Terms of Service

1. Definitions

• "Account": Your registered user account on the Platform (authenticated via Clerk).
• "Google Authentication Data": Your OAuth short-lived access token (used temporarily to obtain or refresh access) and long-lived refresh token, provided during connection.
• "Google Data": Reviews and related information accessed from your Google Business Profile.
• "Processed Data": Sentiment scores, themes, alerts, and AI reply suggestions generated by our models.
• "Content": Any reviews, data, reply suggestions you approve or post, or materials you upload or that we retrieve on your behalf.

2. Account Registration and Security

You must provide accurate, current information when creating an Account via Clerk. You are responsible for maintaining the confidentiality of your login credentials and for all activities under your Account. You must notify us immediately of any unauthorised use. We may suspend or terminate Accounts for suspected breaches.

3. Description of the Service and Grant of Licence

The Service enables you to:

• Authorise us (via secure OAuth flow) to obtain and store your short-lived access token (temporarily) and refresh token (longer-term) to access and retrieve reviews from your Google Business Profile.
• Process those reviews for sentiment and theme analysis using a third-party cloud-hosted Ollama model.
• Receive automated email alerts for new negative-theme reviews.
• Generate AI-powered draft reply suggestions that you may review, edit, and use to reply to reviews.
• Send review invitation messages to your own customers via email and/or SMS, provided you have obtained and recorded explicit prior consent from those customers.

We grant you a limited, non-exclusive, non-transferable licence to use the Service during the term of your subscription, solely for your internal business purposes and in accordance with these Terms, Google's API terms (including Business Profile APIs policies on limited content storage), and any applicable review-site policies.

4. Your Obligations and Acceptable Use

You warrant that:

• You own or have all necessary rights to your Google Business Profile and the reviews retrieved.
• You will only use the Service for legitimate review management and will not attempt to manipulate reviews, submit fake data, or violate Google's terms.
• All review requests or responses you send comply with applicable laws (including the UK Consumer Protection from Unfair Trading Regulations, Digital Markets, Competition and Consumers Act 2024, and Google's review and reply policies).
• You will not reverse-engineer, copy, or misuse the Platform's AI or code.
• You will only send review requests via email or SMS where the recipient has given you explicit, freely given, specific, informed and unambiguous prior consent (in line with UK GDPR and PECR). You must record the date, method/source of consent (via the Platform’s checkbox and dropdown) and be able to provide evidence upon request.

IMPORTANT: The Platform uses AI to generate content. AI is known to occasionally generate incorrect, biased, or offensive information (known as "hallucinations"). You acknowledge that the Platform is a productivity tool, not a substitute for human judgement. You assume full legal responsibility for any content published using the Service.

AI Review Reply Suggestions

AI reply suggestions are provided for assistance only. You must always review, edit, and approve any suggestion before posting. You are solely responsible for the content, tone, accuracy, legality, and consequences of every reply you post. We do not guarantee that suggestions will be appropriate, accurate, on-brand, or free from errors. Google may moderate or remove replies; we are not liable for any such actions or any business impact.

Prohibited uses include scraping, spamming, or using the Service to process sensitive personal data beyond what is strictly necessary. We may monitor usage and suspend access for violations.

5. Review Request (Email & SMS) Compliance

You acknowledge that review invitation messages sent via the Platform are marketing communications under the UK Privacy and Electronic Communications Regulations 2003 (PECR). You warrant and agree that:

• You have obtained valid, explicit, freely given, specific, informed and unambiguous prior consent from each recipient before using the Service to send any review request;
• You will not send review requests to any person who has opted out or withdrawn consent;
• All messages sent will clearly identify your business name, contain an easy unsubscribe/opt-out mechanism, and fully comply with PECR, UK GDPR, and all other applicable laws;
• You will retain clear records of each consent (including the date, source/method, and confirmation you provided via the Platform’s consent checkbox and dropdown) for a minimum of 6 years or as otherwise required by law.

You are the data controller for all personal data processed through the review request feature. We act only as a data processor. You are solely responsible for compliance with all data protection and electronic communications laws.

We may suspend or terminate your access to the review request functionality immediately and without notice if we reasonably suspect you are sending messages without valid consent.

6. Fees and Payment

Subscriptions are billed monthly in advance via Stripe. Fees are non-refundable except as required by law. We may increase fees with 30 days' notice. Late payments accrue interest at 4% above the Bank of England base rate. All fees exclude VAT. You authorise Stripe to store and process your payment details securely.

You may cancel your subscription at any time via your Account settings. To avoid the next billing cycle's charges, you must cancel at least 24 hours before your renewal date. We will send a renewal reminder email for any annual subscriptions at least 30 days prior to the renewal date.

7. Intellectual Property

We (or our licensors) own all right, title and interest in the Platform, AI models, algorithms, and Processed Data outputs (excluding your underlying review Content and any replies you post). You retain ownership of your Google Data, original reviews, and any replies you author. You grant us a worldwide, royalty-free licence to access, store, process, analyse, and display your Content solely to provide and improve the Service (including training our models where fully anonymised).

8. Third-Party Integrations and Services

The Service relies on the following third-party services:

• Google's API: you authorise us to temporarily use short-lived access tokens and securely store refresh tokens only to fetch reviews and, where you choose, post approved replies.
• Clerk for authentication.
• Stripe for payment processing.
• An Ollama cloud model provider for AI processing.

By connecting your Google account or using Clerk or Stripe, you agree to their respective terms. We are not responsible for changes to any third-party service. You must revoke tokens yourself (via Google account settings) if you wish to stop access.

Our use and transfer of information received from Google APIs to any other app will adhere to the Google API Services User Data Policy, including the Limited Use requirements.

9. Termination

You may cancel your subscription via your Account (no refunds for partial periods). We may terminate or suspend for breach with notice (or immediately for serious violations). Upon termination: (i) your right to use the Service ends; (ii) we will delete your Google Authentication Data, Clerk-linked data, and Account data within 30 days (or sooner where required by Google policies); and (iii) you may request export of your reviews and reply history before deletion.

10. Disclaimers and Limitation of Liability

The Service and all AI analysis and reply suggestions are provided "as is". Sentiment, theme grading, and reply suggestions are automated and may contain errors; we do not guarantee accuracy, completeness, or that all negative reviews will trigger alerts or that suggestions will be suitable. We are not liable for any business decisions, Google moderation actions, or token revocation issues based on Processed Data or replies you post.

To the maximum extent permitted by law, our total liability under these Terms will not exceed the total fees you paid in the 12 months preceding the claim. We are not liable for indirect, consequential, or punitive losses (including lost profits or reputation damage).

We are not liable for any regulatory fines, complaints, or legal action arising from your failure to obtain or document valid consent for review requests.

11. Indemnification

You agree to indemnify, defend and hold us harmless against any and all claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees) arising out of or in connection with:

• Your breach of these Terms.
• Your use (or misuse) of Google Data or any replies you post.
• Any review request messages you send via the Platform (including any allegation that you did not have valid prior consent under PECR or UK GDPR).
• Any content or replies you publish.

12. Governing Law and Jurisdiction

These Terms are governed by the laws of Northern Ireland. The courts of Northern Ireland have exclusive jurisdiction to settle any dispute or claim arising out of these Terms.

13. General

These Terms constitute the entire agreement. We may update them with 30 days' notice (continued use constitutes acceptance). If any provision is invalid, the rest remain enforceable. No waiver of rights is implied.

For questions, contact support@reviewspector.com.