Terms of service

These terms are the agreement between you and RespondWay. Using the service means you accept them.

What the service does

RespondWay collects your customer reviews, drafts replies to them, and publishes the replies you approve. Drafts are suggestions. You are the author and the publisher of anything that reaches a customer.

Your account

• You must be 16 or older and able to enter a contract.
• Keep your password to yourself. Everything done under your account is your responsibility.
• Only connect businesses you own or are authorised to manage.

What you are responsible for

Every reply is published in your business's name. Read each one before approving it. In particular:

• Do not publish a reply that confirms private details about a customer. In regulated industries such as healthcare or law, that can breach confidentiality regardless of who drafted the text.
• Check that any promise in a reply, such as a refund or a callback, is one you will keep.
• Follow the rules of the platform you are publishing to.

You are also responsible for complying with the terms of any platform you connect, including Google, Yelp and Meta.

What you may not do

• Write or publish reviews that are not genuine, or respond in a way designed to mislead.
• Use the service to harass, threaten or defame anyone.
• Resell or white-label the service except on a plan that explicitly allows it.
• Attempt to break, overload or reverse engineer the service.

AI-generated content

Replies are produced by a language model. Models make mistakes and can state things that are not true. RespondWay does not warrant that a draft is accurate, appropriate or compliant. The approval step exists precisely because judgement is yours.

Platform availability

Some features depend on services we do not control. Google requires approval before its Business Profile API can be used, and may withdraw it. Yelp does not offer a way to publish replies programmatically at all. Where a platform limits what is possible, RespondWay falls back to preparing the reply for you to paste. We cannot guarantee any third-party integration will remain available.

Payment

• Plans are billed monthly in advance through Dodo Payments, which acts as merchant of record and is the seller on your invoice.
• Prices exclude tax unless stated otherwise.
• Cancel at any time from Settings. Your plan runs to the end of the period you have paid for. We do not pro-rate partial months.
• If a payment fails, we will retry and email you before restricting the account.

Your content

Your reviews, replies and business information remain yours. You grant us only the licence needed to run the service for you: storing the data, sending review text to a model provider to draft a reply, and publishing approved replies to the platforms you connect.

Ending the agreement

You can close your account at any time from Settings. We may suspend or close an account that breaches these terms, and will explain why unless we are legally prevented from doing so.

Liability

The service is provided as is. To the extent the law allows, RespondWay is not liable for indirect or consequential loss, including lost profit or reputational harm arising from a published reply. Our total liability in any twelve month period is limited to the amount you paid us in that period.

Nothing here limits liability for death, personal injury or fraud.

Changes

We will email you at least 14 days before a material change takes effect. Continuing to use the service after that means you accept the new terms.

Contact

support@respondway.com