Terms of Service

These Terms of Service (“Terms”) govern PushFeedback’s website, widget, dashboard, API and related services (“Services”). Volcanic Labs SLU, trading as PushFeedback (“we” or “us”), provides the Services. You accept these Terms when you agree to them while creating an account or placing an order. If you act for an organisation, you confirm that you can enter into this agreement on its behalf. Purchasing a paid subscription requires your agreement to the price and billing terms shown at checkout or in your order.

You can save or print these Terms for your records. Section 16 explains which document takes priority if your order, these Terms and the Data Processing Agreement conflict.

1. Accounts and permitted use

Use the Services for business or professional purposes under your plan, the documentation and applicable law. Keep account details accurate, protect credentials and report unauthorised access. You are responsible for authorised users, Customer Content and widget deployment. Do not disrupt the Services, bypass limits or security, infringe rights or act unlawfully. Reverse-engineering restrictions apply only where lawful. Mandatory rights remain protected.

2. Customer Content and feedback

“Customer Content” includes submitted feedback, ratings, screenshots, contact details, page URLs and metadata. You retain your rights and give us a limited right to host, process, transmit and display it to provide, secure and support PushFeedback under the Data Processing Agreement (“DPA”). You must have the necessary rights, notices, permissions and lawful basis.

Configure collection appropriately. User-initiated screenshots and page context can contain personal or confidential information. Enabling the widget does not authorise collection of everything visible. Feedback is stored in the dashboard and may be sent to destinations you enable. Third-party delivery depends on the integration and its configuration.

3. Our intellectual property

PushFeedback and its licensors own the Services and materials we provide. You may use them during the agreed term under your plan. We may use suggestions about PushFeedback without paying a royalty, but may not identify you or disclose confidential information without permission. This permission does not apply to Customer Content collected through your widget.

4. Privacy and data protection

The Privacy Policy covers our controller processing for visitors, accounts, billing and communications. Processing on your behalf follows the DPA unless we sign another with you. You remain responsible for your processing decisions and notices, and we for our own legal duties. Contract acceptance is not consent to optional processing. We request consent separately where required.

5. Plans, fees, and taxes

Your checkout or order confirms the price, currency, period and limits. See current public plans on our Pricing page. Subscriptions are paid in advance. Prices exclude applicable taxes unless stated otherwise. You pay applicable taxes other than those on our income and authorise collection of agreed fees and taxes from your saved payment method. Refunds follow section 6, your order and mandatory law.

The free plan and temporary paid-feature trials have their own published limits. Exceeding a limit does not authorise a charge or upgrade. Separately priced services require your agreement. We may retry authorised payments and restrict access for overdue undisputed fees after reasonable notice and an opportunity to resolve them. Other restrictions follow section 11.

6. Trials, renewal, and cancellation

Trial duration and conditions are shown when offered. Trials are for first-time subscriptions unless stated otherwise and convert to paid only with agreement to price and renewal terms. Paid plans renew for the same monthly or annual period until cancelled. Cancel through your account or the method in your order before renewal.

Cancellation stops renewal, with access through the paid period. Monthly payments and the first annual payment are non-refundable except for billing errors, express contract refunds or mandatory remedies. Cancel within 15 days after an annual renewal for a full refund of that renewal fee. A full refund ends the refunded subscription. Later cancellation leaves access through the paid year. Any continuing free plan follows its limits.

Report billing errors to [email protected]. We correct confirmed errors. Cancellation or refunds do not erase other properly incurred charges. Mandatory withdrawal and non-conformity remedies remain available.

Subscription price increases require at least 30 days’ advance notice by email or another durable account notice. They apply at the first renewal after that period. You may cancel beforehand. No retroactive increases apply.

7. Service changes and availability

We may update the Services, including features, integrations, and technical components, provided we do not materially reduce the core functionality of a paid plan during its current paid term. The Services are provided on a commercially reasonable basis and may be unavailable from time to time. Any service levels or support commitments apply only if expressly agreed in writing.

8. AI features

An authorised user can request an optional AI Report on selected feedback. Reports contain draft summaries, themes, quotes and suggested actions, which may be inaccurate, incomplete or unsuitable. Review them against source feedback before relying on them. Administrators can disable AI Reports. Selected data goes to the providers in our security documentation under the DPA and subprocessor rules.

We do not train AI models on Customer Content or authorise providers to do so. Each party remains responsible for its legal duties. You are responsible for deployment and use of output, including human review of decisions affecting rights or safety.

9. Confidentiality

Each party will use the other’s confidential information only for this agreement and protect it with reasonable care. This covers information marked confidential or reasonably understood to be so, excluding information lawfully public, already known without restriction, independently developed or lawfully received from another source. Legally required disclosure is permitted with advance notice where allowed. The DPA protects Customer Personal Data.

10. Publicity

During your subscription, you allow us to identify you as a customer and display your name and logo in customer lists and marketing materials without a royalty. You may opt out of future use by contacting [email protected]. We may reproduce public testimonials, reviews and quotations, and create case studies from public information, only where the relevant platform terms and third-party rights permit. We will not disclose confidential information or materially alter a quotation. New attributed quotes, non-public information or customer-specific performance claims require your prior written approval.

11. Suspension and termination

Either party may terminate for a material breach that is not remedied within 30 days after written notice describing it. We may restrict affected access immediately when reasonably necessary to address a security risk, unlawful use, infringement or another serious breach that cannot reasonably be remedied. Restrictions for unpaid fees follow section 5. Where practicable, we will explain the reason for a restriction and how to resolve it.

If we end paid Services without cause, we will give at least 30 days’ notice and refund unused prepaid subscription fees for the affected Services. When the Services end, access ends and the DPA governs return or deletion of Customer Personal Data. Termination does not erase properly incurred charges. Confidentiality, intellectual property, accrued payment obligations and other provisions intended to survive remain effective.

12. Warranties and disclaimers

We will provide the Services using reasonable skill and care. Except for that warranty, other express commitments in your agreement and warranties that cannot lawfully be excluded, the Services are provided “as is” and “as available”. To the extent permitted by law, we do not give other implied warranties, including merchantability, fitness for a particular purpose, non-infringement or uninterrupted or error-free operation. This section does not remove our obligations under the DPA or mandatory law.

13. Limitation of liability

To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, exemplary or punitive damages, or lost profits, revenue, goodwill or data. Each party’s total liability arising from the Services is limited to the fees you paid us for the affected Services during the 12 months preceding the event giving rise to the claim.

These exclusions and limits do not excuse payment of agreed fees or other charges properly incurred. They do not apply to fraud, deliberate misconduct or liability that cannot lawfully be limited. They do not limit mandatory data-protection rights or regulatory powers. Different liability provisions expressly agreed in a signed agreement take priority, subject to mandatory law and the DPA.

14. Customer indemnity

You will defend PushFeedback and its affiliates, officers, directors, employees and agents against third-party claims caused by your Customer Content, implementation or use of the widget, or breach of sections 1, 2 or 4. You will cover resulting damages, settlements you approve and reasonable legal costs, subject to section 13. This does not cover a claim to the extent caused by our own breach or unlawful conduct.

We will promptly notify you in writing, let you control the defence and settlement, and provide reasonable cooperation at your expense. A settlement that admits liability or imposes a non-monetary obligation on us requires our written consent.

15. Changes to these Terms

We publish revisions with an update date. Material changes affecting existing customers require at least 30 days’ advance notice by email or another durable account notice. They apply at the first paid renewal after that period, or for free accounts on the notified date no earlier than its end. You may cancel or stop using the Services beforehand.

Changes strictly required by law or an urgent security risk may apply sooner, with notice as soon as reasonably possible. Changes cannot create retroactive charges or a new paid subscription. DPA notice and objection rights remain applicable.

16. General

Spanish law applies, subject to mandatory rules. Disputes go to legally competent courts. A different forum requires a valid separately negotiated agreement.

Neither party is responsible for delays beyond its reasonable control, without erasing incurred charges. Neither party may assign without the other’s consent, except our assignment to an affiliate or successor in financing, merger, reorganisation, acquisition or sale. The assignee must assume our duties and we will notify you of a provider change. Unenforceable clauses do not affect the rest. Waivers must be written.

These Terms, the applicable DPA and agreed orders form the agreement. A signed order or separately negotiated agreement prevails where it expressly addresses the same issue differently. For customer-instructed processing, the DPA prevails over these Terms, and applicable Standard Contractual Clauses over conflicting DPA provisions. The Privacy Policy explains controller processing. We may send contract notices to your account or billing email. Keep them current.

17. Contact

Volcanic Labs SLU

Plaza de Galicia, Local 7, 38612, Santa Cruz de Tenerife, Spain

[email protected]