Terms of Service

1. Acceptance of Terms

By creating a GuestGem account or using our platform, you agree to these Terms of Service and our Privacy Policy. If you are using GuestGem on behalf of a business, you represent that you have authority to bind that business to these terms.

2. Description of Service

GuestGem is a SaaS platform that uses AI to help hospitality businesses read, draft, and publish responses to guest reviews across platforms including Google Business Profile, TripAdvisor, Booking.com, and others. The platform includes review monitoring, AI response generation, analytics, and team collaboration tools.

3. Your Account

You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorized use at support@guestgem.com. GuestGem is not liable for losses resulting from unauthorized access where you failed to maintain credential security.

4. Platform Integrations & Third-Party Access

When you connect a third-party platform (e.g., Google Business Profile) to GuestGem, you authorize us to access, retrieve, and post content to that platform on your behalf, within the permissions you grant during the OAuth authorization flow. You remain solely responsible for the content published to review platforms through GuestGem.

You must ensure that your use of connected platforms complies with those platforms' own terms of service. GuestGem is not responsible for changes to third-party platform APIs, terms, or policies that affect service availability.

5. AI-Generated Content

GuestGem generates AI-drafted responses for your review. You are responsible for reviewing and approving any content before it is published. By publishing a response through GuestGem, you confirm that the content is accurate, appropriate, and compliant with applicable laws and platform policies.

GuestGem does not guarantee the accuracy, quality, or legal compliance of AI-generated content. We strongly recommend that you review all responses before publication, particularly for negative or legally sensitive reviews.

6. Acceptable Use

You agree not to:

• Use GuestGem to generate or publish false, defamatory, or misleading review responses.
• Attempt to reverse-engineer, scrape, or extract data from the platform beyond normal use.
• Use the platform in violation of any applicable law or regulation.
• Share account credentials or allow unauthorized access by third parties.
• Use the platform to harass, threaten, or harm any person.

7. Subscription & Billing

GuestGem is offered on a subscription basis. Fees are charged in advance for each billing period. All fees are non-refundable except as required by applicable law or as stated in your subscription agreement. We reserve the right to change pricing with 30 days' written notice.

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing period. You will retain access to the platform until the end of the period for which you have paid.

8. Service Availability

We aim to maintain high availability but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance where possible. We are not liable for service disruptions caused by third-party platform outages (e.g., Google API downtime).

9. Intellectual Property

GuestGem and its underlying technology, including AI models, workflows, and interface design, are owned by ReputeIQ, Inc. and protected by intellectual property laws. You retain ownership of your hotel data and review content. You grant GuestGem a limited license to process your data for the purpose of providing the service.

10. Limitation of Liability

To the maximum extent permitted by law, GuestGem's total liability for any claim arising from these terms or your use of the platform shall not exceed the fees you paid in the 12 months preceding the claim. We are not liable for indirect, incidental, consequential, or punitive damages.

11. Termination

We may suspend or terminate your account for material breach of these terms, with or without notice. Upon termination, your access to the platform ceases and your data will be handled in accordance with our Privacy Policy and Data Deletion policy.

12. Governing Law

These terms are governed by the laws of the State of Delaware, United States, without regard to conflict of law provisions. Any disputes shall be resolved in the courts of Delaware, and you consent to personal jurisdiction in that venue.

13. Changes to These Terms

We may update these terms from time to time. Material changes will be communicated via email at least 14 days before taking effect. Continued use of the platform after the effective date constitutes acceptance of the updated terms.

Effective date: April 13, 2026

14. Contact

For questions about these terms, contact legal@guestgem.com or use our contact form.