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Acceptable use policy

What you can and cannot do with ReputationFlow. These rules exist to keep your Google profile safe, not to make life difficult.

Last updated 3 September 2026 Dictate Digital Pty Ltd · ABN 98 665 807 705

This policy forms part of our Terms of Service. Breaching it is grounds for suspension or closure of your account.

Most of what follows is not our preference — it is the law, or it is Google's policy. Businesses that ignore these rules get their reviews wiped, their profiles suspended, or a letter from the ACCC. We would rather you did not.

You may only send review requests to people you are lawfully allowed to contact.

Under the Spam Act 2003 (Cth) that means either:

  • Express consent — they gave you their number or email and agreed you could contact them; or
  • Inferred consent — you have a current and genuine business relationship, such as a job you just completed for them.

You must not upload:

  • Purchased, rented or scraped contact lists
  • Contacts from another business's database
  • Contacts harvested from directories, social media or public listings
  • People who have never been your customer
  • Anyone who has previously unsubscribed

For the Goldmine Campaign — where we contact your past customers — inferred consent weakens over time. We will not run a campaign to contacts older than 24 months without discussing it with you first, and we run a compliance check before anything sends.

2. Google's review policies

Google prohibits several practices outright. Using ReputationFlow to do any of them is a breach of this policy:

No incentivised reviews

You must not offer discounts, entries into a draw, free products, gift cards, or anything else of value in exchange for a review. This applies whether the incentive is for any review or only for a positive one. It is prohibited by Google and, in Australia, offering a benefit for a positive review without disclosing it can breach the Australian Consumer Law.

No review gating

You must not survey customers first and send the Google link only to the happy ones. This is explicitly prohibited by Google. Our platform is deliberately built so it cannot do this — every eligible customer gets the same request.

No fake reviews

You must not solicit reviews from staff, family, friends, contractors, suppliers or anyone else who was not genuinely a customer. Do not write reviews for your own business. Do not pay for reviews. The ACCC has taken enforcement action over fake reviews and the penalties are serious.

No competitor attacks

Do not use ReputationFlow, or ask us to help, in leaving negative reviews on a competitor's profile or mass-reporting their genuine reviews.

3. Message content

Every message we send on your behalf must:

  • Clearly identify your business
  • Include a working opt-out (we add this automatically)
  • Be honest and not misleading

Messages must not contain:

  • Any suggestion of what rating to leave
  • Pressure, guilt or repeated chasing
  • Offensive, discriminatory or misleading content
  • Confidential details about the customer's affairs
  • Anything unrelated to requesting feedback — this is not a marketing channel

You approve every template before it goes live, and we will decline to send anything that breaches this policy.

4. Contact frequency

  • One request per customer per job
  • A maximum of one follow-up reminder, then we stop
  • No re-asking a customer who has already reviewed you
  • No re-asking within 6 months, even for a new job, unless you explicitly enable it
  • Nothing sends outside local business hours

5. Unsubscribes

A reply of STOP, or clicking unsubscribe, removes that person permanently and immediately from all future sending. This suppression:

  • Applies across your entire account, not just one campaign
  • Cannot be reversed by re-uploading the contact
  • Is retained indefinitely, as the law requires

Asking us to override a suppression is an immediate breach of this policy.

6. Data you upload

You must not upload:

  • Sensitive information — health, financial, government identifiers, or the categories listed in our Privacy Policy
  • Data you are contractually or legally prohibited from sharing
  • Data belonging to another business without their authority

You remain responsible for the lawfulness of the data you provide. We process it on your instructions.

7. Platform use

You must not:

  • Share your login with people outside your business
  • Resell or sublicense access without a written agreement with us
  • Attempt to reverse engineer, scrape or overload the platform
  • Use the platform to send anything other than review requests

8. How we enforce this

If we believe you have breached this policy:

  1. First, we ask. Most breaches are honest mistakes and we will contact you to sort it out.
  2. We may pause sending while we look into it, to protect your profile and our sending reputation.
  3. For serious or repeated breaches — fake reviews, purchased lists, incentives, gating — we will close the account immediately and without refund of the current period.

We would rather lose a client than help a business do something that gets its Google profile wiped or lands it in front of a regulator.

9. Reporting a concern

If you believe a ReputationFlow client is breaching this policy, or you have received a message you should not have, email info@reputationflow.com.au. We investigate every report and will confirm receipt within 2 business days.

Plain-English note. We have tried to write these documents so a normal person can read them. If anything here is unclear or seems unfair, email info@reputationflow.com.au and we will explain it or fix it. Nothing in these terms is intended to remove rights you have under the Australian Consumer Law.