Terms of Service

Last updated: September 2026

1. Acceptance of terms

By creating a HearBack account or using any part of the service, you agree to these Terms. If you're accepting on behalf of a business, you're confirming you have the authority to do so.

2. What HearBack does

HearBack connects to your Google Business Profile and Yelp listings, pulls in new reviews, tags them by sentiment and topic, drafts suggested replies in your brand voice, and can send win-back messages to customers you've uploaded. HearBack does not guarantee any review will be removed, that ratings will improve, or that any drafted reply is accurate or appropriate for your situation — see Section 7.

3. Accounts

You're responsible for keeping your account credentials secure and for all activity under your account. Tell us right away if you suspect unauthorized access.

4. Subscriptions, billing, and cancellation

Paid plans include a 14-day free trial where noted. After the trial, your card is billed on the plan's monthly cycle until you cancel. You can cancel anytime from your dashboard or by contacting us; cancellation takes effect at the end of the current billing period, and we don't offer partial refunds for unused time. Plan pricing and what's included is listed on our pricing page and may change with notice for future billing cycles.

5. Acceptable use

You agree not to use HearBack to post fake reviews, manipulate ratings, harass reviewers or customers, or upload customer data you don't have the right to use for outreach. We can suspend or terminate accounts that violate this.

6. Third-party services

HearBack relies on Google's and Yelp's APIs to read review data, Stripe to process payments, and other infrastructure providers to operate (see our Privacy Policy for the full list). Your use of Google Business Profile and Yelp remains subject to their own terms, and HearBack isn't responsible for outages, API changes, or policy changes on their end.

7. AI-generated drafts

Reply drafts and report summaries are generated by an AI model based on the review text and whatever context you've given us. They're suggestions, not verified facts — you're responsible for reading and approving anything before it's posted publicly under your business's name. HearBack flags reviews that mention refunds, health/safety, or legal threats for manual review, but that triage is not a substitute for your own judgment.

8. Intellectual property

HearBack and its branding are our property. You keep ownership of your business's content and any customer data you upload; you grant us a license to process it solely to provide the service.

9. Disclaimer of warranties

HearBack is provided "as is." We don't warrant the service will be uninterrupted, error-free, or that review platforms will always sync correctly.

10. Limitation of liability

To the extent permitted by law, HearBack isn't liable for indirect, incidental, or consequential damages arising from your use of the service, including reputational harm from a posted reply.

11. Termination

You can close your account at any time. We may suspend or terminate accounts that violate these Terms or that we reasonably believe pose a risk to the service or other users.

12. Changes to these terms

We may update these Terms as the product changes. We'll post the updated date above when we do.

13. Contact

Questions about these Terms: support@hearback.ai