Terms & Conditions

01About these terms

Burnback is provided by Sciuridae Labs Ltd, a company registered in England and Wales with company number 17213331, whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom (“we”, “us”, “our”).

These terms apply to the business that signs up for Burnback (“you”, “your”) and to anyone it invites to use its account. By creating an account or using Burnback, you agree to these terms on behalf of that business and confirm you have authority to do so.

Our Privacy Policy explains how we handle personal data and forms part of these terms.

02Your account

• You must give us accurate information and keep it up to date.
• You’re responsible for keeping login details secure and for everything done through your account, including by team members you invite. Tell us straight away at hello@burnback.co.uk if you think your account has been compromised.
• Each account is for one business. Plan limits, such as team members and brand profiles, apply per account.
• Users must be 18 or over.

03Plans, free plan and trials

Our current plans, and what each includes, are shown on our pricing page. Usage limits (for example, replies or posts per month) reset each billing month, and unused allowances don’t roll over.

Free plan

The free plan has no time limit but includes limited features and usage. We may change what the free plan includes, or close free accounts that have been inactive for 12 months, after giving you at least 30 days’ notice.

Free trials

Paid plans may come with a 14-day free trial. No payment details are needed to start. At the end of the trial your account moves to the free plan unless you choose a paid plan and add payment details. We will never charge you without your agreement.

Fair use

“Unlimited” means no fixed monthly caps for the normal needs of a single business. To keep the service fast and fair for everyone, we may contact you, and if necessary limit usage, if your use is excessive, automated or clearly beyond what a single business would reasonably need.

04Fees and billing

• Paid plans are billed in advance, monthly or annually, in pounds sterling. Prices exclude VAT, which is added where applicable.
• Annual plans are charged up front for 12 months at a discount (currently 30% off the monthly price).
• Subscriptions renew automatically at the end of each billing period until cancelled. We’ll remind you before an annual plan renews.
• Payments are taken by our payment provider using the method you give us. If a payment fails, we’ll let you know and try again. If it still can’t be collected after 14 days, we may move your account to the free plan.
• If you upgrade, the change applies straight away and you pay a pro-rated amount for the rest of the billing period. If you downgrade, the change applies from your next billing date.
• We may change our prices by giving you at least 30 days’ notice. For annual plans, new prices apply from your next renewal. If you don’t want to continue at the new price, you can cancel before it takes effect.

05Cancelling and refunds

• You can cancel a paid plan at any time from your account settings. Your plan stays active until the end of the period you’ve paid for and then moves to the free plan.
• Fees already paid are not refundable, including for partly used months or years, except where these terms say otherwise or the law requires it. [Decide before launch: optional 14-day refund window on first annual payments.]
• You can close your account completely at any time. See section 13 for what happens to your data.

06Using Burnback responsibly

You must not use Burnback, or allow anyone else to use it, to:

• break any law or regulation, including advertising, consumer protection, data protection and anti-spam laws;
• publish content that is false, misleading, defamatory, discriminatory, harassing, obscene or that infringes anyone’s rights;
• impersonate any person or business, or misrepresent your connection with anyone;
• send unsolicited marketing messages;
• break the terms of any connected platform;
• copy, resell, reverse engineer or interfere with Burnback, try to get around usage limits or security, or use it to build a competing product;
• introduce malware or overload our systems, including through automated access we haven’t authorised.

07Reviews and review requests

Reviews matter to your customers, and UK law protects them. Under the Digital Markets, Competition and Consumers Act 2024 it is unlawful to publish or commission fake reviews, or to present reviews in a misleading way. When using Burnback you must not:

• write, post or commission fake reviews, or reviews by anyone who hasn’t genuinely used your business;
• offer incentives for reviews, or only ask customers you expect to be positive, where the law or the platform’s rules forbid it;
• use review replies to disclose customers’ personal information or to pressure reviewers into changing or removing reviews.

Burnback is designed to answer genuine reviews and ask real customers for honest feedback. We may suspend features or accounts used to manipulate reviews.

08AI-generated content

Burnback uses AI to draft content such as review replies, posts, listing updates and emails, based on your brand memory and the information available to it.

• You’re in control of what is published. Content is approval-based by default. If you switch on auto-publishing for any content type, you accept responsibility for content published that way.
• AI can make mistakes. Please check drafts for accuracy, especially facts, prices, dates, offers and anything about a specific customer, before approving them.
• You are responsible for the content you publish through Burnback, and for making sure it is accurate and lawful. This includes any claims about your products or services.
• Similar businesses may receive similar drafts, and we can’t guarantee AI content is unique. Performance insights are guidance, not guarantees of results.

09Connected platforms

Burnback works by connecting to third-party platforms such as Google, Trustpilot, Checkatrade, Facebook and LinkedIn. Your use of those platforms is governed by their own terms. We don’t control them, and we’re not responsible if a platform changes, limits or withdraws its integration, suspends your account there, or is unavailable. If a change means we can no longer support a platform, we’ll tell you as soon as we reasonably can.

10Your content and our intellectual property

• You own your content. That means the information you give us, your brand memory, and the content Burnback creates for you once you approve it. You can export it at any time.
• You give us a non-exclusive licence to use your content only as needed to provide, secure and support Burnback for you. We do not use your content to train public or third-party AI models.
• You confirm you have the rights to anything you upload, such as photos and logos, and that our using it to provide Burnback won’t infringe anyone else’s rights.
• We, and our licensors, own Burnback itself: the software, design, brand and underlying technology. You get a non-transferable right to use it during your subscription under these terms.
• If you send us feedback or ideas, we may use them freely to improve Burnback.

11Data protection

Each of us will comply with UK data protection law. Our Privacy Policy explains how we handle personal data about you and your team.

When Burnback processes personal data about your customers (for example, reviewers’ names or customer contact details for review requests), you are the controller and we are your processor. For that processing we will:

• process it only on your documented instructions, which are given through these terms and your use of Burnback’s features;
• make sure our staff are bound by confidentiality;
• use appropriate technical and organisational security measures;
• use sub-processors only under written contracts with equivalent protections, and tell you about new sub-processors so you can object;
• transfer data outside the UK only with appropriate safeguards;
• help you respond to requests from individuals exercising their rights, and with security and data protection assessments;
• tell you without undue delay if we become aware of a personal data breach affecting your data;
• delete or return the data when you close your account, unless the law requires us to keep it;
• give you the information you reasonably need to show compliance.

You confirm you have a lawful basis to share your customers’ data with us and that you have given them any necessary privacy information. [A standalone Data Processing Agreement can be provided on request.]

12Availability and support

We work hard to keep Burnback running smoothly, but we can’t promise it will always be available or error-free. We may need to carry out maintenance, which we’ll try to schedule outside UK business hours. Support is by email on all plans, with priority support on the Unlimited plan. We aim to respond within one working day.

13Suspension and termination

• We may suspend or close your account, or limit features, if you seriously or repeatedly break these terms, if we need to protect Burnback, our customers or others, or if the law requires it. Where reasonable, we’ll warn you first and give you a chance to put things right.
• We may stop providing Burnback altogether by giving you at least 60 days’ notice and refunding any fees paid for the period after it ends.
• When your account closes, you can export your data for 30 days. After that we delete it as described in our Privacy Policy. Content already published to connected platforms stays there unless you remove it.
• Sections that by their nature should continue, including 10, 11, 14 and 17, survive termination.

14Our liability

• Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law.
• Subject to that, we are not liable for loss of profits, revenue, business, goodwill, reputation or data, or for any indirect or consequential loss.
• We are not responsible for content you approve or auto-publish, for the actions of connected platforms or reviewers, or for the results of your marketing.
• Subject to the first point, our total liability to you in any 12-month period, however it arises, is limited to the greater of the fees you paid us in that period and £100.
• Except as set out in these terms, Burnback is provided “as is”, and all warranties and conditions implied by law are excluded to the fullest extent permitted.
• You agree to cover our reasonable losses and costs arising from third-party claims caused by content you publish through Burnback or by your breach of sections 6 or 7.

15Changes to Burnback or these terms

We’re always improving Burnback, so features may change. We won’t make changes that significantly reduce what your paid plan includes during a period you’ve already paid for.

We may update these terms. If a change significantly affects you, we’ll give you at least 30 days’ notice by email or in the app. If you don’t agree, you can cancel before it takes effect. Continuing to use Burnback after that means you accept the updated terms.

16General

• These terms, together with our Privacy Policy and anything they refer to, are the whole agreement between us about Burnback.
• We may transfer our rights and obligations to another organisation, for example if our business is sold. You may not transfer yours without our written agreement.
• No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
• If any part of these terms is found to be unenforceable, the rest remains in force.
• If we don’t enforce a right straight away, we can still enforce it later.
• We’re not responsible for delays or failures caused by events beyond our reasonable control, such as outages at our hosting or AI providers, or at connected platforms.
• We’ll send notices to the email address on your account. You can send notices to us by email at the address below.

17Governing law

These terms, and any dispute or claim arising from them, are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction. Before starting any legal proceedings, we’d both like to try to resolve things informally, so please get in touch first.

18Contact us