Terms & Conditions

1. Introductory provisions

These Terms and Conditions govern the rights and obligations between Rabbit Studio s.r.o., Hradečnica 30, 036 01 Martin, Slovakia, Company ID (IČO): 53455983, Tax ID (DIČ): 2121373342, VAT ID: SK2121373342 (the “Provider”), as the operator of the Referino service at referino.com, and the user of the service (the “Client”).

Referino is an online platform for:

collecting reviews from the Client’s customers through the Client’s own review page,
displaying reviews on the Client’s public review page,
importing reviews from external review platforms,
displaying reviews on the Client’s own website through a widget.

You can contact the Provider at info@referino.com.

2. Nature of the service

Referino is a paid digital service provided on a subscription basis. The service is not offered as a free trial.

After registering and activating a paid subscription, the Client may:

create one or more public review pages at referino.com (the number depends on the plan),
collect reviews from their customers through the review page link or QR codes,
let reviewers verify their phone number by SMS,
import reviews from Google, Facebook, Trustpilot, Yelp and Tripadvisor (the sources currently available are shown in the account),
reply publicly to reviews,
display reviews on their own website using a widget or the WordPress plugin,
generate QR codes and printable materials for collecting reviews,
send their customers automatic email requests for a review,
receive email notifications and view statistics of page visits and QR code scans.

3. Registration and account

Registration requires a name, email address, password, company name and billing address. A VAT ID and tax ID are optional.
When registering, the Client agrees to these Terms and Conditions and confirms that they have read the Privacy Policy. The time of agreement is recorded.
The Client must provide accurate and up-to-date information.
The email address must be verified before a subscription can be activated.
Each account has a single login. The service does not offer additional users within one account.
The Client is responsible for the security of their account and may enable two-factor authentication.
The Provider is not liable for misuse of the account by third parties resulting from the Client’s failure to protect their login details.

4. Plans, prices and payments

The service is offered in several plans (currently Starter, Professional and Agency). The plans differ in the scope of features and limits, for example the number of review pages and widgets, the ability to customise the appearance of the review page, the removal of Referino branding and the amount of monthly SMS credit. The current offer is shown on the website and in the account.
Prices are stated in euros for the billing period shown at checkout (currently one month). The price shown at checkout is the final amount charged for the billing period.
Payments are processed online by Stripe. The Provider does not have access to the full details of the Client’s payment card.
The subscription renews automatically at the end of each billing period and the price is charged to the saved payment method until the Client cancels the subscription. A few days before each renewal, the Provider sends the Client a reminder by email.
At checkout, the Client requests that the service starts immediately, before the withdrawal period expires.
Invoices are available for download in the account.
A discount code may be applied at registration. The amount, duration and plans covered by a discount are determined by the specific code. The Provider may also grant free access to the service individually.
Payments are non-refundable unless these Terms, the document Withdrawal from the Contract and Subscription Cancellation or the law provide otherwise.

Changing plans

The Client may change their plan in the account at any time.
A change to a higher plan takes effect immediately. The proportional price difference for the rest of the current billing period is charged immediately.
A change to a lower plan takes effect immediately, without a refund or credit for the rest of the current billing period. Review pages and widgets exceeding the limit of the new plan are deactivated (not deleted), and features not included in the new plan stop being available.

5. SMS credit

Phone verification of reviewers is paid from SMS credit kept in euros. Each paid plan includes a monthly SMS credit, which renews at the beginning of every calendar month. Unused monthly credit does not carry over to the next month.
The Client may buy additional prepaid credit packages through Stripe. Purchased credit carries over between months, is used only after the monthly credit has been spent, and does not expire for as long as the account exists.
The price of one SMS depends on the country of the phone number being verified. Verification is available only for phone numbers from supported countries.
When the credit runs out, the verification step is hidden from review pages. Reviews can still be submitted, but they are not verified.
Credit already spent is non-refundable. Unspent purchased credit is forfeited without compensation when the account is deleted, including automatic deletion under Article 9.
If a credit purchase is refunded or disputed, the corresponding credit is removed from the account. If it has already been spent, the balance becomes negative and SMS verification is suspended until the debt is covered.
More details are available on the page How SMS credit works.

6. Reviews

a) Collecting reviews

Reviewers submit reviews through the Client’s review page. They enter their name, email address, a rating from 1 to 5 and the text of the review, and must agree to the publication of their name and review on the review page and on the Client’s website.
Reviews are published immediately after submission, without prior approval.
The reviewer’s email address is never published and is not made available to the Client.
The service automatically rejects reviews that contain links, email addresses or other signs of spam. Repeated reviews from the same email address for the same page within 30 days are not accepted.
If the Client has enabled SMS verification and has sufficient credit, the reviewer may verify their phone number with a code sent by SMS. Such a review is marked as verified. The mark only means that the reviewer confirmed access to a phone number; it does not confirm a purchase or the truthfulness of the review.

b) What the Client can and cannot do with reviews

The Client cannot create, edit or delete reviews.
The Client may publicly reply to a review and delete their reply. When the Client first replies to a review submitted through the review page, the reviewer is notified by email.
The Client may report a review to the Provider and state the reason.

c) Role of the Provider

The Provider does not check the content of reviews before publication.
The Provider may unpublish, remove or highlight a review, in particular on the basis of a report, at the reviewer’s request, or if the review violates the law or these Terms. The Provider decides on reports at its own discretion and the Client is not automatically informed of the outcome.

d) Obligations of the Client regarding reviews

The Client must not write reviews about themselves, have them written by employees or related persons, or buy them.
The Client must not reward reviewers for a positive rating or pressure them.
The Client is responsible for using reviews on their own website and in other channels in accordance with the law.

e) Reviews from external platforms

The Client may connect a Google Business Profile or a Facebook page by signing in to that platform, or specify a Trustpilot, Yelp or Tripadvisor profile. The Client must be authorised to connect the given profile.
Imported reviews are published on the review page immediately, with the reviewer’s name as shown on the source platform. The Client cannot delete them.
The Provider does not publish anything on these platforms, is not responsible for the content of reviews taken from them, and does not guarantee the availability of their interfaces.
After a connection is removed, reviews that were already imported remain on the review page.

7. Public review page, catalog and widget

a) Review page

Each review page is publicly available at referino.com/r/… and may be indexed by search engines. It shows the business name, description, logo, contact details and address entered by the Client, as well as reviews, ratings and the Client’s replies.

b) Business catalog

Active review pages of Clients with an active subscription and at least one published review are automatically listed in the public business catalog at referino.com/catalog and in the sitemap. The catalog shows the name, description, city, country and rating, and businesses are ordered by average rating and then by number of reviews. A page can be removed from the catalog only by deactivating it in the account, which also makes it unavailable to the public.

c) Widget

The Client may display reviews on their website by inserting a script (widget) or by using the WordPress plugin, and may restrict the domains on which the widget works.
The widget loads data from Referino servers and stores the displayed public reviews in the browser storage (localStorage) of visitors to the Client’s website. The Client is responsible for informing visitors to their website about this.
Referino branding is displayed on the review page and in the widget unless the Client’s plan includes its removal.
The Provider is not responsible for technical compatibility with all websites or for changes made by the Client to the code.

8. Obligations of the Client

The Client undertakes:

not to use the service for unlawful purposes,
not to publish false or misleading information on the review page,
not to damage the reputation of third parties,
not to circumvent the technical limits of the service or misuse SMS verification,
to add contacts for review requests only with the consent of the people concerned and to be able to prove that consent,
to publish on the review page only contact details that it is entitled to publish.

9. Suspension and termination of the service

Cancellation by the Client: the Client may cancel the subscription at any time in the account. Cancellation takes effect at the end of the current billing period; until then the service works in full. Details are set out in the document Withdrawal from the Contract and Subscription Cancellation.
Failed payment: if a renewal payment fails, the account keeps working for 7 days while the payment is retried. The Provider informs the Client by email and in the account. If the payment is not completed within this period, the account is paused.
Paused account: the account is paused after the subscription ends, after withdrawal from the contract, if a renewal payment is not completed within 7 days, or if the Client never activates a subscription after registration. While the account is paused, review pages, widgets and QR codes do not work, the page is removed from the catalog and imports stop. The Client can still sign in and pay for a subscription, which restores the account.
Automatic deletion: 90 days after it is paused, the account and all its data, including reviews, are permanently deleted. If the Client’s email address is verified, the Provider sends a reminder at least 14 days before deletion.
Deleting the account: the Client may delete the account at any time in the account settings. The subscription then ends immediately without a refund for the rest of the billing period, and all data, including reviews, is permanently deleted.
Termination by the Provider: the Provider may suspend or terminate the Client’s account in the event of a breach of these Terms, misuse of the service or unlawful conduct. In such cases the Client is not entitled to a refund of the amount paid.

10. Limitation of liability

The Provider is not liable for:

the content of reviews written by reviewers or taken from external platforms,
information that the Client publishes on the review page,
damage arising from the use of the service,
service outages caused by technical or external factors, including outages of payment, SMS or review platforms.

The service is provided “as is”, without any guarantee of uninterrupted availability.

11. Intellectual property

All rights to the Referino platform belong to the Provider. The Client is granted only the right to use the service.
Copying or modifying the system without consent is prohibited. The WordPress plugin is provided under the GPL-2.0-or-later licence.
The Client grants the Provider the right to display the content entered by the Client (for example the business name, description and logo) on the review page, in the widget and in the business catalog for the duration of the service.

12. Personal data protection

The processing of personal data of Clients, reviewers and visitors is described in the Privacy Policy (GDPR). The use of cookies is described in the Cookie Policy.

13. Changes to the Terms and Conditions

The Provider reserves the right to amend these Terms and Conditions. Changes take effect upon publication on the website.

14. Final provisions

Legal relations are governed by the laws of the Slovak Republic.
Disputes shall be resolved by the competent courts of the Slovak Republic.