These terms are an agreement between RespondPilot (“we”, “us”) and the business that subscribes to RespondPilot (“you”). By using the service you agree to them. If an order form or written quote we both accept says something different, the order form wins for that point.
1. The service
RespondPilot connects to your Google Business Profile to help you reply to reviews, publish posts and create review QR codes across your locations. Access is sales-led: you request access, we agree a plan with you, then we set up your account and your first admin user.
2. Accounts and users
- Your admins control who has access, which locations each manager can see, and the rules the reply and post agents follow.
- You are responsible for keeping sign-in details secure and for what your users do in the service.
- With your permission, our support staff may sign in as one of your users to help you. Every action taken that way is recorded in your audit log under both names.
3. Plans, prices and payment
- Prices are in US dollars and exclude tax. We add GST, VAT or sales tax where the law requires it and issue tax invoices.
- Your plan sets the price, whether you pay monthly or yearly, and your limits on locations, users, AI replies and posts. Custom plans are set out in your order form.
- We invoice in advance for each billing period (a month, or a year on yearly billing). Invoices are due [20 days from the invoice date]. We may suspend the service if an invoice is more than [30] days overdue, after telling you in writing.
- We will give you at least 30 days' notice of a price change. The change applies from your next billing period.
4. Term and cancellation
- Monthly billing runs month to month. Yearly billing runs for 12 months and renews for another year unless either of us cancels before the renewal date. An order form can set a different term.
- Either of us may cancel with [30] days' written notice. Fees already paid for the current period are not refunded unless the law requires it.
- When you cancel, we revoke our access to Google and delete Google-derived data and your business content within 30 days, as our privacy policy explains. Ask us before then if you need a copy of your data.
5. Acceptable use
You must use RespondPilot lawfully and within Google's policies. In particular, you must not:
- Gate reviews: selectively ask only happy customers for reviews, or steer unhappy customers away from leaving a public review. QR codes and links from the service always go straight to Google, and you must not put a screening step in front of them.
- Offer incentives such as discounts, prizes, free items or entries into a draw in exchange for reviews.
- Post or arrange fake reviews, including reviews by staff, family or anyone paid to write them, or hide, filter or edit genuine customer reviews.
- Publish replies or posts that are false or misleading, including offers, prices or events you will not honour (Fair Trading Act 1986).
- Publish unlawful, defamatory, discriminatory or harassing content, or other people's personal information.
- Send marketing messages that break the Unsolicited Electronic Messages Act 2007.
- Try to break, overload, reverse engineer or get around the security or limits of the service, or resell it without our written agreement.
We may remove content or suspend an account that breaks these rules. Where it is practical, we will tell you first and give you a chance to fix it.
6. AI-written content
Replies and posts can be drafted by AI. Drafts can be wrong. You choose which drafts publish automatically and which need approval, and you are responsible for content published from your account, whether it was written by a person or drafted by AI. Offers, prices and events in posts come only from your business brief, so keep it accurate.
7. Google
The service depends on Google Business Profile and its APIs. Google's own terms apply to your listings. Google may moderate, delay or reject replies and posts, and may change or limit its APIs; we are not responsible for Google's decisions, but we will show you what Google reports and help where we can.
8. Your data
You own your content and your customers' information. You give us permission to use it only to provide the service to you. We handle personal information as described in our privacy policy, acting as your agent under the Privacy Act 2020.
9. Availability and changes
We aim to keep the service available at all times but do not promise it will be uninterrupted. We may improve or change features; if a change materially reduces what you pay for, you may cancel and we will refund any prepaid fees for the unused period.
10. Liability
- [Placeholder: our total liability in any 12-month period is limited to the fees you paid us in that period.]
- [Placeholder: neither party is liable for indirect or consequential loss, including loss of profit, revenue or goodwill.]
- [Placeholder: you acquire the service for business purposes, so the Consumer Guarantees Act 1993 does not apply, and, to the extent allowed by section 5D of the Fair Trading Act 1986, sections 9, 12A, 13 and 14(1) of that Act do not apply.]
- [Placeholder: nothing in these terms limits liability that cannot be limited by law, including for fraud.]
11. General
- These terms are governed by New Zealand law, and the courts of New Zealand have jurisdiction.
- We may update these terms with at least 30 days' notice to your account admins. Continuing to use the service after that means you accept the change.
- Questions: [support@your-domain].