Terms of Service

1. Who we are and this agreement

Fixback is provided by Wemuda ApS, a Danish private limited company (anpartsselskab), CVR 38275437, Kronprinsessegade 54, 5., 1306 København K, Denmark (“Fixback”, “we”, “us”). These Terms are an agreement between us and the business or person that uses the service (“you”, the “Customer”).

If you accept these Terms on behalf of a company or other organisation, you confirm that you are authorised to bind it, and “you” means that organisation. You accept them by creating an account, by signing in for the first time, or by using the service. If you do not agree, do not use Fixback.

Our Data Processing Agreement (DPA) forms part of these Terms. Our Privacy Policy explains how we handle personal data about you as an account holder.

2. Who may use Fixback

Fixback is for businesses and professionals. You may use it only if you are at least 18 years old and you use it for your trade, business or profession, not as a consumer. You may not use Fixback if you are barred from receiving services under the laws that apply to you.

3. The service

Fixback turns what people see, say or struggle with on your website or app into Issues. Its SDKs capture feedback and runtime errors with a record of the session; Fixback analyses them into a Brief; and the dashboard is where your team triages them and hands them to a coding agent, your own or a hosted Run.

We develop Fixback continuously and may change, add or remove features. If a change materially reduces a paid plan you are on, we will tell you in advance, and you may cancel before it applies to you. Features marked beta or preview are offered as they are and may change or end.

We work to keep Fixback available, but we do not promise that it will be uninterrupted or free of errors. We may pause it for maintenance and will try to announce planned work in advance.

4. Accounts, workspaces and Members

You sign in with a link we email you, or with a sign-in provider you choose, such as Google or GitHub. Keep access to your email and provider accounts secure. You are responsible for what happens under your account, and must tell us promptly at support@fixback.dev if you believe it has been compromised.

Work happens in workspaces. Everyone in a workspace is a Member, with one of two roles: Owners invite and remove Members, manage billing and can delete the workspace; Collaborators use the rest of the product. The workspace belongs to the Customer that set it up, and its Owners act for that Customer. You are responsible for your Members' use of Fixback and for keeping your workspace's Members current.

People you invite to report on your site or app (Reporters) sign in to Fixback to do so. These Terms apply to their use of Fixback too. What they submit to your workspace is your Customer Data.

Keep your API keys, secret keys and Member API keys secret. Anyone holding one can act with it, and you are responsible for what is done with keys issued to your workspace.

5. Your data

Customer Data is what you, your Members, your Reporters and your end users submit to Fixback through the SDKs, the dashboard, the API or an integration: feedback, screenshots, session replays, console and network logs, narration audio and transcripts, error reports, and the Issues, Briefs and Runs made from them. You own your Customer Data. You grant us the right to host, copy, process, transmit and display it only to provide, secure and support the service for you.

For personal data in Customer Data, you are the controller and we are your processor. The Data Processing Agreement governs that processing.

You are responsible for your capture, and in particular for:

• having a lawful basis for capturing data from your end users through Fixback;
• telling your end users that you use Fixback, for example in your privacy notice, and getting any consent that session recording, error capture or storage on their device requires where they are;
• configuring the SDKs for your product: their masking, scrubbing and opt-in body capture, and the beforeSend hook, so that you capture no more than you need;
• the accuracy of the data and the instructions you give us through your settings.

We do not sell Customer Data, and we do not use it to train AI models.

6. Acceptable use

You will not, and will not let anyone else:

• capture data unlawfully, or without the notice and consent the law requires;
• deliberately capture special categories of personal data (such as health, biometric or financial account data), children's data, or payment card numbers, or switch off masking to do so;
• use Fixback to send, store or run anything unlawful, infringing, harmful or malicious, including malware;
• probe, scan, attack or overload the service, get around its limits, security or access controls, or access another customer's data;
• scrape the service, or use it to build a competing product;
• resell, sublicense or provide Fixback to third parties as a service of your own, except to the clients whose products you build, within your workspace;
• reverse engineer the service, except where the law allows it despite this restriction.

We may remove content or suspend access that breaks these rules, as set out under Suspension and termination.

7. AI features and hosted Runs

Fixback uses AI models. Briefs, Issue titles and kinds, duplicate suggestions and the cuts of a Walkthrough are generated by models from the evidence captured. They can be incomplete or wrong. Check them before you rely on them.

A hosted Run has a coding agent work on your connected repository in an isolated sandbox and open a pull request. Review every pull request before you merge it. If you choose a merge policy that merges without a review, you choose to merge without that review. You are responsible for the code you merge and deploy, and for the repositories and permissions you connect to Fixback.

When you hand an Issue to a coding agent of your own, such as through a prompt or an Open in link, that agent and your account with its provider are governed by your agreement with that provider, not by these Terms.

8. Fees and billing

Plans and usage

Fixback offers the Free, Pro, Team, and Scale plans described on our pricing page and in the billing documentation. A plan's fee includes an amount of usage each month (Included usage). Usage beyond it (On-demand usage) is billed at the published rates, up to the on-demand cap an Owner sets. When usage reaches the cap, new Briefs and new hosted Runs pause until the cap is raised or the next month begins; collecting feedback and errors does not pause.

Free credit

The first workspace an account creates receives a one-time $5 Free credit of usage. It is granted once per account, not once per workspace, and is not renewed. It has no cash value and cannot be transferred, exchanged or refunded. Promotional offers, such as the Founding 100, follow the terms shown when you claim them.

Payment

Prices are in US dollars and exclude taxes. VAT or sales tax is added where it applies. Payments are processed by Stripe; by adding a payment method you authorise us, through Stripe, to charge it:

• a paid plan's fee monthly, in advance, prorated in the month you start or change plan;
• On-demand usage monthly, after it is used;
• On-demand usage early, on an interim invoice, whenever $50 of On-demand usage builds up within a month.

The Scale plan is agreed with you in writing, and its terms prevail where they differ from these.

Price changes

We may change our prices. We will tell the Owners of affected workspaces by email at least 30 days before a change applies to them, and it applies from the first billing month after that notice. If you do not agree, you may change plan or stop using the paid service before it applies.

Refunds

Fees are not refundable, except where the law requires a refund or these Terms say otherwise. Moving to the Free plan takes effect at the end of the current month; moving between paid plans takes effect at once and is prorated.

Late payment

If a payment fails, Stripe retries it. If an invoice is still unpaid once the retries are exhausted, new Briefs and new hosted Runs pause until it is paid. If it stays unpaid, we may suspend the workspace after telling its Owners. You remain responsible for amounts due.

9. Suspension and termination

By you

You may stop using Fixback at any time. An Owner can move a workspace to the Free plan, which ends its paid plan at the end of the month, or delete the workspace in its settings.

By us

We may suspend a workspace or an account, or end these Terms for it, if you materially breach them (including non-payment or the acceptable-use rules), if your use puts the service, other customers or third parties at risk, or if the law requires us to. We will tell you beforehand where that is reasonable, and give you a chance to put things right where the breach can be remedied. A suspended workspace keeps its data, but stops collecting new reports and starting new work. We may also end the service for everyone with at least 90 days' notice.

What happens to your data

When an Owner deletes a workspace, an Owner can restore it for 30 days. After that, the workspace and its Customer Data, including stored screenshots, replays and recordings, are permanently deleted. When we delete a workspace on termination, it is permanently deleted after 24 hours. Before a workspace is deleted, its Members can retrieve what they need through the dashboard and the API. We keep the records the law requires us to keep, such as invoices, for as long as it requires.

Sections that by their nature should survive the end of these Terms do so, including those on fees owed, intellectual property, confidentiality, disclaimers, liability, indemnity and governing law.

10. Intellectual property

Fixback, its software, design and documentation, and everything we provide other than your Customer Data, belong to us and our licensors. We grant you a non-exclusive, non-transferable right to use the service under these Terms while they apply. The Fixback SDKs and CLI are also published under their own open-source licences, which govern your use of that code.

You keep all rights in your Customer Data and your code. As between you and us, the code a hosted Run writes for your repository is yours.

11. Suggestions

If you send us ideas or suggestions about Fixback, we may use them freely, without any obligation to you. This does not give us any right to your Customer Data.

12. Confidentiality

Each of us will keep the other's confidential information confidential, use it only to perform these Terms, and share it only with people who need it for that and are bound to keep it confidential. This does not cover information that is or becomes public through no fault of the receiver, that the receiver already had or develops independently, or that it must disclose by law, in which case it will tell the other first where it may. Your Customer Data is your confidential information.

13. Third-party services

Fixback works with services you choose to connect or use: GitHub for your repositories, sign-in providers, Stripe for payment, and coding agents of your own. Your use of those services is governed by their terms. We are not responsible for them, and a change on their side can change what Fixback can do with them. The services we use to run Fixback are listed on the Subprocessors page.

14. Disclaimer of warranties

Except as these Terms expressly say, the service is provided “as is” and “as available”. To the extent the law allows, we disclaim all other warranties and conditions, express or implied, including those of merchantability, fitness for a particular purpose, accuracy and non-infringement. In particular, we do not warrant that AI-generated output is accurate or that code a hosted Run writes is correct, secure or fit for your purpose.

15. Limitation of liability

To the extent the law allows, neither of us is liable for indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data, however it arises.

To the extent the law allows, each party's total liability arising out of or in connection with these Terms is limited to the fees you paid us for the service in the 12 months before the event that gave rise to the claim. For a workspace on the Free plan, which pays nothing, that amount is zero.

These limits do not apply to your obligation to pay fees, to your obligations under Indemnity, or to liability that cannot be limited by law, such as for gross negligence, wilful misconduct, or death or personal injury caused by negligence.

16. Indemnity

You will defend us and hold us harmless against third-party claims, and the losses and reasonable costs that follow from them, that arise from your Customer Data, from your capture of data without the lawful basis, notice or consent it required, or from your breach of the acceptable-use rules. We will tell you promptly of such a claim, let you control its defence, and cooperate with you at your cost.

17. Changes to these Terms

We may change these Terms. We will post the new version on this page with a new date, and for a material change we will tell account holders by email at least 30 days before it takes effect. If you keep using Fixback after a change takes effect, you accept the new Terms. If you do not agree, stop using Fixback before then.

18. Governing law and disputes

These Terms, and any dispute or claim arising out of or in connection with them, are governed by the laws of Denmark, without regard to its conflict-of-law rules. The United Nations Convention on Contracts for the International Sale of Goods does not apply. The courts of Copenhagen, Denmark, have exclusive jurisdiction over any such dispute.

19. General

• These Terms, the DPA and any order or plan terms agreed in writing are the whole agreement between us about Fixback, and replace anything said before.
• You may not assign these Terms without our consent. We may assign them to a company that takes over our business or the part of it that provides Fixback.
• If a provision is found unenforceable, the rest stays in force. Not enforcing a provision is not a waiver of it.
• Neither of us is liable for a delay or failure caused by events beyond our reasonable control.
• We send notices to the email address of your account or of your workspace's Owners. You send them to support@fixback.dev.

20. Contact