Terms of Service

Contracting party

These terms are between the business accepting them and Feedback Portal, the operator of FeedbackPilot. Questions can be sent to support@feedbackpilot.co.uk.

Who these terms apply to

These terms apply to businesses and people acting for a business that access or use FeedbackPilot. You must be at least 18 and have authority to accept these terms for the business you represent. FeedbackPilot is not offered for personal or household use.

The service

FeedbackPilot helps local service businesses collect private feedback, prepare owner-reviewed request drafts, log public reviews, manage testimonial permission, and track service improvements. FeedbackPilot does not send customer messages or post public content on a user's behalf. Features and limits may vary by plan.

Accounts and access

You must provide accurate account information, keep login details secure, and tell us promptly if you believe an account has been accessed without permission. You are responsible for activity performed through your account and for ensuring that each person using the workspace has appropriate permission. Accounts and workspace access must not be shared outside the authorised business team.

Subscriptions, trials, and payment

Prices, billing intervals, plan limits, trial terms, and any promotional conditions are shown before checkout. Where a trial converts to a paid subscription, the renewal date and charge are shown before you start it. Subscriptions renew automatically until cancelled. You can cancel through the billing portal, and cancellation takes effect at the end of the current paid period unless the law requires otherwise. Payments are non-refundable except where the checkout terms or applicable law provide otherwise. Prices exclude taxes unless stated, and we may change prices for a future renewal after reasonable notice.

Customer data and privacy

You retain ownership of the information you add to FeedbackPilot. You give FeedbackPilot a limited right to host, copy, process, and transmit that information only as needed to provide, secure, support, and improve the service and to meet legal obligations. You are responsible for having a lawful basis to add and use customer information, keeping it accurate, respecting opt-outs, and responding to privacy or deletion requests relating to data you control. Do not upload information that is unnecessary for the service.

The Privacy Notice explains FeedbackPilot's own processing. Where FeedbackPilot processes customer personal data for your business, the Data Processing Addendum applies.

Responsible review management

You must not use FeedbackPilot for fake reviews, review gating, incentives, coercion, misleading requests, or selective invitations based on whether feedback is positive. Public review opportunities must remain neutral. You remain responsible for complying with each review platform's rules and for reviewing every message before it is sent.

Testimonial permission

You must obtain and retain appropriate permission before publishing customer words as a testimonial. A customer may limit or withdraw permission, and you are responsible for stopping or removing uses that are no longer permitted.

Acceptable use

You must not use the service unlawfully, attempt to access another workspace, interfere with security or availability, probe or bypass access controls, upload malicious content, copy or reverse engineer protected parts of the service except where the law permits it, or use customer data for harassment, discrimination, deception, or unsolicited messaging.

FeedbackPilot intellectual property

FeedbackPilot and its licensors retain all rights in the service, software, design, documentation, and brand materials. Subject to these terms and payment of applicable fees, we grant you a limited, non-exclusive, non-transferable right to use the service for your internal business operations. Suggestions or feedback you provide may be used to improve FeedbackPilot without payment or restriction, provided we do not identify you publicly without permission.

Third-party services

FeedbackPilot relies on third-party services for functions such as hosting, authentication, payments, and email delivery. Those services may have their own terms and privacy notices. We are not responsible for third-party services that you choose to connect to or access separately, but we remain responsible for our own obligations under these terms.

The providers used to deliver the service are listed on the Subprocessor List.

Confidentiality

Each party may receive non-public information that a reasonable person would understand to be confidential. The receiving party must use it only for the relationship under these terms, protect it with reasonable care, and disclose it only to people who need it and are bound by confidentiality obligations. This does not cover information that is public through no breach, already known lawfully, independently developed, or received lawfully from another source.

Availability and service changes

We aim to keep FeedbackPilot reliable and secure, but uninterrupted or error-free availability cannot be guaranteed. We may make reasonable changes to maintain security, comply with law, improve functionality, or retire features that are no longer practical to support. We will give reasonable notice of material changes that significantly reduce paid functionality where reasonably possible.

Suspension and termination

We may restrict or suspend access where reasonably necessary to address a security risk, non-payment, unlawful use, or a serious breach of these terms. We will normally give notice and an opportunity to resolve the issue unless urgent action is needed. You may cancel billing through the customer portal and request account deletion through support. We may end the service or these terms on reasonable notice, subject to refunding any prepaid fees for a period we do not provide where appropriate.

Data after termination

You should export information you need before cancelling or deleting an account. After termination, workspace data may remain available for a limited period for recovery, billing, dispute handling, or legal obligations before it is deleted or anonymised. Backup copies expire on a separate controlled schedule. Permission, billing, and audit evidence may be retained where reasonably necessary or legally required.

Warranties and disclaimers

FeedbackPilot is provided on an as-available basis. To the fullest extent permitted by law, we do not promise that the service will be uninterrupted, error-free, or suitable for every business process. FeedbackPilot supports record-keeping and manual decisions. It does not guarantee review volume, rankings, revenue, customer retention, or regulatory compliance.

Liability

Nothing in these terms excludes liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud, or fraudulent misrepresentation. Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue, goodwill, or anticipated savings. To the fullest extent permitted by law, FeedbackPilot's total liability arising from the service in any 12-month period is limited to the fees paid or payable for the service during that period.

Changes to these terms

We may update these terms to reflect changes to the service, law, or business operations. We will provide reasonable notice of material changes. Changes normally apply from the stated effective date. If you do not agree to a material change, you should stop using the service and cancel before it takes effect.

Governing law and disputes

These terms and any non-contractual obligations arising from them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, unless another mandatory law requires otherwise. Before starting formal proceedings, each party should try in good faith to resolve the dispute through the support contact.

General terms

Neither party may assign these terms without the other's consent, except that FeedbackPilot may assign them as part of a merger, reorganisation, or sale of the relevant business or assets. If one provision is unenforceable, the remaining provisions continue. A delay in enforcing a right is not a waiver. These terms, the Privacy Notice, the Data Processing Addendum where applicable, and the checkout terms form the entire agreement about the service. Nothing creates a partnership, agency, employment, or joint venture. Neither party is responsible for delay caused by events beyond reasonable control.