Terms of Service

The agreement

For the purposes of these Terms, "Fidibeki", "we", "us", and "our" refer to the Fidibeki service operated by ACIDINEY ALVARO CARVALHO SOARES DIAS, an independent service provider established in Portugal. Fidibeki is the name of that service, not a company or a separate legal entity.

These terms are a binding contract between you and us. They apply when you create a workspace, install the widget, browse this site, or use anything else we operate. If you are agreeing on behalf of a company, you confirm you have the authority to bind it, and "you" means that company.

Two other documents form part of this contract: the privacy notice, which describes how personal data is handled, and our Data Processing Addendum, which governs feedback collected through your widget. Where a signed order form or DPA conflicts with these terms, that signed document wins.

If you do not accept these terms, do not use Fidibeki. Continuing to use a workspace after a material change takes effect is how you accept the revised version.

Who you are contracting with

Your counterparty is a person, not a company. The Fidibeki service is operated by ACIDINEY ALVARO CARVALHO SOARES DIAS, an independent service provider established in Portugal, who is the contracting party under these terms and carries the obligations in them personally. There is no separate legal entity behind the Fidibeki name, and none should be inferred from it.

Our tax identification and registration details appear on every invoice we issue. We will also provide them on request to anyone with a reason to ask — write to [email protected] and we will send them.

Who may use Fidibeki

You must be at least 16 years old to create a workspace, and old enough under your local law to enter a contract. Fidibeki is a business tool; it is not intended for children, and the widget must not be used to collect personal data from children.

You may not use the service if you are subject to sanctions that would make providing it unlawful, or if we have previously terminated your workspace for a breach of these terms.

Accounts and workspaces

Your workspace is yours to administer. You choose who joins it, what role they hold, and what they can see. You are responsible for what your members do, for keeping sign-in links and API credentials confidential, and for telling us promptly at [email protected] if you believe an account has been compromised.

Sign-in works one of two ways, and each puts the keys somewhere different:

• Passwordless email links. The default. Anyone who can read a member's inbox can reach the workspace, so inbox security is workspace security;
• SAML single sign-on. Where you configure it, your identity provider decides who gets in. Granting, revoking, and deprovisioning access becomes your responsibility, and a stale account at your provider is a live account here. You may also require SSO and switch off email links entirely.

If you require SSO, the workspace owner keeps an audited break-glass path back in, so a certificate expiry or provider outage cannot lock you out permanently. That path is deliberately narrow and every use of it is logged. Do not treat it as a second everyday login.

We are not liable for loss caused by credentials or identity-provider configuration you failed to protect, though nothing here limits our own obligation to run the service securely.

Trial and plans

Every new workspace starts with a 14-day free trial. No credit card is required to begin, and we do not charge you automatically when the trial ends. If you do not choose a plan, the workspace becomes read-only rather than billed.

Current plans, prices, and included limits are listed on the pricing page, which forms part of these terms. Plans below Enterprise are self-serve; Enterprise is agreed separately and may carry its own order form.

Billing, taxes, and renewal

Payments are processed by Stripe. We do not see or store your full card details. By subscribing you authorise recurring charges to your chosen payment method until you cancel.

• Billing period. Subscriptions renew automatically each month or each year, depending on the term you pick, until cancelled;
• Yearly terms. Annual billing is discounted against the monthly rate. The discount applies to the term you paid for and does not survive a mid-term downgrade;
• Taxes. Prices exclude VAT and any other applicable tax. Where we are required to collect tax, it is added at checkout and shown on your invoice. If you are a business in another EU member state, supply a valid VAT number so the correct treatment applies;
• Failed payments. If a charge fails, we retry it and email you. If it stays unpaid, we may downgrade or suspend the workspace after notice;
• Price changes. We may change prices with at least 30 days' notice before your next renewal. The new price applies from that renewal, never retroactively.

Cancellation, refunds, and withdrawal

You can cancel at any time from your workspace settings. Cancellation stops the next renewal; it does not refund the period already running, and you keep access until the end of that period.

If you are a consumer in the European Union, you normally have 14 days to withdraw from a distance contract. Because Fidibeki is a digital service supplied immediately, you are asked to expressly request immediate performance and to acknowledge that doing so ends the withdrawal right once the service has been fully supplied. This does not affect the 14-day free trial, which lets you evaluate the product before paying anything.

Outside that right, fees are non-refundable except where the law requires otherwise or where we have failed to provide the service. If you think you were billed in error, write to [email protected] and we will look at it properly.

Plan limits and data retention

Each plan includes a monthly feedback allowance, a project count, a member count, and a retention window for session replays and attachments of 30, 90, or 365 days. A daily cleanup removes replays and attachments past your plan's window. Deletion is permanent and is not reversed by a later upgrade, so export anything you need to keep.

If you exceed a limit, we will tell you rather than silently discard data. We may pause new submissions on the affected project until you upgrade or the next billing period starts. We do not bill surprise overage charges.

Your data and who controls it

You own your customer data: the feedback you collect, the attachments reporters submit, your workspace configuration, and anything you export. We claim no ownership of it.

You grant us a limited licence to host, process, transmit, and display that data solely to run the service for you, to provide support, and to meet legal obligations. That licence ends when the data is deleted.

For feedback collected through your widget, you are the data controller and we act as your processor under the DPA. That split matters: the lawful basis for collecting feedback from your users is yours to establish, not ours. For your own account and billing data, we are the controller, as set out in the privacy notice.

We do not sell customer data, and we do not use the contents of your feedback to train models for ourselves or anyone else.

Running the widget responsibly

The widget sits on your product and speaks to your users, so some obligations are necessarily yours. By installing it you undertake to:

• Give your users the notice your own privacy law requires, and name Fidibeki as a processor where that is required;
• Establish a lawful basis for the feedback you collect, and obtain consent where consent is the basis;
• Configure rules so you do not solicit special-category data — health, political, religious, biometric, sexual, or employment information — unless you have the additional legal grounds to handle it;
• Keep the widget off pages aimed at children;
• Handle requests from your own users, and route them to us promptly where we hold the data.

We build the privacy controls; you decide how to use them. If your configuration puts you in breach of data-protection law, that is a risk we cannot absorb on your behalf.

Session replay and consent

Session replay is disabled by default for every project and rule. Where you enable it, capture does not begin until the end user gives explicit, affirmative consent — either through the prompt we show on your behalf, or through your own consent manager calling our runtime API with a structured grant.

You must not attempt to defeat that gate: no forging consent grants, no misrepresenting purpose or notice version, and no enabling replay on pages where recording would be unlawful or would capture data your users have not agreed to share. Replays are never sent to any AI provider. Breaking the consent model is a material breach of these terms and grounds for immediate suspension.

AI processing

On eligible plans, and only for projects where you switch it on, free-text messages and the attachments a reporter chose to submit may be sent to Google Gemini for cleaning, transcription, sentiment scoring, and moderation flags. AI processing is a choice you make per project, not a plan default that happens to you.

AI output is a suggestion, not a verdict. Sentiment scores, summaries, transcriptions, and moderation flags can be wrong, and you should not rely on them alone for decisions that affect a person's rights, employment, or access to a service. Derived AI output follows the same retention, export, and deletion rules as the submission it came from.

Testimonials and published feedback

The testimonial feature lets you publish feedback a reporter submitted. Publishing someone's words and likeness is a separate decision from collecting them, and the permission to do it must come from that person. You are responsible for holding that permission and for honouring a later withdrawal by unpublishing.

You also grant us permission to identify you as a customer — your name and logo — in our own marketing, and you can withdraw that permission at any time by emailing us.

Acceptable use

You agree not to:

• Break the law, infringe someone's rights, or help anyone else do either;
• Upload malware, or use the widget to phish, harvest credentials, or deceive your users about what is being collected;
• Probe, scan, or attack the service, or circumvent rate limits, plan limits, workspace isolation, or consent gates;
• Resell, sublicense, or run the service as a competing product, or benchmark it for a competitor without our written agreement;
• Reverse engineer the service, except where the law expressly permits it;
• Send us data you have no right to send, or use Fidibeki to store data it was never designed to hold, such as payment card numbers or government identifiers.

Responsible security research is welcome. Report findings to [email protected] and give us a fair chance to fix them; we will not pursue researchers who act in good faith and do not exfiltrate other customers' data.

Third-party services and integrations

Connecting Slack, Teams, an issue tracker, or a webhook endpoint sends your data to a service we do not control, at your instruction. Those services have their own terms and privacy practices, and once data reaches them it is governed by that relationship rather than this one.

We may change or drop an integration if the provider changes their platform. Where an integration is central to your plan, we will give reasonable notice first.

Intellectual property

Fidibeki — the platform, the widget, the documentation, the brand, and everything we built to run them — remains ours. These terms grant you a limited, non-exclusive, non-transferable right to use the service during your subscription, and nothing more.

If you send us ideas or suggestions about Fidibeki itself, we may use them without obligation or payment. That covers product feedback about our software only; it does not touch the feedback your own users submit through your widget.

Availability and support

We work to keep Fidibeki available and fast, but we do not offer a contractual uptime guarantee on self-serve plans, and we would rather say so than publish a number we cannot stand behind. Enterprise agreements can include a service level commitment.

Support runs by email at [email protected]. We aim to respond within one business day. Planned maintenance is announced in advance where it is likely to be disruptive; emergency maintenance may not be.

Suspension and termination

You can close your workspace at any time. Deletion starts a seven-day grace period, and after that the data is removed and cannot be restored. Export first.

We may suspend or terminate a workspace if you materially breach these terms, if fees stay unpaid after notice, if your use puts the service or other customers at risk, or if the law requires it. Except where the risk is immediate or legally urgent, we will tell you first and give you a reasonable chance to fix the problem.

On termination, your right to use the service ends and we delete your data on the schedule in the privacy notice. For 30 days after termination we will help you export your data if you ask.

Warranties and disclaimers

We provide the service with reasonable skill and care, and we warrant that we have the right to provide it. Beyond that, and to the extent the law allows, the service is provided as it is: we do not warrant that it will be uninterrupted, error-free, or fit for a purpose we have not agreed in writing.

Nothing in this section removes rights you have as a consumer under Portuguese or EU law. Those rights apply whatever this contract says.

Limitation of liability

Neither party excludes liability for death or personal injury caused by negligence, for fraud, for wilful misconduct or gross negligence, or for anything else that cannot lawfully be excluded. Portuguese law does not permit those exclusions and we do not attempt them.

Subject to that, and to the extent the law allows:

• Neither party is liable for indirect or consequential loss, lost profits, lost revenue, lost goodwill, or lost or corrupted data arising from a failure to keep your own backups or exports;
• Our total aggregate liability arising out of or relating to the service in any twelve month period is limited to the greater of the fees you paid us in the twelve months before the event giving rise to the claim, or €100.

These limits apply to claims in contract, in tort, and on any other basis. They do not apply to your obligation to pay fees, and they do not apply to a consumer's non-excludable statutory rights.

Indemnity

If you are using Fidibeki as a business, you will defend and indemnify us against third-party claims arising from your customer data, your widget configuration, your failure to obtain the notices or consents described above, or your breach of the acceptable use section. We will tell you promptly about any such claim, let you control the defence, and cooperate reasonably.

This section does not apply to consumers.

Changes to the service and these terms

The product changes constantly, which is rather the point. We may add, alter, or remove features. Where we remove something material that you rely on, we will give reasonable notice, and if the change genuinely damages the service for you, you may cancel and receive a pro-rata refund of fees paid for the unused period.

We may also update these terms. For material changes we will give at least 30 days' notice by email or in the service before they take effect, so you have time to leave if you disagree. Minor corrections take effect when published, and the effective date at the top of this page always tells you which version is current.

Governing law and disputes

These terms are governed by the law of Portugal. The courts of the comarca of Aveiro have exclusive jurisdiction over any dispute arising from them, to the exclusion of any other.

If you are a consumer, that choice does not deprive you of the protection of mandatory rules in the country where you live, and you may bring proceedings in the courts of your own domicile.

Consumers in Portugal may also refer a dispute to an alternative dispute resolution body. The residual competent entity is the Centro Nacional de Informação e Arbitragem de Conflitos de Consumo (CNIACC). Complaints can also be filed through the Portuguese electronic complaints book, Livro de Reclamações Eletrónico.

Before any of that, please write to us. Most disputes are a misunderstanding that one honest email resolves faster than any tribunal.

Contact

For questions about these terms, billing, or anything else, email [email protected]. For privacy and data-rights requests, use [email protected]. For security reports, use [email protected].

Every contact route, and the operator's details, are on the contact page. Guides and what to include in a report are on the support page.