Terms of Service

1. Acceptance of Terms

By accessing or using ReviewReply Enterprise (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you may not access or use the Service. These Terms form a legally binding agreement between you and ReviewReply Enterprise ("we", "us", "our").

2. Eligibility

You must be at least 16 years old (or the age of majority in your jurisdiction) to use the Service. By using the Service, you represent and warrant that you have the legal capacity to enter into these Terms, and that you have the authority to bind any business or organization on whose behalf you act.

3. Accounts

To use the Service, you must create an account. You agree to:

• Provide accurate, current, and complete information during registration.
• Maintain the security of your password and account credentials.
• Promptly notify us of any unauthorized use or security breach.
• Be responsible for all activities that occur under your account.
• Not share your account credentials with others.

4. Subscription and Billing

4.1 Plans and Pricing

We offer the following subscription plans:

• Free: $0/month — limited features for solo operators.
• Starter: $49/month — for single-location businesses.
• Pro: $99/month — for multi-location and growing teams.
• Enterprise: $299/month — for agencies and multi-location chains.
• Custom: Quoted — for large enterprise deployments.

4.2 Billing Cycle

Subscriptions are billed monthly or annually, depending on your selection. Annual plans receive a 20% discount. All fees are charged in USD via Stripe. Your subscription automatically renews at the end of each billing cycle unless you cancel before the renewal date.

4.3 Free Trial

We offer a 14-day free trial of the Pro plan. No credit card is required to start the trial. At the end of the trial, your account will be downgraded to the Free plan unless you upgrade. Trial data is retained for 30 days after trial expiration.

4.4 Cancellation and Refunds

You may cancel your subscription at any time via Settings → Billing. Cancellation takes effect at the end of the current billing period — you retain access until then. Annual plans are eligible for a pro-rated refund for unused months. We do not offer refunds for monthly plans beyond the current billing cycle.

4.5 Metered Usage and Overage

SMS messages, AI draft generations, and certain other features are metered. Each plan includes a monthly quota. Usage exceeding the quota is billed at published overage rates ($0.035/SMS, $0.02/AI draft). Overage charges appear on your next invoice.

5. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or in violation of any local, state, national, or international law.
• Send unsolicited SMS, email, or other communications (spam) via our platform.
• Violate TCPA, CAN-SPAM, GDPR, CCPA, or other applicable communication and privacy laws.
• Post fake reviews, astroturf, or engage in review manipulation.
• Attempt to access, tamper with, or use non-public areas of the Service.
• Reverse engineer, decompile, or disassemble any part of the Service.
• Interfere with or disrupt the Service or servers connected to the Service.
• Use the Service to transmit viruses, malware, or other malicious code.
• Resell or sublicense the Service without our written consent (except as permitted under Agency plans).

6. Intellectual Property

The Service, including its design, features, and underlying technology, is owned by ReviewReply Enterprise and protected by intellectual property laws. You retain all rights to the content you submit (business information, reply templates, customer data). We retain all rights to anonymized, aggregated data derived from your usage.

Reviews fetched from third-party platforms (Google, Facebook, etc.) remain the property of those platforms and their respective authors. We display them under the terms of each platform's API.

7. AI-Generated Content

The Service uses AI (GLM-4.6 via z-ai-web-dev-sdk) to generate draft replies to reviews. You are responsible for reviewing, editing, and approving all AI-generated content before it is posted. We are not liable for the content of AI-generated replies.

AI draft quality depends on the quality of your brand voice training data and the review context. You should always review drafts for accuracy, tone, and appropriateness before posting.

8. Third-Party Integrations

The Service integrates with Google Business Profile, Facebook Pages, Yelp, Trustpilot, Twilio, Resend, Stripe, and Slack. Your use of these third-party services is subject to their respective terms and privacy policies. We are not responsible for the actions or policies of third-party services.

9. Service Availability

We strive to maintain 99.9% uptime (Enterprise) and 99.5% uptime (Pro) excluding scheduled maintenance. We are not liable for downtime caused by factors beyond our control, including third-party outages, natural disasters, or internet infrastructure failures. Service credits are available for Enterprise customers per our SLA.

10. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT REVIEW DATA FROM THIRD-PARTY PLATFORMS WILL BE ACCURATE OR COMPLETE.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT SHALL REVIEWREPLY ENTERPRISE BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES, ARISING OUT OF OR RELATED TO THE SERVICE. OUR TOTAL LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.

12. Indemnification

You agree to indemnify and hold harmless ReviewReply Enterprise, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any third-party rights.

13. Termination

You may terminate your account at any time via Settings → Account → Delete Account. We may suspend or terminate your account if you violate these Terms or engage in conduct that we determine, in our sole discretion, to be harmful to the Service or other users. Upon termination, your data will be deleted within 30 days, except audit logs (retained 7 years) and data we are legally required to keep.

14. Governing Law

These Terms are governed by the laws of the State of California, United States, without regard to conflict-of-law principles. Any disputes will be resolved in the courts located in San Francisco County, California.

15. Changes to Terms

We may update these Terms from time to time. We will notify you of material changes via email and in-app notification 30 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

16. Contact

For questions about these Terms, contact:

• Email: legal@reviewreply.com
• Address: ReviewReply Enterprise, Attn: Legal, 100 Market Street, San Francisco, CA 94102