replies to positive reviews, AI-generated executive reports and action items, multi-location management, team member access, and inbound webhooks so your point-of-sale or booking system can trigger requests automatically.

Specific features and quotas — including the number of locations and the number of executive reports per month — depend on your subscription plan. We may change, add, or remove features and do not guarantee the Service will be uninterrupted, error-free, or available at all times.

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 us, through inbound webhooks or any other integration, customer contact data you are not lawfully permitted to have contacted by email;
• 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, Trustpilot, Meta, 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, and that you have obtained all necessary lawful consents and notices required under applicable data protection laws (including GDPR) to contact such individuals via KundPulse.

The Service includes generative AI features (e.g. sentiment analysis, suggested replies, 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, 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.

The Service connects to third-party review platforms exclusively through their official authenticated APIs — Google Business Profile, Meta (Facebook Pages via the Graph API), and Trustpilot. 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, and you authorise KundPulse to read reviews and related profile data and to publish replies on your behalf in accordance with 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.

You retain ownership of the data, contacts, reviews, and content you submit to the Service ("Your Content"). You grant KundPulse AB a limited, worldwide, non-exclusive licence to host, process, and display Your Content solely to provide and improve the Service.

KundPulse AB retains all rights, title, and interest in the Service, including software, documentation, branding, and underlying technology. We grant you a limited, non-exclusive, non-transferable right to use the Service in accordance with your subscription plan.

Paid subscriptions are processed by Stripe. Pricing, billing, taxes, renewals, cancellations, and refunds are handled through Stripe and governed by the Stripe Services Consumer Terms. Subscriptions renew automatically at the end of each billing period unless cancelled before renewal.

Cancellation Timing: Subscriptions auto-renew unless cancelled prior to the billing cycle renewal date via your account settings.

Plan quotas: Each plan includes a fixed number of locations and a fixed monthly allowance of AI-generated executive reports. Allowances reset at the start of each billing month and unused allowances do not roll over.

KundPulse reserves the right to suspend or terminate access immediately without prior notice in cases of material breach, including 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. On termination, your right to use the Service ends; we may retain backups for a reasonable period before deletion in accordance with our Privacy Policy.

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. To the maximum extent permitted by law, KundPulse AB's aggregate liability under these Terms is limited to the fees you paid in the twelve (12) months preceding the event giving rise to the claim. We are not liable for indirect, consequential, or special damages, including lost profits, lost data, or loss of goodwill. Nothing in these Terms excludes liability for fraud, death, or personal injury where it cannot be excluded by law.

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 or that every review will be retrieved or every reply published.

Third-Party API Shield & Fixed Cap: KundPulse shall not be liable for service disruptions caused by downtime, API deprecations, or policy changes of third-party platforms (including Google, Meta, OpenAI, or Trustpilot). To the maximum extent permitted by law, KundPulse's total aggregate liability under these Terms is capped at the total amount paid by you to KundPulse in the six (6) months preceding the claim, or €500, whichever is lower.

You agree to indemnify KundPulse AB against claims arising from Your Content, your unlawful use of the Service, or your breach of these Terms.

We may update these Terms from time to time. Material changes will be notified by email or in-app. Continued use of the Service after changes take effect constitutes acceptance of the updated Terms.

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, including severe cloud infrastructure outages, cyberattacks, failure of third-party APIs, telecommunications failures, or acts of state.