Terms &
Conditions

1.1 Overview

These Terms and Conditions govern the provision and use of services supplied by AIM.

By purchasing a service from AIM, starting a subscription or otherwise instructing AIM to begin providing services, you agree to be bound by these Terms and Conditions.

1.2 Our Services

AIM provides services relating to Google Business Profiles, Google Maps visibility and online reputation management.

Depending on the package purchased, services may include Google Business Profile audits, profile optimisation, ongoing profile management, profile updates, monitoring, local visibility work, review management and review automation.

The precise services included will depend on the package, subscription or additional services purchased by the client.

AIM may reasonably update, improve or change the way its services are delivered where necessary to maintain or improve the service.

1.3 Client Responsibilities

The client is responsible for providing AIM with accurate, complete and current information that is reasonably required for AIM to deliver the service.

This may include business information, opening hours, service details, photographs, contact information and access to relevant accounts or profiles.

The client must also provide reasonable cooperation where AIM requires action from the business owner, including completing Google verification or re-verification processes.

If required information, access or cooperation is not provided, AIM's ability to deliver the service may be delayed or affected.

1.4 Changes to These Terms

AIM may update these Terms and Conditions from time to time.

Where a material change directly affects an existing client's subscription or obligations, AIM will aim to provide reasonable notice before that change comes into effect.

1.5 Intellectual Property

AIM retains all rights in its own systems, processes, software, documentation, templates, materials and other intellectual property used to provide the service.

Clients may not reproduce, distribute, resell, license or commercially exploit AIM's proprietary materials without prior written permission.

The client retains ownership of their own business information, branding, photographs, content and Google Business Profile.

2.1 Set-Up Fee

Where a set-up fee applies, this will be charged at the price displayed at checkout or otherwise agreed with the client.

The set-up fee covers work associated with onboarding, auditing, initial profile setup and optimisation and other initial work required to begin providing the service.

Any applicable VAT will be charged in accordance with UK law.

2.2 Monthly Subscription Fees

Ongoing services are provided on a recurring subscription basis unless otherwise agreed in writing.

Subscription fees will be charged automatically using the payment method supplied by the client and according to the billing schedule shown at checkout.

The monthly fee covers the services included within the client's selected AIM package.

Where optional services are added, including AIM's review automation service, the relevant additional recurring charge will also apply.

2.3 Automatic Renewal

Unless otherwise agreed, subscriptions automatically renew on a monthly basis.

The subscription will continue to renew until it is cancelled in accordance with the cancellation terms set out in Section 3.

2.4 Payment

Clients are responsible for ensuring that their subscription payments remain up to date.

If a payment fails or becomes overdue, AIM may retry the payment method provided and may contact the client regarding the outstanding balance.

AIM reserves the right to suspend or restrict services while an account remains overdue.

Continued non-payment may result in termination of the service.

Any amount that became payable before suspension or termination remains due.

2.5 Refunds

Except where required by law, AIM operates a no-refund policy and fees paid to AIM are generally non-refundable and non-transferable.

This includes, without limitation, set-up fees, recurring subscription fees and fees relating to services or work that has already commenced or been provided.

AIM may, at its sole discretion, consider individual refund requests on a case-by-case basis. The consideration of a refund request does not create an automatic entitlement to a refund.

Where AIM agrees to issue a refund, the amount refunded may be reduced to reflect work already undertaken, services already supplied, costs already incurred or commitments made by AIM in connection with providing the client's service.

These deductions may include, where applicable, costs associated with website creation or development, website maintenance, website hosting, set-up and onboarding work, third-party services, software, platform costs and other non-recoverable expenses incurred in delivering the client's service.

AIM will determine the amount of any discretionary refund after taking into account the circumstances of the request, the work completed and the costs incurred up to that point.

2.6 Suspension or Termination by AIM

AIM reserves the right to suspend or terminate a client's service where reasonably necessary.

This may include circumstances involving non-payment, misuse of the service, unlawful activity, abusive behaviour, attempts to manipulate review platforms, or a material breach of these Terms and Conditions.

3.1 How to Cancel

Clients wishing to cancel their AIM subscription should manage their subscription through AIM's secure billing portal.

The billing portal allows the client to access the subscription associated with their AIM account and submit the relevant cancellation request.

3.2 Cancellation Notice

Unless otherwise agreed in writing, AIM requires 30 days' notice to cancel an ongoing subscription.

The notice period begins when a valid cancellation request is received.

The subscription remains active during the notice period.

3.3 Payments During the Notice Period

Cancellation does not immediately end the client's subscription on the date that notice is provided.

Where a recurring payment falls due during the 30-day notice period, that payment may still be collected.

AIM will continue providing the subscribed service during the applicable notice period.

3.4 Outstanding Amounts

All valid charges and outstanding amounts that became payable before the effective cancellation date remain due.

AIM may take reasonable steps to recover overdue amounts that remain unpaid after cancellation.

3.5 Refunds Following Cancellation

Cancellation of a subscription does not automatically entitle the client to a refund of fees already paid.

Except where required by law, AIM's general policy is that payments made before a valid cancellation takes effect are non-refundable.

AIM may, at its sole discretion, review a refund request following cancellation on a case-by-case basis.

Where a discretionary refund is approved, AIM may deduct amounts relating to work already completed, services already provided and costs already incurred.

This may include costs associated with website creation or development, website maintenance, website hosting, set-up and onboarding work, third-party services, software, platform costs and other non-recoverable expenses associated with providing the client's service.

The amount of any refund, if approved, will be determined by AIM after considering the individual circumstances of the request.

3.6 Cancellation Confirmation

Clients should retain any confirmation provided through the billing portal or by AIM confirming that cancellation has been requested or completed.

Where a client believes their subscription has been cancelled but continues to be charged, they should contact AIM as soon as reasonably possible.

3.7 Chargebacks and Payment Disputes

If a client believes that a payment has been taken incorrectly, they should contact AIM first so that the issue can be investigated.

Where an unjustified chargeback is initiated in relation to an amount properly payable under these Terms and Conditions, AIM reserves the right, where legally permitted, to recover reasonable administrative costs incurred in responding to the dispute.

Where applicable, this may include an administrative fee of up to £50 in addition to any legitimate unpaid subscription fees.

3.8 Reactivating a Cancelled Subscription

A client wishing to return to AIM after their subscription has ended may be required to purchase a new subscription.

The prices, packages, set-up fees and Terms and Conditions in force at the time of the new subscription will apply.

4.1 Google Verification

Google may require a business to verify its Google Business Profile before certain profile features become available or before AIM can complete parts of the optimisation process.

Google determines which verification methods are available to each business.

Verification may include video verification, telephone, email, documentation or another method selected by Google.

4.2 AIM's Role

AIM will provide reasonable guidance to help the client complete Google's verification process.

However, Google controls the verification system and AIM cannot complete certain verification steps on behalf of the business owner.

The client remains responsible for completing any actions or providing any information that Google requires directly from the business.

4.3 Verification Information

The client must ensure that any information supplied to Google or AIM in connection with verification is accurate and legitimate.

Where Google requests photographs, videos, documents, verification codes or other evidence, the client should provide or complete these requirements as promptly as reasonably possible.

4.4 Verification Delays

Delays in completing verification may prevent or delay AIM from completing parts of the service.

AIM is not responsible for delays caused by Google's verification process, Google's internal review procedures or a client's failure to complete requested verification steps.

4.5 Re-Verification

Google may require a business to verify its profile again even where the profile has previously been successfully verified.

Re-verification may temporarily affect the availability or visibility of a Google Business Profile.

AIM will provide reasonable assistance where re-verification forms part of the service, but Google's processing times and decisions remain outside AIM's control.

4.6 Suspended or Restricted Profiles

Google may suspend, restrict, disable or otherwise limit a Google Business Profile.

These decisions are made by Google and may occur for reasons outside AIM's control.

Where significant additional work is required to investigate a suspension, prepare reinstatement information or assist with an appeal, AIM may charge an additional fee.

Where reasonably possible, any additional fee will be communicated before that work begins.

AIM cannot guarantee that Google will verify, reinstate or approve any Google Business Profile.

5.1 Google Controls Its Rankings

Google Business Profile visibility and Google Maps rankings are determined by Google.

AIM does not own, operate or control Google's ranking systems, algorithms or search results.

Rankings may change over time and may vary depending on the person searching, their location, the search phrase used and other factors.

5.2 No Guaranteed Ranking

AIM's service is designed to improve and maintain the quality of the client's Google Business Profile and give the business the best reasonable opportunity to improve its visibility.

No legitimate third-party provider can control where Google ultimately chooses to rank a business.

5.3 Factors Affecting Visibility

A business's Google Maps and local search visibility can be affected by a wide range of factors.

These may include:

• Google algorithm changes
• The searcher's physical location
• The search phrase being used
• The client's business category
• Competitor activity
• Customer reviews and ratings
• Google Business Profile activity
• Changes to the client's business information
• Google policy changes
• Verification or re-verification
• Google suspensions or restrictions
• Other factors outside AIM's reasonable control

5.4 Timeframes

Google Business Profile optimisation is an ongoing process and AIM cannot guarantee that a particular result will occur within a particular timeframe.

Some businesses may see changes relatively quickly while others may take longer depending on their market, location, competition, existing profile strength and other factors.

5.5 Leads, Calls and Sales

AIM cannot guarantee a specific number of phone calls, enquiries, bookings, website visits, customers or sales resulting from the service.

The commercial performance of a business will also depend on factors outside AIM's control, including pricing, availability, customer service, competition, market conditions and the client's ability to convert enquiries into paying customers.

5.6 AIM's Commitment

AIM will provide its services with reasonable skill and care.

AIM will work to improve, maintain and manage the client's Google Business Profile in accordance with the package purchased.

Where relevant, this may include improving profile completeness, keeping information up to date, adding appropriate content, maintaining profile activity and supporting the business's wider local visibility.

5.7 Reporting and Tracking

Where included within the client's package, AIM may provide reporting, dashboards or updates relating to Google Business Profile performance.

Depending on the data available, this may include ranking data, profile interactions, calls, website visits, direction requests, reviews or other relevant performance indicators.

Data supplied by Google or other third-party platforms is dependent on those platforms' own systems and AIM cannot guarantee the accuracy or continued availability of third-party reporting data.

5.8 Client Cooperation

The client's cooperation can materially affect AIM's ability to provide the service effectively.

The client agrees to provide reasonable assistance where necessary, including:

• Providing accurate and current business information
• Providing photographs or other relevant business content
• Responding to reasonable requests from AIM
• Completing Google verification when required
• Providing appropriate profile access
• Informing AIM of significant changes to the business
• Keeping business opening hours and contact details accurate

5.9 Reviews and Review Automation

Where the client purchases AIM's review automation service, the service is intended to help the business request and manage genuine feedback from real customers.

The client is responsible for ensuring that any customer information supplied to or used with the review automation system has been collected and may be used in accordance with applicable law.

AIM's review tools must not be used to create fake reviews, impersonate customers, purchase reviews or otherwise manipulate Google or another review platform in breach of its rules.

Google and other review platforms may change their rules, functionality or policies at any time.

AIM cannot guarantee that every customer will leave a review or that every submitted review will remain published by Google.

5.10 Changes Made by Google

Google may change its products, algorithms, policies, functionality, ranking systems or verification requirements at any time.

AIM is not responsible for losses, delays or changes in visibility caused directly by changes made by Google or another third-party platform outside AIM's reasonable control.