Terms and Conditions
Last updated: 27 October 2025
These Terms & Conditions ('Terms') govern your access to and use of the Floop platform ('Floop Platform' or 'Platform'), operated by Floop Pty Ltd ('Floop', 'we', 'us', or 'our'). By accessing or using the Floop Platform, you ('Customer', 'you', or 'your') agree to be bound by these Terms. If you do not agree, you must not use the Platform.
1. Definitions
“Floop Platform” means Floop’s proprietary software-as-a-service (SaaS) platform that provides data analytics, feedback analysis, and reporting tools from customer feedback and other unstructured data sources, as well as any web page, website or mobile application on which this set of Terms & Conditions appear, and any data, services, products, activity, or transactions that are offered, made available or facilitated through any of the above or in any other manner.
“Customer Data” means the data you upload or provide to the Floop Platform, including but not limited to support tickets, call transcripts, reviews, and survey data.
“Subscription” means your paid access to the Floop Platform for the Subscription Term in exchange for a Subscription Fee.
“Subscription Term” means the duration of your access to the Floop Platform, as selected at the time of subscription sign-up.
“Subscription Fee” means the amount payable for your Subscription, as displayed during sign-up.
“Trial” means free, time-limited access to the Floop Platform as described in these Terms.
2. Eligibility and Use
The Floop Platform is intended for business and professional use and is not directed to minors. By accessing or using the Platform, you represent that you are not a minor and are capable of entering into a binding agreement.You may use the Floop Platform only for lawful business purposes and in accordance with these Terms. You agree not to: • access or use the Platform for any purpose that is unlawful, harmful, or violates any third-party rights;• resell, sublicense, distribute, or make the Platform available to third parties except as expressly permitted;• reverse engineer, copy, modify, or create derivative works of the Platform;• use automated systems (e.g. bots, scrapers) to access or use the Platform without Floop’s consent;• access or use the Floop Platform if you are, or are acting on behalf of, a competitor of Floop or for the purpose of evaluating, monitoring, or benchmarking the Platform for any competitive or commercial purpose.
3. Free Trial
If you register for a Trial, you may access the Floop Platform free of charge until the end of the trial duration as set out during sign-up, unless terminated earlier by Floop. Upon expiry of the Trial, access to the Platform will automatically end unless you upgrade to a paid Subscription. Trial access is provided 'as-is' with no warranties of any kind. Floop may delete any Customer Data submitted during the Trial at any time after the Trial ends.
4. Subscriptions and Fees
Subscriptions to the Floop Platform may be monthly, annual, multi-year, or other arrangements as made available by Floop. You agree to pay all Subscription Fees in accordance with the payment terms displayed during sign-up. Fees are non-refundable except as required by law.Unless otherwise specified, your Subscription will renew automatically for the same term unless cancelled prior to renewal. Floop may adjust fees at renewal with prior notice.
5. Suspension and Termination
Floop may suspend, restrict, or terminate your access to the Platform immediately, with or without notice, if it reasonably determines that such action is necessary to protect its systems, maintain integrity, ensure compliance with law, or for any other legitimate business reason.Upon termination or expiry of your Subscription, your access to the Floop Platform will cease. Floop will delete Customer Data within thirty-one (31) days of termination, except where retention is required by law or for legitimate business purposes such as maintaining billing records or audit logs.
6. Data Protection and Security
Floop implements security measures aligned with the principles of ISO 27001 and SOC 2 Type II frameworks, including encryption, access control, monitoring, and incident response. Floop does not represent or warrant certification under such frameworks. Data processing and storage are governed by the Floop Data Processing Addendum (DPA).
7. Intellectual Property
All intellectual property rights in the Floop Platform, including software, designs, documentation, and algorithms, are owned by Floop or its licensors. These Terms do not grant you ownership or any right to modify, copy, distribute, or create derivative works from the Floop Platform.
8. Confidentiality
[Each party must protect the other’s Confidential Information and use it only for the purposes permitted by these Terms. Confidentiality obligations do not apply to information that becomes public through no fault of the receiving party or that must be disclosed by law.
9. Limitation of Liability and Indemnity
To the maximum extent permitted by law, Floop shall not be liable for any indirect, incidental, consequential, or special damages, including loss of data, revenue, profits, or business opportunities, arising out of or relating to the use or inability to use the Platform.You agree to indemnify, defend, and hold harmless Floop, its officers, directors, employees, agents, contractors, representatives, and affiliates from and against any and all claims, damages, liabilities, losses, costs, and expenses (including reasonable legal fees) arising from or related to your use of the Floop Platform, your breach of these Terms, or your violation of any law or third-party rights.
10. Service Modifications
Floop may modify or discontinue any feature or functionality of the Floop Platform at any time at its discretion. Floop will make reasonable efforts to avoid material degradation of the Platform’s core functionality during your active Subscription Term.
11. Marketing and Publicity
Floop may identify you by name and logo as a customer of the Floop Platform in its marketing and promotional materials unless you notify Floop in writing that you prefer not to be included.
12. Governing Law and Jurisdiction
These Terms shall be governed by and construed in accordance with the laws of Victoria, Australia. You agree to submit to the non-exclusive jurisdiction of the courts of Victoria, Australia. This choice of law does not deprive users in other jurisdictions of any mandatory statutory rights.
13. Changes to These Terms
Floop may update these Terms from time to time. Updated versions will be posted on Floop’s website or notified via email. Your continued use of the Floop Platform after the effective date of an updated version constitutes your acceptance of the revised Terms.
14. Disputes Resolution
If You have any concern or dispute about the Service, You agree to first try to resolve the dispute informally by contacting Floop.
For European Union (EU) Users
If You are a European Union consumer, you will benefit from any mandatory provisions of the law of the country in which you are resident in.
United States Federal Government End Use Provisions
If You are a U.S. federal government end user, our Service is a "Commercial Item" as that term is defined at 48 C.F.R. 2.101.
United States Legal Compliance
You represent and warrant that (i) You are not located in a country that is subject to the United States government embargo, or that has been designated by the United States government as a "terrorist supporting" country, and (ii) You are not listed on any United States government list of prohibited or restricted parties.
We believe your most unhappy customers are your greatest source of learning. This is why we help product teams build better products through strong customer feedback loops. Floop will harness the data across support tickets and customer conversations to bring actionable insights that drive better product roadmaps.
