Terms of Service

By accessing or using the RIE Real Time Insight Engine ("Service"), you agree to be bound by these Terms of Service ("Terms"). If you are using the Service on behalf of a business, you represent that you have the authority to bind that business to these Terms.

If you do not agree to these Terms, do not access or use the Service.

RIE is an AI-powered software-as-a-service (SaaS) platform designed for hospitality businesses. The Service enables hotel operators to collect guest feedback via WhatsApp, analyse NPS scores, import and AI-analyse external reviews from Google Business Profile and TripAdvisor, manage guest records, and access economic insights derived from guest experience data.

Core AI capabilities include:

• AI Review Analysis: Automatic sentiment detection, category classification, key problem identification, recurring issue detection, and suggested actions for every imported review.
• AI-Drafted Replies: Personalised, brand-accurate reply drafts for negative reviews, with optional auto-publishing to Google.
• Weekly AI Executive Reports: Trending issues, recurring problems, hidden patterns, weekly action items, and sentiment trend analysis, emailed to the hotel owner.
• Predictive Alerts: Real-time alerts when negative patterns are detected, with recommended actions before they impact your star rating.
• Trend Prediction: Sentiment tracking across 15 review categories (Room, Cleanliness, Staff, AC, WiFi, etc.) with escalation prediction.
• Context-Aware Intelligence: Reviews enriched with local weather, holidays, nearby events, and competitor benchmarks for more accurate analysis.
• Sustainability Tracking: Eco-signal detection from reviews and guest feedback, sustainability index scoring, and eco-initiative performance tracking.

Features and functionality may be updated, modified, or discontinued at any time. We will endeavour to provide reasonable notice of material changes.

To use the Service, you must create an account with a valid email address. You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account.

You must not create accounts using automated means, share access credentials, or impersonate another person or entity.

You agree not to:

• Use the Service for any unlawful purpose or in violation of applicable laws
• Send unsolicited communications (spam) to guests via the platform
• Upload or transmit malicious code, viruses, or harmful content
• Attempt to reverse-engineer, scrape, or circumvent security measures
• Use the AI-generated outputs to make consequential decisions without human review
• Misrepresent your identity or business to guests using the platform

We reserve the right to suspend or terminate your account for violations of this section.

As a hotel operator, you are the data controller for guest personal data you input into the Service. You are responsible for obtaining any required consent from guests to store their contact information and send them WhatsApp messages.

You must comply with applicable data protection laws (including GDPR, India's DPDP Act, or other applicable regulations) when collecting and processing guest data through the Service.

RIE acts as a data processor on your behalf for guest data. See our Privacy Policy for full details.

The Service optionally allows you to connect your Google account to import reviews from your Google Business Profile via Google's official API. By connecting your account, you authorize RIE to access and process your business's public review data for display and AI analysis within the Service, in accordance with our Privacy Policy.

You represent that you are authorized to grant this access on behalf of the business listing being connected. You may disconnect your Google account at any time from Settings → Integrations, which revokes RIE's access.

Certain AI-powered features require RIE Credits. Credits are purchased via Razorpay and are non-refundable unless otherwise required by law. Credits do not expire as long as your account remains active. Credits are shared across all properties owned by your account.

The current credit costs are:

• Instant Review Analysis: 1 credit per analysed review (negative reviews, 3-star and below)
• Daily Batch Analysis: 1 credit per review analyzed (up to 200 per day per property). No charge when nothing is pending.
• Deep AI Insight Report: 400 credits per report (full executive briefing with trend detection and recurring issue prediction)
• Weekly Google Review Import: 50 credits per run
• Weekly AI Executive Report: Free (emailed to the hotel owner)
• Auto-Publish AI Replies: Free
• Checkout Review Prompt: Free (WhatsApp review request on checkout day)

Credit packs are available for purchase at ₹1,499 for 5,000 RIE Credits. Pricing is subject to change with 30 days' notice. We will not change the price of credits already purchased.

All transactions are processed in the currency shown at checkout. Applicable taxes may apply depending on your jurisdiction.

RIE and its licensors own all intellectual property rights in the Service, including the software, design, trademarks, and branding. These Terms do not grant you any rights to use our trademarks or branding.

You retain ownership of data you upload to the Service (guest records, feedback, etc.). By using the Service, you grant RIE a limited licence to process that data solely to provide the Service.

AI-generated reports, insights, and analyses produced by the Service are provided for informational purposes only. You may use them internally. You may not resell or redistribute them as a standalone product.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

We do not warrant that the Service will be uninterrupted, error-free, or that AI-generated outputs will be accurate, complete, or reliable. AI analysis is supplementary information and should not be the sole basis for business decisions.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, RIE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES, ARISING FROM YOUR USE OF THE SERVICE.

OUR TOTAL CUMULATIVE LIABILITY ARISING FROM OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID TO US IN THE 12 MONTHS PRECEDING THE CLAIM.

You agree to indemnify and hold harmless RIE, its officers, directors, and employees from any claims, liabilities, damages, and expenses (including legal fees) arising from: (a) your use of the Service, (b) your violation of these Terms, (c) your violation of any applicable law or third-party right, or (d) guest data you provide through the Service.

You may terminate your account at any time through the Settings page. We may suspend or terminate your access at any time for violation of these Terms or for any other reason with reasonable notice.

On termination, your data will be retained for 30 days and then deleted, unless legal retention obligations apply.

These Terms are governed by the laws of India. Any disputes shall be subject to the exclusive jurisdiction of the courts located in India.

We reserve the right to modify these Terms at any time. We will notify you of material changes by email or in-app notice. Your continued use of the Service after the effective date constitutes acceptance.

Questions about these Terms? Contact us at kiaanuppal@gmail.com.