Terms and Conditions

Last updated: 4 October 2026

These terms cover your use of the Signal Sequence website and, if you become a client, the reputation management services we provide. We've written them in plain English. Please read them before you sign up.

About these terms

Signal Sequence is a trading name of BNB Local Pty Ltd (ABN 16 628 143 519). In these terms, "we", "us" and "our" mean BNB Local Pty Ltd trading as Signal Sequence, and "you" means the person or business using our website or services.

When you buy a package, these terms, the details on your order form and our Privacy Policy make up our agreement with you. If there's a conflict, the order form takes priority for the package and price.

Nothing in these terms limits your rights under the Australian Consumer Law.

Using our website

You're welcome to use our website to learn about our services, request a Snapshot, book a call or buy a package. Please don't misuse it, for example by trying to break its security, copying it in bulk, or submitting someone else's details without their permission.

We keep the information on our website accurate and up to date, but it's general information, not advice for your particular business. Our website links to other sites, such as Google, that we don't control and aren't responsible for.

Free Reputation Snapshot

The Reputation Snapshot and any free Southern Highlands Directory upgrade we offer are free, with no obligation to buy anything. The Snapshot is based on publicly available information at the time we prepare it. It's a guide to where you stand, not a guarantee of future results.

A free Premium directory upgrade lasts for 3 months. After that, your listing goes back to its previous level unless you become a client.

Our services

We offer two monthly packages. What's included in each is shown on our website and your order form.

All prices are in AUD and exclude GST. We'll aim to have your services running within 10 business days of receiving everything we need from you, including access to your accounts and your customer list.

Text message allowance

Review requests go out by text message (SMS) and email. Each package includes up to 300 (Review Engine) or 500 (Reputation Growth) review request text messages a month. Once you've used your allowance for the month, any further requests are sent automatically by email until your next monthly cycle starts, so you'll never be charged for extra text messages without agreeing to it first. Unused text messages don't carry over to the next month.

When your service goes live, we send a first round of review requests to your recent past customers. That first round includes up to 300 (Review Engine) or 500 (Reputation Growth) text messages, separate from your monthly allowance. Anyone beyond that gets the request by email, unless we've agreed in writing to send more text messages at an additional cost, which we'll quote before sending.

Founding clients

Founding client prices are available to our first 10 clients only. We'll honour your founding price for 12 months from your start date. This is a promise about your price, not a 12-month contract: your minimum term is still 3 months. After that, your fee moves to the standard monthly price at that time. We'll give you at least 30 days' notice before the change. We'll ask founding clients for a written testimonial and permission to publish their before-and-after results as a case study. We'll only publish a case study or testimonial with your permission.

Fees and payment

• Your setup fee is charged when you sign up. Your monthly subscription starts on your start date, which is the day your service goes live once setup is complete. We'll confirm that date with you, and there's no monthly fee while we're setting things up.
• Monthly fees are charged in advance, on the same date each month, to the card you provide. Payments are processed by Stripe.
• We'll send you a tax invoice for every payment, showing GST.
• If a payment fails, we'll let you know and try again. If it's still unpaid after 7 days, we may pause your services until it's paid.
• We may change our standard prices with at least 30 days' written notice. A price change won't affect a founding client price during the 12 months we honour it.

Minimum term and cancelling

Each package has a minimum term of 3 months from your start date (the day your service goes live). That's because review growth and map-ranking improvements build over 60 to 90 days, so the first three months give them time to show.

After the minimum term, your package continues month to month until you cancel.

How to cancel

To cancel, email us at [email protected] with at least 14 days' notice. Your services and billing end at the end of the notice period. There are no cancellation fees after the minimum term.

If you cancel during the minimum term, the monthly fees for the rest of the minimum term are still payable.

What happens when you leave

• Your listing clean-up is yours to keep. Nothing we've fixed is reversed.
• Your free Southern Highlands Directory listing upgrade goes back to the Free level.
• Review requests and replies stop, and we remove our access to your accounts.
• We return your customer data to you within 30 days.

Fit guarantee

If we're not the right fit, we'll refund your setup fee in full before any work starts. Once setup work has started, the setup fee isn't refundable, because it covers work we've already done.

Your responsibilities

To get the best results, we need your help. You agree to:

• give us accurate business details and keep us updated if anything changes
• give us the access we need, such as Manager access to your Google Business Profile and Editor access to your Facebook page. You stay the owner of your accounts.
• only give us customer details for people who have an existing relationship with your business, in line with the Spam Act 2003, and tell us if someone asks not to be contacted
• have the right to share your customers' details with us for this purpose
• follow our genuine reviews policy
• respond to our questions and approvals, such as approving your review request messages, within a reasonable time.

If we can't get the access or information we need, some parts of the service may be delayed.

Genuine reviews policy

We follow Google's review policies and the ACCC's guidance on online reviews. We will not:

• only ask happy customers for reviews (known as review gating). Every customer is asked for a public review. The private feedback form is offered as well as the review request, never instead of it.
• offer discounts, prizes or other incentives in exchange for reviews
• write, buy or swap reviews, or ask staff, family or friends to review your business
• report a review to Google unless it's likely to be fake or breaks Google's policies.

If you ask us to do any of these, we'll say no. If you do them yourself while we're working with you, we may pause or end your services.

Results and third-party platforms

We'll deliver the services in your package with care and skill. But the number of reviews you receive, your star rating and your search rankings depend on things outside our control, including how many customers you serve and what they choose to write. So we can't guarantee any particular number of reviews, rating or ranking.

Our services rely on platforms such as Google, Facebook, GoHighLevel and Merchynt. These platforms can change their features, rules or pricing, remove reviews or suspend profiles at any time. We're not responsible for their decisions, but we'll let you know if something affects your services and help you respond.

We use AI tools to help draft review replies. Responses to any negative reviews are checked by a person before they go up.

Listings and the directory

Your listing clean-up covers the platforms listed for your package. Some platforms have their own verification steps, such as a phone call or postcard, which may need your help. Once your listings are clean, we check them each quarter while you're a client.

The Southern Highlands Directory is owned and run by us. Your free listing is provided for as long as you're a client and is subject to the directory's own listing rules.

Content and ownership

You own your business name, logo, photos and content, and your online accounts. You give us permission to use them to deliver our services, for example in your Google posts, directory listing and review widget.

We own the templates, workflows, reports and methods we use to deliver our services. You can keep and use the reports we send you for your own business.

Confidentiality and privacy

We keep your business information confidential and only use it to deliver our services, unless you agree otherwise or the law requires us to disclose it. We handle personal information, including your customers' details, in line with our Privacy Policy. Customer data is stored in our customer management platform, GoHighLevel, which is hosted outside Australia.

Liability

Our services come with guarantees that can't be excluded under the Australian Consumer Law. Nothing in these terms removes or limits those rights.

To the extent the law allows, our total liability to you for any claim relating to our services is limited to an amount equal to 3 months of your monthly fee. We're not liable for indirect losses, such as lost profits or lost opportunities, or for decisions made by third-party platforms.

Suspending or ending services

We may pause or end your services, with notice, if you don't pay, if you break our genuine reviews policy, or if you use our services in a way that's unlawful or harms others. If we end your services because of something we've done wrong, we'll refund any fees you've paid in advance for services we haven't delivered.

Changes to these terms

We may update these terms from time to time. If a change affects existing clients, we'll give you at least 30 days' notice by email. If you don't agree with a change, you can cancel before it takes effect without any cancellation fee, even during your minimum term.

Disputes and governing law

If something goes wrong, please contact us first. We'll do our best to sort it out quickly and fairly. These terms are governed by the laws of New South Wales, Australia.

Contact us

For any question about these terms: