Terms of Service

Last updated: May 25, 2026

These Terms of Service (“Terms”) govern your access to and use of the Gripe service, including the marketing site at usegripe.com, the dashboard at app.usegripe.com, the embeddable widget, and all related APIs (together, the “Service”). By using the Service, you agree to these Terms.

1. The provider

The Service is operated by ⟪Legal entity name⟫, ⟪Form (SAS, SARL, etc.)⟫, registered office ⟪Postal address⟫, France, SIREN ⟪SIREN⟫ (“Gripe”, “we”, “us”). You can contact us at hello@usegripe.com.

2. What the Service does

Gripe captures and processes customer feedback (voice and text) submitted through an embeddable widget, clarifies and categorizes it with AI, and surfaces it in a dashboard. The Service is currently in public Beta. Features, performance, availability and pricing may change without notice during this period.

3. Eligibility & account

• You must be at least 16 years old and able to enter into a binding contract.
• The Service is intended for professional use (B2B). It is not designed for consumer use.
• You are responsible for keeping your credentials secure and for any activity under your account.

4. Beta program

During the Beta, the Service is provided as is and free of charge within reasonable usage limits. We do not provide a Service Level Agreement, may suspend or modify the Service at any time, and are not liable for any consequence of doing so. Paid plans may launch with notice; you will not be billed without explicit acceptance of a commercial agreement.

5. Your responsibilities

• You must obtain valid consent from your end-users before deploying the Gripe widget on their behalf.
• You must not use the Service to capture sensitive personal data (health, racial origin, religious beliefs, etc.) or payment-card data.
• You must not use the Service to harass, defame, or harm any third party.
• You must not attempt to reverse-engineer, abuse rate limits, or circumvent the technical protections of the Service.
• You must comply with all applicable laws (data protection, consumer law, intellectual property).

6. Intellectual property

• Your content stays yours. Feedback submitted through the widget, your dashboard configuration and any data you upload remain your property.
• You grant Gripe a non-exclusive, worldwide, royalty-free license to host, transmit, process and display your content for the sole purpose of providing the Service to you.
• The Service itself, including its software, design and brand, is the exclusive property of Gripe and protected by intellectual-property law. No license is granted beyond what is necessary to use the Service.

7. AI processing

The Service uses third-party AI providers (OpenAI Whisper, Anthropic Claude) to transcribe and clarify feedback. These providers process content only to deliver the API response and confirm in writing that inputs are not used for model training. AI-generated summaries and categories are opinions, not facts; we make no guarantee as to their accuracy. The raw input is always preserved.

8. Privacy

Personal data processed through the Service is governed by our Privacy Policy, which forms an integral part of these Terms.

9. Suspension & termination

• You may stop using the Service at any time. You can request account deletion by writing to hello@usegripe.com.
• We may suspend or terminate your access without notice if you breach these Terms, abuse the Service, or pose a risk to the Service or other users. We will give reasonable notice when circumstances allow.

10. Disclaimer of warranties

To the maximum extent permitted by law, the Service is provided “as is” and “as available”, without any express or implied warranties (including merchantability, fitness for a particular purpose, non-infringement, accuracy or uninterrupted availability).

11. Limitation of liability

To the maximum extent permitted by law, Gripe is not liable for any indirect, incidental, consequential, special or exemplary damages (lost profits, lost data, loss of business, etc.). Our aggregate liability for any direct damages will not exceed the greater of (a) the amount you paid us in the 12 months preceding the event giving rise to liability, or (b) one hundred euros (€100). Nothing in these Terms excludes liability for gross negligence, wilful misconduct, or any liability that cannot be excluded under applicable law.

12. Confidentiality

Each party must keep confidential the other party's non-public information disclosed in connection with the Service and use it solely to perform these Terms.

13. Changes to the Service or Terms

We may update these Terms from time to time. Material changes will be communicated by email at least 30 days before they take effect. If you do not accept the new Terms, you must stop using the Service before they take effect.

14. Governing law & dispute resolution

These Terms are governed by French law. Before any litigation, the parties agree to attempt resolution in good faith for at least 30 days. Failing that, the courts of ⟪City of registered office⟫ have exclusive jurisdiction, subject to any consumer protection rules that grant the user the right to sue in their own jurisdiction.

15. Miscellaneous

• If any clause is held unenforceable, the rest remains in force.
• You may not assign these Terms without our written consent; we may assign them in connection with a corporate reorganization or sale.
• These Terms, together with the Privacy Policy, constitute the entire agreement between you and Gripe regarding the Service.

16. Contact

⟪Legal entity name⟫
⟪Postal address⟫, France
hello@usegripe.com