Terms of service

1. Agreement, authority, and acceptance

These Terms govern access to and use of the Sumaty website, owner and staff dashboard, branch feedback pages, complaint and review workflows, integrations, reports, AI-assisted features, and related support services.

The person accepting these Terms confirms that they are legally able and authorized to bind the relevant business. Owner registration requires an affirmative unchecked-by-default acceptance of the exact current Terms version; the service records the accepted version, content digest, locale, and server acceptance time.

Electronic acceptance is intended to create an attributable record of agreement where electronic contracting is legally permitted. Registration information must be accurate and kept current.

2. Service scope and outcomes

Sumaty is a B2B reputation and service-recovery operations product for organizing private complaints, Google review workflows, replies, branch visibility, notifications, reporting, and related operational records.

The service does not guarantee a particular rating, review volume, customer outcome, search position, revenue result, complaint resolution, provider approval, or availability of any third-party integration. Google Business Profile access and other provider capabilities remain subject to the relevant provider.

3. Accounts, mobile verification, and authorized users

Customers are responsible for account credentials, team invitations, role assignments, branch access, and activity performed through their organization. Access must be limited to authorized owners, administrators, managers, and staff, and suspected compromise or unauthorized use must be reported promptly.

Owner signup may require SMS verification of control of the submitted mobile number. Mobile verification does not establish ownership of the submitted email address, does not grant marketing consent, and does not replace any separate email-verification or authorization requirement.

4. Acceptable use

Customers and users must not use Sumaty to:

• Gate reviews, suppress or selectively divert negative feedback, create or purchase fake reviews, impersonate guests, manipulate ratings, or make misleading reputation claims.
• Scrape Google reviews in production, collect Google passwords, bypass provider controls, misuse OAuth access, or violate an integration provider's applicable terms.
• Bypass required reply approval, validation, exception holds, audit controls, idempotency protections, kill switches, tenant permissions, or branch permissions.
• Use complaint follow-up contact details for advertising or promotional messages without separate valid marketing consent.
• Upload, transmit, or use unlawful, harmful, infringing, deceptive, malicious, or unauthorized content, or attempt unauthorized access to another organization, branch, account, system, or provider.

5. Customer content, data, and privacy

The customer retains ownership of content and business data it submits or connects to Sumaty and remains responsible for its lawfulness, accuracy, required notices, permissions, and instructions. The customer grants the limited, non-exclusive permission needed to host, process, reproduce, transmit, and display that content solely to provide, secure, support, and lawfully operate the service.

The customer decides which authorized team members may view or act on complaints, reviews, replies, reports, and branch data. Sumaty provides role and branch controls but does not replace the customer's internal governance.

Contact details supplied through a private complaint are for complaint follow-up and service recovery unless separate marketing consent is obtained. Personal-data handling is also governed by the Privacy Policy and applicable data-protection requirements.

6. AI-assisted replies and Package 2 automation

Package 1 provides manual reply workflows. AI drafts are available only in Package 2. An authorized human must review and approve tone, facts, privacy, and appropriateness before publication or sending unless the reply is eligible for approved automation. AI output may be incomplete or inaccurate, and Sumaty does not guarantee that a suggestion is legally, factually, or commercially suitable.

Package 2 may automatically publish only eligible validated replies after explicit organization-owner opt-in. Auto-publication remains subject to versioned rules, validation, exception holds, audit evidence, idempotency protections, and kill switches. A held, ineligible, or failed reply must not be represented as successfully published.

The customer remains responsible for configuring authorized use and reviewing exceptions. Package 2 opt-in does not authorize unrelated processing, marketing, or actions outside the configured reply workflow.

7. Third-party providers and integrations

Google and other integrations are subject to provider availability, approval, authentication, rate limits, technical changes, policies, and terms. Sumaty uses official Google Business Profile APIs and OAuth where available, does not request Google passwords, and does not rely on production review scraping.

Where a provider integration is unavailable or not yet approved, an authorized manual workflow may be used if supported by the product. Provider outages, rejections, or policy changes can limit functionality and are not evidence that an action succeeded.

8. Commercial requests, trials, and purchases

Creating an account or accepting these Terms does not by itself purchase a subscription, create an automatic paid renewal, or accept a displayed commercial offer. A trial or pricing request is a request for follow-up, not an automatic purchase.

Fees, taxes, billing timing, branch limits, renewal, refunds, payment method, service levels, and other commercial commitments apply only when stated in a separately accepted order form, checkout statement, commercial schedule, or signed agreement. If a commercial document conflicts with these Terms on a specifically negotiated commercial matter, the accepted commercial document controls that matter.

9. Suspension, termination, and data handling

Access may be limited or suspended where reasonably necessary to address security risk, unlawful or abusive use, unauthorized access, material breach, provider restrictions, or payment failure under an applicable commercial agreement. Where practicable, the response should be proportionate to the affected risk or service.

Customers may request account closure subject to outstanding legal or contractual obligations. Export, retention, deletion, and post-termination handling follow the Privacy Policy, applicable law, and any separately accepted commercial terms; these Terms do not invent a universal retention period.

10. Availability, warranties, liability, and mandatory rights

Preview, pilot, and production features may be interrupted for maintenance, security work, provider outages, network failures, product changes, or events outside reasonable control. No uptime or service-level commitment applies unless it is stated in a separately accepted agreement.

To the extent permitted by applicable law, the service is provided without promises that are not expressly stated in these Terms or an accepted commercial agreement. Nothing in these Terms excludes, limits, or waives a right, remedy, warranty, duty, or liability that applicable law does not permit the parties to exclude, limit, or waive.

11. Saudi law, disputes, and required disclosures

For a transaction that is subject to the laws of the Kingdom of Saudi Arabia, applicable Saudi law governs to the extent required or permitted by law, and disputes are handled through the competent authority or court or another lawful route established by an applicable signed agreement. Mandatory statutory rights and complaint routes remain available where they apply.

This location-neutral draft does not waive any legally required service-provider disclosure. Before production publication, the actual operator identity, verified contact details, address or registration information where required, and any other mandatory disclosure must be completed from verified operating facts and reviewed by qualified Saudi counsel.

12. Changes, notices, and contact

Material changes to these Terms will be issued under a new version and communicated through an appropriate service or account channel. Where applicable law or the nature of the change requires renewed agreement, Sumaty will request affirmative acceptance of the new version before the affected use continues; silence alone is not treated as acceptance of a required new version.

Customers must keep account contact information current. Product and support questions may be sent to the contact shown on this page. Formal legal-notice details and any mandatory operator disclosure must be completed from verified operator facts before production publication.

Selected trial policy

An invited organization may evaluate one branch for 14 days after onboarding is complete. No card is required, no automatic charge or renewal occurs, and no more than three organizations may have an active trial at once. An invitation or trial request is not activation. Paid conversion requires an explicit authorized purchase.

Cancellation, refunds and access

Cancellation and voluntary branch reductions take effect at the end of the verified paid period. You may request a refund of the first payment within seven days; applicable mandatory remedies and the payment provider's rules remain available. A failed renewal of an existing paid subscription has three days of core-access grace, followed by 30 days of read-only/export access. Grace does not activate an unpaid first purchase. Paid messaging pauses while payment is unresolved; autonomous publication stops when paid entitlement expires. Branch history is preserved.

Measured AI usage

Package 1 includes manual reply workflows without AI drafts. Package 2 includes on-demand AI drafts and may automatically publish eligible validated replies only after explicit owner opt-in and under its safety, exception and pause controls. AI output can be inaccurate; neither package promises improved ratings or removal of negative reviews. Allowances must be supported by measured cost evidence and disclosed before purchase. The proposed 100 actions per paid branch per month is a benchmark candidate, not a promised entitlement.