Terms of Service

A handful of words carry a specific meaning throughout this agreement. Where they appear with a capital letter, this is what they mean.

• “Premo”, “we”, “us” and “our” mean Premo AI Ltd, trading as Premoloop, a company registered in England and Wales (company number 17407055) at 66 Paul Street, London, EC2A 4NA.
• “You” and “your” mean the trade business that holds the account, and anyone you authorise to use it on your behalf.
• “Services” means the Premoloop web application, the Premo AI assistant, the tap cards and QR stickers, and everything else we make available to you under these terms.
• “Card” means a physical NFC tap card or QR sticker issued to you for the purpose of collecting feedback from an End Customer.
• “End Customer” means a person who has done business with you and is invited, via a Card or a link, to leave feedback about that job.
• “Customer Data” means the feedback, ratings, names and any other information an End Customer submits through the Services in connection with your account.

Premoloop is built for UK trade businesses (electricians, plumbers, cleaners, builders and similar trades) collecting feedback from their own customers. It is a business-to-business service: it is not intended for consumers, and by creating an account you confirm that you are acting for the purposes of a trade, business or profession, not as a consumer.

You must be at least 18, based in the United Kingdom, and authorised to bind the business named on the account. If you are accepting these terms on behalf of a company or partnership, you confirm that you have the authority to do so.

You are responsible for the accuracy of the details on your account, for keeping your login credentials confidential, and for everything that happens under your account, including actions taken by staff you have given access to. Tell us straight away if you suspect unauthorised access. We'll help you lock it down.

One account is intended for one business. If you operate more than one trading name or location and want them handled separately, get in touch and we'll set that up properly rather than you working around it.

New accounts start with a free trial giving you full access to Premo, so you can see real replies drafted against your own reviews before you pay anything. The trial uses the QR sheet you print yourself, so you can start the same day. Printed Cards are not posted during the trial; they come with your first paid subscription, as set out below.

There is no obligation to continue. If you do nothing at the end of the trial, we will ask you to add a payment method before your account converts to a paid subscription. We will not charge you without your knowledge. We reserve the right to limit one trial per business to prevent misuse.

After the trial, the Services are billed as a monthly subscription. There is no minimum term and no notice period: you can cancel at any time from your account settings, and cancellation takes effect at the end of the billing period you've already paid for.

Fees are shown in pounds sterling before you pay, and are billed monthly in advance on the date your subscription started. Payment is taken automatically using the card details you provide, processed for us by Stripe. We do not store your card details ourselves. If a payment fails, we'll try again and email you; if it keeps failing, we may suspend access to the Services until it's resolved.

Fees are non-refundable except where the law requires otherwise or we say so at the time. If you cancel partway through a billing period, you keep access until that period ends, and we don't refund the unused portion.

Your plan includes Cards, printed with your business name and dispatched to you, typically within three working days: one Card on Solo and four on Teams. During the free trial you use the QR sheet you print yourself. Additional Cards cost £8 each. Bulk pricing is available for larger orders, so ask us.

Cards remain linked to your account for as long as your subscription is active. If a Card is lost or stolen, tell us and we'll deactivate it the same day, before posting a replacement. If you cancel your subscription, your existing Cards stop routing to Premo, but you keep them, and there's nothing to return.

The Services are for collecting genuine feedback about jobs you have actually carried out for real customers. In using the Services you agree not to:

• submit, or invite feedback from, people who were not genuinely your customers on a genuine job;
• offer or imply any discount, payment or other incentive to an End Customer in exchange for a review, or for a particular rating;
• attempt to filter, suppress, or selectively route End Customers based on the outcome you expect from them (see our review policy: this is a hard rule, not a preference, and our systems are built so that you cannot do it even if you wanted to);
• use the Services to send unsolicited messages, contact anyone more than the one follow-up permitted per job, or contact someone who has opted out;
• reverse-engineer, resell, sub-license or white-label the Services without our written agreement;
• use the Services in a way that breaches UK law, infringes anyone's rights, or puts our systems, or another user's data, at risk.

“Unlimited jobs” on a plan means unlimited genuine jobs carried out in the ordinary course of your business. Importing a purchased list, or feedback from people who were never your customer, is not fair use, and we'll ask you to stop before taking any further step.

We may suspend or terminate an account that breaches this section, with notice where practicable, and immediately where we reasonably believe there is a risk to End Customers, to Premo, or to our other users.

Premo is an AI assistant that reads the feedback you receive, drafts replies in your voice, and gives you a weekly steer on what's working and what isn't. It is a drafting and analysis tool, not an autonomous agent acting for you in public.

The rule that governs everything Premo does is simple, and it is not configurable:

• Nothing is sent, posted or published without your explicit approval. Premo drafts a reply; you read it, edit it if you want to, and press send. If you never press send, it never goes.
• No End Customer is contacted twice about the same job. A single follow-up is sent if they haven't responded, and that's the end of it, regardless of what Premo “thinks” the outcome might have been.
• Every End Customer sees the same review link. Premo has no mechanism to route people differently based on a rating or on sentiment it detects. See our review policy for the detail.

Because Premo drafts language and summarises patterns from real, sometimes messy, human feedback, we cannot guarantee that every draft or every insight will be accurate, tactful, or exactly what you would have written yourself. That's precisely why nothing goes out without you reading it first. You are responsible for anything you approve and send under your own name.

We do not promise a particular star rating, a particular volume of reviews, or any other outcome. We help you ask more people and answer them better; the underlying work, and the relationship with your customers, is still yours.

Data protection law asks who decides why personal data is collected (the controller) and who processes it on that person's instructions (the processor). For Customer Data, meaning the names, ratings and comments your End Customers give you, you are the controller and Premo is your processor. You decide to collect it and what to do with it; we handle it on your instructions, under the terms set out here and in our privacy notice.

Practically, that means you are responsible for having a lawful basis to collect feedback from your customers (in most cases, your legitimate interest in hearing about work you did for them), and we are responsible for processing it securely, only for the purposes you use the Services for, and only for as long as your account needs it.

For your own account information (your business details, billing information and how you use the Services) Premo is the controller, and our privacy notice explains what we do with it.

We hold Customer Data in the UK or European Economic Area, we don't sell it, we don't share it with other businesses on the platform, and we don't use it to train models beyond what's needed to draft replies within your own account. Full detail is in our privacy notice.

When an End Customer chooses to leave a review on Google, or on any other third-party platform, that happens on that platform's own service, under that platform's own terms and privacy policy. We don't control what Google or any other platform does with a review once it's posted, and we can't remove, edit or influence a review that has gone live there. No one can, including you.

Your use of the Google review link, and any other third-party review destination we help you connect to, must comply with that platform's own guidelines, including its rules on soliciting and incentivising reviews. See our review policy for how we build the Services to keep you on the right side of those rules by default.

Premoloop can connect to Google Business Profile, Xero, QuickBooks, WhatsApp and Stripe. Connecting an integration is optional and under your control. You can disconnect any of them at any time from your account settings.

Each integration is provided by a separate company, under its own terms. We are not responsible for the availability, accuracy or conduct of a third-party service, or for changes it makes to its own API or policies that affect how it works with Premoloop. If a third party changes or withdraws access in a way that breaks an integration, we'll let you know and do what we reasonably can to restore it, but we can't promise it's within our control to fix.

We own the Services: the software, the Premo assistant, the design of the cards, our branding and everything that makes the platform work. We grant you a non-exclusive, non-transferable licence to use the Services for your own business while your subscription is active. Nothing in these terms transfers ownership of any of that to you.

You own your business name, logo and branding, and you own Customer Data. By using the Services you give us the licence we need to store, process and display that information back to you as part of providing the Services, and nothing more.

We aim to keep the Services available and working properly, but we don't guarantee uninterrupted access. We may need to take the Services offline for maintenance, and we'll try to do that at low-traffic times and with notice where the work is planned rather than urgent.

Support is by email and, where you've given us a number, WhatsApp, during UK business hours. We're a small team; we read everything and we'll tell you if the answer is that something's our fault.

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 lawfully be limited or excluded under UK law.

Subject to that, and to the extent permitted by law:

• we are not liable for any indirect or consequential loss, or for loss of profit, revenue, business opportunity, or goodwill, arising from your use of the Services;
• we are not liable for a particular star rating, review volume, or other outcome from using the Services, or for the content an End Customer chooses to write;
• our total liability to you arising out of or in connection with these terms, in any twelve-month period, is capped at the amount you paid us for the Services in that same period.

You are responsible for the accuracy of anything you approve and send through the Services, including drafts prepared by Premo, once you have chosen to send it.

You can cancel your subscription at any time from your account settings; see Subscription and billing for how that affects fees already paid. We may suspend or terminate your account, with notice where practicable, if you materially breach these terms, including the acceptable use rules in section 7, and don't fix the breach within a reasonable time of us telling you about it. We may terminate immediately, without notice, if we reasonably believe there is a risk to End Customers, to Premo, or to our other users.

When your account closes, however that happens, we delete Customer Data associated with your account within 30 days, unless the law requires us to keep something longer. You can export your data as a spreadsheet at any time before then, including at the point of cancellation.

We may update these terms from time to time, most often to reflect a new feature, a change in the law, or how the Services actually work. If a change is material, we'll email the address on your account and give you at least 30 days' notice before it takes effect. Price changes follow the same rule: 30 days' notice by email, and you're free to cancel before the new price applies.

Continuing to use the Services after a change takes effect means you accept the updated terms. If you don't agree with a change, your option is to cancel before it takes effect, as set out in section 5.

If something's gone wrong, tell us first. Email [email protected] with what happened and we'll look into it and reply, even if the answer is that we've made a mistake. Most things get sorted at this stage.

If your complaint is about how we've handled personal data and you're not satisfied with our response, you can complain to the Information Commissioner's Office at ico.org.uk.

These terms are governed by the law of England and Wales, and any dispute that can't be resolved between us falls under the exclusive jurisdiction of the courts of England and Wales. If you're contracting with us from Scotland or Northern Ireland, mandatory local consumer or business protections that can't be excluded by agreement still apply.

Premo AI Ltd, trading as Premoloop, is registered in England and Wales (company number 17407055) at 66 Paul Street, London, EC2A 4NA. You can reach us at [email protected].