Terms of Service

Last Updated: February 2026

Disclaimer: This is a template generated for initial launch operations. Review with a qualified solicitor before publishing to ensure complete alignment with your specific technical architecture and data flows.

Welcome to Surrey Sentinel. These Terms of Service ("Terms") constitute a legally binding commercial agreement between you, the business user ("you", "your", or "Customer"), and Surrey Sentinel, a business operated as a sole trader in England and Wales ("we", "us", or "our").

Business Name: Surrey Sentinel Contact Email: hello@surreysentinel.co.uk

By registering for an account, accessing the dashboard, or utilizing any features of the Surrey Sentinel platform, you confirm that you have read, fully understood, and explicitly agree to be bound by these Terms. If you are entering into these Terms on behalf of a hospitality venue, restaurant group, or other legal corporate entity, you represent and warrant that you possess the requisite legal authority to bind such entity to these Terms. As Surrey Sentinel is strictly a business-to-business (B2B) service provider, statutory consumer protection legislation—including mandatory cooling-off periods and consumer cancellation rights—does not apply to this commercial agreement.

Description of the Service
Account Registration and Authentication Security
Subscription Terms and Billing Mechanics
Refund Policy and Payment Failure Protocols
Acceptable Use and User Obligations
Artificial Intelligence (AI) Features and Strict Liability Disclaimers
Intellectual Property Rights and Data Ownership
Limitation of Liability and Indemnification
Term, Cancellation, and Account Termination
Third-Party Services and Infrastructure Integrations
Governing Law and Dispute Resolution
General Commercial Provisions

1. Description of the Service

Surrey Sentinel operates as a specialized Software as a Service (SaaS) platform engineered exclusively for the hospitality industry. Operating under the ethos of providing "Insurance for your good name," we deliver a suite of digital tools encompassing online review aggregation, advanced sentiment analysis, and the automated generation of AI-drafted replies to customer feedback (collectively defined as the "Service"). The Service is accessed entirely via our proprietary web-based interface. Because the Service is subject to continuous agile development, we explicitly reserve the right to modify, add, or deprecate specific features, algorithms, or user interfaces at our sole discretion to enhance overall platform performance and security.

2. Account Registration and Authentication Security

To access and utilize the Service, you must register for a commercial account by providing accurate, complete, and current operational information. We utilize Google OAuth integration to provide a seamless and highly secure authentication process.

Accurate Business Representation: You must provide the true, verifiable legal name of your business and accurate operational details during onboarding.
Absolute Security Responsibility: You bear sole and absolute responsibility for maintaining the strict confidentiality of your account credentials and any authentication tokens. You agree to notify our support team immediately of any actual or suspected unauthorized use of your account. We will not be held liable for any data loss, reputational damage, or financial injury arising from your failure to adequately safeguard your login environment.

3. Subscription Terms and Billing Mechanics

Surrey Sentinel operates on a recurring commercial subscription model, billed either monthly or annually in advance based on your selected tier. All payment processing, card vaulting, and recurring billing execution is securely handled by our authorized payment infrastructure partner, Stripe.

Authorized Recurring Billing: By providing your corporate payment information to the platform, you legally authorize us (acting through Stripe) to automatically charge your designated card on a recurring basis (either monthly or annually) according to the precise commercial parameters of the plan you selected.
Automatic Renewal Operations: Your subscription will automatically and continuously renew at the end of each designated billing cycle unless you proactively cancel the subscription via your dashboard prior to the scheduled renewal date.
Price Adjustment Rights: We reserve the right to adjust our subscription pricing to reflect market conditions or newly introduced features. We will provide you with a minimum of thirty (30) days' written notice via email before any price adjustments take effect. If you do not agree to the revised pricing, your sole and exclusive remedy is to cancel your subscription before the commencement of the next billing cycle.
Taxation: All advertised fees are entirely exclusive of Value Added Tax (VAT) and any other applicable local or regional sales taxes. Such taxes will be automatically calculated and added to your final invoice where mandated by prevailing tax legislation.

4. Refund Policy and Payment Failure Protocols

We believe in fostering straightforward, highly transparent commercial practices with our hospitality partners. Our strict refund parameters and payment failure protocols are explicitly detailed below as a core component of these Terms:

Strict No Prorated Refunds Policy: In strict alignment with standard B2B software industry practices and Stripe operational logic, we categorically do not offer refunds, credits, or charge reversals for partial months of service. Furthermore, we do not offer prorated refunds for annual subscription plans that are cancelled prior to the expiration of their twelve-month term. When you initiate a cancellation, you will simply retain full, unimpeded access to the Service until the natural expiration of your current paid billing period.
Free Trial Parameters: Should you enroll in a promotional free trial period, your payment method will not be charged until the exact minute the trial period expires. If you cancel prior to the trial concluding, no charges will be applied to your card. We do not entertain refund requests for forgotten trial cancellations once the paid operational period formally commences.
Payment Failures and Automated Retries: If your primary payment method fails upon renewal (e.g., due to insufficient funds, an expired card, or aggressive bank fraud filters), Stripe's automated machine-learning retry logic will attempt to securely process the payment up to three (3) distinct times over a standard timeframe. During this grace period, we will dispatch automated dunning email reminders urging you to update your billing details.
Automated Account Suspension: If the requisite payment cannot be secured after the automated retry schedule fully concludes, your account will be immediately and automatically suspended. All access to review aggregation dashboards and AI drafting tools will be strictly restricted until the outstanding account balance is successfully settled.
Chargebacks and Friendly Fraud: We treat fraudulent chargebacks as a severe breach of commercial trust. If you initiate a chargeback or dispute with your issuing bank or credit card provider without first attempting to resolve the billing issue directly with our support team, we reserve the absolute right to immediately terminate your account permanently. We will aggressively dispute all such chargebacks using your platform activity logs, IP address history, and login timestamps as definitive evidence of service delivery.

5. Acceptable Use and User Obligations

Surrey Sentinel is architected to assist you in efficiently managing genuine, organic customer feedback. We strictly adhere to the rigorous guidelines set forth by the United Kingdom Competition and Markets Authority (CMA) regarding the authenticity of online reviews.

You explicitly agree that you will not under any circumstances use the Service to:

Manipulate Review Ecosystems: Commission, submit, procure, or actively facilitate fake, fraudulent, or synthetic reviews for your own business or to maliciously target your commercial competitors.
Suppress Authentic Feedback: Unlawfully suppress, hide, or technologically manipulate genuine negative customer experiences in an attempt to present a mathematically distorted view of your business to the general public.
Violate Statutory Laws: Process customer data or publish content that violates the UK General Data Protection Regulation (UK GDPR), infringes upon the intellectual property rights of third parties, or breaches any applicable local, national, or international legislation.
Harm Platform Infrastructure: Attempt to reverse-engineer the Service codebase, upload malicious code or trojans, deliberately bypass our API rate limits, or deploy automated web-scraping tools to extract bulk data from the platform interface.

Any violation of this Acceptable Use Policy constitutes a severe, material breach of these Terms and will result in the immediate, non-negotiable termination of your account without eligibility for any refund.

6. Artificial Intelligence (AI) Features and Strict Liability Disclaimers

A highly complex core feature of Surrey Sentinel involves the algorithmic generation of suggested replies to customer reviews utilizing advanced generative artificial intelligence models. While we continuously strive to provide high-quality, professional, and contextually relevant text drafts, you acknowledge and agree to the following strict operational limitations:

Mandatory Human Oversight: Artificial intelligence-generated text is probabilistic and may occasionally contain factual inaccuracies, misinterpretations of customer tone, or inappropriate phrasing (hallucinations). The AI-generated drafts provided by the platform are delivered strictly as unverified suggestions.
Your Strict Legal Liability: You, the business user, are solely and entirely responsible for reviewing, editing, and verifying the absolute accuracy and appropriateness of any AI-generated reply before you authorize its publication to public review platforms (e.g., Google Business Profile, TripAdvisor).
Total Disclaimer of Reliance: We expressly and categorically disclaim any and all liability for reputational damage, direct financial loss, or subsequent legal claims arising from your decision to publish AI-generated content. You must never rely upon the AI tools to provide legal, medical, financial, or crisis-management advice to your customers.

7. Intellectual Property Rights and Data Ownership

Our Proprietary Technology: We retain all right, title, and interest (including all global intellectual property rights, copyrights, and patents) in and to the Surrey Sentinel platform, the underlying source code, the artificial intelligence integration algorithms, the user interface design, and any improvements or modifications made to the Service over time. Nothing contained within these Terms grants you any form of ownership interest in our underlying technology.
Your Business Data: You retain all intellectual property rights and ownership to the business data, customer details, and original review text that you connect or import into the Service ("Customer Data").
Broad License to Process: By utilizing the Service, you grant us a worldwide, non-exclusive, fully transferable, and royalty-free license to host, process, and display your Customer Data strictly for the operational purpose of providing the Service to you. Crucially, this includes the right to feed your data into our artificial intelligence models to generate reply drafts and to utilize aggregated, anonymized data to improve the platform's core algorithms. We guarantee that we will never sell your raw Customer Data to third-party data brokers.

8. Limitation of Liability and Indemnification

This section severely limits our legal and financial liability to your business. Please read it with the utmost care.

"As Is" Service Provision: The Service is provided entirely on an "as is" and "as available" basis. To the absolute maximum extent permitted by English law, we explicitly disclaim all warranties, whether express or implied by statute or common law. This includes, but is not limited to, implied warranties of satisfactory quality, fitness for a particular commercial purpose, and non-infringement. We do not and cannot guarantee that the Service will operate uninterrupted, be entirely error-free, or remain completely impervious to cyber security threats.
Total Exclusion of Indirect Damages: Under no circumstances whatsoever shall Surrey Sentinel, its employees, contractors, or service partners be held liable for any indirect, incidental, special, consequential, or punitive damages. This exclusion applies extensively to, without limitation, the loss of anticipated profits, loss of gross revenue, loss of business opportunity, severe reputational damage, or the loss of digital data arising out of or in connection with your use or inability to use the Service.
Absolute Liability Cap: To the maximum extent permitted by applicable law, our total, aggregate financial liability to you for any and all claims arising out of or relating to these Terms, or your utilization of the Service, shall be strictly capped and shall not exceed the total cumulative amount of subscription fees actually paid by you to us in the twelve (12) months immediately preceding the specific event giving rise to the legal claim.
Preservation of Statutory Rights: Nothing contained within these Terms shall seek to limit or exclude our legal liability for death or personal injury directly caused by our proven negligence, or for instances of fraud or fraudulent misrepresentation on our part.

9. Term, Cancellation, and Account Termination

Cancellation Initiated by You: You possess the right to cancel your active subscription at any time by utilizing the billing management portal within your account settings dashboard. Upon successful cancellation, you will not be billed for any future monthly or annual billing cycles. Your account infrastructure will remain fully active and accessible until the exact end of the current period for which you have already submitted payment.
Termination Initiated by Us: We reserve the unilateral right to instantly suspend or permanently terminate your account, without prior notice or eligibility for a refund, if we reasonably and objectively suspect that you have violated these Terms (most notably the Acceptable Use Policy), repeatedly failed to pay outstanding subscription fees, or engaged in erratic conduct that materially threatens the security, stability, or integrity of our cloud platform.
Data Retention Post-Termination: Upon the termination or natural expiration of your subscription, your access to the platform interface will immediately cease. We reserve the right to systematically delete your account data and historical records in accordance with our internal data retention schedules and the stipulations of the UK GDPR, unless we are legally mandated by a court order or regulatory body to retain it.

10. Third-Party Services and Infrastructure Integrations

The Surrey Sentinel platform relies heavily on deep integrations with third-party service providers to function effectively. These integrations include Stripe (for payment processing), Google OAuth (for authentication protocols), Baserow (for underlying database infrastructure), and PostHog (for product usage analytics).

You acknowledge that we are not responsible for the performance, uptime guarantees, or data handling practices of these independent third-party platforms. Any service interruptions, data latency, or operational failures directly caused by these external providers will not constitute a legal breach of these Terms, and we explicitly exclude all liability for commercial damages resulting from third-party infrastructure outages.

11. Governing Law and Dispute Resolution

Exclusive Jurisdiction: These Terms, and any non-contractual obligations or disputes arising out of or in connection with their formation or execution, shall be exclusively governed by and strictly construed in accordance with the laws of England and Wales.
Designated Courts: The courts of England and Wales shall maintain exclusive jurisdiction to settle, arbitrate, or adjudicate any dispute or legal claim arising out of or in connection with these Terms, or your commercial use of the Surrey Sentinel platform.

12. General Commercial Provisions

Entire Commercial Agreement: These Terms represent the entire, finalized agreement between you and Surrey Sentinel regarding the use of the Service, completely superseding any prior verbal agreements, email communications, or marketing materials.
Clause Severability: If any specific provision or clause of these Terms is found to be legally unlawful, void, or unenforceable by a court of competent jurisdiction, that specific provision will be deemed severable from the document and will not negatively affect the validity and ongoing enforceability of the remaining commercial provisions.
Non-Waiver of Rights: Our failure or delay to strictly enforce any specific right or provision of these Terms at any time will not be legally construed as a permanent waiver of those rights.
Dynamic Updates to Terms: We expressly reserve the right to periodically update or modify these Terms to accurately reflect changes in our technological service, operational capabilities, or shifting legal and regulatory requirements. We commit to notifying you of material, significant changes via direct email or an unmissable in-app notification. Your continued, active use of the Service following the effective date of the updated Terms constitutes your explicit legal acceptance of the revised framework.

These Terms of Service are effective as of February 2026 and apply to all users of Surrey Sentinel.