FeedbackMonitor

Terms of Service

Last Updated: 5 December 2025

These Terms of Service ("Terms") govern your access to and use of FeedbackMonitor ("Service"), operated by Shah Corporation Limited ("Company", "we", "us", "our"), a company registered in England and Wales (Company No. 08117456, VAT No. GB 136 8216 11), with registered office at Irish Square, Upper Denbigh Road, St Asaph, Denbighshire, LL17 0RN.

By creating an account or using the Service, you agree to be bound by these Terms. If you do not agree, do not use the Service.

1. Service Description

FeedbackMonitor is a software-as-a-service platform that enables users to collect, manage, and analyse feedback through automated feedback loops, AI-powered analysis, and summary generation.

2. Account Registration

2.1. You must provide accurate, complete information when creating an account.

2.2. You are responsible for maintaining the confidentiality of your account credentials.

2.3. You are responsible for all activities that occur under your account.

2.4. You must be at least 18 years old to use the Service.

2.5. We reserve the right to refuse registration or terminate accounts at our sole discretion.

3. Acceptable Use

You agree NOT to:

  • Use the Service for any unlawful purpose or in violation of any applicable laws
  • Send unsolicited feedback requests (spam) or harvest email addresses
  • Collect feedback from individuals without appropriate consent or legal basis
  • Upload malicious code, viruses, or harmful content
  • Attempt to gain unauthorised access to the Service or its systems
  • Interfere with or disrupt the Service or servers
  • Reverse engineer, decompile, or attempt to extract source code
  • Use the Service to compete with or replicate our business
  • Resell, sublicense, or provide the Service to third parties without authorisation
  • Circumvent any access restrictions or usage limits

4. Your Content and Data

4.1. Ownership. You retain ownership of all content you submit ("Your Content"), including feedback questions, recipient lists, and any data you upload. AI-generated analyses, summaries, and other outputs produced by the Service from Your Content are licensed to you for your internal business purposes, including use outside the Service. The underlying AI models, algorithms, and methodologies used to generate such outputs remain the property of their respective owners (including us and our third-party service providers).

4.2. Licence Grant. You grant us a worldwide, non-exclusive, royalty-free licence to use, process, store, reproduce, transcribe, analyse, and display Your Content (including any voice recordings, audio files, and images) solely to provide and improve the Service. This includes the right to process Your Content using artificial intelligence and third-party services. We may retain Your Content as necessary to comply with legal obligations, resolve disputes, or enforce our agreements, even after account termination.

4.3. Feedback Data. You acknowledge that feedback responses are collected from third parties. You represent and warrant that:

  • You have a lawful basis to collect feedback from your recipients
  • You have provided appropriate privacy notices to recipients
  • You will handle all personal data in compliance with applicable data protection laws

4.4. Responsibility. You are solely responsible for Your Content and the feedback you collect. We are not liable for any claims arising from Your Content or your feedback collection practices.

5. Third-Party Services

5.1. The Service integrates with third-party providers for functionality including:

  • Artificial intelligence and machine learning services
  • Email delivery and communication services
  • Analytics and performance monitoring
  • Cloud infrastructure, storage, and hosting

5.2. We may change, add, or remove third-party providers at any time without notice.

5.3. Your use of the Service is subject to the terms and policies of these third-party providers.

5.4. We are not responsible for the availability, accuracy, or conduct of any third-party services.

6. AI-Generated Content

6.1. The Service uses artificial intelligence to analyse feedback and generate summaries.

6.2. AI-generated content is provided for informational purposes only and should not be relied upon as professional advice.

6.3. We do not guarantee the accuracy, completeness, or suitability of any AI-generated analysis or summaries.

6.4. You are responsible for reviewing and verifying any AI-generated content before acting upon it.

7. Fees and Payment

7.1. Certain features of the Service may require payment of fees.

7.2. All fees are quoted in GBP unless otherwise stated and are exclusive of VAT where applicable.

7.3. We reserve the right to change our fees at any time with 30 days' notice.

7.4. Fees are non-refundable except as required by law or expressly stated otherwise.

7.5 Free, Trial, and Pilot Access

7.5.1. We may offer free, trial, or pilot access to the Service at our sole discretion. Such access does not create any obligation on us to continue, maintain, or support the Service.

7.5.2. Free, trial, or pilot access:

  • May be modified, limited, suspended, or terminated at any time without notice or liability
  • Is provided without any service level, support, or availability commitments
  • May include features that are experimental, incomplete, or subject to change
  • May be subject to usage limits imposed at our discretion
  • Does not entitle you to any compensation, credits, or damages upon termination

7.5.3. We reserve the right to convert free or pilot accounts to paid accounts, or to terminate them, at any time and for any reason.

7.5.4. Upon termination of free or pilot access, your data will be deleted unless you request an export before termination or unless retention is required by law.

7.5.5. By participating in a free, trial, or pilot programme, you grant us permission to:

  • Reference your organisation as a customer, including displaying your name and logo on our website and marketing materials
  • Publish anonymised case studies based on your use of the Service (subject to your prior written approval)
  • Use anonymised and aggregated usage data for product development and improvement

7.5.6. All other Terms apply equally to free, trial, pilot, and paid access unless expressly stated otherwise.

8. Service Availability

8.1. We aim to provide reliable access to the Service but do not guarantee uninterrupted availability.

8.2. The Service is provided "as available" and we may suspend or discontinue any part of the Service at any time without notice.

8.3. We may perform scheduled maintenance which may temporarily affect Service availability.

9. Intellectual Property

9.1. The Service, including all software, designs, text, graphics, and other content (excluding Your Content), is owned by us or our licensors.

9.2. Nothing in these Terms grants you any rights to our intellectual property except the limited right to use the Service as permitted.

9.3. "FeedbackMonitor" and associated logos are trademarks of Shah Corporation Limited.

10. Disclaimer of Warranties

10.1. THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY.

10.2. WE EXPRESSLY DISCLAIM ALL WARRANTIES INCLUDING, WITHOUT LIMITATION:

  • MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE
  • NON-INFRINGEMENT
  • ACCURACY OR RELIABILITY OF RESULTS
  • UNINTERRUPTED OR ERROR-FREE OPERATION
  • SECURITY OR FREEDOM FROM VIRUSES

10.3. WE DO NOT WARRANT THAT THE SERVICE WILL MEET YOUR REQUIREMENTS OR EXPECTATIONS.

11. Limitation of Liability

11.1. TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE SHALL NOT BE LIABLE FOR ANY:

  • INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES
  • LOSS OF PROFITS, REVENUE, DATA, GOODWILL, OR BUSINESS OPPORTUNITY
  • COST OF SUBSTITUTE SERVICES
  • DAMAGES RESULTING FROM YOUR USE OF OR INABILITY TO USE THE SERVICE

11.2. OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF:

  • THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM, OR
  • ONE HUNDRED POUNDS STERLING (£100)

11.3. THESE LIMITATIONS APPLY REGARDLESS OF THE THEORY OF LIABILITY AND EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

11.4. Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law.

12. Indemnification

You agree to indemnify, defend, and hold harmless the Company, its officers, directors, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from:

  • Your use of the Service
  • Your Content or feedback collection activities
  • Your violation of these Terms
  • Your violation of any third-party rights
  • Any claim that Your Content infringes intellectual property or privacy rights

13. Termination

13.1. You may terminate your account at any time through the account settings.

13.2. We may suspend or terminate your access immediately, without notice, for any reason, including:

  • Breach of these Terms
  • Suspected fraudulent, abusive, or illegal activity
  • Extended periods of inactivity
  • At our sole discretion for any other reason

13.3. Upon termination:

  • Your right to use the Service ceases immediately
  • We may delete Your Content and data within 30 days, unless retention is required by law or for legitimate business purposes (e.g., resolving disputes, enforcing agreements)
  • Provisions that by their nature should survive will remain in effect

14. Modifications to Terms

14.1. We may modify these Terms at any time by posting updated Terms on the Service.

14.2. Material changes will be notified via email or prominent notice on the Service.

14.3. Continued use of the Service after changes constitutes acceptance of the modified Terms.

14.4. If you do not agree to modified Terms, you must stop using the Service.

15. General Provisions

15.1. Governing Law. These Terms are governed by the laws of England and Wales.

15.2. Jurisdiction. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15.3. Entire Agreement. These Terms, together with our Privacy Policy (including its provisions on cookies and tracking technologies), constitute the entire agreement between you and us.

15.4. Severability. If any provision is found unenforceable, the remaining provisions remain in effect.

15.5. Waiver. Our failure to enforce any right does not constitute a waiver of that right.

15.6. Assignment. You may not assign these Terms. We may assign our rights without restriction.

15.7. Force Majeure. We are not liable for any failure to perform due to causes beyond our reasonable control, including natural disasters, war, terrorism, riots, embargoes, acts of government, failures of third-party services or infrastructure, power outages, or internet disruptions.

16. Contact Us

For questions about these Terms, contact us at:

Shah Corporation Limited Irish Square, Upper Denbigh Road St Asaph, Denbighshire, LL17 0RN United Kingdom

Email: [email protected]