Terms of Service
These terms are an agreement between Goodreviews Global Pty Ltd (ACN 647 638 926, ABN 72 647 638 926) of 351 Pacific Highway, Artarmon NSW 2064, Australia ("Goodreviews", "we", "us") and the business or person that signs up for an account ("you").
They cover goodreviews.io, the Goodreviews app, our widgets, and everything we provide through them (the "Service"). We have tried to write them in plain English. If something is unclear, email success@goodreviews.io and ask.
1. Agreeing to these terms
1.1You agree to these terms when you create an account, click to accept them, or use the Service.
1.2If you sign up for a business, you confirm you have authority to bind that business. "You" then means the business.
1.3If you are an agency or manage accounts for other businesses, you confirm you have their authority to do so. You are responsible for how those accounts are used.
1.4You must be at least 18 to use the Service.
1.5If you only browse our website and do not have an account, sections 11, 14 and 19 apply to you.
2. The Service
2.1Goodreviews helps businesses collect, reply to and display customer reviews, mainly Google reviews. It sends review requests by SMS and email, connects to the tools you already use, brings your reviews into one inbox, drafts replies with AI, and shows reviews on your website.
2.2We improve the Service all the time. We may add, change or remove features. If we remove a feature you pay for and materially rely on, you can cancel and we will refund any prepaid fees for the unused period.
2.3We do not promise any number of reviews, star rating or search ranking. Google decides which reviews are published, filtered or removed. We have no control over that.
2.4If we agree plan-specific terms or a separate written agreement with you, those terms win where they conflict with these.
3. Your account
3.1Keep your account details accurate and your login secure. You are responsible for what happens under your account, including what your team members do.
3.2Tell us straight away at success@goodreviews.io if you think someone has accessed your account without permission.
4. Trial, subscription and payment
4.1Free trial. New accounts get a 7 day free trial. When the trial ends, your chosen plan starts and we charge your payment method, unless you cancel first.
4.2Billing. Subscriptions are billed in advance, monthly or annually. They renew automatically until you cancel.
4.3Payment processing. Payments are handled by Stripe. We do not see or store your full card number.
4.4Prices and tax. Prices are shown on our pricing page and at checkout. Any tax that applies is shown at checkout.
4.5Messaging usage. Plans include a messaging allowance. Usage beyond your allowance is charged as described in your plan.
4.6Price changes. We will give you at least 30 days notice by email before a price change. The new price applies from your next renewal after the notice period. You can cancel before then.
4.7Failed payments. If a payment fails we will retry it and let you know. If it is still unpaid after our retry period, we may suspend or cancel your account.
4.8Cancelling. You can cancel any time in the app or by emailing success@goodreviews.io. Cancellation takes effect at the end of your current billing period. You keep access until then.
4.9Refunds. We do not usually refund part periods. We will refund you where the law requires it, including under the Australian Consumer Law, and where sections 2.2, 16.4 or 17 say so. For anything else, ask us. We consider every request fairly.
5. Your data and your customers' data
5.1You own the data you and your integrations put into the Service. That includes your customer contacts, message templates, brand settings and replies ("Customer Data").
5.2You give us permission to host, copy, process and transmit Customer Data as needed to provide, secure and support the Service. We may also create aggregated statistics that do not identify you or any person, and use them to run and improve the Service.
5.3For your customer contacts, you decide what is collected and why. We handle that data on your behalf and on your instructions. The Data Processing Addendum forms part of these terms and explains how.
5.4You confirm you have the right to give us Customer Data, including through any integration you connect, and that you have given your customers any notices and obtained any consents that privacy laws require.
5.5Do not upload sensitive information about your customers, such as health details. The Service only needs a name, a mobile number or an email address, and a reference to the job or sale.
5.6You can export your data while your subscription is active. After your account ends, we keep Customer Data for 90 days in case you come back, then delete or de-identify it. Our Privacy Policy sets out the details and the limited exceptions.
6. Messaging rules
6.1When the Service sends an SMS or email to your customer, you are the sender. We send it for you.
6.2You must only message people who are your genuine customers, and only where you have the consent the law requires in the place they live. In Australia that includes the Spam Act 2003. In the United States that includes the Telephone Consumer Protection Act, the CAN-SPAM Act and state laws.
6.3You must not upload purchased, rented or scraped lists.
6.4Every message identifies your business and includes a way to opt out. You must not remove or hide these. We process opt-outs automatically. You must not use the Service to contact someone who has opted out.
6.5United States messaging. US carriers require businesses to be registered before sending SMS (known as A2P 10DLC). You agree to give us accurate business details for registration. Messaging may be delayed or unavailable until registration is approved. Carriers may filter or block messages and we cannot control that.
6.6You must not send content that carriers or the law prohibit, including unlawful, deceptive, hateful or adult content.
6.7We may slow, pause or stop sending from your account to protect deliverability for all customers, or to comply with law or carrier rules. We will tell you if we do.
7. Review rules
7.1You must follow Google's review policies, the Australian Consumer Law, the US Federal Trade Commission rule on consumer reviews and testimonials, and any other review law that applies to you.
7.2You must not use the Service to:
- gate reviews. That means asking only happy customers for a review, or steering unhappy customers away from leaving a public one
- offer money, discounts, gifts or anything else in return for a review
- write, buy or arrange fake reviews, or have staff or related parties review your business without saying who they are
- pressure customers to review you on the spot or on your own device
- display reviews in a way that misleads people about your overall rating.
7.3Goodreviews does not offer review gating. Breaking Google's policies can get your Business Profile suspended. We would rather lose a feature than put your profile at risk.
7.4Some industries have extra rules about reviews and testimonials, including health, legal and financial services. It is your responsibility to know the rules for your industry.
8. AI features
8.1Parts of the Service use artificial intelligence. Today that includes drafting replies to reviews and learning your brand voice from the settings you give us. We may add more AI features over time.
8.2We use third party AI providers. Our Privacy Policy lists them and explains what information is sent to them. We do not permit our AI providers to use your data to train their models.
8.3AI output can be wrong, generic or unsuitable. Treat it as a draft, not as advice. Read it before you rely on it.
8.4You are responsible for every reply published under your business name. That applies whether you approve each reply yourself or turn on auto-send.
8.5Auto-send is optional. You choose whether to turn it on and which star ratings it applies to. You can turn it off at any time.
8.6You must not use AI features to create reviews, to pretend to be a customer, or to make false or misleading claims about your business. Do not include private details about a customer in a public reply.
8.7As between you and us, replies generated for you are yours. Because of how AI works, other customers may receive similar wording.
9. Integrations and third parties
9.1The Service connects to third party products such as Google Business Profile, Xero, Square, Stripe, ServiceM8, Jobber, Acuity and Zapier. You choose which to connect and can disconnect them at any time.
9.2Your use of those products is covered by their terms, not ours. They can change or withdraw access at any time. We are not responsible for their outages, changes or decisions.
9.3Our use of information received from Google APIs follows the Google API Services User Data Policy, including the Limited Use requirements.
10. Acceptable use
10.1You must not:
- use the Service for anything unlawful, or to harass, threaten or deceive anyone
- impersonate another person or business, or falsely imply a connection with Goodreviews
- probe, scan or test our systems for vulnerabilities without our written permission
- interfere with the Service, overload it, or try to get around its security or usage limits
- reverse engineer the Service or access it other than through the interfaces we provide
- resell the Service without a written agreement with us.
11. Intellectual property
11.1We own the Service, including the software, design, content and the Goodreviews brand. While your subscription is active, you may use the Service for your own business. We keep all other rights.
11.2You let us use your business name and logo inside the Service, for example on your review requests and widgets. We will not use your name or logo in our own marketing without your permission.
11.3If you send us feedback or ideas, we can use them without owing you anything.
12. Availability and support
12.1We work hard to keep the Service running, but we do not guarantee it will always be available or free of errors. We may take it down briefly for maintenance.
12.2Support is available at success@goodreviews.io.
13. Confidentiality
13.1Each of us will keep the other's confidential information confidential, and use it only for the purposes of these terms. This does not apply to information that is public, already known, or required to be disclosed by law.
14. Guarantees and liability
14.1Nothing in these terms removes or limits rights you have under the Australian Consumer Law or any other law that cannot be excluded. Where the law allows us to limit our liability for failing to meet a consumer guarantee, it is limited to supplying the Service again or paying the cost of having it supplied again.
14.2Apart from those rights, and to the extent the law allows, the Service is provided as is. Information on our website and blog is general in nature. We do not promise it is complete or current, and we are not responsible for third party websites we link to.
14.3Neither of us is liable to the other for indirect or consequential loss, or for loss of profit, revenue, goodwill or business opportunity.
14.4Each party's total liability to the other for all claims in any 12 month period is capped at the fees you paid or owed us for the 12 months before the claim arose. This cap does not apply to your obligation to pay fees, to the indemnity in section 15, or to fraud or deliberate wrongdoing.
14.5A party's liability is reduced to the extent the other party caused or contributed to the loss. Each of us must take reasonable steps to limit our own loss.
15. Indemnity
15.1You will cover us for claims by third parties, and penalties from regulators or carriers, that result from:
- messages sent from your account to people who had not given the consent the law requires
- Customer Data you did not have the right to give us
- your breach of the review rules in section 7
- content you publish through the Service, including replies.
15.2This does not apply to the extent we caused or contributed to the claim. We will tell you about any claim promptly and take reasonable steps to limit the loss.
16. Suspension and ending the agreement
16.1You can end this agreement by cancelling under section 4.8.
16.2We may suspend your account straight away if we reasonably believe there is a serious breach of sections 6, 7 or 10, a security risk, or a legal, carrier or Google requirement to do so, or if fees remain unpaid. We will tell you why, and restore access once the issue is fixed where we can.
16.3We may end this agreement if you breach these terms and do not fix the breach within 14 days of us asking. We may end it immediately for a serious breach or repeated breaches.
16.4We may end this agreement for any other reason by giving you 30 days notice. If we do, we will refund any prepaid fees for the unused period.
16.5When this agreement ends, your access stops, review requests stop sending and widgets stop displaying. Section 5.6 explains what happens to your data. Sections 5, 11, 13, 14, 15, 18 and 19 continue to apply.
17. Changes to these terms
17.1We may update these terms. For changes that materially affect you, we will give at least 30 days notice by email or in the app. If you do not agree, you can cancel before the change takes effect and we will refund any prepaid fees for the period after cancellation.
17.2Changes that are minor, that benefit you, or that the law requires may take effect sooner.
18. Disputes
18.1If you have a problem, email success@goodreviews.io first. Most things can be fixed with a conversation.
18.2If we cannot resolve a dispute within 30 days of written notice, either of us may refer it to mediation through the Australian Disputes Centre, held in Sydney or online. We will share the mediator's costs equally.
18.3Neither of us will start court proceedings until mediation has been attempted, unless urgent relief is needed.
19. General
19.1Governing law. These terms are governed by the laws of New South Wales, Australia. The courts of New South Wales have jurisdiction. This does not take away consumer protections you are entitled to under the law where you live.
19.2Transfer. We may transfer this agreement as part of a sale or restructure of our business, and will tell you if we do. You may transfer it with our written consent, which we will not unreasonably withhold.
19.3Notices. We will send notices to the email address on your account. Send notices to us at success@goodreviews.io.
19.4Events outside our control. Neither of us is liable for a delay or failure caused by something beyond our reasonable control. This does not excuse payment of fees.
19.5Whole agreement. These terms, the Data Processing Addendum and any plan-specific terms are the whole agreement between us about the Service.
19.6If part is invalid. If a court finds part of these terms unenforceable, the rest still applies.
19.7No waiver. If either of us does not enforce a right straight away, that right is not lost.
20. Contact
Goodreviews Global Pty Ltd, 351 Pacific Highway, Artarmon NSW 2064, Australia. Email success@goodreviews.io.