Frequently asked questions

Opinely reads the public reviews of your venue on Google Maps and turns them into a PDF report: what customers praise, what they complain about most often, which problems keep coming back, which were one-offs, and where to start fixing things. We do not collect new reviews for you and we do not publish replies - we analyse what has already been written about you.

From your public business profile on Google, meaning your listing and Google Maps. These are exactly the same reviews anyone sees when they open your listing. The download is carried out by an external provider named in our privacy policy - we do not buy data from anyone else and we do not run surveys.

No. You point to your venue in the search box on our site and that is all. We do not need a password, we do not connect to your Google account and we do not ask for any permissions to your business panel.

Usually a few minutes from the moment you pay - the same the panel says while the report is being generated. For a venue with a very large number of reviews it can take a dozen or so minutes, and a report covering several venues at once can exceptionally take a few dozen. The finished document arrives at the address you gave when ordering, so you do not have to keep the page open. Were it ever to take more than a day, we refund the payment on request - the terms of service say so.

Yes. We analyse only publicly published reviews - the ones anyone can read on your listing. We do not post reviews, we do not remove them and we do not reply on your behalf. The legal grounds for processing are set out in the privacy policy, and the full method on the methodology page.

Monitoring watches for new reviews as they arrive and reminds you to reply. Opinely answers a different question: what is inside the reviews you already have. It is a review of the whole picture instead of a notification about a single entry.

It is a PDF document: a summary, problem cards with quotes from reviews as evidence, the venue's strengths, the rating distribution and recommendations ordered by urgency. Full sample reports are on the examples page - you can read them before buying and without giving us anything.

Polish, English, German or Ukrainian. We do not translate the reviews themselves before the analysis - each one is read in its original language, so a complaint in English and a complaint in Polish about the same thing land in the same counter. Translation appears only in the quotes in the finished document.

Anywhere customers leave reviews on Google Maps and write sentences rather than only clicking stars. Restaurants, hotels, clinics, workshops, salons, entertainment venues - the method is the same, because it reads text, not an industry. The report names the areas using the words that appeared in the reviews of your venue.

Yes, although the report is then more cautious - conclusions resting on a handful of voices are explicitly flagged in the document, so nobody rebuilds a business on the strength of three sentences. We check this twice. A venue with fewer than three reviews on Google is declined before any payment is taken. And if it turns out only after the download that there is too little written content to read anything from, we do not issue the report and we refund the payment.

Bare stars with no comment count towards the number of reviews and the average, but they do not build problem cards or quotes - there is nothing in them to read. They also count towards the price of a single report, because the price bracket follows the review counter Google publishes, and that counter includes ratings with no text. That is why the report also gives a separate average for reviews that have text; the two numbers can differ, and the difference itself is information.

It points to the threads worth answering first and shows what customers keep repeating. Draft replies to individual reviews are produced by the panel available with a subscription - and they are drafts, because you publish them yourself. Nothing goes to Google on your behalf.

The numbers in the report do not come from the model - the average, the sentiment shares and the complaint counters are a sum of individual assessments and can be traced back to specific reviews. The model is responsible for reading the text and writing the description, and every claim it makes appears alongside the quote it rests on. The methodology page names the places where the method is fallible.

We build no model from your data and we fine-tune none - the reviews and the order details serve one purpose only: preparing your report. The text analysis itself is performed by an external provider's language model, named in our privacy policy; how that provider may handle the content we send is governed by the data processing agreement the policy refers to. We do not sell data and we do not share it for anyone else's marketing.

Write to us - we correct it and tell you what caused it. The report explicitly marks which conclusions rest on a small number of voices, so it is usually clear straight away whether it is an error or a deliberately cautious conclusion. The document is not legal, tax or investment advice and should be read accordingly.

You can buy one report and stop there - no account, no subscription and no card stored. A subscription makes sense when you want to follow several venues or come back to reports regularly; a single purchase is enough to go through your reviews properly once.

The price depends on how many reviews your venue has: 49 PLN up to 1,000, 99 PLN up to 3,000, 189 PLN up to 8,000, 369 PLN up to 15,000 reviews. Above 15,000 reviews we quote individually - just write to us. You pay once, with no subscription.

A free account covers one venue and the 30 most recent reviews - enough to see how it works. Beyond that: Starter 129 PLN a month, Pro 249 PLN a month, Enterprise from 499 PLN. The plans differ in the number of venues, how deep we go into the review history, how many reports you get and how often we refresh the data. The full list of limits is on the pricing page.

Gross - the amounts shown include 23% Polish VAT. We add nothing at checkout, so you pay exactly what the pricing page says.

Yes. At checkout, tick that you want an invoice and give the details for the document - with a tax number you get a company invoice, without one an invoice in your own name. If you do not ask for an invoice, we issue a receipt. Either document is created automatically once the payment is settled and arrives by e-mail.

It is a genuine Opinely report, calculated on the 50 most recent reviews of the venue - the same generator and the same PDF as the paid version, only on shorter material. One sample per venue and one per e-mail address. The confirmation link is valid for 48 hours.

No. The sample requires no account, no card and no commitment for the future. You give the venue and the e-mail address the document should go to.

No. There is no annual commitment and no notice period - the subscription runs month to month, and a single report is a one-off purchase with no continuation of any kind.

Yes, with one click in the panel and without talking to anyone. Cancellation takes effect at the end of the period you have paid for - until that day everything works as before, and the next charge is not taken.

Yes, in both directions. Moving up takes effect immediately: you pay only the difference for the days left in the period, and your renewal date does not move. Moving down takes effect at the end of the paid period, so nothing you have already paid for is lost.

The first subscription payment is covered by a 14-day money-back guarantee. It expires the moment you use what you paid for - that is, once a report has been generated or reviews have been downloaded beyond the free allowance. A single report is a service performed to order; the rules on withdrawal are set out in the terms of service.

Nothing is deleted. Venues above the new plan's limit are frozen: they drop out of refreshes, analyses and reports, but the data stays untouched. Moving back up unfreezes them immediately, with no repeated download of reviews. We do not delete customer data automatically.

Payments are handled by the external operator Autopay S.A. We do not store your card details. If the operator changes, we announce it by amending the terms of service.

Yours - your e-mail address and the details needed for billing - and the content of public reviews about your venue together with the names their authors signed them with, exactly as Google publishes them. The report is made for your own use and goes to you alone.

The database is in Ireland. Reviews are downloaded for us by Apify Technologies s.r.o., registered in Czechia, but the processing and storage on their side happen in the United States - we say this plainly, because where a company is registered does not tell you where the data physically sits. Standard contractual clauses are the basis for that transfer. Our other providers based in the United States - hosting, e-mail, error monitoring - process data under standard contractual clauses or an adequacy decision; the full list is in the privacy policy, in the part on transfers outside the European Economic Area.

To the parties without which the service does not run: hosting, the database, the review download provider, the language model, the payment operator and the mail provider - plus supporting tools such as error monitoring, network protection and the contact mailbox. The full list, with company names and countries of processing, is kept in the privacy policy, and that list is the binding one. We do not sell data and we do not share it for anyone else's marketing.

Account data - until the account is deleted. Sales documents for five years, because tax law requires it. A report ordered without an account is deleted, along with the reviews and the order details, after twelve months. Technical event logs - up to twelve months.

Reports already issued stay yours - the PDF that arrived in your inbox is your file and nothing happens to it when you cancel. Data held in the account is deleted only when you ask us to delete the account. We do not take documents away because someone stopped paying.

No. The report goes only to the address given when ordering and is not shared between accounts. The reviews themselves, taken from a public listing, may be reused when someone else asks about the same venue - that is public content from Google Maps. Finished reports never are.

One person, not a company with a team. I say so openly on the About page, together with what follows from it for you as a customer - the good parts and the awkward ones.

Write through the contact form or to the address in the footer. The person who answers is the person who builds the product, so you will not reach a call centre.

A separate service, independent of the report. We check whether 1-2 star reviews arrived at your profile at that profile's usual pace, or whether some two-week period had noticeably more of them. You get the result as a page under your own link: the periods that stand out, every review from those periods with its text and a Google Maps link, and - where the text breaks Google's rules - a ready-made report justification to copy. No account needed.

No. A cluster of reviews is an indication, not proof of foul play - an ad campaign, a press mention or a single bad day produces the same shape. We do not rule on the truth of any review and we do not investigate who the authors are. We only point to reviews whose text breaks Google's rules - usually a few in a hundred. You file the report yourself and Google decides.

No. We read them - otherwise the selection would follow negativity alone - but they never reach the list to report, even when they break Google's rules. Removing praise would lower your rating, working against the very reason you buy this service. We still read them, so that the selection is not driven by negativity alone.

On its own: 15 PLN up to 2,000, 29 PLN up to 4,000, 49 PLN up to 6,500, 85 PLN up to 11,000, 119 PLN up to 15,000 reviews on your profile - one-off, no subscription. You can add it to the one-time report from PLN 9 (the add-on price also depends on the size of the profile), because the reviews are then fetched once, for both services. When buying the verification you can also add the report - its price depends on the number of reviews and we calculate it before payment.

To compare the pace we need about 98 days of history of 1-2 star reviews. This cannot be checked before payment, because Google only publishes the total number of ratings - so we say it before the contract is made and ask for a separate acknowledgement. If the history turns out too short after the reviews are fetched, we do not perform the verification and refund the full amount without a separate request.