Terms of Service

These terms are an agreement between A.C.N. 702 736 936 PTY LTD (ABN 35 702 736 936) (“we”, “us”), the operator of the Starkeel service, and the business that creates a workspace (“you”). By creating a workspace, or by using the service after a change to these terms, you accept them on behalf of that business and confirm you have authority to do so.

Three parties appear throughout:

• You, the agency that holds the workspace and pays for the service.
• Your clients, the businesses you add to the workspace, whose review pages you run.
• Reviewers, your clients’ customers, who open a review page and leave a rating, a testimonial or private feedback.

The service is for business use, and you must be at least 18 to create a workspace. Where the Australian Consumer Law or another consumer law applies to you as a business customer, nothing in these terms takes away a right it gives you that cannot be excluded; see section 9.

You must give accurate contact details and keep them current. The support email on your workspace is where we send account notices and where reviewers are told to send removal requests unless a client has its own.

You are responsible for keeping your password confidential and for every action taken in your workspace, whether by you or by anyone you let in. Tell us at contact@rakislabs.com as soon as you suspect unauthorised access.

One workspace per agency. You may not create workspaces on behalf of a business you do not have authority to represent.

Every new workspace starts a 30-day free trial at Growth limits. No payment details are collected for the trial.

After the trial you choose a plan. Current plans are Growth at US$149 per month for up to 15 clients and Scale at US$349 per month for up to 50 clients. Plan limits apply when you add things; going over a limit after a downgrade never deletes anything but stops you adding more until you are under it.

Prices are in US dollars and exclude GST and any similar tax. Where we are required to charge GST, it is added to your invoice at the applicable rate.

Payments are processed by Stripe under its own terms. Subscriptions renew monthly until cancelled. You can cancel at any time from the billing page and keep access until the end of the paid period. Fees are not refunded for partial months except where the law requires it.

When a trial or subscription ends without renewal, your dashboard becomes read-only and your public pages keep working for 7 days, after which they show a plain link to each client’s Google review form until you resubscribe. If a renewal payment fails, everything keeps running for 14 days while the card is retried; then the same read-only period and 7-day grace apply until a payment succeeds.

Changing plans changes your existing subscription rather than starting a new one: an upgrade is charged pro rata straight away, a downgrade is credited against your next invoice.

We may change prices or plan limits with at least 30 days’ notice by email. Changes never apply mid-period to a subscription already paid for.

You are responsible for what you charge your own clients. Nothing in these terms sets or limits your resale price.

The service asks every reviewer for a rating and then shows every reviewer the client’s public review links, whatever the rating. The rating changes only which optional form appears beside those links: a reviewer who gives four or five stars is offered a testimonial form, and a reviewer who gives three stars or fewer is offered a private message to the owner. You must not alter that flow, gate or filter who is invited to review, or offer money, discounts or anything else of value in exchange for a review or for its rating.

Testimonials are published on a client’s wall, widget or report only after the reviewer ticks the consent box and you or your client approve them. You must not edit the substance of a testimonial, attribute words to someone who did not write them, or publish anything you have reason to believe is not a genuine customer’s experience.

Every public testimonial surface carries a disclosure that testimonials are selected and shared with permission, together with an email for removal requests. You must act on removal requests promptly, and in any case within 14 days.

You are responsible for complying with the rules of the review platforms you link to, including Google, Facebook and Yelp, and with consumer-protection and advertising law wherever your clients operate. We may hide content or suspend a workspace that we reasonably believe breaks those rules or these terms; where practical we will tell you first.

You keep all rights in the logos, colours, names and other material you upload. Reviewers keep all rights in their ratings, testimonials and feedback. You grant us a worldwide, non-exclusive licence to host, copy, display and transmit that material as needed to run the service, and you confirm you have the permissions needed to grant it, including from your clients.

You must not upload material that infringes someone else’s rights, is defamatory, discriminatory or unlawful, or that contains malware. You must not probe, overload or interfere with the service, scrape other workspaces, or use automated means to submit ratings or reviews.

We may remove content or restrict a workspace when we reasonably believe this section has been breached. Where practical we will tell you first.

Review pages, walls, widgets and reports are shown under your brand and, when configured, your domain. We do not place our name on those surfaces. You must not represent that the software itself is your own creation, and you must not remove or obscure notices in the dashboard.

To use a custom domain you must control it and configure the DNS records we give you. Certificates for custom domains are issued through our hosting provider. We may stop serving a domain if its ownership is disputed or it is used to break these terms.

We own the service, its software and its design. These terms grant you a right to use it, not a licence to copy or resell the software itself.

This section is the data processing agreement between us for personal data in your workspace about your clients, their staff and reviewers (“workspace data”). For that data you are the controller and we are your processor. For data about you and your own staff, such as your login and billing details, we are the controller, as described in the privacy policy.

Our obligations

• We process workspace data only to provide the service, to keep it secure, and as these terms or the law require.
• We keep workspace data confidential and limit access to staff who need it to run the service, including for support and moderation.
• We protect it with measures appropriate to the risk, including encrypted transport, hashed passwords and session tokens, keyed hashing of IP addresses, and isolation of each workspace’s data.
• We tell you without undue delay if we become aware of a breach affecting your workspace data, and give you what we know so you can meet your own obligations.
• We help you respond to requests from individuals about their data, and we delete or return workspace data when you ask or within 30 days of your workspace being closed, unless the law requires us to keep it.

Sub-processors

We use these third parties to process workspace data on our behalf. We will give you 30 days’ notice by email before adding one.

Your obligations

You are responsible for having a lawful basis to collect workspace data, for the notices reviewers see, for instructions you give us, and for your clients’ compliance. The service shows an agency-branded privacy notice on every review page that you may replace with your own by contacting us.

Starkeel is at an early stage. We work to keep it reliable, but a new service has defects that established ones have worked out, and you should expect some: a page that errors, an email that arrives late, a report that needs regenerating. Tell us at contact@rakislabs.com when you find one. We treat defects that affect your workspace as a priority and, where we can, tell you what happened and what we changed.

While the service is new, features may be added, altered or withdrawn more often than in a mature product. section 9 says what happens if a change materially reduces what you pay for.

Keep your own copy of anything you would need if the service were unavailable. Every client’s data is available as CSV from the dashboard.

This section sets expectations. It does not remove any right consumer law gives you that cannot be excluded.

We will run the service with reasonable skill and care and take a daily backup of the database. We do not promise uninterrupted or error-free operation and do not offer a service-level credit. We may change or retire features; if a change materially reduces what you pay for, you may cancel and receive a pro-rated refund of any prepaid period.

Australian Consumer Law

Our services come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in these terms excludes, restricts or modifies any right or remedy you have under that law, or under any other law, that cannot lawfully be excluded, restricted or modified. To the extent the law permits, our liability for a failure to comply with a consumer guarantee in relation to the service is limited, at our option, to supplying the service again or paying the cost of having it supplied again.

Other warranties

Apart from those guarantees and what these terms say expressly, the service is provided as is, without other warranties, whether express or implied, including fitness for a particular purpose.

Limits on liability

To the fullest extent the law allows, neither party is liable to the other for indirect or consequential loss, lost profits or lost business. Our total liability to you under or in connection with this agreement in any 12-month period is limited to the greater of the fees you paid us in the 12 months before the claim and US$100. These limits do not apply to liability that the law does not allow to be limited, including liability for fraud or for death or personal injury caused by negligence.

Your indemnity

You will indemnify us against third-party claims, and the reasonable costs of dealing with them, that arise from content you or your clients publish through the service, from reviews solicited in breach of section 4, or from your breach of section 7, except to the extent the claim was caused by our breach of these terms or our negligence.

You may cancel from the billing page at any time. Before you do, export what you need; every client’s data is available as CSV from the dashboard while it is active or read-only.

We may suspend or close a workspace if you breach these terms, if a payment is more than 14 days overdue, or if the law requires it. Where practical we will warn you by email and give you a chance to fix the problem first.

After closure we delete workspace data as described in section 7. The sections on content, data processing, early access, our promises and limits, and changes and law continue to apply after the agreement ends.

We may update these terms. We will email your support address at least 14 days before a change takes effect, and if you do not accept it you may cancel before that date; continued use after that date is acceptance. A correction that does not change the substance, such as a typo, a renamed provider or updated contact details, takes effect when published on this page.

This agreement is governed by the law in force in Queensland, Australia, and the courts there have exclusive jurisdiction, except that either party may seek an injunction anywhere to protect its intellectual property or confidential information.

If any part of these terms is found unenforceable, the rest stays in force. These terms and the privacy policy are the whole agreement between us about the service. Neither party may assign it without the other’s consent, except that we may assign it to a successor of our business on notice to you.

Notices to us go to contact@rakislabs.com or to A.C.N. 702 736 936 PTY LTD (ABN 35 702 736 936), Parcel Locker 10, Toowong QLD 4066, Australia. Notices to you go to your workspace support email.