Better Reviews

Terms of Service

Version 2026-08. These terms apply to every Better Reviews customer and are the authoritative version of the Service Agreement you receive by email.

1. Who we are

  1. The service is provided by [PROVIDER LEGAL NAME], registered in England and Wales under number [NUMBER], at [REGISTERED ADDRESS] (“we”, “us”, the “Provider”). Contact: hello@betterreviews.co.uk.
  2. “You” or the “Customer” means the organisation that signs up for the service. By completing checkout you confirm you are authorised to bind that organisation.

2. The service

  1. We supply a hosted “Review us” page and supporting service (the “Service”). Patients rate their experience from 1 to 5 stars as private feedback for you; every patient is then offered the same two options, with equal prominence and regardless of their rating: posting a public review on your Google Business Profile (or another public platform you choose) and sending private feedback to your team. The Service never routes, filters or invites reviews based on sentiment.
  2. The Service includes: hosting and maintenance of the page; delivery of every rating and comment into a feedback tracker held in your own Microsoft 365 or Google Workspace; immediate email alerts for 1 and 2 star feedback; reasonable email and screen-share support; and, where included in your plan or purchased as add-ons (see your Service Agreement), AI-drafted suggested replies, QR-code poster artwork and text-message and email templates.
  3. Our systems relay each submission into your environment and keep no copy. Suggested replies are drafts only; nothing is ever sent to a reviewer automatically.

3. Fees and term

  1. The agreement has a minimum term of 12 months from the effective date (the date of your first payment) (the “Initial Term”). There is no set-up fee.
  2. The fee is £79 per month. We are not VAT-registered, so no VAT is charged. A different figure applies only if it is stated in your Service Agreement.
  3. You may pay monthly (12 instalments in advance by card through Stripe) or annually in advance. Multi-year plans are paid either in advance for the whole plan, or – where a committed multi-year term is stated in your Service Agreement – in one payment per year of the term, at the figures stated there.
  4. The fee for the whole term is payable, whatever the length of the term and however it is billed. If you cancel during the term, or any instalment or annual payment fails and is not remedied within 14 days of our telling you, the remaining payments for the term become due immediately. We may also suspend the page until payment is made. Cancelling early does not reduce the sums due for the term.
  5. Optional growth services and renewing add-ons have their own terms (3, 6 or 12 months, as stated at checkout) and are billed alongside the plan. Each such term renews automatically for a further term of the same length unless either of us gives at least 30 days’ written notice before the renewal date. The full amount for the term then under way is payable even if you cancel part-way through it.
  6. At the end of the Initial Term, and of each renewal term, the agreement renews automatically for a further 12 months unless either of us gives the other at least 30 days’ written notice (email is sufficient) before the renewal date.
  7. We may change the fee for a renewal term by giving you at least 60 days’ written notice before the renewal date, unless a price hold is stated in your Service Agreement. You may give notice not to renew before the renewal date.
  8. Sums paid are not refunded.

4. Your responsibilities

  1. You will provide: your Google review link or Manager access to your Business Profile; a way to place the page connector on your website; a home for the feedback tracker in your own Microsoft 365 or Google Workspace; and the email address(es) for low-rating alerts.
  2. You will follow Google’s review policies. In particular you must not offer incentives of any kind for reviews, and you must not use the Service to “gate” reviews – that is, to prevent or discourage unhappy people from posting publicly. Every screen of the page links to your public Google listing and we will not remove that link.
  3. If you are an NHS organisation you will also follow NHS England guidance on patient feedback, keep the Friends and Family Test available where required, and use the Service alongside, not instead of, your formal complaints procedure.
  4. You are responsible for your own privacy notice, for acting on feedback, and for anything you or your staff send to a reviewer.
  5. You will keep the tracker and alert mailbox secure using your own Microsoft 365 or Google Workspace controls.

5. Acceptable use

  1. You must not use the Service to ask reviewers to remove or change negative reviews, to post reviews on your own behalf, or to collect information for any purpose other than service feedback.
  2. You must not attempt to interfere with, overload or reverse-engineer the Service, or use it for any unlawful purpose.
  3. If we reasonably believe you are in breach of sections 4 or 5 we may suspend the page after giving you notice and a chance to put things right, or immediately where the breach is serious.

6. Availability and support

  1. We aim for 99.5% monthly availability of the page, excluding planned maintenance notified in advance.
  2. If availability in a calendar month falls below 99%, you may claim a credit of that month’s fee by emailing us within 30 days of the end of that month. This credit is your only remedy for downtime.
  3. Support is by email on working days, plus a set-up screen-share of about 20 minutes. We aim to reply within one working day.
  4. If the Service is paused or ends, the page reverts to a holding notice or to your previous feedback form (for NHS practices, usually the Friends and Family Test).

7. Liability

  1. Our total liability under this agreement in any 12-month period is limited to the fees you paid in that period.
  2. Neither of us is liable to the other for indirect or consequential loss, loss of profit, or loss of reputation.
  3. We are not responsible for the content of reviews posted on Google, for Google’s handling of them, or for changes Google makes to its services or policies.
  4. Nothing in these terms limits liability for death, personal injury caused by negligence, fraud, or anything that cannot lawfully be limited.

8. Ending the agreement

  1. Either of us may end the agreement at the end of the current term by giving notice under section 3. You can give notice from the virtual assistant on our website or by emailing us; we give notice by email. Ending the agreement early does not reduce the fees payable for the term (section 3).
  2. Either of us may end the agreement immediately if the other is in serious breach and does not fix it within 14 days of being told.
  3. On ending, we switch the page to a holding notice or your previous form and delete your configuration within 30 days. Because we keep no feedback data, there is nothing else to return or delete on our side.
  4. Sections 7, 8 and 10 and Schedule 1 continue to apply after the agreement ends.

9. Changes to these terms

  1. We may update these terms. We will email you at least 30 days before any change that is not in your favour takes effect; if you object, the previous version continues to apply until the end of your current term.
  2. The current version is always published at this address. The version number at the top tells you which one applies.

10. Law

  1. These terms are governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction.
  2. These terms, including Schedule 1, are the whole agreement between us for the Service. If any part is found unenforceable the rest still applies.

Schedule 1 – Data Processing Terms

Article 28 UK GDPR terms. These apply to personal data submitted through the “Review us” page.

1. Roles and subject matter

  1. The Customer is the controller of personal data submitted through the page (“Feedback Data”). The Provider is the Customer’s processor.
  2. Subject matter: operation of the “Review us” page and relay of Feedback Data to the Customer.
  3. Duration: the term of the agreement, plus up to 30 days to delete configuration.
  4. Nature: receiving, validating and routing submissions; sending alert emails; sending comment text (never identifiers) to an AI model to draft a suggested reply.
  5. Purpose: enabling the Customer to collect, monitor and respond to feedback.
  6. Data subjects: the Customer’s customers, patients and their representatives. Data: star rating, category, free-text comments (which may include health information), optional name and contact details, source tag and timestamp.

2. Instructions

  1. The Provider processes Feedback Data only on the Customer’s documented instructions, which are these terms and the configuration agreed at set-up, unless UK law requires otherwise, in which case the Provider will tell the Customer first where it lawfully can.
  2. The Provider will tell the Customer if it believes an instruction breaks data protection law.

3. Confidentiality

  1. Anyone the Provider authorises to process Feedback Data is bound by a duty of confidentiality.

4. Security

  1. The Provider applies appropriate technical and organisational measures, including: encryption in transit (TLS); a stateless relay that retains no Feedback Data; no Provider login to the Customer’s environment; access logging; and least-privilege access to configuration.

5. Sub-processors

  1. The Customer gives general authorisation for these sub-processors: Cloudflare (hosting and relay, UK/EU regions); Resend (transactional email); Anthropic (AI drafting of suggested replies – comment text only, never name or contact details); Stripe (billing – the Customer’s own business details only, no Feedback Data).
  2. The Provider will give at least 30 days’ notice before adding or replacing a sub-processor. The Customer may object on reasonable grounds within that period; if the objection cannot be resolved the Customer may cancel without penalty.
  3. The Provider remains responsible for its sub-processors and imposes equivalent data protection obligations on them.

6. Assistance

  1. The Provider will assist the Customer, so far as it is able given that it holds no Feedback Data, with requests from data subjects to exercise their rights.
  2. The Provider will assist with data protection impact assessments and consultations with the ICO, and supplies a Data Protection Pack for this purpose.
  3. The Provider will notify the Customer without undue delay, and in any case within 48 hours, of becoming aware of a personal data breach affecting the Service, and will give the information the Customer needs to meet its own obligations.

7. Deletion and return

  1. At the end of the agreement the Provider deletes the Customer’s configuration within 30 days. No Feedback Data is held by the Provider, so there is nothing further to return or delete; the Customer’s tracker and mailbox remain in its own environment.

8. Audits and information

  1. The Provider will make available the information reasonably needed to show compliance with Article 28, and will allow and contribute to audits or inspections by the Customer or an auditor it appoints, on reasonable notice, no more than once a year unless required by a regulator or following a breach.

9. International transfers

  1. The Provider makes no international transfers of Feedback Data. Hosting and relay are in UK/EU regions.
  2. Comment text sent to Anthropic for drafting contains no identifiers and is transferred under the UK International Data Transfer Agreement or EU Standard Contractual Clauses with the UK Addendum.