CustomerSaid

Terms of Service

Last updated: October 7, 2026

1. Provider and scope

These Terms govern the CustomerSaid service at customersaid.com and its apps. The service is provided electronically by Bartosz Łaniewski, a sole trader, ul. Lipowa 34 lok. 47, 15-424 Białystok, Poland, NIP 5423364025, REGON 383607320 (“we”, “us”). These Terms are the terms of service required by the Polish Act on Providing Services by Electronic Means of 18 July 2002.

2. Business use only

CustomerSaid is meant only for businesses and professionals acting for purposes related to their trade, business or profession. By creating an account, you confirm that you are not acting as a consumer. If you use CustomerSaid on behalf of an organization, you confirm that you may accept these Terms for it. The organization is then the customer.

If you are a sole trader registered in Poland and this contract is not of a professional nature for you, the consumer protection rules that Polish law extends to you still apply, including the right to withdraw from the contract within 14 days.

3. The service

CustomerSaid lets teams capture customer feedback (manually, by CSV import, email forwarding, the macOS app, and connected tools such as Slack and Intercom), analyze it with AI, link it to product opportunities and solutions, and ask questions about it. We may add, change or remove features. We will give reasonable notice before we remove a paid feature. Features marked as beta may be less reliable.

To use the service you need an internet connection, an up-to-date common web browser with JavaScript and cookies enabled, and an email address. The macOS app needs a supported version of macOS.

4. Account and contract

The contract for the free plan starts when you create an account and runs for an indefinite period. You can end it at any time by deleting your workspace or asking us to delete your account. A paid subscription starts when you complete checkout.

5. Plans, prices and payment

  • Plans and prices are shown on the Pricing page. Prices are in US dollars and are net. VAT or other taxes are added where applicable.
  • Paid plans and review profile add-ons are billed monthly in advance through our payment processor and renew automatically every month until you cancel.
  • AI features use credits. Each paid month adds a credit allowance that expires at the end of that billing period. Top-up credits do not expire while the workspace exists. The free starting credit expires 30 days after the workspace is created. Credits have no cash value and cannot be transferred. When credits run out, AI features pause until new credits are available.
  • Adding or removing review profiles changes the subscription right away, with prorated charges.
  • We may change prices with at least 30 days’ notice by email. New prices apply from the first billing period after the notice period, and you can cancel before then.
  • If a payment fails, we may pause paid features until it is paid. Invoices are available in Billing.

6. Cancellation

You can cancel a subscription at any time in Billing. Cancellation takes effect at the end of the paid period. The workspace then returns to the free plan, and the remaining subscription credits and review profiles are removed. We do not refund fees already paid, unless the law requires it.

7. Acceptable use

  • Only submit content you have the right to process in CustomerSaid, with a legal basis and the notices to your own customers that the law requires.
  • Do not submit unlawful content.
  • Do not disrupt the service, probe other workspaces, reverse engineer it, or misuse automated access.
  • Keep sign-in details secure. You are responsible for what happens in your workspace and for the teammates you invite.

If you breach these rules, we may suspend access. Where we can, we will tell you first and give you time to fix the issue.

8. Data processing agreement

For personal data in workspace content, you are the controller and we are your processor. This section is our data processing agreement under Art. 28 GDPR:

  • Subject and duration: we host and process workspace content to provide the service, for as long as the contract lasts.
  • Nature and purpose: storing, analyzing (including with AI), translating, searching and displaying content as you direct through the product.
  • Data and people: contact details, job titles, company data, messages and feedback of your customers, prospects and staff, and reviewers’ names and reviews. Do not submit special categories of personal data.
  • We process the data only on your documented instructions, which are these Terms and your use of the product, unless the law requires otherwise. People who process it for us are bound by confidentiality.
  • We apply appropriate technical and organizational security measures under Art. 32 GDPR, as described in the Privacy Policy.
  • You give us general authorization to use subprocessors. We bind them to equivalent obligations, give you their list on request, and tell you about changes at least 14 days in advance. If you object, you can end the contract.
  • We help you respond to requests from data subjects and meet your obligations on security, breach notification, impact assessments and prior consultation, taking into account the nature of the processing.
  • We tell you about a personal data breach affecting your data without undue delay, and no later than 48 hours after we become aware of it.
  • When you delete a workspace or the contract ends, we delete its content, unless the law requires us to keep it.
  • We give you the information needed to show compliance and allow reasonable audits on 30 days’ notice, at your cost.
  • We transfer data outside the European Economic Area only with the safeguards described in the Privacy Policy.

9. Intellectual property

You keep ownership of the content you upload and of AI output created from it. We own the product, branding and software. We may use aggregated statistics about use of the service that do not identify you, your customers or your content.

10. Availability and liability

We work to keep CustomerSaid available, but we do not guarantee uninterrupted service. Maintenance or provider outages may cause downtime. To the extent the law allows, the service is provided “as is”. Our total liability to a customer is limited to the fees it paid in the 12 months before the claim, and we are not liable for lost profits or indirect damage. This does not limit liability for damage caused intentionally or any liability that cannot be limited by law.

11. Complaints

Send complaints about the service to [email protected], with your account email and a description of the problem. We reply within 14 days.

12. Ending the contract

We may end the free plan with 30 days’ notice by email, or right away if you seriously breach these Terms. Paid subscriptions end at the end of the paid period after cancellation.

13. Changes to these Terms

We may change these Terms for important reasons, such as changes in the law, security, or the service. We will email workspace owners at least 14 days before the changes take effect. If you do not accept them, you can end the contract before then.

14. Governing law and disputes

These Terms are governed by Polish law. Disputes with business customers are settled by the common court with jurisdiction over our address. This does not limit rights that mandatory law gives you.

15. Contact

Questions about these Terms: [email protected]. Privacy questions: [email protected].