Terms of service
These terms apply to the review reply service ("the service") provided under the name Porter & Key by Markus Kask ("I", "me"), Koka, Ardla küla, Saaremaa vald, 94531 Saare maakond, Estonia, markus@porterandkey.com, to the business that orders it ("you"). The service is for businesses only, not consumers.
1. Agreement
The agreement starts when you confirm your order by email and pay the first month. It consists of these terms, your order confirmation (plan, platforms, start date and any agreed scope changes) and the data-processing agreement. If they conflict, the order confirmation applies first, then the data-processing agreement, then these terms.
2. The service
- I write replies to new guest reviews on the platforms named in your order and, where I have access, submit them for you.
- Small plan: up to 15 new reviews per calendar month, on up to 2 platforms. Standard plan: up to 30 new reviews per calendar month, on up to 3 platforms. Both include a short monthly summary of themes, praise and recurring complaints.
- The cap counts reviews across all your platforms combined. It covers only reviews posted after the start date. A review that is edited counts once. Reviews a platform does not allow replies to are excluded.
- Over the cap: I tell you, and you choose. Extra reviews cost £2 / $2.50 each if you approve them in advance, or you can upgrade, or the extra reviews are left for you. Unused capacity and unanswered extra reviews do not carry over to the next month.
- Replies to reviews posted before the start date are not included, but can be quoted separately.
- Not included: website changes, booking-engine work, guest email marketing, promotional or social media posts.
3. Platforms and access
- Before you pay, we confirm which platforms are covered and how I get access to each one.
- You give me access through each platform's own user or manager roles. I never ask for, or accept, your passwords.
- If a platform cannot give me reply access, I tell you before you pay. For that platform I supply drafts that you post yourself.
- You can remove my access at any time. I remove my access when the agreement ends.
4. Approvals and sensitive reviews
- First month: you approve every reply before it is submitted.
- After the first month: unless you ask to keep approving everything, I check and submit routine replies without asking each time, following the voice and rules you have given me.
- Sensitive reviews always wait for your facts or approval. These include safety, theft, discrimination, refunds, staff conduct, health and legal threats.
- Replies never include guests' names and never say you have done something (such as speaking to staff or giving a refund) unless you have confirmed it.
5. Service promise
- Business days are Monday to Friday, Eastern European Time (UTC+2, or UTC+3 in summer), excluding the public holidays where I am based. I list these dates in your order confirmation.
- I check for new reviews every business day.
- A draft is ready within 2 business days of a review appearing.
- A reply is submitted within 1 business day of your approval or facts arriving. For reviews that wait for you, these times start when your input arrives.
- Platforms may moderate or delay replies. That is outside my control.
- Service credit: planned absences are announced at least a week ahead. If the service stops for more than 2 business days, for any reason on my side, the fee for that period is credited to your next invoice, or refunded if the agreement has ended.
6. Your part
- Give me accurate facts when a reply needs them, and answer approval requests in reasonable time.
- Keep the access you gave me working, and tell me about changes to your platforms, policies or tone.
- You are responsible for your listings and for following each platform's rules for your account.
7. Fees and payment
- Fees are as stated in your order confirmation, in pounds sterling or US dollars, and are paid monthly in advance. The first month is paid before the service starts. There is no free trial and no setup fee.
- Approved extra reviews are charged with the next month's fee, or billed separately if the agreement has ended.
- Payment details and method are given in your order confirmation.
- If a payment is more than 7 days late, I may pause the service until it is paid. Paused days do not count as a service gap.
- I can change prices with at least 30 days' notice by email. You can cancel before the change takes effect.
8. Cancellation
- The agreement runs month to month. You can cancel at any time by email. Cancellation takes effect at the end of the month you have paid for, and the service continues until then.
- Fees already paid are not refunded, apart from service credits under section 5.
- I can end the agreement with 30 days' notice, or immediately if you seriously breach these terms (for example, by asking me to publish replies that are false or unlawful).
- When the agreement ends, I remove my platform access and delete your drafts and data as set out in the data-processing agreement.
9. AI tools and data
Drafts are prepared with the help of AI (Anthropic's Claude, used under its commercial terms) and are always checked by me. Only public review text and facts you have approved are used. Guest booking details and private messages are never put into AI tools. How I handle personal data on your behalf is set out in the data-processing agreement, which names my subprocessors.
10. Confidentiality
I keep your non-public business information confidential and use it only to provide the service. This continues after the agreement ends.
11. Ownership
Replies written for you are yours to use as you like once delivered. I may keep a record of my work to provide the service, and I will not publish your replies or name you as a client without your separate written permission.
12. No guarantees
The service saves you time and keeps replies consistent. I do not promise any effect on bookings, rankings, ratings, revenue or platform commission.
13. Liability
- My total liability under this agreement is limited to the fees you paid in the 3 months before the event that gave rise to the claim.
- I am not liable for indirect or consequential loss, lost profit or lost bookings, or for the actions of review platforms (including moderation, removal of replies or changes to their features).
- Nothing in these terms limits liability that cannot be limited by law, including for intent or gross negligence.
14. Changes to these terms
I may update these terms with at least 30 days' notice by email. If you don't accept the change, you can cancel before it takes effect.
15. Law and disputes
These terms are governed by the law of the Republic of Estonia. We will first try to settle any dispute by email in good faith. If that fails, disputes are settled by Harju County Court (Harju Maakohus), Estonia.
16. Contact
Notices under these terms are given by email: to me at markus@porterandkey.com, and to you at the address in your order confirmation.