Terms of Service

1. Introduction and Acceptance

1.1 RepSave is a subscription software service operated as a UK-registered trading name, forming part of the Synelo product portfolio. These Terms of Service (the "Terms") govern your access to and use of the RepSave platform, including all associated features, integrations, reports, and communications made available to you as part of your subscription.

1.2 By subscribing to or using RepSave, you (the "Subscriber") agree to be legally bound by these Terms in their entirety. If you do not agree to any part of these Terms, you must not subscribe to or use the Service. RepSave reserves the right to refuse access to any person who does not comply with these Terms.

1.3 RepSave is designed and intended exclusively for business use. By accepting these Terms, you confirm that you are subscribing to and using the Service in the course of a trade, business, craft, or profession, and not as a consumer for personal use. Consumer protection rights that apply solely to individuals acting outside the course of business do not apply to your use of the Service. You must be aged 18 or over to subscribe. By subscribing, you represent and warrant that you are at least 18 years of age.

2. Definitions

2.1 In these Terms, the following words and expressions have the meanings set out below:

• "Service" means the RepSave platform in its entirety, including the automated review request delivery system, negative feedback intercept functionality, analytics and reporting dashboards, webhook integration capabilities, and any associated tools, features, or documentation made available to Subscribers.
• "Platform" means the underlying software infrastructure, automated workflows, web interfaces, email delivery systems, and data processing components through which the Service is delivered and operated.
• "Client" means the Subscriber in their capacity as a customer of RepSave, particularly in contexts relating to contractual obligations, billing, and account management.
• "End Customer" means an individual who is a customer or client of the Subscriber and whose contact details are submitted to the Service by the Subscriber for the purpose of receiving a review request email.
• "Content" means any data, text, business information, End Customer contact details, URLs, feedback responses, or other information submitted to the Platform by or on behalf of the Subscriber.
• "Subscription" means the recurring payment arrangement entered into by the Subscriber for access to and use of the Service at a specified plan tier.
• "Billing Period" means the monthly or annual interval for which a Subscription fee is charged, beginning on the date of the initial payment or the date of each renewal.
• "Webhook" means an HTTP callback configured within the Subscriber's third-party booking, payment, or management platform to send a data payload to the Service when a defined event occurs, thereby triggering a review request.
• "Trigger" means a Webhook event or a manual form submission that initiates the delivery of a review request email to an End Customer.
• "Report" means any analytics summary, dashboard view, or performance overview generated by the Platform based on data relating to review request delivery, End Customer engagement, feedback responses, and outcome metrics.

3. The Service

3.1 RepSave provides a suite of reputation management tools designed for UK-based local businesses. The core components of the Service are as follows:

• Automated review request delivery: Following a Trigger event, RepSave automatically sends a personalised review request email to the End Customer, inviting them to share their experience on the Subscriber's nominated review platform.
• Negative feedback intercept: End Customers who indicate dissatisfaction via the initial review request interaction are routed to a private, internal feedback form rather than being directed to a public review platform. This allows the Subscriber to receive and act on negative feedback before it reaches public forums.
• Analytics and reporting: Subscribers have access to analytics Reports covering review request delivery volumes, End Customer response rates, feedback sentiment indicators, and conversion metrics, available on a rolling and period-comparison basis.
• Webhook-based integrations: RepSave supports integration with third-party booking and payment platforms via Webhook, enabling automated Trigger events without manual data entry by the Subscriber.

3.2 RepSave does not provide, guarantee, or represent any of the following: a guaranteed minimum volume of reviews or a guarantee that review requests will result in reviews being published; a guarantee that all negative feedback will be intercepted or prevented from reaching public platforms; legal or regulatory compliance advice of any kind; or a guarantee that using the Service will improve the Subscriber's Google search ranking, star rating average, or any other third-party metric.

3.3 Service availability: RepSave targets 99% monthly uptime across the Platform. No formal service level agreement (SLA) is guaranteed under these Terms. Planned maintenance will be communicated to active Subscribers by email where reasonably possible. RepSave shall not be liable for downtime, interruption, or degraded performance arising from factors outside its reasonable control, including third-party platform outages, internet infrastructure failures, or force majeure events.

4. Subscriptions and Billing

4.1 The Service is offered on three subscription tiers. All prices are stated exclusive of VAT, which will be added where applicable at the prevailing rate:

• Starter: £19.00 per month, or £190.00 per year (billed annually upfront).
• Growth: £34.00 per month, or £340.00 per year (billed annually upfront).
• Pro: £59.00 per month, or £590.00 per year (billed annually upfront).

4.2 Subscriptions renew automatically at the end of each Billing Period. Monthly subscriptions renew on the same calendar date each month. Annual subscriptions renew on the same date each year. The Subscriber will be charged the applicable subscription fee at the point of renewal unless cancellation has been completed before the renewal date in accordance with clause 6.

4.3 All payments are processed securely by Stripe, a PCI-DSS compliant payment processor. RepSave does not store, handle, or have access to the Subscriber's full card number, CVV, or other sensitive payment credentials. Card details are stored by Stripe in accordance with their applicable terms and security standards.

4.4 Failed payments: In the event of a payment failure at the point of renewal, RepSave will retry the charge up to three times over a period of seven calendar days. If all retry attempts fail, the Subscriber's account will be suspended and the Subscriber will be notified by email. Access to the Service will be restored upon successful payment. Extended suspension may result in account deactivation; RepSave will provide reasonable notice before deactivating a suspended account.

4.5 Price increases: Subscribers who are on an active, continuously maintained Subscription at the time any price increase takes effect will retain their current subscription rate for as long as their Subscription remains active and continuous. This is a contractual commitment. If a Subscription lapses for any reason — including cancellation followed by re-subscription, failed payments resulting in deactivation, or any other break in continuous service — the Subscriber's legacy rate guarantee will not be reinstated, and the then-current prevailing rate will apply to any new Subscription.

4.6 New features and add-ons: Additional features or capabilities introduced by RepSave after the Subscriber's initial subscription date may be offered as optional paid add-ons. These are not included in the Subscriber's existing plan pricing unless RepSave expressly states otherwise in writing.

4.7 Annual billing: Annual subscriptions are billed upfront for the full year. A 7-day money-back guarantee applies to the first payment, as set out in clause 5. No refund is available after the 7-day guarantee period has expired on an annual subscription, except where RepSave terminates the Subscription under clause 15(b).

5. 7-Day Money-Back Guarantee

5.1 RepSave offers a 7-day money-back guarantee on the first payment made by a new Subscriber. This guarantee is subject to the following conditions:

• The guarantee applies to the initial subscription payment only. It does not apply to any subsequent renewal payments, whether monthly or annual.
• The refund request must be received by RepSave within 7 calendar days of the date of the initial charge, inclusive of the date of charge.
• The guarantee is available once per Subscriber account. It cannot be claimed again if the Subscriber cancels, re-subscribes, or opens a new account.
• The guarantee is not available if the Subscriber's Webhook integration has been used to send more than 10 review request emails during the guarantee period. This threshold exists to prevent misuse of the refund policy by Subscribers who have materially benefited from the Service before requesting a refund.
• Annual plan initial payments are eligible for a refund under the same terms as monthly plan initial payments, subject to the conditions above.

5.2 How to request a refund: Email hello@repsave.co.uk with the subject line "Refund Request". Your email must include the email address used to subscribe and the date of your initial payment. Requests that do not include sufficient information to identify your account may be delayed.

5.3 Refunds will be processed within 5 to 10 business days of the request being approved and will be returned to the original payment method. RepSave will confirm approval or any reason for non-approval within 3 business days of receiving the request.

6. Cancellation

6.1 The Subscriber may cancel their Subscription at any time. Cancellation is not subject to any minimum notice period beyond completion before the next renewal date.

6.2 How to cancel: Subscribers may cancel via the Stripe customer portal, a link to which is included in the welcome email sent at the time of subscription. Alternatively, Subscribers may cancel by emailing hello@repsave.co.uk from the registered account email address. RepSave will confirm cancellation by email within 2 business days.

6.3 Effect of cancellation: Upon cancellation, the Subscriber's access to the Service will continue until the end of the current paid Billing Period. No refund will be issued for any remaining days within the current Billing Period after the date of cancellation, as the Subscriber retains access to the Service for that period.

6.4 Annual subscriptions: Annual subscription payments are not refundable after the 7-day money-back guarantee period set out in clause 5 has expired, except in the specific circumstances described in clause 15.

6.5 Data retention following cancellation: Following the end of the Subscriber's final paid Billing Period, account data — including End Customer data, feedback records, and Subscriber account information — will be retained for a period of 3 months. After this retention period, all data associated with the account will be permanently and irreversibly deleted. RepSave is not able to recover data after permanent deletion. Subscribers who wish to export their data should do so before the retention period expires.

6.6 Re-subscription: If a Subscription lapses — whether through cancellation, non-payment, or any other cause — and the Subscriber subsequently wishes to re-subscribe, the then-current prevailing subscription rate at the time of re-subscription will apply. Any legacy pricing applicable to the previous Subscription will not be reinstated.

7. Client Responsibilities

7.1 By subscribing to and using the Service, the Subscriber agrees to the following obligations and responsibilities:

• To provide accurate, complete, and up-to-date information during the onboarding process, including the Subscriber's business name, contact email address, and nominated review platform URL.
• To maintain an accurate and accessible review platform URL within the Service configuration, and to notify RepSave promptly at hello@repsave.co.uk if this URL changes, becomes inactive, or needs to be updated.
• To complete the Webhook integration correctly and in accordance with RepSave's published setup instructions, and to ensure the integration is tested and functioning correctly before relying on it for live review request delivery.
• To submit End Customer contact details to the Service only where all of the following conditions are satisfied: (a) the End Customer is a genuine customer of the Subscriber who has had a real service interaction; (b) the Subscriber has a lawful basis under UK GDPR to process and share those contact details with RepSave; and (c) the Subscriber has a legitimate interest in, or appropriate consent from, the End Customer to contact them by email in connection with their experience.
• To comply with all applicable laws and regulations in connection with use of the Service, including but not limited to the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, the Privacy and Electronic Communications Regulations 2003 (PECR), and the Consumer Rights Act 2015.
• Not to use the Service to send unsolicited commercial emails, spam, or any communication that would breach PECR or equivalent legislation.
• Not to use the Service to generate, solicit, or submit fake, incentivised, purchased, or otherwise policy-violating reviews to any platform, including but not limited to Google, Trustpilot, or Tripadvisor.
• To keep account login credentials secure and to take all reasonable steps to prevent unauthorised access to the Subscriber's account. The Subscriber must notify RepSave immediately at hello@repsave.co.uk upon becoming aware of any actual or suspected unauthorised access.

8. Webhook Integrations

8.1 RepSave supports Webhook-based integrations that allow third-party booking, payment, or appointment management platforms to automatically trigger review request emails when defined events occur.

8.2 The Subscriber is solely responsible for configuring any Webhook integration correctly and in accordance with the setup instructions provided by RepSave. This includes, but is not limited to, entering the correct Webhook URL, selecting the appropriate trigger event within the third-party platform, and testing the integration before relying on it in a live environment.

8.3 RepSave is not liable for any of the following arising from incorrect, incomplete, misconfigured, or outdated Webhook setup by the Subscriber or their third-party platform provider: missed Triggers that result in review requests not being sent; duplicate Triggers that result in End Customers receiving more than one review request; delays in review request delivery; or any other failure of the Service attributable to Webhook configuration rather than RepSave's own infrastructure.

8.4 RepSave will provide written setup instructions for supported Webhook integrations and will use reasonable efforts to respond to Subscriber queries regarding integration configuration via email support. RepSave does not provide onsite or real-time implementation support for third-party platform configuration.

8.5 Each Subscriber's Webhook URL is unique to their account and must be kept confidential. The Webhook URL must not be shared with any third party, disclosed publicly, or used to send data on behalf of any business other than the Subscriber. Misuse of Webhook URLs may result in account suspension or termination under clause 15.

9. Data Processing

9.1 In connection with the delivery of the Service, RepSave processes personal data on behalf of the Subscriber. In respect of End Customer personal data submitted by the Subscriber to the Platform, RepSave acts as a data processor and the Subscriber acts as the data controller. RepSave processes End Customer data solely for the purpose of delivering the Service as instructed by the Subscriber and does not use such data for any other purpose.

9.2 The Subscriber, as data controller, is responsible for ensuring that there is a lawful basis under UK GDPR for sharing End Customer personal data with RepSave, and for ensuring that End Customers have been appropriately informed about how their data will be used in connection with receiving review request communications.

9.3 A Data Processing Agreement (DPA) setting out the terms on which RepSave processes End Customer data as a processor is available on request by emailing hello@repsave.co.uk. Subscribers who require a DPA for their own compliance purposes are encouraged to request one.

9.4 Full details of how personal data is collected, used, shared, and retained by RepSave in all capacities are set out in RepSave's Privacy Policy, which forms part of the contractual framework between RepSave and the Subscriber.

10. Intellectual Property

10.1 The RepSave brand, name, logo, platform software, automated workflows, email templates, report formats, documentation, and all other materials forming part of or associated with the Service are owned by or licensed to the operator of RepSave. Nothing in these Terms transfers, grants, or implies the transfer of any intellectual property rights to the Subscriber, other than the limited right to access and use the Service for the purposes set out in these Terms.

10.2 The Subscriber retains full ownership of their own business data, End Customer contact details, and other Content submitted to the Platform. The Subscriber grants RepSave a non-exclusive, royalty-free, worldwide licence to store, process, and use the Subscriber's Content for the sole purpose of delivering and operating the Service during the term of the Subscription. This licence terminates upon the conclusion of the data retention period set out in clause 6.

10.3 The Subscriber must not attempt to copy, reproduce, reverse-engineer, decompile, disassemble, or create derivative works based on any part of the Platform, its software, templates, or workflows.

11. Reports and Analytics

11.1 RepSave provides Subscribers with access to analytics Reports covering review request delivery performance, End Customer response behaviour, feedback sentiment categorisation, and period-on-period comparison data.

11.2 All data presented in Reports is generated solely from data processed through the RepSave Platform in connection with the Subscriber's account. Reports do not draw on or incorporate data from any external source, including the Subscriber's Google Business Profile, review platform dashboards, or other third-party tools.

11.3 The accuracy and completeness of Report data is dependent on the correct operation of the Subscriber's Webhook integration, the rate at which End Customers engage with review request emails, and the volume of Triggers processed through the Platform. RepSave does not guarantee the accuracy, completeness, timeliness, or fitness for any particular purpose of any Report or data point presented within a Report.

11.4 Period-on-period and month-on-month comparison data presented within Reports requires a minimum of two complete calendar months of data to be statistically meaningful. RepSave recommends that Subscribers allow at least two full calendar months of use before drawing conclusions from comparative Report data.

11.5 Report data is not intended to constitute, and should not be relied upon as, legal, financial, or business advice.

12. Prohibited Use

12.1 The Subscriber must not use the Service in any of the following ways, and agrees that doing so constitutes a material breach of these Terms:

• Sending review request emails to individuals who have not had a genuine service interaction with the Subscriber's business, or who have not been customers of the Subscriber.
• Generating, soliciting, submitting, purchasing, or incentivising fake reviews, or otherwise using the Service in a manner that violates the terms and conditions of Google, Trustpilot, Tripadvisor, or any other review or ratings platform.
• Reselling, sublicensing, white-labelling, or otherwise making the Service available to any third party without the prior written permission of RepSave.
• Attempting to reverse-engineer, copy, replicate, decompile, disassemble, or create derivative works based on the Platform or any element of its software, workflows, email templates, or reporting infrastructure.
• Using the Service for any purpose that is unlawful under the laws of England and Wales or any other applicable jurisdiction, including use that violates UK GDPR, PECR, or any consumer protection legislation.
• Attempting to access, view, copy, alter, or interfere with data belonging to any other Subscriber, End Customer of another Subscriber, or RepSave's internal systems beyond what is necessary for legitimate use of the Service.
• Circumventing, disabling, or otherwise interfering with any access controls, rate limits, security measures, or authentication systems implemented within or around the Platform.
• Uploading or transmitting any malware, viruses, harmful code, or disruptive scripts to the Platform or via the Webhook integration.

13. Liability and Indemnity

13.1 RepSave's aggregate liability to the Subscriber under or in connection with these Terms — whether arising in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total Subscription fees paid by the Subscriber to RepSave in the three calendar months immediately preceding the event giving rise to the claim.

13.2 To the fullest extent permitted by applicable law, RepSave shall not be liable for any of the following types of loss or damage, howsoever arising:

• Reduction in the volume of reviews published on any platform, or failure to achieve any target review count.
• Changes to the algorithms, policies, display logic, or ranking criteria of Google, Trustpilot, or any other third-party platform that affect the Subscriber's reputation or visibility.
• Review requests that are not delivered, not opened, or not acted upon by End Customers.
• Negative feedback that reaches a public review platform notwithstanding the negative feedback intercept functionality.
• Missed or duplicate Triggers arising from incorrect, incomplete, or misconfigured Webhook integration by the Subscriber.
• Business interruption, loss of profit, loss of revenue, loss of anticipated savings, or loss of commercial opportunity.
• Any indirect, incidental, special, or consequential loss, damage, or expense, regardless of whether RepSave was advised of the possibility of such loss.

13.3 Nothing in these Terms excludes or limits RepSave's liability for death or personal injury caused by RepSave's negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be excluded or limited under applicable law.

13.4 Indemnity: The Subscriber shall indemnify RepSave and hold RepSave harmless against any and all claims, demands, proceedings, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) brought against or incurred by RepSave arising from or in connection with: the Subscriber's breach of any provision of these Terms; the Subscriber's unlawful or negligent use of the Service; the Subscriber's violation of any third-party rights, including intellectual property rights and data protection rights; or the Subscriber's non-compliance with any applicable law or regulation.

14. Service Changes

14.1 RepSave reserves the right to modify, update, or alter the features and functionality of the Service from time to time. The following notice obligations apply depending on the nature of any change:

14.2 Material changes — changes that significantly alter or remove core functionality of the Service, or that impose materially different obligations on the Subscriber — will be notified to all active Subscribers by email at least 30 days before the change takes effect. Subscribers who do not wish to continue on the modified terms may cancel their Subscription without penalty before the effective date of the change. If a Subscriber does not cancel before the effective date, continued use of the Service following that date will be treated as acceptance of the modified Service.

14.3 Minor changes — including bug fixes, performance improvements, security updates, interface adjustments, and enhancements that do not materially alter core functionality — may be made at any time without prior notice to Subscribers. RepSave will endeavour to publish a changelog or release notes for significant minor updates where reasonably practicable.

15. Termination by RepSave

15.1 RepSave may terminate a Subscriber's account and Subscription in the following circumstances:

15.2 (a) Immediate termination without refund — RepSave may terminate a Subscription with immediate effect and without any obligation to provide a refund in the event of: a material breach of the Prohibited Use provisions set out in clause 12; failure to remedy non-payment following three failed payment retry attempts and notice to the Subscriber; fraudulent activity in connection with the Subscription or the use of the Service; or the provision of materially false or misleading information during the onboarding process or at any point during the Subscription.

15.3 (b) Termination with notice — RepSave may terminate a Subscription for any other reason by providing the Subscriber with at least 30 days' written notice by email. In the event of termination under this paragraph, RepSave will provide a pro-rata refund of any prepaid annual Subscription fees for the unused portion of the annual Billing Period following the effective date of termination.

15.4 Upon termination of a Subscription by RepSave under either paragraph above, the Subscriber's access to the Service will cease, and data retention terms as set out in clause 6 will apply.

16. Dispute Resolution

16.1 In the event of any dispute, complaint, or concern arising from or in connection with these Terms or the Service, the Subscriber should contact RepSave in the first instance by email at hello@repsave.co.uk. Please set out the nature of the dispute clearly and include any relevant account details.

16.2 RepSave will acknowledge receipt of any formal dispute within 5 business days and will use reasonable endeavours to investigate and resolve the matter within 14 business days of acknowledgement. More complex disputes may require additional time; RepSave will communicate any anticipated delay.

16.3 If the dispute cannot be resolved through direct correspondence between the parties, it shall be referred to and finally resolved under the exclusive jurisdiction of the courts of England and Wales, as further provided in clause 18.

17. General Provisions

17.1 Entire agreement: These Terms, together with RepSave's Privacy Policy and Cookie Policy, constitute the entire agreement between RepSave and the Subscriber with respect to the subject matter hereof, and supersede all prior and contemporaneous representations, negotiations, understandings, and agreements, whether written or oral, between the parties.

17.2 Severability: If any provision of these Terms is found by a court of competent jurisdiction to be invalid, illegal, or unenforceable, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, it shall be severed from these Terms. The remaining provisions shall continue in full force and effect.

17.3 Waiver: No failure or delay by RepSave in exercising any right, power, or remedy under these Terms shall operate as a waiver of that right, power, or remedy. A waiver of any particular breach does not constitute a waiver of any subsequent breach of the same or any other provision.

17.4 Assignment: RepSave may assign, transfer, or novate its rights and obligations under these Terms to any successor entity, affiliate, or purchaser of the RepSave business or the Synelo product portfolio, without requiring the prior consent of the Subscriber. The Subscriber may not assign, transfer, or sub-contract any of their rights or obligations under these Terms without the prior written consent of RepSave.

17.5 Notices: Any written notice required or permitted under these Terms should be sent to RepSave at hello@repsave.co.uk. Communication by email to that address constitutes written notice for the purposes of these Terms. Subscribers are responsible for keeping their registered email address current.

17.6 Third-party rights: These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999 or otherwise.

18. Governing Law

18.1 These Terms of Service and any dispute or claim arising out of or in connection with them, or their subject matter or formation (including non-contractual disputes or claims), shall be governed by and construed in accordance with the laws of England and Wales.

18.2 Each party irrevocably submits to the exclusive jurisdiction of the courts of England and Wales to settle any dispute or claim that arises out of or in connection with these Terms or their subject matter or formation.

18.3 These Terms were last updated on 23 May 2026. If you have any questions about these Terms, please contact us at hello@repsave.co.uk.