Terms and Conditions

These Terms and Conditions govern the services provided by Reputation Buzz. Please read them before subscribing. They explain what we provide, how monthly billing and cancellation work, and how our 30-day money-back guarantee operates.

1. Who we are and how to contact us

Reputation Buzz is a trading name of Reputation Buzz Ltd (company number 17186018), with a registered office at Flat 109, Dolphin House, Smugglers Way, London, SW18 1DG, United Kingdom (“Reputation Buzz”, “we”, “us” or “our”).

Email: [email protected]

2. Who these Terms apply to

These Terms apply when you use our website, book a call, accept a proposal, start a subscription or use any Reputation Buzz service. The services are designed primarily for business customers, including trades and home-service businesses. If you contract with us as a consumer, nothing in these Terms removes any consumer rights that cannot lawfully be excluded or restricted.

The agreement between you and us consists of these Terms and the service plan, order form or written proposal that identifies your selected services and price. If the documents conflict, the order form applies to the specific service details and these Terms apply to the remaining matters, unless we agree otherwise in writing.

3. Our services

Depending on the plan you select, our services may include automated review requests and follow-ups, review-response support, Google Business Profile management, local SEO, website design and hosting, missed-call text-back, website enquiry follow-up, CRM tools, integrations, AI-assisted content and reporting. The exact services included are those described on your plan page or in your written proposal at the time you subscribe.

We will provide the services with reasonable care and skill. Features can depend on third-party platforms, integrations, telecommunications networks and services outside our control. We may update or replace a feature where reasonably necessary, provided we do not materially remove a service you have paid for without an appropriate remedy.

You must provide accurate information, requested content, approvals and access promptly. A delivery date may move where we are waiting for information, access, approvals or decisions from you or a third party. For plans that include a website, our advertised aim is to provide the first draft within 7 days after we have received the essential information and access needed to start.

4. No guaranteed rankings or business outcomes

We work to improve your online presence and the systems that help customers contact you. However, we cannot guarantee a particular Google ranking, map position, AI-search mention, number of reviews, number of enquiries, calls, bookings, sales or jobs. Search engines, review platforms, customer behaviour, competitors and third-party providers affect those outcomes and are not under our control.

Any examples, illustrations or results shown on our website are not a promise that you will achieve the same outcome. We will not knowingly create fake reviews, post reviews on your behalf, or use tactics intended to manipulate review platforms.

5. Your responsibilities

You agree to:

• provide accurate business information and only give us access to accounts and systems you are authorised to manage;
• keep your login details secure and promptly tell us about suspected unauthorised access;
• ensure that any customer details you give us were collected lawfully and may be used for the relevant purposes;
• provide any notices, permissions or other lawful basis needed for messages sent on your behalf, and honour opt-outs and other requests;
• comply with applicable data-protection, privacy, electronic-marketing and consumer laws, and the policies of Google and any other platform you use;
• ensure all review requests relate to genuine customer experiences, do not selectively ask only customers expected to leave positive reviews, and do not offer incentives in exchange for reviews; and
• check and approve your business information, website copy, offers, AI-assisted replies and other material where your approval is requested.

You must not use the services for unlawful, misleading, abusive, fraudulent or harmful purposes, or upload personal data that you are not authorised to share with us.

6. Prices, billing and payment

Prices are shown in pounds sterling (GBP). The plan price, billing frequency and any applicable taxes or additional charges will be shown on the relevant plan page, checkout or written proposal before you commit. We do not charge a setup fee where the plan is advertised as having no setup fee. Additional usage charges, such as SMS or other third-party usage, will apply only where disclosed to you before they are incurred or as set out in your plan.

Subscriptions are billed monthly in advance and renew automatically each month until cancelled. By subscribing, you authorise us and our payment provider to take the recurring payments due under your chosen plan. You must keep your payment details up to date. If a payment fails, we may contact you to resolve it and may suspend affected services if payment remains overdue after reasonable notice.

We will give reasonable notice of any price change to an ongoing subscription. A price increase will take effect no earlier than the next billing period stated in the notice. If you do not accept it, you may cancel before the new price takes effect.

7. Cancellation and ending the service

There is no minimum term unless a written proposal expressly says otherwise. You may cancel a monthly subscription at any time by emailing [email protected] or by using any cancellation method made available in your account.

Unless the 30-day money-back guarantee below applies or we agree otherwise, cancellation stops the next renewal and normally takes effect at the end of the current paid billing period. We do not charge a cancellation fee. Fees for a billing period already started are not refunded merely because you stop using the service during that period, subject to your statutory rights and the money-back guarantee.

We may suspend or end access where reasonably necessary to protect security, comply with law, address misuse, respond to a third-party platform restriction or deal with overdue payment. Where practical, we will notify you and give you a chance to resolve the issue. Either party may end the agreement if the other commits a material breach and fails to put it right within a reasonable period after written notice.

8. Our 30-day money-back guarantee

We advertise a 30-day money-back guarantee on our covered monthly plans, including Foundation, Growth and the Local Authority System. If the plan you purchase is advertised as covered by this guarantee, the following terms apply.

If you are not happy, contact us within 30 calendar days of your first payment and we will refund the amounts you paid directly to Reputation Buzz for the covered plan during those first 30 days. You may contact us by emailing [email protected] or by calling us. You do not have to give a reason, and there is no cancellation fee.

The guarantee applies even if we have already prepared or built your website. To claim it, make sure your request is sent within the 30-day period. We will confirm the cancellation and initiate the refund to the original payment method. The time for the money to appear in your account may depend on your payment provider or bank.

When a refund is issued, the subscription and related hosted services will be stopped. Your Google Business Profile remains yours: we will remove our access and, where needed, return control to you. A refund does not itself include ongoing hosting after cancellation or automatically transfer a hosted website, software, reusable templates, automation workflows or third-party licences. If a website transfer or migration is available, its scope and any fee must be agreed with you in writing; we will explain the position before you subscribe or begin website work.

The guarantee is an additional promise and does not limit any statutory right you may have. It does not cover amounts you paid directly to a third-party provider rather than to Reputation Buzz.

9. Websites, domains and third-party platforms

If your plan includes a website, hosting and related systems are provided as part of the subscription for as long as the relevant plan remains active. Unless your written proposal says otherwise, the website is a hosted service and may become unavailable when hosting or the subscription ends. Connected forms, CRM access, missed-call text-back, follow-up automations and other subscription features may also stop.

You retain ownership of your own domain name where it is registered in your name or your own account, your Google Business Profile, your business information and materials you supply to us. We retain ownership of our pre-existing software, systems, templates, processes and reusable materials. Third-party software and platform features remain subject to their providers’ terms and licences. We will set out any bespoke website ownership or migration arrangement in writing if one is included in your plan.

Google, search engines, telecom providers and other platforms may change their features, policies, prices or access requirements. We are not responsible for decisions they make, outages outside our reasonable control, or changes that affect a feature, ranking or integration. We will take reasonable steps to explain material impacts and, where appropriate, discuss alternatives with you.

10. Intellectual property and use of our materials

We and our licensors retain all intellectual-property rights in our software, platform configuration, templates, branding, documentation and methods, other than materials that belong to you or a third party. We grant you a limited, non-exclusive right to use the services for your business while your subscription is active. You must not copy, resell, reverse engineer or make unauthorised use of our software or materials.

You confirm that you have the rights necessary for us to use the logos, photographs, text, reviews, customer lists and other materials you provide, for the purpose of delivering the service. You give us permission to use those materials for that purpose during the term of the service.

11. Privacy and personal data

Our Privacy Policy explains how we handle personal data when we operate our website, manage enquiries and accounts, provide support and administer subscriptions.

Where you provide us with personal data about your customers or leads so that we can send communications, manage enquiries or operate your systems on your behalf, you generally decide why that data is used and we process it on your instructions. You are responsible for having a lawful basis for collecting and sharing that data and for providing any privacy information required by law. We will use appropriate safeguards and process that data in accordance with this agreement and applicable data-protection law. The data-processing provisions in Schedule 1 below form part of these Terms.

12. Confidentiality

Each party will take reasonable steps to protect the other party’s non-public business information and use it only as needed to perform the agreement, except where disclosure is required by law or the information is already public through no breach of this clause.

13. Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful, including liability for fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded or limited.

Subject to that rule, we are not liable for indirect or consequential losses, loss of profits, loss of opportunity or loss caused by a third-party platform, provided that this does not exclude liability for losses that the law does not allow us to exclude. We do not accept responsibility for business decisions you make based on rankings, analytics, AI-assisted content or other information supplied through the service.

To the extent permitted by law, our total aggregate liability arising out of or in connection with the services in any rolling 12-month period is limited to the fees paid or payable by you to us for the service giving rise to the claim during that period. This limit does not apply to liability that cannot legally be limited. If you contract with us as a consumer, mandatory consumer protections continue to apply.

14. Changes to the service or these Terms

We may make reasonable changes to the services or these Terms to reflect changes in law, third-party platforms, security needs or our business. We will publish the updated Terms and, where a change materially affects an ongoing subscription, give reasonable notice. If a material change is unacceptable to you, you may cancel before it takes effect.

15. Complaints and governing law

If something is wrong, please contact [email protected] first so we can try to resolve it.

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory rights you have under applicable law.

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Schedule 1: Data Processing Terms

This Schedule applies when Reputation Buzz processes personal data on your behalf in order to deliver the services. For that processing, you are the controller and Reputation Buzz is the processor, unless the law or the facts of a particular activity require a different role.

1. Processing details

Subject matter and duration: the provision of the subscribed services during the term of the customer agreement, plus the return or deletion period described below.

Nature and purpose: storing and organising customer or lead information; sending review requests, reminders or other customer communications at your documented direction; handling website enquiries and missed-call follow-up; operating relevant CRM, reporting and automation features; and providing support.

Types of data: names, business contact details, email addresses, telephone numbers, message contents, review or enquiry information, transaction or appointment details supplied by you, and relevant system activity records.

Data subjects: your customers, prospective customers, leads, and other individuals whose information you choose to upload or process through the services.

2. Your instructions and responsibilities

You instruct us to process personal data as reasonably necessary to provide the services, in accordance with these Terms, your plan configuration and any further lawful written instructions you give us. You are responsible for the accuracy of the data, the lawfulness of your instructions, the information you provide to individuals, and deciding the retention period appropriate to your business. We will tell you if, in our reasonable opinion, an instruction appears to breach applicable data-protection law, unless the law prevents us from doing so.

3. Confidentiality and security

We will ensure that people authorised to process this personal data are subject to appropriate confidentiality obligations. We will maintain technical and organisational measures appropriate to the risk, taking account of the nature of the data and the services, to protect personal data against unauthorised or unlawful processing and accidental loss, destruction or damage.

4. Sub-processors

You authorise us to use third-party service providers where reasonably necessary to operate the services, such as hosting, CRM, communications, payment, analytics and support providers. We will impose data-protection obligations on sub-processors that are appropriate to their role. We will provide information about relevant sub-processors on request and notify you of material intended changes where required, giving you a reasonable opportunity to raise a data-protection objection. If an objection cannot reasonably be resolved, either party may discuss an appropriate alternative or termination of the affected service.

5. Assistance and security incidents

Taking account of the nature of the processing and information available to us, we will provide reasonable assistance with requests from individuals to exercise their data-protection rights, security obligations, personal-data breach notifications, data-protection impact assessments and regulator consultations where required. We will notify you without undue delay after becoming aware of a personal-data breach affecting personal data processed on your behalf, and provide reasonably available information to help you meet your obligations.

6. International transfers

We will not transfer personal data to a country outside the United Kingdom where a transfer safeguard is required unless an appropriate legal transfer mechanism and safeguards are in place, in accordance with applicable data-protection law.

7. Return and deletion

When the services end, you may request that we return or delete personal data processed on your behalf, subject to any legal requirement to retain it. We will take reasonable steps to comply and delete remaining copies within our control, taking account of routine backup and system-deletion cycles. We may retain limited information where required by law or where necessary to establish, exercise or defend legal claims, and will continue to protect it.

8. Compliance information

We will make information reasonably necessary to demonstrate compliance with this Schedule available on reasonable request. Any audit or inspection must be arranged on reasonable notice, during normal business hours, subject to confidentiality, security and the rights of other customers. The parties will cooperate in good faith to address reasonable questions about the processing.