Privacy policy

ReviewLM is a service run by Masteret Labs (“we”, “us”). It gives local businesses a QR code and a review page. Customers who had a good visit can copy a draft review and post it on Google. Customers who did not can send the business a private message.

This policy covers two groups of people:

• Business users: owners and team members who sign up and use the dashboard. For their data, Masteret Labs is the controller.
• Customers: people who open a business's review page. The business decides to use ReviewLM and is the controller of its customers' feedback. We process it on the business's behalf.

• Account: your name, email address and password (stored only as a hash by our authentication provider). If you sign in with Google, we receive the name, email address and profile picture link on your Google account.
• Business details: the business you select on Google (name, address, category and Google place ID), your logo, brand colour, tagline, location photos from the Google listing, review categories and staff first names.
• Team: the email addresses of people you invite, and their role.
• Billing: your plan, subscription status and the identifiers Paddle gives us. Paddle collects your payment details directly. We never see or store your card number.
• Product events: events tied to your account, such as signing up, finishing setup, downloading a QR code or opening checkout, so we can see where setup gets stuck. We store them ourselves and send a copy to PostHog, our product analytics provider. We do not use advertising tools.
• How you use our website and dashboard: PostHog records the pages you open, what you click, errors in your browser and a screen recording of your visit. Recordings hide everything you type. On sign-in, setup, payment and dashboard pages they hide all text too. Each event carries your browser and device type, your IP address and the approximate location worked out from it, and, once you sign in, your ReviewLM user id. We never send your name, email address or phone number, and we remove sign-in and invite codes from page addresses before anything is sent.
• How you found us: if you first arrive from a campaign link or another website, we keep the campaign tags, the name of that website and the first page you opened, and save them with your business when you sign up.
• Support: messages you send through the contact form or by email.

Customers do not need an account. When someone opens a review page:

• We record the steps of each visit so the business can see how its QR code is used: that the page was opened, whether they chose Loved it or Not great, which highlights they picked and whether they gave a staff name (not the name itself), which draft they copied, whether they sent a message, and whether they opened Google. These events are not linked to a name, and we store no IP address or device details with them.
• The page asks how the visit was. If they choose Loved it, they can pick what stood out and, if they like, the first name of the person who helped. That name only fills in the drafts on their screen and is not sent to us.
• If they choose Not great, they can write a message to the business. They can add their name, email address or phone number if they want a reply. We store the message and any contact details they give, show them to the business in its dashboard and email them to the business owner.
• The page keeps a small record in the browser's session storage (the current step, the choices made and a random tab id) so a reload or a return from Google continues where they left off. It is deleted when the tab is closed.
• Review pages run no analytics script and no screen recording, and set no analytics cookie. Our server sends a copy of these steps to our product analytics, so we can see where a review page stops working. Each copy carries ids for the business and its location, and a random id that lasts only for that page visit. It leaves out the highlights, the draft and the message, and holds nothing about the customer: no name, no IP address, no device details and nothing about where they are. When a business gets its first and its fifth review page visit, and its first copied draft, we also note that step for the business.

When a customer posts on Google, they do it on Google, from their own Google account and under Google's terms. We do not see or store what they post.

If you left feedback for a business and want it corrected or deleted, contact that business, or email us at hello@reviewlm.com and we will help.

To write drafts that match what customers say about a business, we fetch the public Google reviews of that business and of a few nearby businesses in the same category. These include reviewers' public display names and review text. We use them to find common themes and staff names, and to guide the style of the drafts. We do not contact reviewers or publish their reviews.

We do this on the basis of our legitimate interest in providing the service. If you are a reviewer and want your review excluded, email hello@reviewlm.com.

• To provide the service you signed up for: accounts, review pages, drafts, feedback, analytics and billing (performance of a contract).
• To keep it secure and prevent abuse, for example bot checks on sign-in forms and rate limits that use a salted, one-way hash of the requesting network address (legitimate interests).
• To improve the product and fix what breaks, using the product events, usage records, recordings and error reports described above (legitimate interests).
• To send service emails such as sign-in links, password resets, invitations, feedback alerts and billing notices (performance of a contract). We do not send marketing email without your consent.
• To meet legal obligations, such as tax and accounting rules (legal obligation).

We do not sell personal data. We share it only with these providers, who process it to run the service:

Paddle processes payments as an independent seller of record under its own privacy notice. We may also disclose data if the law requires it.

Our providers may store or process data in the United States and in other countries. PostHog, our product analytics provider, stores its data in the United States. If you are in the EU or the UK and want to know which safeguards apply to a transfer, email hello@reviewlm.com.

• Account and business data: for as long as your account is open.
• Customer feedback and review page events: for as long as the business's account is open, unless the business asks us to delete them earlier.
• Public review data: for as long as the business's account uses it to generate drafts.
• Billing records: kept by Paddle for as long as tax law requires.
• When you ask us to close your account, we delete your account data, including your customers' feedback, within one month, except records we must keep by law.

We use what the service needs to work, and one analytics tool:

• Sign-in cookies for business users, set by our authentication provider.
• Cloudflare Turnstile, which checks the browser on sign-in, sign-up, password reset and contact forms.
• Paddle's checkout, which sets its own cookies on payment pages.
• Browser storage for dashboard preferences, such as the theme, and for the review page progress described above.
• Browser storage that carries the plan you picked on our pricing page (rlm_plan_intent) and how you first found us (rlm_attribution) through to sign-up. Each is kept for up to 30 days.
• PostHog analytics on our website and dashboard, not on review pages: a cookie and browser storage entries whose names start with ph_. They hold a random id for your browser (your ReviewLM user id once you sign in) and the current visit, so pages and visits can be counted together. The cookie lasts up to one year.

We do not use advertising cookies.

Data is encrypted in transit. Passwords are stored only as hashes. Each account's data is separated from other accounts at the database level, and keys for our providers stay on our servers. No system is perfectly secure, so if we learn of a breach that affects you, we will tell you as the law requires.

Depending on where you live, you can ask for a copy of your data, ask us to correct or delete it, object to or restrict how we use it, or ask for it in a portable format. Email hello@reviewlm.com from the address on your account, or tell us which review page you used. We answer within one month.

You can also complain to your local data protection authority.

ReviewLM is for businesses and is not directed at children under 16. We do not knowingly collect their data.

We will post any change here and update the date at the top. If a change is significant, we will also email business users before it takes effect. The terms of service explain how the service itself works.