Terms and Conditions

Last updated: 4 November 2026

This is a translation of the Dutch original. In the event of any discrepancy, the Dutch version prevails.

ReplyHero is a service of NorthernLights Solutions BV. These terms apply to the use of ReplyHero. The other services of NorthernLights Solutions are governed by the general terms and conditions on northernlights.solutions.

Article 1. Definitions

• NorthernLights Solutions: NorthernLights Solutions BV, having its registered office at Tabakvest 87, bus 4857, 2000 Antwerpen, Belgium, enterprise number 1037471022, VAT number BE1037471022.
• ReplyHero: the online service of NorthernLights Solutions that uses artificial intelligence (AI) to draft replies to Google reviews and, depending on the selected settings, to post them.
• Customer: the natural person or legal entity that, acting in the course of a trade, business or profession, creates an account or takes out a subscription.
• Location: a Google Business Profile or establishment that the customer connects to ReplyHero.
• Reply: a response to a review drafted by ReplyHero.

Article 2. Applicability

These terms apply to all use of ReplyHero and to every agreement between NorthernLights Solutions and the customer relating to ReplyHero. The customer's general terms and conditions do not apply.

ReplyHero is intended exclusively for professional use. By creating an account, the customer confirms that it is acting in the course of a trade, business or profession.

Article 3. Account and connection to Google

The customer provides accurate and complete information, keeps its login credentials confidential and is responsible for all activities carried out through its account.

To use ReplyHero, the customer connects one or more Google Business Profiles. The customer warrants that it is authorised to manage these profiles and to grant ReplyHero access to them for that purpose.

The customer may revoke ReplyHero's access at any time via the settings of its Google account. ReplyHero will then no longer be able to retrieve or reply to reviews for that location.

Article 4. The service

ReplyHero retrieves new reviews from the connected locations, uses AI to draft a reply in the tone and language chosen by the customer, and posts or displays that reply in accordance with the working method the customer selects for each location, insofar as that method is available in the service:

1. automatic posting;
2. automatic posting after a waiting period, during which the customer can edit the reply or post it itself;
3. posting only after the customer has approved the reply.

New reviews are processed periodically. Replies are generally posted within one day, but NorthernLights Solutions does not guarantee any time frame.

The number of replies per month depends on the chosen plan. Paid plans are priced per location: the customer takes out a plan for one or more locations, and the allowances of all locations in the subscription are added together. Once the limit has been reached, further reviews will only be answered in the next month or after an upgrade.

In addition to the paid plans, there is a free plan (Free). The free plan is free forever and includes 1 location and 3 posted replies per month. On the free plan, each reply is posted only after the customer has approved it. NorthernLights Solutions may change or discontinue the free plan, provided the customer is informed a reasonable period in advance.

NorthernLights Solutions may improve and modify ReplyHero. Any change that materially limits the service will be notified to the customer in advance.

Article 5. Content of replies and responsibility of the customer

Replies are drafted automatically by AI. ReplyHero follows instructions to reply factually, respectfully and without fabricated information, but a reply may nevertheless contain inaccuracies or wording that does not suit the customer.

The customer is responsible for the replies posted on behalf of its business, including where it chooses automatic posting without prior review. The customer can always edit or delete posted replies itself via Google.

The customer shall not use ReplyHero for misleading, unlawful, offensive or discriminatory content and shall comply with Google's rules for business profiles and reviews. ReplyHero only replies to existing reviews and cannot be used to write or influence reviews.

In the event of misuse, NorthernLights Solutions may suspend or terminate access to ReplyHero.

Article 6. Prices and payment

The prices of the paid plans apply per location and are the prices shown on the website at the time the subscription is taken out. All prices are exclusive of VAT and are payable in advance.

Payment is made via the payment service Stripe, monthly or yearly in advance at the customer's choice. With yearly payment, the customer pays in advance for twelve months at the price of ten months. If the customer changes its plan or the number of locations during the term, Stripe settles the difference pro rata on the next invoice. If a payment is not made, NorthernLights Solutions may suspend the service until the payment has been received.

Price changes will be notified at least 30 days in advance. The customer may terminate the subscription with effect from the date on which the new price takes effect.

Replies not used within a month expire at the end of that month.

Article 7. Term and termination

A paid subscription runs on a monthly or yearly basis, depending on the chosen billing period, and is tacitly renewed for the same period each time.

The customer may terminate at any time via the customer portal in ReplyHero. Termination takes effect at the end of the current billing period, after which the account falls back to the free plan. No refund is given for the current period.

NorthernLights Solutions may terminate a subscription by giving 30 days' notice, or with immediate effect in the event of a serious breach by the customer.

After a paid subscription ends, the limits of the free plan apply. If the account is closed, ReplyHero will no longer post replies and data are deleted as described in the privacy policy.

Article 8. Availability and third-party services

NorthernLights Solutions endeavours to ensure that ReplyHero works properly and without interruption, but does not guarantee uninterrupted or error-free operation.

ReplyHero depends on third-party services, such as the Google Business Profile API, the provider of the AI model and the hosting providers. Changes or disruptions at those parties may affect the operation of ReplyHero.

NorthernLights Solutions does not guarantee any results, such as a higher rating, more reviews, more bookings or more revenue.

Article 9. Intellectual property

NorthernLights Solutions retains all rights to ReplyHero, including the software, the design and the texts. For the duration of its subscription, the customer is granted a non-exclusive and non-transferable right to use ReplyHero.

The customer may freely use the replies that ReplyHero drafts for it.

Article 10. Personal data and data processing agreement

NorthernLights Solutions is the controller for the customer's own data, such as account details and billing information. See the privacy policy.

For the data contained in reviews on the customer's business profile, such as a reviewer's name and text, the customer is the controller and NorthernLights Solutions acts as processor. For that processing, this article constitutes a data processing agreement within the meaning of Article 28 of the General Data Protection Regulation (GDPR):

1. NorthernLights Solutions processes these data solely to provide the service and in accordance with the customer's instructions, as recorded in its settings.
2. Persons who have access to the data are bound by confidentiality.
3. NorthernLights Solutions takes appropriate technical and organisational security measures, including encrypted connections, encrypted storage of access tokens and access restriction per account.
4. The customer grants general authorisation for the engagement of the sub-processors listed in the privacy policy. NorthernLights Solutions notifies any new sub-processor in advance; the customer may object and, in that case, terminate the subscription.
5. NorthernLights Solutions assists the customer with requests from data subjects and notifies a personal data breach without undue delay after becoming aware of it.
6. After the subscription ends, NorthernLights Solutions deletes these data within 30 days, unless a statutory retention obligation applies.
7. On request, NorthernLights Solutions provides the information necessary to demonstrate compliance with this article.

Article 11. Liability

NorthernLights Solutions is liable only for direct damage caused by gross negligence or wilful misconduct.

NorthernLights Solutions is not liable for indirect damage, such as loss of profit, lost revenue or reputational damage, for the content of replies that the customer has had posted (automatically), or for disruptions in third-party services.

Liability is limited in total to the amount the customer paid for ReplyHero in the twelve months preceding the event giving rise to the damage.

Article 12. Amendments and disputes

NorthernLights Solutions may amend these terms. Amendments will be notified at least 30 days in advance. If the customer does not agree, it may terminate with effect from the date on which the amendment takes effect.

All agreements are governed by Belgian law. The parties will first attempt to resolve any dispute amicably. If this fails, the court of Antwerp has exclusive jurisdiction.

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