Terms of Service

1. Who we are and what this covers

Loops is operated by 【Company legal name】 (【Company registration / VAT number】), 【Registered address】, Portugal. These terms govern your use of the Loops website, dashboard, API and emails (together, the "Service"). By creating an account you agree to them. If you use the Service on behalf of a company or an agency, you confirm you can bind that organisation.

2. What the Service does

Loops sends a short satisfaction enquiry by email to customers you choose, records their answer, classifies it on the Net Promoter Score scale, sends follow-up emails (a thank-you with a link to your public review page, and one reminder to people who did not answer), shows results in a dashboard, and emails you a monthly report. You decide which customers are contacted, when, and what the emails say within the templates we provide.

3. Your account and your team

You are responsible for the accuracy of your account details, for keeping your credentials and API keys confidential, and for everything done under your account. You can add other people to a business with a role (Admin, Editor or Viewer). Their access is your responsibility; remove people who should no longer have it.

4. Your customers' data and your obligations

You must have a lawful basis to contact each customer you add, such as a customer relationship following a purchase, visit or appointment, and you must comply with the laws that apply to you, including the GDPR, the ePrivacy rules and any local marketing rules. Every email we send on your behalf includes a working unsubscribe link and we honour it automatically. You must not add people who have asked you not to contact them.

We process your customers' data as your processor. Our Data Processing Addendum forms part of these terms.

5. Reviews and platform rules

Loops asks every customer the same way and never offers anything in exchange for a review. You agree to follow the review policies of any platform you link to, including Google. In particular you must not offer incentives for reviews, must not use the Service to ask only customers you expect to be positive while excluding others, and must not post, write or solicit fake reviews. Our Acceptable Use Policy has more detail. Breaching it is grounds for suspension.

6. Fees, billing and renewal

Each business is billed as its own monthly subscription, currently $20 per month, up to a cap: once you pay for ten active businesses, every further business you activate under the same account is included at no extra charge, so your platform fee is at most $200 per month. Included businesses stay included for as long as ten paid subscriptions remain active; if a paid subscription ends, the oldest included business takes the freed seat and is billed with the card on file, or paused until you subscribe it.

White-label (removing Loops branding from customer emails and pages) is an optional account-level subscription, currently $59 per month, that applies to all your businesses at once.

Prices are shown before you subscribe and exclude VAT where applicable. Payments are processed by Stripe; we do not store your card details. Subscriptions renew automatically each month on the day you subscribed until you cancel.

Reasonable use: the cap is designed for agencies and multi-location businesses under normal use. Up to 100 active businesses are included; above that, or where usage creates disproportionate email, support or infrastructure load, we may require a custom plan and will contact you before making any change.

7. Cancellation: active until renewal

You can cancel a business's subscription at any time from the customer portal in Settings. Cancellation does not take effect immediately: the subscription stays fully active until the end of the period you have already paid for, that is, until the next renewal date. On that renewal date the subscription ends, you are not charged again, and the Service stops working for that business: no further enquiries, reminders or follow-up emails are sent, the API returns an error for that business, and queued enquiries are not sent. Your dashboard, answers and customer list remain visible and exportable.

Because the paid period runs to its end, there is no partial refund for the remaining days of a cancelled month. See our Cancellation and Refunds policy for the few exceptions.

8. Failed payments

If a renewal payment fails, Stripe retries it over the following days and we email you. While a payment is outstanding the business is marked past due and sending pauses. Once the payment succeeds, sending resumes automatically. If the payment cannot be collected, the subscription is cancelled and the business stops as described above.

9. Availability and changes

We aim to keep the Service available at all times but do not guarantee uninterrupted operation. We may change features, and we will give reasonable notice of changes that materially reduce what you pay for. Email delivery depends on third-party providers and on the recipient's mail system; we cannot guarantee that every email is delivered or opened.

10. Suspension and termination

We may suspend or terminate an account that breaches these terms, the Acceptable Use Policy, or the law, or that puts the Service or other customers at risk, for example by sending to purchased lists. Where practical we will warn you first. You may delete a business or your account at any time; deletion removes its data as described in the Privacy Policy.

11. Intellectual property

We own the Service and its content. You own your business data, your customers' data and the content you write into your emails. You grant us the licence needed to run the Service for you, and nothing more. Feedback you give us may be used to improve the Service without obligation.

12. Liability

To the extent permitted by law, we are not liable for indirect or consequential losses, lost profits, or lost reviews, and our total liability for any claim is limited to the fees you paid us for the affected business in the twelve months before the claim. Nothing in these terms limits liability that cannot be limited by law.

13. Governing law

These terms are governed by the laws of Portugal. Disputes are subject to the courts of Portugal, without prejudice to mandatory consumer protection rules that apply where you live.

14. Changes to these terms

We may update these terms. Material changes are announced by email or in the dashboard at least 14 days before they take effect. Continued use after that date means you accept the new terms. Questions: hello@【yourdomain】.