Terms of Service

Last updated: April 17, 2026 · Effective: April 17, 2026

1. Agreement

These Terms of Service ("Terms") govern your access to and use of the CustomerEQ customer-experience analytics platform and all related websites, applications, and APIs (collectively, the "Service") provided by CustomerEQ ("CustomerEQ", "we", "us", or "our"). By using the Service, you agree to these Terms. If you are using the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms, and "you" refers to both you individually and the organization.

2. Your account

To use the Service you must create an account. You agree to provide accurate information, keep your credentials confidential, and be responsible for all activity that occurs under your account. Notify us promptly at sid.mathur@gmail.com if you suspect unauthorized use.

You must be at least 18 years old and legally able to form a binding contract to use the Service.

3. Acceptable use

You agree not to:

  • Use the Service in violation of any applicable law, regulation, or contractual obligation.
  • Upload or process information for which you do not have a lawful basis.
  • Attempt to probe, scan, or test the vulnerability of the Service without our prior written consent.
  • Interfere with or disrupt the integrity, performance, or availability of the Service.
  • Reverse-engineer, decompile, or attempt to extract the source code of the Service, except where applicable law permits.
  • Use the Service to send spam, malware, or any other unwanted or harmful content.
  • Use the Service to infringe the intellectual property or privacy rights of any person.
  • Resell, sublicense, or white-label the Service without a written commercial agreement with us.

4. Content and ownership

4.1 Your content

You retain ownership of data and content you upload, create, or import into the Service ("Customer Content"), including content you collect from your own customers (surveys, reviews, loyalty events, support messages, etc.). You grant CustomerEQ a limited, worldwide, non-exclusive, royalty-free license to host, store, process, transmit, and display Customer Content solely for the purpose of operating and improving the Service for you, and to comply with legal obligations. You represent that you have all necessary rights and consents to provide Customer Content to us.

4.2 Third-party content

The Service can retrieve content from third-party platforms (such as Google Business Profile) at your direction. That content — including review text, ratings, reviewer display names, and timestamps — belongs to the platforms and/or the original authors. You agree to use such content only as permitted by the applicable third-party terms (including the Google APIs Terms of Service) and solely within the Service.

4.3 Our intellectual property

CustomerEQ, including its software, designs, logos, and documentation, is owned by us or our licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service in accordance with these Terms. All rights not expressly granted are reserved.

4.4 Feedback

If you provide us with feedback or suggestions about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use that feedback without obligation to you.

5. Fees and billing

Some features of the Service may be offered under paid plans. Fees, billing frequency, and the scope of any paid plan will be set out in an order form, online sign-up flow, or written agreement between you and us. Unless otherwise stated, fees are non-refundable and exclude applicable taxes. We may change prices for future billing periods upon reasonable notice.

6. Third-party services and integrations

The Service may interoperate with third-party services (such as Google Business Profile, email providers, CRM systems, or LLM providers). Your use of those third-party services is governed by their own terms, and we are not responsible for their availability, performance, or actions. You are responsible for obtaining any authorizations required to grant the Service access to your third-party accounts and for complying with the terms of each third-party service you connect.

7. Privacy and data protection

Our Privacy Policy describes how we collect, use, and protect information. By using the Service you acknowledge the Privacy Policy. Where CustomerEQ acts as a processor of personal data on your behalf, the terms of a separate Data Processing Addendum (DPA) may apply; we will make a DPA available on request.

8. Security

We implement the security measures described on our Security page. You are responsible for configuring the Service securely within the controls we provide (including strong credentials, least-privilege access, and careful handling of API keys and OAuth tokens).

9. Availability and modifications

We strive to keep the Service available and will provide reasonable notice of planned downtime where practical. We may add, change, or remove features at any time. We may suspend or terminate access in cases of misuse, security incidents, non-payment, or legal requirement.

10. Termination

You may stop using the Service at any time and close your account by contacting us. We may suspend or terminate your access if you materially breach these Terms or applicable law. On termination, your right to use the Service ends and we will handle your data as described in the Privacy Policy. Sections of these Terms that by their nature survive termination (ownership, disclaimers, limitation of liability, indemnification, governing law) will survive.

11. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING OUT OF COURSE OF DEALING OR USAGE OF TRADE. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, SECURE, ERROR-FREE, OR THAT ANY CONTENT OR ANALYSIS GENERATED BY THE SERVICE WILL BE ACCURATE OR RELIABLE.

OUTPUTS FROM AI/ML COMPONENTS OF THE SERVICE (INCLUDING SUMMARIES, CLASSIFICATIONS, SCORES, AND SUGGESTIONS) ARE PROBABILISTIC AND MAY CONTAIN ERRORS. YOU ARE RESPONSIBLE FOR REVIEWING AI-GENERATED OUTPUTS BEFORE RELYING ON THEM FOR ANY DECISION.

12. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, IN NO EVENT WILL CUSTOMEREQ, ITS AFFILIATES, OR ITS LICENSORS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUES, DATA, OR GOODWILL, ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE CLAIM OR (B) USD $100.

13. Indemnification

You agree to defend, indemnify, and hold harmless CustomerEQ and its officers, directors, employees, and agents from and against any claims, damages, liabilities, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your use of the Service in violation of these Terms or applicable law; (b) Customer Content or your processing of End user data; or (c) your violation of any third-party right, including third-party service terms.

14. Governing law and disputes

These Terms are governed by the laws of the State of Washington, USA, without regard to its conflict of laws principles. The federal and state courts located in King County, Washington will have exclusive jurisdiction over any dispute arising out of or related to these Terms, and you consent to the personal jurisdiction of those courts. Nothing in this section prevents either party from seeking injunctive or equitable relief in any court of competent jurisdiction.

15. Changes to these Terms

We may update these Terms from time to time. For material changes we will provide reasonable advance notice (for example, by email to account administrators or a banner in the Service). Your continued use of the Service after the effective date of the updated Terms constitutes acceptance.

16. Miscellaneous

  • Entire agreement. These Terms, together with the Privacy Policy and any order form or addendum we execute with you, constitute the entire agreement between the parties regarding the Service.
  • Severability. If any provision is held unenforceable, the rest remains in effect.
  • No waiver. A failure to enforce any provision is not a waiver of that provision.
  • Assignment. You may not assign these Terms without our prior written consent; we may assign these Terms in connection with a merger, acquisition, or sale of assets.
  • Notices. Notices to us should be sent to sid.mathur@gmail.com.

17. Contact

Questions about these Terms can be sent to sid.mathur@gmail.com.

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