Voice Note Reviews

Terms of Service

Last Updated: March 23, 2026

1. Agreement to Terms

By accessing and using Voice Note Reviews ("the Service," "our app," "we," "us," or "our"), you accept and agree to be bound by these Terms and our Privacy Policy.

Who May Use the Service

• Merchants: You must have a valid Shopify store and be authorised to bind your business to these Terms
• Age Requirement: You must be at least 18 years old or the age of majority in your jurisdiction
• Legal Capacity: You must have the legal capacity to enter into binding contracts
• Compliance: You must comply with all applicable laws and regulations

2. Description of Service

Voice Note Reviews is a Shopify application that enables merchants to:

• Collect Voice Reviews: Gather audio feedback from customers about products
• Transcription: Automatically transcribe audio to text using AWS Transcribe (best-effort accuracy)
• Sentiment Analysis: Analyse customer sentiment using natural language processing
• Dashboard Management: View, organise, and manage customer reviews
• Analytics: Generate insights from customer feedback
• Export Data: Download review data in various formats

3. Pricing and Billing

Billing Terms

• Currency: All prices are in Australian Dollars (AUD)
• Billing Cycle: Monthly subscription, billed on the day of installation
• Payment Processing: All payments processed securely through Shopify's billing system
• Auto-Renewal: Subscriptions automatically renew unless cancelled
• Proration: Plan upgrades are prorated; downgrades take effect at next billing cycle
• Free Trial: 7-day free trial for new users; approved via your Shopify account

Usage Limits and Overage

• Review Limits: Each plan includes a monthly recording allowance (see table above). Your usage count resets at the start of each billing cycle.
• Usage Notifications: We will notify you by email and dashboard banner when you reach 80% and 100% of your plan's monthly recording limit.
• Grace Buffer: To ensure no customer feedback is lost, a grace buffer of up to 10% additional recordings beyond your plan limit is provided each billing cycle. For example, Starter plan merchants may receive up to 550 recordings before new recordings are paused.
• Limit Reached: Once your plan limit plus grace buffer is reached, the review widget will be temporarily paused for new submissions until your next billing cycle begins or you upgrade your plan. Existing recordings and dashboard access are not affected.
• Upgrade Anytime: You may upgrade your plan at any time to increase your allowance. Upgrades are prorated and take effect immediately.
• Recording Duration: Individual voice recordings are limited to a maximum of 60 seconds. Recordings are automatically stopped at this limit.
• Storage: Audio files are stored in WebM format for the duration of your active subscription.
• API Calls: Scale plan includes API access with rate limits.

Plan Downgrades

If you downgrade to a plan with a lower recording allowance, your existing review data (including all audio, transcriptions, and metadata) will be retained. However, you will not be able to collect new recordings if your total recordings for the current billing cycle already exceed the new plan's monthly limit. New collection resumes at the start of your next billing cycle.

Fair Use Policy (Scale Plan)

The Scale plan includes unlimited recordings subject to fair and reasonable use. We reserve the right to contact you if your usage significantly and consistently exceeds typical patterns for your store size, or if usage patterns suggest automated or abusive activity rather than genuine customer feedback. We will always work with you to find a suitable solution before taking any action.

Taxes

Prices exclude applicable taxes (GST, VAT, sales tax). Taxes will be calculated and added by Shopify based on your location.

4. Refund Policy

No Refunds for Partial Periods

We do not provide refunds or credits for partial months of service. However:

• Free Trial: Cancel during the trial period for no charge
• Monthly Plans: Cancel anytime; service continues until end of billing period
• Technical Issues: If service is unavailable for 48+ consecutive hours due to our error, contact us for pro-rated credit
• Billing Errors: Incorrect charges will be refunded within 30 days of notification

Requesting a Refund

For billing disputes or technical issues, contact: info@voicenotereviews.net

5. Cancellation and Termination

Your Right to Cancel

• Anytime: You may cancel your subscription at any time through the Shopify app dashboard
• Effective Date: Cancellation takes effect at the end of your current billing period
• Data Access: You retain full access to your dashboard and data until cancellation is effective
• Export Window: We strongly recommend exporting your data before cancellation takes effect. You can export review data (including audio files) in CSV and ZIP formats from the dashboard at any time while your account is active.
• Cancellation Reminders: We will send you a reminder email 7 days before your data is scheduled for deletion, giving you a final opportunity to export.
• Data Deletion: All data deleted within 30 days of cancellation (see Privacy Policy). Once deleted, data cannot be recovered.

Our Right to Terminate

We may suspend or terminate your account immediately if you:

• Violate these Terms of Service
• Use the Service for illegal activities
• Fail to pay subscription fees
• Abuse or attempt to abuse the Service
• Provide false or misleading information
• Engage in fraudulent activity

Effect of Termination

• Access to the Service immediately ends
• All data will be deleted within 30 days
• No refund for unused portion of subscription
• Obligations that by nature should survive (payment, liability limitations) continue

6. Data Ownership and Usage Rights

Merchant Rights

You (the merchant) own all customer review data collected through our Service, including audio recordings, transcriptions, associated ratings and metadata, and sentiment analysis results.

Our Rights

You grant us a limited licence to:

• Store and process your data to provide the Service
• Use anonymised, aggregated data for service improvement
• Display your reviews in your merchant dashboard
• Back up your data for disaster recovery

Testimonials and Case Studies

We may wish to feature your business as a Voice Note Reviews success story, case study, or testimonial on our website, App Store listing, or marketing materials. We will always:

• Ask First: We will not publish any testimonial, case study, or identifiable reference to your business without your prior knowledge and consent
• Provide Approval: You will have the opportunity to review and approve any content that identifies your business before publication
• Respect Withdrawal: You may request removal of any published testimonial or case study at any time, and we will remove it within 14 days
• Keep It Truthful: We will not misrepresent your experience, fabricate quotes, or attribute statements to you that you did not make

We may use anonymised, non-identifiable information (such as "a Melbourne-based fashion retailer saw a 30% increase in customer feedback") without prior approval, provided no reasonable person could identify your business from the content.

Customer Rights

Customers retain rights to request access to their reviews, request deletion of their reviews, and withdraw consent for data processing.

Your Responsibility: As the merchant and data owner, you are responsible for honouring customer requests regarding their reviews.

7. Acceptable Use Policy

Permitted Uses

You may use the Service to collect genuine customer feedback, improve your products and services, display authentic customer reviews (with proper disclosure), and analyse customer sentiment and satisfaction.

Responsible Display of Customer Reviews

Voice recordings are more personal and identifying than text reviews. If you choose to display customer voice reviews publicly (for example, as testimonials on your storefront, in marketing materials, or on social media), you must follow these guidelines:

• Informed Consent: Customers must have been made aware at the time of recording that their review may be displayed publicly. Our widget's privacy notice covers private use by the merchant; if you intend to publish reviews publicly, you are responsible for obtaining additional consent from the customer before doing so.
• No Selective Editing to Mislead: You must not edit, splice, or take audio clips out of context in a way that misrepresents what the customer said or intended.
• No Shaming or Ridicule: You must not publish customer reviews in a manner designed to embarrass, ridicule, shame, or retaliate against a customer — including in response to negative feedback. This applies to both the audio recording and any accompanying text or commentary you add.
• Respect Takedown Requests: If a customer requests that their publicly displayed review be removed, you must comply promptly and in any event within 7 days.
• Sensitive Content: You must exercise particular care with reviews that contain personal or sensitive information (health conditions, family circumstances, financial details). When in doubt, do not publish, or redact sensitive portions before display.
• Accurate Attribution: If displaying a review with a customer's name, you must have their permission to do so. Displaying reviews anonymously (e.g., "Verified Customer") is always acceptable.

Prohibited Uses

You may NOT:

• Create Fake Reviews: Submit fake, false, or misleading reviews
• Incentivise Positive Reviews: Offer compensation for positive reviews
• Manipulate Data: Alter, edit, or manipulate customer reviews
• Illegal Content: Collect or store illegal content
• Abuse Service: Attempt to circumvent usage limits or security measures
• Resell: Resell or redistribute the Service without authorisation
• Reverse Engineer: Attempt to reverse engineer, decompile, or disassemble the Service
• Violate Privacy: Collect personal information without proper consent
• Spam: Use the Service to send unsolicited communications

Consequences of Violation

Violation of this policy may result in immediate account suspension, termination of Service, reporting to Shopify, and legal action if applicable.

8. Customer Consent Requirements

You are responsible for obtaining proper customer consent before collecting voice recordings. You must:

• Clear Notice: Provide clear notice that audio recording will occur
• Explicit Consent: Obtain explicit consent before recording begins (our widget handles this)
• Purpose Disclosure: Inform customers how their recordings will be used
• Right to Decline: Allow customers to decline recording
• Deletion Requests: Honour customer requests to delete their recordings
• Legal Compliance: Comply with all applicable recording consent laws in your jurisdiction

9. Disclaimer of Warranties

The service is provided "as is" and "as available" without warranties of any kind, either express or implied, including but not limited to:

• Merchantability: We don't warrant the Service is suitable for your specific needs
• Fitness for Purpose: We don't guarantee the Service will meet your requirements
• Accuracy: We don't guarantee accuracy of transcriptions or sentiment analysis
• Availability: We don't guarantee uninterrupted or error-free service
• Security: We don't guarantee absolute security (though we implement industry standards)

Transcription Accuracy

Audio-to-text transcription is provided on a best-effort basis. Accuracy depends on audio quality and clarity, background noise levels, speaker accent and pronunciation, and technical jargon or specialised vocabulary. We are not liable for transcription errors or misinterpretations.

Third-Party Services

We rely on third-party services (AWS, MongoDB, Heroku). We are not responsible for third-party service outages, data breaches, or service quality.

10. Limitation of Liability

To the maximum extent permitted by law, Voice Note Reviews shall not be liable for:

Excluded Damages

• Indirect Damages: Indirect, incidental, consequential, or punitive damages
• Business Losses: Loss of profits, revenue, business opportunities, or goodwill
• Data Loss: Loss of data, information, or review content
• Service Interruption: Inability to use or access the Service
• Transcription Errors: Errors or inaccuracies in transcriptions

Maximum Liability Cap

Our total liability is limited to the greater of: the amount you paid us in the 12 months preceding the claim, or $100 AUD.

Exceptions

Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot be excluded under applicable law.

11. Indemnification

You agree to indemnify, defend, and hold harmless Voice Note Reviews from any claims, damages, losses, liabilities, costs, and expenses arising from your use or misuse of the Service, your violation of these Terms, failure to obtain proper customer consent for recordings, and your use of customer review data.

12. Service Availability and Support

Uptime and Availability

We strive to maintain high availability but do not guarantee specific uptime percentages. Service may be interrupted for maintenance, and bugs and errors may occur.

Customer Support

Plan	Support Level	Response Time
Starter	Email support	48 business hours
Growth	Priority email support	24 business hours
Scale	Dedicated support	4–12 business hours

Support Hours: Monday–Friday, 9am–5pm AEST (excluding Australian public holidays)

Contact: info@voicenotereviews.net

13. Intellectual Property

Voice Note Reviews and all related trademarks, logos, and service marks are our property. You retain all rights to your store name, branding, product information, and customer reviews collected through the Service.

If you provide feedback, suggestions, or ideas about the Service, we may use them without obligation or compensation to you.

14. Modifications to Service and Terms

Terms Changes

We may update these Terms by posting updated Terms with a new "Last Updated" date. We will provide 30 days notice for material changes via email. Continued use after changes constitutes acceptance.

Price Changes

• Existing Customers: 60 days notice for price increases
• New Customers: Current prices apply at time of sign-up
• Grandfathering: Existing customers may be grandfathered at current rates (at our discretion)

15. Privacy and Data Protection

Your use of the Service is also governed by our Privacy Policy, which explains how we collect, use, and protect your data. We don't sell your data to third parties. We comply with GDPR, CCPA, and Australian Privacy Principles.

16. Geographic Restrictions

The Service is operated from Australia and primarily intended for merchants in Australia, New Zealand, United States, Canada, United Kingdom, and the European Union. If you use the Service from other locations, you do so at your own risk and are responsible for compliance with local laws.

17. Dispute Resolution

Informal Resolution

Before filing a legal claim, you agree to contact us at info@voicenotereviews.net to seek informal resolution. We'll attempt to resolve disputes within 30 days.

Governing Law

These Terms are governed by the laws of Victoria, Australia. Disputes shall be resolved in Melbourne, Victoria. The language of proceedings shall be English.

Class Action Waiver

You agree to resolve disputes individually, not as part of a class action or representative proceeding.

18. General Provisions

These Terms and the Privacy Policy constitute the entire agreement between you and Voice Note Reviews. If any provision is found invalid, the remaining provisions continue in effect. Our failure to enforce any right doesn't waive that right. You may not assign these Terms. We may assign them to affiliates or in connection with a merger or acquisition. We're not liable for delays or failures due to events beyond our reasonable control. Nothing in these Terms creates a partnership, joint venture, or employment relationship.

19. Shopify-Specific Terms

Your use must also comply with Shopify's Terms of Service, API Terms, Acceptable Use Policy, and App Store Requirements. The Service requires an active Shopify store, uses Shopify OAuth authentication, and billing is processed through Shopify.