Terms of Service
Last Update: December 9, 2025
Concluded by and between:
Awake Apps Rafał Muszyński, address: Awake Apps Rafał Muszyński, ul. Mieczysława Piotrowskiego 15/230, 08-110 Siedlce, Poland, hereinafter referred to as "Company" or "BetterFeedback.ai"
and
"Client" – data as given while placing the first Order under this Agreement (the "Effective Date").
Definitions
For the purposes of this Agreement, the Parties agree on the following definitions:
SERVICE/PRODUCT: The BetterFeedback.ai software platform and all related applications, systems, databases, documentation, and services designed for gathering and analyzing customer feedback.
DATA: All data, including text, audio files, transcribed text, and survey responses, recorded, uploaded, downloaded, or otherwise processed by the Client or end-users through the Service.
ORDER/PLAN: Orders for a specific subscription placed by the Client by an online form or separate written agreement, describing the subscription tier for the Service (e.g., Free, Pro, Business, Custom Plan).
Standard Input: Text-based chat and survey data.
High-Cost Input: Data collected via voice recording, audio transcription, or high-volume and complex AI Insights processing. This input carries a significantly higher operational cost due to external API dependencies.
Monthly Throughput: The maximum number of total responses (Standard + High-Cost) an account may process within a single 30-day billing cycle, as defined by the applicable Plan.
Annual Response Cap: The total, maximum number of responses allocated to the Client over a twelve (12) month period for specific Plans, such as Custom Plans.
GDPR: Regulation (EU) 2016/679 (General Data Protection Regulation).
Subject of the Agreement and Service Availability
The subject matter of the Agreement is to establish the terms and conditions under which the Client shall acquire access to the Service. The detailed scope of the subscription will be described in Orders.
BetterFeedback.ai will make the Service available to the Client pursuant to this Agreement and the applicable Orders. BetterFeedback.ai will use commercially reasonable efforts to make the Service available twenty-four hours a day, seven days a week, except during: a) planned downtime (of which BetterFeedback.ai will give advance notice by email delivered to the e-mail address provided by the Client upon concluding this Agreement); or b) Force Majeure events.
BetterFeedback.ai may modify the features and functionalities of the Service anytime. BetterFeedback.ai will not materially decrease the overall features and functionalities of the Service during the subscription term.
A Data Processing Agreement (DPA) and a Privacy Policy are available as standard parts of the service on our website. In the event of any inconsistency or conflict between the terms of this MSA and the terms of any Order, the terms of this MSA shall prevail.
Terms of Use and Client Obligations
Access to use of the Service is restricted to the limits detailed in an Order. Logins cannot be shared or used by more than one individual per account but may be reassigned to new individuals replacing former individuals. The Client is responsible for maintaining the confidentiality of all logins.
The Client shall not use the Service by circumventing the applicable subscription plan. BetterFeedback.ai reserves the right to charge the Client for any overuse of the Service in violation of this Agreement or the subscription plan.
The Client shall not transmit, submit, or include any DATA in connection with the use of the Service that:
- violates, infringes, or misappropriates the rights of any person;
- is false, inaccurate, misleading, or fraudulent;
- is defamatory, obscene, illegal, or otherwise objectionable;
- contains any viruses, Trojan horses, worms, time bombs, or other harmful computer routines;
- or otherwise attempts to interfere with the proper working of the Service.
Fair Use Policy and High-Cost Features
The following terms apply to all usage tiers, including Free, Pro, Business, and Custom Plans, to ensure sustainable service delivery for all users.
4.1. General Fair Use and Cost Management
a. Intended Use: All Plans are priced based on an assumed blend of Standard and High-Cost Input usage. The model assumes the majority of usage will be Standard Input.
b. Excessive High-Cost Input: If an account's usage of High-Cost Input consistently exceeds 20% of its total Monthly Throughput across multiple billing cycles, BetterFeedback.ai reserves the right to review the account usage.
c. Remedial Action: In the event of confirmed excessive High-Cost Input usage, BetterFeedback.ai shall provide notice and may take one or more of the following actions:
- Throttle the processing speed of subsequent High-Cost Input responses.
- Temporarily limit the account's access to High-Cost functionality (e.g., voice recording).
- Require the Client to upgrade to an appropriate plan or Enterprise tier.
- Suspend or terminate service for severe and uncorrected policy violations.
4.2. Management of Annual Response Caps (Custom Plans)
a. Reset and Commencement: The Annual Response Cap shall reset and be re-credited to the account every twelve (12) calendar months from the Plan's Commencement Date.
b. Total Budget Enforcement: The Annual Response Cap defines the maximum total budget of responses available to the Client per year.
c. Monthly Throughput Enforcement: Consumption of the Annual Response Cap is strictly governed by the account's maximum Monthly Throughput limit.
d. No Carry-Over: Any unused responses from the previous year's Annual Response Cap do not roll over into the subsequent year's allocation.
Data Processing and Analytics
5.1. Data Processing
Data is processed based on the Data Processing Agreement (DPA), which is an integral part of this Agreement. The Client is the Controller and BetterFeedback.ai is the Processor of the Client's Data as defined in the DPA.
5.2. Analytics
We may use third-party Service Providers to monitor and analyze the use of our Service, including Google Analytics. Google uses the data collected to track and monitor the use of our Service. This data is shared with other Google services. Google may use the collected data to contextualise and personalise the ads of its own advertising network. For more information on the privacy practices of Google, please visit: https://policies.google.com/privacy?hl=en
Intellectual Property
As between BetterFeedback.ai and the Client, BetterFeedback.ai owns all right, title and interest in and to the Service and all related software, algorithms, designs, trade secrets, and all intellectual property rights in all of the foregoing ("Company Property").
The Client agrees to give feedback on the Service ("Feedback"). All Feedback, suggestions, and ideas provided by the Client relating to the Service, and all intellectual property rights associated with such feedback are the exclusive property of BetterFeedback.ai.
BetterFeedback.ai may include the Client's business name in a list of BetterFeedback.ai's clients. If a Client does not wish to be included, they may request removal via email to support@betterfeedback.ai.
Warranty
BetterFeedback.ai disclaims all warranties of any kind, whether express or implied, regarding the Service. The Service is provided on an "as is" basis without warranty of any kind.
The Client is solely responsible for the DATA, and BetterFeedback.ai is not responsible for the DATA content whatsoever. BetterFeedback.ai offers no guarantee that DATA will not be lost, compromised, or damaged.
Limitation of Liability
To the maximum extent permitted by law, BetterFeedback.ai's aggregate liability under this Agreement will not exceed the total subscription fees paid by the Client to BetterFeedback.ai in the twelve months preceding the date the claim arose.
Except for the Client's payment obligations under this Agreement, in no event will either party be liable to the other for any special, incidental, punitive, indirect or consequential damages or for any loss of use, loss of data, loss of business, loss of profits, loss of revenue or loss of reputation.
Indemnification
The Client will defend, indemnify and hold BetterFeedback.ai harmless from and against any and all claims, costs, damages, losses, liabilities and expenses (including reasonable attorneys' fees and costs) arising out of or in connection with any claim arising from:
- the Client's violation of this Agreement;
- the Client's negligence or willful misconduct;
- the Client's use of the Service in a manner not authorized by this Agreement;
- Client DATA, or any combination thereof.
Prices and Payment
All Products are prepaid except where otherwise noted in an Order. The Client shall pay to BetterFeedback.ai all subscription fees as described in Orders.
We use Paddle (https://paddle.com) as our payment processor for all transactions. Paddle is a trusted payment platform that handles all payment processing, billing, and subscription management. By making a purchase, you agree to Paddle's terms of service and privacy policy. All payment data is processed and stored securely by Paddle, and we do not directly handle or store your payment information.
The Client may cancel its subscription anytime, and the cancellation will be effective at the end of the then-current subscription term. For any questions regarding subscription or cancellation, please contact us by email: support@betterfeedback.ai.
All fees are payable in advance on a monthly or annual basis. We offer a 10-day money-back guarantee for all paid subscriptions. If you are not satisfied with the Service within 10 days of your initial purchase, you may request a full refund by emailing hello@betterfeedback.ai. No questions asked. After the 10-day period, fees are non-refundable except when required by law. Refunds will be processed through Paddle and may take 5-10 business days to appear in your account.
Fees are exclusive of all taxes. The Client is responsible for all applicable sales, use, value-added or other taxes or duties payable in connection with the fees due under this Agreement, other than taxes based on the net income of BetterFeedback.ai.
Auto-renewal: By purchasing a subscription, the Client agrees that at the end of the subscription period, BetterFeedback.ai will automatically charge the same payment method for a renewal subscription at the same rate and for the same term unless the Client cancels before the start of the renewal.
Term and Termination
This Agreement will commence on the Effective Date and will continue until terminated in accordance with the terms of this Agreement.
The subscription term shall commence on the date the Product is provisioned ("Provisioning Date") and will continue according to the subscription plan set forth in the applicable Order unless terminated.
Either party may terminate this Agreement for cause upon written notice if the other party commits a material breach and does not cure such breach within thirty (30) days of receiving written notice of the breach from the non-breaching party.
Upon termination of this Agreement, the right to access and use the Service will immediately terminate.
All provisions of this Agreement which by their nature should survive termination will survive the termination of this Agreement, including but not limited to the sections on Intellectual Property, Warranty, Limitation of Liability, and Indemnification.
Governing Law and Dispute Resolution
This Agreement will be governed by and construed in accordance with the laws of Poland.
Any dispute arising out of or in connection with this Agreement will be resolved through amicable negotiations between the Parties.
If the Parties are unable to resolve the dispute through negotiations, the dispute will be submitted to the competent court in Warsaw, Poland.
Miscellaneous
Amendments: This Agreement may only be amended in writing signed by both parties, or by BetterFeedback.ai posting an updated version to the website with notice to the Client.
Entire Agreement: This Agreement, including all Orders and attachments (including the DPA), constitutes the entire agreement between the parties.
Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
Notices: All notices under this Agreement shall be in writing and deemed given when delivered personally, sent by confirmed email to support@betterfeedback.ai, or sent by certified or registered mail to the addresses provided by the parties.
Assignment: The Client may not assign this Agreement without BetterFeedback.ai's prior written consent. BetterFeedback.ai may assign this Agreement without the Client's consent.
Relationship of Parties: The parties are independent contractors. Nothing in this Agreement creates a partnership, franchise, joint venture, agency, fiduciary or employment relationship between the parties.
Annexes
Schedule No. 1: Information regarding the processing of personal data
Schedule No. 2: Framework personal data processing agreement (DPA)
Schedule No. 1 - Information Regarding the Processing of Personal Data
Information regarding the processing of personal data of persons entitled to Client's representation (member of the board, attorney, proxy) and its employees, coworkers, and persons appointed for the contact on behalf of the Client in connection with conclusion and performance of the Master Subscription Agreement.
1. Client's Obligations
1.1. The information clause presented below is intended for those Client's representatives that participate in the process of conclusion of the MSA and Orders, and constitutes the fulfillment of BetterFeedback.ai obligation under Article 13 of the GDPR towards these persons.
1.2. The information clause contained in the hereby Schedule No. 1 is also intended for employees, associates, and contact persons acting on Client's behalf, whose personal data has not been provided to BetterFeedback.ai directly by the indicated persons, but by the Client. The information clause is the fulfillment of the BetterFeedback.ai obligation under Art. 14 of the GDPR towards employees, associates, and contact persons in connection with the implementation of the MSA and individual Orders, subject to point 1.3.
1.3. The Client undertakes immediately after obtaining personal data, but no later than within the time limit indicated in Art. 14 sec. 3 GDPR, to provide the persons indicated in point 1.2 with this information clause.
1.4. The Client undertakes to document the fulfillment of the obligation referred to in point 1.3 and to prove the fact of its fulfillment at the request of BetterFeedback.ai.
1.5. The Client shall compensate BetterFeedback.ai for all damages, including administrative fines imposed, incurred as a result of breach of the obligations indicated in points 1.3 and 1.4 above, upon BetterFeedback.ai's first reasonable request.
2. Personal Data Controller
Awake Apps Rafał Muszyński, address: ul. Mieczysława Piotrowskiego 15/230, 08-110 Siedlce, Poland, hereinafter referred to as "BetterFeedback.ai"
3. Purposes and Grounds for Personal Data Processing
The purpose of the personal data processing is the conclusion and performance of the Agreement with the Client (Orders included).
| Data Subject Category | Purpose of Processing | Legal Basis (GDPR Article) |
|---|---|---|
| Client Representatives (signing the contract) | Conclusion and performance of the Agreement. | Art. 6(1)(b) (necessity for contract performance). |
| Employees, Associates, Contact Persons | Performance of the Agreement by its parties. | Art. 6(1)(f) (legitimate interest of the Client and BetterFeedback.ai). |
| All Representatives | Fulfillment of legal obligations (accounting, tax). | Art. 6(1)(c) (necessity for compliance with a legal obligation). |
| All Representatives | Implementation of marketing, considering complaints, establishing, defending, and pursuing claims. | Art. 6(1)(f) (legitimate interest of BetterFeedback.ai). |
4. Personal Data Categories
BetterFeedback.ai shall process your personal data such as your name, surname, e-mail address, telephone number, job title, and any other category of data provided by you or contained in a document authorizing you to act on behalf of the Client.
5. Duration of the Data Processing
BetterFeedback.ai shall process your personal data for the period necessary to achieve the purposes for which they were collected:
Contract Performance: For the period of the Agreement's validity.
Claims/Defense: Thereafter, for the period resulting from the implementation of legitimate interests, including to secure and assert any claims or defend against them, until the expiry of the limitation period for these claims.
Legal Obligations (e.g., Accounting): For a period of 5 years from the beginning of the year following the financial year in which operations, transactions, and proceedings were finally completed, paid off, settled, or expired, in accordance with applicable Polish law (e.g., Accounting Act).
6. Recipients of Data
Your personal data may be shared with recipients supporting BetterFeedback.ai activities, such as:
- Legal service providers.
- IT service providers.
- Accounting service providers.
- Postal and courier services.
- Authorized employees/associates and subcontractors.
7. Source of Data Acquiring
Authorized Representatives: Data has been provided to us directly by these persons acting in the name of the Client.
Other Contact Persons: Personal data has been made available to us by persons representing the Client.
8. Rights of the Data Subjects
You have the following rights:
- to access the personal data;
- to rectify them;
- to delete them (in cases and on the terms resulting from the GDPR);
- to restrict the processing (in cases and on the terms resulting from the GDPR);
- to data portability;
- to object;
- to withdraw consent at any time, without affecting the lawfulness of the processing of personal data, which was made on the ground of consent before the withdrawal (if the processing is based on consent);
- to submit a complaint to the authority competent for the protection of personal data (the President of the Personal Data Protection Office); contact details available at: https://uodo.gov.pl/
9. Information on the Obligation or Voluntary Provision of Personal Data
Providing data necessary for the conclusion and performance of the Agreement with the Client is voluntary, but necessary for this purpose. Providing data for marketing purposes is voluntary and takes place on the ground of consent.
10. Information on Data Processing Outside the EEA
BetterFeedback.ai may use service providers from outside the EEA area, which have not been recognized by the European Commission as ensuring an adequate level of personal data protection. The transfer of personal data in such case is carried out on the basis of Standard Contractual Clauses (SCCs) adopted by the European Commission, which are subject to appropriate safeguards. A copy of the standard contractual clauses may be obtained from the Controller.
Schedule No. 2 - Framework Personal Data Processing Agreement (DPA)
The hereby agreement is applicable to Orders for the implementation of which it is necessary to entrust the processing of personal data by the Client to BetterFeedback.ai.
Concluded by and between:
The "Controller" – the "Client", as described in the Master Subscription Agreement
and
The "Processor" – "BetterFeedback.ai", as described in the Master Subscription Agreement
hereinafter referred to as Parties.
The Parties conclude this Framework Personal Data Processing Agreement in connection with the MSA, the subject of which is the subscription for usage of the Service specified in a certain Order, for the performance of which it may be necessary to entrust the processing of personal data. The purpose of this DPA is to ensure that the Parties comply with Art. 28 sec. 3 and 4 of the GDPR and other provisions on the protection of personal data.
1. Definitions
The terms defined in the GDPR have the same meaning in this DPA.
The terms used in this DPA have the following meaning:
- Main Agreement: Master Subscription Agreement concluded between the Client and BetterFeedback.ai, for which the hereby agreement constitutes its integral part.
- Controller: Client as defined in the Main Agreement.
- Processor: BetterFeedback.ai as defined in the Main Agreement.
- Data Processing Agreement (DPA): Hereby framework personal data processing agreement.
- Personal Data: Personal data in the meaning of Art. 4 point 1 of the GDPR, which the Client entrusts BetterFeedback.ai for processing in connection with the execution of the Order, as indicated in its content.
- Order: Execution agreement to the Main Agreement, indicating specific Services provided by BetterFeedback.ai to the Client, for the realization of which the personal data processing is necessary.
- GDPR (Regulation): Regulation (EU) 2016/679.
- The capitalized terms used in this DPA, which are not defined in point 1.2, should be understood in accordance with the meaning given in the Main Agreement.
2. Scope of Application
The DPA is of a framework nature and applies to entrusting the processing of personal data in connection with the implementation by BetterFeedback.ai of the Order agreed by the Parties, if the performance of the Order requires entrusting the processing of personal data.
In the event of inconsistencies between the DPA and the provisions of other agreements, in particular the Main Agreement, the provisions of the DPA shall prevail. In the event of inconsistencies between the DPA and the Order, the provisions of the Order relating to entrusting processing shall prevail.
3. Object and Scope of Data Processing
3.1. The Client entrusts BetterFeedback.ai the processing of personal data in accordance with Art. 28 GDPR on the terms provided for in the DPA and the Order.
3.2. The Client declares that, in the meaning of the GDPR, he is the Controller of personal data and guarantees that they are processed in accordance with the law, in particular that they have been obtained in accordance with the provisions of the Regulation.
3.3. The subject and purpose of entrustment, duration of entrustment, list of operations, categories of persons, and the type of entrusted data, the Parties shall indicate in an Order, in the course of which the processing of personal data will be entrusted.
3.4. The processing entrusted to BetterFeedback.ai is continuous and fully or partially automated using the Client's IT systems or BetterFeedback.ai's systems.
3.5. BetterFeedback.ai may process personal data entrusted to it for the purpose of the performance of the Main Agreement and the Order and to the extent necessary for those purposes.
3.6. The Client declares that the data entrusted for processing will be limited to the minimum in accordance with the principle of minimizing the processing of personal data.
4. International Data Transfers
4.1. BetterFeedback.ai may cooperate with service providers from outside the EEA which have not been recognized by the European Commission as ensuring an adequate level of personal data protection. The transfer of personal data to the above-mentioned entities is carried out on the basis of Standard Contractual Clauses (SCCs) adopted by the European Commission.
4.2. If BetterFeedback.ai intends to use a sub-processor that involves the transfer of personal data outside the EEA, the Client agrees that these entities may ensure compliance with Chapter V of the Regulation by means of SCCs adopted by the Commission pursuant to Art. 46 sec. 2 of the Regulation.
5. Instructions
5.1. The Client remains the sole Controller of personal data. The Client is responsible for ensuring the legality of the processing.
5.2. BetterFeedback.ai processes personal data only on the basis of the documented instructions of the Client, unless such obligation is imposed by EU or Member State law.
5.3. BetterFeedback.ai shall immediately notify the Client if, in BetterFeedback.ai's opinion, an instruction issued by the Client violates the Regulation or applicable law, and requests the Client to withdraw, amend, or confirm and clarify the disputed instruction.
5.4. Any instruction that goes beyond the agreed scope, if its implementation results in additional costs for BetterFeedback.ai, can be performed only after the Client accepts the costs presented by BetterFeedback.ai.
5.5. The persons authorized to issue and receive instructions are the contact persons for the performance of the Order.
6. Security of the Processing
6.1. BetterFeedback.ai undertakes to process the personal data in accordance with the DPA, the Regulation, and other applicable provisions of law. BetterFeedback.ai applies appropriate technical and organizational security measures ensuring an appropriate level of security, i.e. corresponding to the risk in accordance with Art. 32 of the Regulation.
6.2. BetterFeedback.ai grants its staff members access to the personal data being processed only to the extent strictly necessary for the performance of the Main Agreement and ensures they are committed to confidentiality.
6.3. The processing of Special Category Data (sensitive data) does not take place under this DPA. Should the Parties jointly decide to entrust such processing, specific restrictions or additional safeguards must be indicated in the Order.
6.4. All information obtained in connection with the performance of the Main Agreement, including data security methods, should be kept secret.
7. The Right to Control (Audit)
7.1. BetterFeedback.ai provides Client with all information necessary to demonstrate compliance with the obligations set out in the DPA and contained in the Regulation, and provides answers to Client's inquiries within no more than 7 working days.
7.2. The Client has the right to control the compliance of the processing of personal data by BetterFeedback.ai with the provisions of the DPA and the Regulation ("Audit"). The audit may also take place through an independent auditor authorized by the Client.
7.3. The Client undertakes that no entity that conducts activities directly or indirectly competitive to those carried out by BetterFeedback.ai shall be appointed as an authorized auditor.
7.4. The Audit is subject to the following conditions:
- It may only relate to personal data entrusted to BetterFeedback.ai on the basis of the DPA.
- It will be carried out efficiently and as quickly as possible, no longer than 2 working days.
- It shall take place no more than once a year, unless required by law or following a material breach.
- It must be performed during normal working hours and not interfere with BetterFeedback.ai's business activities.
- The Client shall notify BetterFeedback.ai of its intention to conduct the Audit at least 10 working days prior to the scheduled date.
- The Audit must not aim at or lead to the disclosure of BetterFeedback.ai's trade secrets.
7.5. The Client is required to create an Audit report summarizing the findings, which will constitute BetterFeedback.ai confidential information.
7.6. If BetterFeedback.ai has GDPR certification (Art. 42) or a code of conduct (Art. 40), the Client's control rights can be exercised by reference to the results of monitoring the certification rules.
8. Using the Services of Sub-Processors
8.1. If BetterFeedback.ai uses a sub-processor, it does so through an agreement that imposes on the sub-processor essentially the same data protection obligations as the obligations imposed on BetterFeedback.ai pursuant to the DPA.
8.2. BetterFeedback.ai remains fully liable to the Client for the performance of the obligations of the sub-processor.
8.3. BetterFeedback.ai will provide the Client with a copy of the contract it has concluded with the sub-processor upon request of the Client, potentially concealing confidential information.
9. Assistance for the Controller
BetterFeedback.ai shall immediately notify the Client of:
- Any request to disclose personal data to the competent public authority.
- Any request received from the data subject, while refraining from responding to the request, unless the Client has agreed otherwise.
BetterFeedback.ai assists the Client in fulfilling its obligations, including responding to data subject requests and ensuring that the following obligations are met:
- Carrying out Data Protection Impact Assessments (DPIA) (Art. 35).
- Consulting the competent supervisory authority (Art. 36).
- Fulfilling security obligations (Art. 32).
10. Violations of Personal Data Protection
10.1. In the event of a breach of personal data protection, BetterFeedback.ai cooperates with the Client and helps him to fulfill his obligations under Art. 33 and 34 of the Regulation.
10.2. BetterFeedback.ai informs the Client of a suspected breach or breach of personal data protection immediately after it is discovered.
10.3. BetterFeedback.ai is obliged to immediately take the necessary and appropriate measures to remedy the breach and minimize its possible negative consequences.
10.4. In the event of a breach, BetterFeedback.ai supports the Client with reporting the breach to the competent supervisory authority (Art. 33) and notifying the data subject (Art. 34), providing necessary information, including:
- a description of the nature of the breach;
- the details of the contact point;
- an indication of the likely consequences and the measures introduced to remedy the breach.
11. Liability
11.1. BetterFeedback.ai's liability rules provided for in Section 8 (Limitation of Liability) of the Main Agreement also apply to BetterFeedback.ai's liability for data processing.
11.2. BetterFeedback.ai shall not be liable for damages sustained by the Client resulting from an act or omission of BetterFeedback.ai upon Client's instruction, as long as BetterFeedback.ai cannot be attributed to intentional fault.
11.3. In the event of no willful misconduct, the Client is obliged to unconditionally indemnify BetterFeedback.ai against all claims made by entities whose personal data is processed by BetterFeedback.ai on the basis of the DPA.
12. Duration and Termination of the DPA
12.1. The DPA is concluded for the duration of the Main Agreement.
12.2. In the event that an Order is terminated, BetterFeedback.ai will, as stated by the Client, delete the personal data (by deleting all existing copies) or return them to the Client, unless BetterFeedback.ai has the right to further process the personal data on an independent legal basis.
12.3. If BetterFeedback.ai does not receive the Client's declaration on deletion or return within 30 days from the date of expiry of the Order, it is considered that the Client requests the deletion of the personal data.
13. Final Provisions
13.1. The DPA is governed by Polish law.
13.2. BetterFeedback.ai's remuneration for activities performed under the DPA is included in the remuneration for the provision of the Service to the Client.
13.3. Disputes arising from the DPA will be settled by the competent court as agreed by the parties in the Main Agreement (i.e., Warsaw, Poland).
Service Misconduct Reporting - User Notice
At BetterFeedback.ai, we are committed to maintaining a safe, legal, and professional environment for all users and respondents. We rely on our community to help us identify misuse of our platform that may violate our Master Subscription Agreement (MSA).
Here is how you can report concerns regarding a client's use of the BetterFeedback.ai Service or content collected through our tools:
How to Report Misconduct or Abuse
- Compose an Email: Open your preferred email client.
- Recipient: Address the email to our dedicated compliance team: compliance@betterfeedback.ai
- Subject Line: Use the subject: "Report of Service Misconduct/Abuse"
- Provide Details: In the body of the email, please include:
- The full URL link to the survey or collection mechanism (if applicable).
- The name or identifying information of the client/account owner (if known).
- A detailed description of the issue (e.g., spam, phishing, harassment, illegal content solicitation, or a breach of our MSA).
- Submit: Send the email to submit your report.
What Happens Next
- Our compliance team will review your report promptly against our Master Subscription Agreement (MSA).
- We may contact you if we require additional information to investigate the report.
- If the reported use is found to violate our guidelines, action will be taken against the client account, which may include throttling, suspension, or termination of service.
- Due to privacy and legal concerns regarding our clients, we may not be able to inform you of the specific remedial action taken, but we appreciate your help in making our platform safe.
Important Notes
- Please use this system only to report genuine concerns about platform abuse or breaches of our MSA.
- Abusing the reporting system may result in restrictions on your own account.
- For general questions about your subscription or immediate technical assistance, please contact our support team directly at support@betterfeedback.ai.
Thank you for helping us maintain a positive and professional platform. For more information on client responsibilities, please review our full Master Subscription Agreement above.
Usage Guidelines (Acceptable Use Policy) for BetterFeedback.ai
Last Updated: December 9, 2025
To ensure our offerings function optimally and provide a safe environment for all users and respondents, we require your cooperation in using them responsibly. This document outlines what we consider improper use of our offerings. We retain the right to act against behavior that contradicts the spirit of these guidelines, even if not explicitly stated herein.
The term "offerings" encompasses all BetterFeedback.ai-owned or operated products, websites, subdomains, pages, and cloud services (the "Service").
Prohibited Actions:
1. System and Platform Integrity Violations
- Compromising the Service's security or operation.
- Unauthorized access attempts or security circumvention (e.g., trying to access other Client data).
- Altering or impairing the Service's functionality.
- Decoding transmissions to or from our servers.
- Overloading our infrastructure with excessive non-compliant requests or resource consumption, particularly those that violate the Fair Use Policy in the Master Subscription Agreement.
- Attempting to damage or falsify BetterFeedback.ai's rating.
2. Unlawful and Harmful Activities
- Misrepresenting identity or content origin (e.g., forging headers).
- Violating others' privacy or collecting personal information without appropriate legal consent and notice.
- Harassment, threats, or intimidation directed at our team or any third parties (including survey respondents).
- Using the Service for illegal purposes or in violation of any applicable local, state, national, or international laws.
- Unauthorized access methods (e.g., automated scraping of Service data or other Client data).
- Misuse of BetterFeedback.ai's or its suppliers' trademarks or intellectual property.
- Using the Service for critical alert systems related to health or safety (The Service is not intended for life-critical applications).
- Promoting discriminatory practices.
3. Inappropriate Communications and Solicitation
- Generating spam, chain letters, or unsolicited bulk communications (e.g., using survey links for spam campaigns).
- Unauthorized commercial solicitation of our users or the general public using the Service.
- Disparaging BetterFeedback.ai or its affiliates.
- Promoting third-party products or services without permission.
4. Unacceptable Content
"Content" refers to any information or material you create, upload, or provide through our offerings, including data collected via surveys, chat, or voice recording (DATA).
- Violating intellectual property rights (e.g., uploading copyrighted material without permission).
- Sharing false, misleading, or harmful content.
- Posting obscene, defamatory, or hateful material.
- Encouraging violence or illegal activities.
- Discriminatory content based on race, gender, religion, national origin, sexual orientation, or disability.
- Malicious code or exploits (e.g., uploading files containing viruses via the Service).
- Attempting to repost content that has been previously removed by BetterFeedback.ai.
Enforcement
BetterFeedback.ai reserves the right to interpret these guidelines and take appropriate action, including removing Content or terminating accounts, without prior notice if violations occur.
Users agree to cooperate fully in investigating and remedying violations. All actions taken will be consistent with the termination provisions outlined in the Master Subscription Agreement.