About These Terms

These Terms of Service (“Terms”) govern your use of CustomerReviews.io and the services provided by Customer Reviews Pty Ltd (ABN: 42 620 966 663).

Please read these Terms carefully before using our service.

By accessing or using CustomerReviews.io, you agree to be bound by these Terms. If you don’t agree with any part of these Terms, you may not use our service.

We may update these Terms from time to time. When we do, we’ll post the updated Terms on this page with a new “Last Updated” date. Continued use of our service after changes constitutes acceptance of the updated Terms.
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1. About CustomerReviews.io

Customer Reviews Pty Ltd (“we”, “us”, “our”, or “CustomerReviews”) operates CustomerReviews.io, a software-as-a-service platform that helps businesses collect, manage, and display customer reviews.

Our Services Include:

• Collecting and managing Google reviews
• Collecting reviews on the CustomerReviews.io platform
• Collecting private feedback from customers
• Sending automated review request emails (including BCC email collection)
• Sending review reminder emails
• Responding to reviews and syncing responses to Google Business Profile
• Displaying reviews via widgets on business websites
• Collecting and managing customer photos
• Processing order numbers and reference IDs
• Providing review analytics, geographic analytics, and data export
• Customer blocking and review request management
• API access for integration (where applicable)
• Team collaboration features
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2. Who These Terms Apply To

CustomerReviews serves two distinct user groups, each with specific terms:

2.1 Business Users (Our Customers)

Businesses that subscribe to CustomerReviews.io to collect, manage, and display customer reviews.

These Terms apply to you if you: - Create a business account - Subscribe to our paid service - Use our platform to manage reviews - Install our widgets on your website - Connect your Google

Business Profile

2.2 Review Authors (End Customers)

Individuals who submit reviews about businesses using CustomerReviews.io.

These Terms apply to you if you: - Submit a review through our platform - Upload photos with your review - Respond to review request emails

Important: Review Authors do not create accounts. By submitting a review, you agree to the Review Author Terms in Section 11.
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3. Account Registration (Business Users)

3.1 Account Requirements

To use CustomerReviews.io as a business, you must:

• Provide accurate business information (business name, ABN/company number, contact details)
• Provide a valid email address
• Create a secure password
• Be at least 18 years old
• Have authority to bind your business to these Terms
• Provide accurate billing information

3.2 Account Security

You are responsible for:

• Maintaining the confidentiality of your login credentials
• All activities that occur under your account
• Immediately notifying us of any unauthorized access
• Ensuring team members with account access comply with these Terms

We are not liable for any loss or damage arising from unauthorized account access if you have not taken reasonable security precautions.

3.3 Account Accuracy

All information you provide must be:

• Accurate and truthful
• Kept up to date
• Not infringing on third-party rights
• Not misleading or deceptive

We reserve the right to suspend or terminate accounts with false, misleading, or outdated information.
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4. Subscription and Payment

4.1 Subscription Plans

CustomerReviews.io is offered on a subscription basis. Current pricing is displayed at customerreviews.io/pricing.

• Subscriptions are billed monthly or annually (depending on your chosen plan)
• Prices are in USD unless otherwise stated
• We reserve the right to change pricing with 30 days’ notice

4.2 Payment Processing

Payments are processed through secure third-party providers (Stripe and PayPal). We do not store full credit card details.

By subscribing, you agree to:

• Provide valid payment information
• Authorize recurring charges
• Pay all applicable fees and taxes
• Keep your billing information current

4.3 Billing and Renewal

• Subscriptions automatically renew unless cancelled
• You will be charged at the start of each billing period
• We will send billing receipts to your registered email
• Failed payments may result in service suspension
• You must update payment information if your card expires or is declined

4.4 Refund Policy

Subscriptions are non-refundable except:

• As required by law
• If we fail to deliver the service as described
• Within 14 days of initial purchase (at our discretion)

No partial refunds for unused portions of subscription periods.

4.5 Free Trials

If we offer a free trial:

• Trial terms will be specified at sign-up
• You must provide payment details to start a trial
• You will be charged when the trial ends unless you cancel
• Cancellation during trial period prevents any charges
• One trial per business only

4.6 Cancellation

You may cancel your subscription at any time:

• Cancel through your account settings
• Email support@customerreviews.io
• Cancellation takes effect at the end of your current billing period
• You retain access until the end of your paid period
• No refunds for early cancellation
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5. Service Usage and Restrictions

5.1 Permitted Use

You may use CustomerReviews.io to:

• Collect legitimate customer reviews
• Manage and respond to reviews
• Display reviews on your website
• Access review analytics
• Export your review data

5.2 Prohibited Activities

You may not:

• Violate any laws or regulations
• Submit fake, fraudulent, or solicited reviews
• Incentivize or coerce customers to leave positive reviews
• Threaten, harass, or intimidate review authors
• Discriminate in requesting reviews based on expected rating
• Use the service to collect or store sensitive personal data beyond what’s necessary for reviews
• Attempt to manipulate, game, or artificially inflate ratings
• Share your account credentials with unauthorized persons
• Reverse engineer, decompile, or attempt to extract source code
• Use automated tools to scrape or harvest data
• Interfere with or disrupt the service or servers
• Access another user’s account without authorization
• Transmit viruses, malware, or harmful code
• Use the service for any illegal or unauthorized purpose
• Remove, obscure, or alter any legal notices (copyright, trademark, etc.)
• Resell or redistribute our service without written permission

5.3 Content Standards

All content you submit (reviews, responses, photos) must:

• Be truthful and not misleading
• Not infringe intellectual property rights
• Not contain hate speech, harassment, or threats
• Not include explicit, offensive, or inappropriate material
• Not contain spam or commercial solicitations
• Comply with all applicable laws

We reserve the right to remove any content that violates these standards.
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6. Google Business Profile Integration

6.1 Connection Authorization

When you connect your Google Business Profile:

• You authorize us to access your Google Business Profile data
• You authorize us to post review responses on your behalf
• You confirm you have authority to connect this Google Business Profile
• You understand that review data will be synced from Google

6.2 Google’s Terms

Your use of Google Business Profile integration is also subject to Google’s Terms of Service. We are not responsible for any changes to Google’s API, policies, or services.

6.3 Disconnection

You may disconnect your Google Business Profile at any time through your account settings.

This will stop syncing but will not delete previously imported reviews.
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7. Review Widgets

7.1 Widget Installation

Our review widget allows you to display reviews on your website.

By installing our widget, you agree to:

• Install the widget code as directed
• Not modify the widget code
• Not remove CustomerReviews.io attribution
• Display reviews accurately without manipulation

7.2 Widget Behavior

Our widget:

• Fetches review content from our servers
• Does not track website visitors
• Does not set cookies on website visitors
• Does not collect personal data from website visitors

This means: You can install our widget without updating your website’s privacy policy specifically for our widget (though you should mention displaying customer reviews).

7.3 Widget Removal

You may remove the widget at any time by deleting the widget code from your website.
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8. Photos and User Content

8.1 Photo Uploads by Review Authors

When review authors upload photos:

• Photos are automatically resized and optimized
• All EXIF metadata (GPS, camera info, timestamps) is automatically removed
• Photos must be approved by the business before becoming public
• Once approved, photos are publicly displayed with the review

8.2 Business Approval Rights

As a business user, you may:

• Approve or reject photos submitted with reviews
• Remove previously approved photos
• Not use photos for purposes beyond displaying them with reviews

8.3 Content Ownership

For content uploaded by Business Users:

You grant us a non-exclusive, transferable, sub-licensable, royalty-free, perpetual, worldwide license to use, display, and distribute your content for providing and promoting our service.

For content uploaded by Review Authors:

Review authors grant CustomerReviews.io and the reviewed business a non-exclusive, transferable, sub-licensable, royalty-free, perpetual, worldwide license to use, display, and distribute their review content (text, photos, ratings).

CustomerReviews.io Materials:

All software, platforms, algorithms, designs, documentation, and proprietary materials remain the exclusive property of CustomerReviews.io. You receive no ownership rights in our platform or materials.
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9. Email Services and Review Collection

9.1 Review Request Emails

We send review request emails on behalf of your business to your customers.

By using this feature, you agree:

• You have permission to contact these customers
• Email addresses you provide are accurate
• You comply with anti-spam laws (CAN-SPAM, CASL, GDPR)
• You have obtained appropriate consent where required

9.2 BCC Email Collection (Automated Review Requests)

Our BCC email collection feature allows you to automatically trigger review requests by copying our system on your customer communications.

How it works:

When you BCC our system email address (e.g., reviews-[id]@customerreviews.io) on emails to your customers, we automatically extract customer information (name, email, order/reference numbers) and send a review request after your configured delay (typically 24-48 hours).

By using the BCC feature, you agree that:

• You have legal permission to share customer email addresses with us
• Your customers have been informed their information may be used for review requests
• You comply with applicable data protection laws (GDPR, Privacy Act, etc.)
• You only BCC us on legitimate customer communications
• You are responsible for ensuring compliance with email marketing laws in your jurisdiction

Important: The content of BCC’d emails is immediately deleted after we extract the necessary customer information (name, email, order number). We only retain this extracted data for review request purposes.

9.3 Order Numbers and Reference IDs

When providing customer information (via BCC, manual upload, or API), you may include order numbers or reference IDs. These identifiers help:

• Link reviews to specific purchases
• Track review requests
• Provide context to review authors
• Generate purchase-specific analytics

You confirm that you have the right to share these order identifiers with us.

9.4 Review Reminder Emails

We may send reminder emails to customers who haven’t responded to initial review requests.

You can configure:

• Whether reminders are sent
• Timing of reminder emails
• Number of reminders

Reminder emails follow the same compliance requirements as initial review requests.

9.5 Customer Blocking and Management

You can block specific customers from receiving review requests. This feature allows you to:

• Prevent review requests to specific email addresses
• Manage your review request audience
• Comply with customer opt-out requests

You are responsible for honoring customer unsubscribe or opt-out requests.

9.6 Email Tracking

Review request emails include tracking technology to detect:

• When emails are opened
• Which links are clicked
• IP address and device information
• Submission timing and conversion rates

This helps you measure engagement with review requests and improve your review collection strategy.

9.7 Compliance

You are responsible for:

• Obtaining proper consent to contact customers
• Providing accurate email addresses
• Including required unsubscribe information
• Complying with all email marketing laws
• Ensuring your use of the BCC feature complies with data protection laws
• Honoring customer opt-out and blocking requests

We reserve the right to:

• Suspend email sending if abuse is detected
• Limit email volume to prevent spam
• Terminate accounts that violate anti-spam laws
• Remove access to BCC feature if misused
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10. Public Review Pages

10.1 Public Visibility

Reviews published on CustomerReviews.io are publicly visible at:

https://business.customerreviews.io/[your-business-name]

This means:

• Anyone can view your reviews without logging in
• Reviews are indexed by search engines (Google, Bing, etc.)
• Reviews may appear in search engine results
• Reviews may be cached by search engines even after deletion
• Third parties may archive or screenshot reviews

10.2 No Privacy Expectation

By publishing reviews on our platform:

• Business users acknowledge reviews are public
• Review authors acknowledge their name, review text, ratings, and photos are public
• Neither party should include confidential or sensitive information
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11. Review Author Terms

This section applies to individuals who submit reviews.

11.1 By Submitting a Review, You Agree To:

• Provide truthful, accurate information
• Base your review on genuine personal experience
• Not submit fake, fraudulent, or solicited reviews
• Not accept compensation for positive reviews
• Not violate any laws or third-party rights
• Not include offensive, defamatory, or inappropriate content

11.2 Public Reviews vs Private Feedback

When submitting feedback through CustomerReviews.io, you have two options:

Public Reviews: - Published on CustomerReviews.io and business websites

- Visible to the public and indexed by search engines
- Include your name, review text, star rating, and optional photos

Private Feedback: - Sent directly to the business only

- Not published publicly
- Allows you to share concerns privately before or instead of leaving a public review
- Retained by the business as part of their customer feedback records

You can choose to submit private feedback only, public review only, or both.

11.3 Review Content License

By submitting a public review, you grant:

• CustomerReviews.io a perpetual, worldwide, royalty-free license to display, distribute, and use your review
• The reviewed business the same license to use your review
• Permission for your review to appear on business websites via our widget
• Permission for your review to be indexed by search engines

Private feedback is provided to the business for their internal use and is subject to the business’s own data retention policies.

11.4 Review Editing and Deletion

• You may request edits or deletion of your review by emailing support@customerreviews.io
• We will verify your identity before processing requests
• Deletion removes your review from CustomerReviews.io and widgets
• Reviews may persist in search engine caches
• We aim to process deletion requests within 30 days
• Private feedback can only be deleted by contacting the business directly

Important: For Google reviews, you must manage those directly through Google. We cannot delete Google reviews.

11.5 No Account Required

Review authors do not create accounts. You submit reviews via email invitation or business website links.
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12. Data Processing and Privacy

12.1 Privacy Policy

Our Privacy Policy (available at customerreviews.io/privacy-policy) explains how we collect, use, and protect personal information. By using our service, you also agree to our Privacy Policy.

12.2 Data Processing for Business Users

As a Business User, you acknowledge that:

• CustomerReviews.io acts as a data processor when handling your customer data
• You are the data controller responsible for obtaining proper consents
• You must have a legal basis to provide customer email addresses to us
• You are responsible for complying with data protection laws (GDPR, Privacy Act, etc.)

12.3 Your Data Protection Obligations

You agree to:

• Only provide data you have the right to share
• Obtain necessary consents from review authors
• Inform customers how their data will be used
• Respond to data subject requests from your customers
• Notify us immediately of any data breaches

12.4 Our Data Protection Commitments

We commit to:

• Process data only as instructed by you
• Implement appropriate security measures
• Assist with data subject requests where reasonable
• Notify you of data breaches affecting your customers
• Delete or return data upon account termination (subject to retention requirements)

12.5 Analytics and Performance Tracking

We collect and analyze data to help you improve your review collection:

• Geographic distribution of reviews (IP-based location data)
• Email open rates and click-through rates
• Review submission timing and conversion rates
• Engagement metrics and performance analytics

You acknowledge that we use this data to:

- Provide analytics dashboards and reports
- Improve our service
- Help you optimize your review collection strategy

This data is processed in accordance with our Privacy Policy and applicable data protection laws.

12.6 Age Restrictions

CustomerReviews.io is only for users 18 years of age or older.

• Business users must be at least 18 to create an account
• Review authors must be at least 18 to submit reviews
• We do not knowingly collect information from anyone under 18

If you learn that someone under 18 has provided information to us, please contact us immediately at support@customerreviews.io and we will delete it.
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13. Service Availability and Support

13.1 Service Availability

We aim to provide reliable service but do not guarantee:

• Uninterrupted access (maintenance, updates, outages may occur)
• Error-free operation
• Specific uptime percentages
• Immediate bug fixes

13.2 Planned Maintenance

We may perform scheduled maintenance with or without notice. We’ll attempt to schedule maintenance during low-traffic periods.

13.3 Customer Support

Support is provided via:

• Email: support@customerreviews.io
• We aim to respond within 1-2 business days
• Support hours: Monday-Friday, 9am-5pm AEDT
• No guaranteed response times
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14. Intellectual Property

14.1 Our Rights

CustomerReviews.io and all related materials, including:

• Software and platform code
• Algorithms and technology
• Design, layout, and user interface
• Documentation and help materials
• Logos, trademarks, and branding
…are owned by Customer Reviews Pty Ltd and protected by intellectual property laws.

14.2 Your License

We grant you a limited, non-exclusive, non-transferable license to:

• Access and use the platform according to these Terms
• Use our widget code on your website
• Access and use your review data

This license terminates when your subscription ends.

14.3 Restrictions

You may not:

• Copy, modify, or create derivative works
• Reverse engineer or decompile our software
• Remove proprietary notices or labels
• Use our trademarks without written permission
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15. Termination

15.1 Termination by You

You may terminate your account at any time by:
• Cancelling your subscription
• Emailing support@customerreviews.io

Upon termination:

• Access ends at the end of your billing period (unless immediate termination is requested)
• No refunds for unused portions
• You may export your data before termination

15.2 Termination by Us

We may suspend or terminate your account immediately if:

• You breach these Terms
• You engage in fraudulent or illegal activity
• Your use harms our service or other users
• You fail to pay subscription fees
• We are required to do so by law

15.3 Effect of Termination

Upon termination:

• Your access to the platform ends
• Your review data will be retained for 12 months then deleted (unless required for legal compliance)
• Published reviews may remain visible until deleted
• You remain liable for any outstanding fees
• Sections of these Terms that should survive (limitations, indemnity) remain in effect

15.4 Data Export

Before termination, you should export any data you wish to retain. After account deletion, we may not be able to recover your data.
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16. Disclaimers and Limitations of Liability

16.1 Service “As Is”

CustomerReviews.io is provided “AS IS” and “AS AVAILABLE” without warranties of any kind, either express or implied, including but not limited to:

• Fitness for a particular purpose
• Merchantability
• Non-infringement
• Accuracy or completeness
• Uninterrupted or error-free operation

16.2 Third-Party Content

We do not control, verify, or endorse reviews or content submitted by review authors. We are not responsible for:

• Accuracy or truthfulness of reviews
• Defamatory, offensive, or illegal content in reviews
• Disputes between businesses and review authors

16.3 Third-Party Services

Our service integrates with third-party services (Google, payment processors, email services).

We are not responsible for:

• Third-party service outages or changes
• Loss of data due to third-party failures
• Third-party terms and policies

16.4 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW:

We are not liable for any:

• Indirect, incidental, or consequential damages
• Loss of profits, revenue, or business opportunities
• Loss of data or information
• Service interruptions or errors
• Third-party content or actions
• Damages exceeding the amount you paid us in the 12 months before the claim

16.5 Australian Consumer Law

Nothing in these Terms excludes, restricts, or modifies any consumer rights under the Australian Consumer Law or other laws that cannot be excluded.

Where we are liable for breach of a consumer guarantee:

• Our liability is limited (where permitted) to re-supplying the service or paying the cost of re-supply
• We are not liable for consequential losses if they were not foreseeable
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17. Indemnification

You agree to indemnify and hold harmless CustomerReviews.io, its directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your use of the service
• Your violation of these Terms
• Your violation of any laws or third-party rights
• Content you submit or collect through the service
• Your customers’ claims related to your use of the service
• Your failure to obtain proper consents or comply with data protection laws
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18. Dispute Resolution

18.1 Governing Law

These Terms are governed by the laws of Victoria, Australia.

18.2 Jurisdiction

You agree to submit to the non-exclusive jurisdiction of the courts of Victoria, Australia.

18.3 Informal Resolution

Before filing any legal claim, you agree to first contact us at support@customerreviews.io to attempt informal resolution.
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19. General Provisions

19.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and CustomerReviews.io and supersede all prior agreements or understandings.

19.2 Modifications

We may modify these Terms at any time. Changes will be posted on this page with an updated date. Material changes may be notified via email. Continued use after changes constitutes acceptance.

19.3 Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions remain in full effect.

19.4 No Waiver

Our failure to enforce any right or provision does not constitute a waiver of that right or provision.

19.5 Assignment

You may not assign or transfer these Terms without our written consent. We may assign these Terms to any successor or affiliate.

19.6 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (natural disasters, wars, pandemics, government actions, internet outages, etc.).

19.7 Independent Contractors

Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and CustomerReviews.io.
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20. Contact Information

For questions about these Terms:

Email: support@customerreviews.io
Legal: legal@customerreviews.io
Business Details:Customer Reviews Pty Ltd, ABN: 42 620 966 663, Australia