Terms and Conditions

The Repures Platform is a business-to-business software service designed primarily for hotels, hotel groups, hospitality businesses and other organizations seeking to manage, analyze and improve their online reputation, guest review management and digital visibility.

These Terms apply to business and professional customers using the Platform.

The individual or legal entity purchasing, subscribing to or otherwise contracting for the Services is referred to in these Terms as the "Customer."

Employees, contractors or representatives whom the Customer permits to access the Platform are referred to as "Authorized Users."

Route IT Solutions FZC is referred to as "Route IT," "we," "us" or "our."

Depending on the Customer's subscription, configuration and availability of features, the Repures Platform may provide functionality including:

• aggregation and management of online reviews;
• reputation monitoring;
• sentiment and topic analysis;
• review alerts and notifications;
• AI-assisted review response drafting;
• review response workflows;
• reputation analytics and dashboards;
• competitor benchmarking;
• AI Visibility and related insights;
• property-level and group-level reporting;
• management reports;
• email and WhatsApp notifications;
• integrations with third-party review, travel, search and hospitality platforms; and
• other functionality introduced by Route IT from time to time.

Features available to a Customer may depend on the applicable subscription plan, number of properties, number of users, enabled integrations, geographic availability and availability of third-party services.

Route IT may improve, modify, replace or discontinue individual Platform features as the Platform develops, provided that we do not materially reduce the core functionality of a paid subscription during its then-current subscription period without reasonable justification.

Customers and Authorized Users may be required to create an account to access the Platform.

The Customer is responsible for ensuring that:

• account information is accurate and current;
• Authorized Users are permitted to use the Platform;
• login credentials are kept confidential;
• accounts are not shared with unauthorized persons; and
• Route IT is notified promptly of any suspected unauthorized access or account compromise.

The Customer is responsible for activity performed through its accounts except to the extent such activity results from a security failure attributable to Route IT.

Route IT may require reasonable verification of account information, identity or authority before providing, restoring or modifying access.

Access to the Repures Platform may be provided through free trials, pilot programs, monthly subscriptions, annual subscriptions, enterprise agreements or other commercial arrangements offered by Route IT.

The applicable:

• subscription plan;
• price;
• number of properties;
• number of Authorized Users;
• included functionality;
• usage limits;
• subscription period; and
• additional commercial terms

will be stated on the relevant pricing page, quotation, proposal, order form, invoice, subscription confirmation or separate agreement.

Where an order form, proposal or separately signed agreement expressly conflicts with these Terms, the separately agreed written terms will prevail to the extent of the conflict.

Route IT may offer free trials, demonstrations, proofs of concept or pilot programs.

Trial or pilot access may be:

• limited in duration;
• limited in functionality;
• subject to usage limits;
• restricted to specified properties or Authorized Users; and
• modified or discontinued by Route IT.

Unless otherwise agreed in writing, trial or pilot access does not guarantee continued access to the Platform or any particular feature following the applicable trial period.

Data associated with an expired trial or pilot may be deleted after a reasonable period unless the Customer converts to a paid subscription or otherwise agrees with Route IT.

The Customer must pay the fees applicable to its selected subscription or as stated in the applicable quotation, order form, invoice or agreement.

Unless otherwise stated:

• fees are quoted exclusive of applicable taxes;
• applicable VAT or other taxes will be added where required;
• subscription fees are payable in advance;
• fees are payable in the currency specified in the relevant order or invoice; and
• the Customer is responsible for providing accurate billing and payment information.

Where recurring billing is enabled, the Customer authorizes Route IT or its payment provider to charge the applicable recurring subscription fees using the agreed payment method.

Route IT may use third-party payment processors. Where payment-card information is handled directly by an authorized payment provider, Route IT does not need to directly store complete payment-card details.

If payment becomes overdue, Route IT may provide the Customer with notice and a reasonable opportunity to remedy the outstanding payment.

If payment remains overdue, Route IT may:

• restrict certain Platform functionality;
• suspend access to the Platform;
• decline to renew the subscription; or
• terminate the applicable subscription.

The Customer remains responsible for all properly incurred outstanding amounts arising before suspension or termination.

The subscription begins on the commencement date specified in the applicable order, invoice, proposal, subscription confirmation or other agreement.

Subscriptions may be monthly, annual or for another agreed period.

Where automatic renewal applies, the subscription will renew for the applicable renewal period unless either party gives notice of non-renewal in accordance with the applicable subscription or order terms.

Pricing applicable to a renewal may change.

Where reasonably practicable, Route IT will provide advance notice of a material price increase applicable to a renewal period.

A price change will not ordinarily affect fees already paid for the Customer's current subscription period.

Customers may cancel or elect not to renew their subscription in accordance with the applicable subscription plan, order form or agreement.

Unless otherwise stated in the applicable commercial terms, cancellation becomes effective at the end of the Customer's current paid subscription period.

The Customer may continue using the applicable paid Services until the effective cancellation date, subject to these Terms.

Unless required by applicable law or expressly agreed otherwise, subscription fees already paid are generally non-refundable.

For purposes of these Terms, "Customer Data" means information, content or data submitted to, connected to, uploaded to or processed through the Platform by or on behalf of the Customer.

As between Route IT and the Customer, the Customer retains its rights in Customer Data.

The Customer grants Route IT a limited right to host, process, transmit, reproduce and otherwise use Customer Data only as reasonably necessary to:

• provide the Services;
• maintain and secure the Platform;
• provide customer support;
• comply with the Customer's instructions;
• prevent fraud, misuse or security threats;
• comply with applicable law; and
• perform Route IT's obligations under the applicable agreement.

Route IT does not acquire ownership of Customer Data merely because it is processed through the Platform.

The Repures Platform may obtain or process review and reputation-related information from third-party services and data sources.

Depending on available integrations and enabled functionality, these may include platforms such as:

• Google;
• Booking.com;
• TripAdvisor;
• Expedia;
• Agoda;
• Trip.com; and
• other review, travel, search, social, AI or hospitality platforms.

Information displayed or processed through Repures may include:

• review text;
• ratings or scores;
• reviewer display names;
• review dates;
• property responses;
• review source;
• publicly available metadata; and
• analytical information derived from review content.

The availability, completeness, accuracy and timeliness of this information may depend on third-party services and is therefore not entirely within Route IT's control.

Route IT does not guarantee that every review, rating, response or other item available on a third-party platform will be available through the Repures Platform.

The Repures Platform may connect with, depend upon or provide functionality in connection with third-party websites, APIs, review platforms, online travel agencies, messaging services, search services, AI services and other external technologies.

Third-party services are controlled by their respective providers and may be subject to their own terms, policies, restrictions, technical requirements and availability.

The Customer acknowledges that third-party providers may:

• change their APIs;
• modify authentication or access requirements;
• limit or restrict data availability;
• introduce fees;
• change their terms or policies;
• suspend or disable integrations;
• experience outages;
• modify functionality; or
• discontinue services.

Such changes may affect the functionality or availability of parts of the Repures Platform.

Route IT will use reasonable efforts to maintain supported integrations but cannot guarantee continuous availability of functionality that depends on systems outside Route IT's reasonable control.

Route IT may modify, replace, limit or discontinue an integration where reasonably necessary because of changes made by a third-party provider, legal requirements, security concerns, commercial restrictions or technical limitations.

Where the Customer connects, authorizes or otherwise enables the Repures Platform to interact with a third-party account or service — including a Google Business Profile, online travel agency account, review platform account, search platform or similar property account — the Customer authorizes Route IT to access and interact with that account solely within the permissions granted through the applicable integration and solely for the purpose of providing the Services.

The Customer:

• confirms that it owns, controls or is otherwise authorized to manage the relevant third-party account;
• confirms that it has the authority to grant Route IT the relevant access or permissions;
• authorizes Route IT to access, retrieve, transmit, submit or otherwise interact with information in the connected account to the extent reasonably necessary to provide the Services;
• confirms that its connection and use of the relevant integration complies with the applicable third-party platform's terms, policies and access requirements; and
• remains responsible for maintaining any permissions, approvals or authorizations required by the third-party provider.

Direct Submission to Third-Party Platforms

Where an integration allows the Repures Platform to submit or publish content directly to a third-party service, the Customer authorizes Route IT to transmit such content to the relevant third-party platform on the Customer's behalf when the action is initiated, approved or otherwise authorized by an Authorized User.

This may include, where supported, submitting an approved response to a guest review through an authorized API integration.

The Customer remains responsible for reviewing and approving content before publication where approval functionality is provided.

Assisted Third-Party Workflows

Some Repures functionality may assist the Customer in preparing content and navigating to a third-party platform without Route IT itself publishing or submitting that content.

For example, the Platform may generate or copy a proposed review response and allow the Authorized User to open the relevant third-party website or extranet to complete the publication process.

In such cases, the third-party action is completed by the Customer or Authorized User and not by Route IT unless the applicable integration expressly provides direct submission functionality.

Revocation of Access

The Customer may revoke an integration or third-party authorization using functionality made available by Route IT or by the relevant third-party provider.

Revocation, expiry or removal of authorization may cause some Repures functionality to become unavailable.

Route IT is not responsible for failure of an integration caused by revoked, expired, invalid or insufficient permissions unless attributable to Route IT.

The Repures Platform includes features that use artificial intelligence, machine learning and automated analysis.

These features may include:

• sentiment analysis;
• topic identification;
• review summarization;
• reputation risk detection;
• AI-assisted review response drafting;
• competitor analysis;
• AI Visibility analysis; and
• recommendations, scores or other generated insights.

AI-generated content is produced automatically and may occasionally be inaccurate, incomplete, unsuitable, misleading or inappropriate for a particular situation.

The Customer remains responsible for reviewing AI-generated content before relying on, publishing or acting upon it.

Route IT does not guarantee that AI-generated responses, recommendations, summaries, classifications, scores or insights will always be accurate or complete.

Where the Platform allows review responses or other content to be submitted to third-party platforms, the Customer is responsible for determining whether the content is appropriate for publication.

Route IT may use third-party AI, search and data infrastructure providers to operate certain Platform features in accordance with applicable agreements and data protection requirements.

The Repures Platform may provide proprietary indicators, scores, rankings, benchmarks or analytical measurements, including AI Visibility-related insights and reputation-related metrics.

These measurements are analytical tools intended to assist Customers in understanding trends and performance.

They do not constitute guarantees regarding:

• future bookings;
• revenue;
• occupancy;
• search engine ranking;
• AI recommendations;
• customer behavior;
• future review ratings;
• financial performance; or
• any specific business outcome.

Results may change because of changes in third-party platforms, search engines, AI systems, algorithms, review volume, customer behavior, market conditions or other factors outside Route IT's control.

The Customer is responsible for its use of the Repures Platform and must:

• use the Platform in accordance with applicable laws;
• ensure Authorized Users comply with these Terms;
• maintain appropriate account security;
• ensure it has the necessary rights and authority to provide Customer Data to Route IT;
• ensure that third-party accounts connected to the Platform are accounts the Customer owns, controls or is authorized to manage;
• ensure that permissions and authorizations granted to Route IT remain valid;
• use integrations only for properties, businesses or accounts the Customer is authorized to manage;
• comply with applicable third-party platform terms and policies where required;
• review AI-generated content before publication or reliance where appropriate;
• ensure the accuracy and appropriateness of content submitted to third-party platforms;
• comply with applicable privacy and data protection requirements; and
• promptly notify Route IT where it becomes aware of unauthorized or unlawful use of the Platform.

The Customer must not use the Platform in a manner that violates another person's rights, applicable law or applicable third-party platform requirements.

Customers and Authorized Users must not:

• attempt to gain unauthorized access to the Platform or another customer's account;
• circumvent authentication, security or access controls;
• reverse engineer, decompile or attempt to extract source code except where such restriction is prohibited by applicable law;
• intentionally introduce malware, malicious code or harmful content;
• use automated systems in a manner designed to overload, disrupt or interfere with the Platform;
• copy or reproduce substantial portions of the Platform except as expressly permitted;
• resell, sublicense or commercially exploit the Platform without Route IT's written authorization;
• use the Platform for unlawful, fraudulent, deceptive or abusive purposes;
• use the Platform to infringe intellectual property, privacy or other third-party rights;
• use integrations to access properties or accounts the Customer is not authorized to manage;
• attempt to obtain unauthorized access to third-party review, travel or hospitality accounts through Repures; or
• use the Platform in a manner that could cause Route IT to violate applicable third-party platform terms.

Route IT may suspend access where it reasonably believes the Platform is being used in violation of these requirements.

Route IT processes personal data in accordance with its Privacy Policy and applicable data protection law.

Where Route IT processes personal data on behalf of a Customer through the Repures Platform, the Customer generally acts as the data controller and Route IT acts as the data processor or service provider, as applicable.

Such processing may also be governed by a separate Data Processing Addendum ("DPA") or data processing terms incorporated into the Customer's agreement.

The Customer is responsible for ensuring that it has an appropriate lawful basis, notices, permissions, authorizations and other requirements necessary for personal data it instructs Route IT to process.

Each party may receive confidential information belonging to the other party.

Confidential information may include:

• business plans;
• pricing;
• technical information;
• product roadmaps;
• customer information;
• security information;
• non-public Platform information;
• reports;
• business strategies; and
• other information that a reasonable person would understand to be confidential.

Each party agrees to use the other party's confidential information only for purposes relating to the business relationship and to take reasonable steps to protect it from unauthorized access or disclosure.

Confidentiality obligations do not apply to information that:

• is publicly available without breach of an obligation;
• was lawfully known to the receiving party before disclosure;
• is lawfully obtained from another source without confidentiality restrictions;
• is independently developed without use of the confidential information; or
• must be disclosed under applicable law, court order or lawful request from a competent authority.

Where disclosure is legally required, the receiving party will, where legally permitted and reasonably practicable, provide notice to the other party.

The Repures Platform, including its:

• software;
• source code;
• algorithms;
• models and methodologies;
• user interface;
• designs;
• branding;
• databases;
• documentation;
• report structures;
• analytical methodologies;
• proprietary scores and metrics; and
• other technology and intellectual property

is owned by Route IT Solutions FZC or its applicable licensors and is protected by applicable intellectual property laws.

Except for the limited right to use the Platform in accordance with these Terms, no ownership rights are transferred to the Customer.

The Repures name, logo, branding and associated product identity may not be used in a manner that implies ownership, endorsement, partnership or authorization without Route IT's prior permission.

Customer Data remains subject to Section 10 of these Terms.

If the Customer or an Authorized User provides suggestions, recommendations, ideas or feedback regarding the Repures Platform, Route IT may use that feedback to develop, improve or operate its products and services without restriction or payment.

This does not grant Route IT ownership of the Customer's confidential information or Customer Data.

Route IT aims to provide reliable access to the Repures Platform but does not guarantee uninterrupted, continuous or error-free availability.

The Platform may occasionally be unavailable because of:

• scheduled maintenance;
• emergency maintenance;
• infrastructure failures;
• third-party platform outages;
• cloud service interruptions;
• internet or telecommunications failures;
• security incidents;
• updates or deployments;
• API changes; or
• circumstances outside Route IT's reasonable control.

Where reasonably practicable, Route IT may provide advance notice of planned maintenance expected to materially affect Platform availability.

Specific service-level commitments, if any, must be expressly stated in a separate Service Level Agreement ("SLA") or other written agreement.

Route IT may provide technical and customer support according to the Customer's applicable subscription plan or commercial agreement.

Support may be provided through:

• email;
• online support tools;
• messaging;
• remote support; or
• other channels designated by Route IT.

Support does not include services outside the agreed scope unless separately agreed.

Route IT continuously develops and improves the Repures Platform.

We may add, modify, improve, replace or remove functionality to:

• improve the Platform;
• introduce new functionality;
• address security issues;
• comply with legal or regulatory requirements;
• respond to third-party platform changes;
• improve performance;
• introduce new technologies; or
• discontinue obsolete or unsupported functionality.

We will use reasonable efforts to avoid materially reducing the overall core functionality of a paid subscription during its then-current subscription period.

Route IT may temporarily suspend access to all or part of the Platform where reasonably necessary because of:

• overdue payment;
• a material breach of these Terms;
• a security risk;
• suspected fraudulent, abusive or unlawful activity;
• misuse of the Platform;
• risk to Route IT's systems, infrastructure or other customers;
• violation of third-party platform requirements;
• requirements imposed by a third-party provider; or
• applicable legal or regulatory requirements.

Where reasonably practicable, Route IT will notify the Customer of the reason for suspension and provide an opportunity to remedy the issue.

Route IT may act immediately where delay could create a security, legal or operational risk.

Either party may terminate an agreement where the other party materially breaches its obligations and, where the breach is capable of remedy, fails to remedy it within a reasonable period after receiving written notice.

Route IT may terminate or suspend the applicable Services immediately where continued provision of the Platform:

• would violate applicable law;
• creates a material security risk;
• involves fraud or serious misuse;
• infringes third-party rights;
• materially violates a third-party provider's requirements;
• threatens the integrity of the Platform; or
• becomes impossible because of circumstances outside Route IT's reasonable control.

Termination does not affect rights, obligations or payment liabilities that arose before termination.

When a subscription expires or is terminated:

• the Customer's right to access the applicable paid Services ends;
• Route IT may disable Customer and Authorized User accounts;
• outstanding amounts remain payable;
• Customer Data will be handled in accordance with the applicable agreement, DPA and retention practices; and
• provisions intended by their nature to survive termination will continue to apply.

Where technically and commercially reasonable, Customers may request export of available Customer Data before termination or within a reasonable period following termination.

Route IT is not required to retain Customer Data indefinitely after the Customer's contractual relationship ends.

Third-party authorizations granted through the Platform may cease following termination, and the Customer remains responsible for revoking any third-party permissions that require action directly through the relevant third-party service.

Route IT will provide the Repures Platform with reasonable care and skill consistent with the nature of a cloud-based software service.

However, except to the extent expressly stated in these Terms or required by applicable law, the Platform is provided on an "as available" basis.

Route IT does not warrant that:

• the Platform will always be uninterrupted or error-free;
• every third-party review or data item will be available;
• third-party data will always be accurate or complete;
• AI-generated content will always be accurate;
• analytical predictions or scores will produce particular business outcomes;
• third-party integrations will remain permanently available;
• third-party APIs or services will remain unchanged;
• responses submitted to a third-party platform will always be accepted or displayed by that platform; or
• the Platform will meet every Customer-specific requirement unless expressly agreed.

Nothing in these Terms excludes warranties or obligations that cannot lawfully be excluded.

To the maximum extent permitted by applicable law, neither party will be liable to the other for indirect, incidental, special, exemplary or consequential losses arising from or relating to the Services, including loss of anticipated profits, revenue, business opportunity, goodwill or reputation, except where such liability cannot lawfully be excluded.

To the maximum extent permitted by applicable law, Route IT's total aggregate liability arising out of or relating to the Services during any twelve-month period will not exceed the total subscription fees actually paid by the Customer to Route IT for the affected Services during the twelve months immediately preceding the event giving rise to the claim.

Route IT will not be responsible for losses arising solely from:

• changes made by third-party platforms;
• suspension or termination of third-party accounts;
• failure or unavailability of third-party APIs;
• content published by the Customer;
• Customer-approved AI-generated content;
• unauthorized Customer account use not attributable to Route IT; or
• actions taken by a third-party provider outside Route IT's reasonable control.

This limitation does not apply to liability that cannot lawfully be limited or excluded under applicable law.

Nothing in these Terms is intended to exclude liability for fraud, fraudulent misrepresentation, wilful misconduct or any other liability that cannot legally be excluded.

To the extent permitted by applicable law, the Customer agrees to indemnify Route IT against third-party claims, losses, damages or reasonable costs arising directly from:

• unlawful Customer Data supplied by or on behalf of the Customer;
• the Customer's material breach of these Terms;
• unauthorized use of third-party accounts or integrations by the Customer;
• infringement of third-party rights caused by content supplied, approved or published by the Customer;
• the Customer's failure to obtain required authority to connect a third-party account;
• the Customer's violation of applicable third-party platform terms; or
• the Customer's unlawful use of the Platform.

Route IT will provide reasonable notice of any such claim and reasonable cooperation in its defense.

Neither party will be liable for failure or delay in performing an obligation, other than an obligation to pay amounts already due, where the failure or delay results from circumstances beyond that party's reasonable control.

Such circumstances may include:

• natural disasters;
• war;
• terrorism;
• civil disturbance;
• government action;
• widespread internet or telecommunications failure;
• cloud infrastructure outages;
• significant cyberattacks;
• epidemics or pandemics;
• labor disruptions;
• failure of critical third-party services; or
• widespread outage or suspension of a third-party platform required for an integration.

The affected party will use reasonable efforts to minimize the impact of such circumstances.

Route IT may update these Terms from time to time to reflect:

• changes to the Repures Platform;
• new functionality;
• changes in applicable law;
• security requirements;
• changes to third-party services or integrations; or
• reasonable changes to our business practices.

Updated Terms will be published on repures.com with an updated effective date and, where appropriate, version number.

Where a change materially affects an existing paid Customer's rights or obligations, Route IT will provide reasonable notice where required or appropriate.

Changes will generally apply from the effective date stated in the updated Terms and will not retrospectively alter rights already accrued.

The Customer agrees that communications relating to the Platform, including notices, invoices, subscription confirmations and contractual communications, may be provided electronically.

Acceptance of an electronic order form, online subscription, account registration process or other electronic agreement may constitute acceptance of these Terms.

Electronic records and communications may be used to evidence the parties' contractual relationship to the extent permitted by applicable law.

The Customer may not assign or transfer its rights or obligations under its agreement with Route IT without Route IT's prior written consent, except as otherwise agreed.

Route IT may assign or transfer its rights and obligations in connection with:

• a merger;
• acquisition;
• corporate restructuring;
• sale of substantially all relevant assets;
• financing transaction; or
• transfer of the business associated with the Repures Platform,

subject to applicable law.

Nothing in these Terms creates a partnership, joint venture, employment, franchise or general agency relationship between Route IT and the Customer.

The limited authorization granted under Section 13 for Route IT to interact with connected third-party accounts does not create a general agency relationship and applies only to actions reasonably necessary to provide the Services within the permissions granted by the Customer.

Neither party has authority to bind the other except where expressly agreed in writing or specifically authorized under these Terms.

If any provision of these Terms is found by a competent court or authority to be invalid, unlawful or unenforceable, that provision will be interpreted, modified or limited to the minimum extent necessary where permitted by law.

The remaining provisions will continue in effect.

Failure or delay by either party to enforce any provision of these Terms does not constitute a waiver of that provision or any other right.

A waiver is effective only to the extent expressly given.

These Terms, together with the applicable:

• order form;
• quotation;
• proposal;
• subscription confirmation;
• Data Processing Addendum;
• Service Level Agreement, if any;
• Privacy Policy; and
• other expressly incorporated contractual documents

constitute the agreement between Route IT and the Customer regarding the applicable Services.

Where contractual documents conflict, any separately negotiated and signed order form or written agreement will prevail over these general Terms to the extent of the conflict.

These Terms and any contractual relationship concerning the Repures Platform are governed by the applicable laws of the United Arab Emirates.

Unless otherwise expressly agreed in writing, the courts of the Emirate of Sharjah, United Arab Emirates shall have jurisdiction over disputes arising out of or relating to these Terms or the Services, subject to applicable UAE law.

Before commencing formal proceedings, the parties will use reasonable efforts to resolve disputes through good-faith discussions.

Questions regarding these Terms, contractual matters or the Repures Platform may be sent to:

Route IT Solutions FZC
Owner and operator of the Repures Platform
SPC Free Zone
Sharjah, United Arab Emirates

Legal: legal@repures.com
Privacy: privacy@repures.com
Website: https://repures.com