--- title: "Privacy Policy | icisurvey" description: "Collect real-time feedback from hotel guests with QR and email surveys. Measure satisfaction with AI summaries and resolve issues on the spot." lastModified: "2026-07-31" --- # Privacy Policy # Privacy Policy **ICISURVEY — AI-Powered Guest Satisfaction Management Platform** **Effective date: June 02, 2025** **Last updated: June 02, 2025** --- ## 1. Who We Are ICISURVEY is developed and operated by **ICI Tech Teknoloji A.Ş.** ("Company", "we", "us", or "our"), a technology company registered in Turkey. | | | |---|---| | **Company** | ICI Tech Teknoloji A.Ş. | | **Website** | https://icisurvey.com/ | | **Email** | app@icitech.com.tr | > **What ICISURVEY is:** ICISURVEY is a B2B SaaS platform that enables hotels and hospitality businesses to design and distribute guest satisfaction surveys, collect and analyze responses using AI, and resolve guest issues in real time. ICISURVEY is not a review platform and does not operate any public review service. --- ## 2. Our Role — Controller and Processor ICISURVEY operates in two distinct legal roles. **As Data Controller:** We control personal data for hotel admin user accounts, our own operational security, and direct communications with customer organizations. **As Data Processor:** We process guest survey response data on behalf of our hotel customers. The hotel is the data controller for its guests' survey data. We process this data only as instructed by the hotel to provide the Service. **Hotel responsibilities as data controller:** Hotels using ICISURVEY are responsible for informing their guests that survey responses will be collected and analyzed — including by AI — and by a third-party platform (ICISURVEY). Hotels must have a lawful basis for collecting guest satisfaction data. They must comply with applicable data protection law regarding guest data. --- ## 3. Data We Collect **Hotel Admin Account Data:** Email address, password (one-way hash), name, job title, hotel name and details. **Guest Survey Response Data (as Processor):** Guest satisfaction scores and ratings, open-text comments and complaints, emoji or scale selections, room number or booking reference (if provided by the hotel), survey completion timestamp, response language, distribution channel (QR, email, SMS, WhatsApp, kiosk, tablet). **AI Analysis Outputs (as Processor):** AI-generated summaries of survey responses, sentiment scores, prioritized action recommendations, draft staff responses. **Distribution Data:** Email addresses or phone numbers used to send surveys to guests (provided by the hotel and used only to deliver the survey). **Technical and Security Data:** IP addresses, session logs, access timestamps, device type, crash reports. **Communications Data:** Email correspondence from demo requests, support inquiries, and billing communications. > Guest survey data may contain personal opinions, complaints about specific rooms or staff, and sensitive hospitality feedback. We treat this data with care and process it only to provide the Service to the hotel. --- ## 4. AI Analysis — Third-Party API ICISURVEY uses a **third-party AI service provider** via API to generate survey summaries, sentiment analysis, action recommendations, and draft staff responses. When a guest submits a survey, the response content is transmitted to the AI provider's API for processing. The AI provider generates analysis outputs that are returned to the hotel dashboard. The identity of the current AI provider is disclosed at https://icisurvey.com/en/privacy/ai-provider/. We select AI providers that commit to: not using API inputs for general model training; applying appropriate data security; and complying with applicable data protection regulations. A data processing agreement is in place with our AI provider. Hotels should inform their guests that survey responses are analyzed using AI tools as part of the ICISURVEY service. --- ## 5. Survey Distribution Channels ICISURVEY supports sending surveys via email, SMS, and WhatsApp. When the hotel uses these channels, guest contact information provided by the hotel is used to deliver the survey. This contact data is processed only for delivery purposes and is not stored beyond what is necessary for the distribution task. WhatsApp delivery is subject to WhatsApp's own applicable terms. --- ## 6. Negative Review Prevention — What This Means ICISURVEY helps hotels identify and address guest dissatisfaction before guests leave a negative review on platforms like TripAdvisor or Google. This works by alerting hotel staff to low satisfaction scores during the guest's stay, enabling real-time service recovery. ICISURVEY does not prevent guests from posting reviews on any platform, suppress reviews, or interfere with any review platform's policies. --- ## 7. Legal Bases for Processing | Purpose | Legal Basis | |---|---| | Hotel admin account management | Performance of contract | | Survey creation and distribution | Performance of contract | | Guest survey data collection (as Processor) | Performance of contract with hotel | | AI analysis of survey responses | Performance of contract | | Real-time notification delivery | Performance of contract | | Security and access monitoring | Legitimate interest | | Demo requests and marketing | Legitimate interest / Consent | | Legal obligations | Legal obligation | --- ## 8. What We Do Not Do We do not sell guest survey data or hotel account data. We do not use guest survey responses for advertising profiling. We do not share survey content with advertising networks. We do not use advertising identifiers. We do not access survey content for any purpose other than providing the Service to the hotel. We do not interfere with guests' rights to post reviews on any platform. --- ## 9. Third-Party Services | Service | Purpose | Privacy Policy | |---|---|---| | **AI Service Provider** | Survey analysis, sentiment, summaries | https://icisurvey.com/en/privacy/ai-provider/ | | **Email/SMS delivery provider** | Distributing surveys to guests | Available on request | | **Cloud infrastructure provider** | Hosting and data storage | Available on request | --- ## 10. Data Sharing and Disclosure We share data only as necessary: with our AI provider (guest survey content for analysis); with email/SMS/WhatsApp delivery providers (guest contact details for survey distribution); with cloud infrastructure providers (platform operations); with financial and legal advisors (compliance); with courts and regulators (lawful requests); with hotel customers (their own guests' survey data via dashboard); with potential acquirers under strict confidentiality. We do not share guest data with advertising networks. --- ## 11. International Data Transfers ICI Tech Teknoloji A.Ş. is based in Turkey. Service providers including the AI provider may operate internationally. All transfers are subject to appropriate safeguards per KVKK Article 9, including standard contractual clauses. --- ## 12. Data Retention Hotel admin account data is retained for the duration of the subscription plus 3 years after termination. Guest survey responses are retained per the hotel's configuration and applicable contractual terms. AI analysis outputs are retained in line with survey data. Distribution contact data (email/phone) is deleted after delivery or within 30 days, whichever is sooner. Communications and demo data are retained for 3 years. Technical logs are retained for 12 months. Financial records are retained for 10 years per Turkish commercial law. --- ## 13. Security All data in transit uses TLS 1.2+ encryption. Stored data is encrypted at rest. Role-based access controls separate hotel admin and general staff access. AI provider transmissions use encrypted connections. Regular security assessments are conducted. --- ## 14. Your Rights Hotel admin users may exercise data rights by contacting app@icitech.com.tr. Hotel guests whose survey data is held by ICISURVEY on behalf of the hotel should contact the hotel first. The hotel is the data controller for guest survey data. We will cooperate with hotels in fulfilling guest data subject requests. We respond within 30 days, free of charge. --- ## 15. EEA and UK Users If you or the hotel customer is in the EEA or UK, GDPR applies. Read our GDPR Privacy Notice at https://icisurvey.com/en/privacy/gdpr/ for full GDPR details including Article 28 data processing agreements, supervisory authority contacts, and breach notification rights. --- ## 16. Changes Material changes notified at least 14 days in advance. Current version at https://icisurvey.com/en/privacy/. --- ## 17. Contact Us **Email:** app@icitech.com.tr **Website:** https://icisurvey.com/ **Subject:** "Privacy Request — ICISURVEY" We acknowledge enquiries within 5 business days. --- ## 18. Governing Law This Policy is governed by the laws of the Republic of Turkey, including KVKK No. 6698. 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