Terms of Service

Last updated: July 7, 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 creating an account or using the Service, you agree to these Terms. If you use the Service on behalf of an organisation, you confirm you are authorised to bind that organisation.

1. The provider

The Service is operated by Paul-Henri Blaiset, an individual based in France (“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. Gripe is a subscription service offered on the plans described on our pricing page (usegripe.com/#pricing), with a free trial (section 4). We may add, change or retire features over time; where a change materially reduces the core functionality of a paid plan, section 13 applies.

3. Eligibility & account

• You must be at least 18 years old and have the legal capacity to enter into a binding contract (or be authorised to bind the organisation you represent).
• The Service is designed for professional (B2B) use by product and startup teams.
• You are responsible for keeping your credentials secure and for any activity under your account.

4. Subscriptions, free trial & billing

• Plans & price. The Service is offered on the plans and prices shown on our pricing page (usegripe.com/#pricing; currently Solo, Pro and Business), billed monthly in advance. Prices are shown in US dollars; your local currency and any taxes are set at checkout by our Merchant of Record (below). Each plan includes a monthly feedback quota; once the quota is reached, new feedback is paused until the next monthly cycle or until you upgrade.
• Free trial. New workspaces start a 30-day free trial, no payment method required. At the end of the trial you can choose a paid plan to continue — we never charge a card you did not enter.
• Merchant of Record. Payments are processed by Polar (polar.sh), acting as our Merchant of Record (“Polar”). Polar is the reseller of record for your purchase: it runs checkout, issues the invoice, and collects and remits any applicable taxes (VAT/sales tax). Your purchase is therefore also subject to Polar's own terms and privacy policy. Gripe never receives or stores your full payment-card details.
• Renewal & cancellation. Paid subscriptions renew automatically each month until cancelled. You may cancel at any time from your dashboard or via the customer portal; the cancellation takes effect at the end of the current billing period, and you keep access until then.
• Failed payments. If a renewal payment fails, we may retry and may suspend the Service until payment succeeds.
• Refunds. Except where required by law, fees already paid are non-refundable.
• Price changes. We may change plan prices with at least 30 days' notice by email; a change takes effect at your next renewal, and you may cancel before it applies.

5. Your responsibilities

• You control the end-user feedback you collect. As between you and Gripe, you are the data controller for the personal data your end-users submit through the widget, and Gripe acts as your processor: we process that data only on your documented instructions and solely to provide the Service. You are responsible for the lawful basis and for obtaining any consent required before deploying the widget, and for informing your end-users.
• You must not use the Service to capture special-category personal data (health, racial or ethnic 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 text input is always preserved; raw voice recordings are transcribed in memory and not stored (see the Privacy Policy).

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 and cancel your subscription (section 4). You can request account deletion by writing to hello@usegripe.com.
• We may suspend or terminate your access if you breach these Terms, abuse the Service, fail to pay, 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 (and may cancel under section 4) 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 French courts have 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 sale or transfer of the business operating the Service.
• These Terms, together with the Privacy Policy, constitute the entire agreement between you and Gripe regarding the Service.

16. Contact

Paul-Henri Blaiset
France
hello@usegripe.com