Legal

Terms of Service

Effective Date: February 20, 2026

1. Who We Are and What This Agreement Covers

BetterFeedback is operated by Sacramento Labs LLC, a California limited liability company ("Sacramento Labs," "we," "us," or "our"). These Terms of Service ("Terms") govern your access to and use of BetterFeedback, including our web application, JavaScript snippet, APIs, and any related services (collectively, the "Service").

By creating an account, installing our snippet, or using the Service in any way, you agree to these Terms. If you're accepting on behalf of a company or organization, you represent that you have authority to bind that entity, and "you" refers to that entity.

If you don't agree to these Terms, don't use the Service.

2. Eligibility

You must be at least 18 years old to use BetterFeedback. The Service is intended for business use only — it is not designed for consumers or personal use. By using the Service, you confirm that you are using it for business purposes.

You are responsible for ensuring that your use of BetterFeedback complies with all laws applicable to you and your organization.

3. Your Account

You'll need to create an account to use BetterFeedback. You're responsible for:

  • Keeping your login credentials secure
  • All activity that occurs under your account
  • Notifying us promptly at hello@betterfeedback.io if you suspect unauthorized access

We reserve the right to suspend or terminate accounts that we believe have been compromised or are being misused.

4. The Service

BetterFeedback allows you to collect feedback from your customers and website visitors through embedded surveys, NPS and CSAT tools, in-app notifications, and AI-generated summaries of that feedback.

When you install our JavaScript snippet on your website or application, your end users may be shown surveys and notifications. You are responsible for ensuring that your use of the snippet — and your collection of feedback from your users — complies with applicable laws, including any notice or consent requirements.

We may update, modify, or discontinue features of the Service at any time. We'll make reasonable efforts to notify you of significant changes, but we don't guarantee that any specific feature will remain available indefinitely.

5. Acceptable Use

You agree not to use BetterFeedback to:

  • Collect, store, or process Protected Health Information (PHI) as defined under HIPAA. BetterFeedback is not HIPAA-compliant and is not intended for healthcare use cases involving patient data.
  • Collect data from children under the age of 13, or deploy our snippet on websites or services directed at children under 13.
  • Violate any applicable law, including privacy laws, anti-spam laws, or data protection regulations.
  • Collect feedback or data without appropriate notice to your end users.
  • Use the Service to send unsolicited commercial messages (spam), or to send email to individuals who have not consented to receive communications from you.
  • Attempt to reverse engineer, decompile, or extract the source code of the Service.
  • Probe, scan, or test the vulnerability of our systems or networks.
  • Use the Service to store or transmit malicious code, viruses, or other harmful software.
  • Resell, sublicense, or white-label the Service without our written permission.
  • Use the Service in any way that could damage, disable, or impair it, or interfere with other users' access.
  • Collect or aggregate data from the Service to build a competing product.
  • Impersonate any person or entity, or misrepresent your affiliation with any person or entity.

We reserve the right to suspend or terminate your access if we determine, in our reasonable judgment, that you are violating these terms.

6. Your Data and Content

You retain ownership of the data you collect through BetterFeedback, including survey responses and feedback from your end users ("Your Data").

By using the Service, you grant Sacramento Labs a limited license to store, process, and use Your Data solely to provide and improve the Service, as described in our Privacy Policy.

You are responsible for ensuring that you have the right to collect and process Your Data, and that doing so complies with applicable law — including obtaining any required consent from your end users.

We do not sell Your Data to third parties.

7. AI Features

BetterFeedback uses AI to generate summaries and insights from feedback collected through the Service. Feedback content may be processed by third-party AI infrastructure to generate these summaries. We describe our approach in our Privacy Policy.

AI-generated summaries are provided for informational purposes only. They may not be accurate or complete. You should not rely on them as a substitute for your own judgment.

8. Billing and Payment

If you subscribe to a paid plan, you agree to pay the fees associated with that plan. Fees are billed in advance on a recurring basis (monthly or annually, depending on your plan).

  • Upgrades take effect immediately and are billed on a prorated basis.
  • Downgrades take effect at the end of the current billing period.
  • Cancellations take effect at the end of the current billing period. We do not offer refunds for partial periods, except where required by law.

All payments are processed through Stripe. We do not store your payment card information. You agree to Stripe's terms of service in connection with payment processing.

We reserve the right to change our pricing with 30 days' notice. Continued use of the Service after a price change takes effect constitutes acceptance of the new pricing.

If your payment fails and you don't resolve it within a reasonable time, we may suspend or terminate your account.

9. Free Trials and Beta Access

We may offer free trials or beta access to the Service from time to time. During a trial or beta period:

  • The Service is provided as-is, with no guarantees of uptime, data retention, or feature availability.
  • We may modify or discontinue trial or beta features at any time without notice.
  • Any data you enter during a trial may be deleted when the trial ends, unless you subscribe to a paid plan.

10. Confidentiality

Each party may have access to information that is confidential to the other. You agree to keep confidential any non-public information about the Service that we share with you. We agree to handle Your Data as described in our Privacy Policy.

11. Intellectual Property

Sacramento Labs owns all rights, title, and interest in the Service, including all software, designs, trademarks, and content we create. These Terms don't give you any ownership rights in the Service — only a limited right to use it as described here.

You own Your Data. We own the Service.

12. Availability and Uptime

We work hard to keep BetterFeedback running reliably, but we don't guarantee uninterrupted or error-free service. We may take the Service offline for scheduled maintenance or emergency repairs. We'll make reasonable efforts to minimize disruption and communicate planned downtime in advance.

13. Disclaimers

The Service is provided "as is" and "as available." To the fullest extent permitted by law, Sacramento Labs disclaims all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement.

We don't warrant that the Service will be error-free, that defects will be corrected, or that the Service is free of viruses or other harmful components.

14. Limitation of Liability

To the fullest extent permitted by law, Sacramento Labs will not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service, even if we've been advised of the possibility of such damages.

Our total liability to you for any claim arising from these Terms or your use of the Service will not exceed the greater of (a) the amount you paid us in the 12 months before the claim arose, or (b) $100.

Some jurisdictions don't allow limitations on implied warranties or liability, so some of the above may not apply to you.

15. Indemnification

You agree to defend, indemnify, and hold harmless Sacramento Labs and its officers, employees, and contractors from any claims, damages, or expenses (including reasonable attorneys' fees) arising from your use of the Service, your violation of these Terms, or your violation of any third party's rights.

16. Termination

Either party may terminate this agreement at any time.

  • You may cancel your account through your account settings or by contacting us.
  • We may suspend or terminate your access if you violate these Terms, fail to pay, or if we decide to discontinue the Service.

Upon termination, your right to use the Service ends immediately. We'll retain your data for a reasonable period after termination to allow for export, then delete it in accordance with our Privacy Policy. We'll make reasonable efforts to give you advance notice before deleting your data.

17. Dispute Resolution and Arbitration

We'd always rather resolve issues informally — please reach out to us at hello@betterfeedback.io first and give us a chance to work things out.

If we can't resolve a dispute informally, any dispute arising from these Terms or the Service will be resolved through binding arbitration in Sacramento, California, under the rules of the American Arbitration Association. The arbitration will be conducted in English. Judgment on the arbitration award may be entered in any court with jurisdiction.

You and Sacramento Labs each waive the right to a jury trial and the right to participate in a class action.

Nothing in this section prevents either party from seeking injunctive or other equitable relief in a court of competent jurisdiction for issues involving intellectual property or unauthorized access to the Service.

18. Governing Law

These Terms are governed by the laws of the State of California, without regard to its conflict of law provisions.

19. Data Processing

If you are subject to the GDPR or similar data protection laws, and you process personal data of individuals in the European Union or UK through BetterFeedback, Sacramento Labs acts as a data processor on your behalf with respect to that data. We will provide a Data Processing Agreement upon request. Please contact us at hello@betterfeedback.io.

20. Changes to These Terms

We may update these Terms from time to time. When we do, we'll update the effective date at the top. For material changes, we'll notify you by email or through the app. Continued use of the Service after changes take effect means you accept the updated Terms.

21. General

  • Entire Agreement. These Terms, along with our Privacy Policy, constitute the entire agreement between you and Sacramento Labs regarding the Service.
  • Severability. If any provision of these Terms is found unenforceable, the remaining provisions stay in effect.
  • No Waiver. Our failure to enforce any provision doesn't waive our right to enforce it later.
  • Assignment. You may not assign your rights under these Terms without our consent. We may assign ours in connection with a merger, acquisition, or sale of assets.
  • Contact. Sacramento Labs LLC — hello@betterfeedback.io