Terms of Service | Presence Pilot

These Terms of Service (“Terms”) are a legally binding agreement between you and Presence Pilot (“we”, “us”, “our”) for use of the Presence Pilot website, trial, and software (the “Service”). By accessing the Service, submitting a demo request, starting a free month, or paying a subscription, you agree to these Terms.

If you use the Service on behalf of a company, you represent that you have authority to bind that company. Related policies form part of this agreement: Privacy Policy, Data Deletion Policy, Cookie Policy, Acceptable Use Policy, and Refund & Cancellation Policy.

1. Agreement

If you do not agree, do not use the Service. We may update these Terms. The date at the top will change. Continued use after changes take effect constitutes acceptance, except where the law requires additional notice or consent. Material changes to paid plans will be notified in advance where practicable.

2. The Service

Presence Pilot is online reputation and presence management software. It may include review monitoring, AI-assisted review responses, review-request campaigns, listing sync across directories, reputation dashboards, alerts, and multi-location tools. Features depend on your plan and on platforms (including Google and Meta) remaining available and authorised.

We may modify, suspend, or discontinue features with reasonable notice where practicable. Third-party platforms can change APIs, rate limits, or policies without notice to us; we are not responsible for outages or restrictions imposed by Google, Meta, or other providers.

3. Accounts

You must provide accurate information and keep it current.
You are responsible for credentials, API tokens stored in your workspace, and activity under your account.
You must notify us promptly of unauthorised access.
Workspace owners are responsible for users they invite and for the businesses they connect.
The Service is intended for business use in accordance with these Terms, not for personal consumer social networking.

4. Google and Meta connections

Optional integrations let you connect Google (including Google Business Profile) and Meta (Facebook Pages and Instagram professional accounts). By connecting an account you:

Confirm you are authorised to grant the requested permissions for those locations, Pages, or profiles
Instruct us to access, store, and use platform data as described in the Privacy Policy
Agree that our use of Google user data complies with the Google API Services User Data Policy (including Limited Use), and that our use of Meta data complies with Meta Platform Terms and Developer Policies
Remain responsible for complying with Google, Meta, and other platform terms that apply to you (including policies on reviews, authentic engagement, and advertising)

We may suspend an integration if a platform requires it, if tokens are revoked, or if continued access would violate law or platform rules. Disconnecting or deleting data is described in the Data Deletion Policy.

5. Your content

You retain rights in content you submit (“Customer Content”), including business information, templates, and content you instruct us to post as replies or listing updates. You grant us a worldwide, non-exclusive licence to host, process, transmit, and display Customer Content solely to provide and secure the Service.

You represent that you have all rights needed to use Customer Content and connected-platform data in this way, and that it does not infringe others’ rights or platform rules. Public reviews originate from Google, Meta, or other sites; we do not claim ownership of those reviews.

6. AI features

AI-assisted replies and similar tools are optional aids. You are responsible for reviewing outputs before they are published, except where you explicitly enable automation. AI output may be inaccurate or unsuitable. Do not rely on it as legal, medical, or professional advice. You must not use AI features to generate fake reviews, impersonate customers, or mislead the public.

7. Fees

Standard pricing is a free first month, then £199 per month unless we agree a custom plan (multi-location, agency, or enterprise). Details are in the Refund & Cancellation Policy and on our pricing page. Fees are exclusive of VAT unless stated otherwise. Late or failed payment may lead to suspension.

8. Acceptable use

You must comply with the Acceptable Use Policy. We may suspend or terminate accounts that violate it, these Terms, or applicable law.

9. Intellectual property

The Service, including software, design, trademarks, and documentation, is owned by Presence Pilot or our licensors. We grant you a limited, non-transferable, non-exclusive right to use the Service during your subscription. You may not copy, reverse engineer (except where the law cannot be waived), resell, or frame the Service except as we expressly allow.

10. Confidentiality

Each party may receive confidential information from the other. The receiving party will use it only to perform this agreement and will protect it with reasonable care. This does not apply to information that is public, independently developed, or required to be disclosed by law.

11. Disclaimer

The Service is provided on an “as is” and “as available” basis. We do not warrant uninterrupted or error-free operation, specific search rankings, specific star ratings, or that third-party platforms will accept every listing update or reply. Except as required by law, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

Nothing in these Terms excludes liability that cannot be excluded under UK law, including for death or personal injury caused by negligence, or for fraud.

12. Liability

Subject to the previous paragraph, our total aggregate liability arising out of or in connection with the Service in any 12-month period is limited to the fees you paid us in that period (or £199 if you are in a free month and have paid nothing). We are not liable for indirect, incidental, special, consequential, or punitive loss, or for lost profits, revenue, data, or goodwill, whether in contract, tort, or otherwise, even if foreseeable.

13. Indemnity

You will indemnify and hold harmless Presence Pilot from claims, damages, and reasonable costs arising from your Customer Content, your misuse of connected Google or Meta accounts, your violation of these Terms or platform rules, or your infringement of third-party rights, except to the extent caused by our negligence or wilful misconduct.

14. Term and termination

These Terms apply from your first use until terminated. You may cancel as described in the Refund & Cancellation Policy. We may suspend or terminate immediately if you materially breach these Terms, if required by a platform or by law, or if continued service would present a security or legal risk. On termination, your licence ends. We will delete or anonymise personal data as described in the Privacy Policy and Data Deletion Policy, except where retention is required by law.

15. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that we may seek injunctive relief in any jurisdiction. If you are a consumer entitled to mandatory protections in your country of residence, those protections still apply.

16. Contact

Questions about these Terms: sales@presence-pilot.com. Privacy: privacy@presence-pilot.com.