Terms of service
Last updated: [TO ADD: date]
About us
Review Rota is [TO ADD: legal name and status, e.g. 'a trading name of ___ Ltd, company no. ___' or 'run by Callum Richards as a sole trader'], [Business postal address — to add], hello@reviewrota.com.
The service
We draft and post replies to new Google reviews for one restaurant per plan, in the voice agreed in your tone questionnaire, usually within 24 hours of the review (Google may take time to show replies), plus a monthly summary by email. If you add the optional Tripadvisor replies add-on, we also reply to new Tripadvisor reviews for that restaurant under the same approval rules. Tripadvisor checks replies before they appear, which usually takes up to 48 hours. Everything (setup, approvals, changes, cancellation) is handled by email; no calls or meetings are needed.
Your authorisation
Before we start, you confirm by email (a typed name and date is fine) that you own or are authorised to manage the Google Business Profile (and the Tripadvisor listing, if you take the add-on), and you authorise us to reply to reviews. We only post replies under that written authorisation.
Access
You add us as a Manager (never Owner) in Settings > People and access. You never share a password. We only reply to reviews and don't change other profile details (hours, photos, posts) unless you ask in writing. For Tripadvisor, you invite us as a user in your Tripadvisor Management Center; we only use that access to reply to reviews.
Approvals
Every 1–2 star reply, and any reply about allergies, illness, food safety, staff, discrimination or legal matters, is sent to you by email or WhatsApp for approval first and is never posted without your clear OK. 3–5 star replies go out without needing your approval, unless you've asked to approve them (you can approve everything for the first two weeks). Reviews mentioning threats, legal action or the press are passed to you, not replied to.
What we never do
Write, buy, edit, solicit or remove reviews, offer guests incentives, or accuse reviewers of writing fake reviews. If a review breaks Google's rules, we'll help you report it through Google.
Price and payment
Early price: £39 / $47 / €44 a month per restaurant, billed monthly in advance in your currency through Stripe from your first day. If you join at the early price, we won't raise your plan price for as long as you stay subscribed. If you have 3 or more restaurants with us, each plan is 10% off; email us to set it up. Optional Tripadvisor replies add-on: £19 / $23 / €21 a month per restaurant, billed with your plan. Review Rota is not VAT-registered, so no VAT is charged.
14-day money-back guarantee
If you're not happy, email us within 14 days of your first payment for a full refund, no questions asked. We'll cancel your plan and remove our access. Applies to the first payment only.
Cancelling
No contract or minimum term. Cancel any time by email (or through the Stripe customer portal once available); your plan ends at the end of the month you've paid for and there are no further charges. Either side can end the service by email.
When the service ends
Remove our Manager access, and our Tripadvisor user access if you had the add-on (we'll remind you and confirm we've stopped). Replies already posted stay on your profile unless you ask us to delete them. We'll send you a copy of your reply log on request.
Our responsibility
We take care with every reply, but Google and Tripadvisor control whether and when replies appear, and we're not responsible for reviews themselves or for their decisions. Nothing in these terms limits liability that can't legally be limited. [TO ADD: governing law, e.g. England and Wales - to confirm.]
Changes
We'll email you at least 30 days before any price or terms change.
Privacy
See our privacy notice.