Terms of Service

2.1 Eligibility

You must be at least 16 years old to use our Services. By using our Services, you represent and warrant that you meet the eligibility requirements and have the right, authority, and capacity to enter into these Terms. If you are using the Services on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms.

2.2 Account Registration

To access certain features of our Services, you must create an account. You may register using email and password, magic link authentication, or through supported OAuth providers including Google. When you register, you agree to provide accurate, current, and complete information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You agree to notify us immediately of any unauthorized use of your account or any other breach of security.

2.3 Account Termination

We reserve the right to suspend or terminate your account and access to our Services at our sole discretion, without notice, for conduct that we believe violates these Terms or is harmful to other users, us, or third parties, or for any other reason. You may also terminate your account at any time by following the instructions in your account settings.

3.1 Survey Platform

Revuloop LLC is an AI-powered survey platform that enables users to create, distribute, and analyze surveys. Our Services include:

• Survey Creation: A drag-and-drop survey builder supporting multiple question types including text, multiple choice, rating, NPS, scale, sentiment, and slider questions, with branching logic, skip logic, question grouping, and conditional display
• Smart Surveys (AI-Powered): Conversational AI surveys that adaptively generate follow-up questions based on respondent answers in real time, with sentiment analysis and engagement scoring
• AI Survey Generation and Enhancement: AI-assisted survey creation from topics or templates, and AI-powered enhancement of existing survey content, utilizing third-party AI services including OpenAI
• Analytics and Reporting: Static analytics (response counts, completion rates, per-question statistics, device and location data), AI-powered analytics (theme extraction, pattern detection, sentiment analysis, respondent segmentation), and smart survey analytics (conversation quality scoring, emotional journey tracking)
• Distribution Channels: Survey distribution via direct links, email invitations, QR codes, embeddable widgets (popup, slider, and iframe modes), and social media sharing
• Data Export: Export of survey response data in CSV, XLSX, PDF, and JSON formats, subject to subscription plan
• Contact Management: Contact lists with CSV import, email distribution campaigns, consent tracking, and subscription management
• Public API and Webhook Integrations: A RESTful API for programmatic access to surveys, responses, analytics, and webhooks, along with webhook subscriptions for real-time event notifications
• CX Closed-Loop Suite: Customer-experience workflow tools including case management (tickets created manually or automatically triggered by rules, such as a detractor or low-sentiment response opening a case), real-time alerts (anomaly and threshold detection with notifications), and B2B account-health rollups that aggregate responses by account into a composite health score
• Native Integrations: Connectors that synchronize survey and response data with third-party CRM, customer support, messaging, customer data, BI, and commerce platforms (including HubSpot, Salesforce, Zendesk, Intercom, Slack, Microsoft Teams, Segment, Google Sheets, Notion, Shopify, Mailchimp, Zapier, and Make)
• Respondent and Directory Management: Respondent profiles and bulk directory (HRIS) synchronization for survey targeting, including attributes such as department, team, location, job title, job level, manager, and external identifiers
• Bulk Migration and Audit Logging: Bulk import of historical responses from legacy survey platforms, and an audit log that records privileged organization and API actions for compliance purposes

3.2 Service Modifications

We reserve the right to modify, suspend, or discontinue any part of our Services at any time, with or without notice. We will not be liable to you or any third party for any modification, suspension, or discontinuation of our Services.

3.3 Beta Features

We may offer access to beta features that are still in development. Beta features are provided "as is" without warranty of any kind. We may change, suspend, or discontinue beta features at any time without notice.

4.1 Subscription Plans

We offer four subscription tiers: Free, Pro, Business, and Enterprise. Each plan provides different levels of access to features including response limits, AI credit allocations, export formats, API rate limits, branding customization, and team collaboration capabilities. The specific features and limitations of each plan are described on our pricing page. Certain features, including API access and embeddable survey widgets, require a paid subscription (Pro, Business, or Enterprise). We reserve the right to modify our pricing and subscription plans at any time.

4.2 Payment Terms

If you choose a paid subscription plan, you agree to pay all fees associated with your chosen plan. Payments are processed through Stripe, our third-party payment processor, and are subject to Stripe's terms of service. All payments are non-refundable except as expressly stated in these Terms or as required by applicable law. You authorize us to charge your designated payment method for all fees related to your subscription.

4.3 Subscription Renewal and Cancellation

Paid subscriptions automatically renew on a monthly basis until canceled. You may cancel your subscription at any time through your account settings. Upon cancellation, your subscription will remain active until the end of the current billing period, after which it will not renew. After cancellation, your account will revert to the Free plan with its associated limitations.

4.4 Credits System

Our platform uses a credit system for AI-powered features including survey generation, field enhancement, content validation, and AI analytics. Credits are allocated monthly with your subscription plan and can also be purchased separately as one-time credit packages. Credit types include subscription allocations, purchased credits, bonus credits, and refund credits. Unused credits are not refundable upon account termination or subscription cancellation. Credit costs vary by operation and are displayed before each AI action is performed.

5.1 User Content

"User Content" refers to any content that you upload, create, or distribute through our Services, including survey questions, descriptions, responses, and analysis. You retain ownership of your User Content, but you grant us a worldwide, non-exclusive, royalty-free license to use, copy, modify, distribute, and display your User Content for the purpose of operating and improving our Services.

5.2 Content Restrictions

You agree not to create, upload, or distribute User Content that:

• Is illegal, harmful, threatening, abusive, harassing, defamatory, or invasive of another's privacy
• Infringes upon or violates the intellectual property rights or other rights of any third party
• Contains software viruses or any other code designed to interrupt, destroy, or limit the functionality of our Services
• Is discriminatory based on race, gender, religion, nationality, disability, sexual orientation, or age
• Collects sensitive personal information without appropriate notice and consent
• Contains or promotes illegal activities, hate speech, or violence
• Is deceptive, misleading, or fraudulent

5.3 Prohibited Activities

You agree not to engage in any of the following prohibited activities:

• Using our Services for any illegal purpose or in violation of any laws
• Attempting to interfere with or disrupt our Services or servers
• Attempting to bypass any security measures of our Services
• Scraping or collecting data from our Services through automated means without authorization
• Sending spam or unsolicited communications through our platform
• Impersonating another person or misrepresenting your affiliation with any person or entity
• Using our Services to distribute malware or other harmful code
• Exceeding API rate limits or engaging in actions that impose an unreasonable load on our infrastructure
• Sharing, reselling, or sublicensing API keys or embed tokens to unauthorized third parties

5.4 Survey Ethics and Respondent Rights

When creating and distributing surveys, you agree to:

• Provide clear information to respondents about the purpose of your survey
• Obtain appropriate consent from respondents when collecting personal information
• Clearly disclose when AI-powered Smart Surveys are being used, so respondents understand their answers may be processed by AI to generate adaptive follow-up questions
• Respect respondents' right to decline participation or withdraw at any time
• Use the data collected only for the purposes disclosed to respondents
• Protect the confidentiality and privacy of respondent data
• Comply with all applicable data protection and privacy laws

6.1 AI Processing Services

Our Services utilize artificial intelligence technology provided by third-party services, including OpenAI, to power multiple features across the platform. When you use our AI features, data is processed by these third-party AI services as described below.

6.2 Data Shared for Survey Generation and Enhancement

When you use AI-powered survey generation or enhancement features, we share the following data with OpenAI:

• Survey topics, descriptions, and objectives you provide
• Industry or category selections
• Survey tone and style preferences
• Existing survey content for enhancement or optimization

6.3 Data Shared for Smart Surveys

When you use Smart Surveys (AI-powered conversational surveys), respondent answers are sent to OpenAI in real time to generate adaptive follow-up questions. This includes:

• Respondent answers submitted during the smart survey session
• Conversation context from previous questions and answers within the same session
• Survey configuration such as topic, objectives, and question parameters

Smart survey responses are processed to perform sentiment analysis, engagement scoring, and conversation quality assessment.

6.4 Data Shared for AI Analytics

When you trigger AI-powered analytics on a survey, aggregated response data is sent to OpenAI for analysis. This includes:

• Aggregated and anonymized survey response data, processed in batches
• Text responses for theme extraction, pattern detection, and sentiment analysis
• Quantitative response statistics for contextual analysis

AI analytics processing occurs in the background and results are stored on our servers. Individual respondent identities are not sent to OpenAI during analytics processing.

6.5 Data NOT Shared with AI Services

We do not share the following data with third-party AI processing services:

• User account credentials or authentication information
• Payment or billing information
• Respondent personally identifiable information (names, email addresses, IP addresses) during AI analytics processing
• Organization membership or role information

6.6 AI Content Acknowledgment

By using our AI features, you consent to this data processing. AI processing is governed by the third-party service providers' terms and privacy policies, including OpenAI's usage policies. For AI-generated content, you acknowledge that:

• AI-generated survey questions and analytics insights are suggestions and may contain inaccuracies
• You are responsible for reviewing and approving all survey content before publication
• We do not guarantee the accuracy, completeness, or suitability of AI-generated content or analysis
• You retain full ownership and responsibility for your final survey content
• AI analytics results, including themes, patterns, and recommendations, are algorithmically generated and should be validated against your own domain expertise

7.1 Survey Data Ownership

As a survey creator, you own the surveys you create and the response data collected through your surveys. However, we may aggregate and anonymize survey data to improve our Services and generate insights about survey trends.

7.2 Data Controller and Processor Roles

For surveys you create, you are the data controller for the personal information collected from respondents, and we are the data processor. As the data controller, you are responsible for complying with applicable privacy laws and regulations regarding the collection and processing of respondent data.

7.3 Data Storage and Security

Your data is stored in PostgreSQL databases hosted on Supabase and Cloudflare R2 object storage. We implement industry-standard security measures including encrypted connections, connection pooling, and access controls. File exports and uploaded assets are stored in Cloudflare R2 with S3-compatible access controls. We use webhook HMAC signature verification, API key scoping, and input validation to protect data integrity.

7.4 Data Retention and GDPR

We retain your personal data and survey data for as long as your account is active or as needed to provide the Services. If you terminate your account, we will delete or anonymize your personal data within 30 days, unless retention is required by applicable law or for legitimate business purposes such as fraud prevention or compliance with legal obligations.

For users located in the European Economic Area (EEA), United Kingdom, or Switzerland, we process personal data in accordance with the General Data Protection Regulation (GDPR) and applicable local data protection laws. You have the following rights regarding your personal data:

• Right of Access: You may request a copy of the personal data we hold about you
• Right to Rectification: You may request correction of inaccurate or incomplete personal data
• Right to Erasure: You may request deletion of your personal data, subject to legal retention requirements
• Right to Data Portability: You may request your data in a structured, commonly used, and machine-readable format
• Right to Restrict Processing: You may request that we limit the processing of your personal data under certain circumstances
• Right to Object: You may object to the processing of your personal data for direct marketing or where processing is based on legitimate interests
• Right to Withdraw AI Processing Consent: You may withdraw your consent for AI processing of your data at any time through your account settings, without affecting the lawfulness of processing carried out prior to withdrawal

To exercise any of these rights, please contact us at support@revuloop.com. We will respond to your request within 30 days.

Survey response data is retained for the duration of your subscription. Upon account deletion or survey deletion, associated response data is permanently removed within 30 days. Aggregated, anonymized analytics data that cannot be used to identify individuals may be retained indefinitely for service improvement purposes.

7.5 Disaster Recovery and Backups

We maintain daily automated backups of all database content through our infrastructure provider, Supabase. Backups are stored securely and are used solely for disaster recovery and service continuity purposes. In the event of a service disruption or data loss incident, we will use commercially reasonable efforts to restore your data from the most recent available backup. While we take extensive precautions to protect your data, we do not guarantee that data loss will never occur and recommend that you maintain your own copies of critical data through our export features.

7.6 Privacy Policy

Our collection and use of your information and respondent information is governed by our Privacy Policy, which is incorporated into these Terms by reference. By using our Services, you agree to our collection, use, and disclosure of information as described in our Privacy Policy.

8.1 Our Intellectual Property

Our Services, including all content, features, and functionality (including but not limited to text, graphics, logos, button icons, images, audio clips, data compilations, and software), are owned by us or our licensors and are protected by copyright, trademark, patent, trade secret, and other intellectual property laws.

8.2 Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to use our Services for their intended purposes subject to these Terms. You may not copy, modify, distribute, sell, or lease any part of our Services without our prior written consent.

8.3 Feedback

If you provide feedback, ideas, or suggestions regarding our Services ("Feedback"), you grant us a worldwide, perpetual, irrevocable, royalty-free license to use and incorporate such Feedback into our Services without any obligation to compensate you.

9.1 API Access

We provide a public RESTful API as part of our Services. API access requires a paid subscription (Pro, Business, or Enterprise plan) and is authenticated via API keys issued through your account dashboard. API keys are provided in live and test environments and are scoped to specific permissions. Your use of our API is subject to these Terms and any additional API documentation we provide.

9.2 API Rate Limits

API usage is subject to rate limits based on your subscription plan. Rate limits are enforced on a per-minute and per-day basis and vary by plan tier. You agree not to exceed these limits or attempt to circumvent them. We reserve the right to throttle or block API access that violates these limits or otherwise impacts our Services' performance.

9.3 Embed SDK

We provide an Embed SDK that allows you to embed surveys on your websites and applications using popup, slider, or iframe modes. Embed access requires a paid subscription and is authenticated via short-lived embed tokens. Embed tokens are scoped to specific domains configured in your account. You are responsible for ensuring that embedded surveys comply with the terms and privacy policies of the websites on which they are displayed.

9.4 Webhook Integrations

Our Services provide webhook subscriptions that deliver real-time event notifications to your specified endpoints. Webhook payloads are signed using HMAC signatures for verification. You are responsible for securing your webhook endpoints and processing deliveries in a timely manner. Failed webhook deliveries are retried automatically with exponential backoff.

9.5 Third-Party Integrations

Our Services integrate with third-party services including Stripe for payment processing, OpenAI for AI features, and Resend for email delivery. Our platform also supports integration with external services via webhooks and our public API. In addition, you may enable native integrations that transmit your survey and response data to third-party platforms you connect (such as CRM, customer support, messaging, customer data, BI, and commerce services). You direct and control these transfers: you choose which integrations to enable, configure any field mappings, and determine whether respondent personally identifiable information is included. You are the data controller for data shared through your integrations and are responsible for ensuring you have a lawful basis to share it. These integrations are subject to the terms and privacy policies of those third parties. We are not responsible for the practices of third-party services and encourage you to review their terms and privacy policies.

10.1 Organization Workspaces

Our Services support multi-tenant organization workspaces. Users may create or be invited to organizations with role-based access control (Owner, Admin, Member, Viewer, and Responder roles). Organization owners and administrators are responsible for managing membership, permissions, and ensuring that all members comply with these Terms. Billing, credit pools, and subscription plans are managed at the organization level.

10.2 Enterprise Single Sign-On (SSO)

Business plan subscribers may configure enterprise Single Sign-On using SAML 2.0 or OIDC protocols. Supported identity providers include Microsoft Entra ID, Okta, Google Workspace, OneLogin, and custom SAML/OIDC providers. SSO configuration, user provisioning, and access enforcement are managed by the organization administrator. We support just-in-time and pre-provisioned user provisioning. You are responsible for maintaining the security of your identity provider configuration.

10.3 Partner and White-Label Program

We offer a Partner Program that allows approved partners to provision and manage customer organizations through our Partner API. Partners may access white-label branding features including custom logos, colors, subdomains, and the option to remove Revuloop branding. Partner billing is governed by separate billing models (usage-based, tiered, flat-rate, or custom) as agreed upon during partner onboarding. Partners are responsible for their end customers' compliance with these Terms and for the accuracy of any branding or representations made under their white-label configuration.

14.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Texas, without regard to its conflict of law provisions. Any legal proceedings arising out of or related to these Terms that are not subject to arbitration shall be brought exclusively in the state or federal courts located in Austin, Texas, and you consent to the personal jurisdiction of such courts.

14.2 Arbitration

Any dispute arising from or relating to these Terms or our Services will be resolved by binding arbitration, rather than in court, except that you may assert claims in small claims court if your claims qualify. The Federal Arbitration Act governs the interpretation and enforcement of this provision.

The arbitration will be conducted by the American Arbitration Association (AAA) under its rules, which are available at www.adr.org. Payment of filing, administration, and arbitrator fees will be governed by the AAA's rules.

14.3 Class Action Waiver

YOU AND WE AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR OUR INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING.

15.1 Entire Agreement

These Terms, together with the Privacy Policy and any additional terms to which you agree when using particular elements of our Services, constitute the entire agreement between you and us regarding our Services and supersede all prior agreements and understandings.

15.2 Waiver

Our failure to enforce any right or provision of these Terms will not be considered a waiver of those rights. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions will remain in effect.

15.3 Assignment

You may not assign or transfer these Terms, by operation of law or otherwise, without our prior written consent. Any attempt to assign or transfer these Terms without such consent will be null. We may freely assign or transfer these Terms without restriction.

15.4 Force Majeure

We will not be liable for any delay or failure to perform resulting from causes outside our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, strikes, or shortages of transportation facilities, fuel, energy, labor, or materials.