Terms of service

These terms are the agreement between CommunityFeedback (“we”, “us”) and the organisation or person using the service (“you”). Creating an account, or using any part of the service, means you accept them. If you are signing up for an employer or a client, you are confirming you have authority to accept on their behalf.

Our privacy policy and accessibility statement form part of this agreement.

• You need a working email address, and the details you give us have to be accurate.
• An account belongs to an organisation. Members have a role — owner, editor or viewer — and you are responsible for who you invite and what they do.
• Keep your sign-in secure. Tell us promptly if you think someone has access who should not.
• You must be old enough to enter a contract where you live.

Do not use the service to:

• Break the law, or help anyone else break it.
• Harass, threaten, defame or intimidate people, or collect data in order to do so.
• Run a consultation designed to deceive — misrepresenting who is asking, what the results will be used for, or the affiliation behind a campaign.
• Send email or SMS to people who have not consented to hear from you, or to anyone who has opted out.
• Upload malware, or content you have no right to publish.
• Attack the service: scraping at volume, probing for vulnerabilities without permission, circumventing rate limits, or automating responses to distort a consultation.
• Resell the service as your own unless you are on a plan that includes white-label rights.

Campaigns are public documents. Ballot-stuffing your own consultation is not a terms violation we can police for you, but manipulating someone else’s is, and we will act on it.

• Your campaigns, questions, branding and every response you collect belong to you. We claim no ownership over any of it.
• You grant us the licence we need to host, store, back up, transmit and display that content for the purpose of providing the service to you — and for nothing else.
• Where data protection law applies, you are the controller of your respondents' personal data and we are your processor, acting on your instructions.
• You can export everything at any time, on any plan, as CSV and GeoJSON. We will never charge for an export or withhold one.
• We do not use your respondents' data to train machine-learning models, and we do not sell it.

You are the one asking the public for their views, so some obligations are unavoidably yours:

• Telling respondents who you are, what you will do with their answers, and how long you will keep them — including your own privacy notice where the law requires one.
• Holding consent for any email or SMS list you upload, and honouring opt-outs. In the US this includes 10DLC registration for SMS sending.
• Moderating the content your consultation collects, and publishing the standard you moderate to.
• The accessibility of the content you author — alt text on images you upload, readable question wording, sufficient contrast if you set an unusual brand colour.
• Any legal or statutory consultation requirements that apply to your organisation. We give you the tools; we do not certify that your process meets your duty.

• Plans and prices are published on our pricing page. The price you sign up at is the price you pay; we do not run different numbers for different buyers.
• Paid plans bill in advance through Stripe, monthly or annually, and renew automatically until cancelled. Annual billing is roughly two months free.
• Prices exclude taxes, which are added where required.
• SMS is metered on top of your plan as prepaid credits. We show the credit cost of a batch before it sends.
• Cancel any time from the billing portal. Your plan runs to the end of the period you have paid for and then drops to the free plan; your data stays where it is.
• We do not refund unused time as a matter of course. If we broke something that cost you a campaign, tell us — we would rather refund you than argue about it.
• If a payment fails we will retry and email you. We do not close a live campaign over a failed card without warning you first.

• Each plan has a monthly response allowance. It is a soft cap: going over prompts an upgrade, it does not stop a live campaign from collecting responses. We will never cut you off mid-consultation.
• Active campaign counts and seat counts are hard limits, enforced when you publish or invite.
• Storage, email and SMS volumes are subject to fair use. If your usage is extreme enough to affect other customers we will talk to you before doing anything about it.
• We may rate limit public write paths to protect the service. This is a security control, not a plan feature.

We work hard to keep the service up, and self-serve plans do not come with a contractual uptime commitment. Maintenance happens; we try to schedule it away from the hours when consultations are busiest.

Support is by email at hello@communityfeedback.ai, normally answered within one working day. Pro and Agency accounts get priority in that queue.

• You can close your account at any time.
• We may suspend or terminate an account that breaches these terms, that is being used to harm people, or that has not paid.
• Except where the breach is serious or unlawful, we will tell you what the problem is and give you a reasonable chance to fix it first.
• After termination you have 30 days to export your data before deletion, unless the law requires us to remove it sooner.

We own the software, the design and the CommunityFeedback name. You own your brand, your content and your data. Neither of us gets rights in the other’s marks beyond what is needed to run the service — and if you would rather we never mentioned you as a customer, we will not.

Feedback and feature requests you send us can be used freely, without obligation or payment. Please keep sending them.

The service is provided as it is. We do not warrant that it will be uninterrupted or error-free, that geocoding or map data will be accurate, or that a consultation run on it will satisfy a particular statutory obligation.

To the fullest extent the law allows, neither party is liable for indirect or consequential losses, lost profits, or lost opportunity, and our total liability for any claim is capped at the amount you paid us in the twelve months before it arose. Nothing here limits liability that cannot be limited by law, including for fraud or personal injury.

You will cover us for third-party claims that arise from your content or from your use of the service in breach of these terms.

• We may change the service, and we may change these terms. Material changes are emailed to account holders at least 30 days before they take effect.
• Price changes never apply to a term you have already paid for. A new price starts at your next renewal, and we will tell you before it does.
• If you do not accept a change, cancel before it takes effect.

This agreement is governed by the laws of the State of California, United States, without regard to its conflict of laws rules, and the state and federal courts located in California have exclusive jurisdiction over any dispute — except that either party may seek injunctive relief wherever necessary to protect its intellectual property.

If any clause turns out to be unenforceable, the rest stays in force. Failing to enforce something once does not waive it forever.

Questions about these terms, including anything you would like changed before you sign up: hello@communityfeedback.ai.