Terms of Service
These terms govern your use of the GracefulReply review reply service and website. “GracefulReply”, “we” and “us” mean the provider of the service. “You” means the dental practice that uses the service and the person who acts for it. By starting a trial, approving a draft, or giving us access to your Google Business Profile, you accept these terms on behalf of your practice and confirm that you are authorized to do so.
1. The service
GracefulReply drafts replies to the Google reviews of your practice and sends each draft to you by email. For each draft, you can approve it, edit it or skip it. Depending on how you set things up, we either post approved replies on your Google Business Profile, or give you the final text so that you can post it yourself. On days with activity, we also send you a short daily summary. If an approved reply is not confirmed as posted, we follow up after 24 hours and again after 7 days.
Our drafts follow a fixed rule: they never confirm or suggest that a reviewer is a patient, and they never mention treatment, appointments, dates, staff, prices or insurance. We are not a law firm, and we do not give legal or compliance advice.
2. Free trial
- The trial lasts 14 days from the day it starts, and we confirm the start by email.
- The trial is free. We do not ask for a card, and nothing is charged when it ends.
- After the trial, the service continues only if you choose to continue.
- We may end a trial early if we cannot provide the service for your profile, or if these terms are broken. We will tell you by email.
3. Price after the trial
The service has one monthly price per location, with no long-term contract. We tell you the price in writing before your trial starts. Before we charge you anything, we tell you the payment terms in writing, and a charge applies only if you agree to them. You can cancel at any time. We will tell you about any price change in advance.
4. Approvals
- Drafts are suggestions, and you decide what is posted. Please read each draft before you approve it.
- Replies to reviews rated 1 to 3 stars, and any reply that our safety checks flag, are never posted without your approval.
- If you edit a draft, you are responsible for the changes you make.
- When you approve a reply, you confirm that it may be published in your practice’s name.
5. Automatic posting
- We post a reply without waiting for your approval only if you have given us manager access to the profile and you have signed our auto-publish consent. Its full text is on our auto-publish consent page.
- Automatic posting covers only replies to reviews rated 4 or 5 stars that pass our safety checks, and only on the profile or profiles listed in your consent.
- You can withdraw the consent at any time by replying “stop auto-publish” to any email from us or by writing to admin@gracefulreply.com. Withdrawal takes effect within 1 business day.
- We keep a record of your consent, as the consent text and our Privacy Policy describe.
6. Your responsibilities
- You own the Google Business Profile or profiles that you ask us to cover, or the owner has authorized you to manage them and to authorize us.
- You keep ownership of your profile at all times. If you give us access, give us the Manager role, never ownership.
- You do not send us patient information. The service does not need it and is not designed to receive it. We do not sign business associate agreements (BAAs).
- You follow Google’s terms and policies for your profile, and you do not ask us to post anything false or misleading, or anything that offers a benefit in exchange for a review.
- You tell us if your contact details or your delivery preferences change.
7. Google
- GracefulReply is not affiliated with, endorsed by or sponsored by Google. Google Business Profile is free to use, and you can reply to reviews yourself at no cost.
- Google decides what appears on its services. It may filter, delay or remove reviews and replies, and it may change its products at any time. We are not responsible for Google’s decisions or for its services.
- If you give us manager access, we use it only to post replies under these terms. We do not change your business information, photos or settings.
- You can remove our access at any time in your profile settings. When the service ends, or whenever you ask, we remove our access to your profile within 7 business days.
- Google explains what profile owners should expect from outside providers in its guide to working with a third party.
8. Your content and privacy
- You keep all rights in your replies and in the other content you give us. You allow us to use your content, including replies already on your profile, only to provide the service to you.
- We do not use your content to write replies for other practices, and we do not use it to train AI models.
- Our Privacy Policy explains how we handle information, including our 30-day limit for content from Google.
9. No guarantee of results
We do not promise any change in your rating, your ranking on Google, the number of reviews you receive, or the number of patients you see. Nobody can guarantee placement on Google.
10. Ending the service
- You can stop at any time by replying “stop” to any email from us or by writing to admin@gracefulreply.com. We stop drafting within 1 business day.
- We may stop the service by telling you by email. We may stop it immediately if these terms are broken, or if continuing would break the law or Google’s policies.
- When the service ends, we remove our access to your profile within 7 business days, and we delete content from Google as our Privacy Policy describes.
- Sections 8, 9, 11 and 12 continue to apply after the service ends.
11. Disclaimer
The service is provided “as is” and “as available”. To the extent the law allows, we disclaim all implied warranties, including warranties of merchantability, fitness for a particular purpose and non-infringement. We do not promise that the service will be uninterrupted or free of errors, or that every review will be detected or answered.
12. Limitation of liability
To the extent the law allows: (a) we are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, patients or data; and (b) our total liability for all claims related to the service is limited to the amount you paid us for the service in the 12 months before the claim, or $100 if you paid nothing.
13. Changes to these terms
We may update these terms. We will post the new version on this page with a new effective date. If a change materially affects current customers, we will tell them by email before it takes effect. If you keep using the service after that, the new terms apply.
14. Contact
Email: admin@gracefulreply.com