Terms of Service

1. Acceptance

By creating an account or using Response Refinery (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree, do not use the Service.

The Service is operated by Blake Allen. Questions can be directed to support@responserefinery.com.

2. The Service

Response Refinery is a voice-of-customer analytics platform. It allows users to upload customer feedback (reviews, survey responses, interview transcripts) and receive AI-generated clustering, sentiment analysis, and thematic insights.

The Service is currently in beta. Features may change, be removed, or be interrupted without notice.

3. Accounts

• You must provide accurate information when registering.
• You are responsible for maintaining the security of your account credentials.
• You must be 18 years or older and authorized to act on behalf of any organization you represent.
• One account per person; do not share login credentials.

4. Your Content

You retain full ownership of any data, text, or files you upload to the Service ("Your Content"). By uploading content, you grant us a limited license to process and store it solely to provide the Service to you.

You represent and warrant that:

• You have the rights to upload Your Content and grant us the license above.
• Your Content does not violate any law or the rights of any third party, including privacy rights, intellectual property rights, or contractual obligations.
• If Your Content includes data about individuals, you have collected it lawfully and have appropriate permissions to process it.

We do not use Your Content to train machine learning models or share it with third parties except as necessary to operate the Service (see our Privacy Policy).

5. Acceptable Use

You agree not to:

• Use the Service for any illegal purpose or in violation of any applicable law.
• Upload content that infringes intellectual property rights or violates privacy laws.
• Attempt to gain unauthorized access to any part of the Service or its infrastructure.
• Use automated tools to scrape, crawl, or overload the Service.
• Resell, sublicense, or commercialize access to the Service without written permission.
• Upload malicious code or files.

6. Intellectual Property

The Service, including its software, design, and machine learning models, is owned by us and protected by applicable intellectual property law. These Terms do not grant you any ownership rights in the Service.

Insights, reports, and analysis outputs generated from Your Content may be used by you freely for your own business purposes.

7. Payment and Beta Access

The Service is currently provided free of charge during the beta period. We reserve the right to introduce paid plans in the future. If we do, we will provide reasonable advance notice and existing users will have the option to continue on a free tier or subscribe.

8. Termination

You may delete your account at any time by contacting support@responserefinery.com. Upon deletion, Your Content will be permanently removed within 30 days.

We reserve the right to suspend or terminate accounts that violate these Terms, at our sole discretion, with or without notice.

9. 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, OR NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE, UNINTERRUPTED, OR THAT ANY ANALYSIS OUTPUT IS ACCURATE OR COMPLETE.

AI-generated insights are probabilistic and should be reviewed by a human before acting on them. They do not constitute legal, financial, or professional advice.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING FROM YOUR USE OF OR INABILITY TO USE THE SERVICE. OUR TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING FROM THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF (A) THE AMOUNT YOU PAID US IN THE PRIOR 12 MONTHS OR (B) $100 USD.

11. Governing Law

These Terms are governed by the laws of the State of California, without regard to its conflict of law provisions. Any disputes shall be resolved in the courts of San Francisco County, California.

12. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or in-app notice at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

13. Contact

Questions about these Terms? support@responserefinery.com