Terms of Service

These Terms are between [LEGAL ENTITY NAME], [ENTITY TYPE AND REGISTRATION NUMBER], of [FULL POSTAL ADDRESS] ("ChurnLens", "we") and the individual or entity using the service ("you"). By creating an account or using ChurnLens you accept these Terms. If you are agreeing on behalf of a company, you confirm you have authority to bind it.

Our Privacy Policy and Data Processing Agreement form part of these Terms.

ChurnLens connects to your Stripe account, detects subscription cancellations, emails the cancelling customer a short exit survey, and reports the responses back to you through a dashboard, an optional weekly digest, and — on paid plans — AI-generated groupings of common themes.

We may change, add or remove features. If we materially reduce functionality you are paying for, we will give reasonable notice and you may cancel for a pro-rata refund of any prepaid period.

You must give accurate information and keep your account secure. Sign-in is by emailed magic link, so anyone with access to your email inbox can access your account — secure your inbox accordingly. You are responsible for all activity under your account. Tell us promptly at hello@churnlens.com if you suspect unauthorised access.

You must be at least 18 and must not be barred from receiving our services under applicable law.

You can delete your account at any time from Settings. Deletion disconnects Stripe and stops surveys immediately, and is final — your data is permanently erased — 30 days after you request it.

You own the data you bring to ChurnLens and the survey responses collected on your behalf ("Your Data"). You grant us a limited, non-exclusive licence to host, process and transmit Your Data solely to provide the service to you and as set out in the Data Processing Agreement.

We do not use Your Data to train our own models, do not sell it, and do not combine it with other customers' data. We may use aggregated, fully anonymised statistics that cannot identify you or any individual to improve and describe the service.

You agree not to:

• Use ChurnLens to send anything other than genuine exit surveys to your own former customers.
• Add promotional, marketing, or sales content to survey questions or custom cancellation reasons.
• Upload a Stripe key belonging to an account you do not control.
• Attempt to access another customer's data, probe or disrupt the service, or circumvent rate limits.
• Use the service to collect special category data (health, political opinions, and similar) or payment card details.
• Resell or white-label the service without our written agreement.

Paid plans are billed in advance on a recurring basis at the price shown when you subscribe. Fees exclude taxes unless stated otherwise. You can cancel at any time from your account; cancellation takes effect at the end of the current billing period and we do not provide pro-rata refunds for partial periods except where section 2 applies or the law requires it.

Free plans are limited to the allowance published on our pricing page and may be changed or withdrawn with notice. If payment fails we may suspend paid features after reasonable notice.

You confirm and agree that:

• You have a lawful basis to contact your former customers for this purpose, and have carried out any assessment your jurisdiction requires (for example a legitimate interests assessment under UK or EU data protection law, or the equivalent justification under POPIA if you or your customers are in South Africa).
• Your own privacy notice tells your customers that their data may be shared with a service provider for the purpose of post-cancellation feedback, and is accessible to them.
• You will not instruct us to contact anyone who has objected, opted out, or otherwise asked not to be contacted.
• You will respond to data subject requests from your own customers, and we will assist you as set out in the Data Processing Agreement.
• You will keep survey content non-promotional, as required by section 5.

We maintain the compliance elements of the survey email — sender identification, our postal address, and a working one-click unsubscribe — and these cannot be removed or overridden through survey customisation. Unsubscribes are honoured immediately and permanently for the customer and business concerned.

ChurnLens depends on Stripe, and on the providers listed in our Privacy Policy. We are not responsible for those services' availability or acts. Your use of Stripe is governed by your agreement with Stripe. If you revoke the API key you gave us, the service will stop working.

We work to keep ChurnLens available but do not commit to a specific uptime level. The service is provided "as is" and "as available". To the fullest extent permitted by law we disclaim all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement.

AI-generated themes are produced by an automated language model and may be inaccurate, incomplete, or misleading. They are a summarising aid, not business advice, and you should not rely on them as the sole basis for a decision.

To the fullest extent permitted by law, neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, data or goodwill, even if advised of the possibility.

Our total aggregate liability arising out of or relating to these Terms is limited to the greater of (a) the fees you paid us in the 12 months before the event giving rise to the claim, or (b) 100 units of the currency in which you are billed.

Nothing here limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited. Some jurisdictions do not allow certain exclusions, so parts of this section may not apply to you.

You will defend, indemnify and hold harmless ChurnLens against any third-party claim, and any resulting loss, liability, damages, fine, penalty or reasonable legal cost, arising out of or relating to:

• your breach of section 5 (acceptable use) or section 7 (responsibilities to your own customers);
• your lack of a lawful basis, adequate privacy notice, or valid instruction for contacting the individuals we email on your behalf;
• the content of any survey question, custom cancellation reason, display name or logo you configure;
• Your Data, and any claim that it infringes or misappropriates a third-party right.

We will notify you promptly of any claim, give you control of the defence (except that you may not settle in a way that imposes obligations on us without our consent), and provide reasonable cooperation at your expense.

You may close your account at any time. We may suspend or terminate your access with notice if you materially breach these Terms, or immediately where continued access presents a legal or security risk.

On termination we stop processing and delete Your Data — including survey responses collected on your behalf — within 30 days, except where we must retain it by law and except for opt-out records, which we keep so that suppression continues to be honoured. You may export your data before closing your account, and on request within the deletion window.

We may update these Terms. Material changes will be notified by email at least 14 days before they take effect. Continuing to use ChurnLens after that constitutes acceptance. If you object, you may cancel before the change takes effect and receive a pro-rata refund of any prepaid period.

These Terms are governed by the laws of [COUNTRY / STATE], without regard to conflict of laws rules, and the parties submit to the exclusive jurisdiction of [COURTS]. If you are a consumer, you keep the benefit of any mandatory protections of your country of residence.

If any provision is unenforceable, the rest remains in effect. Our failure to enforce a provision is not a waiver. You may not assign these Terms without our consent; we may assign them to a successor in a merger or acquisition. These Terms, with the Privacy Policy and Data Processing Agreement, are the entire agreement between us and supersede prior discussions. There are no third-party beneficiaries.