1.Who we are
Feedbacker is a service operated by Refearly Ltd, a company registered in England and Wales.
- Company number: 17150584
- Registered office: 12 St Botolphs Road, Worthing, United Kingdom, BN11 4JQ
- Contact: hello@getfeedbacker.com
In these terms, "we", "us" and "our" mean Refearly Ltd. "You" and "your" mean the organisation that subscribes to Feedbacker.
2.These terms
These terms form a contract between us and your organisation. By creating an account, subscribing, or using Feedbacker, you confirm that you are authorised to enter into this contract on behalf of your organisation.
Feedbacker is supplied for business use only. It is not offered to consumers. The Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 therefore do not apply to this contract.
3.What Feedbacker does
Feedbacker helps healthcare organisations invite patient feedback. In summary, it:
- generates QR codes that you display in your premises
- routes a patient who scans a code to a destination you choose, most commonly your organisation's public Google Business Profile review page
- lets you create rooms and staff records so you can see which codes are being scanned and where
- reports scan counts and trends in a dashboard
What Feedbacker does not do. Feedbacker does not collect, store, or process any information about individual patients. It records that a scan occurred, at what time, and from which code. It does not record who scanned. Feedbacker does not host, display, moderate, edit, or influence the content of any review. Reviews are written by patients directly on third party platforms, and we have no access to them and no ability to change them.
Feedbacker is not a medical device, is not a clinical tool, and plays no part in patient care.
4.Your account
You are responsible for keeping your login details secure and for everything done through your account. Tell us promptly at hello@getfeedbacker.com if you believe your account has been accessed by someone who should not have access.
You are responsible for the accuracy of the information you enter, including staff names, room names, and any custom destination URLs.
5.Acceptable use
You agree that, when using Feedbacker, you will not:
(a) offer any patient anything of value in exchange for leaving a review. This includes money, vouchers, gifts, discounts, prize draws, priority appointments, or any other benefit, whether offered before or after a review is left, and whether conditional on the review being positive or not. This is prohibited by Google's policies and by the Digital Markets, Competition and Consumers Act 2024.
(b) display QR codes selectively. Codes must be available to every patient on the same terms. You must not show a code only to patients you expect to leave a positive review, or withhold it from patients you expect to be critical.
(c) ask any patient to change, remove, or withdraw a review, or arrange for anyone else to do so on your behalf.
(d) use Feedbacker to generate, solicit, or route fake reviews, or reviews from anyone who is not a genuine patient or service user of your organisation.
(e) use Feedbacker unlawfully, or in a way that breaches the terms of any third party platform a code points to.
These are not guidance. They are contractual obligations. Breaching any of them is a material breach of these terms and we may suspend or terminate your subscription immediately, without refund. We may also be obliged to cooperate with a third party platform investigating review manipulation.
6.Third party platforms
Feedbacker directs patients to third party platforms, most commonly Google. We are not affiliated with, endorsed by, or partnered with Google or any other platform. Your use of those platforms is governed by their own terms, which are between you and them.
We do not control and are not responsible for: whether a platform accepts, publishes, retains, or removes any review; how a platform calculates a rating; whether a platform changes its features, policies, or URLs; or whether a platform suspends your listing.
We do not guarantee any outcome. We do not promise that your rating will improve, that you will receive more reviews, or that you will receive any reviews at all. Results depend on your patients, your service, and where and how you display the codes. Any figures we quote from other organisations, including case studies, describe what happened for them and are not a prediction of what will happen for you.
7.Fees and payment
Subscription prices are shown on our website at the time you subscribe. As at the effective date of these terms, they are £54.99 per month, or £599.88 per year.
Refearly Ltd is not currently registered for VAT, so no VAT is charged. If we become VAT registered we will add VAT at the applicable rate and give you at least 30 days notice before it takes effect.
Payment is taken by Stripe. We do not see, handle, or store your card details at any point. Your card details are handled by Stripe under their own terms and their PCI DSS certification.
Your subscription renews automatically at the end of each billing period, monthly or annual as selected, until it is cancelled. By subscribing you authorise us to take recurring payments through Stripe.
If a payment fails, we may retry it. If payment is not received, we may suspend your access until the account is brought up to date, and may terminate the subscription if it remains unpaid.
We may change our prices. We will give existing subscribers at least 30 days written notice before a price change takes effect, and the new price will apply from your next renewal. If you do not accept the new price, you may cancel before it takes effect.
8.Cancellation and refunds
You can cancel at any time. There is no minimum term, no notice period, and no cancellation fee.
To cancel, use the subscription management area in your dashboard, or email hello@getfeedbacker.com from the address on your account.
When you cancel, your subscription remains active until the end of the period you have already paid for. You keep full access until then. It does not renew after that.
Refunds. We do not refund fees for the unused part of a billing period, whether monthly or annual. This is because you retain access for the whole of the period you paid for.
We will refund you in full where:
- you were charged as a result of an error by us or by our payment provider
- you were charged after validly cancelling
- we terminate your subscription for a reason that is not your breach of these terms, in which case we refund the unused part of the period on a pro-rata basis
Beyond those cases we may still issue a refund at our discretion. If you think you have been charged unfairly, email hello@getfeedbacker.com and we will look at it properly. We would rather sort it out directly than have you raise a chargeback.
Refunds are issued to the original payment method and typically reach you within 5 to 10 business days.
9.Your data
We handle personal data in line with our Privacy Policy, which forms part of these terms.
Feedbacker does not process patient personal data. In relation to the account and staff information you enter, we act as a data processor and you act as the data controller. We will process that data only on your documented instructions, keep it secure, and assist you with data subject requests as required by the UK GDPR.
You keep ownership of the information you put into Feedbacker. On termination you may ask us to export it in a common format, and we will provide it within 30 days of your request.
10.Availability
We aim to keep Feedbacker available and working, but we do not guarantee uninterrupted service. We may need to suspend access for maintenance, updates, or reasons outside our control, including failures at our hosting, payment, or email providers.
We do not offer a service level agreement or an uptime guarantee at this tier.
11.Our liability
Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
Subject to that, and because this is a business to business contract:
We are not liable for loss of profit, loss of business, loss of anticipated savings, loss of goodwill or reputation, loss or corruption of data, or any indirect or consequential loss.
We are not liable for anything arising from the acts, policies, or decisions of a third party platform, including the removal of reviews, changes to a rating, or suspension of a listing.
Our total liability to you in connection with this contract, in contract, tort including negligence, or otherwise, is limited to the total fees you paid us in the 12 months immediately before the event giving rise to the claim.
12.Suspension and termination by us
We may suspend or terminate your subscription immediately if you materially breach these terms, in particular section 5, if you do not pay, or if we are required to do so by law.
We may terminate for any other reason by giving you 30 days written notice, in which case we refund the unused part of your current billing period.
13.Changes to these terms
We may update these terms. If a change materially affects your rights we will give you at least 30 days notice by email to the address on your account. Continuing to use Feedbacker after the change takes effect means you accept the updated terms. If you do not accept them, you may cancel.
14.General
If any part of these terms is found to be unenforceable, the rest continues to apply.
You may not transfer your rights under these terms without our written consent. We may transfer ours, for example if the business is sold, and we will tell you if we do.
These terms are the entire agreement between us about Feedbacker, and replace anything said or written beforehand.
No third party has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
15.Governing law
These terms are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute.
16.Contact
Refearly Ltd, 12 St Botolphs Road, Worthing, United Kingdom, BN11 4JQ. Registered in England and Wales, company number 17150584.