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.
• Private feedback system — A channel to capture dissatisfied customer feedback privately before it reaches public platforms.

The specific services included in the Customer's subscription are confirmed in the sales order or written proposal agreed between the parties. 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.

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.

Redrock Rep processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Our Privacy Policy, available at redrockrep.co.uk, sets out full details of how we collect, use, store, and protect personal data.

• Customer data is used solely for the purpose of delivering the Services and managing the Customer's account.
• We will not sell or share Customer data with third parties for marketing purposes.
• Customers have the right to access, rectify, or request deletion of their personal data by contacting us at the address in Section 13.

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 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. 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