Terms of Service

These Terms of Service govern your access to and use of Localblend, including our website, applications, browser extension and related services (together, the “Service”).

Localblend is a registered Australian business name operating under ABN 64 609 878 035.

Throughout these Terms, “Localblend”, “we”, “us” and “our” refer to the provider of the Service. “You” and “your” refer to the person or organisation that creates an account, purchases a subscription or otherwise uses the Service.

By creating an account or using the Service, you agree to these Terms.

Our Privacy Policy, Acceptable Use Policy and Cancellation & Refund Policy also apply to your use of the Service.

1Who May Use the Service

You must be at least 18 years old and legally capable of entering into these Terms.

If you use the Service on behalf of a company or other organisation, you confirm that you have authority to bind that organisation to these Terms.

You are responsible for ensuring that your use of the Service complies with laws and regulations applicable to you and your business.

2Your Account

You are responsible for keeping your login credentials secure and for activity carried out through your account.

You must provide accurate account information and keep it reasonably up to date.

If your account permits you to invite employees, contractors or other users, you are responsible for managing their access and for their use of the Service.

Our support staff can access your account where reasonably necessary to investigate a problem you have reported, to provide support or to keep the Service secure. That access is limited to staff who need it and is recorded.

Please contact us promptly at [email protected] if you believe your account has been compromised.

3Customer Content

You may submit, upload, connect, generate or otherwise make information available through the Service, including business information, text, responses, files, customer information and other material (“Customer Content”).

You retain ownership of your Customer Content.

You give us a limited, non-exclusive licence to host, copy, transmit, process and otherwise use Customer Content only as reasonably necessary to:

• provide and operate the Service;
• perform actions you request;
• secure, maintain and troubleshoot the Service;
• comply with law; and
• exercise our rights under these Terms.

This licence ends when the relevant Customer Content is deleted from our systems, subject to reasonable backup, legal and record-retention requirements.

You represent that you have the rights and permissions necessary to provide Customer Content to us and to instruct us to process it.

4Connected Services

The Service may allow you to connect accounts or information from third-party services, including business directories, review platforms, social networks, communications providers and other software platforms (“Connected Services”).

You are responsible for ensuring that:

• you are authorised to connect each Connected Service;
• you have permission to access and manage the relevant business, account or data; and
• your use of the Connected Service complies with that provider's terms and policies.

Connected Services are operated independently of us.

Their APIs, functionality, availability, permissions, rate limits and policies may change or be discontinued without our control.

We do not guarantee that a particular integration will remain available indefinitely.

Where a Connected Service restricts or removes access, we may modify, suspend or discontinue the affected integration.

5Reviews and Third-Party Content

The Service may display, analyse, organise or assist you with responding to reviews or other content originating from third-party platforms.

Unless expressly stated otherwise, that third-party content is not created by us and remains subject to the rights and rules of the platform or author from which it originated.

You must not use the Service to fabricate reviews, impersonate customers, misrepresent customer sentiment, manipulate ratings or otherwise engage in misleading review practices.

In particular, when you ask for reviews:

• every customer you ask must be offered the same public review link, whatever their experience or rating;
• you must not offer payment, discounts or any other incentive in exchange for a review, or for changing or removing one; and
• you must only ask people who have genuinely used your business.

These rules reflect review platforms' own policies and laws such as the US Federal Trade Commission's rule on the use of consumer reviews and testimonials.

The Service is built not to offer review gating, and you must not use it, or combine it with other tools, to filter which customers are asked or directed to post a public review.

You remain responsible for any response, communication or other content ultimately published on your behalf.

6Review Requests and Your Customers

The Service can send review requests to your customers by email and, where enabled, by text message.

When you upload customer details or send review requests, you confirm that:

• the details are yours to use, and you have any consent or other lawful basis required where your customers live;
• you will honour opt-outs and unsubscribe requests promptly; and
• you will comply with the laws that apply to your messages where your customers live.

Those laws include, in the United States, the CAN-SPAM Act and the Telephone Consumer Protection Act, which can require your customer's prior consent before you text them; in Canada, Canada's Anti-Spam Legislation (CASL), which generally requires your customer's consent before you email or text them; and in Australia, the Spam Act 2003 (Cth).

Text messages are currently sent through an agency's own messaging account, such as its Twilio account, for the businesses that agency manages. The agency is responsible for that account, its charges, and any sender or brand registration its messages require.

You remain responsible for your customers' information. We handle it on your behalf, as described in our Privacy Policy.

7Agencies and Client Workspaces

If you use an agency account to manage other businesses (your “clients”):

• you must have each client's permission to manage its workspace and its information;
• you are responsible for what you and your staff do in your clients' workspaces;
• you are responsible for telling your clients about the parts of these Terms that affect them;
• any agreement between you and your clients, including what you charge them, is between you and them; and
• if you present the Service under your own branding, you remain responsible for how you describe it to your clients.

Your agency subscription pays for the client workspaces you actively manage.

A client's information belongs to the client's business, not to the agency. If a client stops working with you, or your agency subscription ends, the client keeps its workspace and its information. A client workspace that no one is paying for becomes read-only until the client takes out its own plan or an agency manages it again.

8AI-Assisted Features

Some features may use artificial intelligence or machine-learning systems to generate, analyse, summarise, classify or suggest content.

AI-generated output may be inaccurate, incomplete or unsuitable for your circumstances.

You are responsible for reviewing AI-generated content before relying on it, publishing it or sending it to another person.

You must not treat AI-generated output as professional legal, financial, medical or other regulated advice.

Where third-party AI providers are used, information necessary to perform the requested feature may be transmitted to those providers in accordance with our Privacy Policy.

We may modify or replace AI models and providers as the Service evolves.

9The Reply Assist Browser Extension

Reply Assist is an optional browser extension that helps you post a reply you wrote or chose in Localblend on the review site where the review was left.

Reply Assist fills in your reply. It never presses Post or submits anything on your behalf; you do that yourself on the review site.

Your use of each review site remains subject to that site's own terms, and the reply you post is yours.

Review sites change their pages from time to time. If a change stops Reply Assist from working on a site, you can still copy your reply and post it yourself, and we may change or withdraw support for that site.

10Acceptable Use

You must comply with our Acceptable Use Policy.

Among other things, you may not use the Service unlawfully, interfere with its security, distribute harmful material, misuse third-party platforms, manipulate reviews or use the Service to infringe another person's rights.

Where reasonably possible, we will give you notice and an opportunity to remedy an issue before restricting your account.

We may act immediately where necessary to protect users, third parties, the Service or our legal obligations.

11Subscriptions and Billing

Access to paid features requires a paid subscription.

Current plans, features and pricing are displayed on our website or during checkout.

Unless stated otherwise, subscription fees are charged in advance on a recurring monthly or annual basis.

By starting a paid subscription, you authorise our payment provider to charge the payment method associated with your account for recurring fees and applicable taxes until you cancel.

Your subscription automatically renews at the end of each billing period unless you cancel it.

We do not offer a free trial.

Instead, eligible first-time purchases are covered by our 30-day money-back guarantee as described below and in our Cancellation & Refund Policy.

Some plans include a number of locations (or, for agencies, client locations) and charge for each additional one. Adding or removing locations changes what you pay: the difference for the rest of the current billing period is charged or credited on your next invoice.

We may change our prices from time to time.

Where a price change affects an existing paid subscription, we will provide reasonable advance notice before the new price takes effect. You may cancel before that change applies.

Payment processing is provided by Stripe. We do not ordinarily store your full payment-card details.

12Usage Allowances and Top-Up Bundles

Each plan includes a monthly allowance for features that cost us money to provide, such as AI-drafted replies.

When an allowance runs out, the feature pauses until the allowance resets or you buy more. We will not bill you for going over an allowance unless you choose to buy more.

Extra allowance can be bought as a one-off top-up bundle. Bundles are used after your plan's own allowance and carry over while they last.

Top-up bundles are not covered by the 30-day money-back guarantee and are not refundable once used, except where a refund is required by law.

1330-Day Money-Back Guarantee

Your first paid subscription purchase is covered by a 30-day money-back guarantee.

If you are not satisfied with the Service, you may request a full refund within 30 days of the date of your initial subscription payment by contacting [email protected].

If your request is eligible, we will refund the subscription amount paid for that initial purchase to the original payment method.

Unless we expressly state otherwise:

• the guarantee applies only to your first paid subscription purchase;
• the 30-day period begins on the date of your initial payment;
• subscription renewals do not start a new 30-day guarantee period;
• cancelling your subscription does not automatically request a refund; and
• you must contact us within the 30-day period if you want to claim the guarantee.

We may decline a claim where we reasonably determine that the guarantee is being abused, including repeated attempts to obtain introductory refunds through multiple accounts.

Nothing in this guarantee limits any right or remedy available to you under the Australian Consumer Law or another law that cannot lawfully be excluded.

14Cancellation and Refunds

You can cancel your subscription at any time.

Unless you request and qualify for a refund under our 30-day money-back guarantee or are otherwise legally entitled to a refund, cancellation stops future renewal and you may continue using the paid Service until the end of your current paid billing period.

Our Cancellation & Refund Policy explains cancellation, the 30-day money-back guarantee and other refund circumstances in more detail.

Nothing in these Terms or our Cancellation & Refund Policy excludes any refund, remedy or other right that cannot lawfully be excluded.

15Taxes

Prices are displayed inclusive or exclusive of taxes as indicated at checkout.

You are responsible for taxes associated with your purchase except for taxes imposed directly on our income.

Where required by law, we may calculate, collect and remit GST or other applicable taxes.

16Changes to the Service

We expect the Service to change over time.

We may add, remove or modify features as we develop the product, respond to customer feedback, accommodate third-party platform changes or address operational, security or legal requirements.

We will try to provide reasonable notice before making a material change that significantly reduces core functionality of a paid Service.

There may be circumstances where advance notice is not practical, including urgent security issues, legal requirements or third-party platform changes outside our control.

17Availability

We aim to operate a reliable Service, but no internet service is available without interruption.

Unless we expressly agree otherwise in writing, we do not provide a service-level agreement or guarantee a particular uptime percentage.

Maintenance, technical failures, internet outages, third-party providers and events outside our reasonable control may occasionally affect availability.

18Security

We use technical and organisational measures intended to protect the Service and Customer Content.

Our current approach is described in our Security Policy.

No online system is completely secure, and we cannot guarantee that unauthorised access or security incidents will never occur.

You are also responsible for using appropriate security measures, including protecting your credentials, controlling user access and securing devices used to access the Service.

19Privacy

We handle personal information as described in our Privacy Policy.

Where you submit personal information relating to employees, customers, reviewers or other third parties, you are responsible for ensuring that you have an appropriate legal basis or permission to collect and provide that information.

20Intellectual Property

Except for Customer Content and third-party material, the Service, software, website, branding, designs and related intellectual property belong to us or our licensors.

These Terms give you a limited, non-exclusive, non-transferable right to access and use the Service for its intended purpose while your account remains active.

They do not transfer ownership of our intellectual property to you.

You may not copy, modify, sell, licence, reverse engineer or commercially exploit the Service except where permitted by law or where we have expressly agreed in writing. Agencies may provide the Service to their clients as an agency plan allows.

21Feedback

If you send us ideas, suggestions or feedback about the Service, we may use that feedback without restriction or payment to you.

This does not give us ownership of your Customer Content.

22Suspension

We may temporarily restrict or suspend access where we reasonably believe this is necessary because:

• you have materially breached these Terms or the Acceptable Use Policy;
• fees remain overdue after reasonable notice;
• your account creates a material security risk;
• your use materially disrupts the Service;
• we reasonably suspect fraud, unlawful conduct or unauthorised access;
• a third-party platform requires us to do so; or
• we are required to act by law.

Where the circumstances reasonably allow it, we will explain the reason and provide an opportunity to resolve the problem.

23Termination

You may stop using the Service and close your account at any time.

We may terminate your account where you materially breach these Terms and fail to remedy that breach within a reasonable period after receiving notice.

We may terminate immediately where the breach cannot reasonably be remedied, where serious unlawful or abusive conduct has occurred, or where continued access would create a material security, legal or operational risk.

We may also discontinue the Service entirely. If we discontinue a prepaid paid Service before the end of a paid period for reasons unrelated to your breach, we will provide an appropriate refund or credit for the unused portion, subject to applicable law.

24Data After Cancellation or Termination

Before closing your account, you should export any Customer Content you wish to retain where export functionality is available.

After your subscription ends, we keep your Customer Content so you can pick up where you left off if you come back. You can ask us to delete it at any time, and we will do so in accordance with our Privacy Policy, unless we are legally required to retain it.

Once information has been permanently deleted, it may not be recoverable.

25Third-Party Services and Links

The Service may contain links to or integrate with products operated by third parties.

We do not control those third parties and are not responsible for their services, terms, security, content or privacy practices.

Your use of a third-party service is governed by your agreement with that provider.

26Australian Consumer Law

Nothing in these Terms excludes, restricts or modifies any consumer guarantee, right or remedy under the Australian Consumer Law or any other law that cannot lawfully be excluded, restricted or modified.

Where our liability for a failure to comply with a statutory guarantee can lawfully be limited, our liability may, at our option and to the extent permitted by law, be limited to supplying the relevant Service again or paying the reasonable cost of having the Service supplied again.

27Disclaimers

To the maximum extent permitted by law, and subject to the rights described above:

• the Service is provided on an “as available” basis;
• we do not guarantee that every feature will always be available or error-free;
• we do not guarantee particular commercial outcomes, rankings, ratings, leads, revenue, review outcomes or third-party platform performance; and
• information and AI-generated content provided through the Service should be independently reviewed where appropriate.

Nothing in this section limits rights that cannot legally be limited.

28Liability

To the maximum extent permitted by law, neither party will be liable to the other for indirect, incidental, special or consequential loss that was not reasonably foreseeable when these Terms were entered into.

For claims for which liability can lawfully be limited, our total aggregate liability arising from the Service will not exceed the greater of:

• the amount you paid us for the Service during the 12 months immediately before the event giving rise to the claim; or
• US$100.

This limitation does not apply where liability cannot lawfully be limited or excluded.

Nothing in these Terms limits liability for fraud, wilful misconduct or any other liability that the law does not permit us to limit.

29Your Responsibility for Misuse

You are responsible for losses reasonably incurred by us to the extent they result directly from your unlawful use of the Service, your material breach of these Terms or Customer Content that you did not have the right to provide.

You are not responsible under this section for losses caused by our own negligence, breach of these Terms or unlawful conduct.

30Transferring These Terms

We may transfer our rights and obligations under these Terms, including by assignment or novation, to a company or other entity that takes over the operation of the Service, such as a company we establish to operate Localblend, or as part of a sale or restructure of the business.

We will notify you of any such transfer. It will not reduce your rights under these Terms, and your subscription, Customer Content and settings will continue with the new operator.

You may not transfer your rights or obligations under these Terms without our written consent.

31Changes to These Terms

We may update these Terms as our Service or legal obligations change.

For minor changes, we may update the date at the top of this page.

If we make a material change that adversely affects existing customers, we will provide reasonable notice by email, within the Service or through another appropriate method before the change takes effect, unless an urgent legal or security reason requires otherwise.

Continued use after the effective date of an updated version constitutes acceptance of the updated Terms.

32Governing Law

These Terms are governed by the laws of Australia and the laws applicable in New South Wales.

The parties submit to the courts of New South Wales and courts entitled to hear appeals from them.

Nothing in this section prevents a consumer from relying on any jurisdictional rights available under applicable law.

33Contact

Questions about these Terms can be sent to:

Localblend
ABN 64 609 878 035
[email protected]
localblend.io

Effective 10 October 2026.