Terms, in plain language
This page summarises how we work. Before any paid engagement, clients receive full written terms and both sides agree them — nothing here replaces that agreement. Last updated 27 October 2026.
The service
ReplyWell provides drafting of replies to publicly posted customer reviews, and related reporting. Drafts are prepared with AI assistance and human-checked. The business owner (or their nominated approver) approves every reply before use and is responsible for the factual accuracy of anything approved.
Posting and authorization
We post replies only when a client has authorized it in writing, and only the exact text the client approved. Authorization is given through Google Business Profile manager access granted by the client; we never request or accept passwords. The client may withdraw authorization at any time, which ends all posting immediately.
Prohibited practices
We do not create, purchase, incentivize, gate or filter reviews, and we refuse instructions to do so — including asking only satisfied customers for reviews. If a client insists on a prohibited practice, we may end the engagement. These rules reflect Google's policies, US FTC rules and the UK's DMCCA 2024.
No guarantees
We guarantee the work described — drafts delivered on the agreed schedule, in the agreed voice, for your approval. We do not and cannot guarantee search rankings, ratings, review volume, revenue or any other business outcome.
Payment and cancellation
Prices are as shown on the pricing page (currently launch test prices) and confirmed in writing before work starts. Payment is by Payoneer request. Monthly plans run month-to-month and may be cancelled by either side by email; there are no cancellation fees. One-time work is payable as agreed in the written confirmation.
Data
Client working files are handled as described in our privacy policy and deleted within 30 days of the end of an engagement, or sooner on request.
A note on this summary
This summary is provided for transparency. Liability and governing-law provisions are set out in the full written terms provided before any engagement; if anything here differs from those signed terms, the signed terms apply.