Terms of Service

1. The agreement

These Terms of Service (“Terms”) form a binding agreement between you and Sensiblee Technologies Private Limited (“Sensiblee”), registered in Bengaluru, Karnataka, and govern your use of the Sensiblee platform — the marketing site at sensiblee.in, the client application at app.sensiblee.in, guest touchpoints (QR landing pages and WhatsApp flows), and related APIs, support and billing channels.

By creating a workspace, connecting a Google Business Profile, sending a WhatsApp campaign or otherwise using the platform, you accept these Terms, our Privacy Policy and the Data Processing Addendum incorporated into them. If you accept on behalf of a company, you confirm you are authorised to bind it.

2. The service

Sensiblee is a subscription software service that monitors Google reviews across your connected Google Business Profiles on a 15-minute cadence, drafts AI-assisted replies for human approval, sends review requests via the WhatsApp Business Cloud API and branded QR landing pages, captures private guest feedback, computes the Reputation Health Score, and reports reputation analytics across locations.

We access Google data solely through Google's official Business Profile API and comply with the Google API Services User Data Policy, including its Limited Use requirements. We do not scrape, buy or exchange reviews, and we never auto-publish replies without a human approval.

3. Accounts, roles and acceptable use

Keep your account information accurate, safeguard your credentials, and enable two-factor authentication for owner roles. Owner, Manager and Observer roles carry the permissions described in our documentation; you are responsible for actions taken under your accounts.

You agree not to: use the platform for any unlawful purpose; upload guest data you are not permitted to process; send messages that violate Meta's WhatsApp Business policies; attempt to scrape, reverse-engineer, overload or gain unauthorised access to the platform; or represent Sensiblee as endorsing your business.

4. Google Business Profile compliance

You confirm that you own or are authorised to manage every Google Business Profile you connect, and that your use of the platform complies with Google's terms, including the Google Business Profile API terms and Google's policies on user contributions.

Google controls its APIs and policies and may change or revoke access independently of us. Where Google's requirements impose technical or procedural obligations on integrations (scopes, rate limits, branding, disclosure text), we implement them; you agree to cooperate where an obligation sits on your side of the integration.

5. WhatsApp messaging rules

You agree to send review requests and follow-ups only to guests who have consented to be contacted, to maintain the accuracy of the consent record, and to honour opt-outs (including “STOP” replies) immediately — our platform enforces suppression automatically, but the underlying obligation is yours.

All outbound messages run on pre-approved WhatsApp templates under Meta's Business Solution Terms and Commerce Policy. We monitor template quality ratings and may pause or throttle campaigns that risk your number standing. You are responsible for the content and lawfulness of the messages you configure and approve.

6. Review authenticity and consumer-protection compliance

You must not offer incentives, payments, discounts or preferential treatment in exchange for reviews, and must not generate, buy or publish fake or misleading reviews. These obligations reflect Google's review policies, the Central Consumer Protection Authority's guidelines against misleading advertisements and endorsements, and the quality expectations for online consumer reviews set out in BIS Standard IS 19000:2022.

Sensiblee's guest flow routes feedback without review gating: guests who indicate a poor experience are never blocked from leaving a public review, and the private-feedback route is presented as an option, not a filter. You agree not to reconfigure or use the platform to suppress negative reviews.

7. Data protection responsibilities

For guest personal data processed through the platform — phone numbers, feedback and related records — you act as the Data Fiduciary under India's Digital Personal Data Protection Act, 2023 and Sensiblee acts as your Data Processor. You are responsible for having a lawful basis (typically consent) for the guest data you upload and for the notice you present to your guests.

Our Data Processing Addendum forms part of these Terms: we process guest data only on your instructions, assist with data-principal requests (access, correction, erasure), cooperate on breach notification to the Data Protection Board of India and affected individuals, and delete or return guest data on termination as described in our Privacy Policy.

8. Subscriptions, billing and taxes

Plans are billed in advance in Indian Rupees through Razorpay (UPI, cards, net-banking, auto-debit). Where you enable auto-debit, the mandate is registered and operated under the Reserve Bank of India's e-mandate framework, and you will receive advance intimation of each debit as RBI rules require.

Prices and inclusions are those published on our pricing page for your plan at the time of renewal. Displayed prices are exclusive of GST; where applicable GST is charged at the prevailing statutory rate (currently 18% for such services) and shown separately on every tax invoice, which you can download from the billing section at any time.

Failed payments are retried on days 2 and 4. If a payment remains unsuccessful, review syncing and campaigns pause on day 6 while your data is preserved for 90 days; statutory dues and dispute-resolution rights are unaffected.

9. Trials, renewal and cancellation

Trials last 7 days with full features and no card required. Paid plans renew automatically at the end of each billing cycle (monthly, half-yearly or annually as you selected) until cancelled.

You may cancel anytime with 15 days' notice; access continues until the paid period ends. On request within 90 days of cancellation we provide your reviews, replies, guest lists and reports in open formats (CSV/PDF), after which data is deleted per our retention schedule.

10. Intellectual property and confidentiality

You own your business data, review content, guest lists and brand materials. Sensiblee owns the platform, its software, AI model configurations, scoring methodology and analytics IP. You grant us a limited licence to process these materials solely to provide the service.

Suggestions you send may be used to improve the platform without obligation. Each party will keep the other's non-public information confidential and use it only for these Terms.

11. Disclaimers and limitation of liability

The service is provided with reasonable skill and care but not on a guarantee of uninterrupted operation; third-party platforms (Google, Meta, payment gateways) may change or fail independently of us. Nothing in these Terms excludes liability that cannot be excluded under Indian law.

To the extent permitted by law, each party's aggregate liability is limited to the fees paid in the preceding three months, and neither party is liable for indirect or consequential damages, lost profits or lost goodwill. You remain solely responsible for replies you approve and messages you send through the platform.

12. Term, suspension and termination

These Terms apply while you use the service. We may suspend the service for materially overdue payments, security incidents or serious breaches of these Terms (including WhatsApp policy abuse) with notice where practicable, and terminate for material breach that remains uncured 15 days after notice.

On termination, your workspace is closed, guest data is deleted per the retention schedule, and the sections that should survive (billing for amounts due, IP, confidentiality, limitation of liability, governing law) continue to apply.

13. Governing law, jurisdiction and grievances

These Terms are governed by the laws of India, including the Digital Personal Data Protection Act, 2023, the Information Technology Act, 2000 and the Consumer Protection Act, 2019. The courts at Bengaluru, Karnataka have exclusive jurisdiction.

For service or billing grievances, contact our support desk first (WhatsApp +91 93547 60585 or the in-app ticket form) — one ticket, one owner, one business day. Data-protection grievances go to our Grievance Officer at dpo@sensiblee.in and follow the process in our Privacy Policy.

14. Changes to these terms

We may update these Terms as the product or law requires. Material changes are announced in-app and on this page at least 30 days before they take effect; continued use after that date constitutes acceptance. If a change is unacceptable, you may cancel before it takes effect and receive a pro-rata refund of the unused prepaid period.