Terms of Service

The agreement

These terms are between Urvano Inc ("we", "us") and the business that opens an account ("you"). By using Urvano you agree to them. If you are agreeing on behalf of a company, you confirm you are authorized to do so.

How Urvano works, and what you are authorizing

Urvano drafts marketing for your business (website pages, town pages, blog posts, social posts, advertising, listing updates, and replies to your reviews and enquiries) and manages the leads and appointments those produce.

You are authorizing us to act for your business in those actions, and each one goes out on your instruction. Every ad, social post, website page, town page and blog post is held for your approval before it goes out. Your approval is your instruction to publish it under your business name, and none of those is published without it.

• The instant reply to a new lead goes out automatically, in your name, and only from a follow-up template you have approved, with no tap for each lead. Until you approve one, new leads' replies wait. Replies to reviews on your business listing always wait for your approval, and approving them never switches on posting without asking.
• Review requests to your customers. After you mark a job completed, we draft one email asking that customer for a review and hold it for your approval. It goes out in your name only after you approve it: one request per completed job, and never a new request to the same customer within 90 days. When you approve it you can also switch on one reminder, sent about six days later; it is off unless you turn it on, and it is not sent if the customer replies, leaves a review or unsubscribes. These requests rely on your existing relationship with that customer, so send them only to people you actually served. Every email carries a working way to stop receiving them, and we honour it for every future request from your business.
• Publishing without asking, earned. For blog posts and town pages only, after you have approved twenty of that kind in a row without changing a word, we offer you a switch to publish that kind without asking. You switch it on yourself; we never switch it on for you. Anything published that way can be taken back for a day with one tap, and one rejection or one edit of that kind switches it back to asking. Ads, social posts, and your home and service pages can never be switched on this way.

Our own checks run on everything. We may hold or refuse to publish an item they flag, even after you have approved it, and when that happens we tell you what was held and why.

You remain responsible for what is published under your name, and you can withdraw the authorization at any time.

Our team and your account

A person on our team can open your account to help you. We do that for these reasons only. You asked us for help. We are fixing a problem you told us about or one our own checks found. We are checking for abuse, fraud, or a security problem, or keeping the service running. We are running and billing the service. Or the law requires it.

Every time a person on our team opens your account through our support screens, we record the date and time. When it is to help you or to change something, we also record the kind of reason. You can read that record in Settings, then Help, unless the law does not allow us to show it yet. It says a person on our team, never a name. You can ask us for a copy at any time.

Anyone we allow to see customer accounts must keep what they see private and may use it only for the reason the account was opened. Every open through our support screens is recorded. Access is limited to what the job needs. Misuse is treated as a security problem, and if it touches your account we tell you.

We never show one business's leads, content, or results to another business in a way that identifies it, and we never use them to do work for another business. The only thing we use across businesses is de-identified patterns, as the Your content and ours section says.

We send you account emails about your account, your approvals, your leads and your billing while your account is open; marketing emails from Urvano are separate, every one has a stop link, and stopping them does not stop account emails.

When we do work inside your account for you

If you ask us to, a person on our team can do some work inside your account. That can be drafting a social post, a town page, or a blog post for you, changing your plan, or giving you free access for a period.

Anything we draft goes into the list of items waiting for your approval, like everything else. Nothing goes live, and nothing is spent, until you say yes. On the web dashboard the draft shows that it came from our team, and that Urvano's software drafted it.

We change your plan only when you ask us to, and we keep a note of your request with the change. We may add free access when you ask us, or to put something right. Either way it is recorded in your account history as done by our team, not by you. We tell you in your account history on the web dashboard and by email what changed. We never spend advertising money for you; that stays with your own accounts, as the Advertising spend is yours section says.

If you ask, a person on our team can start a password reset for you, sign you out everywhere, or change the email address on your account. A reset reaches you by email. The change is recorded in your account history as done by our team. We tell the old address first.

We act on a request from the account owner made inside the app or from the email address on the account. We may rely on a request that comes from there.

Looking at your account the way you see it

Sometimes the fastest way to help is to see parts of your dashboard the way you see them. When a person on our team does that:

• It is read-only. Nothing can be published, sent, changed, approved, or bought from that view.
• Your leads, bookings, and messages are never part of that view.
• It ends on its own after a short fixed time. The record shows when it started and when it ended.
• The person sees a banner with your business name the whole time.
• We tell you in your account history on the web dashboard and by email each time it happens, with the kind of reason. The record in Settings, then Help shows the date and time.
• It goes into the record described above.

You can turn this off in Settings, then Help. If you turn it off, we can still help with what you send us. We can still open your account this way to deal with a security problem, abuse, or fraud, to keep the service running, or when the law requires it. When we do that, we tell you afterward unless the law does not allow it.

What you are responsible for

• The accuracy of the facts you give us about your business, including licence, insurance, warranty, and any credential you ask us to publish. We publish claims on your instruction; we do not verify them for you, and some claims we will hold or refuse.
• Holding the licences and registrations your trade requires where you operate.
• Your own compliance obligations toward the people who contact you, including how you contact them afterwards.
• Your accounts on connected platforms and the advertising spend charged to your own payment methods on those platforms.

Advertising spend is yours

Your advertising accounts, pages, listings, and billing relationships stay yours. Ad spend is charged to you by the platform directly. We never take custody of your advertising budget, and our subscription fee is separate from it.

Your content and ours

You keep ownership of everything you give us and of the content we produce for your business, including the logos, pages, and posts created for you. You grant us the licence needed to host, publish, and distribute that content to run the service. We keep ownership of the software itself.

We use aggregated, de-identified performance patterns to improve the service for everyone. That never includes your customer lists, your content, or anything identifying your business being shown to another customer.

Acceptable use

Do not use the service for anything unlawful, to publish content you have no right to publish, to make claims you cannot substantiate, or in a way that breaks the rules of a connected platform. Platforms restrict certain advertising categories, and where they do we follow their rules rather than yours.

Fees, billing, and cancellation

Subscriptions are month-to-month with no contract and no setup fee. Fees are billed in advance for the period. You can cancel at any time, effective at the end of the period you have paid for; we do not pro-rate part-months. If we change prices we will tell you before the change applies to you. Any credit on your account comes off a bill before your card is charged.

Free trials, free months, credits, and free access

Your free trial. Your free trial ends on the date shown in Settings. We do not take a card to start it. It does not turn into a paid plan by itself. When it ends, the work stops: no new posts, no new pages, and nothing is charged. We tell you in your account history on the web dashboard and by email before it ends, unless we end it under Ending the agreement. While payments are switched off, nothing is charged, and Settings says so. Settings will say when you can start a plan. Everything the trial made stays yours. Your account stays open, and you can export everything at any time. One free trial per business. We can change or end the free trial offer for new signups at any time.

Free months, credits, and free access. Sometimes we give you service for free. That can be a free month, a credit on your account, or free access a person on our team grants when you ask. These rules apply to all of them.

• It is not money. It has no cash value. We do not pay it out, refund it, or swap it for anything else. It cannot be sold, given away, or moved to another business or account.
• It covers your monthly subscription and nothing else. It never covers advertising spend; the advertising platform bills that to you directly. If a bill is more than your credit, you pay the difference.
• Free access on an account that has not paid yet works like a longer trial. No card, no automatic plan, and the end date is shown in Settings. When it ends and you are not on a paid plan, the work stops and nothing is charged.
• When payments are switched on, a credit on a paid account comes off your next bill. When it has an end date, the end date is shown in Settings.
• We can take it back if it came from fraud, a second account, a false referral, a mistake on our side, or breaking these terms. We tell you in your account history on the web dashboard when we do.
• We can change or end a promotion for the future at any time. What you have already been given keeps its rules.
• One per business unless the offer says otherwise. Accounts created only to collect free access get nothing.

Availability

We work to keep the service running and available, and we will tell you about planned interruptions. We do not promise uninterrupted service, and we depend on platforms and providers whose availability is not ours to guarantee.

If your account's use goes far above normal, or to protect the service, we may limit new work for the rest of the month, or until we clear it. We may also pause an account to protect the service or while we sort out a billing problem. Either way, we tell you in your account history on the web dashboard and by email that day or the next. If we pause your whole account, we do not bill you for a new period while it is paused. If we only limit new work, the rest of your service keeps running and your plan continues. If that left you short, a person on our team can add free time to your account.

Ending the agreement

You can close your account at any time. We may suspend or close an account that breaks these terms, that puts the service or another customer at risk, or where required by law. When an account closes it stays open for export for 30 days, after which we delete it on the schedule in the Privacy Policy.

Disclaimers and limits

We do not guarantee any particular marketing result, ranking, lead volume, or revenue. Nothing here is legal advice. To the extent the law allows, the service is provided as-is, and our total liability for any claim is limited to the fees you paid us in the twelve months before it arose.

The chat on our website is AI software and describes Urvano in general terms. It can be wrong. What you buy, what it costs and what we owe you is set by the Pricing page and these Terms.

Changes to these terms

We will update the effective date above and tell account holders directly when a change is material. When a change is material we ask you to agree to it again inside the app before you carry on. For other changes, continuing to use the service after the effective date means you accept them.

Contact

support@urvano.ai

Already a customer? The fastest lane is inside the app: Settings, then Help.