Terms of Service

Last updated 22 August 2026

Who these terms are with

RatingPilot is a service for UK businesses that manages and replies to their online reviews. It is run from the United Kingdom by its founder, Kaiden Mackay, referred to below as "we" and "us". You can reach a person at hello@ratingpilot.co.uk.

RatingPilot is not yet trading. The registered business name and a correspondence address will be shown here, and these terms confirmed, before the service opens and before any payment is taken.

By creating an account or using the service, you agree to these terms. If you do not agree with them, please do not use RatingPilot.

Who can use RatingPilot

RatingPilot is sold to businesses, not to consumers. To open an account you must:

• be aged 18 or over,
• be acting for a business, and have authority to enter this agreement on that business's behalf, and
• own or manage the review profiles you connect, and have the right to reply on that business's behalf.

Because this is a business to business service, the consumer cancellation rights that apply to shopping do not apply here. Our own cancellation policy below is deliberately at least as generous.

What the service does

RatingPilot watches the review sites you connect, drafts a reply to each new review in your business's voice, and either holds that draft for your approval or posts it automatically, depending on the setting you choose. It also sends review requests by text and email to customers you add. Which review sites are supported changes over time as those sites open or close their doors to tools like ours, and we will always tell you which ones we support before you pay.

Your free trial

New accounts get a 14 day free trial. We will not charge you during the trial. If you cancel before the trial ends, you pay nothing at all. If you do not cancel, your plan starts at the end of the trial and the first payment is taken then.

Plans, prices and what is included

Plans are set by how many reviews we answer for you each month, not by locking features away. Current prices and the allowances included in each plan are shown on our pricing page and inside your account. Prices are in pounds sterling.

• Each plan includes a monthly allowance of reviews answered and a monthly allowance of review request texts. Email review requests are not capped.
• If you reach your review allowance, we stop drafting new replies for that month. Your reviews are still collected and saved, and drafting starts again at the beginning of the next month. We will tell you when this happens.
• If you reach your text allowance, review requests continue to go out by email to any customer who has an email address on file, and we will tell you the month's texts are used up.
• Where extra reviews can be bought beyond your allowance, the price per extra review is shown in your account before you buy, and you can set a monthly ceiling so a bill can never surprise you.

Paying

Subscriptions are billed monthly in advance by card, through our payment provider. We do not see or store your full card details. If a payment fails we will email you and try again over the following days. If it keeps failing we may pause the service until it is sorted. We will not quietly keep drafting and then send you a surprise bill.

Cancelling and refunds

You can cancel at any time from inside your account. One click, no phone call, no notice period, and nobody trying to talk you out of it. Cancelling takes effect immediately and we will not take another payment from you.

During your free trial. Cancel before the 14 days are up and you pay nothing at all. Nothing is charged, so there is nothing to refund.

After the trial. Your plan is paid monthly in advance. When you cancel, the service stops straight away and you are not charged again. We do not normally refund the remainder of a month you have already paid for, because the service was there for you to use during it.

Changing plan. Money moves both ways and it is worked out for you automatically. Move up a plan and you pay only the difference for the days left in the month, and the higher allowance applies straight away. Move down and you are credited for the part of the month you have already paid for.

When we will refund you. If the service did not work, if we charged you in error, or if something went wrong at our end, tell us and we will put it right with a refund rather than pointing at this paragraph. We would rather be out of pocket than have you feel stitched up.

What happens to your information. Your customer contacts and your voice profile are permanently deleted within 30 days of cancelling. Replies already published stay published, because they are part of your business's public record and only the review site can remove them. You can export your contacts and reply history at any time before you go.

Where the law stands on this. RatingPilot is sold to businesses, so the consumer subscription rules in the Digital Markets, Competition and Consumers Act 2024 do not apply to us. Those rules are also not due to come into force until 2027. We have chosen to work the way they require anyway: cancelling is as easy as signing up, it takes one click, and it is immediate. Making people ring up to leave is a nasty way to run a business whether or not the law forbids it.

The replies, and who is responsible for them

This is the most important section on the page, so it is in plain words.

• Replies are published in your business's name, and you are responsible for them. We draft, you publish. That is true whether you press approve yourself or whether you have switched auto-post on.
• Approval mode is the default. Nothing is published until you have read it and approved it. You can turn auto-post on, and if you do, you are accepting that drafts go live without you reading each one first. We think approval mode is the right way to start.
• Healthcare businesses are approval only. If your business is a dental practice, clinic, GP surgery, pharmacy, care home or similar, auto-post is not available at all and cannot be switched on. Public replies in healthcare carry confidentiality duties that no automatic system should be trusted with.
• Check anything that matters. Our drafts are checked automatically for the obvious risks, but automatic checks are not a lawyer and not a substitute for your judgement. If a review involves a legal threat, an injury, a child, or anything that could end up in a dispute, read the draft properly before it goes out.
• You can edit any draft before it is published, and your edits teach the system how you would rather sound.

Connecting your review accounts

To do its job, RatingPilot needs you to connect the review accounts it will manage, such as your Google Business Profile. When you do that:

• you confirm you have the right to grant that access and to reply on that business's behalf,
• you are still bound by that review site's own terms, and nothing here changes them,
• we act only on your instructions and only to provide the features described here, and
• you can withdraw our access at any time, from the review site's own settings or from inside RatingPilot.

Review sites change their rules and sometimes close their systems to tools like ours. If a site we support becomes unavailable through no fault of ours, we will tell you promptly and, if it materially changes what you are paying for, you can cancel.

Review requests, and the rules around them

Asking customers for reviews is legal and normal. Doing it badly is not. When you use our review requests you agree that:

• every customer you add has agreed to be contacted by you about their job, including being asked for a review, and you can show that if asked,
• you will not use RatingPilot to contact anyone who has opted out, and we enforce opt-outs in the software regardless,
• you will not offer payment, discounts or any other incentive in exchange for a review,
• you will not ask only your happy customers while filtering the unhappy ones out, and
• you will not post, or ask us to post, anything you know to be false.

Fake and incentivised reviews are against UK consumer law and against every review site's rules. If we find an account doing any of the above we will stop the service for that account.

What we do not promise

We are honest about the limits of what any tool like this can do.

• We cannot promise your rating will go up, that you will rank higher anywhere, or that you will win more work.
• We cannot get genuine bad reviews removed. Almost nobody can. Review sites only remove reviews that break their own rules, and the decision is always theirs.
• We cannot promise a review site will keep letting us in, because that is their decision and not ours.
• We aim to keep the service running at all times, but we do not promise it will never be unavailable, for example during maintenance or if a service we depend on fails.

Using it properly

Please do not use RatingPilot to break the law, to harass anyone, to impersonate another business, to try to extract our prompts or reverse engineer the service, or to resell it to other businesses unless you are on a plan that expressly allows that. We may suspend or close an account that does.

Your data

How we handle personal information is set out in our Privacy Policy. Where we handle personal data belonging to your customers, such as their names and phone numbers, we do so as your data processor and you remain the controller. Our Data Processing Agreement covers that relationship. It forms part of these terms, and by accepting these terms you accept it too. There is nothing separate to sign. We will be registered with the Information Commissioner's Office before we handle any customer data, and our registration number will be shown here.

Our responsibility to you

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit.

Beyond that, and because this is a business service sold at a small monthly price: we are not responsible for loss of profit, loss of business, loss of goodwill or reputation, or losses that were not reasonably foreseeable when you signed up. Our total responsibility to you for any claim is limited to the amount you paid us in the 12 months before it arose.

You are responsible for what is published in your business's name, and for making sure the customers you add have agreed to be contacted.

Changes

We may change the service and these terms as the product develops. If a change matters to you, we will email you before it takes effect. If we raise the price of your plan, we will give you at least 30 days' notice and you can cancel before the new price applies. The date at the top of this page changes whenever the terms do.

Ending the agreement from our side

We can close an account if it breaks these terms, if payment fails repeatedly, or if we stop offering the service. Except where an account is being closed for serious misuse, we will give reasonable notice and refund anything you have paid for a period you will not now get.

The legal bits

These terms, together with the privacy policy and the data processing agreement, are the whole agreement between us. If any part of them turns out to be unenforceable, the rest still stands. If we do not enforce something straight away, that does not mean we have given up the right to. Nobody other than you and us can enforce these terms.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Getting in touch

Email hello@ratingpilot.co.uk and a person will answer. If something has gone wrong, tell us before you tell a court. We would much rather fix it.