Terms of Service | Voiseback

1. Acceptance of Terms

By accessing or using Voiseback ("the Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, do not use the Service.

These Terms apply to all users of the Service, including account holders who create and manage feedback projects, end users who submit voice or text feedback through the widget or feedback pages, and website visitors who browse the Voiseback website.

2. Description of Service

Voiseback is a voice and text feedback collection platform that enables businesses to:

Collect voice and text feedback through an embeddable widget or dedicated feedback page
Automatically transcribe voice recordings using AI
Analyze feedback for sentiment, emotion, category, and key themes
Manage and respond to feedback through a dashboard
Curate and publicly display testimonials on a "Wall of Love" page
Receive real-time feedback notifications via webhooks

The Service includes the web application, embeddable widget, APIs, and all related features.

3. Account Terms

You must be 18 years or older to create an account
You must provide accurate and complete registration information
You are responsible for maintaining the security of your account credentials
You are responsible for all activities that occur under your account
You must notify us immediately of any unauthorized use of your account
One person or entity may maintain only one account

4. Subscription & Payment Terms

Subscription Required

Access to the Service requires an active paid subscription. Subscription plans are available on a monthly or yearly basis. Payment is processed by our payment provider at the start of each billing period.

Billing

All fees are exclusive of applicable taxes
Failed payments may result in service access being restricted
You agree to the payment processor's terms of service

Cancellation

You may cancel your subscription at any time from Account Settings
Upon cancellation, your account transitions to read-only access until the end of the current billing period
After the billing period ends, dashboard access is restricted until a new subscription is activated
No refunds are provided for partial billing periods or unused service time

Refunds

Subscriptions are generally non-refundable except as required by applicable law. Refund requests may be submitted to contact@voiseback.com.

5. Usage Limits

AI processing is subject to plan limits as described on our pricing page
Feedback submissions are always saved regardless of AI processing availability
We reserve the right to modify usage limits with reasonable notice

6. Acceptable Use

You agree not to use the Service to:

Violate any applicable laws or regulations
Infringe on the intellectual property or privacy rights of others
Collect feedback without appropriate consent from respondents
Collect sensitive personal data (health, financial, government IDs) through the widget without proper legal basis and safeguards
Upload malicious code or attempt to compromise the Service
Attempt to reverse-engineer, decompile, or extract source code from the Service
Harass, abuse, or harm others through feedback or communications
Send spam or unsolicited communications
Impersonate any person or entity
Interfere with or disrupt the Service or its infrastructure
Use the Service to build a competing product
Exceed reasonable usage that impacts service performance for other users

7. Widget Embed & Integration Terms

You are responsible for obtaining appropriate consent from your end users before collecting feedback
You must maintain a privacy policy on your website that discloses the use of Voiseback for feedback collection, AI processing, and data storage
For end users in the EU/EEA, you must comply with GDPR requirements including providing clear notice and obtaining valid consent where required
You must not embed the widget on pages that collect sensitive personal data without appropriate safeguards
The widget must not be deployed in a deceptive manner (e.g., hidden feedback collection, misleading prompts)
You are responsible for configuring domain restrictions appropriately to prevent unauthorized widget use

8. Data Processing Roles

When you use Voiseback to collect feedback from your end users, you are the Data Controller and Voiseback acts as a Data Processor. For your own account data, Voiseback is the Data Controller.

As a Data Controller, you are responsible for ensuring you have a lawful basis to collect and process end-user data through Voiseback. Our processing of end-user feedback data is limited to providing the Service (storage, transcription, analysis, display) as instructed by you.

For details on how we handle data, see our Privacy Policy.

9. Testimonial Terms

Account holders may approve positive feedback as testimonials for public display on their Wall of Love page
Testimonials are only displayed publicly when: (a) the end user has given explicit consent during feedback submission, and (b) the account holder has approved the testimonial
End users who consent to testimonials voluntarily provide their name, company, and role for attribution
End users may withdraw testimonial consent at any time by contacting the account holder or by emailing contact@voiseback.com
Upon withdrawal of consent, the testimonial will be removed from public display
Account holders are responsible for ensuring testimonial use complies with applicable laws

10. Webhooks

Account holders may configure webhook endpoints to receive real-time feedback data
You are solely responsible for the security and availability of your webhook endpoints
Webhook payloads include integrity verification; you should validate them
We are not liable for data exposure resulting from insecure webhook endpoints configured by you
Webhook data includes feedback content and related data
You must handle webhook data in compliance with applicable data protection laws

11. Intellectual Property

Our Property

The Service, including its original content, features, functionality, branding, and technology, is owned by Voiseback and protected by international copyright, trademark, and other intellectual property laws. The Voiseback name, logo, and all related marks are our trademarks.

Your Content

You retain all rights to the feedback data you collect through the Service. By using the Service, you grant us a limited, non-exclusive license to process, store, and transmit your content as necessary to provide the Service. This license terminates when you delete your content or your account.

AI-Generated Content

AI-generated analysis (transcripts, sentiment, categories, summaries) is derived from your content. You may use AI-generated analysis for any lawful purpose.

12. Data and Privacy

Your use of the Service is governed by our Privacy Policy, which is incorporated into these Terms by reference
You acknowledge that feedback data may be processed by AI for transcription and analysis
The Service relies on third-party service providers as described in our Privacy Policy. By using the Service, you acknowledge that your data may be processed by these providers
You may export your data at any time through the Service
We may anonymize and aggregate data for service improvement, analytics, and benchmarking, provided such data cannot be used to identify any individual or account

13. Service Availability & SLA Disclaimer

We strive to maintain high availability but do not guarantee uninterrupted or error-free service
The Service is provided on an "as is" and "as available" basis
We may perform scheduled maintenance that temporarily affects availability, with reasonable advance notice where practicable
We may modify, suspend, or discontinue features or the entire Service with reasonable notice
We are not liable for any downtime, data loss, or service interruptions, including those caused by third-party service providers
No service level agreement (SLA) or uptime guarantee is provided unless separately agreed in writing

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, VOISEBACK DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, OR ERROR-FREE, OR THAT AI-GENERATED ANALYSIS WILL BE ACCURATE OR COMPLETE.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, VOISEBACK SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUES, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES RESULTING FROM:

Your use or inability to use the Service
Any unauthorized access to or alteration of your data
Any interruption or cessation of the Service
Any bugs, viruses, or similar issues
Any errors or omissions in content or analysis
Any third-party conduct on the Service

OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL AMOUNT YOU PAID TO VOISEBACK IN THE 12 MONTHS PRECEDING THE CLAIM, OR (B) ONE HUNDRED US DOLLARS ($100).

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability. In such jurisdictions, our liability shall be limited to the maximum extent permitted by law.

15. Indemnification

You agree to indemnify, defend, and hold harmless Voiseback, its officers, directors, employees, and agents from any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising out of or related to:

Your use of the Service
Your violation of these Terms
Your violation of any applicable law or third-party rights
Feedback data collected through your use of the Service
Your failure to obtain proper consent from end users

16. Termination

By You

You may cancel your subscription and delete your account at any time from Account Settings. We recommend exporting any data you wish to keep before deleting your account.

By Us

We may suspend or terminate your account if you breach these Terms
We may terminate accounts that remain inactive for an extended period, with prior notice
We may suspend accounts for suspected fraudulent or abusive activity

Effect of Termination

Upon account deletion, we will:

Cancel any active subscription
Permanently delete all audio files
Permanently delete all projects, prompts, and feedback data
Remove team invitations
Permanently delete your authentication account

Deletion is permanent and irreversible. Provisions that by their nature should survive termination will remain in effect, including Limitation of Liability, Indemnification, Governing Law, and Dispute Resolution.

17. Dispute Resolution

Any disputes arising from these Terms or the Service shall first be attempted to be resolved through good-faith negotiation. If negotiation fails within 30 days, either party may pursue resolution through the courts specified in the Governing Law section.

You agree to attempt resolution through direct communication with us at contact@voiseback.com before initiating any legal proceedings.

18. Force Majeure

Neither party shall be liable for any failure or delay in performing obligations under these Terms due to circumstances beyond reasonable control, including but not limited to: natural disasters, acts of government, pandemics, war, terrorism, cyber attacks, power failures, internet disruptions, or failures of third-party service providers.

19. Governing Law

These Terms shall be governed by and construed in accordance with applicable law. Any disputes shall be resolved in accordance with the Dispute Resolution section above.

You are responsible for compliance with your local laws to the extent they apply when accessing the Service.

20. Severability

If any provision of these Terms is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be modified to the minimum extent necessary to make it enforceable, or if modification is not possible, severed from these Terms. The remaining provisions shall continue in full force and effect.

21. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Voiseback regarding the Service. These Terms supersede any prior agreements or understandings, whether written or oral, relating to the Service.

22. Changes to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email or by posting updated Terms with a new "Last updated" date. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

If you do not agree with the changes, you must stop using the Service.

23. Contact Us

If you have questions about these Terms, please contact us at:

Email: contact@voiseback.com