Last updated: February 2025

These Terms of Service ("Terms") govern your access to and use of the KarmaLink customer reputation management platform and related services ("Service") operated by KarmaLink Ltd ("we," "our," or "us"). By accessing or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of a business, you represent that you have authority to bind that business to these Terms.

1. Definitions

Service means the KarmaLink platform, website, APIs, and any related software or tools we provide.
User or you means the business or person that accesses or uses the Service.
Customer Data means data about your customers (e.g. email hashes, booking and review information) that you submit or we process on your behalf.
Account means the registered business account used to access the Service.

2. Acceptance and Eligibility

By accessing or using the Service, you agree to these Terms. If you do not agree, you may not use the Service. You must be at least 18 years old and have the legal capacity to enter into a binding contract. The Service is intended for use by businesses in the hospitality industry (restaurants, bars, cafes, breweries, pubs) and related sectors. We reserve the right to refuse service or terminate accounts that do not meet our eligibility or acceptable use standards.

3. Service Description

KarmaLink provides a customer reputation and review management platform for the hospitality industry. The Service includes:

Karma scoring system (a balanced logarithmic algorithm scoring customers 0–100) to help you assess customer behaviour
Review management with booking context so reviews are linked to specific reservations
Cross-business reputation tracking (where permitted and with appropriate data sharing)
Customer intelligence (e.g. no-shows, double-bookings, punctuality) to support operational decisions
Analytics, reporting, and multi-property management
Integrations and APIs as made available from time to time

We provide the Service on a privacy-first basis: customer email addresses are hashed (e.g. SHA-256) and we do not store plain-text personally identifiable information for end-customers in the manner described in our Privacy Policy. Service features, availability, and scope may change; we will use reasonable efforts to notify you of material changes that affect your use of the Service.

4. Free Service Period and Pricing

KarmaLink is offered free of charge until 1 January 2027. After that date, standard pricing of £5 per property per month (or such other pricing as we publish) will apply. We will give at least 90 days' notice before introducing or changing fees. You are responsible for any applicable taxes. Pricing and payment terms for paid tiers will be set out in the Service or in a separate order/agreement.

5. Account and Security

You must provide accurate and complete information when registering and keep your account details up to date. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. You must notify us promptly of any unauthorised access or breach of security. We are not liable for any loss or damage arising from your failure to protect your credentials or from unauthorised use of your account.

6. User Responsibilities and Acceptable Use

You agree to:

Use the Service only in compliance with these Terms and all applicable laws and regulations
Respect customer privacy and data protection requirements (including UK GDPR and Data Protection Act 2018)
Provide and use Customer Data only where you have a lawful basis and necessary rights
Not misuse or abuse the Service, including by attempting to gain unauthorised access, interfering with the Service, or circumventing security or usage limits
Not use the Service for any illegal, harmful, or fraudulent purpose
Not resell, sublicense, or commercially exploit the Service except as expressly permitted by us
Not use the Service to send spam, distribute malware, or infringe any third party's intellectual property or other rights

We may suspend or terminate your access immediately if we reasonably believe you have breached this section or that your use poses a risk to us, other users, or third parties. We may also remove or refuse to process data that we consider inappropriate or in breach of these Terms.

7. Data, Privacy and Processing

Your use of the Service is also governed by our Privacy Policy. You retain ownership of your Customer Data. You grant us a licence to use, store, and process Customer Data as necessary to provide the Service, improve the Service (including in anonymised or aggregated form), and comply with law. We act as a data processor in respect of Customer Data where you are the data controller; we will process personal data in accordance with applicable data protection law and our data processing terms or Privacy Policy. You are responsible for ensuring you have a lawful basis and necessary rights to provide Customer Data to us and that your use of the Service (including karma scores and reviews) complies with data protection and other applicable law.

8. Intellectual Property

We and our licensors own all rights in the Service, including the platform, software, design, branding, and documentation. Nothing in these Terms transfers any of those rights to you. We grant you a limited, non-exclusive, non-transferable licence to access and use the Service for your internal business purposes in accordance with these Terms. You may not copy, modify, distribute, reverse engineer, or create derivative works of the Service except as expressly permitted by us in writing.

9. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted or error-free operation. The Service is provided subject to scheduled maintenance, third-party dependencies, and events outside our reasonable control. We may modify, suspend, or discontinue features or the Service (in whole or in part) with reasonable notice where practicable. We will not be liable for any unavailability, delay, or failure to perform due to causes beyond our reasonable control (including force majeure).

10. Disclaimer of Warranties

The Service is provided "as is" and "as available". To the fullest extent permitted by applicable law, we disclaim all warranties, whether express, implied, or statutory, including but not limited to warranties of merchantability, fitness for a particular purpose, title, non-infringement, and accuracy. We do not warrant that the Service will be uninterrupted, error-free, or free of harmful components, or that results obtained from the Service will be accurate or reliable. Your use of the Service is at your sole risk. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited under applicable law.

11. Limitation of Liability

To the maximum extent permitted by applicable law: (a) we shall not be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenue, data, goodwill, or business opportunity, whether in contract, tort (including negligence), or otherwise; (b) our total aggregate liability arising out of or in connection with these Terms or the Service in any 12-month period shall not exceed the greater of (i) the fees you paid to us in the 12 months preceding the event giving rise to liability, or (ii) £500; and (c) the foregoing cap and exclusions apply even if we have been advised of the possibility of such damages. Our liability under any indemnity we give in these Terms is not subject to the cap in (b) but remains subject to (a). These limitations apply to the fullest extent permitted by law. In jurisdictions that do not allow exclusion or limitation of certain liabilities, our liability will be limited to the maximum extent permitted.

12. Indemnification

You agree to indemnify, defend, and hold harmless KarmaLink Ltd and its officers, directors, employees, and agents from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to: (a) your use of the Service; (b) your breach of these Terms or any applicable law; (c) your Customer Data or your use or disclosure of Customer Data; (d) any dispute between you and a third party (including your customers) in connection with your use of the Service; or (e) any claim that your use of the Service infringes or misappropriates a third party's rights. We will give you prompt notice of any such claim and reasonable cooperation in its defence at your expense. You will not settle any claim that imposes obligations on us without our prior written consent.

13. Termination

We may suspend or terminate your account and access to the Service immediately, without prior notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties. We may also terminate or suspend with reasonable notice for business or operational reasons. You may stop using the Service and close your account at any time. On termination: (a) your right to access the Service ceases; (b) we may delete or retain your data in accordance with our Privacy Policy and legal obligations; and (c) sections that by their nature should survive (including Definitions, Intellectual Property, Disclaimer of Warranties, Limitation of Liability, Indemnification, Governing Law, and General) will survive. We do not provide refunds for any prepaid fees unless required by law or expressly agreed in writing.

14. Force Majeure

Neither party shall be liable for any failure or delay in performing its obligations where such failure or delay results from circumstances beyond its reasonable control, including but not limited to acts of God, war, terrorism, pandemic, government action, embargoes, strikes, failure of third-party services or telecommunications, or power failure. The affected party shall use reasonable efforts to mitigate the effect of such events and to resume performance as soon as practicable.

15. Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by email to your account address and/or by posting the updated Terms on our website with a new "Last updated" date. Your continued use of the Service after the effective date of changes constitutes acceptance of the revised Terms. If you do not agree to the changes, you must stop using the Service and may close your account. For significant changes we may require you to accept the new Terms explicitly or give you a period to object before they apply.

16. General

Entire agreement: These Terms (together with the Privacy Policy and any order or data processing terms we provide) constitute the entire agreement between you and us regarding the Service and supersede any prior agreements or understandings.
Severability: If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect.
Waiver: Our failure to enforce any right or provision shall not constitute a waiver of such right or provision.
Assignment: You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
No partnership: Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and us.
Third parties: These Terms do not confer any rights on any third party.
Governing law and jurisdiction: These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales, except that we may bring proceedings in any court of competent jurisdiction for injunctive or other equitable relief.

17. Contact Information

For questions about these Terms or the Service, please contact us:

KarmaLink Ltd, United Kingdom