1. These terms
These terms govern the supply of review response services by Reply Right to your business. By subscribing to a plan you accept them. They are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
2. The service
We monitor your Google Business Profile and Tripadvisor listings, draft replies to new guest reviews, verify each reply with a member of our team, and publish it on your behalf. Plans are: Bronze £75 per month for up to 25 replies, Silver £100 per month for up to 35 replies, and Gold £150 per month for unlimited replies. Allowances are shared across both platforms and reset each calendar month; unused replies do not roll over.
3. The 72-hour promise
We aim to publish a reply within 72 hours of a review becoming visible to us. This depends on us having working access to your listings and on the platforms being available; delays caused by platform outages, access being revoked, or content we must refer back to you are excluded from that window.
4. Your responsibilities
- Give and maintain the manager-level access we need to post replies.
- Tell us about topics, offers or legal matters we must not mention publicly.
- Ensure information you give us about your business is accurate.
- Notify us promptly of any reply you would like amended or removed.
5. Content and approval
Replies are published in your business's name. You own the published content. We may decline to publish anything we consider misleading, defamatory or in breach of a review platform's policies. Platform rules and moderation decisions are outside our control.
6. Fees and payment
Fees are billed monthly in advance in GBP and are exclusive of VAT where applicable. If your review volume regularly exceeds your plan we will notify you and may ask you to move to a higher tier.
7. Cancellation
There is no minimum term. Either party may cancel with 30 days' notice by email. Services continue until the end of the paid period; fees already paid for that period are non-refundable.
8. Liability
We do not exclude liability for death or personal injury caused by negligence, fraud, or anything else that cannot be excluded by law. Otherwise our total liability in any 12-month period is limited to the fees you paid us in that period, and we are not liable for lost profits, lost bookings, or changes in your ratings or search rankings.
9. Contact
Questions about these terms: replyright@respondreviews.uk.