Terms of Service

These Terms of Service ("Terms") govern your access to and use of FeedSnap's feedback platform, embeddable JavaScript widget, dashboard, APIs, and related services (the "Service"), operated by FeedSnap ("FeedSnap", "we", "us"). By creating an account, embedding the widget, or otherwise using the Service you agree to these Terms. If you are using the Service on behalf of an organization you confirm you have authority to bind that organization.

1. Account and eligibility

You must be at least 16 years old and able to form a binding contract. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account. Notify us immediately at [email protected] if you suspect unauthorized access.

2. The Service

The Service consists of:

• A multi-tenant dashboard for managing feedback, projects, team members, and integrations.
• An embeddable JavaScript widget your visitors can use to submit feedback with annotated screenshots, session replay, console logs, and metadata.
• Integrations including Slack, webhooks, and email notifications.
• Optional features that may be added or removed from time to time.

We may modify, suspend, or discontinue features. Material changes will be communicated reasonably in advance.

3. Plans, trials, and billing

The Service is offered on Free, Pro, and Enterprise plans. Plan limits, features, and prices are described on the pricing page. New paid subscriptions include a 14-day free trial unless you have previously subscribed.

Subscriptions auto-renew at the end of each billing period (monthly or yearly) until canceled. Upgrades take effect immediately and are prorated. Downgrades take effect at the end of the current billing period, during which you keep access to your current plan's features. You can cancel any time from the dashboard.

Payments are processed by Stripe. By providing payment details you authorize us, via Stripe, to charge the applicable fees. Except where required by law, fees are non-refundable. We may suspend or terminate the Service if payment fails and is not cured within a reasonable grace period.

4. Usage limits

Each plan has limits on feedback submissions per month, projects, team members, storage, and feedback retention. Soft warnings are sent at 80% of a limit; hard limits may block additional submissions until the next billing period or until you upgrade. Repeated overages may trigger an automatic upgrade if you have configured one.

5. Acceptable use

You agree not to:

• Use the Service to collect feedback in violation of applicable law or any third party's rights.
• Embed the widget on websites that target children under 16 without appropriate consent mechanisms in place.
• Use the widget to capture data you are not authorized to collect (for example, secretly capturing login credentials, payment forms, or personal data of users who have not consented).
• Reverse engineer, decompile, or attempt to derive the source code of the Service, except where this restriction is prohibited by law.
• Probe, scan, or test the vulnerability of the Service without prior written permission.
• Use the Service to send spam or transmit malware.
• Resell, sublicense, or operate the Service as a service for third parties without our written consent.
• Exceed rate limits or attempt to circumvent technical protections (including the tenant isolation model).

We may suspend accounts that violate these rules.

6. Customer data and ownership

You own all data you submit to the Service, including feedback content, screenshots, replays, comments, and configuration ("Customer Data"). You grant FeedSnap a limited, non-exclusive license to host, store, transmit, display, and process Customer Data solely as needed to provide the Service to you.

You are responsible for ensuring that your widget deployment complies with applicable privacy laws — including disclosing the presence of the widget in your privacy notice, obtaining any consents required to capture session replay or screenshots, and not embedding the widget on pages that display sensitive third-party data without authorization.

On request we will execute our standard Data Processing Addendum, under which FeedSnap acts as a processor for End User personal data submitted through the widget.

7. Intellectual property

FeedSnap and our licensors retain all right, title, and interest in the Service, including the widget code, dashboard, marketing materials, trademarks, and underlying technology. These Terms do not grant you any rights to our trademarks or branding except as required to use the Service.

8. Feedback to FeedSnap

If you send us suggestions or feedback about the Service, we may use them without restriction or obligation to you.

9. Third-party services

The Service integrates with third-party services such as Slack, Stripe, AWS, and your own webhook endpoints. Your use of those services is governed by their own terms; we are not responsible for their availability, content, or practices.

10. Confidentiality

Each party will protect the other's confidential information using reasonable care and will use it only to perform under these Terms. Confidentiality obligations do not apply to information that is or becomes public through no fault of the receiving party, was lawfully known before disclosure, or is independently developed without reference to the other party's confidential information.

11. Warranty disclaimer

The Service is provided "AS IS" and "AS AVAILABLE." To the maximum extent permitted by law, FeedSnap disclaims all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or that data captured will be complete or accurate.

12. Limitation of liability

To the maximum extent permitted by law, neither party will be liable for any indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost revenue, or lost data, even if advised of the possibility. Each party's total aggregate liability arising out of or related to these Terms will not exceed the amounts paid by you to FeedSnap in the 12 months preceding the event giving rise to liability. Some jurisdictions do not allow these limitations; in those cases liability is limited to the smallest extent permitted.

13. Indemnification

You agree to defend, indemnify, and hold harmless FeedSnap and its affiliates from third-party claims arising out of (a) your Customer Data, (b) your use of the Service in violation of these Terms or applicable law, or (c) your widget deployment failing to comply with applicable privacy laws.

14. Term and termination

These Terms remain in effect until your account is terminated. You may cancel any time from the dashboard. We may suspend or terminate your access for material breach, non-payment, or where required by law. On termination, your right to use the Service ceases. We will retain your data per the retention schedule in our Privacy Policy.

15. Modifications

We may modify these Terms by posting an updated version and notifying you by email or in-product notice. Material changes will take effect no sooner than 30 days after notice. Continued use after that date constitutes acceptance.

16. General

These Terms, together with the Privacy Policy and any DPA executed between the parties, constitute the entire agreement between you and FeedSnap regarding the Service. If any provision is found unenforceable, the remaining provisions stay in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them to an affiliate or successor in interest.

17. Contact

Legal notices and general support: [email protected]