Terms of Service

Last updated: 23 September 2026

These terms are a contract between you (the business that opens an account) and Positive Internet Marketing Ltd (company number SC357489) ("we", "us"). By creating an account you agree to them. FeedbackDesk is a service for businesses, not for consumers.

1. The service

FeedbackDesk lets you ask your customers for feedback, collect and answer reviews, and show reviews on your website. We may add, change or remove features. We will not remove a core feature of a paid plan without notice.

2. Your account

• You must give accurate details and keep your password secret.
• You are responsible for what happens under your account.
• Tell us at once if you think someone else has access.

3. Free trial, plans and payment

• New accounts get a 7-day free trial. No card is needed to start it.
• When the trial ends you can still see your data, but you cannot add customers or send requests until you pick a paid plan.
• Paid plans are billed monthly in advance through Stripe. Current prices are on our pricing page. Prices exclude VAT unless we say otherwise.
• If you change plan mid-month, the charge is adjusted pro rata.
• If a payment fails, we may limit your account until it is paid.
• We may change prices. We give at least 30 days' notice by email before a change affects you.

4. Cancelling

You can cancel at any time from the Billing page. Your plan stays active until the end of the period you have paid for. We do not refund part-used periods, except where the law requires it.

5. Rules for using the service

You must not:

• add or email people unless you have a lawful reason to contact them, such as a recent purchase from you;
• send spam, or upload bought or scraped contact lists;
• offer rewards for positive reviews, or stop unhappy customers from leaving a public review;
• post fake reviews or testimonials;
• break the rules of Google, Trustpilot or any other review platform;
• upload unlawful or harmful content, or try to break or overload the service.

We may suspend an account that breaks these rules.

6. Your customers' data

You are the data controller for the customer data you put into FeedbackDesk. We are your data processor. We will:

• use that data only to provide the service and on your instructions;
• keep it confidential and keep it secure;
• use the sub-processors listed in our Privacy Policy, and tell you before we add a new one;
• help you answer requests from individuals about their data;
• tell you without undue delay if we become aware of a personal data breach that affects your data;
• delete your customer data within 30 days when you close your account and ask us to;
• give you the information you reasonably need to show that you comply with data protection law.

You must make sure you have a lawful basis to give us this data and to email your customers, and that your own privacy notice tells your customers about it. A separate data processing agreement is available on request from support@feedbackdesk.io.

7. Content and ownership

• You keep ownership of your content: your logo, text, customer data and feedback.
• You give us permission to store and process it to run the service for you.
• We own FeedbackDesk itself: the software, design and brand.

8. AI features

AI summaries and draft replies can contain mistakes. Check them before you rely on them or publish them. You are responsible for anything you post.

9. Availability

We work to keep the service running, but we do not promise it will be free of faults or always available. Parts of the service depend on other companies, such as Google, Trustpilot, email providers and Stripe. We are not responsible for changes or outages on their side.

10. Our liability

• Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that the law does not allow us to limit.
• We are not liable for loss of profit, loss of business, loss of goodwill, or indirect loss.
• Our total liability to you in any 12-month period is limited to the fees you paid us in that period.

11. Ending the contract

You can close your account at any time. We can end the contract with 30 days' notice, or at once if you seriously break these terms. After it ends, you can ask for an export of your data for 30 days. After that we may delete it.

12. Changes to these terms

We may update these terms. We post the new version here and email account holders about important changes at least 14 days before they apply. If you keep using the service after that, you accept the new terms.

13. Law

The law of Scotland applies to these terms. The courts of Scotland have jurisdiction over any dispute.

14. Contact

Questions about these terms: support@feedbackdesk.io, or write to Positive Internet Marketing Ltd, MB10 King James VI Business Centre, Friarton Road, Perth, PH2 8DY.