These Terms of Service ("Terms") are an agreement between VT At Home, operating under the Rilo Review brand ("Rilo Review," "we," "us," or "our") and the business or individual purchasing, accessing, or using Rilo Review's services ("Client," "you," or "your").
By purchasing, accessing, or using Rilo Review's services, you agree to these Terms.
1. Eligibility and Authority
You must be at least 18 years old to purchase or use Rilo Review's services.
If you purchase or use our services on behalf of a company, organization, or other entity, you represent that you have authority to bind that entity to these Terms.
2. Services
Rilo Review provides services that may include review-request automation, customer communication, reputation management, customer feedback systems, review monitoring, integrations, automation, reporting, and related business services.
The exact services included in a Client's plan may be described on our website, checkout page, proposal, invoice, order form, onboarding materials, or other written agreement.
Features may be modified, replaced, improved, or discontinued from time to time.
3. No Guarantee of Results
RILO REVIEW DOES NOT GUARANTEE ANY SPECIFIC RESULT FROM THE USE OF ITS SERVICES.
The Client understands that review generation and business results depend upon numerous factors outside Rilo Review's control, including customer behavior, customer satisfaction, response rates, the Client's service quality, existing reputation, market conditions, competition, customer volume, third-party platform policies, search algorithms, and decisions made by companies such as Google or other review platforms.
Accordingly, Rilo Review does not promise or guarantee any specific:
Number of reviews
Number of positive reviews
Star rating or rating increase
Review response rate
Google ranking
Google Maps ranking
Search-engine ranking
Local search visibility
Website traffic
Leads
Phone calls
Appointments
Customers
Sales
Revenue
Profit
Conversion rate
Customer retention rate
Return on investment
Removal of negative reviews
Publication or continued display of any review
A customer's decision to leave or not leave a review is outside of Rilo Review's control.
Third-party platforms may also filter, delay, reject, remove, hide, or otherwise modify reviews or listings.
Testimonials, examples, projections, estimates, case studies, previous results, or results achieved by other clients are provided for informational purposes only and do not constitute a promise or guarantee of future results.
Fees paid to Rilo Review are payment for the services provided and are not dependent upon the Client achieving a particular number of reviews, rating, ranking, customer acquisition level, revenue level, or other business outcome unless Rilo Review expressly agrees otherwise in writing.
4. Client Responsibilities
The Client is responsible for providing accurate business and account information and for maintaining access to any accounts or integrations necessary for Rilo Review to provide the services.
The Client is also responsible for the legality, accuracy, quality, and source of customer information provided to Rilo Review.
Where the Client provides names, telephone numbers, email addresses, or other customer information, the Client represents that it has the lawful authority to provide that information and use it for the intended communications.
The Client is responsible for complying with applicable privacy, advertising, telecommunications, consumer-protection, marketing, and review laws and regulations as they apply to the Client's business.
5. Genuine Reviews and Prohibited Conduct
Rilo Review is intended to help businesses request genuine feedback from customers who have actually interacted with the business.
Clients may not use Rilo Review to create fake or misleading reviews, purchase reviews, fabricate customer experiences, impersonate customers, manipulate review ratings, require customers to provide positive reviews, compensate individuals specifically in exchange for positive reviews, use fake customer accounts, intimidate or threaten reviewers, or engage in unlawful review suppression.
Clients are responsible for complying with the rules and policies of any review platform they use.
Rilo Review may refuse, restrict, suspend, or terminate service where we reasonably believe a Client is engaging in fraudulent, deceptive, unlawful, or prohibited review practices.
6. SMS, Email, and Customer Communications
Rilo Review may facilitate text messages, emails, and other communications between Clients and their customers.
The Client is responsible for ensuring that recipients may legally be contacted for the applicable communication and for obtaining and maintaining any consent required by law, telecommunications providers, or messaging-platform policies.
Clients may not provide Rilo Review with purchased, scraped, fabricated, unlawfully obtained, or otherwise unauthorized contact lists.
Clients must honor applicable unsubscribe and opt-out requests.
Rilo Review may restrict or suspend messaging functionality if we reasonably believe a Client's messaging activity constitutes spam, unlawful communications, fraud, abuse, or another prohibited activity.
Rilo Review is not responsible for messages that are blocked, delayed, filtered, rejected, or otherwise affected by telecommunications providers, wireless carriers, email providers, or third-party technology platforms.
7. Third-Party Services
Rilo Review relies upon and may integrate with third-party platforms and services.
These may include review platforms, telecommunications providers, CRM platforms, payment processors, website providers, social media services, automation providers, and other technology companies.
Rilo Review does not own or control those third parties.
A third-party provider may change its policies, pricing, features, technical requirements, APIs, algorithms, moderation practices, or availability at any time.
Rilo Review is not responsible for interruptions, suspensions, outages, account restrictions, review removals, algorithm changes, message-delivery failures, or other actions taken by a third-party service.
8. Fees and Recurring Billing
The Client agrees to pay the fees disclosed when purchasing or subscribing to Rilo Review's services.
If the Client purchases a recurring subscription, the Client authorizes Rilo Review and its payment processor to charge the applicable payment method on file on each renewal date until the subscription is canceled.
The Client is responsible for maintaining valid and current billing information.
Failure to pay amounts when due may result in suspension or termination of services.
9. Cancellation Policy
Clients may cancel recurring Rilo Review services by contacting [email protected].
Cancellation requests must be received at least one (1) calendar day before the Client's next scheduled renewal date in order to prevent the next renewal charge.
For example, if a subscription renews on September 15, the cancellation request must be received no later than September 14.
If a cancellation request is received less than one calendar day before the scheduled renewal, the upcoming renewal charge may still be processed and the subscription may remain active through that billing period.
Cancellation stops future renewals after the applicable cancellation becomes effective.
Cancellation does not automatically entitle the Client to reimbursement for charges previously incurred or for a billing period that has already begun.
10. Refund Policy
Except where otherwise required by law or expressly promised in a separate written agreement from Rilo Review, payments are non-refundable once the applicable billing period has begun.
Rilo Review does not provide refunds solely because the Client:
Received fewer reviews than expected
Did not receive a particular star rating
Did not improve its Google ranking
Did not obtain a desired number of leads or customers
Did not achieve expected sales or revenue
Did not achieve an expected return on investment
Chose not to fully utilize the services
Nothing in these Terms limits a right that cannot legally be waived under applicable law.
11. Account Suspension and Termination
Rilo Review may suspend, restrict, or terminate services where reasonably necessary because of nonpayment, fraud, abuse, security concerns, misuse of customer information, unlawful activity, fake or manipulated reviews, violation of these Terms, violation of applicable third-party platform policies, or conduct that may expose Rilo Review or another party to legal or operational risk.
Termination does not eliminate payment obligations incurred before termination.
12. Client Content and Customer Data
The Client retains ownership of information and content that the Client provides to Rilo Review.
The Client grants Rilo Review a limited, non-exclusive right to access, host, process, transmit, reproduce, and otherwise use Client-provided information only as reasonably necessary to provide, maintain, secure, and improve the services or fulfill our obligations.
The Client represents that it has sufficient rights and permissions to provide such information.
13. Intellectual Property
Rilo Review and VT At Home retain all rights to their respective websites, branding, software configurations, systems, workflows, processes, designs, documentation, templates, written materials, and other proprietary material except where otherwise stated.
The Client may not reproduce, resell, distribute, reverse engineer, sublicense, or commercially exploit proprietary Rilo Review materials without written authorization.
14. Disclaimer of Warranties
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE."
Rilo Review disclaims warranties of any kind, whether express, implied, statutory, or otherwise, including implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement.
Rilo Review does not warrant that the services will always be uninterrupted, completely secure, error-free, compatible with every third-party platform, or available at all times.
15. Limitation of Liability
TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW, RILO REVIEW, VT AT HOME, AND THEIR OWNERS, MEMBERS, EMPLOYEES, CONTRACTORS, AGENTS, AND AFFILIATES WILL NOT BE LIABLE FOR INDIRECT, INCIDENTAL, SPECIAL, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES ARISING FROM OR RELATING TO THE SERVICES.
This includes, without limitation, alleged loss of profits, revenue, business opportunities, customers, data, goodwill, reviews, search visibility, leads, or expected savings.
Rilo Review is not responsible for losses or damages arising from customer decisions not to provide reviews, negative customer reviews, removed or filtered reviews, changes in review-platform policies, account suspensions, search-algorithm changes, telecommunications failures, customer complaints, Client-provided information, Client violations of law or third-party policies, or outages or actions of third-party providers.
TO THE FULLEST EXTENT PERMITTED BY LAW, THE TOTAL AGGREGATE LIABILITY OF RILO REVIEW AND VT AT HOME ARISING OUT OF OR RELATING TO THE SERVICES WILL NOT EXCEED THE TOTAL AMOUNT ACTUALLY PAID BY THE CLIENT TO RILO REVIEW DURING THE THREE (3) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM.
Some jurisdictions do not allow certain exclusions or limitations of liability. Where prohibited, the applicable limitation will apply only to the maximum extent permitted by law.
16. Indemnification
To the fullest extent permitted by applicable law, the Client agrees to defend, indemnify, and hold harmless VT At Home, Rilo Review, and their respective owners, members, employees, contractors, agents, and affiliates from claims, actions, damages, liabilities, judgments, losses, penalties, costs, and reasonable legal fees arising out of or relating to the Client's use of the services, Client-provided customer data, unauthorized customer communications, the Client's violation of applicable law, the Client's violation of third-party platform policies, fake or misleading reviews requested or created by the Client, or the Client's breach of these Terms.
17. Force Majeure
Rilo Review will not be responsible for delays or failures caused by circumstances reasonably outside its control, including internet outages, telecommunications failures, cloud-service failures, third-party software outages, cyberattacks, natural disasters, government actions, labor disruptions, or infrastructure failures.
18. Governing Law
These Terms are governed by the laws of the State of Texas, without regard to conflict-of-law principles.
19. Entire Agreement
These Terms, together with any applicable order form, proposal, checkout terms, or other written agreement between the Client and Rilo Review, constitute the agreement governing the Client's use of the services.
If a separately signed written agreement expressly conflicts with these Terms, the signed agreement controls with respect to that conflict.
20. Severability
If any provision of these Terms is found unenforceable or invalid, that provision will be limited or modified to the minimum extent necessary, and the remaining provisions will remain in effect.
21. No Waiver
Rilo Review's failure to enforce a provision of these Terms does not waive the right to enforce that provision later.
22. Changes to These Terms
Rilo Review may modify these Terms from time to time.
Any updated version may be posted at riloreview.com with a revised Effective Date.
Continued use of the services after updated Terms become effective constitutes acceptance of the revised Terms to the extent permitted by law.
23. Contact
Questions regarding these Terms or requests to cancel service may be submitted to:
