Terms of Service
These terms are the agreement between you and VoC — written to be read, not just signed.
Last updated: [DATE — set on publish]. These Terms of Service ("Terms") govern your access to and use of VoC — the self-serve tool that turns your customer-feedback exports into a branded, interactive Voice-of-the-Customer dashboard and a board-ready deck. VoC is operated by [LEGAL ENTITY NAME], [company form, e.g. GmbH / SAS / B.V.], registered at [REGISTERED ADDRESS], company no. [REG. NO.], VAT [VAT ID] ("VoC", "we", "us", "our"). [Real legal entity, address and registration details to be confirmed by the founder before publishing.]
If you are agreeing to these Terms for a company or other organisation, you confirm you have the authority to bind that organisation, and "you" means that organisation.
We've kept this readable. Where something has a precise legal meaning, we say so plainly. If anything here is unclear, write to support@voc.app before you sign up — we'd rather you understand it than skim it.
1. Acceptance of these terms
By creating an account, starting a free trial, or otherwise using VoC, you agree to these Terms and to our Privacy Policy and Data Protection & GDPR page, which are part of this agreement. If you don't agree, please don't use the service.
We may update these Terms from time to time — see Section 9 for how we handle changes and how you'll hear about them.
2. The service
VoC lets you drop in customer-feedback exports — Trustpilot, Bazaarvoice, NPS surveys, Google reviews, App Store / Play Store and similar — and builds a white-label, interactive Voice-of-the-Customer dashboard in minutes. It surfaces the so-whats and exports a presentation-ready deck. The promise, in one line: two analyst-days of work, finished while you watch.
One thing worth saying up front, because it shapes everything else: your customers' feedback comments are parsed entirely in your browser. The raw comment text is never uploaded to or stored on our servers. What lives on our side is your account data (your email, a hashed password, your brand-kit settings) and billing metadata. There's more detail in our Privacy Policy and Data Protection & GDPR page.
VoC is provided as software-as-a-service. We host it on Cloudflare's edge platform and handle payments through Stripe; these are our sub-processors and are listed in full on the Data Protection & GDPR page. We may improve, add to, or refine the service over time — see Section 9.
3. Accounts & security
To use VoC you create an account with a valid email address and a password. A few responsibilities come with that:
- Give us accurate account details and keep them current.
- Keep your password and any session to your account confidential. You're responsible for activity that happens under your account.
- Tell us promptly at support@voc.app if you suspect any unauthorised access or use.
- You must be at least 18 and able to enter into a binding contract. VoC is a business tool and is not directed at consumers or children.
On our side: we store only a PBKDF2-hashed version of your password — never the password itself — and we keep your session in an httpOnly, SameSite cookie, storing only a hash of the session token. We can't read your password, and we'll never ask you for it.
4. Acceptable use
VoC is built for analysing feedback you're entitled to analyse. When you use it, you agree not to:
- Upload or process data you don't have the right to use, or that infringes anyone's rights or breaks any law (including data-protection law).
- Upload special-category personal data (e.g. health, religion, political views) where you have no lawful basis to do so. VoC is designed for ordinary customer-feedback text, not sensitive records.
- Use the service to harass, deceive, or build profiles that make decisions about individuals with legal or similarly significant effects.
- Reverse-engineer, decompile, scrape, or copy the service except where that restriction is prohibited by law; or resell, sub-licence, or white-label VoC to third parties without our written agreement.
- Probe, attack, or interfere with the service or its infrastructure, circumvent usage limits, or introduce malicious code.
- Use the service in a way that breaks our sub-processors' terms (Cloudflare, Stripe) or any applicable export-control or sanctions rules.
Because feedback comments are parsed in your browser and never reach us, you are the one in control of that data — which means the lawful basis for processing it is yours. If your use seriously or repeatedly breaches this section, we may suspend or end your access (see Section 12).
5. Free trial & subscriptions
5.1 The free trial
New accounts get a 14-day free trial with full access. No credit card required to start — we won't ask for payment details until you decide to subscribe. When the trial ends, your access pauses until you choose a plan; your brand-kit settings stay on your account in the meantime.
5.2 Subscriptions & billing
VoC is sold as a per-seat subscription. Prices, currency and the seats included are shown on our pricing page and at checkout. Billing is handled by Stripe; by subscribing you also accept Stripe's terms for the payment itself. We store billing metadata (plan, seat count, invoices, status) but never your full card number — Stripe holds that.
- Renewal. Subscriptions renew automatically at the end of each billing period (monthly or annual, as chosen) at the then-current price for your plan, until you cancel.
- Price changes. If we change subscription pricing, we'll give you reasonable notice (at least 30 days) by email before it applies to your next renewal. Continuing past the change date means you accept the new price; if you'd rather not, you can cancel before it takes effect.
- Taxes. Prices are exclusive of VAT and any applicable taxes unless stated otherwise. Where we're required to charge VAT, it's added at checkout.
- Adding seats. If you add seats mid-cycle, we may charge a pro-rated amount for the rest of the period.
5.3 Cancellation & refunds
| Situation | What happens |
|---|---|
| You cancel | Cancel any time from your account dashboard. Your subscription stays active until the end of the period you've already paid for, then stops renewing. No further charges after that. |
| Refunds | Paid periods are generally non-refundable, and we don't refund part-used periods — but we're reasonable. If something on our side clearly went wrong, write to support@voc.app and we'll sort it out fairly. |
| Statutory rights | Nothing here removes any non-waivable rights you have under EU or local consumer or commercial law. [Confirm any business-customer withdrawal-right wording with legal for the chosen jurisdiction.] |
| Failed payment | If a renewal payment fails, we may retry and may suspend access until it's resolved. |
6. Your data & content
You keep all rights in your data. The feedback exports you process, the dashboards and decks you generate, and your brand assets remain yours. We don't claim ownership of any of it.
To run the service for you, you grant us a limited, non-exclusive, worldwide licence to host, process and display the account data and brand-kit settings you give us — for the sole purpose of providing, securing and supporting VoC. That's the whole scope of the licence. We don't use your data to advertise, and we don't sell it.
It bears repeating because it's central to how VoC works: your customers' raw feedback comments are parsed in your browser and are never sent to or stored on our servers. So the limited licence above covers your account and brand settings — not your customers' comment text, which never reaches us in the first place. How we handle the data that does reach us is set out in the Privacy Policy and the Data Protection & GDPR page, including the data-processing terms that apply where we act as your processor.
7. Intellectual property
VoC — the software, the dashboard engine, the design, the brand and everything we put into it — is owned by us or our licensors and protected by intellectual-property law. These Terms give you a personal, non-exclusive, non-transferable right to use the service for your own business while your subscription is active. Nothing here transfers any of our IP to you.
If you send us feedback or suggestions about VoC, thank you — we may use them freely to improve the product, with no obligation to you and without affecting your ownership of your own data.
8. Availability & changes to the service
We aim to keep VoC available and fast, and you can check current and past availability on our status page. That said, we don't guarantee uninterrupted service: maintenance happens, and our hosting partner Cloudflare or our payment partner Stripe can have incidents outside our control. We'll give reasonable notice of planned maintenance where we can.
We may add, change, or remove features as the product evolves. If a change materially reduces a core feature you rely on, we'll make reasonable efforts to let you know in advance. We may also update these Terms; when we do, we'll post the new version here with a fresh "last updated" date and, for material changes, notify you by email. Continuing to use VoC after a change takes effect means you accept the updated Terms.
9. Warranties & disclaimers
We genuinely want VoC to be useful and accurate. But to be straight with you: the service is provided "as is" and "as available", and to the fullest extent permitted by law we make no warranties beyond those we can't exclude. In particular, we don't warrant that the service will be uninterrupted or error-free, or that every insight, summary or chart it generates will be free of mistakes.
VoC is an analysis tool, not professional advice. The dashboards and decks it produces are there to inform your judgement — decisions you make from them are yours. Where mandatory EU or local law gives you warranties or rights that can't be excluded, nothing in this section limits them.
10. Limitation of liability
Nothing in these Terms limits liability that can't be limited by law — for example, liability for death or personal injury caused by negligence, for fraud, or for anything else that mandatory law won't let us cap.
Subject to that, to the fullest extent permitted by law:
- We are not liable for indirect, incidental, special or consequential loss, or for loss of profit, revenue, goodwill, anticipated savings, or for loss or corruption of data that wasn't caused by us breaking these Terms.
- Our total liability to you for all claims arising out of or relating to the service or these Terms, in any 12-month period, is limited to the amount you paid us for VoC in the 12 months before the event giving rise to the claim.
This allocation of risk is a fundamental part of the deal between us and is reflected in our pricing.
11. Indemnity
You agree to indemnify and hold us harmless from third-party claims, losses and reasonable costs (including legal fees) arising from your use of VoC in breach of these Terms or applicable law — in particular, from processing data you weren't entitled to process, or from infringing someone else's rights. We'll let you know promptly of any such claim and give you reasonable cooperation in handling it.
12. Termination
You can stop using VoC and cancel at any time from your account dashboard (see Section 5.3). We may suspend or terminate your access if you materially breach these Terms (including the acceptable-use rules), if required by law, or if continuing would expose us or others to real risk — giving you notice and a chance to fix things where it's reasonable to do so.
When your account ends, your right to use the service stops. We'll handle any account data we hold in line with our Privacy Policy — and remember that your customers' feedback comments were only ever in your browser, never on our servers, so there's no comment data on our side to delete. Sections that by their nature should survive — including IP, disclaimers, limitation of liability, indemnity and governing law — continue after termination.
13. Governing law & disputes
These Terms are governed by the laws of [EU MEMBER STATE — e.g. Germany / France / the Netherlands], without regard to its conflict-of-laws rules, and the courts of [CITY / COURT — place of our registered seat] have jurisdiction over any dispute. [Governing-law country and competent court to be set to match the real legal entity in the intro; confirm with legal.] Mandatory consumer-protection rules of your country of residence, where they apply, are not affected.
Before going to court, let's try to sort things out directly — most issues are quicker to fix with an email to support@voc.app than with lawyers.
14. General
- Entire agreement. These Terms, with the Privacy Policy and Data Protection & GDPR page, are the whole agreement between us about VoC.
- Severability. If any part is found unenforceable, the rest stays in force and the unenforceable part is read down to what the law allows.
- No waiver. If we don't enforce a right straight away, we haven't given it up.
- Assignment. You may not transfer your rights under these Terms without our consent; we may assign them as part of a reorganisation or sale of the business, on the same terms.
- Notices. We'll reach you at your account email; reach us at the addresses below.
15. Contact
Questions about these Terms, your subscription, or anything else — we read every message.
- General & support: support@voc.app
- Sales & billing: sales@voc.app
- Privacy & data protection: privacy@voc.app
- Or use our contact page.
[LEGAL ENTITY NAME] · [REGISTERED ADDRESS] · company no. [REG. NO.] · VAT [VAT ID] — real entity details to be confirmed before publishing.