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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.
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.
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.
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.
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.
Acceptable use
Fawna may not be used to process content unlawfully or infringe the rights of another person or organization, upload malware or harmful code, attempt unauthorized access, bypass limits or security controls, reverse engineer or misuse the service to create a competing product, or use AI-assisted outputs as the sole basis for decisions that legally or ethically require human review.
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.
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.
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.
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.
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.
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.
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.
Suspension and termination
Customers may stop using Fawna or cancel a subscription. Fawna may suspend or terminate access for material violation, non-payment, unlawful use, or legal requirements.
Changes to these Terms
These Terms may be updated to reflect product changes, legal requirements, or operational practices. Continued use after the effective date of revised Terms constitutes acceptance.
Contact
Questions about these Terms may be sent to legal@fawna.com.