Privacy Policy

1. Introduction

ReplyHero ("we," "our," or "us") is committed to protecting your privacy. This Privacy Policy explains how we collect, use, disclose, store, retain, and delete your information when you use our AI-powered review response platform and related services (collectively, the "Service").

ReplyHero is a software application that helps businesses manage and respond to customer reviews across multiple platforms, including Google Business Profile. Our Service uses artificial intelligence to generate professional review responses that you can review, edit, and publish.

By accessing or using our Service, you agree to this Privacy Policy. If you do not agree with the terms of this Privacy Policy, please do not access the Service.

2. Information We Collect

2.1 Personal Information

We collect personal information that you voluntarily provide when you register for an account, including:

• Full name and email address
• Business name, address, and contact information
• Payment and billing information (processed securely by our payment provider)
• Account credentials (password stored in encrypted form)
• Communication preferences and settings

2.2 Google Business Profile Data

When you connect your Google Business Profile account to ReplyHero, we access and collect the following data through the Google Business Profile API (also known as Google My Business API):

• Business Information: Your business name, address, phone number, website, business hours, and business category as listed on your Google Business Profile
• Customer Reviews: Reviews posted by customers on your Google Business Profile, including the reviewer's display name, star rating, review text, and date of the review
• Review Responses: Existing responses you have posted to reviews, and new responses created through our Service
• Location Data: Information about your business locations if you manage multiple locations

We access this data solely to provide you with our review management and response generation services. We do not access any other Google account data beyond what is necessary to deliver our Service.

2.3 Other Review Platform Data

When you connect other review platforms (such as Yelp, TripAdvisor, or Facebook), we collect:

• Customer reviews from those platforms
• Review responses you create or approve
• Business profile information from those platforms
• API access tokens required for integration

2.4 Automatically Collected Information

We automatically collect certain information when you use our Service:

• Device information (browser type, operating system, device type)
• IP address and approximate geographic location
• Usage data including pages visited, features used, and time spent on the Service
• Cookies and similar tracking technologies (see Section 9)

3. How We Use Your Information

We use the information we collect for the following purposes:

3.1 Service Delivery

• Retrieve and display customer reviews from your connected platforms
• Generate AI-powered review response suggestions based on review content
• Post approved review responses to your Google Business Profile and other connected platforms on your behalf
• Provide analytics and insights about your reviews and responses

3.2 Account Management

• Create and manage your account
• Process transactions and send related billing information
• Send administrative messages, updates, and security alerts
• Respond to your comments, questions, and support requests

3.3 Service Improvement

• Monitor and analyze usage patterns to improve our Service
• Develop new features and functionality
• Detect, prevent, and address technical issues and security threats

3.4 Legal Compliance

• Comply with applicable laws, regulations, and legal processes
• Enforce our terms of service and protect our rights

4. Google API Services User Data Policy Compliance

ReplyHero's use and transfer of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements.

4.1 Limited Use Disclosure

In accordance with Google's Limited Use requirements, we affirm that:

• Limited Use: We only use Google user data to provide and improve the ReplyHero review management service. We do not use this data for any other purpose.
• No Transfer to Third Parties: We do not transfer Google user data to third parties unless necessary to provide our Service, required by law, or with your explicit consent. We do not sell Google user data.
• No Use for Advertising: We do not use Google user data for serving advertisements, including retargeting, personalized, or interest-based advertising.
• No Human Access Without Consent: We do not allow humans to read Google user data unless you have provided affirmative consent, it is necessary for security purposes, to comply with applicable law, or for our internal operations where the data has been aggregated and anonymized.

4.2 Data Access Scope

We request only the minimum Google API scopes necessary to provide our Service:

• Access to read reviews on your Google Business Profile
• Access to post review responses on your behalf
• Access to basic business profile information

5. How We Share Your Information

We may share your information in the following limited circumstances:

• Service Providers: With trusted third-party vendors who perform services on our behalf, including cloud hosting (e.g., Amazon Web Services, Google Cloud), payment processing (e.g., Stripe), and analytics. These providers are contractually obligated to protect your information.
• Review Platforms: To post responses to reviews on Google Business Profile and other connected platforms, as explicitly authorized by you.
• AI Processing: Review content is processed by AI language models to generate response suggestions. This processing is done securely and the data is not retained by the AI provider beyond the immediate processing request.
• Business Transfers: In connection with a merger, acquisition, or sale of assets, your information may be transferred. We will notify you of any such change.
• Legal Requirements: When required by law, subpoena, or legal process, or to protect our rights, safety, or property.
• With Your Consent: For any other purpose with your explicit consent.

We do not sell, rent, or trade your personal information or Google user data to third parties for their marketing purposes.

6. Data Storage and Security

We implement robust technical and organizational security measures to protect your information:

• Encryption: All data is encrypted in transit using TLS 1.2 or higher. Sensitive data is encrypted at rest using AES-256 encryption.
• Access Controls: Strict access controls limit employee access to user data on a need-to-know basis.
• Secure Infrastructure: Our Service is hosted on enterprise-grade cloud infrastructure with SOC 2 compliance.
• Regular Audits: We conduct regular security assessments and vulnerability testing.
• API Token Security: OAuth tokens and API credentials are stored securely and can be revoked at any time.

While we implement these safeguards, no method of transmission over the Internet or electronic storage is 100% secure. We cannot guarantee absolute security but are committed to protecting your data to the best of our ability.

7. Data Retention and Deletion

7.1 Retention Periods

We retain your information for the following periods:

• Account Information: Retained while your account is active and for up to 30 days after account deletion to allow for recovery.
• Review Data: Retained while your account is active. Deleted within 30 days of account deletion or disconnection of the review platform.
• Google API Data: Retained only as long as necessary to provide the Service. Deleted within 30 days of revoking access or account deletion.
• Usage Analytics: Aggregated and anonymized data may be retained indefinitely for service improvement.
• Billing Records: Retained for up to 7 years as required for tax and legal compliance.

7.2 How to Delete Your Data

You can delete your data in the following ways:

• Disconnect Platforms: You can disconnect your Google Business Profile or other platforms at any time from your account settings. This will stop data syncing and delete stored review data within 30 days.
• Delete Account: You can delete your entire account from your account settings. This will permanently delete all your data within 30 days.
• Request Deletion: Contact us at privacy@replyhero.co to request deletion of specific data or your entire account.
• Revoke Google Access: You can revoke ReplyHero's access to your Google account at any time through your Google Account permissions settings.

8. Your Rights and Choices

Depending on your location, you may have the following rights regarding your personal information:

• Access: Request a copy of the personal information we hold about you.
• Correction: Request correction of inaccurate or incomplete information.
• Deletion: Request deletion of your personal information (subject to legal retention requirements).
• Portability: Request your data in a portable, machine-readable format.
• Objection: Object to certain types of processing.
• Restriction: Request restriction of processing in certain circumstances.
• Withdraw Consent: Withdraw consent at any time where processing is based on consent.

To exercise these rights, please contact us at privacy@replyhero.co. We will respond to your request within 30 days.

9. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience:

• Essential Cookies: Required for the Service to function (authentication, security).
• Analytics Cookies: Help us understand how users interact with our Service.
• Preference Cookies: Remember your settings and preferences.

You can control cookies through your browser settings. Disabling essential cookies may prevent you from using certain features of our Service.

10. Third-Party Services

Our Service integrates with the following third-party services:

• Google Business Profile API: To access and manage your Google reviews and responses.
• Other Review Platforms: Such as Yelp, TripAdvisor, and Facebook for review management.
• AI Language Models: To generate review response suggestions.
• Payment Processors: To process subscription payments securely.
• Cloud Infrastructure Providers: For hosting and data storage.

Each of these services has their own privacy policies. We encourage you to review their policies. Our Service may also contain links to third-party websites that we do not control.

11. Children's Privacy

Our Service is intended for business use and is not directed to individuals under the age of 18. We do not knowingly collect personal information from children under 18. If we become aware that we have inadvertently collected personal information from a child under 18, we will take steps to delete that information promptly.

12. International Data Transfers

Your information may be transferred to and processed in countries other than your country of residence, including the United States. These countries may have different data protection laws. When we transfer your information internationally, we implement appropriate safeguards such as Standard Contractual Clauses to ensure your information remains protected in accordance with this Privacy Policy.

13. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes in our practices, technology, legal requirements, or other factors. When we make material changes, we will notify you by email (if you have an account) and by posting a prominent notice on our Service at least 30 days before the changes take effect. The "Last updated" date at the top of this policy indicates when it was last revised.

Your continued use of the Service after any changes constitutes acceptance of the updated Privacy Policy.

14. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy or our privacy practices, please contact us:

We aim to respond to all privacy-related inquiries within 30 days.