Terms of Service

1. Agreement

By creating an account on InsightLoop or using the platform in any way, you agree to these Terms of Service. If you are using InsightLoop on behalf of a company or other organization, you represent that you have authority to bind that entity to these terms, and “you” refers to that entity.

InsightLoop is operated by ZAA Cloud LLC. In these terms, “we”, “our”, and “us” refer to ZAA Cloud LLC. Our Privacy Policy and Cookie Policy are part of this agreement.

2. The service

InsightLoop is a customer feedback platform. It lets teams create projects, collect feedback from multiple channels, group similar feedback into themes, draft product specifications, manage a public or private feedback portal and roadmap, connect an identity provider for single sign-on and directory sync, and run a Model Context Protocol (MCP) server that AI coding agents can use to read and update project data.

We may add, change, or remove features at any time. We will make reasonable effort to communicate significant changes in advance.

Custom domains

On eligible plans you can serve a feedback portal from your own domain. You confirm that you own or are authorized to use any domain you connect, and you are responsible for the DNS records it requires. By connecting a domain you authorize us and our infrastructure providers to issue and renew the TLS certificates needed to serve it securely. We may stop serving a custom domain if it can no longer be verified, your plan no longer includes the feature, or it is used in breach of these terms. Your portal stays reachable on its InsightLoop address.

Beta and preview features

From time to time we make beta, alpha, or preview features available, labeled inside the product. Beta features are provided as is, without any warranty, and may be changed or discontinued at any time. They may also carry additional terms shown when you opt in. Do not rely on beta features for production work or critical decisions.

3. Accounts

Registration

You must provide accurate information when creating an account. You can register with your email address, which you verify before setting a password, or by signing in with Google, GitHub, or Microsoft. An organization can also add you through single sign-on or directory sync. You must be at least 16 years old to create an account.

Anonymous portal access

When a visitor votes, comments, or submits feedback on a public feedback portal, we create an anonymous session so they can do so without an account. Browsing the portal alone does not create one. Project admins can require sign-in on their portal, which disables anonymous access. When an anonymous visitor later signs up or signs in, their activity is transferred to the new account.

Account security

Keep your credentials and API keys confidential. You are responsible for activity that happens under your account or with your API keys. Tell us right away if you suspect unauthorized access at privacy@insightloop.io.

One account per person

Each account should be used by a single individual. Do not create multiple accounts to bypass access controls, usage limits, or free-tier limits.

4. Acceptable use

You agree not to:

• Upload or post content that is illegal, defamatory, harassing, or infringes another person’s rights
• Upload malware, viruses, or scripts intended to disrupt the service
• Attempt to access data belonging to another project, account, or user without authorization
• Probe, scan, reverse-engineer, or interfere with our infrastructure or security controls
• Collect personal data from end users through the platform without their consent and without complying with applicable privacy laws
• Use automated tools to scrape data beyond what we explicitly allow in our robots.txt, or submit content at a scale that degrades the service for other customers
• Use the platform to send unsolicited marketing, spam, or phishing content
• Resell, sublicense, or expose the platform to your own customers as if it were your service, except as expressly allowed by your subscription
• Use the platform in a way that violates any law that applies to you, your team, or your end users

We may remove content and suspend accounts that violate these rules. Where the violation is not severe, we will try to give notice and an opportunity to fix the issue before taking action.

5. Copyright complaints

If you believe content posted on a public feedback portal hosted by InsightLoop infringes a copyright you own or are authorized to enforce, send a written notice to support@insightloop.io with the following information:

• A description of the copyrighted work you claim has been infringed
• The URL or other clear identifier of the allegedly infringing material
• Your name, address, telephone number, and email
• A statement that you have a good-faith belief that the use is not authorized by the rights holder, an agent, or the law
• A statement, under penalty of perjury, that the information in the notice is accurate and that you are authorized to act on behalf of the rights holder
• Your physical or electronic signature

We will review the notice and may remove or restrict access to the content while we investigate. We close accounts of users we determine, in our reasonable judgement, are repeat infringers.

6. Your content

Ownership

You own the feedback, comments, files, project configuration, and other content you submit to InsightLoop. We do not claim ownership of your content.

License you grant us

You grant ZAA Cloud LLC a worldwide, non-exclusive, royalty-free license to host, store, process, display, and transmit your content as needed to operate the service for you, including sending it to our sub-processors for the purposes described in our Privacy Policy. For content posted to a public feedback portal, this license also covers serving the content to search engines, the AI crawlers listed in our robots.txt, and structured-data consumers. The license ends when you delete the content or your account, except where retention is required to defend a claim or to meet a legal obligation.

File uploads

Uploads are limited to PNG, JPG, WebP, and PDF formats, up to 5 MB per file. We may reject files that exceed those limits or do not match the allowed formats.

Your responsibility

You are responsible for the content you upload and the data your integrations send us. If you collect feedback from your own customers, you are responsible for telling them how their data is used, obtaining any required consent, and meeting your obligations under applicable privacy laws.

Feedback to us

If you send us suggestions about InsightLoop itself (bug reports, feature requests, or ideas), we can use that input freely without owing you anything in return. This does not affect your ownership of your other content.

7. Teams and projects

Roles and permissions

Each project has built-in Admin, Moderator, and Member roles, and can have custom roles on supported plans. Project admins control who has access and what they can do. We do not intervene in access decisions within your projects.

Invitations

Invitations join people to an organization and, optionally, to one of its projects. They expire after 7 days by default, and inviters can revoke an invitation before it is accepted.

Organizations

Every project belongs to an organization. The organization holds your team, owns its projects, and is the entity your subscription attaches to. The organization owner is responsible for the organization, its plan, and its projects, while a subscription is paid from the account of the person who bought it. The Plans and billing section explains how usage counts against the organization's plan.

Transfers

An organization owner can transfer ownership to another organization member, or transfer a project to another user. Both require the recipient to accept within 7 days. Accepting ownership makes you responsible for the organization and its plan, and a running subscription keeps billing whoever bought it until it ends, as the Who pays section explains. Accepting a project moves it into your own organization, counts it against your plan, and removes the previous team's access to it.

Single sign-on and directory sync

An organization can connect its own identity provider so its team signs in with SAML single sign-on. An organization admin can also require single sign-on for the organization's verified email domain. When it is required, members on that domain sign in through the identity provider instead of a password or social login. The organization keeps at least one break-glass account that can still sign in another way if the identity provider is unavailable. We refuse any change that would remove the last one, including a removal or deactivation sent by the directory, and an admin can turn the requirement off at any time.

An organization can also connect a directory (SCIM) so its identity provider manages membership automatically. Through this connection it can:

• Create and update members automatically, sometimes before a person signs in for the first time. First-time single sign-on users are added as members in the same way.
• Remove a member, which ends their access to the organization and its projects while leaving their account intact.
• Deactivate a member, which signs them out and blocks them from signing in until the organization restores access.

People added this way count toward the organization's seats. If the directory deactivates the organization's owner, an organization admin can claim ownership so billing and administration continue.

Data isolation

Each project’s data is isolated. Members of one project cannot see or modify another project’s data unless they have been granted access. Organization owners and admins can access every project in their organization.

8. Third-party integrations

InsightLoop can connect to third-party tools, including GitHub, Linear, Jira, Intercom, and Slack. When you connect a tool, you authorize us to read data from it, to register and remove the webhooks we need to receive its updates, and, where supported, to write status changes, edits, comments, and deletions back to it. You can disconnect a tool at any time from your project settings, and an uninstall or revocation made in the tool itself has the same effect.

You must own or have permission to connect each account and workspace you use. Your use of each third-party tool remains subject to that tool’s own terms. We are not responsible for the availability, accuracy, or behavior of third-party tools, but we will make reasonable effort to handle their failures cleanly.

9. AI features

InsightLoop uses AI to group feedback into themes, suggest categories, and draft product specifications. AI output is produced from your content and may contain errors, omissions, or statements that look more confident than they should. You are responsible for reviewing any AI output before relying on it, sharing it, or shipping from it.

By uploading content to InsightLoop, you authorize us to send that content to our AI sub-processor (currently OpenAI) to produce these outputs, in the ways described in our Privacy Policy. We do not send names, email addresses, or other account data. Our AI sub-processor is contractually prohibited from training models on this content. This authorization forms part of the license you grant under “Your content” and ends when you delete the content.

You retain all rights to your content. As between you and us, you also own any AI-generated drafts produced from your content, subject to the rights and limitations applicable to AI output under your jurisdiction. You are responsible for confirming that any AI-generated output you publish does not infringe a third party’s rights.

10. API and MCP access

You can create project-scoped API keys to use our REST API and our Model Context Protocol (MCP) server. An API key acts as the member who created it. It carries that member’s permissions, resolved fresh on every request, and can never read or change more than that member can. Removing or downgrading that member changes what their keys can do immediately, and deactivating them, including through your directory, stops their keys working.

• Keep API keys confidential. Treat them like passwords.
• We may apply rate limits to protect the service. Current limits are published on our limits page and may change with reasonable notice.
• You are responsible for what an AI agent or any other client does with your data once it reads it through your API key. Review the agent’s privacy terms before connecting it.
• We can suspend or revoke API keys that abuse the service, threaten security, or generate excessive load, with notice where possible.

11. Plans and billing

Plans

InsightLoop is offered on a Free plan, self-serve paid plans (Builder, Pro, and Business), and a sales-led Enterprise plan. The current plans, prices, and what each one includes are on our pricing page, and the usage limits for each plan are on our plan limits page. The Free plan needs no payment method and has no time limit. It is how you try InsightLoop.

The Enterprise plan runs for the term in its order form. We remind you before the term ends, and when it ends without a renewal the organization moves to the Free plan until a new term or a self-serve plan is in place.

Each project is billed to the organization that owns it. Members collaborate on the organization’s plan and do not pay separately. Activity inside a project, including feedback, team seats, AI runs, file storage, and API usage, counts toward the organization’s plan.

Payments and taxes

Payments are processed by LemonSqueezy, our merchant of record. LemonSqueezy handles checkout, payment methods, receipts, invoices, and any applicable taxes. When you subscribe, you authorize LemonSqueezy to charge your payment method for the plan you selected. Paid plans are billed in advance, in U.S. dollars unless stated otherwise, and renew automatically each billing period (monthly or annual) until you cancel. Prices are exclusive of tax. Where sales tax, VAT, or a similar tax applies, LemonSqueezy adds it at checkout.

Usage limits and extra capacity

Each plan has published limits, such as the number of projects, team seats, monthly AI operations, and file storage. We warn you in the product as you approach a limit and stop the next action of that kind once a limit is reached, except inbound integration deliveries, which are held and processed when there is room. You are never charged for going over. To get more room you either add capacity where your plan sells it, upgrade, or wait for the monthly counters to reset at the start of the next calendar month. File storage and per-project feedback counts reflect what currently exists and do not reset. The current numbers are on our plan limits page.

Some plans let you buy extra capacity of one kind, up to a published ceiling: Pro can add up to 40 seats and Business can add up to 10 projects. It is charged per unit per month on top of the base price.

• You add it yourself from your billing page. We never add it for you because of how much you have used.
• An increase takes effect right away, and you pay a prorated amount for it.
• A decrease also takes effect right away and lowers your next invoice. There is no refund for the part of the period already paid.
• You cannot reduce capacity below what you are currently using.

Cancellation, downgrades, and refunds

You can cancel or change your plan at any time from your billing page.

• Upgrades take effect right away. LemonSqueezy charges the prorated difference at once. An upgrade that also changes your billing cycle, monthly to annual or annual to monthly, starts a new billing period that day: it is charged as a new period, minus a credit for the unused part of your current plan, and your billing date moves to that day. If the credit is larger than the charge, the rest comes off your next payments.
• Moves to a cheaper plan take effect at your next renewal, so you keep what you paid for until then.
• Cancellation takes effect at the end of the current billing period. You keep paid access until then, move to the Free plan afterward, and can resume at any time before the period ends.
• Cancelling while a payment is overdue ends the subscription right away, and it cannot be resumed.

Downgrading does not delete content that exceeds the new plan’s limits. That content stays in place, and new actions of that kind are blocked until you are back under the limit or upgrade again. The one thing that does change with your plan is how long we keep attachments on feedback that is closed or archived. That window runs from when a file was uploaded, so moving to a plan with a shorter one can bring existing files into scope for removal at once. Each plan publishes its window in the Limits Policy. We email the organization owner before anything is removed, and files on open feedback are never affected however old they are.

Except where the law or a mandatory consumer right requires otherwise, fees already paid are non-refundable, and we do not provide prorated refunds for a partial period. Where a refund does apply, it is handled through LemonSqueezy as merchant of record. A full refund of an active subscription's first payment ends the subscription at once, and the organization moves to the Free plan.

Who pays

A subscription is billed to the LemonSqueezy account of the person who bought it, and its payment method, receipts, and invoices stay in that account. If ownership of the organization moves to someone else, the subscription keeps billing the original account until it ends. The new owner can cancel it, lower its extra capacity, or move it to a cheaper plan on the same or a shorter billing cycle, but cannot add to its charges or see that account. To take billing over, they cancel it and subscribe on their own account once it ends. LemonSqueezy keeps one account per email address, so anyone who checks out with the same email shares one account.

Failed payments

If a renewal payment fails, LemonSqueezy retries it up to four times over about two weeks, and we show a notice asking you to update your payment method. Your plan stays active while it retries. If the last retry fails too, we cancel the subscription, which ends it right away. The organization moves to the Free plan until you subscribe again. Your data is kept throughout, and scheduled attachment removal is suspended for as long as a subscription is lapsed or paused, so a billing problem never costs you files.

Open-source sponsorship

Maintainers of qualifying open-source projects can apply for a sponsored Pro plan through our open-source program. If approved, you receive a discount code to redeem at checkout within 30 days. Because the sponsorship covers the whole plan, a sponsored subscription changes plan or adds extra capacity by agreement with us rather than through self-service checkout. Sponsorship is granted at our discretion and may end if the project no longer qualifies.

Price and plan changes

We may change prices and what a plan includes. For a material price increase that affects you, we will give at least 30 days’ notice by email or in-product. Changes take effect at the start of your next billing period. If you do not accept a change, you can cancel before it takes effect.

12. Service availability

We aim for high availability and a fast service, but we do not guarantee uninterrupted or error-free operation. There is no service-level commitment on the Free, Builder, or Pro plans. Uptime commitments and credits, if any, are described in a separate agreement for the Business or Enterprise plans. Planned maintenance is announced in advance when possible.

13. Confidentiality

In the course of using InsightLoop, each party may receive non-public business or technical information from the other. Each party will use the other’s confidential information only as needed to perform under these terms, protect it with at least the same care it uses for its own confidential information of similar importance (and no less than reasonable care), and not disclose it except to employees and contractors who need to know and are bound by similar obligations.

These obligations do not apply to information that is public through no fault of the receiving party, was known to the receiving party before disclosure, is independently developed without reference to the confidential information, or is disclosed in response to a valid legal compulsion, where lawful, with notice to the other party in time to seek protection.

14. Data protection

When InsightLoop processes personal data on your behalf, you are the data controller and ZAA Cloud LLC is the processor. Our handling of personal data is described in our Privacy Policy.

A Data Processing Addendum (DPA) is available on request from privacy@insightloop.io. The DPA documents our obligations under the EU General Data Protection Regulation, the UK GDPR, the Swiss Federal Act on Data Protection, and similar laws. Once countersigned, it forms part of these terms, and the European Commission’s Standard Contractual Clauses (with the UK addendum and the Swiss equivalent where applicable) apply automatically to covered international transfers.

You can request a copy of your customer data at any time by emailing privacy@insightloop.io. You can permanently delete your account from your account settings. We confirm the request by email before anything is removed, and deletion completes within 30 days: the data is removed from active systems and from all backup copies. The prerequisites and what happens to your projects and authored content are described in our Privacy Policy.

15. Intellectual property

The InsightLoop name, logo, design, and underlying code are the property of ZAA Cloud LLC. These terms do not grant you any rights to our intellectual property beyond the right to use the service as described here.

All third-party trademarks (such as Google, Microsoft, Cursor, Claude, Antigravity, Windsurf, GitHub, Linear, Jira, Intercom, Slack, and OpenAI) belong to their respective owners. We reference them only to describe sign-in options, integrations, and compatibility.

16. Disclaimers

InsightLoop is provided “as is” and “as available”, without warranties of any kind, whether express, implied, or statutory, including warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranty arising out of course of dealing or usage of trade. We do not warrant that the service will meet your requirements, that AI output will be accurate, or that the service will operate without interruption or error. Some jurisdictions do not allow the exclusion of certain warranties. In those places, the disclaimer applies to the maximum extent permitted by law.

17. Limitation of liability

To the maximum extent permitted by law:

• ZAA Cloud LLC is not liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or any loss of profits, revenue, data, goodwill, or business opportunity, arising from your use of the service, even if advised of the possibility.
• Our total liability for any claim related to the service is limited to the amount you paid us in the 12 months before the event giving rise to the claim, or US$100, whichever is greater.

These limits do not apply to liability that cannot be excluded or limited under applicable law (for example, fraud, gross negligence, wilful misconduct, or statutory consumer rights).

18. Indemnification

You agree to defend and indemnify ZAA Cloud LLC, its affiliates, and their officers, employees, and agents against any third-party claim arising from your content, your use of the service in violation of these terms, or your violation of any applicable law. We will tell you promptly about any claim we learn of, let you control the defense (with counsel we approve, which we will not unreasonably withhold), and reasonably cooperate at your expense. You may not settle a claim in a way that admits our fault or imposes obligations on us without our written consent.

19. Termination

By you

You can stop using InsightLoop and delete your account at any time from your account settings. The prerequisites, what happens to your projects and authored content, and how your personal data is removed are described in Data protection and our Privacy Policy.

By us

We may suspend or terminate your account if you violate these terms, if your use poses a security risk, or if we are required to do so by law. We may also close a Free organization that has been inactive for an extended period. Where possible we will email you first so you can sign in to keep it or request a copy of your data.

Effect of termination

Sections that by their nature should survive termination will survive, including ownership, the license you granted us, fees already accrued, confidentiality, disclaimers, limitations of liability, indemnification, governing law, and dispute resolution. Customer-data handling after termination is described in the Data protection section above.

20. Governing law and disputes

These terms are governed by the laws of the State of Delaware, United States, without regard to its conflict-of-law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

Disputes will be brought in the state or federal courts located in Delaware, and you and ZAA Cloud LLC consent to the jurisdiction of those courts. Nothing here prevents either party from seeking injunctive relief to protect its intellectual property or confidential information.

If you are a consumer based in the European Economic Area, the United Kingdom, or Switzerland, you may also have the right to bring a claim in the courts of your country of residence, and this clause does not deprive you of mandatory consumer protections that apply in your country.

21. Sanctions and export controls

You represent that you, your authorized users, and your end users are not located in, and are not nationals or residents of, any country or region subject to comprehensive U.S. sanctions, and that none of you appear on any U.S. government denied-party, sanctions, or watch list. You will not use InsightLoop in a way that violates U.S. export-control laws or the trade-sanctions laws of any country with jurisdiction over you. We may suspend access if we reasonably believe that continued use would put us in breach of these laws.

22. General provisions

Entire agreement

These terms, together with our Privacy Policy, Cookie Policy, any Data Processing Addendum we have signed, and any order form or written addendum between us, form the entire agreement on this subject and supersede prior agreements. If there is a conflict, a signed order form prevails over these terms, and these terms prevail over the Privacy and Cookie Policies on the same subject.

Notices

Notices to us should be sent to support@insightloop.io. Notices to you may be sent to the email associated with your account or posted in the product. Notices are deemed received on the day they are sent if no bounce or delivery error is recorded.

Assignment

You may not assign these terms without our written consent, except in connection with a merger, acquisition, or sale of all or substantially all of your assets. We may assign these terms to a successor or affiliate in connection with a similar transaction.

Force majeure

Neither party is liable for delays or failures caused by events beyond reasonable control, including acts of God, war, civil unrest, natural disasters, government action, third-party service failures, internet outages, and labour disputes.

Severability and waiver

If a court finds any provision of these terms unenforceable, the remaining provisions stay in effect, and the unenforceable provision will be modified to the minimum extent needed to make it enforceable while preserving its intent. A party’s failure to enforce a provision is not a waiver of that provision or of any other.

No third-party beneficiaries

These terms create rights only between you and ZAA Cloud LLC. Nobody else may enforce them or claim them as a beneficiary.

Independent contractors

The parties are independent contractors. These terms do not create an agency, partnership, joint venture, or employment relationship.

23. Changes to these terms

We may update these terms from time to time. When we do, we will revise the “Last updated” date at the top. Continuing to use InsightLoop after a change takes effect means you accept the revised terms. For material changes, we will notify account holders by email or in-product at least 30 days before the change takes effect, unless a shorter notice is required by law, security, or operational necessity. If you do not agree with a material change, you can stop using the service and close your account before the change takes effect.