General Terms

On this page, you will find our general terms. By using Feedbackly, you are agreeing to these terms.

“We here at Feedbackly take our data security seriously. This is why we put this page together so that you can have 100% clarity on how we handle your data. From this page, you can find everything you need to understand how your data is handled.”

– Feedbackly Team

General terms of use

Welcome to Feedbackly, awesome to have you here! These are our terms of use (“TERMS”). Feedbackly is a customer experience measurement software and analytics platform and its associated website is provided by Feedbackly Limited Company (hereafter “us” or “we”) at (together, “Feedbackly”).

These Terms apply to your use of Feedbackly and any sort of free trial of Feedbackly. By accessing and registering with Feedbackly, the person or organization entering into these Terms as a user of Feedbackly, together with all individual users accessing Feedbackly on that person’s behalf (together, “you”) accept and agree to be bound by these Terms. If you do not accept these Terms, you should contact Feedbackly staff without delay. By using Feedbackly and registering you accept these terms.

We have tried to draft these Terms of Service in a clear and simple manner. Unfortunately, the realities of the legal world make it a very difficult task. So, should you have any questions or concerns or would simply like to better understand how we do things at Feedbackly, please do not hesitate to contact us at

Feedbackly´s GDPR-compliant terms come to force on the 1st of April 2018. Here you can find the most important documents regarding the use of Feedbackly:


We have the right to change these terms and conditions

We can amend these Terms at any time. Amendments will be effective immediately when posted on Feedbackly and the customer is informed by Feedbackly. The customer is informed when the information is posted to the Feedbackly information feed. You are responsible for ensuring you are familiar with the latest Terms. By continuing to use Feedbackly, you agree to be bound by the Terms as amended (whether or not you have received any amendments). You can always find the current version of the Terms here

How should be the Feedbackly application used?

You agree to only use Feedbackly in a way that complies with all applicable laws and regulations, that does not infringe our rights or other users’ rights, and that does not inhibit or restrict other users’ enjoyment of Feedbackly.

Without limiting clause 3.1, in particular, you agree not to: (a) damage or harm Feedbackly, or any underlying or connected network or system; (a) use a harvesting bot, robot, spider, scraper, or other unauthorized automated means to access Feedbackly or content featured on it for any purpose; introduce any viruses, content or code that is technologically harmful; or do anything that could disable, overburden, or impair the proper working of Feedbackly, such as a denial of service attack; (b) use Feedbackly to do anything unlawful, misleading, malicious, discriminatory or illegal; (c) modify or remove any Feedbackly logos without the acceptance of Feedbackly, links or other branding when using our services; or (d) facilitate or encourage any violations of these Terms, or attempt to do any of the above. If this term is violated you will be held responsible for all accusations there might be occurring because of the misuse of the Feedbackly software.

To use Feedbackly, you may have to provide us with your customers’ email addresses and phone numbers and you may have to provide us with your customers’ names and any other relevant business identifiers such as account numbers (“Customer Information”). You can provide Customer Information to us directly or by connecting us with your customer email database(s) via an app or API. You agree that we may automatically send survey request emails relating to your business to the email addresses provided to us. You agree that Feedbackly is responsible for the technical security of this information in Feedbackly software but you alone are responsible for the use of this information and agree to use it according to existing laws.

We will only use the Customer Information that you have provided to us for the purpose of obtaining your customer experience measurement and other customer feedback about you or to provide any other service that you have requested or that we have together agreed. For the avoidance of doubt, we will not sell or trade your Customer Information provided to you to third parties. We have only rights to the information that is collected through our services. For the avoidance of doubt, our users understand that Feedbackly is allowed to use, summarize, analyze and exploit commercially all data its platform collects or analyzes in anonymized form. This includes all nonpersonal data. All personal data is strictly held secured. You are solely responsible for ensuring that your provision of Customer Information to us complies with all applicable privacy or data protection laws and agreements that you have entered into and that you are authorised to provide it to us.

This includes (but is not limited to) providing a necessary privacy policy together with the surveys you publish via the tools provided by Feedbackly. As a data owner and controller, You are responsible for receiving and exercising your customers’ right to be forgotten and the amendment of personal data stored in the system. An individual who seeks access, or who seeks to correct, amend, or delete inaccurate data should direct his query to Feedbackly’s client (the data controller) also called you. No controls in the Feedbackly dashboard to do removals or amendments are available, if you request Feedbackly to remove the data, we will respond to their request within a reasonable timeframe, provided that there are no technical options to do so in the system.

Feedbackly is 100% GDPR compliant with its processes regarding data security and privacy. You and your users agree to these privacy policies and data protection agreements. Our controller privacy policy and the processor privacy policy are here and our DPA can be found at the upper part of this page. Please read it carefully as by using the software you will agree to the terms of our DPA based on the general terms of the software.

You agree that we may use cookies to collect information for future marketing purposes. Cookies are small pieces of information that are stored in a browser-related file on your computer’s hard drive when you use Feedbackly. You are responsible for all activity resulting from your use of Feedbackly. You indemnify us and will keep us indemnified, against all forms of liability, action, proceeding, demand, cost, change, and expense that we may incur or be subject to or suffer as a result of your use of Feedbackly. More accurate information about cookie policies is in our Privacy policies.

Without limiting any other rights and remedies available to us, if we believe you have breached or are in breach of these Terms, we may: (a) limit your activities on Feedbackly; (b) issue a warning to you; (c) suspend or cancel your access to Feedbackly; (d) co-operate fully with any law enforcement authorities or court order requesting or directing us to disclose the identity of or to locate anyone posting any content in breach of these Terms; and/or (e) disclose your identity and any other information we hold about you to any law enforcement authority if we believe this would assist to prevent the commission of any crime against a person or persons.

Fees of using Feedbackly and payment terms

You may access and browse Feedbackly without creating an account. However, if you wish to use certain features, such as using all features after the free trial, then you must create an account.

The fees charged for having an account are as set out at (“Hereafter Fees”). Fees are charged to your credit card in advance on a monthly basis or every six months and are non-refundable.

Fees are subject to change at any time, however, we will give you 30 days’ notice of Fee changes by posting changes on Feedbackly. We will not be liable to you or any third party for any changes to Fees. Fees are exclusive of all taxes and you indemnify and hold us harmless against any claims by any tax authority for any underpayment of any tax or levy, and any penalties and/or interest.

The payment information

To provide payment services in Feedbackly we use Stripe -payment services. ( Feedbackly does not hold, use or modify the payment, credit card, debit card, or any other information associated with payment in the Feedbackly application. All the data and usage is governed by the Stripe service platform. Stripe might change the terms of their services as they have full rights to do that. You agree that Feedbackly is not held responsible for these changes and understand that the updated terms can be found at

Account information

You warrant that you have provided complete, accurate, rightful, and current personal information such as your full legal name and email address when registering for an account (“Account Information”) and you agree to maintain and promptly update your Account Information to ensure it is kept current at all times.

We will take reasonable precautions and implement industry-standard technical and organizational measures to keep your profile secure and protect it from unauthorized access, however, you agree that we are entitled to rely on the authenticity and authority of your username, password, and session-specific codes generated by your hardware device to process actions or requests you submit to Feedbackly and that we may do so without further inquiry.

You agree to keep your login details and password secure and agree not to share your password with anyone else. We will not be liable for any loss or damage if you fail to comply with this security obligation. You acknowledge that the internet is inherently insecure. You accept the risk that any information stored or transmitted on the internet or through email may be intercepted or subject to unauthorized access or fraudulent behavior. If you think someone is accessing your account without your consent or if you would like to report the disclosure of your Account Information, please contact us at immediately and without delay.

To enhance the data and personal data security, we are using Auth0 services to ensure encryption end-to-end. By using Feedbackly services you approve that your personal data is handled by Auht0 and that you accept their data security regulations. Please find them here:

You are not able to hold Feedbackly accountable for any breaches of Auth0 -services.

Downgrading your account

Feedbackly might have different account levels. You can downgrade your account at any time by following the steps on Feedbackly. The downgrade will become effective from your next billing date. No refunds will be paid in respect of any unused portion of any higher account offering. You will have the access to the features as long as you have already submitted a payment and keep using Feedbackly. You can change your subscription every 3 weeks.

Downgrading your account may cause the loss of content, features, or capacity of your account. If you choose to downgrade your account, we do not accept any liability for the resulting loss of data, content, features, or capacity.

Cookie Policies

When accepting our Cookies / Local storage policy, you agree that we may use cookies to collect information for future marketing purposes on our own website. Cookies are small pieces of information that are stored in a browser-related file on your computer’s hard drive when you use Feedbackly and/or our website. On our website you can select to agree for use of cookies or decline the use of cookies.

A cookie is a small text file that a website saves on your computer or mobile device when you visit the site. It enables the website to remember your actions and preferences (such as login, language, font size, and other display preferences) over a period of time, so you don’t have to keep re-entering them whenever you come back to the site or browse from one page to another.

You can control and/or delete cookies as you wish – for details, see You can delete all cookies that are already on your computer and you can set most browsers to prevent them from being placed. If you do this, however, you may have to manually adjust some preferences every time you visit a site and some services and functionalities may not work.

Use of Cookies and local storage as a Feedbackly software user

As a paying customer of Feedbackly, you are able to select if you want to use local storage to track the your customer or not. When starting to use the software, make sure you have contacted Feedbackly for disabling all unwanted tracking of the customer data. The customer will be presented a their privacy policy every time they fill in a form. To make sure this policy is up to date, is on Feedbackly users / customers responsibility. Please reach out to your account executive for instructions on how to edit your own privacy policy or read more here.

Cancellation of the account

You can cancel your account at any time by following the links on our website or by emailing us at

If you cancel your account before the end of your current prepaid month, your cancellation will take effect immediately and you will not be charged again. You will not be entitled to a refund for any fees that you have already paid and cancellation is not effective unless and until no money is owed to your account.

We reserve the right to decline to register, suspend, or cancel your account and your use of Feedbackly if we consider (at our absolute discretion) that you have breached any of these Terms. If you have registered under multiple aliases, all of these aliases will be disabled. If we suspend or cancel your account, you must not create another one without our prior approval. No refund or other credit is payable to you on cancellation unless we agree otherwise.

All of your data and content may be deleted from our systems immediately upon cancellation of your account. This content cannot be recovered once your account is canceled. We are not liable for any loss or damage following, or as a result of, the cancellation of your account, and it is your responsibility to ensure that any content or data which you require is backed up or replicated before cancellation. You agree that you cannot transfer, sell, lease, lend or trade your account without our prior written consent.

The state and functionality of Feedbackly

Feedbackly is provided on an “as is” and “as available” basis and use of it is at your sole risk. We will try to promptly address (during normal business hours) all technical issues that arise in connection with Feedbackly, however, there may be times when Feedbackly is inaccessible.

From time to time, we may issue an update to Feedbackly which may add, modify and/or remove features. We will endeavor to let you know about these changes in advance, but these updates may be pushed out automatically with little or no notice.

To the maximum extent permitted by law, we disclaim and exclude all implied conditions and warranties. To avoid doubt, we do not warrant that: (a) Feedbackly will meet your specific requirements; (b) Feedbackly will be uninterrupted, timely, secure, or error-free; (c) the results that may be obtained from the use of Feedbackly will be accurate or reliable; (d) the quality of any products, services, information or other material purchased or obtained by you through Feedbackly will meet your expectations; or (e) any errors in Feedbackly will be corrected.

We will not be liable for any direct, indirect, incidental, special, consequential, or exemplary damages, including but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if we have been advised of the possibility of such damages), resulting from the use of, or the inability to use, Feedbackly.

We may use third-party suppliers to provide the necessary hardware, software, networking, connectivity, storage and related technology required to provide Feedbackly. The acts and omissions of those third-party suppliers may be outside of our control, and we do not accept any liability for any loss or damage suffered as a result of any act or omission of any third-party supplier. If the Feedbackly service includes some hardware, the hardware may be in the ownership of a third-party and Feedbackly holds the right to use this hardware as a part of their service. Feedbackly is not responsible for notifying the ownership of the hardware customer as long as the service is in use according to these terms.

In any event, you agree that the total liability of Feedbackly under these Terms will not exceed 100 € under any circumstances.

We own Feedbackly, you are responsible for using it according to the rule of law

We (and our licensors or suppliers, as the case may be) own all intellectual property rights existing in Feedbackly, including all of the content of Feedbackly (such as text, graphics, logos, icons and sound recordings and UI), all software code underlying and forming part of Feedbackly and any improvements, enhancements, modifications or adaptations to Feedbackly.

A customer who provides written customer feedback to you through Feedbackly will own that customer feedback. You may use Feedbackly to contact your customers to request permission to publish customer feedback or to respond to any customer feedback given.

Feedbackly will have the right to use all data on the platform to perform its duties as a service provider to you as a customer. As a Feedbackly customer, you own and take full responsibility for all the data you collect and store in Feebdackly (please see data privacy section). We are allowed to use (on a non-exclusive, royalty-free and irrevocable basis) all data generated by Feedbackly, including your Net Promoter Scores®, and customer data, for our own purposes (eg benchmarking within industry sectors), but this information will not be used in such a way that will identify or be attributable to you or to any individual customer. This data can be used also in a commercial fashion by Feedbackly so that no harm can be done to any of its customers. All data is anonymized and unable to detect a singular customer from any specific dataset. In any circumstances, Feedbackly does not have the right to sell forward your data so that a singular customer might be recognized from that data set. We respect your data and privacy.

Unless you have received our prior written permission, you agree not to, and will not permit or encourage any third party to: (a) adapt, reproduce, modify, reverse-engineer, decompile, distribute, print, display, perform, publish or create adaptations from any part of Feedbackly; or (e) commercialize, copy or on-sell any information or materials obtained from any part of Feedbackly. You may not publish or use the Feedbackly brand, branding or logos without our prior written permission.

We do not claim ownership of any intellectual property rights in relation to the information or content you upload to Feedbackly (such as your profile information or other content or data that you provide in connection with your use of Feedbackly), however, you grant us a non-exclusive, royalty-free license to collect, retain, use, copy, distribute or disclose it for the purposes of operating Feedbackly correctly.

You agree to grant us a non-exclusive royalty-free license to use your name and logo for our marketing and promotional material, including marketing and promotional material featured on our website.

You understand that you are solely responsible for all documentation and regulations of GDPR, data protection, and personal data regulators inside the service. You own the data and the personal data inside the service. Feedbackly works as a processor of the data. Feedbackly provides the necessary features for you to offer a reasonable amount of information for your customers inside the surveys.

Intellectual property rights in Feedbackly?

We take intellectual property rights very seriously and we expect you to do the same. You warrant that any content you upload to Feedbackly does not contain anything which breaches any obligations of confidentiality or proprietary rights of any third party and that you own any intellectual property rights in such content. Before you submit content to Feedbackly, you must ensure that you hold the copyright or are otherwise licensed or authorized to use that content.

We will investigate all notices of copyright infringement. If you believe that your work has been used or copied in a way that constitutes copyright infringement and such infringement is occurring on or through Feedbackly, please contact us at immediately. We welcome your feedback and will look after it as our own baby but you won’t receive intellectual property rights as a result.

We welcome your feedback!

We welcome your feedback and ideas on how to improve Feedbackly. If you choose to submit your ideas, you agree that we are free to use them and that you will not have rights to any intellectual property that may be generated as a result.

Information in Feedbackly should be treated as a guide only and not held as a truth
The information and functions provided on Feedbackly should not be your only source of information when you are making business decisions. They should be treated as a guide only. You agree that you are not able to hold Feedbackly responsible for any consequences, penalties, or sanctions of your business decisions in any case.

Rights to use our API

We provide an API to select customers to help them connect your customer lists to us. This API allows you to trigger survey emails (by sharing email addresses and associated tags) or SMS surveys or any other this might concern, to add or delete people, and to retrieve responses. As a result, the information you share on Feedbackly may be accessed by applications through the API, provided you have given your permission. Your login details will never be shared.

You agree to comply with any additional API conditions or terms of use that we may introduce from time to time. You must not use the API to replicate the services provided by Feedbackly.

Information in Feedbackly should be treated as a guide only and not held as a truth

The information and functions provided on Feedbackly should not be your only source of information when you are making business decisions. They should be treated as a guide only. You agree that you are not able to hold Feedbackly responsible for any consequences, penalties or sanctions of your business decisions in any case.

Feedbackly links to other services

Feedbackly may enable you to access other applications and websites. Even though these applications and websites are accessible through Feedbackly, they are not owned and controlled by us. Any links to third-party websites are provided for convenience only, and the inclusion of any link does not imply that we endorse or verify such websites. Accordingly, we are not responsible or liable for any loss or damage incurred by you as a result of your access to those applications and websites.

Your use of, and access to, third-party applications and websites will be governed by their terms and conditions and privacy policies. When accessing a third-party website or application, we recommend that you read their terms and conditions and privacy policy.

NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc., and Fred Reichheld.


If you wish to notify us of any dispute you have with us, you should contact us at

The legality of this agreement

These Terms are governed by Finnish laws, and you submit to the exclusive jurisdiction of the Finnish courts for any matter or dispute arising in relation to these Terms.

These Terms (and any additional API conditions or terms of use introduced from time to time) constitute our entire agreement and supersede all prior agreements, arrangements, understandings, and representations (whether oral or written) given by or made between us and you, in relation to these Terms or use of Feedbackly.

If any provision of these Terms is found by a court of Finland, Helsinki, or other competent authority to be invalid, unenforceable, or in conflict with the law, that provision is limited or eliminated to the minimum extent so that these Terms otherwise remain in full effect.

If we do not exercise or enforce any right available to us under these Terms, it does not constitute a waiver of those rights.
The headings used throughout these Terms are provided for your convenience and do not affect the meaning of these Terms.

Right to use references

We have the right to use the trademark, logo, and name of the company of the user as a reference. The use of other references is agreed upon separately with the customer. Reference rules apply to all countries and markets globally and cannot be overruled by separate contracts regarding logo and name. The right to reference applies also to free users and companies with a trial. All other reference rights will be agreed upon separately by the customer.

Terms and conditions of the Feedbackly competitions & Our partner competitions and draws

  1. Feedbackly Apple iPhone prize draws are open to anyone in the World.
  2. The Prize Draw is not open to employees of Feedbackly or anyone else connected to the Prize Draw.
  3. Entry into the Prize Draw is always acceptance of these Terms and Conditions.
  4. To enter the Prize Draw you must follow the rules of the Prize Draw.
  5. No responsibility is taken for entries that are lost, delayed, misdirected, or incomplete, or cannot be delivered or entered for any technical or other reason. Proof of delivery of the entry is not proof of receipt.
  6. The Prize Draw closes at 23:59 on the last day of every December. Entries received after that date and time will not be considered.
  7. The winner will be chosen from a random draw of entries on Facebook, Linkedin, the Feedbackly application, or any other platform where the draw is presented.
  8. One winner will receive the prize of an Apple iPhone smartphone. Feedbackly accepts no responsibility for any costs associated with the prize and not specifically included in the prize.
  9. The winner will be notified via Facebook or Linkedin on or before the end of every January and given details of how to claim their prize. If a winner does not respond to Feedbackly within 28 days of being notified by Feedbackly, then the winner’s prize will be forfeited and Feedbackly shall be entitled to select another winner (and that winner will have to respond to the phone call or email from Feedbackly within 28 days or else they will also forfeit their prize).
  10. The prize is non-exchangeable, non-transferable, and is not redeemable for cash or other prizes in any circumstances.
  11. Feedbackly retains the right to substitute the prize with another prize of similar value in the event the original prize offered is not available.
  12. The winner may be required for promotional activity.
  13. No purchase is necessary.
  14. Nothing in these terms and conditions shall exclude the liability of Feedbackly for death, personal injury, fraud, or fraudulent misrepresentation as a result of its negligence.
  15. Feedbackly accepts no responsibility for any damage, loss, liabilities, injury, or disappointment incurred or suffered by you as a result of entering the Prize Draw or accepting the prize. Feedbackly further disclaims liability for any injury or damage to your or any other person’s computer relating to or resulting from participation in or downloading any materials in connection with the Prize Draw.
  16. Feedbackly reserves the right at any time and from time to time to modify or discontinue, temporarily or permanently, this Prize Draw with or without prior notice due to reasons outside its control (including, without limitation, in the case of anticipated, suspected or actual fraud). The decision of Feedbackly in all matters under its control is final and binding and no correspondence will be entered into.
  17. Feedbackly shall not be liable for any failure to comply with its obligations where the failure is caused by something outside its reasonable control. Such circumstances shall include, but not be limited to, weather conditions, fire, flood, hurricane, strike, industrial dispute, war, hostilities, political unrest, riots, civil commotion, inevitable accidents, supervening legislation, or any other circumstances amounting to force majeure.
  18. The Prize Draw will be governed by Finnish law.
  19. The organizer of the competition is allowed to use the contact information in any way that this or any other competition terms state
    1. To contact the person on matters relating to the prize draw or a competition
    2. To reward all participants with discounts, additional prices, or other means
    3. To ask for additional information regarding the price draw or competition
    4. By participating you accept that Feedbackly / Our partner can reach you in with anything related to the competition or the prize draw.
    5. Feedbackly and our users are GDPR compliant if applicable

Contact us

If you have any questions about these Terms or the practices of Feedbackly, or if you would like to give us feedback or notice, please contact us.

support (at)

(+358) 44 224 4420

Itämerenkatu 1, 00180 Helsinki, Finland

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