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ServiceHQ Reviews: terms of service

The agreement between your business and us when you install the add-on.

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1. Who we are

ServiceHQ Reviews is provided by OnSpec Software Ltd, trading as ServiceHQ, a company registered inEngland and Wales, company number 17328057. Contact:support@servicehq.co.uk. By installing or using the add-on you agree to these terms.

2. What the service does

The add-on asks your customers for a Google review after a job is marked Completed in ServiceM8, by text or email from your own ServiceM8 account, or by WhatsApp if you also use ServiceHQ Chat. It sends up to two reminders to anyone who has not opened the link, and a thank-you when you confirm a review. If you connect your Google Business Profile it also shows your reviews, matches them to the customers you asked, and drafts replies for you to check and post.

3. What you need

An active ServiceM8 subscription, and a Google Business Profile for your business. Texts are sent from your own ServiceM8 account and use your ServiceM8 SMS credits, which are not included in our price. WhatsApp sending needs an active ServiceHQ Chat subscription, and Meta charges for those messages separately. If your access to ServiceM8 ends, this add-on stops working.

4. Trial, subscription and cancelling

The add-on costs £19.99 a month after a 7-day free trial. We take your card at the start of the trial, and the trial becomes a paid subscription when it ends unless you cancel first. The subscription renews monthly. Payments are handled by Stripe, and we do not store your card details.

You can cancel at any time from Manage billing in the add-on. Cancelling takes effect at the end of the month you have already paid for, and we do not refund part-months. We may change the price with at least 30 days' notice.

5. Asking for reviews fairly

Google's rules and UK consumer law (the Digital Markets, Competition and Consumers Act 2024) both forbid filtering who is asked for a review by how they feel about you. The add-on is built to ask everyone the same way, and you agree to use it that way. In particular you will not:

  • use the No Review badge, or anything else, to leave out customers because a job went badly or they might leave a poor review;
  • offer anything in return for a review, or ask for a particular rating;
  • edit the wording to ask only happy customers, or to discourage unhappy ones;
  • post replies to reviews that are false or misleading.

The No Review badge is for customers who are not yours to ask, such as work you do as a subcontractor, and for anyone who has asked you not to contact them.

6. Your other responsibilities

  • You are the sender of every message. Only ask customers you have done a job for, honour anyone who asks not to be contacted, and comply with UK data protection and electronic marketing law.
  • Keep the contact details in ServiceM8 accurate. The add-on sends to the mobile number or email on the job or client card.
  • You are responsible for the wording you choose and for any reply you post on Google, including one you post after editing a drafted reply.
  • Keep your ServiceM8 and Google logins secure.

7. Drafted replies (AI)

Drafted replies to reviews are written by AI and are suggestions only. Nothing is posted on Google until a person presses Post. AI can get things wrong, so read each draft before posting it, particularly a reply to a poor review.

8. Availability

We aim to keep the service running but do not guarantee it will be uninterrupted. It depends on ServiceM8 and Google, and on Meta for WhatsApp, and can be affected by outages, limits or policy changes at any of them. A review request may go out later than planned if a service is down, but the add-on is built so a customer is never sent the same message twice.

9. No affiliation

ServiceM8 is a trademark of ServiceM8 Pty Ltd. Google and Google Business Profile are trademarks of Google LLC. WhatsApp is a trademark of Meta Platforms, Inc. This product is independent and is not endorsed by, affiliated with, or operated by any of them.

10. Your data

How we handle personal data is set out in the ServiceHQ Reviews privacy policy, which forms part of these terms. You are the controller of your customers' data, and we act as your processor.

11. Liability

Nothing here limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, we are not liable for lost profits, lost business, lost goodwill or indirect loss, and our total liability in any 12-month period is limited to the subscription fees you paid us in that period.

The service is provided on an "as is" basis. We cannot promise that any customer will leave a review, or that a message will be delivered, since delivery depends on ServiceM8, the mobile networks and the customer's device.

12. Suspension and termination

We may suspend or end access if fees go unpaid, if the service is used in breach of these terms or of Google's policies, or if the law requires it. Where circumstances allow we will tell you first. You can stop at any time by switching review requests off and cancelling, or by removing the add-on from ServiceM8.

13. Changes to these terms

We may update these terms. If a change materially affects you we will give reasonable notice by email or in the add-on. Carrying on using the service after a change takes effect means you accept the updated terms.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. Nothing here affects the statutory rights of a consumer, though this service is intended for business use.

15. Contact

support@servicehq.co.uk. We reply within one working day.