Terms of Service

These Terms of Service (“Terms”) govern your access to and use of Wafeed (“the Service”), operated by Wafeed (“we”, “our”, or “us”).

By registering for or using Wafeed, you agree to be bound by these Terms. If you do not agree, you must not use the Service. If you are using the Service on behalf of a business, you represent that you have authority to bind that entity to these Terms.

Wafeed is a customer feedback collection tool that allows businesses to create branded feedback links, collect star ratings and comments from customers, and view submissions in a dashboard. The Service may also allow satisfied customers to be invited to share their experience on third-party review platforms such as Google — this feature is described in detail in Section 7.

Wafeed does not guarantee any specific outcomes, including but not limited to: improvements in Google review scores, customer satisfaction, revenue, or business performance.

• You must be at least 18 years of age to use the Service.
• The Service is intended for businesses and individuals operating in a commercial or professional capacity.
• You must provide accurate registration information.
• You are responsible for ensuring that your use of the Service complies with laws applicable to you and your customers.

When you create an account, you are responsible for maintaining the security of your login credentials. You must not share your account with others. Notify us immediately if you become aware of any unauthorised access to your account.

You are responsible for all activity that occurs under your account. We are not liable for any loss resulting from unauthorised use of your credentials where you have failed to maintain their security.

If you invite team members (such as a manager, staff member, or other role) to access your business, you are responsible for the actions they take within the scope of access you grant them, and for removing their access when appropriate.

As a business using Wafeed, you are responsible for:

• Ensuring you have a legitimate basis to collect feedback from your customers.
• Sharing feedback links only with customers who have had a genuine interaction with your business.
• Not using the Service to send unsolicited messages or spam.
• Not creating fake or fraudulent feedback submissions.
• Complying with all applicable laws, including data protection laws relevant to your jurisdiction.
• Responding appropriately to customer feedback and not retaliating against customers for negative responses.

The Service allows you to create feedback touchpoints — links, QR codes, and, where supported, NFC tags — that customers can use to submit ratings and comments. You may share these via WhatsApp, SMS, email, printed materials, or any other channel available to you.

Feedback links are associated with your business account. Submissions made through your links will appear in your dashboard and will not be visible to other businesses.

You must not use feedback links in a way that is deceptive, misleading, or intended to manipulate review outcomes on any third-party platform.

Wafeed may include a feature that, after a customer submits a positive rating (4–5 stars), invites them to optionally share their experience on Google or another third-party review platform. This invitation is shown to the customer and is entirely at their discretion.

Wafeed does not block, filter, or suppress negative reviews. Low-rating submissions are sent to your dashboard in the same way as high ratings. The Google review invitation is an optional, customer-controlled action — not a review management tool.

Google's review policies prohibit incentivising or manipulating reviews. You are responsible for ensuring your use of the Google review redirect complies with Google's terms and any applicable platform policies. We are not liable for any actions taken by Google or other review platforms.

You must not use Wafeed to:

• Send unsolicited messages or spam.
• Collect personal data from customers beyond what is necessary for legitimate feedback purposes.
• Create fake, fraudulent, or manipulated feedback submissions.
• Impersonate any person or organisation.
• Upload or transmit malicious code, viruses, or harmful content.
• Attempt to access other users' accounts or data.
• Abuse voucher codes or promotional offers.
• Engage in any illegal, harmful, deceptive, or abusive activity.
• Reverse engineer, decompile, or attack the Service or its infrastructure.

Violation of this section may result in immediate suspension or termination of your account. See also our full Acceptable Use Policy.

Wafeed offers a free plan and paid subscription plans. Current public display names are Trial, Essential, Growth, and Operations, while internal plan keys may remain free, starter, team, and business for technical compatibility. Paid subscriptions may be billed monthly, annually, or on another billing term shown at checkout.

Paid plan access is subject to the limits and features described in the plan at the time of purchase or activation. We reserve the right to update plan features and pricing. Existing subscribers will be notified of material changes where required.

• Voucher codes may be issued by us at our discretion.
• Vouchers may have expiry dates, usage limits, and eligibility conditions.
• Vouchers have no cash value and may not be transferred or exchanged for money.
• Misuse or abuse of voucher codes may result in cancellation of the code and suspension of the account.

Online subscription checkout is processed through Paddle Billing. Where applicable, Paddle acts as Merchant of Record for payment processing, tax calculation, invoicing, fraud prevention, and related billing administration. Paddle's checkout terms and privacy notices may apply to the payment transaction, while these Terms continue to govern your use of the Wafeed service.

Subscriptions may renew automatically unless cancelled before renewal. Prices, taxes, and totals are presented during checkout and may vary based on billing term, location, taxes, currency display, discounts, or Paddle's tax handling. You are responsible for keeping billing and tax details accurate.

Plan upgrades, downgrades, trials, promotional offers, and billing-term changes may be handled through Paddle Checkout, the billing portal, or Wafeed support depending on availability. A failed payment may place your subscription into a past-due state. We may restrict paid functionality after failed payment while preserving legally required access to your account data.

Some existing customers may still have manual, voucher, or promotional subscriptions. Those subscriptions remain governed by the terms agreed at activation and are not converted to Paddle unless separately arranged.

You may cancel a Paddle subscription through the billing portal where available, or by contacting Wafeed support. Cancellation normally prevents future renewal. Unless otherwise stated, access to paid features continues until the end of the active paid billing period.

We may suspend or terminate your account if you violate these Terms, fail to pay applicable fees, or if we decide to discontinue the Service. We will aim to provide reasonable notice where practicable.

See also our Refund and Cancellation Policy.

You retain ownership of the data you provide to Wafeed, including your business profile, branding settings, and feedback submissions collected through your links. You grant us a limited licence to store and process that data solely to provide the Service.

We do not sell your data to third parties. See our Privacy Policy for full details.

Feedback submitted by your customers through your feedback links is transmitted to your dashboard as provided by the customer. We do not edit, moderate, or verify the content of individual feedback submissions.

You are responsible for how you respond to and act on customer feedback. We are not liable for the content of feedback submitted by third parties.

We aim to maintain good availability of the Service, but we do not guarantee specific uptime levels. The Service may be temporarily unavailable due to maintenance, updates, or circumstances outside our control. We are not liable for any loss arising from service unavailability.

Wafeed relies on third-party infrastructure and service providers including database, hosting, email, authentication, analytics, and billing providers. Paddle processes subscription payments and related billing operations where Paddle checkout is used. By using Wafeed, you acknowledge that relevant data may be processed by these providers in accordance with their own terms and policies.

Once a customer clicks a Google review link and leaves Wafeed, their interaction is governed by Google's own terms and privacy policy. We are not responsible for third-party platform policies or actions.

The Service may send email notifications (such as low-rating alerts) using our default email infrastructure or, on supported plans, using your own custom SMTP credentials.

If you configure custom SMTP, you are responsible for the email account and domain authentication records (SPF, DKIM, DMARC) required for proper email delivery. We are not responsible for delivery failures resulting from misconfigured custom SMTP settings.

Operations users, or customers with the Custom Domain add-on, may connect a custom domain to their public feedback pages. You are responsible for owning the domain and managing the DNS records required to connect it to the Service. We do not purchase, register, or take ownership of domains on your behalf.

Wafeed administrators may access your account for purposes including: responding to your support requests, investigating abuse reports, ensuring platform security, reconciling Paddle billing events, and carrying out authorised plan or billing adjustments. All admin actions are logged in an audit trail.

If your account is found to be in violation of these Terms or the Acceptable Use Policy, we may suspend or terminate your account. We will aim to give notice unless the violation requires immediate action.

Wafeed may allow you to sign in or register using third-party providers such as Google, LinkedIn, Microsoft (if supported later), or other OAuth providers, when you choose to use third-party sign-in.

• You are responsible for maintaining the security of, and access to, any third-party account you connect to Wafeed.
• If you sign in using Google, LinkedIn, or another provider, you must also comply with that provider's own terms of service.
• We do not control and are not responsible for the availability, security, or policies of third-party sign-in providers.
• We may suspend or terminate your account if we determine that a connected third-party sign-in method is being used to misuse the Service, in accordance with Section 19.

The Service is provided on an “as is” and “as available” basis without warranties of any kind, express or implied. To the maximum extent permitted by applicable law:

• We do not guarantee that the Service will meet your specific business requirements.
• We are not liable for indirect, incidental, consequential, or special damages.
• We are not liable for outcomes on third-party review platforms including Google.
• Our total liability to you for any claim shall not exceed the total fees paid by you in the 12 months preceding the claim.

We may add, modify, or discontinue features of the Service at any time. We will aim to communicate material changes in advance. Continued use after a change constitutes acceptance of the updated Service.

We may update these Terms from time to time. When we do, we will update the effective date at the top of this page. Where changes are material, we will aim to notify registered users via email or an in-app notice. Continued use of the Service after updated Terms are posted constitutes acceptance of the new Terms.

For questions about these Terms, please contact us via the contact page.