Terms & Conditions

1. About us

NudgeReviews is a service operating in the United Kingdom. References to "NudgeReviews", "we", "us", or "our" in these terms refer to the operator of the NudgeReviews service.

You can contact us at hello@nudgereviews.co.uk.

2. The service

NudgeReviews is a subscription service that enables UK-based tradespeople to automate review request messages to their customers following a completed job. The service allows you to submit customer contact details via WhatsApp or web form, after which we send a personalised review request on your behalf.

The specific features available to you depend on the plan you have subscribed to:

• Starter (£19/month): Email review requests, up to 6 job submissions per month, automatic 3-day follow-up, monthly report.
• Pro (£29/month): SMS and email review requests, unlimited job submissions, automatic 3-day follow-up on each channel, monthly report with stats and trends, priority support.
• Pro Annual (£249/year): All Pro features, billed annually.

3. Eligibility

To use NudgeReviews you must:

• Be based in the United Kingdom
• Operate a legitimate trade or service business
• Have an active Google Business Profile
• Be aged 18 or over
• Have the legal authority to enter into this agreement (if signing up on behalf of a business)

4. Subscriptions and payment

4a. Billing

Subscriptions are billed in advance on a recurring basis — monthly for the Starter and Pro plans, or annually for the Pro Annual plan. Payment is processed securely by Stripe. By subscribing you authorise us to charge your payment method on each renewal date.

4b. Price changes

We will give you at least 30 days' written notice by email before any price increase takes effect. If you do not wish to continue at the new price, you may cancel before the new price applies.

4c. Cancellation

You may cancel your subscription at any time by emailing hello@nudgereviews.co.uk with the subject line "Cancel my subscription". We will process your cancellation within 1 working day and confirm by email. Cancellation takes effect at the end of your current billing period — you will not be charged again after cancellation, and you will retain access to the service until the end of the period you have already paid for.

4d. Refunds

We do not offer refunds for partial billing periods. If you cancel mid-month, your subscription remains active until the end of that billing period and no refund is issued for the unused portion. In exceptional circumstances (for example, a prolonged service outage caused by us), we may at our discretion offer a pro-rata credit or refund — please contact us to discuss.

4e. Failed payments

If a payment fails, we will notify you by email. We will attempt to retry the payment. If payment is not resolved within 7 days, we reserve the right to suspend your account until the outstanding balance is settled.

5. Your responsibilities as a subscriber

5a. Customer data

You are solely responsible for ensuring that any customer details you submit to NudgeReviews meet the following requirements:

• You have carried out genuine work for the customer
• You have a legitimate, recent business relationship with them
• You are legally entitled to contact them in connection with that work
• You have not submitted the same customer within the last 6 months

You must not submit contact details for individuals who have previously asked not to be contacted, or for any person with whom you do not have a genuine business relationship.

5b. Accuracy of information

You are responsible for providing accurate business information during onboarding, including your Google Business Profile URL. We cannot be held responsible for review links that fail to work due to incorrect information provided by you.

5c. Acceptable use

You must not use NudgeReviews to:

• Submit fictitious customers or fabricate review requests
• Attempt to manipulate your Google rating through fake or incentivised reviews
• Submit contact details obtained without the customer's knowledge
• Harass, intimidate, or repeatedly contact any individual
• Circumvent any limits or restrictions on your plan
• Resell or sublicense the service to third parties

Violation of these terms may result in immediate account suspension without refund.

6. Data processing agreement

When you submit customer details to NudgeReviews, you act as the data controller and we act as your data processor under UK GDPR.

As data processor, we will:

• Process customer data only for the purpose of sending review requests on your behalf
• Delete end customer contact details within 90 days of the review request sequence completing
• Not share end customer data with any third party except as necessary to deliver the service (e.g. Twilio for message delivery)
• Maintain appropriate technical and organisational security measures
• Notify you without undue delay if we become aware of a personal data breach affecting your customers' data

As data controller, you confirm that:

• You have a lawful basis for providing us with your customers' contact details
• You will handle any data subject requests from your customers relating to the review request messages
• You will notify us promptly if a customer asks to opt out of further messages or requests deletion of their data

Full details of how we handle personal data are set out in our Privacy Policy.

7. No guarantee of results

In particular, we make no warranty that:

• Any specific number of reviews will be received
• Google will publish or maintain any review submitted by your customers
• Your Google Business Profile ranking will improve
• Review request messages will be delivered in all cases (delivery is subject to carrier and platform availability)

Google may at any time change their review policies, remove reviews, or modify how ratings are calculated. We are not responsible for any such changes and they do not entitle you to a refund.

8. Service availability

We aim to keep NudgeReviews available at all times but we do not guarantee uninterrupted service. We may need to take the service offline for maintenance, updates, or reasons outside our control. We will endeavour to give advance notice of planned downtime where possible.

We are not liable for any loss arising from service unavailability caused by third-party infrastructure providers (including Twilio, Stripe, or cloud hosting providers), internet outages, or circumstances beyond our reasonable control.

9. Limitation of liability

To the maximum extent permitted by law:

• Our total liability to you arising out of or in connection with these terms shall not exceed the total subscription fees paid by you in the 3 months preceding the event giving rise to the claim
• We are not liable for any indirect, consequential, special, or punitive loss, including loss of profits, loss of revenue, loss of business, or loss of reputation
• We are not liable for the actions of Google, Twilio, or any other third party platform

Nothing in these terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

10. Indemnity

You agree to indemnify and hold harmless NudgeReviews, its directors, employees, and agents against any claims, costs, damages, or expenses (including reasonable legal fees) arising from:

• Your breach of these terms
• Your submission of customer data without a lawful basis
• Any claim by a third party relating to review request messages sent at your instruction
• Your violation of any applicable law or regulation

11. Suspension and termination

We reserve the right to suspend or terminate your account immediately and without refund if:

• You breach these terms, in particular the acceptable use provisions in clause 5
• We have reason to believe you are submitting fraudulent or fictitious customer data
• We receive a significant volume of complaints from end recipients relating to your account
• Your continued use of the service puts us in breach of our obligations to Twilio, Meta, or any regulatory body
• You fail to pay any sums due after reasonable notice

In less serious cases we will attempt to contact you before suspending your account.

12. Intellectual property

All intellectual property in the NudgeReviews platform, website, and service (including software, designs, and content) belongs to NudgeReviews. You are granted a limited, non-exclusive, non-transferable licence to use the service for its intended purpose during your subscription.

You retain ownership of any content you provide to us (such as your business name). By submitting content you grant us a licence to use it solely to deliver the service.

13. Changes to these terms

We may update these terms from time to time. When we make material changes, we will notify you by email at least 14 days before the new terms take effect. Your continued use of the service after that date constitutes acceptance of the updated terms. If you do not agree to the changes, you may cancel your subscription before they take effect.

14. Governing law and disputes

These terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Before pursuing formal legal action, we ask that you contact us at hello@nudgereviews.co.uk so we can attempt to resolve the matter informally.

15. General

• Entire agreement: These terms, together with our Privacy Policy, constitute the entire agreement between you and NudgeReviews regarding the service.
• Severability: If any provision of these terms is found to be unenforceable, the remaining provisions continue in full force.
• Waiver: Our failure to enforce any right under these terms does not constitute a waiver of that right.
• Assignment: We may assign our rights and obligations under these terms to a successor business. You may not assign your rights without our written consent.