Terms & Conditions

Redrock Rep provides subscription-based reputation management services for local businesses. Depending on the package agreed at the point of sale, services may include:

• NFC card and QR code review collection — Physical and digital tools to prompt customers to leave Google reviews.
• Google Business Profile (GBP) management — Optimisation, post scheduling, and ongoing profile maintenance.
• Review reply management — Professional responses to Google reviews on the Customer's behalf.
• Customer feedback tools — Digital tools enabling the Customer's end-customers to submit feedback and, where applicable, to be directed to third-party review platforms. Both options are presented to the end-customer on equal terms.
• Social media posting — Where included in the Order Form, creation and publication of posts on social media platforms on behalf of the Customer.
• Website build and hosting — Where included in the Customer's package or purchased as an add-on, the design, build, and ongoing hosting of a business website.
• Digital loyalty programmes — Digital loyalty cards, points or stamp programmes, rewards, automated customer notifications, and related loyalty functionality, where included in the Order Form.

The specific services included in the Customer's subscription are confirmed in the Order Form. Redrock Rep does not guarantee any specific number of reviews, star ratings, or search ranking improvements, as these are determined by third-party platforms outside our control.

Where NFC cards, stickers, signage or other materials are attached to tables, walls, counters or other surfaces with the Customer's approval, the Customer acknowledges that adhesives may leave residue, marks, discolouration or otherwise affect the underlying surface, particularly following prolonged use.

The Customer is responsible for confirming that the chosen placement and surface are suitable before installation. Redrock Rep will take reasonable care when installing any materials but cannot guarantee that installation or subsequent removal will be free from cosmetic damage.

The Customer is responsible for obtaining any necessary permission from the owner, landlord or other person responsible for the premises or surface before authorising installation of adhesive materials.

Where the Customer or its staff install, remove, reposition or modify materials after delivery, Redrock Rep accepts no responsibility for any resulting surface damage.

To the fullest extent permitted by law, Redrock Rep will not be liable for residue, marking, discolouration or damage resulting from the normal installation, use or removal of adhesive materials, except to the extent that such damage is directly caused by Redrock Rep's negligence.

Where the Customer's subscription includes a website, whether as part of an agreed package or as an optional add-on, Redrock Rep will build, host, and maintain that website for the duration of the active subscription. The website is contingent on the Customer maintaining an active, paid subscription.

Customer-supplied content

The Customer warrants that it has the right to use all logos, photographs, menu information, trademarks, text and other materials it provides to Redrock Rep for use on the website. The Customer is responsible for the accuracy of all business-specific information published on the website, including prices, menus, allergen information, opening hours and contact details. Redrock Rep accepts no liability for inaccurate information supplied by the Customer.

What maintenance includes

Website maintenance includes reasonable updates to existing content, such as changes to opening hours, contact details, menu items, and similar business information. Material redesigns, new pages, new functionality, or other work outside the original scope may be subject to an additional fee, which will be agreed in writing before work commences.

Domain registration

Unless otherwise agreed in writing, domain names are registered by Redrock Rep on behalf of the Customer. The Customer does not acquire ownership of, or an entitlement to transfer, the website design, source code, templates, hosting environment or other Redrock Rep materials unless expressly agreed in writing. On termination, the Customer may request transfer of the domain to a registrar of their choice, subject to registrar requirements and any applicable transfer fees.

Termination and file handover

If the Customer cancels their full subscription, the website will be taken offline within 14 days of the subscription end date. On written request submitted before the end date, Redrock Rep will provide the Customer with their supplied content files (text, images, and other assets provided by the Customer). If the Customer wishes to continue hosting the website without other Redrock Rep services, a standalone hosting arrangement is available at the rate published at the time of request.

Third-party dependencies and search performance

Redrock Rep is not responsible for downtime or disruption caused by domain registrars, hosting infrastructure, third-party integrations or other external services beyond our reasonable control. Website provision does not guarantee any specific Google rankings, search visibility, traffic, enquiries or sales.

No refund of any website Setup Fee will be due following termination.

Where the Services include creating or publishing content on behalf of the Customer, the Customer authorises Redrock Rep to prepare and publish reasonable content relating to the Customer's business using information and materials supplied by the Customer or otherwise approved for use.

The Customer remains responsible for the accuracy of all business-specific information, including pricing, menus, promotions, opening hours, product availability and any regulated claims. Redrock Rep will not be liable for any loss arising from inaccurate information supplied by the Customer.

Redrock Rep does not control third-party platforms including Google, Meta (Instagram and Facebook), or any other platform on which content may be published. We do not guarantee the continued availability of any platform, the reach or visibility of published content, or that any account, post, review or profile will remain live. Changes to third-party platform policies, algorithms or terms of service are outside our control.

Digital loyalty services may rely on third-party wallet platforms, device operating systems, and technology providers including Apple Wallet and Google Wallet. Redrock Rep does not guarantee that all loyalty functionality, including push notifications, wallet features or device compatibility, will remain available or operate identically across all devices or platforms, as these are subject to change by the relevant platform provider.

Customers register accounts through our sales team at the point of sale. Registration requires the following information:

• Business name and address
• Primary contact name and email address
• Google Business Profile access (where applicable)

The Customer is responsible for providing accurate information and for maintaining the security of any login credentials associated with their account.

The Customer agrees to:

• Use the Services in compliance with all applicable laws and regulations, including the UK GDPR, the Consumer Rights Act 2015, and the Digital Markets, Competition and Consumers Act 2024 (DMCC Act).
• Not use the Services to solicit, incentivise, or otherwise manipulate reviews in a manner that violates Google's review policies or applicable consumer protection law.
• Ensure that any review collection activity undertaken using Redrock Rep's tools complies with the prohibition on 'fake reviews' and 'review gating' under the DMCC Act.
• Provide Redrock Rep with timely access to any accounts, platforms, or information reasonably required to deliver the Services.

Redrock Rep will not be liable for any losses or regulatory consequences arising from the Customer's failure to comply with the above obligations.

Redrock Rep's total liability to the Customer for any claim arising under or in connection with these Terms shall not exceed the total Subscription Fees paid by the Customer in the 12 months preceding the event giving rise to the claim, or £200, whichever is greater.

Redrock Rep shall not be liable for:

• Any indirect, consequential, special, or punitive losses, including loss of revenue, profit, or reputation.
• Any failure or delay in performance caused by circumstances beyond our reasonable control, including changes to third-party platform policies (such as Google's review systems), technical outages, or acts of God.
• The removal, suppression, or rejection of reviews by Google or any other third-party platform.
• Any loss arising from the Customer's misuse of the Services or breach of these Terms.

Nothing in these Terms limits or excludes either party's liability for fraud, death or personal injury caused by negligence, or any other liability that cannot be excluded or limited by law.

The Services are provided in good faith but without warranty as to outcome. Redrock Rep does not guarantee specific results including review volumes, star ratings, or search visibility improvements.

Each party shall comply with its obligations under applicable data protection law, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Where Redrock Rep processes personal data on behalf of the Customer in providing the Services, the Customer acts as data controller and Redrock Rep acts as data processor, unless the circumstances require otherwise under applicable law. Such processing is subject to Redrock Rep's Data Processing Addendum(“DPA”), which is incorporated into and forms part of these Terms. The Customer provides general written authorisation for Redrock Rep to engage sub-processors in accordance with the DPA.

Redrock Rep may separately process personal data as an independent controller where necessary for its own legitimate business purposes, including account administration, billing, legal compliance and management of the customer relationship.

• Customer data is used solely for the purpose of delivering the Services, managing the Customer's account, and Redrock Rep's own legitimate business purposes.
• We will not sell or share Customer data with third parties for marketing purposes.
• Details of how we collect, use, store and protect personal data are set out in our Privacy Policy, available at redrockrep.co.uk/privacy.

Rolling monthly subscriptions may be cancelled by the Customer at any time. To avoid being charged for the following month, cancellation must be submitted before the next Billing Date. Cancellations received after the Billing Date will take effect at the end of the then-current billing period.

Redrock Rep may terminate a rolling monthly subscription by giving the Customer at least 30 days' written notice. Such termination will take effect at the end of the then-current billing period following expiry of the notice. No refund of any Subscription Fee already paid for a completed billing period will be due.

Redrock Rep may terminate before the Services have commenced where it reasonably determines that the Services cannot be provided as agreed due to a technical, operational or third-party platform limitation. In such circumstances, any Setup Fee or Subscription Fee paid for Services that have not been provided will be refunded in full.

Where an Order Form contains a pricing error, Redrock Rep may notify the Customer within 5 business days of the Order Form being agreed and either (a) offer a revised Order Form at the correct price, or (b) cancel the subscription with a full refund of any amounts paid. If the Customer does not accept the revised pricing, the subscription will be treated as cancelled and all amounts paid will be refunded in full.

Redrock Rep may suspend or terminate the Customer's access to the Services with immediate effect if:

• The Customer fails to make payment when due and does not remedy this within 7 days of written notice.
• The Customer materially breaches these Terms and (where the breach is capable of remedy) fails to remedy it within 14 days of written notice.
• The Customer uses the Services in a manner that is unlawful or that brings Redrock Rep into disrepute.

Upon termination, the Customer's access to the platform and all associated tools will cease. Any Setup Fee already paid is non-refundable, except where termination occurs under the pre-commencement or pricing error provisions above. Physical materials (such as NFC cards) need not be returned.

In the event of a dispute, both parties agree to first attempt to resolve the matter through good-faith negotiation. If the dispute cannot be resolved informally within 30 days, either party may refer the matter to the courts of England and Wales, whose exclusive jurisdiction both parties agree to accept.

These Terms are governed by and construed in accordance with the laws of England and Wales.

For any queries, complaints, or notices under these Terms, please contact:

Redrock Reputation Limited

Email: customerservice@redrockrep.co.uk

Website: redrockrep.co.uk