Vlerso Terms of Service

DRAFT. Not yet reviewed by a lawyer. Do not publish until a Kosovo lawyer has reviewed it.

Last updated: [date]

Përmbledhje në shqip

Vlerso është një aplikacion që ju ndihmon të ftoni klientët tuaj të lënë vlerësim në Google dhe t'ju shkruajnë privatisht nëse kanë ndonjë vërejtje.

• 14 ditët e para janë falas, pa kartelë.
• Pas provës, çmimi është 19 euro në muaj ose 190 euro në vit për çdo lokacion. Pagesa bëhet me faturë dhe transfer bankar.
• Mund ta ndërprisni kur të doni. Abonimi mujor mbaron në fund të muajit të paguar.
• Çdo klient i juaji e sheh butonin e Google, pavarësisht sa yje jep. Ju nuk lejohet të jepni dhurata ose zbritje për vlerësime, të kërkoni vetëm nga klientët e kënaqur, ose ta vlerësoni biznesin tuaj vetë apo përmes stafit.
• Ju jeni përgjegjës për të dhënat e klientëve tuaj. Ne i përpunojmë vetëm në emrin tuaj dhe sipas Shtojcës për Përpunimin e të Dhënave më poshtë.
• Ne nuk garantojmë numër të caktuar vlerësimesh apo pozitë në Google.

Ky është vetëm një përmbledhje. Kushtet e plota në anglisht më poshtë janë ato që vlejnë.

1. Who we are

Vlerso is operated by [legal name], [Biznes Individual / SH.P.K.], registered with the Kosovo Business Registration Agency (ARBK) under fiscal number [NUI], address [address], Prishtinë, Kosovo. Contact: [hello@vlerso.com].

"We" and "us" means Vlerso. "You" means the business that signs up, and the people who use the account on its behalf.

2. What Vlerso does

Vlerso gives your business:

• a branded page where your customers rate their visit from 1 to 5 stars,
• the same two options for every customer after rating: write a Google review, or send you a private message,
• QR codes and staff links that lead to that page,
• a way for your staff to open a ready WhatsApp message with a review request, which staff send themselves from their own phone,
• a dashboard with your ratings, requests, Google clicks, private messages, and public Google information about your business and up to 3 competitors.

Vlerso is offered to businesses only, not to consumers.

3. Account and free trial

• You can try Vlerso free for 14 days. We do not ask for a card.
• You must give correct business details and keep your login safe. You are responsible for what happens under your account, including what your staff do.
• At the end of the trial you choose a paid plan. If you do not, your account is paused. Your data is kept for 60 days and then deleted.

4. Prices and payment

• Monthly plan: €19 per location per month.
• Annual plan: €190 per location per year.
• Additional locations of the same business: €14 per location per month, or €140 per year.
• We send an invoice at the start of each period. Payment is by bank transfer and is due within 7 days.
• If an invoice is unpaid 14 days after the due date, we may pause your account until it is paid. While paused, your rating page still works and still shows the Google button, but staff cannot send new requests.
• Prices do not include VAT. Vlerso is not registered for VAT today, so no VAT is charged. If we register for VAT, we will tell you at least 60 days before VAT is added.
• We may change prices with at least 60 days' notice. A change applies from your next period after the notice ends. If you do not agree, you can cancel before it applies.

5. Cancelling

• You can cancel at any time from your account or by writing to us.
• Monthly plan: the service continues until the end of the month you paid for. We do not refund partial months.
• Annual plan: if you cancel within the first 30 days of the annual period, we refund the unused months. After that, the service continues until the end of the paid year.
• After cancellation, we keep your data for 30 days so you can export it, then we delete it, except invoices and records we must keep by law.

6. Fair review rules

Vlerso is built to follow Google's review policies. By using Vlerso you agree to the following:

1. Every customer gets the same choice. You will not try to hide the Google option or show it only to customers who gave a high rating.
2. Ask everyone. You and your staff will offer the review request to customers in general, not only to customers you expect to be happy.
3. No incentives. You will not give money, discounts, gifts, free services, raffle entries or any other benefit in exchange for a review, or for changing or removing one.
4. No asking for a score. You will not ask customers to give a particular rating.
5. No reviews from inside. Owners, staff, former staff, relatives and business partners will not review your business, and will not review competitors.
6. No fake reviews. You will not buy reviews, write reviews for customers, or use review exchange groups.
7. Customer agreement first. Before staff send a WhatsApp or Viber request, they ask the customer if that is OK. If the customer says no, staff do not send it.
8. Respect Google. You will follow Google's rules for Business Profiles and reviews.

If you break these rules we may suspend or close your account. Google may also restrict your Business Profile. That is Google's decision and we cannot change it.

7. Your customers' data

• For data about your customers and staff (ratings, messages, names, phone numbers, staff links), you are the controller and Vlerso is your processor.
• You are responsible for having a lawful reason to collect it and for telling your customers about it. Our rating page shows a short privacy notice and links to our Privacy Policy.
• We process that data only to provide Vlerso to you, as described in the Data Processing Addendum at the end of these Terms.
• Data about you as our customer (your account, billing and contact details) is covered by our Privacy Policy, where Vlerso is the controller.

8. What we promise, and what we don't

• We will do our best to keep Vlerso running and secure. We may stop the service for short periods for maintenance, and we will try to do this outside business hours.
• We do not promise any number of reviews, any rating, or any position in Google search. Results depend on your customers, your service and Google.
• Google information in the dashboard comes from Google and may be delayed or change. We are not responsible for decisions Google makes about your Business Profile or your reviews.
• We may improve or change features. If we remove a main feature you pay for, we will tell you at least 30 days before and you may cancel with a refund of any unused prepaid period.

9. Limit of liability

• To the extent the law allows, our total liability to you for any claim is limited to the amount you paid us in the 12 months before the claim.
• We are not liable for lost profits, lost customers, or indirect damage.
• Nothing in these Terms limits liability that cannot be limited under Kosovo law, such as liability for intentional harm or gross negligence.

10. Your brand and our brand

• You allow us to use your business name, logo and colours to build your rating page, QR materials and reports.
• Your rating page shows "Powered by Vlerso".
• We will only mention you as a Vlerso client in our marketing if you agree in writing.

11. Acceptable use

You will not use Vlerso to:

• send messages to people who did not agree to receive them, or send bulk or marketing messages,
• collect data that is not needed, including medical details,
• break any law or anyone's rights,
• try to break, copy or overload the service, or access other businesses' data.

12. Suspension and closing an account

We may suspend or close your account if you break these Terms, if an invoice is unpaid as described in section 4, or if we are required to by law. Where possible we will tell you first and give you a chance to fix the problem. You can close your account at any time.

13. Changes to these Terms

We may update these Terms. For important changes we will tell you by email at least 30 days before they apply. If you keep using Vlerso after that date, the new Terms apply. If you do not agree, you can cancel before that date.

14. Law and disputes

These Terms are governed by the laws of the Republic of Kosovo. If we have a disagreement, we will first try to solve it by talking. If that does not work, the competent court in Prishtinë will decide.

15. Contact

[hello@vlerso.com], [phone / WhatsApp], [address].

Annex: Data Processing Addendum (DPA)

This Addendum applies when Vlerso processes personal data on your behalf. It is part of the Terms. It is meant to meet the requirements of Kosovo Law No. 06/L-082 on Protection of Personal Data.

1. Roles. You are the controller. Vlerso is the processor.

2. Subject and duration. Providing the Vlerso service, for as long as your account is active, plus the deletion periods in point 9.

3. Nature and purpose. Collecting and storing customer ratings and messages, sending review request links through your staff, showing statistics, and sending you notifications.

4. Types of data. Star rating, optional message text, optional name and phone number, timestamps, the staff link or QR code used, language choice, first name and phone number entered by staff for a review request, staff first names, internal notes you write.

5. Data subjects. Your customers, and your staff who use staff links.

6. Your instructions. We process the data only to provide Vlerso as described in the Terms, or on your other written instructions, unless the law requires otherwise. We will tell you if we think an instruction breaks the law.

7. Confidentiality and security. Everyone at Vlerso with access to the data is bound by confidentiality. We use encryption in transit and at rest, access controls, two-factor login on our provider accounts, and backups. We keep each business's data separate.

8. Sub-processors. You allow us to use these sub-processors:

Google (Places API) receives only your business's Google place ID and public business information, not your customers' data. WhatsApp and Viber messages are sent by your staff from their own phones and are not processed by Vlerso. We will tell you at least 30 days before adding or replacing a sub-processor. You may object, and if we cannot resolve it, you may cancel with a refund of any unused prepaid period.

9. Deletion. We delete or anonymise data as follows: private messages 12 months after they are marked resolved, review-request phone numbers after 90 days, links between ratings and personal details after 12 months. After your account ends, we delete all data about your customers within 30 days, after giving you an export if you ask.

10. Help with requests. If one of your customers asks to see, correct or delete their data, we will help you within 10 working days. If they contact us directly, we will pass the request to you.

11. Breaches. If we become aware of a personal data breach affecting your data, we will tell you without undue delay and within 48 hours at the latest, with the information we have, so you can meet your own duty to notify the Information and Privacy Agency.

12. Information and audits. We will give you the information you reasonably need to show that this Addendum is followed, and answer reasonable written questions within 15 working days.

13. Transfers. We prefer providers and regions in the EU or EEA. If data is transferred to another country, we will use safeguards allowed under Kosovo law.