Terms of Service

01 The Service

The Service gathers customer feedback from sources you connect, groups it into themes, ranks themes into a fix-first list, compares locations and teams, and drafts replies for your team to review. Features available to you depend on your plan.

02 Your account

• Provide accurate signup details. Login credentials are sent to the work email you give us.
• Keep credentials confidential and tell us promptly if you suspect unauthorised access.
• You are responsible for the actions of users you invite and the roles you give them.

03 Your data

You keep all rights to the feedback and other content you bring into the Service ("Your Data"). You give us permission to process Your Data only to provide, secure and support the Service for you.

You confirm that you have the right to connect each source and to process the feedback in it, and that your use complies with the terms of each source platform and with applicable law.

We do not use Your Data to train models shared with other customers.

04 Replies and human approval

Reply drafts are suggestions. Every reply must be reviewed and approved by a person on your team before it is posted. You are responsible for the content of replies you approve, including any commitments made in them.

05 Acceptable use

• Do not use the Service to create, solicit, filter or suppress reviews in a way that misleads consumers.
• Do not use the Service to identify, track or contact reviewers in ways that breach platform rules or law.
• Do not attempt to access other customers’ data, probe the Service for vulnerabilities without written permission, or overload it.
• Do not upload content you have no right to process, or content that is unlawful.

06 Analysis accuracy

Themes, sentiment, trends and rankings are produced by automated analysis and can be wrong, especially for small samples, sarcasm or less common languages. Every figure links to its source comments so you can check it. Business decisions made using the Service remain yours.

07 Plans, volume and fees

Plans are sized by monthly comment volume. Fees, billing period and any usage terms are set out in your order or quote. Fees are exclusive of GST and other applicable taxes. If you exceed your volume, we will notify you and agree on an upgrade or top-up; we will not stop analysis without notice.

08 Third-party sources

Connectors depend on third-party platforms that may change or withdraw access. We will make reasonable efforts to keep connectors working but are not responsible for changes made by those platforms.

09 Availability and support

We aim to keep the Service available at all times, apart from planned maintenance, which we try to schedule outside business hours in India and announce in advance where possible. Support channels depend on your plan.

10 Suspension and termination

You may cancel at the end of your billing period. We may suspend access for non-payment after notice, or immediately for serious breaches of these terms or to protect the Service. After termination, you can export Your Data for a reasonable period, after which it is deleted from active systems.

11 Intellectual property

The Service, its software, design and documentation belong to us. Your subscription gives you a right to use the Service during the term; it does not transfer ownership.

12 Limitation of liability

To the extent permitted by law, we are not liable for indirect or consequential losses, lost profits or lost revenue. Our total liability for any claim relating to the Service is limited to the fees you paid for the Service in the twelve months before the claim.

13 Governing law

These terms are governed by the laws of India. Courts in India have jurisdiction over disputes arising from them.

14 Changes

We may update these terms. For material changes, we will notify account users by email before the change takes effect.