Freefo Terms

1. Introduction - Your agreement with us

1.1 Your agreement is with Feefo Holdings Limited, a company registered in England and Wales with company number 7191962 whose registered office is at Feefo Barn, Heath Road, Petersfield, Hampshire GU31 4HT (“Feefo”, “us”, “we”).

1.2 The Agreement consists of these terms and conditions together with the Order Form, as amended from time to time in accordance with clause 13.4 (“Conditions”). No other document or statement (whether written or oral) will form any part of this Agreement.

1.3 By accepting these Conditions, you allow Feefo to contact you to talk about the Services, including the potential take up of a paid service from Feefo.

1.4 A reference to writing or written includes fax and email.

1.5 Definitions used in this Agreement are as set out in the body of these Conditions and more particularly at the end at clause 14.

2. Commencement and term

2.1 This Agreement shall remain in effect for the time that you are using the Services and shall continue unless and until terminated in accordance with clause 8 (“Term”).

3. Providing and using the services

3.1 We shall supply the Services free of charge for the Term, using reasonable skill and care limited to the extent set out in these Conditions.

3.2 We shall have the right to make changes to the Services which are necessary to comply with any applicable law, or which do not materially affect the nature or quality of the Services, and we shall notify you in any such event.

3.3 You shall display the Feefo logo (as shown at the top of these Conditions) together with the Feefo Rating on your website at all times in a position where it can be seen by visitors to your site as soon as reasonably practicable.

3.4 You acknowledge that all Intellectual Property Rights in or arising out of or in connection with the Services and the Feefo logo are the sole property of Feefo and/or its licensors. You are granted a non-exclusive, non-transferable, revocable licence for the Term to use the Services and the Feefo logo solely as provided in this Agreement. You must use all reasonable efforts to ensure that you do not do anything which damages the goodwill and reputation in the Services and/or the Feefo logo and name.

3.5 We cannot guarantee that the Feefo Website or the Services will be available at all times. The Services are provided “as is”, without warranty of any kind save as may be expressly provided in the Order Form. All conditions, warranties and representations implied by law or by trade custom are hereby excluded.  It is for you to ensure that the Services we provide under this Agreement are suitable for your business, including upgrading your systems to support updated web browser software, as required.  We use reasonable endeavours to use ‘obscenity filters’ on the Feefo Website.

4. Customer data

4.1 You agree that you are solely responsible for providing us with the Customer Data and you acknowledge that our Services under this Agreement are dependent on the provision to us by you of the Customer Data.

4.2 You warrant, represent and undertake that:

4.2.1 you have the right to lawfully supply us with the Customer Data and that our use of the Customer Data in accordance with these Conditions shall not be in breach of any Data Privacy Laws, infringe the Intellectual Property Rights of any third party or otherwise be in breach of any applicable law; and

4.2.2 no laws relating to the protection of personal data or privacy apply to you, other than the Data Privacy Laws.

4.2.3 Any breach of this clause 4.2 shall be considered a material breach for the purposes of clause 8.1.2.

4.3 You further warrant, represent and undertake that:

4.3.1 the Customers have not been chosen selectively to manipulate the content or quality of Feedback; and

4.3.2 the Customer Data is genuine, true, accurate and complete in all material respects and has not been manipulated, censored or edited by you.

4.4 Subject to clause 7, we shall only use the Customer Data for the purposes of:

4.4.1 obtaining the Feedback in accordance with these Conditions;

4.4.2 to inform the Customer of a response you have made to his/her comments; and

4.4.3 for the purpose of satisfying our obligations and exercising our rights under this Agreement.

4.5 We will contact Customers by sending a jointly branded email to request the Feedback (“Customer Emails”). We retain complete control over the format and content of the Customer Emails.  You shall have the right to make requests regarding potential changes to the Customer Emails and we shall use our reasonable endeavours (but are not required) to incorporate any reasonable request made by you into the Customer Emails. 

4.6 You grant us for the Term, a royalty free, non-exclusive, non-transferable, irrevocable, worldwide licence to use your Intellectual Property Rights in your name, logo, brand and get up (“Brand”) for the Customer Emails and the purpose of promoting the Services by means of reference on the Feefo Website and in our public statements and publicity material to the fact that you are participating in the Services, provided that in doing so we use reasonable efforts to ensure that we do not do anything which damages your Brand.

5. Feedback

5.1 You agree and acknowledge that we may publish any and all Feedback on the Feefo Website and may provide such Feedback to Internet based search engines for up to two years from the date of receipt from the Customer.

5.2 You shall ensure that all responses made by you to any Customer that has provided Feedback are genuine, true and accurate, are not manipulated or misleading in any way and do not contain any material that may reasonably be construed as offensive, defamatory, unlawful or as containing special category data (as defined in the Data Privacy Laws). We reserve the right to amend, delete, redact or anonymise any Feedback (or your responses to Feedback) which could be reasonably construed as offensive, defamatory, unlawful or as containing special category data.

5.3 On termination of this Agreement, we shall remove all Feedback from your Customers and/or relating to you from the Feefo Website if requested to do so by you in writing. Feedback may not be used by other feedback websites. For the avoidance of doubt, you may not require us to delete Feedback where we have another purpose for retaining it, or right to retain it, under clauses 6.5, 7 or as otherwise required by law.

5.4 To the extent that any Intellectual Property Rights in the Feedback vest in us, we hereby assign to you (including by way of future assignment) all the right, title and interest in and to such Intellectual Property Rights.

5.5 Where we assign Intellectual Property Rights in Feedback to you pursuant to clause 5.4, you grant to us:
5.5.1 an exclusive and irrevocable (except in accordance with clause 5.3) licence to continue publishing the Feedback in the form in which it is published on the Feefo Website; and

5.5.2 an exclusive, perpetual, transferable and non-revocable licence to use the Feedback: to carry out market research for ourselves, our clients, or the general public; to compile analysis, reports and other materials, provided that in each case Feedback is only included in such materials in an anonymised form.  For the avoidance of doubt the Intellectual Property Rights in such materials created by us using the Feedback will belong to us.

6. Other purposes

6.1 Notwithstanding clauses 4.4 and 5.5, we will not be restricted in how we use Customer Data or Feedback where:

6.2 we have obtained the same data from third parties, including from the Customers themselves;

6.3 we are required to use such data in a particular way, or retain it, by applicable law;

6.4 we retain such data as part of our business continuity and disaster recovery processes and procedures; or

6.5 we require such data to bring or defend potential claims made by third parties.

7. Data protection

7.1 Where a capitalised term used in this clause 7 is not defined within these Conditions, it will have the meaning given to it by Data Privacy Laws.

7.2 Each party shall, in relation to this Agreement, comply with the Data Privacy Laws applicable to it.

7.3 You agree that:

7.3.1 in respect of sending Customer Emails, we act as your Processor; and

7.3.2 in respect of Feedback, we act as a Controller in our own right.

7.4 Both parties agree that where we Process Customer Data as Processor pursuant to clause 7.3:

7.4.1 the subject matter of the processing is the sending of emails;

7.4.2 the duration of the processing shall be for the Term;

7.4.3 the nature and purpose of the processing is the carrying out of market research for the purposes of product development and quality monitoring;

7.4.4 the types of personal data involved are names and email addresses; and

7.4.5 the categories of data subject are the Customers.

7.5 Where we Process Customer Data as Processor pursuant to clause 7.3, we will:

7.5.1 procure that appropriate technical and organisational measures are taken against unauthorised or unlawful processing of such Customer Data and against accidental loss or destruction of, or damage to, such Customer Data, taking into account the nature of the Customer Data;

7.5.2 in relation to such Customer Data, act only on your documented instructions as set out in this Agreement or as otherwise documented in writing;

7.5.3 process such Customer Data only to the extent, and in such manner, as is necessary for the purposes of this Agreement;

7.5.4 use reasonable endeavours to ensure the reliability of our Staff with access to such Customer Data and ensure that all such Staff are under obligations of confidentiality in relation to such Customer Data;

7.5.5 only engage a sub-contractor to Process Customer Data, or otherwise disclose Customer Data to a sub-contractor, if: we have notified you of such intended appointment or disclosure no less than 30 days prior to the sub contractor’s appointment; you have not objected to such appointment within 14 days of receiving such notice. Where you object to such appointment or disclosure in accordance with clause, we will inform you within seven days of such objection whether we will uphold your objection. Where we do not uphold such objection, you may terminate this Agreement immediately by giving us notice;

7.5.6 where appointing a sub-contractor pursuant to clause 7.5.5: ensure that such sub-contractor complies with Data Privacy Laws; engage such sub-contractor on a written agreement giving commitments in relation to the processing of such Customer Data no less onerous than set out in this Agreement; and remain liable to you for the acts of any such sub-contractor in relation to such Customer Data;

7.5.7 at your cost and considering the nature of the processing and the information available to the Processor, provide you reasonable assistance to assist you in meeting your obligations under Chapter III of the GDPR and Articles 32 to 36 of the GDPR;

7.5.8 only transfer such Customer Data outside the EEA in compliance with Data Privacy Laws;

7.5.9 at your cost, provide you with reasonable information to demonstrate our compliance with this clause 7, and no more than once in 12 consecutive months allow for and contribute to audits conducted by you or your representative (provided that such representative is bound to obligations of confidentiality no less onerous than those found in this Agreement);

7.5.10 notify you if, in our opinion, an instruction given by you breaches the GDPR; and

7.5.11 delete or return Customer Data (and any copies of Customer Data unless retention is required by applicable law) to you: on termination of this Agreement; or upon your written request (provided that such deletion shall excuse us from our obligations to the extent such request means we are unable to meet them).

7.6 Without prejudice to clause 7.5, each of us will provide such help and co-operation as is reasonably necessary or requested by the other to enable compliance with this clause 7.

8. Termination

8.1 Without affecting any other right or remedy available to it, either party may terminate this Agreement:

8.1.1 at any time by giving the other party 14 days written notice;

8.1.2 if the other party commits a material breach of any term of this Agreement and (if such breach is remediable) fails to remedy that breach within 7 days of that party being notified in writing to do so; or

8.1.3 the other party takes any step or action in connection with its entering administration, provisional liquidation or any composition or arrangement with its creditors, being wound up, having a receiver appointed to any of its assets or ceasing to carry on business.

8.2 Should an account remain inactive (whereby no reviews have been left) for a reasonable period of time Feefo shall have the right to terminate the account and delete all reference to your name from the Feefo Website.

8.3 On termination of this Agreement for whatever reason:

8.3.1 Subject to clause 5.3, Feefo has the right to hold reviews collected for a reasonable period of time to be displayed on our public facing view vendor page.

8.3.2 Any provision of this Agreement that expressly or by implication is intended to come into or continue in force on or after termination shall remain in full force and effect.

9. Limitation of liability

9.1 Nothing in this Agreement limits or excludes either party’s liability for:

9.1.1 personal injury or death caused by its negligence;

9.1.2 fraud or fraudulent misrepresentation; or

9.1.3 any other liability that may not be lawfully excluded or limited under English law.

9.2 Subject to clause 9.1, neither party shall have any liability arising under or in connection with this Agreement for:

9.2.1 any loss of profits or revenues;

9.2.2 any loss of business opportunity;

9.2.3 any loss of goodwill or reputation;

9.2.4 any loss of data; or

9.2.5 any indirect, consequential or special loss.

9.3 Subject to clauses 9.1 and 9.2, our total aggregate liability to you arising under or in connection with this Agreement shall not exceed £1,500.

10. Confidentiality 

10.1 The parties shall keep each other’s Confidential Information confidential and, except with the prior written consent of the other, will:

10.1.1 not use or exploit the Confidential Information in any way except for the purpose of exercising its rights or performing its obligations under this Agreement;

10.1.2 not disclose or make available the Confidential Information in whole or in part to any third party, except as expressly permitted by this Agreement; and

10.1.3 apply the same security measures and degree of care to the Confidential Information as it applies to its own confidential information (and which in any event be no less stringent than the measures and care which it is reasonable to expect of a person operating in the same sector or in the same circumstances).

10.1.4 The parties may each disclose the other’s Confidential Information to officers, agents, employees and professional advisers who need to know it for the purpose of this Agreement provided that:

10.1.5 it informs each such person of the confidential nature of the Confidential Information; and

10.2 it procures that each such person will comply with this clause 10, and it will be liable for the failure of any such person to comply with this clause 10.

10.3 A party may disclose Confidential Information to the extent required by law, any governmental or regulator authority or court or other authority of competent jurisdiction or the rules of a listing authority or stock exchange provided that, to the extent it is legally entitled to do so, it gives the other as much notice of that disclosure as possible and, where notice of disclosure is not prohibited and is given in accordance with this clause 10.3, it takes into account the reasonable requests of the other in relation to the content of that disclosure.

11. Marketing and promotional announcement

11.1 You agree that we may identify you as a client of Feefo on the Feefo Website and to other businesses, for instance in a pricing proposal.

12. Notices

12.1 Any notice or other communication given to a party under or in connection this Agreement shall be in writing addressed to the respective party’s address as set out in the Order Form (or as otherwise notified from time to time) and delivered by pre-paid first-class post or other next working day delivery service, commercial courier, fax or email.

12.2 Notices or other communications shall be deemed to have been received if sent by pre-paid first class post, or other next working day delivery service, at 9 am on the second business day after posting, if delivered by commercial courier, on the date and at the time that the courier’s delivery receipt is signed; and if sent by fax or email, one business day after transmission.

13. General

13.1 Except in connection with a corporate re organisation or to any successor in title to the business, you shall not, without our prior written consent (not unreasonably withheld or delayed) assign, transfer, charge, mortgage, subcontract or deal in any other manner with all or any of your rights or obligations under this Agreement. We may at any time assign, transfer, charge, mortgage, subcontract or deal in any other manner with any or all of our rights and obligations under this Agreement, provided that we give you prior written notice of such dealing. 

13.2 This Agreement constitutes the entire agreement between the parties and supersedes and extinguishes all previous agreements, promises, assurances, warranties, representations and undertaking them, whether written or oral, relating to its subject matter.

13.3 No person who is not a party to this Agreement shall have any right to enforce any term of this Agreement.

13.4 No amendment or addition to this Agreement shall be made unless made in writing and signed by both parties.

13.5 The parties are not partners or in a joint venture and neither party is entitled to act as or represent itself as agent for the other nor to pledge the other’s credit.

13.6 Any failure or delay by either party in enforcing any provision of this Agreement will not be construed as a waiver of any rights under them.

13.7 If any provision or term of this Agreement shall be declared illegal, invalid or unenforceable for any reason whatsoever, such terms or provisions shall be divisible from this Agreement.

13.8 This Agreement and all non-contractual obligations arising out of or in connection with it are governed by English law and subject to the exclusive jurisdiction of the English courts.


14. Definitions

The following definitions apply in these Conditions:

Confidential Information” means all confidential or commercially sensitive information disclosed on or after the date of the Order Form which the person receiving it knows or ought reasonably to know or by its very nature is confidential;

Customers” means the customers of your business whom you have requested that we contact for Feedback;

Customer Data” means the data provided by you to us relating to Customers, which shall include only each Customer’s name, email address and the product or service that they purchased from you;

Data Privacy Laws” means the UK Data Protection Legislation and any other European Union legislation relating to personal data and all other legislation and regulatory requirements in force from time to time which apply to a party relating to the use of personal data (including, without limitation, the privacy of electronic communications);

Feedback” means the feedback provided to us by Customers relating to your business (including any other data provided with that feedback) and, where relevant, your response;

Feefo Rating” means the product rating and/or service rating, as applicable, prepared by us for you on a daily basis;

Feefo Website” means the website to which the domain name <> resolves;

Intellectual Property Rights” means rights in inventions, patents, copyright and related rights, rights in designs, rights in databases, rights in confidential information (including know how and trade secrets) and rights in trade marks, service marks, trade, business and domain names, whether registered or unregistered and all similar or equivalent rights or forms of protection in any part of the world;

Order Form” means the agreement between us to which these Conditions apply which will include (without limitation) your details and a description of the agreed Services;

Services” means the ratings, feedback and support services provided to you by us in accordance with these Conditions as more particularly described in the Order Form;

Staff” means any persons employed by Feefo, or any servant, contractor, consultant, agent or suppliers, engaged by Feefo to perform any obligations related to this Agreement;

UK Data Protection Legislation” means all applicable data protection and privacy legislation in force from time to time in the UK including the General Data Protection Regulation ((EU) 2016/679) (“GDPR”); the Data Protection Act 2018; the Privacy and Electronics Communications Directive (2002/58/EC) (as updated by Directive 2009/136/EC) and the Privacy and Electronic Communications Regulations 2003 (SI 2003/2426) as amended; and

You”, “Your” means the person or firm who receives the Services from Feefo.