Terms of Service

1) Agreement

These terms are the agreement between Polzy B.V. (“Polzy”, “we”) and the business, or the person using Polzy for their own personal use, that creates an organisation on Polzy (“the customer”, “you”). They cover every workspace the organisation holds and every person it invites. Whoever accepts them for a business confirms they are authorised to do so. The Data Processing Agreement forms part of them; the Privacy Policy explains how we handle the personal data for which we are responsible ourselves. Where an order form signed with us says something different, the order form prevails for that order. Your own purchasing terms do not apply unless we agree to them in writing.

2) Who can use Polzy

Polzy is for businesses — companies and other organisations, and self-employed people acting for their trade, business or profession — and for people using it for their own personal use, who are consumers.

Businesses. When you sign up for a business you give its name, the country where it is registered and its VAT or registration number, and someone self-employed confirms they are acting for their business. We keep that declaration with your acceptance of these terms. Keep these details accurate — they decide the VAT on your invoices — and update them when they change. Because you act as a business, rules that protect consumers only, such as the 14-day right of withdrawal for online purchases, do not apply.

Consumers. When you sign up for personal use you give your name and the country where you live, which we keep with your acceptance of these terms. Keep your country accurate — it decides the VAT on your invoices. You may withdraw within 14 days of your first payment, without giving a reason: tell us from Support in the app or at the addresses on our legal notice. We then refund everything you have paid, in full and the way you paid it, within 14 days of hearing from you, and your organisation moves to the free plan. Nothing in these terms limits the rights the consumer law of the country where you live gives you.

3) Accounts and roles

Administrators manage workspaces, surveys and people. Managers see results for their own groups. Employees and other respondents answer surveys and may use My feed; they never need an account to respond. You are responsible for what is done under your accounts: keep sign-in details to the person they belong to, give access only to the people who need it, and tell us at security@polzy.ai as soon as you suspect misuse.

4) Acceptable use

Use Polzy to collect and act on feedback from people who have a relationship with your organisation, in line with the law that applies to you — data protection and employment law included, and any duty to inform or consult employee representatives before you survey staff. You must not:

• try to identify a respondent to an anonymous survey, or work around the privacy floor, for example by combining filters, exports or the API;
• send surveys or messages to people who have opted out, or without a lawful basis for contacting them;
• ask for special categories of data, such as health, religion or trade union membership, unless the law allows it and respondents are told;
• upload malicious code, probe, overload or test the security of the service without our written agreement;
• resell or sublicense the service without our written agreement, or use it to build a competing product;
• use it for anything unlawful, deceptive, discriminatory or harassing.

5) Plans, renewal and cancellation

Polzy has a free plan and paid plans. Paid plans are billed monthly or yearly in advance, in euros or US dollars, with VAT added where it applies. A paid plan renews automatically for another period of the same length unless it is cancelled before the renewal date. Before a yearly plan renews, we email the billing contact and the organisation’s owner 30 days and again 7 days ahead, with the date and the amount including VAT. A trial needs a payment method and becomes the first paid period when it ends, unless it is cancelled first.

Upgrades apply immediately, and the unused part of what you had is credited against the new price. Downgrades and removed add-ons take effect at the end of the paid period, once your usage fits within them.

You can cancel at any time from Billing. The plan runs to the end of the period already paid for and does not renew; the organisation then moves to the free plan. Whatever is above the free plan’s limits is held — kept, readable and exportable, but not in use — and is never deleted because of the change.

6) Usage, packs and pay-as-you-go

Each plan includes monthly allowances — responses, AI usage, workflow runs — that start again each month on the day the plan began. When an allowance and any packs are used up, new usage of that kind is refused until the next month, unless you have chosen pay-as-you-go.

• Packs add a quantity that carries over from month to month and expires 12 months after it is granted. We remind you 14 days before; a quantity left unused is not refunded.
• Pay-as-you-go, on the plans that offer it, serves usage beyond your allowance and packs instead of refusing it. Choosing it costs nothing. What was used is invoiced when each monthly period closes, at the unit price in force when that period began. You can switch it off at any time from Billing; what was used until then is still invoiced.

7) Payment and prices

Every charge is invoiced and collected from the payment method on file — a card, SEPA Direct Debit, iDEAL or Wero. Where we agree to payment by bank transfer, an invoice is due within 30 days. If a payment fails, we try again over the following 14 days and email you each time. If it is still unpaid after that, the organisation moves to the free plan, with whatever is above its limits held, until the invoice is settled; paying restores the plan.

We may change our prices. A change is announced by email at least 30 days before it applies to you, and applies from your next renewal — for pay-as-you-go, from the next monthly period. If you do not agree, you can cancel before it applies.

8) Refunds and credit notes

Fees for a period that has started are not refunded, in whole or in part, when you cancel, downgrade or stop using the service. We do refund when we charged you in error or more than these terms allow; when you end the agreement because we materially breached it, or because you do not accept a material change to these terms — then the unused part of a period paid in advance; and when a payment reaches us for a checkout that had already closed. A consumer who withdraws within 14 days of their first payment is refunded in full, as set out under “Who can use Polzy”.

An issued invoice is never altered: a correction or a refund is made by a numbered credit note that refers to it. A refund goes back the way the invoice was paid — straight away to a card or a direct debit, and by bank transfer within 14 days of the credit note for an invoice paid by transfer; we may ask you for the account to pay it to. Credit that is not paid back stays on your organisation’s balance and is used on the next invoice.

9) Customer data

You own your data: what you upload, the responses you collect and what Polzy produces from them. We process it only to provide the service, as set out in the Data Processing Agreement, and you can export it at any time. We may use aggregated figures about how the service is used — never the content of surveys or responses, and never in a form that identifies you or a person — to run, secure and improve Polzy.

10) AI features

Polzy’s AI features — themes, sentiment, summaries, suggested actions, follow-up questions, the survey designer and Ask Polzy — are run by the AI providers listed in the sub-processor register or, on Enterprise plans, by an OpenAI or Azure OpenAI account you connect yourself.

• What goes in and what comes out is your customer data. Neither Polzy nor the AI providers we engage use it to train models; an account you connect yourself is governed by your own agreement with its provider.
• AI output is produced automatically and can be incomplete or wrong. Review it before you rely on it, and never use it as the only basis for a decision about an individual, such as hiring, pay, promotion, performance or dismissal. Polzy’s AI takes no such decision.
• Every survey’s privacy notice tells respondents that their text may be analysed by AI. Any further information the law requires you to give them is yours to give.
• Each AI feature can be switched off for a workspace in its settings, and AI use counts against the plan’s AI allowance.

11) Availability and support

We aim for 99.9% monthly availability. Support response times depend on the plan and are shown in the app under Support. Planned maintenance is announced at least 48 hours in advance on the status page.

12) Suspension

We may suspend access to all or part of the service — as briefly and as narrowly as we can — when it is needed to stop a security threat or an attack, when your use breaches the acceptable use rules and puts respondents, other customers or the service at risk, or when the law or an authority requires it. We tell you by email beforehand where we can, and otherwise straight afterwards, with the reason, and we restore access as soon as the cause is resolved. A suspension never deletes your data. An unpaid invoice leads to the free plan, as described above, not to a suspension.

13) Term and termination

This agreement runs for as long as your organisation exists on Polzy; cancelling a paid plan moves you to the free plan and does not end it. To end it, the owner closes the organisation from Settings. Every workspace then becomes read-only for 14 days — everything can still be opened and exported, and the closure can be cancelled — and is then deleted with everything in it; an administrator can delete a single workspace the same way. The plan does not renew, the period already paid for is not refunded unless a consumer withdraws within the 14 days, and issued invoices are kept for as long as tax law requires.

Either of us may end the agreement in writing if the other materially breaches it and does not put it right within 30 days of being told. What by its nature outlasts the agreement — payment owed, liability, confidentiality, the governing law — survives it.

14) Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, for intent or deliberate recklessness, or for anything else the law does not allow to be limited. Within those limits:

• neither of us is liable for indirect or consequential loss, lost profit, revenue or goodwill, or the loss of data that your own exports would have preserved;
• each party’s total liability arising from this agreement is limited to the fees you paid for the service in the 12 months before the event that gave rise to the claim;
• your obligation to pay what you owe is not limited.

15) Changes

We may update these terms. A material change is announced by email at least 30 days before it applies, and an administrator is asked in Polzy to accept it on behalf of the organisation; until one does, the team waits. If you do not accept it, you can cancel before it applies, and we refund the unused part of a period paid in advance. A change that takes away none of your rights — clearer wording, a correction — applies when it is published.

16) Governing law and disputes

These terms are governed by the law of the Netherlands, without the UN Convention on Contracts for the International Sale of Goods. Before going to court, we each write to the other and allow 30 days to settle the matter. Any dispute that remains goes to the competent court in Amsterdam. If you are a consumer, you also keep the protection of the mandatory law of the country where you live, and you may go to the courts there.

17) General

We write to you at the owner’s and the billing contact’s email addresses; you reach us at the addresses on our legal notice. Neither of us is liable for a delay caused by events beyond reasonable control. If a provision of these terms is found invalid, the rest continues to apply. You may transfer this agreement only with our written consent; we may transfer it to a company that takes over Polzy, and tell you when we do.