SimplyFeedback Terms of Service

Last updated: 26 June 2026

Thank you for using SimplyFeedback. These Terms of Service ("Terms") explain the rules that apply when you access or use SimplyFeedback.

Please read these Terms carefully. They include important provisions about your responsibilities, subscriptions, acceptable use, AI-generated outputs, data you submit to the Services, cancellation, and limits on our liability.

These Terms are adapted in part from the Basecamp open-source policies, licensed under Creative Commons Attribution 4.0 International (CC BY 4.0). See the attribution section at the end of these Terms.

1. Who we are and what these Terms cover

When we say "Company," "we," "our," or "us," we mean EmberPeak Studio Ltd, a private limited company registered in England and Wales with company number 17300958 and registered office at 128 City Road, London, United Kingdom, EC1V 2NX.

When we say "SimplyFeedback" or "Services," we mean the SimplyFeedback website, web application, APIs, software, AI-powered survey generation tools, survey hosting tools, response collection tools, reporting features, analytics, summaries, insights, and related services that we provide.

When we say "you" or "your," we mean the individual, company, organisation, or other legal entity accessing or using the Services. If you use the Services on behalf of a company or organisation, you confirm that you have authority to accept these Terms on behalf of that company or organisation.

These Terms apply together with our:

If there is a conflict between these Terms and a separate written agreement signed by us, the signed written agreement will control for the conflict.

2. Changes to these Terms

We may update these Terms from time to time. When we make a material change, we will take reasonable steps to notify account owners, such as by email, in-app notice, or updating the "Last updated" date above.

Your continued use of the Services after the updated Terms take effect means you accept the updated Terms. If you do not agree to the updated Terms, you must stop using the Services and, where applicable, cancel your subscription.

3. Account terms

  1. You must provide accurate account information and keep it up to date.
  2. You are responsible for maintaining the security of your account, login credentials, devices, and any social login or authentication provider connected to your account.
  3. You are responsible for all activity that occurs under your account, including activity by invited team members, workspace users, administrators, contractors, agents, or anyone else you allow to access your account.
  4. You must promptly notify us if you believe your account has been compromised or used without authorisation.
  5. You must be a human to register an account. Accounts registered by bots, scripts, automated sign-up systems, or other unauthorised automated methods are not permitted.
  6. You may not use the Services in a way that violates these Terms, our acceptable use rules, applicable law, or the rights of others.

We may require or recommend additional security measures, such as multi-factor authentication, for certain accounts or features.

4. Workspaces, teams, and account ownership

If SimplyFeedback allows workspaces, teams, organisations, or multiple users under one account:

  1. The person or organisation that creates, pays for, or controls the workspace is responsible for managing users, permissions, survey content, respondent data, and billing.
  2. Workspace administrators may be able to access, export, delete, or manage content and information within that workspace.
  3. You are responsible for ensuring that all invited users comply with these Terms.
  4. If there is a dispute about account ownership, we may ask for evidence and may suspend access while we assess the situation. We are not required to resolve internal business, employment, contractor, or ownership disputes.

5. Subscriptions, billing, and plan changes

Some parts of the Services may be free, and others may require a paid subscription.

  1. Paid subscriptions are billed through our payment and billing providers, which may include Stripe and useAutumn.
  2. Prices, billing periods, usage limits, plan features, renewal terms, and taxes will be shown at checkout, on our pricing page, in your account, or in an applicable order form.
  3. Unless stated otherwise, subscriptions renew automatically at the end of each billing period until cancelled.
  4. You authorise us and our payment providers to charge your selected payment method for subscription fees, usage-based fees, taxes, and other charges that apply to your plan.
  5. If a payment fails, we may retry the charge, ask you to update your payment method, suspend access, downgrade your plan, or cancel your subscription.
  6. If you upgrade, downgrade, or change your plan, the change may take effect immediately or at the start of the next billing period, depending on the checkout or account settings shown to you.
  7. You are responsible for all taxes, duties, levies, and similar charges, except where we are legally required to calculate, collect, and remit them.

We may change our prices or plan features. If a price change affects an active paid subscription, we will provide reasonable notice before the change takes effect, unless the change is required by law, applies only to optional extras, or benefits you.

6. Free trials and beta features

We may offer free trials, free plans, previews, or beta features. We may change, limit, suspend, or discontinue free or beta features at any time.

Beta features may be incomplete, unstable, inaccurate, or subject to additional limits. You use beta features at your own risk and should not rely on them for critical decisions or production workflows unless we expressly say otherwise.

7. Cancellation and termination by you

You are responsible for properly cancelling your subscription. Where available, you should cancel through your account settings, billing portal, or the cancellation process shown in the Services.

Unless stated otherwise:

  1. cancelling a subscription stops future renewals;
  2. cancellation does not automatically entitle you to a refund for the current billing period;
  3. you may retain access until the end of the paid billing period, unless your account is terminated for breach or your plan states otherwise;
  4. you should export any data you need before cancelling or closing your account.

If you need help cancelling, contact us at hello@simplyfeedback.com.

8. Refunds

Unless required by law or expressly stated at checkout, fees are non-refundable.

We may choose to provide a refund or credit at our discretion. Providing a refund in one case does not mean we are required to provide refunds in other cases.

If you are a consumer, you may have statutory cancellation rights for digital services. Where applicable, we will provide the legally required information before purchase. You may lose cancellation rights once we begin providing digital services, digital content, or access to paid functionality with your consent, where the law allows.

9. Suspension and termination by us

We may suspend or terminate your account, workspace, subscription, access to the Services, or access to specific features if:

  1. you breach these Terms;
  2. payment is overdue;
  3. your use creates security, legal, operational, or reputational risk;
  4. your use may harm us, other users, respondents, third parties, or the Services;
  5. you use the Services for prohibited content or prohibited activities;
  6. we are required to do so by law;
  7. your usage materially exceeds reasonable or permitted limits;
  8. you abuse, threaten, harass, or mistreat our staff, contractors, service providers, or users.

Suspension means you may be unable to access the account or content. Termination may result in deletion of the account and associated content, subject to our retention obligations and backup processes.

We may refuse service to anyone where reasonably necessary to protect the Services, our users, our business, or the rights of others.

10. Data export, deletion, and retention after cancellation

You should export any data you need before cancelling or closing your account.

After cancellation, termination, or account closure, we may delete or restrict access to account content, surveys, responses, reports, AI outputs, logs, and other data in line with our Privacy Policy, Data Processing Agreement, retention practices, backup cycles, and legal obligations.

We may retain limited information where necessary for legal, tax, accounting, security, fraud prevention, dispute resolution, enforcement of these Terms, or compliance purposes.

11. Your content and survey data

When we say "Customer Content," we mean content, data, materials, prompts, survey questions, survey responses, uploaded files, respondent information, reports, comments, feedback, instructions, configurations, and other materials submitted to, generated in, stored in, or processed through the Services by you or on your behalf.

You retain ownership of your Customer Content. You grant us a limited licence to host, store, copy, process, transmit, display, modify, and otherwise use Customer Content only as necessary to:

  1. provide, operate, maintain, secure, and improve the Services;
  2. generate requested surveys, summaries, themes, sentiment analysis, reports, and insights;
  3. provide support and troubleshoot issues;
  4. prevent abuse, enforce these Terms, and protect the Services;
  5. comply with legal obligations.

You represent that you have all rights, permissions, notices, consents, and lawful bases required to submit Customer Content to the Services and to allow us to process it as described in these Terms and our Privacy Policy.

12. Survey respondents and customer responsibilities

SimplyFeedback may allow you to collect information from survey respondents or other individuals.

You are responsible for:

  1. deciding what information to collect;
  2. ensuring survey questions are lawful, fair, accurate, and appropriate;
  3. providing any required privacy notices to respondents;
  4. obtaining any required consent or other lawful basis;
  5. responding to respondent rights requests where you are responsible for doing so;
  6. ensuring that your use of SimplyFeedback complies with data protection, employment, consumer, marketing, equality, education, health, and other laws that apply to you;
  7. ensuring that you do not collect or upload prohibited information.

Where applicable, you acknowledge that you may be the controller or business for survey respondent data, and we may act as your processor or service provider for that data.

13. Sensitive data and prohibited information

Unless we expressly agree otherwise in writing, you must not use the Services to collect, upload, submit, store, or process:

  1. special category data or sensitive personal information, including health data, racial or ethnic origin, political opinions, religious or philosophical beliefs, trade union membership, genetic data, biometric data, sex life, sexual orientation, gender identity, or similar information;
  2. children's personal information;
  3. social security numbers, national insurance numbers, passport numbers, driver's licence numbers, state ID numbers, or other government identifiers;
  4. payment card numbers or financial account credentials;
  5. passwords, authentication secrets, API keys, private keys, or security credentials;
  6. criminal offence data;
  7. protected health information, medical records, insurance records, or other regulated health data;
  8. education records subject to education privacy laws;
  9. any other information that you are not authorised to collect or process.

Because SimplyFeedback may allow free-text answers, you must design your surveys carefully and instruct respondents not to submit prohibited or sensitive information. If you become aware that prohibited information has been submitted, you must delete it promptly and notify us if our assistance is required.

We may remove, restrict, or disable access to content that we believe may breach this section.

14. AI features and outputs

SimplyFeedback may use artificial intelligence systems, machine learning models, or third-party AI platforms to help generate surveys, analyse responses, produce summaries, extract themes, classify text, generate sentiment analysis, and provide related outputs.

You understand and agree that:

  1. AI-generated outputs may be inaccurate, incomplete, misleading, biased, or unsuitable for your intended use.
  2. You are responsible for reviewing, validating, and deciding whether to rely on AI-generated outputs.
  3. AI outputs are not legal, financial, medical, employment, HR, compliance, research, or professional advice.
  4. You must not use AI outputs as the sole basis for decisions that have legal, employment, financial, health, housing, educational, eligibility, or similarly significant effects on individuals.
  5. You must not use the Services to profile, evaluate, or make decisions about individuals in a way that violates applicable law.
  6. We may impose limits on AI features, including rate limits, model availability, context limits, content limits, usage limits, or safety filters.
  7. AI providers may process Customer Content as subprocessors or service providers where necessary to provide the AI features.

You are responsible for ensuring that your prompts, survey data, response data, and use of AI outputs comply with these Terms and applicable law.

15. Acceptable use

You must not use the Services to:

  1. violate any law, regulation, contract, duty, or third-party right;
  2. collect, upload, or process information you are not authorised to process;
  3. send spam, unsolicited messages, phishing, malware, or deceptive content;
  4. impersonate another person or organisation;
  5. harass, abuse, threaten, defame, exploit, or discriminate against others;
  6. create surveys or content that are unlawful, deceptive, abusive, hateful, exploitative, or invasive;
  7. collect sensitive data or children's data unless expressly permitted by us in writing and allowed by law;
  8. collect payment card data, government identifiers, passwords, or regulated health, education, or financial account data;
  9. reverse engineer, copy, scrape, crawl, overload, probe, interfere with, or disrupt the Services;
  10. bypass security, access controls, usage limits, rate limits, or plan restrictions;
  11. use the Services to train competing AI models or build a competing service without our written permission;
  12. resell, sublicense, or commercially exploit the Services except as expressly allowed by your plan;
  13. use automated systems to create accounts, harvest data, or abuse the Services;
  14. upload malware, harmful code, or content designed to interfere with systems or data;
  15. misrepresent survey results, AI outputs, or respondent information.

We may investigate suspected misuse and may remove content, suspend accounts, restrict features, or terminate access where appropriate.

16. Privacy and data protection

Your use of the Services is subject to our Privacy Policy and Cookie Policy.

If you use the Services to process personal data on behalf of your organisation or customers, our Data Processing Agreement may apply where required by data protection laws. If we do not yet publish a Data Processing Agreement, you should contact us before using SimplyFeedback for regulated or high-risk personal data processing.

We use service providers and subprocessors to provide hosting, storage, authentication, analytics, payments, subscriptions, email, support, AI processing, monitoring, and related services. We may publish or provide a list of subprocessors.

We may access Customer Content only where reasonably necessary to provide support, troubleshoot issues, maintain security, prevent abuse, comply with law, enforce these Terms, or provide the Services.

17. Security

We take reasonable technical and organisational measures designed to protect the Services and Customer Content. However, no internet service is perfectly secure, and we cannot guarantee that unauthorised access, loss, misuse, or disruption will never occur.

You are responsible for using strong passwords, protecting login credentials, configuring permissions appropriately, limiting access to your workspace, and keeping your own systems secure.

You must notify us promptly at hello@simplyfeedback.com if you suspect a security issue involving the Services.

18. Third-party services and integrations

The Services may use, link to, or integrate with third-party services, including payment processors, AI platforms, analytics providers, authentication providers, hosting providers, email providers, and other tools.

Your use of third-party services may be subject to their own terms, privacy policies, and data processing terms. We are not responsible for third-party services except to the extent required by law or expressly stated in a written agreement with you.

If you connect a third-party integration or social login provider, you authorise us and that provider to exchange the information necessary to provide the integration or authentication feature.

19. APIs and automated access

If we make an API available, your use of the API is subject to these Terms and any additional API documentation or limits we provide.

You must not:

  1. abuse or overload the API;
  2. circumvent rate limits, security controls, or access restrictions;
  3. use the API to scrape, monitor, or surveil users or respondents unlawfully;
  4. use the API to build a competing service without our written permission;
  5. expose API keys, tokens, or credentials.

We may suspend or revoke API access at any time where reasonably necessary to protect the Services, other users, or our business.

20. Intellectual property

We and our licensors own all rights, title, and interest in the Services, including software, design, interfaces, technology, trademarks, logos, trade names, and other intellectual property.

These Terms do not grant you ownership of the Services. You may not copy, modify, distribute, sell, lease, reverse engineer, or create derivative works from the Services except as expressly allowed by these Terms or by law.

You may not use our name, logos, branding, or product names for promotional purposes without our written permission.

21. Feedback

If you send us ideas, suggestions, feature requests, comments, bug / issue reports or other feedback, you agree that we may use them without restriction or obligation to compensate you. You are not required to provide feedback.

You must not upload content that infringes copyright or other intellectual property rights.

If you believe content in the Services infringes your rights, contact us at hello@simplyfeedback.com with enough information for us to investigate, including your contact details, a description of the work, the allegedly infringing content, and the location of the content.

We may remove or disable access to content that we believe may infringe rights.

23. Service changes, availability, and bugs

We work to provide a reliable and useful service, but the Services may change over time.

We may add, change, suspend, or remove features, models, integrations, plans, or limits. We may also discontinue the Services or parts of them, with reasonable notice where practical.

We do not guarantee that the Services will be uninterrupted, error-free, secure, or available at all times. Software inevitably has bugs. We may prioritise fixes at our discretion, especially where they affect security, privacy, billing, or core functionality.

24. Disclaimers

To the maximum extent permitted by law, the Services are provided on an "as is" and "as available" basis.

We do not warrant that:

  1. the Services will meet your requirements;
  2. AI-generated outputs will be accurate, complete, lawful, unbiased, or suitable for your purposes;
  3. surveys or reports will produce any particular business outcome;
  4. the Services will be uninterrupted, secure, or error-free;
  5. data will never be lost or corrupted.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot be excluded under applicable law.

25. Limitation of liability

To the maximum extent permitted by law, we will not be liable for:

  1. loss of profits, sales, business, revenue, goodwill, anticipated savings, or opportunity;
  2. business interruption;
  3. loss, corruption, or unauthorised access to data;
  4. indirect, special, incidental, punitive, exemplary, or consequential damages;
  5. decisions made based on AI-generated outputs, survey results, summaries, insights, or reports;
  6. third-party services, integrations, or providers;
  7. your failure to comply with these Terms or applicable law.

To the maximum extent permitted by law, our total aggregate liability arising out of or relating to the Services or these Terms will be limited to the greater of:

  1. the amount you paid us for the Services in the 12 months before the event giving rise to the claim; or
  2. £100.

If you use the Services free of charge, our total aggregate liability will be limited to £100, to the maximum extent permitted by law.

26. Indemnity

If you are using the Services on behalf of a business or organisation, you agree to indemnify and hold harmless EmberPeak Studio Ltd and its directors, officers, employees, contractors, service providers, and affiliates from claims, losses, liabilities, damages, costs, and expenses arising from:

  1. your breach of these Terms;
  2. your Customer Content;
  3. your surveys, survey questions, respondent notices, or processing instructions;
  4. your misuse of AI outputs;
  5. your violation of law or third-party rights;
  6. your users' or respondents' use of the Services under your account.

27. Consumer rights

If you are a consumer, you may have legal rights that cannot be excluded or limited by these Terms. Nothing in these Terms affects those rights.

If you are using the Services for business purposes, you confirm that you are acquiring the Services for purposes relating to your trade, business, craft, or profession.

28. Governing law and courts

These Terms are governed by the laws of England and Wales.

The courts of England and Wales will have exclusive jurisdiction over disputes arising out of or relating to these Terms or the Services, except where applicable consumer law gives you the right to bring proceedings elsewhere.

29. General terms

  1. These Terms, together with the policies and documents referenced in them, form the agreement between you and us for the Services.
  2. If any part of these Terms is invalid or unenforceable, the rest will remain in effect.
  3. Our failure to enforce a provision does not waive our right to enforce it later.
  4. You may not assign or transfer these Terms without our written permission. We may assign or transfer these Terms as part of a merger, acquisition, reorganisation, sale of assets, or by operation of law.
  5. We are not responsible for delays or failures caused by events beyond our reasonable control.
  6. Headings are for convenience only and do not affect interpretation.

30. Contact

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

EmberPeak Studio Ltd
Email: hello@simplyfeedback.com
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Company number: 17300958

31. Attribution

Portions of these Terms are adapted from the Basecamp open-source policies, licensed under Creative Commons Attribution 4.0 International (CC BY 4.0).