Acceptable Use Policy

The Policy applies to the Customer, to the Authorised Users the Customer invites to its Workspace, and to agencies and consultants that use the Service on the Customer's behalf. The Customer is responsible for its Authorised Users' compliance with this Policy.

The Policy covers replies prepared in the Service and published to Google, Automatic Replies, brand-voice settings and instructions, Google Business Profile connections and use of the Service's technical infrastructure. Whether a reply was written by an Authorised User, prepared with AI or published as an Automatic Reply does not change how the Policy applies.

The Service is for managing genuine customer reviews. The following are prohibited:

• Fake reviews: Writing, commissioning or buying reviews that are not based on a genuine experience, whether through the business itself, its employees, relatives or third parties.
• Incentivised reviews: Requesting reviews, or asking for a review to be changed or deleted, in exchange for a discount, gift, payment or other benefit.
• Review gating: Directing only customers expected to be satisfied to leave a review, or preventing or discouraging dissatisfied customers from leaving one.
• Reviews about competitors: Writing or commissioning reviews about competing businesses.
• Abusive flagging: Using Google's reporting tools untruthfully to have legitimate negative reviews removed.
• Impersonation: Posing, in replies or in the account, as another person, business, institution or Google, or creating the impression of a relationship with them that does not exist.

Replies are published publicly on behalf of the business and are the Customer's responsibility. Replies must not:

• disclose the reviewer's identity, contact details, reservation, order, invoice, appointment or account details, or any other personal data the reviewer has not published in the review;
• use the business's own records to confirm that the reviewer is a customer, guest or applicant, or give details of that relationship that are not in the review (stricter rules in section 4 apply to healthcare providers and public institutions);
• use harassing, threatening, humiliating or degrading language;
• discriminate on the basis of race, ethnic origin, religion, gender, age, disability, health, political opinion or any other characteristic;
• contain insults or defamation or make unverified accusations against the reviewer;
• make misleading or untrue statements about products, services, prices, campaigns, health outcomes or legal status;
• contain advertising or promotional text unrelated to the review, repetitive content, or keyword stuffing intended to influence search ranking;
• pressure, threaten or offer a benefit to the reviewer to change or delete their review.

The appropriate response to a negative review is a general and respectful reply that does not go into the reviewer's personal details and, where needed, invites the reviewer to the business's official contact channel.

Additional rules apply to hospitals, clinics, practices, pharmacies and other healthcare providers:

• Replies never confirm that the reviewer is or was a patient; expressions that confirm a patient relationship, such as “our records”, “your treatment” or “your examination”, are not used.
• Health data such as diagnoses, treatments, medication, test results, appointments, physicians or departments, or any other information about the patient, is not repeated or elaborated on in a reply, even if the reviewer shared it.
• Replies contain no medical advice, diagnosis or promise of outcomes, and no laudatory or steering statements that breach the legislation on the promotion of healthcare services.
• Complaints are directed, outside the reply and in line with patient-privacy legislation, to the institution's official patient communication or patient rights channels.

Public institutions comply in their replies with their own legislation, institutional communication rules and the ethical obligations of public officials; they do not disclose information about applications, files, proceedings or individuals and do not use replies in place of official application channels. For AI settings relating to the healthcare sector and public institutions, see the AI Use Principles.

• Every reply published through the Service must comply with the Google Business Profile content policies and Google's prohibited and restricted content rules.
• Use of the Service with Google APIs must not breach the Google API terms of service or the Google API Services User Data Policy.
• Only Google Business Profile accounts and locations one is authorised to manage may be connected. Agencies and consultants connect their clients' locations only with their authorisation and remove the connection when that authorisation ends.
• No action may be taken to circumvent Google's rules through profiles that Google has suspended, removed or not verified.

The following are prohibited:

• opening multiple accounts or Workspaces, reusing the free trial for the same business, or otherwise circumventing quotas in order to exceed Plan limits or daily AI quotas;
• accessing the Service or performing actions through automated tools, bots or scripts not provided by Fidkeep;
• scraping or bulk-extracting data from or through the Service;
• reverse engineering, attempting to access or copying the Service's software or source code, except where mandatory law permits it;
• running vulnerability scans, penetration tests, load tests or similar security tests without Fidkeep's written permission;
• uploading or distributing malware, viruses or malicious code;
• circumventing role, location access, session or authentication controls or attempting to access another customer's data;
• performing actions that overload, disrupt or degrade the Service or its infrastructure.

If you discover a security vulnerability, please report it to [email protected] before exploiting or disclosing it.

Unless a written agreement is made with Fidkeep, access to the Service may not be resold, rented, sublicensed or offered as part of another product. Agencies may manage, through the Service, the locations of clients that have authorised them, but may not offer the Service as their own product. The Service and AI Output may not be used to develop a competing product or to train an AI model without Fidkeep's written permission.

The Service may not be used in breach of applicable legislation, in particular Law No. 6698 on the Protection of Personal Data, Law No. 5651, Law No. 6563 and intellectual property legislation; in a way that infringes third parties' personality, trademark, copyright or trade secret rights; or for fraud or other crimes. Special categories of personal data may not be entered into instructions, example replies or replies.

When Fidkeep detects a violation or receives a report of one, it may apply one or more of the following measures, taking into account the seriousness and recurrence of the violation and the risk it poses to third parties:

1. a written warning to the Customer with a deadline to remedy the violation;
2. removing or disabling the relevant content in the Service, or stopping Automatic Replies;
3. suspending the relevant Authorised User, location or account fully or partially;
4. terminating the Agreement in accordance with the Terms of Service;
5. reporting unlawful conduct to the competent authorities where there is a legal obligation to do so or it is necessary to protect our rights.

For serious violations (for example unlawful content, attacks on security or unauthorised location connections), suspension or termination may be applied directly without the preceding steps. Fidkeep gives reasons for enforcement measures and considers the Customer's explanation. Removing a reply already published on Google is the Customer's responsibility. Enforcement by Fidkeep does not relieve the Customer of its liability arising from the violation.

If you believe the Service is being used in breach of this Policy, you can send the relevant location, reply or review and a description of the violation to [email protected]. Fidkeep reviews reports, but it does not have the power to remove reviews or replies on Google directly. Complaints about content on Google can also be made through Google's own reporting tools. Any personal data shared in a report is processed under the Privacy Policy.

This Policy is part of the Terms of Service and applies together with the suspension, termination, indemnification and liability provisions of the Terms of Service. Additional rules for AI features are set out in the AI Use Principles. Fidkeep may update this Policy in accordance with the change provisions of the Terms of Service; material changes are announced by e-mail and in-app notice at least 30 days in advance.