Terms of Service

1. The Service

RespondPal provides done-for-you review response management. We monitor your connected Google Business Profile and Yelp Business accounts and publish professional, on-brand responses to customer reviews on your behalf, typically within 24 hours of a review posting. Specific deliverables depend on the plan you select.

2. Account Access & Your Responsibilities

To provide the service, you grant us manager or team-member access to your Google Business Profile and/or Yelp Business account. You represent that you are authorized to grant this access. You remain the owner of your accounts at all times and may revoke our access whenever you choose.

You are responsible for providing accurate business information and for the accuracy of the brand-voice preferences you submit during onboarding. You agree not to use the service for any unlawful purpose or to direct us to publish false, misleading, defamatory, or otherwise unlawful content.

3. Billing & Payment

RespondPal is billed monthly, in advance. Your subscription begins on the date of your first payment and renews automatically each month on that same date until cancelled. Your plan rate is determined by the number of locations under management.

Payments are processed securely through Stripe. By subscribing, you authorize us to charge your payment method automatically each billing period until you cancel.

4. Cancellation & Refunds

You may cancel at any time — there is no contract and no cancellation fee. To cancel, simply notify us or remove our access to your accounts.

Because the service is billed monthly in advance, cancellation stops all future billing but does not refund or prorate the current billing period. When you cancel, your service continues through the end of the month you have already paid for, and you will not be charged again. We do not issue refunds for partial months or for the current paid period.

5. Profile Cleanup Add-On

The optional Profile Cleanup add-on is a one-time service covering two things: responding to your unanswered reviews from the last 180 days, and rewriting any of your existing responses that raise privacy, tone, or compliance concerns. It is billed once, is non-recurring, and is non-refundable once the work has begun.

Cleanup is priced and scoped per location — a multi-location business is billed, and covered, separately for each one. Each location's Cleanup covers up to 30 combined review actions (new responses and rewrites together); a location with a backlog beyond that will receive a custom quote for the remainder rather than being billed the standard rate automatically.

Cleanup is completed within 2-3 weeks of starting, deliberately paced rather than done all at once. Posting or editing dozens of review responses within a short window can appear automated to Google and Yelp's own systems, even when the work is entirely legitimate — a gradual pace keeps your account activity looking like what it actually is, which protects your profile rather than slowing it down unnecessarily.

6. Service Standards

We strive to respond to every eligible review within 24 hours of it posting. Our ability to do so depends on continued, valid access to your accounts and on the availability of the underlying Google and Yelp platforms. We are not responsible for delays or interruptions caused by platform outages, changes to third-party APIs or policies, or revocation of our access.

All responses are reviewed by a human before publishing. If you are ever unhappy with a response, let us know and we will revise it.

7. What We Process — And What You Should Never Send Us

RespondPal drafts and publishes responses based only on content that is already public — the reviews posted about your business on Google and Yelp. We do not access, request, or accept patient charts, medical records, appointment details, or any other non-public health information, and we have no access to, and never connect to, your internal medical records system or practice management software.

If a review you’re asking us to respond to contains information about a patient, that information came from the patient themselves — they chose to post it publicly, and we’re working with what’s already there, not information you disclosed to us. We never receive anything from you directly about a specific patient, their care, or their records.

Because of this, RespondPal does not meet the definition of a HIPAA Business Associate, and a Business Associate Agreement is not required for this service — we’ve confirmed this position with healthcare-specific legal counsel. If you have questions about it, contact us — we’re happy to explain in more detail.

You agree not to submit patient charts, medical records, or other non-public health information to us through onboarding, brand-voice preferences, support requests, or any other channel. If you inadvertently provide us with any such information in the course of using our service, you agree to indemnify and hold RespondPal harmless from any loss, liability, claim, or expense arising from that disclosure.

8. Intellectual Property

Responses we publish on your behalf become part of your business profiles and belong to you. The RespondPal name, brand, website, software, and internal processes remain our property. Nothing in these Terms transfers ownership of our intellectual property to you.

9. Disclaimers & Limitation of Liability

The service is provided “as is.” We do not guarantee any specific outcome, including improvements in ratings, rankings, search visibility, or revenue. To the maximum extent permitted by law, RespondPal’s total liability arising out of or relating to the service is limited to the amount you paid us in the three (3) months preceding the event giving rise to the claim. We are not liable for indirect, incidental, special, or consequential damages.

10. Changes to These Terms

We may update these Terms from time to time. If we make material changes, we will notify active clients by email. Your continued use of the service after changes take effect constitutes acceptance of the updated Terms.

11. Governing Law

These Terms are governed by the laws of the State of Arizona, without regard to its conflict-of-law principles.

12. Contact

Questions about these Terms? Reach us at team@respondpal.ai.