Reputiq — Terms and Conditions

Last updated: 16 September 2026

These Terms and Conditions (“Terms”) govern access to and use of Reputiq (reputiq.co.za), a hospitality operations accountability platform operated by Reputiq Solution (Pty) Ltd (“Reputiq”, “we”, “us”, “our”). By creating an account or using Reputiq, you agree to these Terms on behalf of yourself and, if applicable, the property or business you represent (“Customer”, “you”).

If you are using Reputiq only as an Outlet Manager receiving an action plan form by email or WhatsApp, a limited section of these Terms applies to you specifically — see Section 10.

1. What Reputiq Does

Reputiq ingests guest reviews from connected platforms (including Google, Facebook, DinePlan, and Lekkeslaap), uses AI to summarise and classify them, and enables General Managers and Division Managers to create action plans — either from a review signal or created independently — which are sent to outlet-level staff for completion. Reputiq tracks responses and reports on outcomes, including rating trends over time.

Reputiq is an operational and communication tool. It does not guarantee any specific business outcome, including but not limited to rating improvements, guest satisfaction, or revenue.

2. Accounts and Roles

Reputiq accounts are role-based (General Manager, Division Manager, Review Entry, and others as made available). Each role has different levels of access, as configured by the Customer's administrator. You are responsible for:

The accuracy of information provided when setting up your property, outlets, and divisions
Assigning roles appropriately and managing who has access within your organisation
The confidentiality of your login credentials and all activity under your account

Outlet Managers who receive action plan forms do not hold platform accounts and are not subject to the account-related obligations in this section (see Section 10).

3. Free Trial

New accounts receive a 14-day free trial from the date of sign-up. No obligation exists to continue past the trial. If you do not cancel before the trial ends and have provided billing details, your subscription will begin automatically at the end of the trial period, billed as described in Section 4. If you have not provided billing details by the end of the trial, your account access will be paused until a plan is selected.

4. Subscriptions and Billing

Reputiq is offered on a subscription basis across plans described on our Pricing page, which may be updated from time to time.

Billing cycle: Subscriptions are billed monthly.
Payment processor: Payments are processed via Paystack. By subscribing, you authorise Reputiq, through Paystack, to charge your selected payment method on a recurring monthly basis until you cancel.
Currency: Fees are billed in South African Rand (ZAR).
Cancellation: You may cancel at any time from your account settings or by contacting info@reputiq.co.za. Cancellation stops future billing; you retain access to your plan's features until the end of the period you've already paid for. No further charges will occur after cancellation.
Refunds: Fees already paid for the current billing period are not refunded on cancellation, except where required by law. If a payment fails or is charged in error, contact info@reputiq.co.za and we will investigate and correct genuine billing errors.
Price changes: We may change subscription pricing from time to time. If a price change affects your active subscription, we will give you at least 30 days' notice by email before the new price takes effect. Continued use of Reputiq after that date constitutes acceptance of the new price. If you do not accept a price change, you may cancel before it takes effect.

5. Guest Review Data and Content

Reputiq connects to third-party review platforms under your authorisation to retrieve review data relevant to your property. You confirm that you have the right to connect these accounts and access this data.

How review content is handled: Reputiq does not permanently store the full original text of guest reviews. Only AI-generated summaries, classifications, and associated metadata are retained. This is a deliberate design choice to minimise the personal information Reputiq holds.

AI-generated summaries, classifications, and drafted responses are produced using third-party AI providers (currently including Groq, Google Gemini, and Cloudflare AI) and are provided for operational convenience. They may not always be accurate. You are responsible for reviewing AI-generated content — including suggested action plans, draft responses, and summaries — before acting on it or sending it externally.

6. Action Plans and Communications to Staff

Action plans may be delivered to individuals outside the Reputiq platform (Outlet Managers) via email or WhatsApp, using contact details you provide. You are responsible for:

Obtaining any necessary consent from staff members before sending them communications through Reputiq, including via WhatsApp
The accuracy of contact details provided
Ensuring your use of staff-related data (including names, response records, and performance data such as response times) complies with your own internal HR policies and applicable law

Staff recognition features, response-time tracking, and named staff mentions involve processing personal information about individuals other than the account holder. You are responsible for having a lawful basis to process this information about your staff.

7. Acceptable Use

You agree not to:

Use Reputiq to harass, defame, or retaliate against guests or staff
Attempt to circumvent role-based access controls
Use the platform to process personal information you are not authorised to process
Reverse-engineer, resell, or white-label the platform without a separate written agreement with us
Use action plan delivery (email or WhatsApp) for purposes unrelated to legitimate operational communication with your own staff

We may suspend accounts found to be in breach of this section, including during investigation of a suspected breach.

8. Data Hosting and Processing

Reputiq is built on Supabase (database, authentication, and storage) and hosted on Vercel (application layer). Data is currently hosted in Supabase's EU-West region, which is the region available on Supabase's free tier during Reputiq's current stage. We intend to migrate hosting to a South African region (Supabase's af-south-1) once Reputiq moves to a paid Supabase plan, which we expect to coincide with onboarding paying customers at scale. We will update this section and notify customers when that migration occurs.

Until that migration, personal information processed through Reputiq (including guest review summaries, staff names and contact details, and account information) is stored and processed in the EU-West region.

9. Data Protection (POPIA)

Reputiq processes personal information in accordance with the Protection of Personal Information Act (POPIA) and, given current hosting in the EU, principles consistent with the GDPR where relevant to cross-border transfer of personal information.

Information Officer: Tashleen Prince is Reputiq's Information Officer, responsible for ensuring compliance with POPIA and for handling data protection queries and requests. The Information Officer can be contacted at info@reputiq.co.za.
Original guest review text is not retained by Reputiq — only derived summaries and classifications, as described in Section 5.
You act as the Responsible Party (or Data Controller) for personal information relating to your own staff and guests that you input or that flows through your use of the platform. Reputiq acts as an Operator (or Data Processor) processing this data on your instruction, for the purpose of providing the platform's functionality.
Personal information collected includes: account and contact information you provide; guest review summaries and classifications derived by AI from connected review platforms; staff names, contact details, and response records associated with action plans; and usage data related to your use of Reputiq.
Personal information is retained for as long as your account is active, and for a reasonable period after account closure to comply with legal, accounting, or dispute-resolution obligations, after which it is deleted or anonymised.
You may request access to, correction of, or deletion of personal information Reputiq holds about you or, where you are the Responsible Party, request our assistance in responding to a request from your own guests or staff. Direct such requests to info@reputiq.co.za.
Queries, concerns, or complaints regarding how your personal information is handled can be directed to info@reputiq.co.za.

10. Outlet Managers (Non-Account Users)

If you receive an action plan form via email or WhatsApp without holding a Reputiq account, by submitting the form you confirm the information provided is accurate to the best of your knowledge. Your submission is shared with the General Manager or Division Manager who sent the form and becomes part of that property's action plan record. Reputiq does not use your response for any purpose beyond enabling this accountability record and does not send you unrelated communications.

11. Availability and Changes to the Service

Reputiq is provided on an “as available” basis. We aim for high uptime but do not guarantee uninterrupted access, and the platform may be unavailable at times due to maintenance, third-party outages (including Supabase, Vercel, Paystack, or AI providers we rely on), or factors outside our control. Features, integrations, and AI providers used may be added, changed, or removed over time as Reputiq develops. We will make reasonable efforts to notify paying customers of changes materially affecting their plan.

12. Limitation of Liability

To the maximum extent permitted by South African law:

Reputiq is not liable for indirect, incidental, or consequential loss arising from use of the platform, including lost revenue, lost profits, reputational harm, or loss arising from reliance on AI-generated content, review data, or rating trend information.
Reputiq's total liability to you for any claim arising from these Terms or your use of the platform is limited to the total fees you paid to Reputiq in the three (3) months immediately preceding the event giving rise to the claim.
Nothing in these Terms excludes liability that cannot be lawfully excluded, including liability for gross negligence or wilful misconduct.

13. Termination

You may cancel your subscription at any time as described in Section 4. We may suspend or terminate your access to Reputiq for material breach of these Terms, including non-payment or misuse of the platform as described in Section 7. Where reasonably possible, we will provide notice and an opportunity to remedy the breach before termination, except in cases of serious or repeated breaches.

On termination, your right to access Reputiq ends. Data retention following termination is handled as described in Section 9.

14. Changes to These Terms

We may update these Terms from time to time to reflect changes to Reputiq, our processes, or legal requirements. Material changes will be communicated by email or in-platform notice at least 30 days before taking effect. Continued use of Reputiq after that date constitutes acceptance of the updated Terms.

15. Governing Law and Jurisdiction

These Terms are governed by the laws of the Republic of South Africa. The parties consent to the exclusive jurisdiction of the Western Cape High Court in respect of any dispute arising from these Terms or your use of Reputiq.

16. Contact

General queries: info@reputiq.co.za
Support and billing queries: info@reputiq.co.za