Terms of Service

Effective Date: 2026-06-06

These Terms of Service ("TOS") constitute the core commercial agreement between you (the Customer) and InsightLoop regarding SaaS subscription ordering, payment obligations, Service Level Agreements (SLAs), and commercial confidentiality. This document supplements the User Agreement.

1. Billing and Payment Rules

1.1 Subscription Model: InsightLoop operates on a tiered subscription model. Your tier determines your monthly respondent quotas, API rate limits, and allowed team member seats.
1.2 Chargebacks and Account Freeze: All fees must be paid in full in advance. If you initiate an unwarranted credit card chargeback or bank stop-payment, it will be considered a material breach of contract. We reserve the right to immediately terminate your access and pursue legal action to recover the debt plus a late fee of 1.5% per month.
1.3 Fair Use Policy (FUP): For Scale/Enterprise plans labeled with "unlimited seats" or API access, usage must fall within "normal commercial research workloads." It is strictly prohibited to embed, white-label, or resell our APIs to external third parties. In the event of abnormal, extremely high-frequency concurrent calls, we reserve the right to apply throttling or sever connections upon notice.
1.4 No Refund Policy: Because generative AI interfaces consume real-time computational resources, once a subscription is activated, fees paid are non-refundable under any circumstances, including your unilateral early termination of the contract.

2. Service Level Agreement (SLA) and Remedies

2.1 Uptime Guarantee: We commit to maintaining an uptime of 99.9% for the core interview collection and report generation engines during any given billing month.
2.2 SLA Credits: For Scale/Enterprise customers, if monthly uptime falls below 99.9%, you may apply for Service Credits by submitting detailed incident logs. The maximum credit awarded will not exceed 30% of the prorated monthly subscription fee. Credits may only be applied to future invoices and are not redeemable for cash.
2.3 Exclusions: Downtime caused by the following is excluded from SLA calculations: (a) Local network failures of you or your respondents; (b) Scheduled maintenance; (c) Massive outages of underlying infrastructure (e.g., AWS, OpenAI); (d) Force majeure events (e.g., war, severe cyber-attacks, governmental actions).

3. Commercial Confidentiality and Data Isolation

3.1 Confidential Information: "Confidential Information" refers to any non-public information disclosed by one party to the other, marked as confidential or reasonably understood to be confidential (including your business plans, interview scripts, and our proprietary non-public API documentation and source code).
3.2 Duty of Confidentiality: The receiving party must protect the disclosing party's Confidential Information with the same degree of care it uses to protect its own. It may not be disclosed to unrelated third parties without prior written consent.
3.3 Data Isolation: For all paid enterprise customers, we utilize logical isolation architectures within our cloud databases to ensure your commercial research data never crosses over or leaks to other clients.

4. Indemnification

You agree to fully defend, indemnify, and hold harmless InsightLoop from and against any third-party claims, lawsuits, or regulatory fines arising out of your violation of applicable privacy laws (e.g., surveying EU citizens or CA residents without proper consent), infringement of third-party patents, or breach of the Fair Use Policy. You shall bear all associated legal fees, settlements, and penalties.

5. Severability and Governing Law

If any provision of these TOS is found by a competent court to be invalid or unenforceable, that provision shall be enforced to the maximum extent permissible, and the remaining provisions will remain in full force and effect.