Terms of Service
ICISURVEY — AI-Powered Guest Satisfaction Management Platform
Effective date: June 02, 2025 Last updated: June 02, 2025
1. Acceptance
By accessing or using ICISURVEY (the "Service"), the customer organization and its authorized users agree to these Terms of Service ("Terms") and our Privacy Policy at https://icisurvey.com/en/privacy/. If you do not agree, do not use the Service.
These Terms are a legally binding agreement between the customer organization ("Customer") and ICI Tech Teknoloji A.Ş. ("Company", "we", "us", "our"), registered in Turkey.
2. Definitions
Service means the ICISURVEY web platform, API, and all associated features. Customer means the hotel or hospitality organization that has subscribed to ICISURVEY. Admin User means a Customer employee authorized to create surveys, manage settings, and access reports. Guest means a hotel guest who completes a survey distributed by the Customer. Survey Response Data means all content submitted by Guests through Customer-created surveys. AI Provider means the third-party AI service provider used to analyze survey responses.
3. Eligibility and Account Registration
The Service is intended for business customers in the hospitality sector. An account is required to use the Service. The Customer is responsible for all activity under its account and must ensure authorized users maintain credential confidentiality.
4. What ICISURVEY Is and Is Not
ICISURVEY IS a guest satisfaction survey and analysis platform that helps hotels collect guest feedback, analyze responses using AI, and resolve issues before checkout.
ICISURVEY IS NOT a public review platform, a reputation management service that suppresses reviews, or a tool that interferes with guests' rights to express opinions on third-party platforms. ICISURVEY helps hotels resolve service issues — it does not prevent guests from leaving reviews on TripAdvisor, Google, or any other platform.
5. Guest Data — Customer as Data Controller
The Customer is the data controller for all Survey Response Data collected from its guests. We act as the Customer's data processor for this data.
Customer obligations: Inform guests that their survey responses will be collected, processed by ICISURVEY, and analyzed by AI, through an appropriate privacy notice or on-property communication. Ensure a lawful basis for collecting guest satisfaction data under applicable data protection law. Facilitate guest data subject requests relating to survey responses. Ensure that the email addresses, phone numbers, and other contact data used to distribute surveys are handled in compliance with applicable law.
Data Processing Agreement: By accepting these Terms, the Customer enters into a data processing agreement with us covering Survey Response Data processing. Customers in the EEA may request a standalone DPA at app@icitech.com.tr.
6. AI Analysis
Survey Response Data is transmitted to a third-party AI provider to generate summaries, sentiment analysis, action recommendations, and draft responses. By using the AI analysis features, the Customer consents to this transmission. The AI provider is disclosed at https://icisurvey.com/en/privacy/ai-provider/. Customers should reflect this processing in their guest communications.
7. Survey Distribution Channels
When distributing surveys via email, SMS, or WhatsApp, the Customer is responsible for ensuring it has the right to contact guests through these channels and that such contact complies with applicable law including anti-spam and marketing communications regulations. ICISURVEY facilitates delivery but does not verify the legal basis for contacting individual guests.
8. Review Platforms
ICISURVEY may enable features that direct satisfied guests toward public review platforms. The Customer agrees not to use the Service to: selectively solicit reviews only from satisfied guests while suppressing dissatisfied guests' ability to provide feedback; violate any review platform's terms of service regarding review solicitation; misrepresent its review status or scores to third parties.
9. Free Trial
ICISURVEY offers a 14-day free trial with no credit card required. At the end of the trial, access reverts to the free tier or you will be asked to subscribe to continue. Trial terms are shown at signup.
10. Subscription and Payment
Paid subscription plans are available for access to full features beyond the trial. Pricing, billing cycles, and feature inclusions are shown at https://icisurvey.com/en/pricing/ or communicated during signup. Payment is processed via our payment provider. Enterprise customers may be invoiced under separate commercial agreements. We do not process payments through the Apple App Store or Google Play.
11. Cancellation
You may cancel your subscription at any time through your account settings or by contacting app@icitech.com.tr. Cancellation takes effect at the end of the current billing period. You retain access until the billing period ends. We do not provide pro-rata refunds for unused periods except where required by applicable law.
12. Acceptable Use
Use the Service only for lawful guest satisfaction management purposes in accordance with these Terms and applicable law.
13. Prohibited Conduct
The Customer and its users agree not to: collect guest data without adequate notice and lawful basis; use the Service to suppress guest feedback or manipulate public review scores in violation of review platform policies; reverse engineer the platform or AI systems; violate applicable data protection, anti-spam, or consumer protection law; use the Service to collect sensitive personal data such as health information, financial details, or government identification numbers.
14. Intellectual Property
All Company Content — including the ICISURVEY name, logo, platform design, AI analysis engine integrations, and software — is owned by or licensed to ICI Tech Teknoloji A.Ş. The Customer receives a limited, non-exclusive, non-transferable, revocable licence to use the Service for its own internal hospitality business purposes during the subscription term.
The Customer owns its own Survey Response Data. It grants us a limited licence to process this data to provide the Service.
15. Privacy
Customer use is governed by our Privacy Policy at https://icisurvey.com/en/privacy/. EEA/UK Customers should also read our GDPR Privacy Notice at https://icisurvey.com/en/privacy/gdpr/ and may request a DPA.
16. Availability and Changes
We aim for continuous availability but do not guarantee uninterrupted access. We may update platform features, AI analysis methods, or supported channels with reasonable notice. We are not liable for third-party delivery failures (email, SMS, WhatsApp).
17. Disclaimer of Warranties
To the maximum extent permitted by applicable law, the Service is provided "as is" without warranties including: that AI analysis results are always accurate or complete; that the Service will prevent negative reviews; that survey completion rates will reach any particular level; or uninterrupted operation.
18. Limitation of Liability
To the maximum extent permitted by applicable Turkish law, ICI Tech Teknoloji A.Ş. shall not be liable for: any guest review or reputational outcome; the Customer's failure to address guest complaints; indirect, incidental, special, consequential, or punitive damages; or any damages exceeding the greater of (a) fees paid to us in the twelve months preceding the claim, or (b) ₺10,000.
Nothing limits our liability for gross negligence, fraud, or any liability that cannot be excluded under mandatory Turkish law.
19. Indemnification
The Customer indemnifies ICI Tech Teknoloji A.Ş. against claims arising from: the Customer's failure to inform guests about data processing; the Customer's violation of review platform terms; the Customer's breach of applicable data protection or anti-spam law.
20. Term and Termination
Access is subject to active subscription. We may suspend access for material breach or non-payment. On termination, the Customer may request export of Survey Response Data within the period specified, after which data is deleted per our Privacy Policy.
21. Governing Law and Disputes
Governed by the laws of the Republic of Turkey. Disputes subject to Istanbul (Çağlayan) court jurisdiction. EEA and UK enterprise customers retain applicable mandatory local rights.
22. Changes to These Terms
Material changes notified at least 14 days in advance. Current version at https://icisurvey.com/en/terms/.
23. Contact Us
Email: app@icitech.com.tr Website: https://icisurvey.com/ Subject: "Terms — ICISURVEY"
We respond within 5 business days.