Terms of Service

1. Agreement

These Terms of Service ("Terms") form a binding agreement between you and Anchorly LTD, a company registered in England and Wales ("Outro", "we", "us"), and govern your use of the Outro voice exit-interview platform available at outro.so (the "Service"). By creating an account or using the Service, you accept these Terms and our Privacy Policy and Cookie Policy. If you are accepting on behalf of an organisation, you represent that you have authority to bind it.

• You must be at least 18 years old to create an account.
• You agree to comply with all laws applicable to your use of the Service.
• You are responsible for keeping your credentials confidential and for all activity under your account.

2. The Service

Outro provides hosted cancellation pages that customers visit when they cancel a subscription, captures their voice or written reason, transcribes and translates the recording, runs AI-assisted sentiment and theme analysis, and surfaces results in your dashboard. Specific features available to you depend on the plan you subscribe to. We may add, change, or deprecate features over time; material reductions in functionality on paid plans will be communicated in advance.

3. Free Trial

• New accounts get a 14-day free trial with Pro-level limits.
• No credit card is required to start the trial.
• When the trial ends, access to paid features is paused until you choose a plan.
• One trial per legal entity; we may refuse trials to accounts that appear to be duplicates.

4. Subscriptions, Billing & Refunds

• Paid plans are billed through Lemon Squeezy, our Merchant of Record, in advance on a monthly or annual cycle.
• Subscriptions renew automatically at the end of each period until cancelled.
• You may cancel at any time from your billing dashboard; cancellation takes effect at the end of the current period and you retain access until then.
• Prices may change with at least 30 days' notice; changes take effect at your next renewal.
• All taxes (VAT/GST/sales tax) are collected by Lemon Squeezy on our behalf where applicable.
• Refunds: monthly fees are non-refundable once the period starts. Annual plans may be refunded on a pro-rata basis within 14 days of purchase if the Service is materially unusable for you. Refund requests go to [email protected].
• If a charge fails, we may suspend the Service until payment is resolved.

5. Plan Limits & Fair Use

Each plan has published limits (cancellation pages, audio minutes per month, AI reports per month, team seats). When a limit is reached, the relevant feature is paused until the next billing period or until you upgrade. Published limits, including "unlimited" bullets, are subject to reasonable fair-use; we may contact you if usage is materially out of line with normal patterns or indicates automated abuse.

6. Your Content & Your End Users

• You retain ownership of all content you or your end users submit to the Service ("Customer Content").
• You grant Outro a worldwide, royalty-free licence to host, transmit, process, and display Customer Content solely as needed to operate the Service for you.
• You are solely responsible for Customer Content, including for informing your end users and obtaining any consent required by applicable law before collecting voice recordings, transcripts, or other personal data through your cancellation pages.
• You agree that you have the rights and permissions necessary to capture and process that content via Outro.
• We may remove Customer Content that we reasonably believe violates these Terms or applicable law.

7. Acceptable Use

You agree not to:

• Record or collect voice or other personal data without lawful basis or, where required, consent from the person being recorded.
• Use the Service to collect content that is unlawful, harassing, defamatory, infringing, or otherwise harmful.
• Reverse-engineer, decompile, or attempt to extract source code from the Service, except where this right cannot be lawfully restricted.
• Probe, scan, or test the vulnerability of the Service or circumvent any of its access controls.
• Interfere with, overload, or impair the operation of the Service (e.g. denial-of-service, excessive automated requests).
• Use the Service to build a competing product or to benchmark without our prior written consent.
• Impersonate any person or misrepresent your affiliation with any entity.

8. AI Outputs

Outro uses AI sub-processors (including OpenAI) to produce transcripts, translations, summaries, sentiment, and themes. AI outputs are probabilistic and may contain inaccuracies. You are responsible for reviewing AI outputs before relying on them for any important decision. We make no warranty that AI outputs are accurate, complete, or fit for any particular purpose.

9. Our IP

• The Service, including its code, design, branding, and documentation, is owned by Outro or its licensors and is protected by intellectual-property laws.
• Subject to these Terms, we grant you a limited, revocable, non-exclusive, non-transferable right to access and use the Service for the period of your active subscription or trial.
• You may not copy, modify, distribute, or create derivative works of the Service without our prior written consent, except as permitted by mandatory law.

10. Warranties & Disclaimers

The Service is provided "as is" and "as available" without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, secure against every threat, or that AI outputs will be accurate. Some jurisdictions do not allow certain warranty disclaimers; in those jurisdictions the disclaimers apply to the maximum extent permitted by law.

11. Limitation of Liability

• To the maximum extent permitted by law, neither party is liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, revenue, data, goodwill, or business opportunities.
• Our aggregate liability under these Terms in any 12-month period will not exceed the amount you paid us for the Service in that period, or USD 100, whichever is greater.
• Nothing in these Terms limits liability that cannot be limited by law (e.g. fraud, gross negligence, death or personal injury caused by negligence, certain statutory consumer rights).

12. Indemnity

You agree to defend and indemnify Outro against any third-party claim arising from (a) Customer Content you process through the Service, (b) your breach of these Terms or applicable law, or (c) your failure to obtain any consent required from your end users. We will notify you of such claims promptly and cooperate at your expense.

13. Suspension & Termination

• You may terminate your account at any time by deleting it from Account Settings or by contacting us.
• We may suspend or terminate your access if you materially breach these Terms, if your use poses a security or legal risk, or if required by law.
• On termination your right to use the Service ends. We will handle your data as described in the Privacy Policy.
• Sections that by their nature survive termination (IP, disclaimers, liability limits, indemnity, governing law) continue to apply.

14. Changes to the Service & Terms

We may change the Service and these Terms to reflect product, legal, or operational updates. For material changes to the Terms we will give you reasonable advance notice (at least 30 days where practicable) via dashboard or email. Continued use of the Service after the effective date of the change constitutes acceptance.

15. Governing Law & Disputes

These Terms are governed by the laws of England and Wales, without regard to conflict-of-laws rules. The courts of England and Wales have exclusive jurisdiction over disputes arising from these Terms, except that consumers may also bring proceedings in their country of habitual residence where required by law. Before filing any claim, the parties will attempt to resolve the dispute in good faith for at least 30 days by contacting [email protected].

16. Miscellaneous

• If any provision of these Terms is unenforceable, the remainder stays in effect.
• Our failure to enforce a right is not a waiver of that right.
• You may not assign these Terms without our consent; we may assign them to an affiliate or successor.
• Notices to you may be sent to your account email; notices to us must be sent to [email protected].
• These Terms, together with the Privacy Policy and Cookie Policy, are the entire agreement between you and Outro regarding the Service.