Legal

Terms of Service

Last updated: 26 May 2026

These Terms govern your use of Formend, available at https://formend.tech.

1. Service

Formend provides an API and SDK that helps businesses audit customer service conversations, generate QA scores, review support quality, and surface issues to supervisors or authorised managers.

2. Accounts

You are responsible for keeping your login details, API keys, and account access secure. You must not share access with unauthorised users.

3. Subscriptions and Payments

Formend is provided on a monthly subscription basis unless agreed otherwise. Payments are processed by Stripe. If payment fails, we may suspend or limit access to the service.

4. Acceptable Use

You must not use Formend to:

  • break the law
  • process data you do not have permission to process
  • secretly monitor employees where this is unlawful
  • upload highly sensitive data unless agreed in writing
  • reverse engineer or abuse the API
  • overload, attack, or disrupt the service

5. Customer Responsibilities

You are responsible for:

  • telling your staff, agents, contractors, and users where legally required that QA monitoring is taking place
  • getting any required consent or lawful basis
  • ensuring your use of Formend complies with employment, privacy, and data protection laws
  • configuring your systems correctly
  • controlling who can access QA logs and reports

6. AI Output

Formend uses AI to assist with QA review. AI output may be incomplete, inaccurate, or require human review. You should not rely on Formend as the only basis for disciplinary, employment, legal, or financial decisions.

7. Data Processing

Where Formend processes customer support conversations on your behalf, Formend acts as a data processor and you act as the data controller unless agreed otherwise. Our Data Processing Addendum may apply.

8. Intellectual Property

Formend owns the platform, API, SDK, brand, website, software, and documentation. You retain ownership of your customer data and support conversations.

9. Availability

We aim to keep the service available and reliable, but we do not guarantee uninterrupted access.

10. Termination

You may cancel your subscription according to your billing plan. We may suspend or terminate access if you breach these Terms, misuse the service, fail to pay, or create legal or security risk.

11. Limitation of Liability

To the maximum extent permitted by law, Formend is not liable for indirect losses, lost profits, business interruption, loss of goodwill, or decisions made solely based on AI-generated output.

12. Changes

We may update these Terms from time to time. Continued use of the service means you accept the updated Terms.

13. Contact

Email: support@formend.tech
Website: https://formend.tech