Terms of Service

These Terms of Service (“Terms”) form a binding agreement between you (“you”, “your”) and RepPilot (“RepPilot”, “we”, “us”). By creating an account on, or using, reppilot.co or the RepPilot application (together, the “Service”), you agree to these Terms.

If you do not agree, do not use the Service. If you are using the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

1. The Service

RepPilot is a software-as-a-service product that helps businesses monitor and respond to reviews on Google Business Profile, Trustpilot, and similar platforms, including through AI-generated reply drafts and optional automatic posting of replies.

We are a UK-based service and the Service is supplied from the UK. You are responsible for complying with any local laws that apply to your use of the Service.

2. Your account

You must provide accurate information when you sign up and keep it up to date. You are responsible for all activity on your account and for keeping your password confidential. Notify us at [email protected] if you suspect unauthorised access to your account.

You must be at least 18 years old to use the Service.

3. Subscriptions, free trial, and billing

3.1 Free trial

When you sign up we give you a 7-day free trial of our paid features. You are not charged during the trial. If you do not cancel before the trial ends, your subscription will automatically begin and the payment method you have provided will be charged.

3.2 Subscription fees

Subscriptions renew automatically at the interval you selected (monthly or annual) until cancelled. Prices are shown on our Pricing page and are quoted exclusive of VAT. VAT is added where applicable.

3.3 Payment processor

All payments are processed by Stripe. Your card details are entered on Stripe’s payment page and are not stored on RepPilot systems. Your use of Stripe is subject to Stripe’s own terms.

3.4 Cancellation and refunds

You can cancel at any time from your Settings page. On cancellation, your subscription will remain active until the end of the paid-for billing period and then stop. Because the Service is a digital service that starts immediately, we do not generally issue refunds for the current billing period, except where required by law. If you cancel a new annual subscription within 14 days and have not used the Service in a material way, email [email protected] and we will discuss a pro-rated refund in good faith.

3.5 Failed payments

If a renewal payment fails, we will retry it and notify you. After three failed attempts we may suspend your account until the payment is resolved. Data will be preserved for 30 days after suspension.

4. Acceptable use

You agree not to:

• use the Service to post content that is unlawful, defamatory, abusive, threatening, harassing, or in breach of third-party rights;
• impersonate another person or misrepresent your relationship with any business;
• reverse engineer, decompile, or try to extract the source code of the Service;
• interfere with or attempt to disrupt the Service or the servers or networks that provide it;
• use the Service to build a competing product or to scrape data from us; or
• use the Service to send unsolicited communications.

5. Third-party platforms (Google, Trustpilot, etc.)

When you connect a Google Business Profile location or a Trustpilot business unit you are telling us that you are authorised to manage reviews on that listing. You are responsible for the content of replies that RepPilot posts on your behalf — whether they are drafts you have approved or replies posted automatically under rules you have configured.

Your use of those third-party platforms is subject to their own terms. We are not responsible for changes those platforms make to their APIs or policies that affect the Service.

You can disconnect a platform at any time from the Connections page. You can revoke our access to your Google account at any time from your Google account settings.

6. AI-generated content

RepPilot uses large language models to draft replies. AI can make mistakes. You are solely responsible for reviewing any AI-drafted reply before posting it, or for configuring automation rules carefully if you choose to let RepPilot post replies automatically.

We will not be liable for the content of a reply posted by the Service, whether manually approved by you or posted under your configured automation rules.

7. Our intellectual property

RepPilot and all original content in the Service (excluding your data and the content generated about your business) are owned by us or our licensors and are protected by UK and international copyright, trademark, and other laws. You may not copy, modify, or distribute any part of the Service except as expressly permitted by these Terms.

8. Your data

You retain all rights to the data you upload or connect to the Service (including your reviews, replies, and business configuration). You grant us a limited, non-exclusive, worldwide licence to use that data solely to provide the Service to you, as described in our Privacy Policy.

9. No warranty

The Service is provided “as is” and “as available”. To the fullest extent permitted by law, we disclaim all implied warranties — including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure, or that every review will be replied to successfully.

Nothing in these Terms limits rights you have as a consumer that cannot be limited by law.

10. Limitation of liability

To the fullest extent permitted by law:

• We will not be liable for any indirect, incidental, special, consequential, or punitive damages, or any loss of profits, revenues, data, or business opportunities.
• Our total aggregate liability arising out of or related to these Terms or the Service will not exceed the greater of (a) the fees you have paid us in the 12 months before the event giving rise to the claim, or (b) £100.

Nothing in this section excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by English law.

11. Indemnity

You agree to indemnify and hold us harmless from and against any claims, losses, or expenses (including reasonable legal fees) arising from (a) your use of the Service, (b) your breach of these Terms, or (c) the content of any reply you have approved or caused to be posted through the Service.

12. Termination

You can terminate your account at any time from your Settings page or by emailing [email protected]. We can terminate or suspend your account if you breach these Terms, fail to pay, or use the Service in a way that risks harm to us or other users. On termination, we will delete your data in accordance with our Privacy Policy.

13. Changes to the Service and these Terms

We may change or discontinue features of the Service at any time. We may update these Terms 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. Continued use of the Service after that notice means you accept the updated Terms.

14. Governing law and disputes

These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales, except that if you are a consumer resident in Scotland or Northern Ireland you may bring proceedings in your local courts.

15. Contact us

Questions about these Terms? Email us at [email protected].