Terms of Service

01The Service

ClientTell is a customer-intelligence service that collects, imports and analyses customer feedback — including surveys, reviews, tickets and other text you provide — to surface sentiment, themes, health scores, churn signals and recommended actions. We are always improving it, and we may add, change or remove features over time; we will make reasonable efforts to notify you of material changes.

02Accounts and eligibility

To use the Service you need an account with a valid work email. You must be at least 16 years old and legally able to enter into this contract. You are responsible for everything done under your account, so keep credentials secure and notify us immediately at [email protected] if you suspect unauthorised use. You may not share access to a paid account beyond the number of seats you have purchased.

03Free plan, trials and subscriptions

The Service is offered on a free plan and paid subscription plans, with a 14-day free trial of paid plans. Fees, plan limits and billing intervals are shown on our pricing page and may change with notice; changes do not affect your current billing period. Paid plans renew automatically until cancelled. You can cancel at any time from your workspace, and the plan runs until the end of the period you have paid for; we do not prorate partial periods. All fees are in US dollars and exclusive of taxes, which you are responsible for unless we are required to collect them.

• Trials: when a trial ends without upgrade, you move to the free plan or the account is paused, depending on the plan — we will tell you before any paid period starts.
• Cancellation: cancel from Settings, or email [email protected]. Cancellation stops future charges; it does not refund the current period.
• Non-payment: if payment fails, we will retry and notify you. Accounts more than 14 days past due may be suspended until payment is received.

04Your data and our promise about it

You own all content, feedback data and analysis inputs you upload to the Service ("Your Data"). You grant us a limited licence to process Your Data solely to operate, maintain and improve the Service for you — never to train foundation models, never to build products for your competitors, and never to sell. You represent that you have the right to provide Your Data to us and to have it analysed, including any consent required from the individuals whose feedback it contains. Our privacy policy and Data Processing Agreement explain the safeguards in more detail and are incorporated into these Terms.

05Acceptable use

You agree not to misuse the Service: you will not attempt to breach or bypass its security, access controls or rate limits; you will not reverse-engineer it; you will not upload malicious code, unlawful content, or personal data you have no right to process; you will not use it to harass or discriminate; and you will not resell the Service except under a written reseller or agency agreement with us. We may suspend access that violates this section, and we will tell you why.

06Free tools and the feedback analyzer

We publish free calculators and a feedback analyzer demo that run entirely in your browser: they are provided for general information and do not upload, store or transmit the data you enter. Results are mathematical estimates for illustration — for example, sample sizes and health scores depend on the assumptions you enter and your own business context. They are not professional advice, and you should validate any consequential decision against your own data.

07Intellectual property

The Service, including its software, design, branding, reports formats and the ClientTell Score methodology, is owned by us or our licensors and protected by intellectual-property laws. We grant you a limited, non-exclusive, non-transferable right to use the Service for your internal business purposes during your subscription. You may not copy, scrape or build competing products from the Service. Feedback you give us about the Service is yours, and we may use it freely to improve the product.

08Third-party services and integrations

The Service may integrate with third-party tools you connect (for example CRMs, help desks and review platforms). Those tools are governed by their own terms and privacy policies, and we are not responsible for them. You are responsible for authorising and configuring integrations, and you should ensure the connected provider’s terms permit the data flow you enable.

09Availability and support

We aim for high availability but do not guarantee the Service will be uninterrupted or error-free. Planned maintenance is scheduled where possible. Support is provided via email and our help resources; free-plan support is best-effort, and paid plans receive the response commitments shown on our pricing page.

10Disclaimers

To the maximum extent permitted by law, the Service is provided "as is" and "as available", without warranties of any kind, whether express or implied — including implied warranties of merchantability, fitness for a particular purpose and non-infringement. AI analysis is probabilistic: we work continuously to make it accurate, but we do not warrant that every sentiment label, theme or score will be correct, and we are not liable for decisions you make based on analysis output. You remain responsible for your business decisions.

11Limitation of liability

To the maximum extent permitted by law, our aggregate liability arising out of or relating to these Terms or the Service — whether in contract, tort or otherwise — will not exceed the total fees you paid us in the twelve months preceding the claim. In no event will we be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, even if advised of the possibility. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

12Indemnification

You will defend, indemnify and hold us harmless from claims, damages and reasonable costs arising from your use of the Service, your Your Data, or your breach of these Terms — except to the extent the claim arises from our breach of these Terms or our negligence.

13Termination

You may stop using the Service and delete your account at any time. We may terminate or suspend your access for breach of these Terms, with notice where practical. On termination, your right to use the Service ends; you can export Your Data during the period you have paid for, and we will delete Your Data in line with our privacy policy (within 30 days of account deletion). Sections that by their nature should survive — including intellectual property, disclaimers, limitation of liability and indemnification — survive termination.

14Changes to these Terms

We may update these Terms from time to time. Material changes will be announced by email to account holders at least 14 days before they take effect; non-material changes take effect on posting with an updated "Last updated" date. If you do not agree to a material change, you may cancel before it takes effect. Continued use after a change takes effect constitutes acceptance.

15Governing law and disputes

These Terms are governed by the laws of the jurisdiction in which ClientTell.com is based, without regard to conflict-of-law rules. We encourage you to contact us at [email protected] first — most disagreements are misunderstandings that one conversation resolves. Any disputes not resolved informally will be resolved in the courts of that jurisdiction, and you consent to their jurisdiction. Nothing in this section limits rights that cannot be waived under applicable consumer law.

16Contact

Questions about these Terms? Email [email protected] or use our contact page, and a human will reply within one business day.