Terms of Service

Effective date: March 3, 2026 · Last updated: April 22, 2026

These Terms of Service (“Terms”) govern your access to and use of the Thrilled platform and website at getthrilled.io (the “Service”), operated by Thrilled LLC (“Thrilled,” “we,” “us,” or “our”). By creating an account or using the Service, you agree to these Terms.

1. Service Description

Thrilled is a customer feedback platform that enables you to collect Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Product-Market Fit (PMF) survey responses via in-app widgets, email campaigns, and shareable links. The Service includes analytics dashboards, AI-powered insights, integrations, and related tools.

2. Account Registration

To use the Service, you must create an account with a valid email address and provide accurate information. You are responsible for maintaining the security of your account credentials and for all activity under your account. You must notify us immediately at support@getthrilled.io if you suspect unauthorized access.

3. Subscription and Billing

• Plans: The Service is offered on a monthly subscription basis. Current plans and pricing are listed on our website.
• Billing: Subscriptions are billed monthly in advance via Stripe. By subscribing, you authorize us to charge your payment method on a recurring basis.
• Cancellation: You may cancel your subscription at any time from your billing settings. Cancellation takes effect at the end of the current billing period. No partial refunds are issued for unused time within a billing cycle.
• Price changes: We may change subscription pricing with at least 30 days’ notice. Existing subscribers will be notified by email before any price change takes effect.
• Money-back guarantee: New subscribers may request a full refund within 30 days of their initial subscription by contacting support.

4. Your Data

• Ownership: You retain all rights to the data you submit to the Service, including survey configurations, response data, respondent information, and testimonials (“Your Data”).
• License: You grant us a limited license to process, store, and display Your Data solely to provide the Service to you.
• Export: You may export Your Data at any time using the CSV export feature or API.
• Deletion: Upon account termination, we will retain Your Data for 30 days to allow reactivation, then permanently delete it upon request.

5. Acceptable Use

You agree not to:

• Use the Service for any unlawful purpose or to violate any laws
• Send surveys that contain spam, phishing, or malicious content
• Collect sensitive personal data (health, financial, biometric) via surveys without appropriate legal basis and disclosures to respondents
• Attempt to gain unauthorized access to the Service, other accounts, or our infrastructure
• Reverse engineer, decompile, or disassemble the Service
• Use the Service to compete with Thrilled or to build a similar product
• Resell or redistribute access to the Service without our written consent

6. Fair Use Policy

Thrilled’s plans advertise unlimited responses, unlimited seats, and unlimited contacts. That promise is real and it is designed for the teams we built Thrilled for: individuals, small businesses, and growing SaaS teams — typically organizations below about 250 employees.

“Unlimited” does not mean “infinite.” Our pricing is a fair markup on variable costs (delivery, storage, compute). A single account driving sustained enterprise-scale volume — far beyond what any standard plan price could reasonably cover — is not the use case these plans were designed for.

We reserve the right to reach out and ask you to upgrade to a custom plan, move to dedicated infrastructure, or otherwise relocate to terms that reflect your actual usage if any of the following apply:

• You are consistently sending or receiving volumes that materially exceed the usage patterns of our standard plans (for example, hundreds of thousands of survey responses per month, millions of stored contacts, or similar scale).
• Your team size or the business context of your use suggests you need enterprise features such as SLAs, dedicated-tenant hosting, SSO, audit controls, custom DPAs, or regulated-industry compliance beyond what our standard plans provide.
• You are using Thrilled to white-label, resell, or redistribute access to your own customers (see also Section 5).
• Your workload imposes infrastructure costs on us that substantially exceed the subscription revenue you generate, on a sustained basis.

We will never automatically block, throttle, or restrict your account based on this policy without first contacting you to discuss a plan that fits your scale. If you already know your usage will be enterprise-scale, contact us at support@getthrilled.io to arrange a custom plan.

Tier-level technical limits that do apply to every account — such as per-plan email send caps, AI credit allocations, and SMS/MMS credit allocations — are listed on our pricing page and enforced automatically in the product. Exceeding those limits is handled through overage credits or plan upgrades, not this Fair Use Policy.

7. Intellectual Property

The Service, including its design, code, features, documentation, and branding, is owned by Thrilled LLC and protected by copyright, trademark, and other intellectual property laws. These Terms do not grant you any right to use Thrilled’s trademarks, logos, or branding.

8. Third-Party Integrations

The Service may integrate with third-party services (Slack, HubSpot, Stripe, etc.). Your use of third-party services is governed by their respective terms. We are not responsible for the availability, accuracy, or practices of third-party services.

9. Service Availability

We strive to maintain high availability but do not guarantee uninterrupted access. We may perform scheduled maintenance with reasonable advance notice. We are not liable for downtime caused by factors beyond our reasonable control.

10. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THRILLED LLC SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR BUSINESS OPPORTUNITY, ARISING FROM YOUR USE OF THE SERVICE. OUR TOTAL AGGREGATE LIABILITY SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS PRECEDING THE CLAIM.

11. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE ERROR-FREE OR UNINTERRUPTED.

12. Indemnification

You agree to indemnify and hold harmless Thrilled LLC from any claims, damages, or expenses (including reasonable attorney’s fees) arising from your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

13. Termination

We may suspend or terminate your account if you violate these Terms, engage in abusive conduct, or fail to pay subscription fees. You may terminate your account at any time by canceling your subscription and contacting support to request account deletion.

14. Governing Law

These Terms are governed by the laws of the Commonwealth of Pennsylvania, United States, without regard to conflict of law principles. Any disputes arising under these Terms shall be resolved in the state or federal courts located in Pennsylvania.

15. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email or by posting a notice on the Service at least 30 days before changes take effect. Your continued use of the Service after the effective date constitutes acceptance of the updated Terms.

16. Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

17. Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Thrilled LLC regarding the Service.

18. Contact Us

If you have questions about these Terms, please contact us at:

Thrilled LLC
Email: support@getthrilled.io