Terms of Service

1. Acceptance and Authority

These Terms of Service ("Terms") govern access to and use of Product Signal's hosted SaaS platform, websites, and related services (the "Service"). By accessing or using the Service, creating an account, or signing an order form that references these Terms, you agree to these Terms.

If you use the Service on behalf of a company or other organization, "Customer" or "you" means that organization, and you represent that you have authority to bind it to these Terms. If you do not agree to these Terms, you may not use the Service.

2. Service and Beta Access

Product Signal provides a B2B SaaS platform for product discovery, customer feedback intelligence, semantic search, AI-assisted synthesis, and customer outreach workflows.

The Service may be offered as beta, pilot, early-access, or evaluation software. Beta features may be incomplete, change materially, contain errors, or be discontinued. Unless an order form or separate written agreement says otherwise, beta access is provided without any service-level commitment.

3. Accounts and Customer Administration

Customer is responsible for:

• Ensuring that only authorized users access the Service.
• Maintaining the confidentiality of account credentials and access tokens.
• All activity under Customer accounts, including activity by invited users.
• Promptly notifying us of suspected unauthorized access or security incidents involving Customer accounts.
• Keeping account, billing, and administrator contact information accurate.

4. Orders, Fees, and Payment

Access to paid plans, pilot packages, or beta programs may be described in an order form, checkout flow, invoice, or other written agreement (an "Order Form"). The Order Form controls the subscription term, users, usage limits, fees, payment deadlines, renewal terms, and any special conditions.

Unless the Order Form says otherwise, fees are non-refundable, exclusive of taxes, and payable by the deadline stated on the invoice or Order Form. Customer is responsible for applicable VAT, sales, withholding, or similar taxes, except taxes based on our income. Late amounts may accrue interest and recovery costs as permitted by applicable law.

5. Customer Data and Integrations

"Customer Data" means data, content, feedback, transcripts, notes, contact details, company records, metadata, source credentials, outreach content, responses, and other information submitted to, synced with, or generated through the Service for Customer.

Customer retains all rights in Customer Data. Customer grants us a limited right to host, process, transmit, display, generate outputs from, and otherwise use Customer Data only as needed to provide, secure, support, and improve the Service, comply with law, and enforce these Terms.

Customer is responsible for ensuring it has the necessary rights, notices, consents, permissions, and lawful bases to connect third-party sources, import Customer Data, process personal data, and send or generate outreach through the Service.

6. Privacy and Data Protection

We process personal data as described in our Privacy Policy. When we process personal data in Customer Data on Customer's behalf, Customer is the controller and Product Signal acts as processor, unless a different role is agreed in writing.

If GDPR or similar data protection law requires a data processing agreement, the parties will enter into a DPA. The DPA controls over these Terms for the processing of personal data on Customer's behalf. Our current subprocessors are listed on the Subprocessors page.

7. AI Features and Outputs

The Service may use AI systems to generate embeddings, search results, summaries, extracted pains, hypotheses, outreach drafts, interview follow-ups, and other outputs ("Outputs"). Outputs may be incomplete, inaccurate, outdated, or unsuitable for a particular use case.

Customer is responsible for reviewing Outputs before relying on them, publishing them, or sending them to third parties. Customer must not use Outputs as the sole basis for decisions that produce legal or similarly significant effects on individuals, or in regulated, high-risk, or safety-critical contexts, unless expressly agreed in writing.

We do not use Customer Data to train Product Signal AI models.

8. Outreach and Communications

Customer is responsible for the legality, accuracy, and appropriateness of any outreach, interview question, email, message, or response workflow created, approved, sent, or managed through the Service. Customer must comply with applicable privacy, marketing, anti-spam, ePrivacy, consumer protection, employment, and recording laws.

We may suspend or limit outreach-related functionality if we reasonably believe Customer's use creates legal, security, deliverability, reputational, or abuse risk.

9. Acceptable Use

Customer and its users must not:

• Use the Service for unlawful, deceptive, harmful, or abusive purposes.
• Upload or process sensitive personal data, special category data, payment card data, health data, government identifiers, or children's data unless expressly agreed in writing.
• Send spam, unsolicited communications, or unlawful outreach through the Service.
• Interfere with, probe, scan, disrupt, overload, or attempt to gain unauthorized access to the Service or related systems.
• Transmit malware, malicious code, or content that infringes third-party rights.
• Reverse engineer, copy, resell, sublicense, or provide access to the Service except as permitted by these Terms or an Order Form.
• Use the Service to build a competing product or benchmark the Service publicly without our prior written consent.
• Use third-party integrations in violation of their terms or applicable law.

10. Security and Suspension

We maintain technical and organizational measures designed to protect the Service and Customer Data. Customer remains responsible for secure configuration of its accounts, integrations, exports, user permissions, and devices.

We may suspend access to the Service or remove content if we reasonably believe there is a security risk, unlawful use, breach of these Terms, non-payment, or risk of harm to the Service, Customer, us, or third parties. Where practicable, we will provide notice and work with Customer to resolve the issue.

11. Confidentiality

Each party may receive non-public information from the other party that should reasonably be understood as confidential, including product plans, pricing, credentials, security information, Customer Data, and beta feedback. The receiving party will use confidential information only to perform under these Terms and will protect it using reasonable care.

Confidentiality obligations do not apply to information that is public, already known without restriction, independently developed, rightfully received from a third party, or required to be disclosed by law.

12. Intellectual Property and Feedback

We and our licensors retain all rights, title, and interest in the Service, software, models, workflows, design, documentation, and underlying technology. Subject to these Terms and the applicable Order Form, Customer receives a limited, non-exclusive, non-transferable right to access and use the Service for its internal business purposes.

Customer may provide feedback, suggestions, or beta comments. We may use that feedback without restriction or compensation, provided we do not disclose Customer's confidential information or Customer Data except as permitted by these Terms.

13. Availability, Support, and Changes

We aim to keep the Service available and useful, but we do not guarantee uninterrupted or error-free operation unless a separate written SLA applies. We may perform maintenance, update the Service, add or remove features, or modify beta functionality.

Support commitments, if any, are described in the applicable Order Form or separate written agreement.

14. Term, Termination, and Data Export

These Terms apply while Customer or its users access the Service. Either party may terminate access or an Order Form as stated in the applicable Order Form or separate written agreement. We may terminate or suspend access if Customer materially breaches these Terms and does not cure the breach within a reasonable period after notice, or immediately where the breach creates urgent legal, security, or operational risk.

After termination, Customer's right to access the Service ends. Upon request made within 30 days after termination, we will make Customer Data available for export where technically feasible, unless prohibited by law or security requirements. After that period, we may delete Customer Data according to our retention practices, the DPA, and applicable law.

15. Warranties and Disclaimers

Each party represents that it has the authority to enter into these Terms. Customer represents that it has all rights and permissions needed for Customer Data and its use of the Service.

Except as expressly stated in these Terms or an Order Form, the Service, beta features, AI features, and Outputs are provided "as is" and "as available." To the fullest extent permitted by law, we disclaim all warranties, whether express, implied, statutory, or otherwise, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted availability.

16. Liability

To the fullest extent permitted by law, neither party will be liable for indirect, incidental, special, consequential, exemplary, or punitive damages, or for loss of profits, revenue, goodwill, business opportunities, or data, even if advised of the possibility of those damages.

To the fullest extent permitted by law, each party's total aggregate liability arising out of or relating to the Service, these Terms, or any Order Form is limited to the amounts paid or payable by Customer for the Service in the 12 months before the event giving rise to liability. For free beta or evaluation access, our total aggregate liability is limited to EUR 100.

These limits do not apply to liability that cannot be limited by law, payment obligations, breaches of confidentiality, misuse of intellectual property, or Customer's breach of the Acceptable Use, Customer Data, or Outreach sections.

17. Indemnity

Customer will defend and indemnify us against third-party claims, damages, liabilities, costs, and expenses arising from Customer Data, Customer's breach of these Terms, Customer's use of integrations or outreach features, or Customer's violation of applicable law or third-party rights.

18. Relationship to Other Agreements

These Terms are baseline terms for the Service. If Customer has a signed agreement or Order Form with us, that agreement or Order Form controls over these Terms to the extent of a conflict. The DPA controls over these Terms for processing personal data on Customer's behalf.

19. Governing Law and Disputes

These Terms are governed by the laws of Belgium, excluding conflict-of-law rules. The courts of Belgium will have jurisdiction over disputes arising from or relating to these Terms, unless mandatory law requires otherwise.

20. Changes to Terms

We may update these Terms from time to time. We will notify Customer of material changes by email, through the Service, or by updating the "last updated" date above. Changes do not materially reduce rights under an active Order Form during its current term unless required by law or agreed by Customer.

21. Contact

Questions about these Terms should be sent to:

legal@productsignal.com