Legal
Privacy Policy
We handle two kinds of data: information about the businesses that use our review and reputation service, and the reviews and feedback their customers leave. This policy explains what we collect, why, and how we protect it.
1.Information we collect
- Account details: name, work email, role, business name, industry, city and number of branches, provided when you sign up or contact us.
- Listing connections: the Google Business Profile, Facebook and other listings you connect, and the access tokens needed to read reviews and post approved replies.
- Review data: public reviews, ratings, reviewer display names and dates from connected platforms.
- Private feedback: messages customers send through Feedback Links, and contact details only if the customer chooses to share them.
- Usage data: pages viewed in the app, actions such as approving a reply, and basic device and browser information used for security.
2.How we use information
- To show reviews in your inbox, draft replies, find themes, send alerts and prepare reports.
- To post replies that a member of your team has approved.
- To improve reply drafts for your account based on edits your team makes.
- To provide support, send service emails such as login details and monthly reports, and keep the service secure.
3.AI processing
Review text is processed by AI models to draft replies and identify themes. Drafts are never posted without approval from a person on your team.
Our privacy check prevents phone numbers, addresses, order or invoice details and health information from appearing in public replies.
Your review data is not used to train models for other customers.
4.What we never do
- We never sell business or customer data.
- We never write, buy or post fake reviews, and never hide or remove genuine reviews.
- We never share a customer's private feedback outside your account.
6.Security
Data is encrypted in transit and at rest. Access inside your account is controlled by roles, so branch managers see only the branches assigned to them. Platform access tokens are stored encrypted and can be revoked at any time from your platform settings.
7.Retention
We keep account and review data while your account is active. After you close your account, we delete or anonymise it within 90 days, except where we must keep billing records by law.
8.Your choices and rights
- Access, correct or export your account data from the app or by writing to us.
- Ask us to delete your account and associated data.
- Disconnect any listing at any time, which stops further review collection from it.
- Customers who used a Feedback Link can ask the business, or us, to delete their message and contact details.
10.Changes to this policy
If we make material changes, we will notify account owners by email before they take effect.
Questions about this page? Write to us through the Listening Post.