Terms and Conditions

The Review Pals is a software platform that helps businesses collect, manage, and respond to customer reviews. Depending on your plan, the Service may include:

• Automated review requests sent to your customers by SMS, email, or WhatsApp;
• AI-drafted responses to reviews, for your review and approval before publishing;
• Routing of dissatisfied customer feedback to a private form, and satisfied customers to your public Google Business Profile;
• Monitoring, reporting, and analytics relating to your reviews and reputation;
• Integrations with third-party tools including but not limited to Google Business Profile, Zapier, CRM systems, booking systems, accounting software, Google Sheets, Excel, Stripe, WhatsApp, Instagram, and Facebook;
• Personalised image generation sent alongside review requests.

We may add, change, or remove features from the Service at any time, and will give reasonable notice of any change that materially reduces the functionality you rely on.

We do not guarantee specific results, including any particular number of reviews, rating increase, or ranking improvement. Results depend on factors outside our control, including your customers' responsiveness and the policies of third-party platforms such as Google.

To use the Service, you must create an account and provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorised use of your account.

You must be at least 18 years old and authorised to act on behalf of the business you represent to create an account.

Paid plans are billed on a recurring basis (monthly or as otherwise agreed) as set out on our pricing page or in your order confirmation. There are no long-term contracts — subscriptions run on a rolling basis and you may cancel at any time via your account settings or by contacting us. Cancellation takes effect at the end of your current billing period; we do not provide refunds for partial billing periods except where required by law or at our discretion.

We may change our pricing from time to time. We will give you at least 30 days' notice of any price increase affecting your subscription, and you may cancel before the new price takes effect.

If a payment fails, we may suspend your access to the Service until payment is resolved.

The Review Pals is a customer care and review-management tool, not a marketing platform. Review requests sent through the Service are intended to be plain service communications — asking an existing customer about their experience and inviting them to leave a review — not promotional messages.

You are responsible for ensuring that your use of the Service complies with all applicable laws, including UK GDPR, the Data Protection Act 2018, and the Privacy and Electronic Communications Regulations 2003 (PECR). In particular, you confirm that:

• You will only upload, email, WhatsApp, or otherwise provide us with contact details for your own existing customers — people you have a genuine, pre-existing customer relationship with — and not purchased, rented, scraped, or third-party marketing lists;
• Review requests sent through the Service will not include promotional content such as discount codes, upsells, offers, or advertising of any kind. Under PECR, a message is treated as "marketing" based on its content, not its label — including any promotional material in a review request, even alongside a genuine service question, brings the whole message within PECR's marketing rules and removes the legitimate interest basis this Service is designed to rely on. If you wish to send promotional marketing messages, you must obtain separate, valid consent or rely on the soft opt-in exemption yourself, outside the scope of this Service;
• You will honour opt-out and unsubscribe requests promptly, and will not re-contact someone who has opted out;
• The customer data you provide to us is accurate and that you have the right to share it with us for the purposes of the Service.

We act as a data processor on your instructions in relation to your customers' personal data — see our Data Processing Agreement, which forms part of these Terms where the Service involves processing personal data on your behalf.

You must not use the Service to: send unlawful, misleading, or harassing communications; send promotional or marketing content disguised as a review request; solicit, incentivise, or manipulate reviews in a way that breaches Google's, Meta's, or any other platform's guidelines; or attempt to reverse-engineer, resell, or white-label the Service without our written agreement.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded by law.

Subject to the above, our total liability to you arising out of or in connection with these Terms or the Service, whether in contract, tort, or otherwise, is limited to the total fees paid by you to us in the 12 months preceding the event giving rise to the claim. We are not liable for indirect, special, or consequential loss, including loss of profits, loss of business, or loss of reputation, even if such loss was foreseeable.

We are not liable for any loss arising from your own failure to comply with data protection law, from decisions made by third-party platforms (such as Google removing or hiding a review), or from your failure to review AI-drafted content before publishing it.