Business Terms of Service

1. Acceptance of Business Terms

1.1 These Business Terms of Service (“Business Terms”) govern the registration, claiming, verification, and use of a company or brand page (a “Company Page”) on the uRate website and any related services (the “Service”), by a Company. Together with our General Terms of Service, these Business Terms make up the “Terms of Service”.

1.2 By registering a Company Page, claiming an existing listing, or otherwise accessing the Service on behalf of a Company — including through the Company Portal / Claim Your Company flow — you agree to be bound by these Business Terms and by our General Terms of Service, Privacy Policy, and Community Guidelines, which are incorporated by reference. Where the Privacy Policy describes how personal data is collected, used, disclosed, or protected, and there is a conflict between the Privacy Policy and these Business Terms on that point, the Privacy Policy governs.

1.3 You confirm that you are authorised to bind the Company to these Business Terms. If you do not agree to these Business Terms, do not register or claim a Company Page.

1.4 Not a dispute-resolution or emergency service. As with individual consumers under Section 2.4 of the General Terms of Service, uRate is not a dispute-resolution, mediation, arbitration, or emergency-response service for the Company, does not adjudicate the merits of a complaint, and cannot compel an outcome. uRate is not an emergency or safety-incident reporting channel. If a matter raised on or in connection with the Service involves an emergency, a safety risk, or conduct requiring immediate attention, the Company should escalate directly to the relevant authorities or its own emergency and safety procedures, in addition to (not instead of) using the Service.

2. Registering or Claiming a Company Page

2.1 Consumer-requested listings. A Company Page may already exist if a consumer has submitted a complaint about the Company before the Company registers. The Company may claim that listing under this Section 2.

2.2 Verification. To register a new Company Page or claim an existing one, the Company must provide a business email address, on the Company’s own domain, for the individual submitting the claim on the Company’s behalf.

2.3 Additional documentation. uRate may request further documentation — such as an ACRA business profile extract, the Company’s Unique Entity Number (UEN), or proof of trade mark ownership — where the individual submitting the claim does not have an email address on the Company’s own domain, or where the Company information provided is otherwise insufficient, particularly where a listing is contested by more than one party.

2.4 Review. uRate will review a registration or claim and notify the Company of the outcome by email within 10 business days of a complete submission. uRate may reject or revoke a registration or claim at any time if it reasonably believes the information provided is false, incomplete, or that the requesting party is not authorised to act for the Company.

2.5 Reporting unauthorised claims. Any person who believes a Company Page has been registered or claimed by someone not authorised to act for the Company may report it to support@uratehere.com. While a report is under review, uRate may suspend the Company’s ability to respond to complaints and manage the Company Page. uRate will notify the affected parties of the outcome within 10 business days, and may act under Section 2.4.

2.6 Accuracy. The Company is responsible for keeping its registration details, contact information, and Company Page content accurate and current.

3. Free Registration and Paid Products

3.1 Free registration. Registering and maintaining a basic Company Page carries no fee. A verified Company Page lets the Company add basic information (logo, description, contact details, and website), respond to consumer complaints, and view its own reputation metrics. uRate currently provides these and other core features to participating Companies at no charge.

3.2 Paid products. uRate may separately introduce additional services, features, subscriptions, customised solutions, or other paid offerings to Companies from time to time (for example, enhanced analytics or promotional placements). Any paid product will be subject to separate pricing and commercial terms presented to the Company before that paid product is activated or purchased, and no Company will be charged unless it has agreed to the applicable pricing and terms. A paid product does not modify this free registration unless the applicable agreement expressly says so.

3.3 Score independence. No current or future paid or subscription feature results in a better ranking, a score adjustment, complaint removal, or suppression of negative complaints, consistent with the “Score Independence” principle stated in “How Scoring Works.”

3.4 Changes to the Service. uRate may change, introduce, suspend, or discontinue features of the Service from time to time, subject to these Business Terms and any applicable paid-product agreement with the Company.

4. Public Nature of Complaints

4.1 Complaints submitted about the Company are, once published, publicly visible by default and are not private correspondence.

4.2 Named posting. Complaints are posted under the consumer’s display name or handle ID. uRate does not offer anonymous posting.

4.3 The Company may not edit, delete, or alter a consumer’s complaint. uRate does not remove a legitimate consumer complaint at a Company’s request; removal is governed solely by Section 6 of the General Terms of Service and Section 7 of these Business Terms.

4.4 The Company must not offer, or condition, any refund, replacement, payment, or other benefit to a consumer in exchange for the removal, amendment, or non-publication of a complaint, except where that outcome is reached transparently as part of resolving the complaint on its merits.

5. Company Right of Reply

5.1 A registered and verified Company may publicly respond to any complaint concerning it. Company responses are clearly labelled as official responses and attributed to the Company, not to any individual employee, unless the Company chooses to name a representative.

5.2 A Company response is subject to the same content standards that apply to consumer content under Section 6, including the prohibition on disclosing a consumer’s personal data beyond what the consumer already disclosed.

6. Business Obligations and Reputation Score

6.1 The Company is expected to monitor its Company Page and respond to complaints in good faith and within a reasonable time.

6.2 The reputation score is calculated using the published formula and classification bands described in “How Scoring Works,” based on evaluated complaints and four measures: response rate, resolution rate, consumer satisfaction with responses received, and consumers’ willingness to do business again. uRate may update the methodology from time to time and will disclose material changes on that page.

6.3 The score reflects platform activity and consumer-reported outcomes; it is an indicator of customer service performance, not an independently audited or definitive assessment of the Company’s overall business quality. Reliance on the score for a commercial, legal, or investment decision is at the relying party’s own risk.

6.4 The Company may not misrepresent its uRate score or ranking in external marketing beyond what is factually shown on the Service.

7. Content Moderation Requests by Companies

7.1 A Company that believes a complaint about it violates the Community Guidelines or the content standards referred to in Section 5.2 — for example, because it exposes a third party’s personal data or contains a knowingly false statement — may submit a content moderation request to support@uratehere.com.

7.2 Moderation review, not auto-removal. A moderation request enters a moderation queue rather than resulting in automatic removal, so that a Company disputing a complaint cannot suppress it merely by reporting it. uRate aims to complete its moderation review of flagged content within 10 business days.

7.3 uRate assesses moderation requests on their merits; a Company’s disagreement with a complaint’s accuracy is not, on its own, grounds for removal.

7.4 Repeated or bad-faith requests. Submitting repeated moderation requests in bad faith, or to suppress legitimate criticism, may result in restrictions on the Company’s reporting privileges.

8. Compliance with Singapore Law

8.1 The Company must comply with all applicable Singapore law in its use of the Service and in its responses to consumers, including the Personal Data Protection Act 2012 (in respect of any personal data it accesses through the Service), the Consumer Protection (Fair Trading) Act 2003 (in respect of representations made to consumers), the Defamation Act 1957 and the Protection from Harassment Act 2014 (in respect of the content of its responses), the Computer Misuse Act 1993 (in respect of unauthorised access to or interference with the Service), and the Electronic Transactions Act 1998 (in respect of electronic communications made through the Service).

8.2 No platform-wide immunity. Singapore does not have a broad statutory safe harbour that shields online platforms from liability for user-generated content in the way some other jurisdictions do; liability for defamatory, false, or unlawful statements is determined under ordinary Singapore law principles, applied primarily to the person who made the statement — including a Company that posts a response.

8.3 The Company is solely responsible for the content of its own responses and agrees to indemnify uRate as set out in Section 13 for claims arising from content it submits.

9. Personal Data and Privacy (PDPA)

This section summarises how the PDPA applies to a Company using the Service; full detail is in our Privacy Policy, which forms part of these Business Terms.

9.1 uRate collects the Company’s registration and account information (including UEN, contact details, and the identity of authorised representatives) for the purpose of verifying and operating the Company Page, as described in the Privacy Policy.

9.2 Where the Company obtains a consumer’s personal data through a complaint or response (for example, in the course of resolving it), the Company is independently responsible, as an organisation (data controller) in its own right under the PDPA, for its collection, use, disclosure, and retention of that data in compliance with the PDPA. The Company must not use personal data obtained through the Service for any purpose beyond resolving the specific complaint, or contact a consumer through channels or for purposes to which the consumer has not consented.

9.3 Data Protection Officer. We have appointed a Data Protection Officer who can be reached at dpo@uratehere.com to handle access, correction, consent-withdrawal, and complaint requests under the PDPA. We will respond to such requests within the time required by the PDPA.

10. Intellectual Property

10.1 Ownership. The Company retains ownership of its own trade marks, logos, and content submitted to its Company Page.

10.2 Licence to uRate. By submitting content to a Company Page, the Company grants uRate a worldwide, non-exclusive, royalty-free, sublicensable licence to host, store, reproduce, format, publish, publicly display, and distribute that content on and through the Service, for so long as the Company Page remains active.

10.3 The Company warrants that it has the right to grant this licence and that its content does not infringe a third party’s intellectual property or other rights.

11. Disclaimers

11.1 THE SERVICE AND ALL CONTENT ARE PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF ACCURACY, MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT, TO THE MAXIMUM EXTENT PERMITTED BY LAW.

11.2 Platform availability. uRate will use commercially reasonable efforts, consistent with standard industry practice for online platforms, to keep the Service available and operating, but does not guarantee uninterrupted, error-free, or continuous access. The Service may be unavailable from time to time for scheduled or emergency maintenance, or for reasons outside uRate’s reasonable control, including third-party hosting, network, or infrastructure failures. Except where uRate has expressly agreed a specific uptime percentage, response time, or other service-level target with the Company in a separate written agreement, no such commitment should be inferred from these Business Terms, and any such agreement, if entered into, is a separate paid product under Section 3.2, not part of this free registration.

11.3 Security. uRate maintains technical and organisational security arrangements for the Service, and for personal data it processes, that are reasonable and appropriate in the circumstances, consistent with the standard required under section 24 of the PDPA, but does not guarantee that the Service will be free of vulnerabilities, unauthorised access, or security incidents. uRate will notify affected Companies without undue delay if it becomes aware of a data breach affecting their Company Page data, consistent with its obligations under the PDPA. The Company remains responsible for the security of its own systems, devices, and credentials, and for any data it downloads or exports from the Service.

11.4 No dispute-resolution warranty. uRate is not a party to, and does not mediate, adjudicate, or guarantee the resolution of, any dispute between the Company and a consumer, and does not verify the accuracy of individual complaints or endorse views expressed in user content. Nothing in this Section 11 excludes or limits liability that cannot be excluded or limited under Singapore law, including liability for fraud or wilful misconduct.

12. Limitation of Liability

12.1 To the maximum extent permitted by law, uRate, its officers, employees, and agents will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenue, data, business opportunity, or reputation, arising from the Company’s use of the Service, even if advised of the possibility of such damages.

12.2 To the maximum extent permitted by law, uRate’s total aggregate liability arising out of or relating to these Business Terms or the Service will not exceed the greater of (a) the fees, if any, paid by the Company to uRate under a separate paid-product agreement in the 12 months before the claim arose, or (b) SGD 500.

13. Indemnification

The Company agrees to indemnify, defend, and hold harmless uRate and its officers, employees, and agents from claims, damages, losses, liabilities, and reasonable legal costs arising out of: (a) content the Company submits, including any Company response; (b) the Company’s breach of these Business Terms; (c) the Company’s violation of any law or a third party’s rights, including defamation or PDPA claims; or (d) the Company’s unauthorised use of the Service.

14. Suspension and Termination

14.1 uRate may suspend or terminate a Company Page, or restrict specific features, with or without notice, if it reasonably believes the Company has violated these Business Terms or the Community Guidelines, engaged in fraudulent or manipulative activity, or posed a legal or security risk to the Service, or if required by law.

14.2 Sections that by their nature should survive termination — including Sections 8 (Compliance with Law), 9 (Personal Data), 10 (Licence), 11, 12, 13 (Disclaimers, Liability, Indemnification), and 16 — continue to apply after the Company Page is closed or terminated.

15. Changes to These Business Terms

uRate may update these Business Terms to reflect changes to the Service or applicable law. For material changes, we will give at least 10 business days’ notice via the Service or email before they take effect. Continued use of the Company Page after the effective date constitutes acceptance of the updated Business Terms.

16. Governing Law and Disputes

16.1 These Business Terms are governed by the laws of the Republic of Singapore.

16.2 Before initiating formal proceedings, the parties agree to first contact each other at support@uratehere.com and attempt in good faith to resolve the dispute informally for at least 10 business days.

16.3 Subject to Section 16.2, the courts of Singapore have exclusive jurisdiction over any dispute arising out of or relating to these Business Terms or the Service.

17. Contact

General questions about these Business Terms: support@uratehere.com.

Registration, claims, disputes, or moderation requests: support@uratehere.com.

Personal Data Protection queries: our DPO at dpo@uratehere.com.