Terms of Service

These Terms of Service govern access to and use of Fawna, a customer feedback intelligence platform for organizing, analyzing, and understanding customer conversations. By creating an account, accessing the service, or using Fawna on behalf of an organization, you agree to these Terms.

1. Who these Terms apply to

These Terms apply to every visitor, account holder, workspace member, administrator, and organization that accesses or uses Fawna. When the service is used on behalf of a company or other legal entity, the person accepting these Terms represents that they have authority to bind that organization.

2. The Fawna service

Fawna provides software for importing, organizing, searching, summarizing, and analyzing customer feedback. Depending on the selected plan, the service may include:

• Connections to support, CRM, review, call, and collaboration tools.
• Theme detection, summaries, classifications, and prioritization signals.
• Dashboards, saved views, search, reporting, exports, and collaboration features.
• Administrative controls, workspace settings, permissions, and usage management.

Features may change as the product evolves. Fawna may add, modify, limit, or discontinue functionality, while aiming to provide reasonable notice when a material change affects active customers.

3. Accounts and workspace administration

Account information must be accurate and kept current. Users are responsible for protecting credentials, using appropriate access controls, and promptly reporting suspected unauthorized access.

Workspace administrators may invite or remove users, configure integrations, manage permissions, and control workspace data. Organizations are responsible for the actions of users they authorize.

4. Customer data and ownership

Customers retain ownership of the feedback, transcripts, messages, notes, files, metadata, and other content submitted to or connected with Fawna. Customers grant Fawna a limited right to host, process, transmit, organize, analyze, and display that content only as needed to provide, secure, support, and improve the service.

Customers are responsible for ensuring they have all rights, permissions, notices, and lawful bases required to process customer conversation data through Fawna.

5. Acceptable use

Fawna may not be used to:

• Process content unlawfully or infringe the rights of another person or organization.
• Upload malware, harmful code, or content intended to disrupt the service.
• Attempt unauthorized access to accounts, systems, data, or integrations.
• Bypass limits, security controls, billing rules, or technical restrictions.
• Reverse engineer or misuse the service to create a competing product.
• Use AI-assisted outputs as the sole basis for decisions that legally or ethically require human review.

Fawna may investigate suspected misuse and suspend access where reasonably necessary to protect the service, customers, or third parties.

6. AI-assisted outputs

Fawna may generate summaries, themes, classifications, suggested priorities, sentiment signals, and other AI-assisted outputs. These outputs are designed to support human review and may be incomplete, inaccurate, or context-dependent.

AI-assisted outputs should be treated as decision support, not as a substitute for professional judgment or direct review of source conversations.

Customers remain responsible for verifying outputs before using them in product, legal, employment, financial, medical, customer-facing, or other high-impact decisions.

7. Third-party integrations

Customers may connect Fawna to third-party services. Those services are controlled by their respective providers and may be governed by separate terms, pricing, permissions, availability, and privacy practices.

Customers are responsible for configuring integrations appropriately and ensuring Fawna is authorized to access the connected data.

8. Subscriptions, billing, and renewal

Plan details, usage allowances, billing cycles, fees, and renewal terms are shown during checkout, in an order form, or in a separate written agreement.

• Subscriptions may renew automatically unless canceled before the renewal date.
• Customers are responsible for applicable taxes unless stated otherwise.
• Fees are generally non-refundable except where required by law or expressly agreed in writing.
• Usage above plan limits may require an upgrade, add-on, or separate agreement.

9. Confidentiality

Each party may receive non-public business, technical, security, financial, or customer information from the other. Confidential information must be protected with reasonable care and used only for purposes connected with the service or applicable agreement.

Confidentiality obligations do not apply to information that is public through no breach, already lawfully known, independently developed, or lawfully received from another source.

10. Intellectual property

Fawna and its licensors own the service, software, interfaces, workflows, documentation, visual design, branding, and underlying technology. No ownership rights are transferred under these Terms.

Customers may provide feedback or suggestions. Fawna may use that feedback without restriction, provided confidential customer information is not disclosed.

11. Service availability and disclaimers

Except where a separate written agreement says otherwise, Fawna is provided on an “as is” and “as available” basis. The service may occasionally be unavailable because of maintenance, updates, provider outages, security events, or circumstances beyond reasonable control.

Fawna does not guarantee uninterrupted availability or that every output, theme, classification, or recommendation will be complete or error-free.

12. Limitation of liability

To the maximum extent permitted by law, Fawna will not be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for lost profits, revenue, goodwill, business opportunities, or data.

Unless a separate agreement provides otherwise, Fawna’s total liability for claims arising from the service will not exceed the amount paid for the service giving rise to the claim during the twelve months before the event that created the claim.

13. Suspension and termination

Customers may stop using Fawna or cancel a subscription in accordance with the applicable plan or order form. Fawna may suspend or terminate access when reasonably necessary because of:

• A material violation of these Terms.
• Non-payment of undisputed fees.
• Unlawful use, abuse, fraud, or security risk.
• A legal requirement or request from an authorized authority.

After termination, access may end immediately. Data may be exported, retained, or deleted according to the applicable plan, Privacy Policy, and written agreement.

14. Changes to these Terms

These Terms may be updated to reflect product changes, legal requirements, or operational practices. Material changes will be communicated through the service, by email, or through an updated website notice where appropriate.

Continued use after the effective date of revised Terms constitutes acceptance of the updated version.

15. Contact

Questions about these Terms may be sent to legal@fawna.com.