Understory Reviews Terms
1. Introduction
1.1 This order form governs the relationship between Understory A/S ("Understory") and its customers ("Customer") regarding the provision of Understory Reviews Premium ("Reviews Premium").
1.2 By accepting this order form within Understory's platform, or in writing, the Customer agrees to the terms outlined below (Terms & Conditions).
2. Services
2.1 Understory Reviews sends an automated review invitation to eligible guests after a completed booking recorded in the System, and collects the ratings and written feedback submitted in response.
2.2 Reviews Premium adds the routing of eligible guests to external review destinations. Understory determines at its sole discretion which destinations and functionality are made available, whether any new destination or functionality is included in Reviews Premium or offered separately against payment, and may add, change or withdraw any of them.
2.3 The Customer is responsible for establishing and maintaining its own access to the external review destinations it uses, including holding any account or business profile those destinations require, and supplying and maintaining the correct review link in the System.
2.4 Reviews Premium does not import, retrieve, publish, edit, remove or respond to reviews held on any external platform.
2.5 Every eligible guest receives the same external review opportunity, independently of any rating or feedback the guest has given or may give. Invitations carry neutral wording and no incentive. The Customer must not request, configure or seek to bring about any arrangement under which the external review opportunity is offered selectively, including on the basis of expected or actual sentiment. The Customer is responsible for its own compliance with the policies of any external review platform it directs guests to, and Understory may suspend or terminate under clause 4.4 where the Customer acts contrary to this clause.
2.6 The Customer determines guest eligibility within the settings available in the System, and is responsible for the lawfulness of contacting its own guests, including obtaining any consent required in its jurisdiction.
3. Payment & Pricing
3.1 The Customer pays a fixed monthly fee for Reviews Premium.
3.2 Failure to make timely payment may result in suspension of Reviews Premium.
4. Commitment & Cancellation
4.1 The Customer commits to a minimum commitment period of three (3) months.
4.2 After the initial 3-month period, the subscription can be stopped at the end of the current billing period.
4.3 This Order Form may be cancelled independently by the Customer following the minimum commitment period, by providing written notice to info@understory.io. Cancellation of this Order Form does not affect the MSA or any other active Order Form with Understory.
4.4 Understory reserves the right, at its sole discretion, to suspend or terminate the agreement immediately if the Customer breaches these Terms & Conditions, misuses the services, fails to comply with applicable laws or platform policies, or if Understory reasonably determines that the Customer's actions may expose Understory, its partners, or advertising platforms to legal, financial, reputational, or operational risk.
4.5 On the effective date of cancellation or termination, routing of guests to external destinations stops. The Customer's Free plan continues, and the reviews already collected remain available to the Customer in the System and exportable on the terms of the Free plan. Reviews already published on an external platform are unaffected and remain a matter between the Customer and that platform.
5. Liability & Performance Disclaimer
5.1 Understory will operate the invitation and routing of Reviews Premium to the best of its ability. Collection and review outcomes depend on factors outside Understory's control, including but not limited to guest behaviour, email deliverability, the Customer's booking volume, and the policies and interfaces of external platforms.
5.2 Understory does not guarantee any specific result, including but not limited to the number of invitations delivered or opened, the number of reviews collected, the number or rating of reviews appearing on any external platform, search-engine visibility, traffic, conversion rates, bookings or revenue. Understory reports on the invitations it sends and on the guest activity it can observe in the System, and neither reports on nor confirms activity taking place on an external platform. Understory is not liable for the Customer's failure to achieve any result, or for any loss arising from it.
5.3 Understory is not responsible for any action taken by an external review platform in respect of the Customer, including but not limited to the removal, rejection, filtering or non-publication of reviews, or the suspension of the Customer's profile.
5.4 Understory is not responsible for indirect losses, including but not limited to lost revenue, missed opportunities, reputational harm, or the content of any review submitted by a guest.
5.5 To the fullest extent permitted by applicable law, Understory excludes all liability for damages arising out of or in connection with Reviews Premium.
6. Ownership & Data Usage
6.1 The reviews and feedback collected through Understory Reviews, and the Customer's own brand assets and materials, remain the Customer's. The Customer may export the collected data at any time.
6.2 The invitation flows, templates, routing logic, reporting and any analysis functionality reflect Understory's know-how and remain the property of Understory and/or its third-party providers, and are not transferred to the Customer.
6.3 Understory may use the review and performance data collected through Understory Reviews for reporting, benchmarking, product improvement and marketing purposes, and may identify the Customer in connection with such use, including in case studies, reference material and marketing material. Guest personal data is used in accordance with clause 6.4.
6.4 Processing of guest personal data is governed by the data processing terms in the MSA.
7. Modifications to Terms
7.1 Understory may update these Terms & Conditions in accordance with the MSA’s rules on changes. Customers will be notified of significant changes.
7.2 Continued use of Reviews Premium after modifications implies acceptance of the updated Terms & Conditions.