Privacy Policy

RepPilot (“RepPilot”, “we”, “us”) is committed to protecting your privacy. This Privacy Policy explains what information we collect when you use our website at reppilot.co and the RepPilot application (together, the “Service”), how we use it, who we share it with, and the rights you have over it.

We are the data controller for the personal data described in this Policy. If you have any questions, email us at [email protected].

1. Summary

• We collect the minimum information needed to run RepPilot: your account details, the Google Business Profile locations you choose to connect, the reviews on those locations, and billing information if you subscribe.
• We use Google Business Profile data only to show you your reviews inside the app, generate AI reply drafts, and post replies you or your automation rules approve.
• We do not sell your data. We do not use your Google data to train machine-learning models or target advertising.
• You can disconnect RepPilot from your Google account at any time. When you delete your RepPilot account, we delete your data within 30 days.

2. Information we collect

2.1 Information you give us

• Account information: email address, name (optional), and a hashed password if you sign up with email, or your Google account profile information if you sign up with Google.
• Business information: the name, industry, and preferences (e.g. tone of voice, automation settings) of the businesses you connect.
• Payment information: when you start a paid subscription, we use Stripe as our payment processor. Your card details are entered directly on Stripe’s payment page and are never stored on RepPilot servers. We only receive a limited confirmation token and subscription status from Stripe.

2.2 Information from Google Business Profile

When you connect a Google Business Profile location to RepPilot, you authorise us (via OAuth) to access certain information about that location on your behalf. Specifically, we request the https://www.googleapis.com/auth/business.manage scope, which allows us to:

• List the accounts and locations you manage on Google Business Profile (so you can choose which location to connect).
• Read the reviews on the connected locations.
• Post replies to those reviews on your behalf.

Google issues us an OAuth refresh token which we store securely in our encrypted database. We use this token solely to obtain short-lived access tokens when the app needs to check for new reviews or post a reply. We never share this token with any third party.

2.3 Information from Trustpilot

If you connect a Trustpilot business unit, we store the API credentials you provide and use them only to read reviews and post replies as described above.

2.4 Information we collect automatically

• Usage logs: We keep basic server logs (IP address, user-agent, timestamps, pages visited) for debugging, security, and abuse prevention. These are retained for up to 30 days.
• Cookies: We use strictly necessary cookies to keep you signed in and to remember which business you are currently viewing. We do not use third-party advertising cookies. See our Cookies section below.

3. Google API Services — Limited Use Disclosure

RepPilot’s use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

In plain English, this means we will:

• ✅ use Google user data only to provide or improve the user-facing features of RepPilot (showing you your reviews, generating reply drafts, posting replies);
• ✅ only transfer Google user data to other third parties where strictly necessary to provide or improve the Service, to comply with law, or as part of a business transfer, with notice to you;
• ❌ not use Google user data to serve advertisements;
• ❌ not allow humans to read Google user data unless we have your affirmative agreement, it is necessary for security (e.g. investigating abuse), to comply with applicable law, or the data is aggregated and anonymised; and
• ❌ not use Google user data to train machine-learning models, including any generative AI models.

4. How we use your information

We use the information described above for the following purposes:

• To provide the Service — fetching your reviews, drafting and posting replies, sending you SMS or email alerts about negative reviews.
• To operate billing — charging your subscription through Stripe, sending receipts, managing cancellations.
• To improve the Service — using aggregated, non-identifying metrics (e.g. “total replies posted this week”) to diagnose performance issues and plan new features. We do not use the content of your reviews or replies for this.
• To communicate with you — transactional emails (verification, billing receipts, security alerts, product-breaking announcements). We do not send marketing email unless you opt in.
• To meet legal obligations — detecting fraud, responding to lawful requests, enforcing our Terms of Service.

5. AI processing of review content

When RepPilot drafts a reply, it sends the text of the review (and optional context you have given us, such as your preferred tone of voice) to a large-language-model provider. We use Abacus.AI’s hosted LLM infrastructure. The request and response are not used to train any model. We retain the draft reply in our database so you can edit and approve it.

You can disable automatic AI replies at any time from your Settings page.

6. Who we share your data with

We do not sell your data. We share information only with the following categories of sub-processors, and only to the extent needed to run the Service:

• Abacus.AI — application hosting, database, and LLM inference.
• Stripe — payment processing and subscription management.
• Twilio (if SMS alerts are enabled) — delivery of SMS notifications about negative reviews.
• Google — we pass replies you have approved back to Google Business Profile so they appear on the reviews.

We may also disclose information if required by law, in response to a valid legal process, or where necessary to protect our rights, property, or safety (or that of our users or the public).

7. Where your data is held

Our database and application servers are hosted in data centres in the European Union and the United States. When data leaves the UK or EEA we rely on Standard Contractual Clauses or adequacy decisions as the legal mechanism for transfer.

8. How long we keep your data

• Google OAuth refresh tokens: retained while your connection is active; deleted within 7 days of disconnection.
• Review and reply data: retained while your account is active; deleted within 30 days of you deleting your account (except where we are required by law to keep a record).
• Billing records: retained for 7 years to comply with UK tax and accounting law.
• Server logs: retained for up to 30 days.

You can delete your account and all associated data at any time from Settings → Delete account inside the app. Alternatively, email [email protected] and we’ll do it for you.

9. Your rights

Under UK GDPR and EU GDPR you have the right to:

• request a copy of the personal data we hold about you;
• request that we correct or delete your data;
• request that we restrict or stop processing your data;
• object to processing carried out on the basis of our legitimate interests;
• export your data in a portable format; and
• withdraw consent you have given (this will not affect processing carried out before the withdrawal).

You can exercise all of these rights by emailing [email protected]. You also have the right to lodge a complaint with the UK Information Commissioner’s Office (ico.org.uk).

To revoke RepPilot’s access to your Google account at any time, visit your Google account’s Third-party apps with account access page.

10. How we keep your data secure

We use HTTPS across the Service, encrypt data at rest, hash passwords with bcrypt, and store OAuth tokens in an encrypted database column. Access to production systems is restricted to a small number of authorised personnel and protected by two-factor authentication.

No system is perfectly secure. If we become aware of a data breach that affects your personal data, we will notify you and the ICO where required by law, without undue delay.

11. Cookies

We use the following cookies:

• Session cookie (next-auth.session-token): keeps you signed in. Expires after 30 days.
• CSRF cookie (next-auth.csrf-token): protects against cross-site request forgery.
• Active-business cookie: remembers which of your connected businesses you are currently viewing.

All of these are strictly necessary for the Service to function. We do not use analytics or advertising cookies at this time.

12. Children

RepPilot is a business-to-business product and is not intended for use by anyone under 18. We do not knowingly collect personal data from children. If you believe we have collected data about a child, email [email protected] and we will delete it.

13. Changes to this Policy

We may update this Policy from time to time. If we make material changes we will notify you by email or through a prominent notice in the app at least 14 days before the changes take effect. The “Last updated” date at the top of this Policy tells you when it was last revised.

14. Contact us

For any privacy question, exercise of your rights, or concern about our practices, please email [email protected].