What businesses and agencies can and cannot do with TripleReviews.
Why this policy exists.
This policy protects your customers, the businesses that use TripleReviews, and the review platforms everyone relies on. It is part of our Terms of Service and applies to every account, including agencies managing clients.
Messaging only people who agreed to hear from you.
Only add people who gave your business permission to contact them by text or email. Remove anyone who asks not to be contacted, in any way. Do not upload bought, rented or scraped contact lists. Texts need the customer's prior written agreement to get texts from your business, given before the first text (verbal agreement alone is not enough), and that agreement never covers another business.
No filtering who gets asked for a public review.
Every eligible customer gets the same invitation with the same review link. Do not use the Service, or any setting, workaround or outside tool, to decide who is asked for a public review based on how happy they seem.
No rewards, discounts or gifts tied to public reviews.
Do not offer or give money, discounts, gifts, entries or any other reward in exchange for a public review, or for changing or removing one. Do not offer anything in exchange for a video testimonial either.
This includes automations: do not use the events TripleReviews sends to your own tools (webhooks, Zapier, Make), such as "Customer clicked the Google button" (or any review button), to send offers, coupons or rewards to people who reviewed you.
TripleReviews checks the words you can edit (reply templates, replies you post to Google, the questions on your video page, and your sender and business name, which every review request shows) and won't save wording that offers something for a review or a video, such as a discount, a gift card, a coupon, money, points or a prize draw. Making things right in a reply, such as "We refunded the visit", is fine. If it stops you by mistake, change the wording or write to info@triplereviews.com.
Customers write their own words.
Customers write their own reviews. Do not post reviews for customers, write reviews about your own business, ask employees, owners, shareholders, family or friends to post reviews, or pay anyone to post them.
Ask only people who really bought from you or had work done, and only about a recent experience: Trustpilot, for example, means about the last 12 months, so we hide the Trustpilot button for experiences older than 12 months. Do not collect public reviews on your own devices, such as a tablet or phone at the counter; customers post from their own. Do not pressure anyone to write, change or delete a review, and do not ask anyone to change or remove a review after you fixed their problem.
What messages and replies cannot contain.
Messages and replies must be honest and respectful. Do not send content that is misleading, harassing, hateful, sexual, or illegal, or that reveals a customer's private information, such as their address, account details or health information, in a public reply. Replies posted to Google through TripleReviews must also follow Google's policies.
Frequency, quiet hours and volume.
Do not try to get around our sending rules, including quiet hours, frequency limits, reminder limits or STOP handling. Do not use TripleReviews to send marketing campaigns or messages unrelated to a completed job, visit or order, and do not change texts away from the wording registered for your business or add offers or promotions to them.
Account sharing, scraping and misuse.
Do not share logins, access other accounts, probe or overload our systems, scrape the Service, or use it to build a competing product. Connect only Google Business Profiles that you own or manage.
What happens when this policy is broken.
If this policy is broken, we may pause sending, remove content, suspend or close the account. Where reasonable, we will warn you first. Serious or repeated violations may lead to immediate suspension without a refund.
How to tell us about misuse.
If you see TripleReviews being misused, including a message you did not agree to receive, email info@triplereviews.com. We review every report.
Where to send questions.
Questions about this policy: info@triplereviews.com.