Terms of Service

Effective date: April 18, 2026 · Last updated: April 18, 2026

1. Agreement

These Terms of Service ("Terms") are a binding agreement between you ("you," "your," or "Customer") and SureReply ("SureReply," "we," "us," or "our"), a service operated by a limited liability company based in North Carolina, United States. By creating an account, connecting a Google Business Profile, or otherwise using the SureReply service (the "Service"), you agree to these Terms and to our Privacy Policy. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree to these Terms, do not use the Service.

2. Eligibility

You must be at least 18 years old and legally capable of entering into a contract to use the Service. The Service is intended for business use by practice owners, managers, and their authorized staff.

3. Your account

• You are responsible for maintaining the confidentiality of your account credentials, including the credentials of any staff accounts under your organization.
• You are responsible for all activity that occurs under your account.
• You must provide accurate and current information during registration and keep it updated.
• Notify us immediately at hello@surereply.ai if you suspect unauthorized access to your account.

4. The Service

SureReply is a software-as-a-service platform that helps businesses read, analyze, and respond to reviews posted to their Google Business Profile locations. Features may include, without limitation: review aggregation across multiple locations, AI-generated response drafts, response editing and approval workflows, review change detection, staff mention tracking, and reporting.

We may add, modify, or remove features from time to time. We will give reasonable advance notice of any material reduction in functionality.

5. Google integration

The Service requires you to connect one or more Google accounts that control the Google Business Profile locations you want to manage. By connecting your Google account, you authorize SureReply to access review data, business profile information, and to publish responses on your behalf, subject to the scopes you grant during the OAuth consent flow.

You are solely responsible for ensuring that you have the authority to grant this access for every Google Business Profile you connect. You are also responsible for complying with Google's Business Profile policies, including its policies on review responses.

You may revoke SureReply's access to your Google account at any time via Google's account permissions page. Revoking access will disable affected features of the Service.

6. AI-generated content

The Service uses artificial intelligence to draft proposed responses to reviews. These drafts are suggestions, not final output. You and your authorized staff are responsible for reviewing, editing, and approving any response before it is published to a Google Business Profile.

AI outputs can contain errors, inaccuracies, or statements that are inappropriate for your specific context. You agree to:

• Review every AI-generated draft before publishing;
• Not publish responses that disclose confidential patient, client, or customer information;
• Not publish responses that violate HIPAA, state privacy laws, or other applicable regulations;
• Not rely on AI-generated drafts as legal, medical, or professional advice of any kind.

You are solely responsible for every response that is published through the Service, whether authored by a human, drafted by AI, or a combination of both.

7. Your content

You retain all rights to the content you provide to the Service, including your practice profile, staff directory, tone preferences, edits to AI drafts, and responses you publish ("Customer Content"). By using the Service, you grant SureReply a limited, non-exclusive, worldwide, royalty-free license to host, process, transmit, and display your Customer Content solely as necessary to provide the Service to you.

Review content authored by third parties (for example, the text of a Google review left by one of your customers) is owned by the original author and/or Google, not by SureReply or by you. SureReply processes that content only to provide the features of the Service and as permitted by Google's API terms.

8. Acceptable use

You agree not to, and not to permit any staff or third party to:

• Use the Service to publish content that is defamatory, harassing, obscene, discriminatory, fraudulent, or otherwise unlawful;
• Publish responses that disclose protected health information or other confidential information in violation of applicable law;
• Use the Service to manipulate, fake, incentivize, or otherwise violate Google's review content policies;
• Reverse engineer, decompile, or attempt to extract the source code of the Service;
• Circumvent, disable, or otherwise interfere with security-related features of the Service;
• Use the Service to build a competing product or to benchmark it for competitive purposes without our written permission;
• Use automated means to access the Service in a way that exceeds reasonable human use;
• Resell or sublicense the Service without our written permission.

We may suspend or terminate accounts that violate this section.

9. Fees and billing

Paid plans will be billed on a recurring subscription basis, per location, at rates disclosed at the time you subscribe. Fees are charged in advance and are non-refundable except where required by law. Taxes may apply.

If a payment fails, we may suspend or downgrade your account until the balance is paid. You may cancel your subscription at any time from your account settings or by emailing us; cancellation takes effect at the end of your current billing period.

We may change pricing with at least 30 days' advance notice for existing customers. Changes apply to the next renewal after the notice period.

10. Pilot and trial terms

During our pilot phase, certain customers may access the Service at reduced or no cost, either with a fixed end date or until general availability. Pilot access is provided "as is" and may be modified or terminated at our discretion. Pilot customers will receive reasonable advance notice before any transition to paid plans.

11. Termination

You can cancel your account at any time by emailing hello@surereply.ai or through your account settings when that feature is available.

We may suspend or terminate your access to the Service, with or without notice, if: (a) you materially breach these Terms; (b) we are required to do so by law or by Google's API terms; (c) continued provision of the Service to you poses a security or legal risk to us or other customers; or (d) you fail to pay fees when due.

Upon termination, your right to use the Service ends immediately. We will handle your data per the retention and deletion provisions in our Privacy Policy. Sections of these Terms that by their nature should survive termination will survive.

12. Intellectual property

The Service, including its software, design, branding, documentation, and all related intellectual property, is owned by SureReply and its licensors. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service during your subscription, strictly in accordance with these Terms.

"SureReply" and "SureReply.ai" and the SureReply logo are trademarks of SureReply. You may not use them without our prior written permission.

We welcome feedback and suggestions. If you provide feedback about the Service, you grant us a perpetual, irrevocable, royalty-free license to use it without obligation to you.

13. Privacy

Our handling of your information is described in our Privacy Policy, which is incorporated into these Terms by reference. Please read it.

14. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE.

WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WE DO NOT WARRANT THAT AI-GENERATED CONTENT WILL BE ACCURATE, APPROPRIATE, OR FREE FROM ERROR. YOUR USE OF ANY AI-GENERATED OUTPUT IS AT YOUR SOLE RISK.

SURE REPLY IS NOT A LAW FIRM, MEDICAL PROVIDER, OR LICENSED PROFESSIONAL. NOTHING PROVIDED BY THE SERVICE CONSTITUTES LEGAL, MEDICAL, DENTAL, OR OTHER PROFESSIONAL ADVICE.

15. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, SURE REPLY AND ITS OFFICERS, EMPLOYEES, AGENTS, AND AFFILIATES WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY, ARISING FROM OR RELATED TO YOUR USE OF OR INABILITY TO USE THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

OUR TOTAL CUMULATIVE LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US FOR THE SERVICE IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR (B) ONE HUNDRED U.S. DOLLARS ($100).

Some jurisdictions do not allow the exclusion or limitation of certain damages. In those jurisdictions, our liability will be limited to the maximum extent permitted by law.

16. Indemnification

You agree to defend, indemnify, and hold harmless SureReply and its officers, employees, and agents from any claims, damages, liabilities, and expenses (including reasonable attorneys' fees) arising from: (a) your use of the Service; (b) your Customer Content; (c) any response you publish through the Service; (d) your violation of these Terms; or (e) your violation of any third-party right, including any intellectual property, privacy, or publicity right.

17. Governing law and disputes

These Terms are governed by the laws of the State of North Carolina, United States, without regard to its conflict-of-laws principles. Any dispute arising from or related to these Terms or the Service will be resolved exclusively in the state or federal courts located in Mecklenburg County, North Carolina, and you consent to personal jurisdiction in those courts.

Nothing in this section prevents either party from seeking injunctive or equitable relief to protect its intellectual property or confidential information.

18. Changes to these terms

We may update these Terms from time to time. When we make material changes, we will update the "Last updated" date and notify you by email or in the app before the changes take effect. Continued use of the Service after the effective date of the updated Terms constitutes acceptance of those changes.

19. Miscellaneous

• Entire agreement. These Terms and our Privacy Policy constitute the entire agreement between you and SureReply regarding the Service and supersede any prior agreements.
• Severability. If any provision of these Terms is found unenforceable, the rest of the Terms remain in effect.
• No waiver. Our failure to enforce any provision does not waive our right to do so later.
• Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of assets.
• Force majeure. We are not liable for delays or failures caused by events beyond our reasonable control.
• Notices. We may give notices to you via email or in-app notification. You may give notices to us at hello@surereply.ai.

20. Contact

Questions about these Terms? Email hello@surereply.ai.