Terms of Service

1. The service

repuze is software that helps businesses request reviews from their customers, monitor reviews across platforms, manage their Google Business Profile, and report on the results. It is operated by Factyze (“we”, “us”).

We may add, change or remove features over time. If we make a change that materially reduces core functionality on a paid plan, we will let account holders know by email.

2. Your account

• You must be at least 18 and able to enter a contract.
• You are responsible for the accuracy of the information you provide and for keeping your credentials secure.
• You are responsible for everything done under your account, including by team members you invite.
• Tell us promptly if you believe your account has been accessed without your permission.

3. Your data and your customers

You keep ownership of everything you put into repuze. You grant us a licence to process it only as needed to provide the service, as described in our Privacy Policy.

You are responsible for having a lawful basis to contact the customers you add, and for complying with the marketing and data protection rules that apply where you and your customers are located — including PECR and UK GDPR in the United Kingdom, and equivalent rules elsewhere. You must honour opt-out requests, and repuze will suppress any contact who unsubscribes.

4. Review integrity — non-negotiable

Review platforms have strict rules, and so do we. When using repuze you must not:

• offer payment, discounts, gifts or any incentive in exchange for a review;
• write, solicit or publish fake reviews, or reviews from people who were not genuine customers;
• attempt to filter, screen or suppress customers based on how positively you expect them to review you;
• send requests to people who have not done business with you, or who have opted out.

repuze is deliberately built so that every customer who receives a request reaches the same public review destination. Attempting to work around this is a breach of these terms, and we may suspend an account for it without refund.

5. Acceptable use

You agree not to:

• use repuze to send unlawful, harassing, misleading or unsolicited bulk messages;
• attempt to access another customer’s data, or probe or disrupt the service;
• reverse engineer the service, or resell or sublicense it without our written agreement;
• use the service in a way that breaches the terms of any connected platform, including Google.

6. Connected services

repuze integrates with third-party services such as Google Business Profile, Google Calendar, Calendly, Square, Acuity, Twilio and Stripe. Your use of those services remains subject to their own terms. We are not responsible for their availability, and changes they make to their APIs or policies may affect what repuze can do.

Where you connect a Google account, your use is also governed by Google’s terms, and you confirm you are an owner or authorised manager of the profiles you connect.

7. AI-assisted features

Some features generate suggested replies and marketing copy using AI. Suggestions are drafts — you are responsible for reviewing and approving anything published under your business’s name. We do not warrant that generated content is accurate or suitable, and nothing is published to a connected platform without a person approving it.

8. Plans, billing and trials

• Paid plans are billed in advance, monthly or annually, through Stripe.
• Free trials run for the stated period. If you do not cancel before it ends, the plan begins and the first payment is taken.
• SMS allowances are included per plan; additional messages require a top-up pack.
• Fees exclude VAT and other applicable taxes, which are added where required.
• We may change prices with at least 30 days’ notice by email. Changes take effect at your next renewal.

You can cancel at any time from Settings → Billing. Cancellation takes effect at the end of the paid period. Payments already made are non-refundable except where the law requires otherwise.

9. Availability

We work to keep repuze available and reliable, but we do not guarantee uninterrupted service. Maintenance, third-party outages and factors outside our control can cause downtime. Scheduled review requests are queued and retried, but we cannot guarantee delivery of any individual SMS or email, as final delivery rests with carriers and mailbox providers.

10. Suspension and termination

You may close your account at any time. We may suspend or terminate an account that breaches these terms, particularly section 4, or where required by law or by a connected platform. If we terminate without cause, we will refund the unused portion of any prepaid fee.

On closure, your data is deleted in line with the retention periods in our Privacy Policy. Export anything you need before closing.

11. Liability

The service is provided “as is”. To the fullest extent permitted by law, we exclude implied warranties and are not liable for lost profits, lost revenue, lost data or indirect or consequential loss. Our total liability in any 12-month period is limited to the fees you paid us in that period.

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for any other liability that cannot lawfully be excluded.

12. Changes to these terms

We may update these terms. We will revise the date at the top and, for material changes, notify account holders by email before they take effect. Continuing to use repuze after that means you accept the updated terms.

13. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute.

14. Contact

Questions about these terms: support@repuze.com. See also our Privacy Policy.