Terms of service

Version 2026-10-11.3.

Who provides the service

POLARGATE S.L., tax ID B24895005, registered at Calle Electrónica 6, 28027 Madrid (Spain). Email: hello@polargate.ai. In these terms, "you" means the hotel, or the company that runs it, that signs up.

How you accept them

You accept these terms, and the data processing agreement that is part of them, when you pay. The version you accept is the one shown above.

For businesses only

PolarPuffin is a service for businesses: hotels and their restaurants, bars or beach clubs. Independent restaurants will come later. It is not offered to consumers: whoever signs up does so on behalf of a business and for its trade, so the consumer right of withdrawal does not apply.

What PolarPuffin does

We bring together the hotel's reviews from Google, TripAdvisor and Booking and every Monday email you a weekly report with up to five small changes, each backed by the reviews that ask for it. Between reports we send email alerts, and we measure each change again at 4 and 8 weeks to see whether it worked.

The report and the alerts arrive by email. The hotel also has a PolarPuffin account, in the browser, with the report, the draft replies and its subscription. You sign in with Google, with the email of whoever paid or of the people the account holder invites.

Plans

There are two plans per hotel, Hotel and Hotel Pro, paid monthly or yearly. Prices are on the pricing page.

Hotel Pro adds draft replies for every review, a comparison with three competing hotels, and the hotel's restaurant or beach club in the same report.

Paying yearly costs at least 20% less than paying monthly and is charged upfront for 12 months.

For 3 or more hotels, the Group plan is tailored: ask by email at hello@polargate.ai and we agree it in writing.

Replies to reviews

Draft replies are drafts. You review them, edit them if you wish and publish them yourself, under your own responsibility. PolarPuffin does not currently publish replies on Google or any other platform, and until it does, publishing is not part of the service you sign up for.

Estimates

The figures that come with a change (how much the rating could improve, how many complaints it could prevent) are estimates, not promises. PolarPuffin does not guarantee a higher rating or more revenue. What you do with the report is your decision.

Free trial

The first 30 days are free and need no card. Nothing is charged automatically when they end: you choose a plan and pay, or you stop.

Prices and tax

Prices exclude tax. Spanish businesses pay 21% VAT on top. Businesses in another European Union country with a valid VAT number are invoiced without VAT, under the reverse charge, as POLARGATE S.L. is registered for intra-EU trade (ROI/VIES). No VAT is charged outside the European Union. Tax is calculated by Stripe Tax at checkout.

The Spanish site charges in euros and the English site in US dollars, for the same figure.

Payment and renewal

Payment is upfront by card, Apple Pay or Google Pay, through Stripe. The subscription renews automatically every month or year, as chosen, with the same payment method, until it is cancelled. After each charge we email the receipt, with the invoice as a PDF, to the billing address (the one given at checkout, or whichever is set later in the account). The invoices are in the account too.

Price changes

A price change is announced by email 30 days in advance. If you do not accept it, you can cancel before it applies.

Cancellation

There is no minimum term: cancel whenever you like from your PolarPuffin account, under "Plan and billing", or by writing to hello@polargate.ai. That is also where you change plan or payment method and download your invoices. The subscription stays active until the end of the period already paid and then does not renew.

Refunds

The current period, whether a month or a year paid upfront, is not refunded, except where the law requires it. The free trial is there so you can decide before paying.

What you agree to do

• Give us accurate details identifying the hotel and its Google, TripAdvisor and Booking listings.
• Use the reports to manage your own hotel.
• Publish replies under your own responsibility and within each review platform's terms.

Personal data

POLARGATE S.L. processes the hotel's contact, account and billing data as a controller, under the privacy policy. It processes the personal data in reviews on your behalf, under the data processing agreement.

Intellectual property

Reports are for your internal use: you may share them within your company, but not resell them. The PolarPuffin software, the report format and the brand belong to POLARGATE S.L., and you acquire no rights over them.

Liability

POLARGATE S.L.'s liability to you is limited to what you paid in the 12 months before the event giving rise to it. It is not liable for indirect damage, loss of profit or the decisions you take. None of this limits liability for wilful misconduct or any liability the law does not allow to be limited.

Suspension and termination

If a charge fails and remains unpaid after we notify you, the service may be suspended until it is paid. Either party may terminate the contract if the other commits a serious breach.

Changes to these terms

They are announced by email 30 days in advance. If you do not accept them, you can cancel before they apply.

Governing law and jurisdiction

Spanish law. As a contract between businesses, any dispute goes to the courts of the city of Madrid.

Other legal texts

Data processing agreement · Privacy policy · Cookie policy · Legal notice

For any question about this page, write to hello@polargate.ai.