General Terms and Conditions

§ 1 Provider and Scope

The provider of the services offered under the business name "Mapnovi" is:

Volkan Genc, sole proprietor, trading under the business names V-Momentum / Mapnovi, Wiesenstrasse 11, 57537 Selbach, Germany - hereinafter referred to as "Mapnovi" or the "Provider".

These General Terms and Conditions apply to all contracts between Mapnovi and its customers concerning the use of the Mapnovi online platform and the technical and administrative services described below.

Mapnovi's offer is directed exclusively at entrepreneurs within the meaning of Section 14 of the German Civil Code (BGB), legal entities under public law and special funds under public law.

Consumers within the meaning of Section 13 BGB are excluded from using or commissioning the services.

Deviating, conflicting or supplementary terms and conditions of the customer shall only become part of the contract if Mapnovi has expressly agreed to their applicability in text form.

§ 2 Subject Matter of the Service

Mapnovi provides a software-supported service for the technical and administrative submission and tracking of reviews selected by the customer for review by Google or another platform operator supported by Mapnovi.

The customer independently decides which specific review is to be the subject of an order.

By submitting a review, the customer instructs Mapnovi to initiate a standardized process with respect to that review through a reporting, objection or review channel provided or permitted by the relevant platform operator.

The scope of Mapnovi's services may in particular include:

• technical recording of the review selected by the customer,
• recording of the associated business profile and location,
• documentation of publicly available review and profile data,
• technical preparation of the reporting process,
• standardized technical submission of the process initiated by the customer,
• administrative follow-up,
• technical monitoring of whether the review remains publicly visible,
• documentation of the processing status, and
• provision of status information to the customer.

Mapnovi does not make its own determination as to whether a review actually violates applicable law, third-party rights, Google policies or other requirements of a platform operator.

Mapnovi does not develop an individual legal argument and does not assert independently legally assessed claims against the platform operator.

§ 3 Customer's Factual Confirmation

A prerequisite for using the standardized reporting procedure is that, before placing the order, the customer actively confirms the following for each individual review submitted:

"To the best of my knowledge and after a reasonable review of our own records, I confirm that I am not aware of any customer, business, application, employment or other actual contact to which the submitted review can be attributed. I instruct Mapnovi to submit the review for review on the basis of this factual statement through a reporting or review channel provided by the platform operator. I understand that Mapnovi does not legally or substantively assess this statement or the review and that only the platform operator decides on any possible measures."

The confirmation must be provided separately for each review submitted.

It must not be pre-selected or treated as having been provided without an active action by the customer.

If the customer cannot confirm the statement for a specific review to the best of its knowledge, or if the customer is aware of an actual contact, that review may not be submitted through this standardized procedure.

The customer is responsible for the accuracy of its factual confirmation.

Mapnovi does not conduct its own investigation into the identity of the reviewer or whether a customer, business or other contact exists.

Mapnovi may generally rely on the customer's factual confirmation unless there are specific and obvious indications that the statement is incorrect.

If there are specific doubts, Mapnovi is entitled to reject or suspend the order or request additional factual information from the customer.

§ 4 No Legal Services and No Individual Legal Assessment

Mapnovi is not a law firm and does not have authorization or registration to independently provide legal services that require authorization.

Legal services requiring authorization are expressly not part of the contract.

In particular, Mapnovi does not carry out any individual legal assessment of:

• whether a specific review is unlawful,
• whether a review infringes third-party rights,
• whether a review violates the policies of the platform operator,
• whether a statement is legally to be classified as a statement of fact or an expression of opinion,
• whether a statement is insulting, defamatory, harmful to reputation or otherwise unlawful,
• whether personality rights, company rights or other rights have been infringed,
• whether claims exist against the author of a review or a platform operator,
• which legal bases for claims apply in an individual case,
• which legal argument should be used,
• how the prospects of success of a legal objection should be assessed, or
• which legal steps are appropriate in an individual case.

Mapnovi does not prepare legal opinions, cease-and-desist letters, lawyer correspondence or individually legally reasoned claim letters.

The decision to submit a specific review for review is made solely by the customer.

Mapnovi does not provide an individual legal recommendation as to whether action should be taken against a specific review.

Where a process requires an individual legal assessment or legal decision, Mapnovi will not perform that assessment or decision.

In such a case, Mapnovi is entitled to refuse the relevant processing step or terminate the process.

The customer is free to obtain any necessary legal advice independently of Mapnovi from an authorized lawyer or other legal service provider.

§ 5 Standardized Technical Submission

Submission to the relevant platform operator is generally carried out according to a standardized technical and administrative process.

The basis for the submission is the factual confirmation provided by the customer in accordance with § 3.

Mapnovi does not carry out an individual substantive or legal assessment of the review in order to determine a reporting reason or legal argument.

If, as part of its technical reporting procedure, a platform operator requires standardized selection options or categories, a submission may only be made within a predefined standardized process linked to the factual basis confirmed by the customer.

Mapnovi does not carry out an individual legal balancing between different legal approaches.

If a specific platform process cannot reasonably be continued without an additional individual substantive or legal assessment, Mapnovi will not perform the relevant processing step.

Mapnovi does not circumvent technical security measures and uses only communication and reporting channels provided or permitted by the relevant platform operator.

§ 6 Decision-Making Authority of the Platform Operator

The substantive review of the reported review is carried out exclusively by Google or the relevant platform operator.

The platform operator independently decides whether a review:

• remains published without changes,
• is subject to further review,
• is restricted,
• is hidden,
• is deactivated,
• is removed, or
• is displayed publicly again after a previous restriction, hiding, deactivation or removal.

Mapnovi has no influence over the decision of the platform operator.

Mapnovi does not guarantee any particular decision by the platform operator.

No specific processing time, decision, success rate or permanent non-visibility of a review is guaranteed.

Where success-based remuneration has been agreed, the occurrence of a billable success is determined exclusively in accordance with § 14.

If a review that has already been billed is later displayed publicly again, the Reactivation Protection under § 14 applies.

§ 7 Formation of the Contract

The customer may submit one or more specific reviews through the order, commissioning or other input functions provided by Mapnovi.

Submission of an order, including the required factual confirmation, constitutes an offer by the customer to conclude a contract concerning the selected reviews.

The contract is concluded as soon as Mapnovi:

• expressly accepts the order,
• electronically confirms acceptance, or
• begins the agreed technical processing.

Mapnovi is not obliged to accept every order.

Mapnovi may reject an order in particular if:

• the relevant review cannot be accessed technically,
• the review is already no longer publicly visible,
• the required factual confirmation has not been provided,
• required technical information is missing,
• there are specific doubts about the accuracy of the customer's information,
• there are doubts about the customer's authorization to place the order,
• the process cannot be handled technically,
• the order violates statutory provisions, these General Terms and Conditions or binding platform requirements, or
• further processing would require an individual legal assessment.

§ 8 Exclusive Use by Business Customers

By placing the order, the customer confirms that it is acting as an entrepreneur within the meaning of Section 14 BGB and is concluding the contract in the course of its commercial or independent professional activity.

Consumers are not entitled to use Mapnovi.

Mapnovi is entitled to request suitable evidence of the customer's business status.

If it later becomes apparent that, contrary to its declaration, a customer did not act as an entrepreneur, mandatory statutory rights remain unaffected.

In this case, Mapnovi is entitled to refuse further orders and to block an existing customer account for future orders.

§ 9 Customer Account and Access Data

Mapnovi may allow its services to be used with or without a customer account.

When using a customer account, the customer is obliged to keep its access data confidential and protect it against access by unauthorized third parties.

The customer may only make its customer account accessible to persons authorized to act on its behalf.

If there are indications of unauthorized use, the customer must inform Mapnovi without undue delay.

If there is justified suspicion of misuse, Mapnovi is entitled to take appropriate security measures and temporarily block access.

§ 10 Customer Cooperation Obligations

The customer is obliged to provide all information required for technical processing completely, up to date and truthfully.

This may include in particular:

• company and contact details,
• the relevant Google Business Profile,
• the relevant location,
• the link to or a clear identification of the relevant review,
• screenshots or other technical documentation,
• the factual confirmation under § 3, and
• other information required for technical assignment and processing.

The customer is responsible for the accuracy and completeness of its information.

In particular, the customer may not submit facts that it knows to be false, forged documents, manipulated screenshots or other misleading information.

Mapnovi is not obliged to independently verify the information provided by the customer from a legal or substantive perspective or to conduct its own investigation into the underlying facts.

Delays caused by incomplete, incorrect or late information provided by the customer are not attributable to Mapnovi.

§ 11 Authorization to Place Orders

The customer warrants that it is authorized to place the order with respect to the business profile concerned.

If the order is placed for a third-party business, in particular by an agency, sales partner or intermediary, the customer warrants that it has the necessary instruction, power of attorney or other authorization from the business concerned.

The customer shall ensure that the factual confirmation under § 3 is based on corresponding knowledge or a reasonable review by the business concerned.

Mapnovi is entitled to request suitable evidence of authorization.

Where the technical submission of a process requires authorization to act on behalf of another party and representation is permitted under the requirements of the relevant platform operator, the customer authorizes Mapnovi solely to the extent required for technical implementation.

This does not constitute any further legal representation.

§ 12 Prohibited and Abusive Use

Mapnovi's services may not be used for unlawful, abusive, manipulative or deceptive purposes.

In particular, the following are prohibited:

• placing an order without authorization from the business concerned,
• providing the factual confirmation under § 3 even though the customer is aware of an actual contact,
• knowingly submitting false or misleading information,
• using forged or manipulated documents,
• intentionally deceiving Mapnovi or a platform operator,
• submitting a review solely because it is negative, critical or unwanted even though the requirements for the factual confirmation are not met,
• submitting reviews that were already no longer visible before the order was placed as new cases,
• using the platform with the specific aim of harming uninvolved third parties,
• circumventing technical security measures, or
• misusing customer account, tracking or support functions.

If there is justified suspicion of prohibited use, Mapnovi is entitled to suspend, reject or terminate the relevant order.

In serious or repeated cases, Mapnovi may block the customer account for future orders.

Statutory claims remain unaffected.

If the customer culpably provides an incorrect factual confirmation or commissions Mapnovi without the required authorization, the customer shall be liable to Mapnovi in accordance with statutory provisions for any resulting damage and shall indemnify Mapnovi against justified third-party claims to the extent that the customer is responsible for the circumstance giving rise to the claim.

§ 13 Processing and Status Information

Mapnovi processes accepted orders in accordance with the applicable technical and administrative procedures.

Mapnovi may in particular check:

• whether a review can be accessed technically,
• whether it can be assigned to the specified business profile,
• whether the required factual confirmation is available,
• whether the necessary technical information is available, and
• whether the review remains publicly visible.

These checks do not constitute a substantive or legal assessment of the review.

Mapnovi may process orders automatically, semi-automatically or manually.

Mapnovi may in particular provide the customer with the following status information:

Received: The order and review have been technically recorded.

Submission being prepared: The standardized technical reporting process is being prepared.

Submitted: The process initiated by the customer has been submitted to the relevant platform operator.

Being processed by the platform operator: The process has been submitted and, based on the processing status available to Mapnovi, is still being processed.

No longer publicly visible: During a technical check, the relevant review could no longer be accessed by an objective user on the affected public business profile.

Still publicly visible: During a technical check, the relevant review remained publicly accessible.

Publicly visible again: A review previously documented and billed as no longer publicly visible is publicly accessible again at a later time.

The status information does not constitute a legal or substantive assessment of the review concerned.

In particular, it does not constitute a finding that a policy or legal violation exists.

§ 14 Remuneration, Billable Success and Reactivation Protection

The amount of remuneration is determined by the offer valid at the time the contract is concluded, the pricing arrangement displayed on Mapnovi or an individual agreement entered into with the customer.

Where success-based remuneration has been agreed, a claim for remuneration arises only for reviews for which a billable success within the meaning of this provision has occurred.

14.1 Billable Success

A billable success occurs when, after submission of the process handled by Mapnovi and processing by Google or the relevant platform operator, the specific commissioned review is no longer visible to an objective user on the relevant publicly accessible business profile during a proper technical check.

Mapnovi may record the occurrence of this status by means of suitable technical documentation.

The term "billable success" refers exclusively to the contractual billing status defined in this section. It does not state that the review can no longer be displayed publicly on a permanent or final basis.

The occurrence of a billable success does not require the platform operator's decision to be permanent or irreversible.

In particular, whether internal platform complaint, review, appeal or other remedy periods are still running or have already expired is irrelevant to the occurrence of a billable success.

The customer acknowledges that Google or the relevant platform operator may later review or change a decision and may display again a review that was previously no longer publicly visible.

A merely temporary technical unavailability of the platform operator, the entire business profile or the relevant platform does not constitute a billable success.

No success-based claim for remuneration arises if:

• the review was already no longer publicly visible before submission by Mapnovi,
• only the entire business profile was deleted or deactivated and the review is not visible solely for that reason, or
• the customer proves that the author independently removed the review irrespective of the process initiated through Mapnovi.

If, before placing the order, the customer has already commissioned another service provider or lawyer in relation to the same review or initiated another reporting process concerning the same review, the customer must inform Mapnovi before placing the order.

If, after processing has begun, the customer commissions another service provider or initiates parallel processing procedures concerning the same review, the customer must inform Mapnovi without undue delay.

14.2 Reactivation Protection

If the same review that has already been billed is later restored or displayed publicly again by Google or the relevant platform operator, Mapnovi Reactivation Protection applies.

Reactivation Protection is not limited to a specific period after the occurrence of the billable success.

If the invoice amount attributable to that review has already been paid, the customer may choose between:

1. a refund of the invoice amount actually attributable to and paid for that review, or

2. one Review Credit for one individual future review.

For the refund, the relevant individual price is the price actually allocated to the reactivated review in the original order, original pricing agreement or invoice.

14.3 Review Credit

A Review Credit entitles the customer to commission one individual review free of charge through Mapnovi as part of a future review request.

No success-based remuneration is charged for the review commissioned using the Review Credit, even if a billable success occurs for that review.

The Review Credit therefore represents one free future review and does not represent a specific monetary amount.

The amount of the original individual price of the reactivated review does not limit the Review Credit.

If the Review Credit is used within an order containing multiple reviews, one individual review selected by the customer or otherwise clearly allocated remains free of charge even if a billable success occurs.

The Review Credit is not paid out in cash because the customer may alternatively choose the refund under § 14.2.

14.4 Exercising Reactivation Protection

The customer chooses between a refund and a Review Credit.

The customer may communicate its choice through a function provided by Mapnovi in the customer account or in text form to Mapnovi.

If the invoice amount attributable to the reactivated review has not yet been paid at the time of reactivation, and the customer chooses a refund, the payout is replaced by a corresponding correction, credit note or reduction of the outstanding claim.

Alternatively, the customer may choose the Review Credit; in this case, the invoice amount originally owed remains unaffected.

Once the refund chosen by the customer has been fully processed or the Review Credit has been granted, there is no additional claim to the other alternative in respect of the same originally billed success.

The later renewed public display does not change the fact that the contractually defined billable success existed at the documented time of success. However, it triggers the Reactivation Protection regulated in this section.

14.5 Resubmission of the Reactivated Review

At the customer's request, Mapnovi may additionally resubmit the reactivated review for review through an available platform channel, provided that resubmission is technically possible and permitted under the requirements of the platform operator.

No additional success-based remuneration is charged for this resubmission due to reactivation.

The free resubmission of the reactivated review is available irrespective of whether the customer has chosen the refund or the Review Credit as its Reactivation Protection remedy.

If the review resubmitted free of charge later becomes no longer publicly visible again, no new claim for remuneration arises in respect of that result.

A further refund or Review Credit claim arising from a later further reactivation only exists if, after the previous reactivation, a separate success-based remuneration was again charged and borne by the customer for the review concerned.

14.6 Identification of the Same Review

For the purposes of Reactivation Protection, the same review means the review originally commissioned and later restored or made visible again by the platform operator.

For clear identification, Mapnovi may in particular use an available platform ID or review reference, the review author, review content, the affected business profile, the location and other technical characteristics.

A review newly and independently published by the author at a later time constitutes a new process and is not considered a reactivation merely because its content or author matches a previous review.

§ 15 Prices and Small Business Regulation

Remuneration is based on the price agreed at the time the contract is concluded.

As long as the Provider's supplies are exempt from VAT under the small business regulation pursuant to Section 19 of the German VAT Act (UStG), VAT will neither be charged nor shown separately.

If the requirements of the small business regulation are no longer met in the future, the VAT treatment of future services shall be governed by the applicable statutory provisions.

§ 16 Invoicing and Payment

Mapnovi issues invoices in accordance with the agreed remuneration structure.

In the case of success-based remuneration, an invoice may be issued as soon as a billable success under § 14 has occurred and been documented for the relevant review.

For invoicing, it is not necessary for internal platform complaint, review, appeal or other remedy periods to have expired.

Reactivation Protection under § 14 remains unaffected.

Mapnovi may use a unique internal reference or other assignment for each billed review.

Invoices are generally sent electronically to the email address provided by the customer or made available in the customer account.

Unless otherwise agreed, invoices are due for payment without deduction within seven calendar days after receipt.

If a review that has already been billed is displayed publicly again before full payment, the provisions of § 14 apply to the invoice amount attributable to that review.

In the event of late payment, the statutory provisions apply.

Where due and outstanding claims exist, Mapnovi may refuse to accept further orders or suspend services that have not yet begun until payment has been made, to the extent legally permissible.

Mapnovi is entitled to have due claims enforced by a lawyer, debt collection agency or other service provider legally authorized to do so.

§ 17 Cancellation and Termination of Individual Orders

The customer may generally cancel an order free of charge as long as the relevant process has not yet been submitted to the platform operator.

Once submission has taken place, a platform process that has already been initiated may no longer be capable of being withdrawn.

A billable success under § 14 that validly occurred before cancellation remains unaffected.

Mapnovi may terminate a process without a billable success if:

• further technical or administrative processing is not possible,
• the platform operator does not provide any further standardized processing option,
• required cooperation by the customer is not provided,
• specific doubts about the accuracy of the factual confirmation are not resolved, or
• continuation would require an individual legal or substantive assessment.

Where success-based remuneration has been agreed, no success-based remuneration arises for a process completed without a billable success.

The right of both parties to terminate for good cause remains unaffected.

§ 18 Partners, Agencies and Intermediaries

Agencies, sales partners, intermediaries and other commercial clients are deemed customers within the meaning of these General Terms and Conditions unless a separate agreement has been entered into.

If a customer commissions Mapnovi for its own end customer, the commissioning customer remains Mapnovi's contractual partner and is obliged to pay the agreed remuneration.

The customer is responsible for obtaining all required instructions, powers of attorney and factual confirmations from its end customer.

The customer may provide the declaration under § 3 for an end customer only if it has received a corresponding confirmation from the end customer or itself has the required factual knowledge.

Mapnovi is not obliged to first pursue payment claims against the end customer.

§ 19 Platform Dependency, No Permanent Guarantee and Reactivation Protection

Mapnovi's services depend on the technical systems, policies, decisions and processes of external platform operators.

Google and other platform operators may in particular change their policies, user interfaces, technical functions, interfaces, reporting channels, selection options, processing times and internal processes.

Mapnovi has no influence over these matters.

In particular, Mapnovi does not guarantee:

• the removal or non-visibility of a specific review,
• a specific success rate,
• a specific processing time,
• a specific decision by the platform operator,
• the permanent non-visibility of a review, or
• the permanent availability of a specific technical reporting channel.

Information about past results, experience values or average processing times does not constitute a guarantee for future processes.

If a review that has already been billed is displayed publicly again after a billable success has occurred, the customer's rights under Reactivation Protection in accordance with § 14 apply regardless.

§ 20 Technical Availability and External Disruptions

Mapnovi endeavors to maintain appropriate technical availability of its online services.

Continuous or error-free availability at all times is not owed.

Temporary restrictions may in particular arise due to maintenance work, security measures, software updates, technical disruptions, failures of external service providers, cyberattacks or changes made by third-party platforms.

Mapnovi is entitled to carry out necessary maintenance, security and update measures.

Where Mapnovi is temporarily prevented from providing services due to circumstances outside its reasonable control, the affected performance obligations are suspended for the duration of the impediment.

Mandatory statutory rights of the parties remain unaffected.

§ 21 Subcontractors, Data Protection and Data Deletion

Mapnovi is entitled to use suitable hosting providers, software providers, communication service providers, payment service providers, accounting service providers and other agents to provide the agreed technical and administrative services.

Where personal data is processed in this context, such processing is carried out in accordance with applicable data protection law.

The customer is responsible for providing Mapnovi only with personal data, screenshots, documents and other information that the customer is authorized to have processed and transmitted.

Further details regarding the processing of personal data are set out in Mapnovi's privacy policy as applicable from time to time.

Requests for deletion of personal data or closure of a customer account may be directed to the contact address stated in the legal notice.

Deletion will take place unless statutory retention obligations, outstanding claims or other permissible grounds require continued storage.

Permitted storage for the establishment, exercise or defense of legal claims remains unaffected.

§ 22 Liability

Mapnovi shall be liable without limitation for damage caused intentionally or by gross negligence.

Mapnovi shall also be liable without limitation for damage resulting from injury to life, body or health and in other cases of mandatory statutory liability.

In the event of ordinary negligence, Mapnovi shall only be liable for breach of a material contractual obligation.

Material contractual obligations are obligations whose performance is essential for the proper execution of the contract and on whose compliance the contracting party may regularly rely.

In such a case, liability is limited to the damage foreseeable at the time the contract was concluded and typical for this type of contract.

Mapnovi is not liable for independent decisions or measures taken by Google or other platform operators unless Mapnovi culpably caused them.

In particular, Mapnovi is not liable if a platform operator:

• removes or does not remove a review,
• rejects a process,
• displays publicly again a review that was previously no longer publicly visible,
• does not process a matter within a specific period, or
• changes technical functions, policies or reporting channels.

The contractually agreed Reactivation Protection under § 14 expressly remains unaffected.

The customer's claims to a refund, Review Credit and, where applicable, resubmission under § 14 exist under the conditions stated there regardless of whether Mapnovi is responsible for the later reactivation.

Reactivation Protection is an independent contractual service and does not require the customer to have a claim for damages.

Mapnovi is not liable for the accuracy of the factual confirmation or other information provided by the customer where Mapnovi did not know that it was incorrect and there were no obvious indications that it was incorrect.

Mandatory statutory liability provisions remain unaffected.

§ 23 Changes to the Platform and These General Terms and Conditions

Mapnovi is entitled to change, expand or discontinue technical functions of its platform provided that this does not unreasonably impair the essential nature of a service already agreed.

As a general rule, the General Terms and Conditions effectively incorporated at the time the relevant contract was concluded apply to that contract.

This version of the General Terms and Conditions applies to contracts concluded on or after 22 September 2026.

Changes to these General Terms and Conditions apply to future contracts from the date stated in the relevant version.

For contracts already concluded, changes to these General Terms and Conditions apply only where this has been validly agreed between Mapnovi and the customer or where mandatory statutory provisions require it.

Irrespective of this, Mapnovi may extend additional services or benefits in favor of existing customers to existing or already completed orders.

Mapnovi additionally grants the Reactivation Protection described in § 14 to Mapnovi orders placed before 22 September 2026, provided that the relevant existing customer has been separately informed of this by Mapnovi in text form.

The granting of this additional Reactivation Protection does not otherwise affect the contractual terms applicable to the respective existing order.

In particular, granting Reactivation Protection does not amend any other contractual terms to the detriment of the existing customer.

§ 24 Governing Law and Jurisdiction

The law of the Federal Republic of Germany applies, excluding the United Nations Convention on Contracts for the International Sale of Goods (CISG).

If the customer is a merchant, a legal entity under public law or a special fund under public law, the registered place of business of Mapnovi shall - to the extent legally permissible - be the place of jurisdiction for all disputes arising from or in connection with the contractual relationship.

Mapnovi remains entitled to bring claims against the customer at the customer's general place of jurisdiction.

§ 25 Final Provisions

Individual agreements between Mapnovi and the customer take precedence over these General Terms and Conditions in the respective individual case.

If any provision of these General Terms and Conditions is or becomes wholly or partially invalid or unenforceable, the validity of the remaining provisions remains unaffected.

The statutory provisions shall apply in place of an invalid or unenforceable provision.