Terms of Service
Last updated: 28 June 2026
These terms govern your use of NeedReview. By submitting the enquiry form, booking a call, or using the service, you agree to them. Please read them carefully.
1. About us
NeedReview is a reputation-management service operated by Rory Gray as a sole trader, based in the United Kingdom ("we", "us", "our"). You can reach us at team@needreview.co.uk.
2. What the service does
NeedReview helps you collect more customer reviews and respond to them. In short, we:
- send a review request to your customers at the right moment, by text or email
- draft a reply to each review in your voice, for you to approve
- alert you to negative reviews and provide a short monthly summary
You stay in control. Nothing is published to your review profiles without your approval, or under rules you set.
3. Founding clinics (free period)
We offer our first five founding clinics the service free of charge for 30 days while we build proof. In exchange we ask for honest feedback and, if you are happy, a review of NeedReview. After the 30-day period you may continue on a paid plan (below), or stop, with no obligation either way. We may also close the founding offer once the five spots are filled.
4. Plans, billing and cancellation
- Paid plans are Starter at £99 per month and Growth at £199 per month.
- Payments are taken monthly in advance through our payment processor, Stripe.
- Plans are rolling and monthly. There is no long-term contract.
- You can cancel at any time. Cancellation takes effect at the end of your current billing month, and you keep access until then.
- Except where the law requires otherwise, payments already made for the current month are non-refundable.
- We may change our prices with at least 30 days' notice before your next billing date.
5. Your responsibilities
- Give us accurate information and keep it up to date.
- Comply with the rules of Google and any other review platform you use through us.
- Confirm you have a lawful basis and the right to share your customers' contact details with us so we can send review requests on your behalf.
- Do not ask us to solicit reviews only from happy customers, to incentivise or pay for reviews, or to post fake or misleading reviews. We will not do any of these, as they breach review-platform rules and the law.
- You are responsible for the content published from your review profiles once you approve it.
6. Honest results
We help you collect reviews and respond to them properly. We do not promise or guarantee any particular number of reviews, search ranking, bookings or revenue. Any figures or examples on our website are illustrative. We never make clinical claims, and our drafted replies will not make guarantees about treatment outcomes.
7. Data protection
How we handle personal data is set out in our Privacy Policy. Where we process your customers' personal data to send review requests, you are the data controller and we are your data processor, acting on your instructions under a data processing agreement.
8. Intellectual property
The NeedReview name, brand, website and materials belong to us. You keep ownership of your own reviews, customer data and content. You grant us the limited permission needed to provide the service.
9. Liability
The service is provided with reasonable care and skill, but on an "as is" basis. To the fullest extent the law allows, we are not liable for indirect or consequential loss, or for loss of profits, bookings or goodwill. Our total liability to you in any 12-month period is limited to the fees you paid us in the previous 3 months. Nothing in these terms excludes liability that cannot be excluded under law, including for death or personal injury caused by negligence, or for fraud.
10. Suspension and termination
Either of us may end the agreement by giving reasonable notice. We may suspend or end the service if you breach these terms or do not pay. On termination you stop using the service and we stop processing your data, subject to the retention periods in our Privacy Policy.
11. Changes to these terms
We may update these terms from time to time. When we make material changes we will update the date above and, where appropriate, let you know.
12. Governing law
These terms are governed by the law of Scotland, and the courts of Scotland have non-exclusive jurisdiction. [Confirm or change to your home jurisdiction.]
13. Contact
Questions about these terms? Email team@needreview.co.uk.