Terms of Service

Terms of Service

Effective Date: January 1, 2025
Last Updated: January 1, 2025
Company: Lumora Ventures PVT LTD
Service: FeedSolve (feedsolve.com)

1. Acceptance of Terms

By accessing or using FeedSolve (the "Service"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to any part of these Terms, you may not use the Service.

These Terms apply to:

• Company Users: Organizations with a FeedSolve account
• Team Members: Employees or contractors invited to a company account
• Submitters: Anyone submitting feedback via a FeedSolve board

Different provisions apply to each role (noted throughout).

2. Service Overview

FeedSolve is a feedback collection and resolution platform that enables:

• Company Users to create feedback boards and collect input from external stakeholders (customers, suppliers, partners, distributors)
• Submitters to provide feedback via shareable links/QR codes without requiring an account
• Team Members to manage, prioritize, and resolve feedback through a workflow dashboard
• Tracking of submission progress via unique tracking codes

This is not an obligation to provide support or implement feedback. FeedSolve is a tool for collecting and organizing feedback; companies decide what to do with it.

3. Eligibility & Account Requirements

3.1 Company Users

To sign up for FeedSolve, you must:

• Be at least 18 years old (or the legal age of majority in your jurisdiction)
• Represent a valid business entity (corporation, partnership, sole proprietorship, NGO, etc.)
• Have authority to bind the organization to these Terms
• Provide accurate, current information in your account
• Maintain a valid payment method on file
• Comply with all applicable laws in your jurisdiction

Who Can Use: Businesses, NGOs, educational institutions, government agencies, and other organizations.

Who Cannot Use: Individuals collecting personal feedback solely for non-commercial purposes (use Google Forms instead).

3.2 Team Members

If you invite team members:

• They must accept these Terms independently
• They are bound by the same restrictions and responsibilities
• You are responsible for their actions while using your account
• You can remove team members anytime, and their access will be revoked

3.3 Account Responsibility

You are responsible for:

• Keeping your password confidential
• Maintaining accurate account information
• Notifying us immediately of unauthorized access
• All activity under your account, even if done by team members

4. Subscription & Billing

4.1 Pricing & Payment

Pricing subject to change with 30 days' notice to existing customers.

4.2 Billing Cycle

• Monthly: Billed on the same day each month
• Annual: Billed yearly (20% discount applied at checkout)

Billing cycles renew automatically unless you cancel.

4.3 Payment Processing

• Payments processed securely via Stripe
• We accept all major credit/debit cards
• Your card details are never stored on FeedSolve servers (Stripe handles PCI compliance)
• Invoices are sent to your registered email
• You are responsible for paying any applicable taxes, VAT, GST, or duties

4.4 Failed Payments

If a payment fails:

1. We will attempt to retry 3 times over 10 days
2. If payment continues to fail, your account may be suspended
3. A 7-day grace period is provided before service suspension
4. Late payment fees may apply (if required by law)
5. You remain liable for all fees incurred while using the Service

4.5 Refund Policy

No refunds for subscription fees (your access to the Service is immediate and continuous).

Exceptions:

• If you cancel within 14 days of initial signup, we offer a full refund
• If a payment was processed due to our error, we will refund the duplicate charge
• If the Service is unavailable for more than 7 consecutive days due to our negligence, prorated refunds may apply

Refund requests: Email billing@feedsolve.com within 14 days of the charge.

4.6 Cancellation & Downgrade

• You can cancel or downgrade anytime by visiting Account > Billing
• Cancellation is effective at the end of your current billing cycle
• No refund for the current period
• Your data remains accessible for 30 days after cancellation
• After 30 days, all your data (submissions, boards, team settings) are permanently deleted

4.7 Overages & Usage Limits

If you exceed your plan's limits (e.g., 5,500 submissions on a Starter plan):

• We will notify you via email
• You can upgrade immediately to avoid service interruption
• If you do not upgrade within 7 days, submission capabilities will be temporarily paused

No surprise overage charges. We pause service rather than charge you unexpectedly.

5. Acceptable Use Policy

5.1 Permitted Uses

You may use FeedSolve to:

• Collect feedback from customers, suppliers, partners, and other stakeholders
• Organize and resolve submissions internally
• Track resolution progress
• Create multiple feedback boards for different departments/purposes
• Customize branding and submission forms
• Export/analyze feedback data
• Invite team members to collaborate

5.2 Prohibited Uses

You must not use FeedSolve to:

Content Violations

• Post illegal content (harassment, threats, hate speech, defamation)
• Collect feedback on behalf of third parties without authorization
• Use FeedSolve to conduct spam campaigns or phishing
• Submit fake, fraudulent, or misleading feedback
• Post content that violates others' intellectual property or privacy rights

Technical Violations

• Attempt to hack, reverse-engineer, or breach FeedSolve
• Perform DDoS attacks or launch security exploits
• Scrape data at scale (bulk automated access)
• Use bot networks to submit fake feedback
• Circumvent rate limits or security measures
• Inject malware, viruses, or malicious code

Business Misuse

• Resell or redistribute FeedSolve as your own service
• Use FeedSolve for competitive analysis against us (scraping, mimicking)
• Use the Service for illegal purposes (fraud, money laundering, etc.)
• Violate export controls or sanctions (OFAC, etc.)
• Collect feedback from individuals in embargoed countries (if applicable to you)

Privacy/Compliance Violations

• Collect feedback from children under 13 without parental consent
• Process confidential data you don't have permission to handle (e.g., medical records without HIPAA compliance)
• Use FeedSolve to circumvent privacy laws
• Deceive submitters about how their data will be used

5.3 Enforcement

If you violate the Acceptable Use Policy, we may:

1. Warn you (first offense)
2. Suspend your account (second offense)
3. Permanently terminate your account (egregious violations)
4. Report illegal activity to authorities
5. Seek damages if necessary

We reserve the right to investigate suspected violations and remove content.

6. Intellectual Property Rights

6.1 FeedSolve IP

All content, features, and code of FeedSolve (including designs, databases, algorithms, software) are owned by Lumora Ventures PVT LTD or our licensors. This includes:

• Platform interface and dashboard
• QR code generation technology
• Tracking code system
• APIs and integrations
• Documentation and help articles
• Logos and branding (except your custom branding)

You are granted a limited, non-exclusive, non-transferable license to use FeedSolve for your own business purposes for the duration of your subscription.

You do not own FeedSolve; you rent access to it.

6.2 Your Data & Content

You retain all ownership of:

• Feedback submissions (content users submit to you)
• Company information (name, description, board details)
• Custom branding (logos, colors, text you upload)
• Invitees and team member data

By using FeedSolve, you grant us a license to:

• Store and process your data
• Display it in your dashboard
• Create backups
• Use it to improve the Service (anonymized)
• Comply with legal requests

We will never sell your data or submissions.

6.3 Feedback to FeedSolve

If you provide suggestions, feedback, or ideas about improving FeedSolve, you grant us a perpetual, royalty-free license to use them. This helps us improve the product.

6.4 User-Generated Content in Submissions

Feedback submitted by end-users to your board:

• Is owned by the submitter (who provided it) and/or your company (who received it)
• You are responsible for ensuring you have the right to collect this data
• You are responsible for honoring data rights and privacy laws

7. Limitation of Liability & Disclaimers

7.1 "As-Is" Service

FeedSolve is provided "as-is" and "as-available." We make no warranties, express or implied, including:

• Merchantability
• Fitness for a particular purpose
• Non-infringement
• Accuracy or completeness of data
• Uninterrupted or error-free operation

In other words: We do not guarantee the Service will always work perfectly.

7.2 No Guarantee of Availability

While we aim for 99.5% uptime:

• We do not guarantee the Service will be available 100% of the time
• Scheduled maintenance, updates, and unforeseen outages can occur
• We will notify you of planned downtime when possible
• We are not liable for service interruptions beyond our reasonable control (e.g., internet outages, power failures, natural disasters)

7.3 Data Loss

While we maintain regular backups:

• We are not responsible for loss or corruption of your data
• Backup recovery may not be 100% complete
• We recommend you export and back up important submissions regularly
• We are not liable for data loss from your own actions (e.g., accidental deletion)

7.4 Limitation of Damages

In no case shall FeedSolve or Lumora Ventures PVT LTD be liable for:

• Indirect, incidental, special, consequential, or punitive damages
• Lost profits, lost revenue, lost data, or lost business
• Damages from third-party claims
• Any damages exceeding the amount you paid us in the past 12 months

Even if we are advised of the possibility of such damages.

7.5 Exception to Limitation

The above limitations do not apply to:

• Your indemnification obligations to us
• Your breach of confidentiality
• Our intellectual property rights
• Claims of gross negligence or willful misconduct

7.6 Third-Party Integrations

FeedSolve integrates with third-party services (Stripe, Firebase, etc.). We are not responsible for:

• Their downtime or failures
• Their handling of your data
• Disputes with them

Review their terms and privacy policies.

7.7 No Legal Advice

FeedSolve does not provide legal, tax, or compliance advice. You are responsible for ensuring your use of the Service complies with all applicable laws in your jurisdiction.

8. Indemnification

You agree to defend, indemnify, and hold harmless FeedSolve, its founders, and employees from:

• Claims arising from your use of the Service
• Feedback submitted to your board (your responsibility to manage)
• Your breach of these Terms
• Your violation of any law or third-party rights
• Any damages, attorney fees, or costs arising from the above

FeedSolve will not indemnify you for claims arising from our gross negligence or willful misconduct.

9. Data Rights & Responsibility

9.1 Data You Collect

You are responsible for:

• Obtaining all necessary consents before collecting feedback
• Complying with all data protection laws (GDPR, PDPA, CCPA, local laws)
• Honoring submitter privacy expectations
• Implementing your own privacy policy aligned with your use of FeedSolve
• Responding to submitter requests for data access/deletion
• Securely handling sensitive data (health, financial, etc.)

9.2 FeedSolve's Data Handling

We will:

• Maintain reasonable security (see Privacy Policy, Section 6)
• Use data only as necessary to provide the Service
• Not sell or share data with third parties
• Comply with your data jurisdiction requirements (can localize data if needed)
• Provide data access/export on request

9.3 GDPR/PDPA Compliance

If you collect EU/EEA/Singapore data:

• You are the "data controller"; we are the "data processor"
• We will sign a Data Processing Agreement (DPA) on request
• You must have legal basis (consent, contract, legitimate interest) to collect data
• You are responsible for responding to data subject rights requests

10. Termination & Suspension

10.1 Termination by You

You can terminate your account anytime:

• Go to Account > Settings > Cancel Subscription
• Termination is effective at the end of your billing cycle
• You forfeit your subscription fees for that cycle
• Your data is available for 30 days, then permanently deleted

10.2 Termination by Us

We may terminate or suspend your account if:

• You violate the Acceptable Use Policy (Section 5)
• You have unpaid invoices for 30+ days
• You engage in illegal activity
• You pose a security risk to our Service
• We cease operating FeedSolve (with 90 days' notice and refund for prepaid fees)

We will provide written notice when possible, except for emergencies (e.g., security threats).

10.3 Effect of Termination

Upon termination:

• Your access to the Service is immediately revoked
• You forfeit your subscription fees
• Your data will be deleted after 30 days
• You remain liable for unpaid invoices
• Sections 6 (IP), 7 (Liability), and 8 (Indemnification) survive termination

11. Privacy & Data Protection

The Privacy Policy (separate document) governs how we collect, use, and protect your data. By using FeedSolve, you consent to the practices described in the Privacy Policy.

Key points:

• We collect minimal data necessary to provide the Service
• We do not sell personal data
• Submitters have rights to access, correct, and delete their data
• We comply with GDPR, PDPA, and other privacy laws
• See Privacy Policy for full details

12. Dispute Resolution & Governing Law

12.1 Informal Resolution

Before pursuing legal action, we encourage you to contact us:

• Email: support@feedsolve.com
• Subject: "Dispute Resolution"

We will attempt to resolve the dispute within 30 days.

12.2 Governing Law

These Terms are governed by and construed in accordance with the laws of Sri Lanka, without regard to its conflict of law provisions.

12.3 Jurisdiction & Venue

For disputes not resolved informally:

• Company Users: You consent to the exclusive jurisdiction of courts in Sri Lanka
• Submitters: Local jurisdiction applies where you are located

12.4 Arbitration (Optional for Company Users)

If you and FeedSolve cannot agree, either party may submit the dispute to binding arbitration under the Sri Lanka Arbitration Act:

• Arbitration is conducted in English
• Location: Colombo, Sri Lanka
• Arbitrator: Single arbitrator mutually selected
• Costs: Each party bears its own legal fees unless arbitrator awards differently

If you do not accept arbitration, you can pursue court litigation as described in 12.3.

12.5 Class Action Waiver

You agree not to pursue any claim as a class action or collective action. Disputes must be pursued individually.

13. Modifications to Terms

FeedSolve may update these Terms from time to time. Changes will be:

• Posted on this page with an updated "Last Updated" date
• Effective 30 days after posting
• Notified to users via email for material changes

Your continued use of FeedSolve after changes constitutes acceptance.

If you do not accept the updated Terms, you must cancel your subscription.

14. Entire Agreement

These Terms and the Privacy Policy constitute the entire agreement between you and FeedSolve regarding the Service. All prior agreements, understandings, and representations are superseded.

If any provision is found invalid, the remaining provisions remain in effect.

15. Notices

Legal notices to FeedSolve should be sent to:

Email: legal@feedsolve.com

Mailing Address:
Lumora Ventures PVT LTD
Sri Lanka

We will send notices to the email address associated with your account.

16. Submitter-Specific Terms

16.1 For Feedback Submitters

When you submit feedback via a FeedSolve board:

You grant the company permission to:

• Receive and read your feedback
• Store it in their FeedSolve account
• Respond to you via the tracking page
• Use it to improve their product/service
• Share it internally with team members

You are responsible for:

• Providing accurate information (if required)
• Ensuring your feedback does not violate laws or others' rights
• Understanding the company may contact you for clarification
• Reviewing the company's privacy policy for their use of your data

16.2 Tracking Code

Your tracking code (#FSV-XXXX) allows you to check submission status without logging in. Keep it private; anyone with this code can view your feedback status.

16.3 Anonymous Submissions

If you select "Anonymous," the company will not see your name or email. However:

• They may infer your identity from the content of your feedback
• Your IP address may be logged (for security)
• The tracking code is still tied to your submission

16.4 No Obligation

The company is not obligated to act on your feedback. FeedSolve is a collection tool; the company decides what to do with the input you provide.

17. Specific Provisions by Region

17.1 GDPR (EU/EEA Users)

• You have additional rights under the GDPR (see Privacy Policy)
• We are a "data processor" for submitter data; you are the "controller"
• A Data Processing Agreement (DPA) is available on request
• Transfer of data outside the EEA is covered by Standard Contractual Clauses

17.2 PDPA (Singapore/Malaysia Users)

• We comply with PDPA's consent and collection requirements
• Your data is not transferred outside ASEAN without consent
• You have access and correction rights (see Privacy Policy)

17.3 CCPA (California Users)

• You have the right to know, delete, and opt-out (see Privacy Policy)
• We do not "sell" personal information in the CCPA sense
• You can exercise rights by emailing privacy@feedsolve.com

17.4 India (Upcoming DPDP Act)

• We comply with data protection principles
• Data localization options available on request

18. Contact & Support

For questions about these Terms:

Email: support@feedsolve.com

For legal/compliance questions:

Email: legal@feedsolve.com

For privacy requests:

Email: privacy@feedsolve.com

End of Terms of Service

These Terms of Service are effective as of January 1, 2025.