1. The agreement and who can use the service
This is an agreement between you and FairReputation [TODO: legal entity name], [TODO: registered address] ("FairReputation", "we", "us"). You may use the service only if you are at least 18 years old and are the owner of the business concerned or authorized to act for it. If you use the service for a company, you confirm you have authority to bind it, and "you" means both you and the company.
If you sign an engagement agreement or accept a quote from us, that document and these terms together form the contract. Where they conflict, the engagement agreement wins.
2. What we do
We assess public reviews of your business on Google Maps, identify those that in our view breach Google’s content and conduct policies, and report them to Google through its official reporting channels on your behalf. We follow up on those reports and tell you the outcome.
We are not a law firm and do not provide legal advice or legal services. We do not send legal demands, cease-and-desist letters or any other communication to reviewers, and we will not do so on your behalf. If you believe a review is defamatory, we will tell you so you can consult a lawyer.
3. The free audit
The audit assistant finds your listing, reads its public reviews and shows you a quote. It is automated, may make mistakes, and its estimate of how likely a review is to be removed is an opinion generated by software, not a promise. The audit is free, creates no obligation on either side, and a specialist reviews your selection before any work starts. We may decline to take on some or all of the reviews you select.
4. Fees: you pay only for removed reviews
Our fee is a fixed amount per review that is removed, as quoted to you at engagement (the price shown in the audit is a quote valid for 30 days). Any reduced price stated in the quote, such as an introductory price for the first review, applies only as stated in that quote. There is no upfront payment, retainer or minimum.
- A review counts as removed when it is no longer visible on your business’s public Google listing for 14 consecutive days after we report it, whether it was removed by Google, by the reviewer, or otherwise.
- The fee for each removed review is due when it is removed. We send you an itemized receipt identifying the review and the date it came down.
- If a removed review reappears on the listing within 30 days after we charged for it, we credit or refund that fee. Reviews that reappear later, or new reviews, are outside this guarantee.
- If a review is not removed, you owe nothing for it. You may withdraw a review from the engagement at any time before it is removed by telling us in writing.
5. Payment
Payments are processed by Stripe. When you engage us you will be asked to save a payment card. By doing so you authorize us to charge that card the quoted fee each time a review you approved is removed, up to the number of reviews in your engagement, without further notice, and to retry a failed charge for up to 30 days. You can update the card or withdraw the authorization at any time by contacting us; withdrawing it ends the engagement for reviews not yet removed. Fees are in US dollars and exclude any applicable taxes, which we add where the law requires. If you believe a charge is wrong, contact us first and we will investigate within five business days.
6. Your responsibilities
- Give us accurate information, including confirming that the listing is your business.
- Select for reporting only reviews you genuinely believe breach Google’s policies or were not left by a real customer; do not use the service to remove honest reviews you simply dislike.
- Do not ask us to contact, identify or threaten reviewers, and do not do so yourself in connection with our work.
- Do not include in your requests any information you are not allowed to share. If you are a healthcare provider or other regulated business, do not send us patient or client information, and do not respond to reviews with it.
- Comply with applicable law, including the Consumer Review Fairness Act, which prohibits contract terms that stop your customers from leaving honest reviews.
7. No guarantee of outcome
Google decides whether a review is removed, on its own timeline, and can change its policies at any time. We use our experience to select and present strong reports, but we do not guarantee that any review will be removed, when, or that it will stay down. Past results, including any figures on our website, do not predict the outcome of your case.
8. How we communicate with you
By giving us your details you agree that we may contact you about your request and engagement by email, phone and text message. You can stop texts by replying STOP. Our privacy notice explains what we do with your information and forms part of these terms.
9. Intellectual property and confidentiality
The website, the assistant and our materials belong to us or our licensors. You may use them only to obtain our services. You give us a license to use the information you provide for the purpose of providing the services. We keep the details of your case confidential except as needed to provide the services or as required by law.
10. Disclaimers
Except as expressly stated in these terms, the site and services are provided "as is" and "as available", without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose and non-infringement. We do not warrant that the site will be uninterrupted or error-free, or that information shown by the assistant is complete or accurate.
11. Limitation of liability
To the fullest extent permitted by law, FairReputation will not be liable for any indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, arising out of or related to these terms or the services, even if advised of the possibility. Our total liability for all claims relating to the services will not exceed the fees you paid us in the 12 months before the event giving rise to the claim, or 100 US dollars if you have paid nothing. Some jurisdictions do not allow certain limitations, so some of these may not apply to you.
12. Indemnification
You will defend and indemnify FairReputation against claims, losses and expenses (including reasonable attorneys’ fees) arising from your breach of these terms, your instructions to us, or your violation of any law or third-party right.
13. Disputes, arbitration and class action waiver
Talk to us first. Before starting any formal proceeding, email support@fairreputation.com describing the dispute; we will try to resolve it informally within 30 days.
Arbitration. If we cannot, any dispute arising out of or relating to these terms or the services will be resolved by binding individual arbitration administered by the American Arbitration Association under its rules then in force (its Consumer Arbitration Rules where they apply), rather than in court, except that either party may bring an individual claim in small claims court. The Federal Arbitration Act governs this section. The arbitrator may award the same relief a court could, to you individually.
No class actions. You and we agree to bring claims only in an individual capacity, not as a plaintiff or class member in any class, consolidated or representative proceeding.
Opt-out. You may opt out of this arbitration agreement by emailing support@fairreputation.com within 30 days of first accepting these terms, stating your name, business and that you opt out. Opting out does not affect the rest of these terms.
Governing law. These terms are governed by the laws of the State of [TODO: State], without regard to conflict-of-law rules, and any court proceeding permitted by this section will take place in the state or federal courts located there.
14. Ending the engagement
You may end an engagement at any time by telling us in writing; you remain responsible for fees on reviews already removed. We may end an engagement or refuse service if you breach these terms, if we conclude the reviews cannot be reported in good faith, or for any other lawful reason, in which case you owe nothing for reviews not yet removed. Sections 4, 5 and 9 to 16 survive termination.
15. Changes to these terms
We may update these terms by posting the new version here and updating the date at the top. Material changes take effect 30 days after posting, or when you next engage us, whichever is earlier, and never change the fee or guarantee of an engagement already in progress.
16. General
These terms and any engagement agreement are the entire agreement between us about the services. If any part is unenforceable, the rest remains in effect. You may not assign this agreement without our consent; we may assign it to a successor of our business. Our failure to enforce a term is not a waiver. Notices to us should be sent to the email address below; notices to you go to the email address you gave us.
17. Contact
support@fairreputation.com, or FairReputation [TODO: legal entity name], [TODO: registered address].