Terms of service

1. Agreement

By opening an account or using the platform, you agree to these terms on behalf of the business you represent, and you confirm that you have authority to do so. If you do not agree to them, do not use the service.

FeedbackHub is operated by The Apps Galore ("we", "us"). "You" means the business holding the account. "End customers" means the people your business asks for feedback.

2. The service

FeedbackHub provides tools to build feedback forms, distribute them through supported channels, collect responses, analyse them and act on the results. The specific capabilities available to you depend on the plan and configuration agreed in your quote.

We develop the platform continuously. Features may be added, changed or improved. Where a change materially reduces functionality you rely on, we will give reasonable notice.

3. Accounts and access

You are responsible for the accuracy of the account information you provide, for the actions of everyone you grant access to, and for keeping credentials secure. Permissions exist within the platform so that access can be limited by role, and we recommend using them rather than sharing a single login.

Install keys and webhook URLs identify your account and should be treated as credentials. If one is exposed, rotate it. Rotation revokes anything paired with the previous key, which is deliberate.

Tell us promptly if you believe an account or key has been compromised.

4. Your responsibilities when messaging customers

You decide who receives feedback requests. That makes you responsible for having a lawful basis to contact those people, and for complying with the marketing, privacy and electronic communications laws that apply where you and your customers are located.

In particular you agree that you will:

• only send requests to people with whom you have a genuine customer relationship;
• honour opt-out requests, and not remove or work around suppression records in order to contact someone who has opted out;
• not use the platform to send marketing, promotional or unrelated content under the guise of a feedback request;
• not upload contact lists you have purchased, scraped or otherwise obtained without a proper basis;
• comply with the rules of any messaging channel you use, including the WhatsApp Business policies and the applicable SMS regulations for your market.

Where messaging providers suspend or restrict a channel because of how it has been used, we may be required to suspend that channel on your account.

5. Review platform policies

The platform can display a link to a public review profile on the thank-you screen when a rule you configure matches. You are responsible for making sure the way you configure this complies with the current policies of the review platform in question, including their rules on review gating and incentives.

We do not write, submit or alter reviews on any platform, and we do not offer any service that does.

6. Acceptable use

You agree not to use the platform to collect or distribute unlawful, deceptive or harmful content, to impersonate another business, to attempt to gain unauthorised access to any part of the system, to interfere with its operation, or to reverse engineer it other than to the extent permitted by law.

Automated access to the platform should go through the documented endpoints rather than by scripting the interface, and should respect any rate limits applied.

7. Data ownership and processing

Feedback collected through your account, and the customer data you supply in order to collect it, belong to you. We process it in order to provide the service, in line with our privacy policy.

We may use aggregated and anonymised information about platform usage to operate, secure and improve the service. This never identifies you, your end customers or the content of individual feedback.

You can export your data, and you can ask for it to be deleted. Deletion is irreversible, so please be certain before requesting it.

8. Fees and billing

Fees are those set out in your quote or order. Invoices are issued through the platform and can be paid by card through our payment processor. Message costs for SMS and WhatsApp are passed through at provider rates and shown separately.

Unpaid invoices may result in restricted access after reasonable notice. We will contact you before restricting anything, because an account that stops collecting feedback silently is worse for you than a conversation about an invoice.

Fees may change at renewal, with notice given in advance.

9. Availability and support

We aim to keep the platform available and to resolve faults promptly. We do not promise uninterrupted service. Planned maintenance is scheduled to minimise disruption and, where it is likely to be noticeable, announced in advance.

Support is provided through the channels described in your plan. Where your plan includes a named contact and priority handling, those terms apply as agreed.

Some parts of the service depend on third parties, including messaging providers, payment processing and the systems you integrate. Interruptions originating with those providers are outside our control, though we will act to mitigate them where we can.

10. Third-party integrations

Integrations with platforms such as WooCommerce and Shopify, and the browser extension for point of sale screens, depend on those third-party systems continuing to behave as they do today. If a third party changes its interface, an integration may need reconfiguring.

You are responsible for your own systems, for the plugins you install on them, and for having the right to connect them to an external service.

11. Intellectual property

The platform, its interface, its documentation and its brand remain our property. You receive a non-exclusive, non-transferable right to use the service during your subscription. Content you create within it, including your forms, templates and branding, remains yours.

12. Confidentiality

Each party will keep the other's non-public information confidential and use it only for the purposes of the agreement. This does not apply to information that is already public, independently developed, or required to be disclosed by law.

13. Liability

To the fullest extent permitted by law, neither party is liable for indirect or consequential loss, loss of profit, loss of goodwill or loss of anticipated savings. Our total liability in connection with the service is limited to the fees paid by you in the twelve months preceding the claim.

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

14. Suspension and termination

You may terminate at the end of your current term, or as set out in your agreement. We may suspend or terminate an account for material breach of these terms, for non-payment after notice, or where required by a provider or by law.

On termination, access ends and data is deleted after a reasonable retention period, except where we are required to keep records for legal or accounting purposes. Export your data before terminating if you want to keep it.

15. Changes to these terms

We may update these terms as the service changes. The date at the top of this page shows when it was last revised. Material changes will be communicated to account holders directly rather than only posted here, and will take effect from the date stated in that notice.

16. General

If any provision is found unenforceable, the rest remains in force. A failure to enforce a term is not a waiver of it. These terms, together with your quote or order and our privacy policy, form the whole agreement between us in relation to the service.

17. Contact

Questions about these terms can be raised through the contact page.