1. Introduction and acceptance
These Terms of Service ("Terms") govern access to and use of the services operated by Upopy SARL ("we," "us," or "our"), including the website and software provided in connection with those services (the "Service"). By accessing or using the Service, you agree to these Terms. If you do not agree, do not use the Service. For paid subscriptions, these Terms also constitute the terms of sale.
The Service is intended for professionals acting in the course of their business. You represent that you use the Service in that capacity.
2. Description of the Service
Feedbask is a software platform for collecting and managing customer feedback. Depending on your plan, the Service may include:
- Embeddable widgets (including surveys such as NPS and CSAT, custom questions, bug reports, feature requests, reviews, and related modules).
- Inbox, live chat, public or private roadmaps, and team collaboration.
- Brand mention monitoring on selected public social platforms.
- Optional AI-assisted reply suggestions.
- Webhooks and integrations, where enabled on your plan.
Available features, usage limits, and options for extra team members or extra projects are described on the pricing page and at checkout. They may vary by plan. We do not reproduce prices in these Terms.
3. Account
To use the Service you must create an account and provide accurate information. You are responsible for activity under your account.
You may sign in with an email magic link or with Google. GitHub sign-in may also be offered. You are responsible for the security of the email inbox or third-party account you use to authenticate.
4. Payment and fees
Prices are shown on the pricing page and at checkout. Unless stated otherwise at checkout, prices exclude taxes. Payments are processed by Stripe. By subscribing to a paid plan, you agree to pay the fees for the plan and options you select, including any extra team members or extra projects billed as displayed at checkout.
Subscription fees are billed in advance. Monthly subscriptions are charged at the start of each monthly period. Annual subscriptions are charged at the start of each annual period. Changes to seats or other billed options may be prorated by the payment provider.
Plan features and prices may change. We will notify you of a price change at least 14 days before it takes effect.
An affiliate program may be offered through a third-party partner. That program is governed by the partner's terms presented when you join.
5. Renewal and cancellation
Paid subscriptions renew automatically until you cancel. Monthly subscriptions renew each month. Annual subscriptions renew each year.
You may cancel at any time from your account billing settings or by contacting us at contact@feedbask.com. After cancellation, the subscription remains active until the end of the current billing period. Your account is then downgraded to the free plan, with the limits of that plan.
We do not refund partial billing periods or periods after cancellation takes effect, except as described in the refund section.
6. Refunds
Because the Service is a digital service and a free plan is available, subscription fees are not refundable. There are no refunds or credits for unused time in a billing period.
In exceptional cases we may issue a refund at our sole discretion. Contact support if you believe your situation warrants it.
7. Use of the Service
You may use the Service only for lawful purposes and in line with these Terms and applicable law. You must not misuse the Service, interfere with it, or use it to harass others or to transmit unlawful content.
8. User obligations
You are responsible for the content you and your visitors submit through the Service (including feedback, chat, screenshots, and files) and for your configuration of widgets, webhooks, and notifications.
For widgets and other collection tools you embed on your sites or apps, you are responsible for providing required notices and obtaining any consents required by applicable privacy and cookie laws before collecting data from your visitors.
If you enable webhooks or send data to third-party tools, you are responsible for those destinations.
9. Brand mentions
Brand mentions, where included in your plan, searches publicly available posts on selected platforms (which may include X, Reddit, Facebook, LinkedIn, and YouTube, depending on the plan) using the brand name and website associated with your project. We store matching results in your account for no more than 60 days from collection, including title, text, URL, author identifier, date, and platform, and we may notify you of new results.
You may only use brand mentions to monitor brands you own or are authorized to monitor. You must not use the feature to collect private or non-public content, or to republish third-party posts in full outside the Service.
Results come from public sources via third-party search providers. Platforms may restrict access. We may suspend or limit a network or the feature if a source becomes unavailable or if we believe continued collection would breach applicable rules.
Authors of public posts remain third parties. You must use mention data in accordance with applicable law, including data protection law, and the terms of the relevant platforms.
10. Termination
You may stop using the Service and request deletion of your account from your account settings or by contacting us. Termination deactivates your widgets and leads to deletion of account data as described in the Privacy Policy, subject to legal retention.
Upopy SARL may suspend or terminate access in case of a material breach of these Terms, non-payment, or if required by law. Where reasonably possible, we will notify you.
Provisions that by their nature should survive termination will survive, including intellectual property, liability, indemnification, and governing law.
11. Intellectual property
The Service, including its software, design, and trademarks, is owned by us or our licensors. These Terms do not transfer ownership of the Service to you.
You retain rights in the content you submit and in feedback data collected for you. You grant {{companyName}} a limited licence to host, process, and display that content as needed to provide the Service.
12. Personal data
Personal data is processed as described in our Privacy Policy. We process personal data in accordance with the GDPR and other applicable data protection laws.
For data that your visitors submit through widgets, chat, and similar tools you configure, you are the controller and Upopy SARL is the processor: we process that data on your instructions to provide the Service. For our own accounts, billing, and website, we are the controller. For brand mentions, we collect public posts at your request to display them in your account; you must have a valid reason to monitor the brand.
13. Liability
Upopy SARL is not responsible for content published by you or by visitors using your widgets. You are responsible for your use of the Service and for compliance with applicable law.
To the extent permitted by applicable law, Upopy SARL is not liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, arising from use of or inability to use the Service. This does not exclude liability that cannot be excluded under French law, including liability for fraud or gross negligence.
14. Indemnification
You agree to indemnify us against claims, damages, and reasonable costs arising from your content, your visitors' content, your use of brand mentions, or your breach of these Terms or of applicable law, except to the extent caused by our own fault.
15. Changes to these Terms
We may modify these Terms. If we make material changes, we will notify you by email or by a notice on the website before the changes take effect. Continued use of the Service after the effective date constitutes acceptance of the revised Terms.
16. Governing law
These Terms are governed by French law. If a dispute cannot be resolved amicably, the courts of the jurisdiction of Upopy SARL's registered office shall have jurisdiction, without prejudice to any mandatory rules that may apply.
17. Contact
For any questions about these Terms, contact: