These Terms and Conditions (“Terms”) constitute a legally binding agreement between the user (“you,” “your,” or “Customer”) and FeedbackRobot (“we,” “us,” or “our”). By accessing the platform at www.feedbackrobot.com or using our services, you agree to these Terms in full.
1. Services and Platform Use
FeedbackRobot provides an AI-powered feedback and reputation platform. This includes, but is not limited to:
Feedback collection: Generation and distribution of customer surveys by email, SMS and WhatsApp.
Reputation monitoring: Aggregation of reviews from third-party platforms.
AI resolutions: Automated or semi-automated responses to customer feedback and reviews.
Knowledge base: Upload of your own documents so the AI can reference them.
Automations and workflows: Rules that trigger actions, including messages to your customers.
Connected AI clients: Optional access for third-party AI clients via the Model Context Protocol (MCP).
Social proof tools: Widgets and automation for displaying customer testimonials.
We grant you a non-exclusive, non-transferable right to access the platform in accordance with your selected subscription plan.
2. AI Content and Accuracy Disclaimer
FeedbackRobot uses Large Language Models (LLMs) and other AI to generate and analyse content.
The “human-in-the-loop” principle: While our AI is designed for high accuracy, it may generate inaccurate or fabricated information. You are responsible for reviewing and approving AI-generated responses and recovery offers before they reach your customers. Where you configure automation to send without review, you accept that content as your own.
No liability for AI errors: FeedbackRobot is not liable for financial loss, reputational damage, or legal disputes resulting from AI-generated content, including instances where the AI offers unauthorised discounts or states incorrect business information.
No training on your data: We do not use your data to train or fine-tune AI models. See our Privacy Policy for how AI processing works.
3. Messaging Your Customers
You are responsible for the messages sent from your workspace, including those sent automatically by workflows and reminders.
Consent: You must have a lawful basis to contact every person you upload, and must obtain consent for SMS and WhatsApp messaging where your jurisdiction requires it.
Compliance: You are responsible for complying with CAN-SPAM, TCPA, GDPR/ePrivacy and any equivalent laws applicable to you.
Suppression: You may not circumvent unsubscribe handling or re-upload contacts who have opted out.
Sending identity: Where you authenticate your own sending domain, you confirm you are authorised to send from it.
4. Third-Party Integrations
Our service interacts with third-party platforms including Google, TripAdvisor, Agoda, Booking, Shopify, Salesforce and messaging providers.
Compliance: You must comply with the terms of service of any third-party platform you connect.
Account access: You authorise FeedbackRobot to access these accounts on your behalf to fetch data and perform actions you configure.
Platform changes: We are not responsible for service interruptions caused by changes to third-party APIs or the suspension of your third-party accounts.
5. Connected AI Clients (MCP)
You may connect third-party AI clients to a workspace. This access is off by default and requires your explicit authorisation.
Scope: A connected client acts with your permissions in the workspace you select. It can read workspace data and perform actions that reach your customers, including sending surveys and triggering resolutions.
Your responsibility: You are responsible for what a client you authorise does, and for its operator’s handling of any data it retrieves. Only connect clients you trust.
Revocation: Authorisations are time-limited and may be revoked by you at any time. We may revoke or restrict client access where necessary to protect the platform or its users.
6. White-Labeling and Sub-Accounts
For users on Agency or Enterprise plans:
Responsibility: You are responsible for the activity of all sub-accounts and workspaces created under your primary account.
Branding: You may apply your own branding to the dashboard and reports as permitted by your plan. You may not claim the underlying proprietary technology of FeedbackRobot as your own IP.
7. Billing and Subscription
Payments: Subscription fees are billed in advance based on your chosen interval (monthly or annually). All payments are processed securely via our third-party payment processor.
Automatic renewal: Subscriptions renew automatically unless canceled at least 24 hours before the end of the current billing cycle.
No refunds: We do not offer refunds for partial months or unused credits.
8. Data Ownership and License
Your data: You retain all rights to the customer data and feedback you collect through the platform.
License to operate: You grant FeedbackRobot a limited license to host, process and transmit this data solely to provide and support the service, including sending it to the sub-processors described in our Privacy Policy. This license does not extend to training AI models, and ends when the data is deleted.
Aggregated statistics: We may produce aggregated, de-identified statistics about platform usage that do not identify you or your customers.
Roles: You are the data controller for your customers’ data and we are the processor, as described in our Privacy Policy.
9. Prohibited Conduct
You agree not to:
- Use FeedbackRobot to send spam or unsolicited marketing in violation of applicable law.
- Upload contact data you have no lawful basis to hold.
- Attempt to reverse-engineer the AI logic or scrape data from the platform.
- Use the service to generate defamatory, hateful, or illegal content.
- Solicit, incentivise or publish fake or misleading reviews.
- Circumvent plan limits, quotas or authorisation controls.
10. Limitation of Liability
To the fullest extent permitted by law, FeedbackRobot and its affiliates shall not be liable for:
- Any indirect, incidental, or consequential damages.
- Loss of data, revenue, or profits resulting from your use of the platform.
FeedbackRobot’s total liability for any claim arising out of these Terms shall not exceed the amount paid by you to FeedbackRobot during the six months prior to the claim.
11. Termination
We reserve the right to suspend or terminate your access to the platform immediately, without notice, if you breach these Terms or fail to pay subscription fees. Upon termination, your right to use the platform ends, and we may delete your data in accordance with the retention section of our Privacy Policy. Export your data before cancelling.
12. Governing Law
These Terms are governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of law principles.
13. Contact Information
For support, legal inquiries, or notices regarding these Terms, please contact us at:
Email: [email protected] — Website: www.feedbackrobot.com/contact