LoopbackLoopback Terms of Service
Effective Date: 2026-07-14 · Last Updated: 2026-07-14 · Version: v1.0
Language and Authoritative VersionThis document is available in multiple languages for your convenience. The displayed language follows your interface language setting in Loopback; languages not yet available default to English.The English version is the authoritative version; other language translations are provided for reference only. In case of any discrepancy or conflict, the English version shall prevail.
1. Acceptance of Terms
These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer" or "you") and HAKKO AI PTE. LTD. ("Loopback," "we," or "us") governing your use of the Loopback feedback analytics service (the "Service"). By registering an account, accessing, or using the Service, you agree to these Terms and our Privacy Policy. If you accept these Terms on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.
If an enterprise customer has executed a separate written Master Service Agreement (MSA) or Order Form with us, that agreement shall govern, and these Terms shall apply supplementarily.
2. Definitions
- "Account"means the account you create to register for and use the Service.
- "Customer Data"means data you upload, connect, or otherwise process through the Service, including data collected fromFeedback datachannels and your configuration settings.
- "Channels"means the third-party platforms you choose to connect (e.g., App Store, Google Play, Steam, Reddit, Discord, Slack, Telegram, Lark/WeCom, Zendesk, Intercom, Typeform, Trustpilot, etc.).
- "AI Output"means the classifications, summaries, insights, and other results generated by large language models based on Customer Data through the Service.
- "Subscription"means the paid or free tier you select (Free / Pro / Max).
3. Accounts and Eligibility
- You must be at least 18 years old and have the legal capacity to enter into a contract; the Service is intended for organizations and businesses.
- You must provide accurate information and keep it up to date, and you are responsible for all activity under your Account and for keeping your credentials confidential.
- You must notify us immediately if you become aware of any unauthorized use of your Account.
4. Subscriptions, Billing, and Refunds
- Tiers and FeaturesDifferent Subscription tiers (Free / Pro / Max) unlock different features and AI model levels; the pricing page/order form governs the specific details.
- BillingPaid Subscriptions are billed monthly or annually in advance. Unless otherwise agreed, fees are exclusive of taxes, which are your responsibility.
- Auto-RenewalSubscriptions renew automatically at the end of each term unless canceled before the current term ends.
- RefundsExcept as required by law or otherwise agreed in writing, fees already paid arenon-refundable; you may cancel to stop future charges effective at the end of the current billing period.
- ChangesWe may adjust pricing and plans with 30 days' advance notice; changes take effect in the next billing cycle.
5. Acceptable Use Policy (AUP)
You agree not to: not to: ：
- Violate any applicable law, or infringe others' intellectual property, privacy, or other rights;
- Violate the terms of service or API usage policies of any connectedchannels/third-party platforms;(You must ensure you have the necessary authorization and lawful basis for collecting data from connected channels);
- Circumvent or bypass rate limits, access controls, or security mechanisms of the Service; reverse-engineer the Service (except where permitted by law);
- Use the Service to send spam or malicious code, or conduct unauthorized scraping, bulk extraction, or attacks;
- Resell or sublicense the Service, or use it beyond your subscription's authorized scope;
- Upload personal information or sensitive data you have no legal right to process.
Violation of this section entitles us to suspend or terminate the Service without refund.
6. Customer Data & Intellectual Property
- Ownership: You (or the relevant rights holder) retain ownership of your Customer Data. You grant us a non-exclusive license, necessary to provide the Service, to host, process, transmit, and share data with third-party model/cloud providers for analysis.
- Your Responsibility: You represent and warrant that you have obtained the necessary authorization and lawful basis for collecting and processing feedback data, and act as the controller with respect to end users (see our Privacy Policy and DPA for details).
- Our Intellectual Property: The Service itself, including software, interfaces, documentation, and trademarks, belongs to Loopback. No rights are transferred except as expressly granted in these Terms.
- Feedback & Suggestions: If you provide us with improvement suggestions, we may use them free of charge without any obligation to you.
- Aggregated Data: We may use de-identified, aggregated statistical data to improve the Service; such data does not identify you or your end users.
7. AI Output Disclaimer (Important)
- AI Output is automatically generated by large language models andmay contain errors, omissions, bias, or "hallucinations". We do not guarantee its accuracy, completeness, or fitness for any purpose.
- AI Outputis for reference only and does not constituteprofessional, legal, financial, or business advice. You are solely responsible for evaluating and acting on any decisions based on AI Output.
- The Service relies on third-party model providers, and availability or results may change based on provider updates.
8. Third-Party Channels & Providers
- The Service requires connections to third-party channels and model/cloud providers. Their availability, policies, and terms are determined solely by them and are beyond our control.
- Changes to APIs, rate limits, or service discontinuation by third-party platforms may affect related features. We are not liable for such changes but will make reasonable efforts to maintain compatibility.
- Your relationship with any third party is governed by their respective terms.
9. Service Availability & Support
- We strive to keep the Service available, but unless otherwise committed in a separate SLA, the Service is provided "as is" without guarantee of uninterrupted or error-free operation.
- We may perform maintenance, updates, or feature adjustments; we will make reasonable efforts to provide advance notice of material adverse changes.
10. Confidentiality
Both parties agree to keep confidential any non-public information disclosed under these Terms, using it solely to fulfill the purposes of these Terms, and not disclosing it except as required by law or with the other party's written consent.
11. Disclaimer of Warranties
To the maximum extent permitted by applicable law, the Service and AI outputs are provided"as is" and "as available"without warranties of any kind, express or implied, including implied warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation.
12. Limitation of Liability
To the maximum extent permitted by applicable law:
- Neither party shall be liable for any indirect, incidental, special, consequential, or punitive damages, or for loss of profits, data, or goodwill;
- Our aggregate liability under these Terms shall belimited to the fees you actually paid us in the 12 months preceding the event giving rise to the claim.。
- The above limitations do not apply to liability that cannot be excluded by law (such as willful misconduct, gross negligence, or personal injury).
13. Indemnification
You shall indemnify us against reasonable losses, liabilities, and expenses (including reasonable attorneys' fees) arising from any third-party claim resulting from your (a) breach of these Terms or applicable law, (b) collection or processing of feedback data without lawful basis, or (c) infringement of third-party rights.
14. Term and Termination
- These Terms take effect upon your acceptance and remain in effect until your account is closed or your subscription terminates.
- You may cancel your subscription at any time; paid amounts are handled per Section 4.
- We may suspend or terminate the Service if you breach these Terms.
- Upon termination, export and deletion of Customer Data will be handled in accordance with Section 7 of the Privacy Policy and the DPA.
- Provisions that by their nature should survive termination (including intellectual property, confidentiality, limitation of liability, indemnification, and dispute resolution) will remain in effect.
15. Governing Law and Dispute Resolution
- These Terms are governed by the laws of Singapore, without regard to its conflict of laws principles.
- Any dispute arising from these Terms shall first be resolved through good-faith negotiation. If negotiation fails, the dispute shall be referred to and finally resolved by arbitration in Singapore administered by the Singapore International Arbitration Centre (SIAC) in accordance with its arbitration rules then in effect.
- Where mandatory consumer rights in your jurisdiction cannot be excluded, local law will prevail.
16. Miscellaneous
- Severability: If any provision is held invalid, the remaining provisions will remain in full effect.
- No Waiver: Failure to exercise any right does not constitute a waiver.
- Assignment: You may not assign these Terms without our prior written consent; we may assign these Terms in connection with a merger or reorganization.
- Entire Agreement: These Terms, together with the Privacy Policy, DPA, and any order form or MSA, constitute the entire agreement between the parties regarding the Service.
- Changes to These Terms: We may update these Terms and will provide advance notice of material changes; continued use after changes take effect constitutes acceptance.
17. Contact Us
- General/Business: [email protected]
- Legal: [email protected]
- Address: 120 Robinson Road #13-01 Singapore 068913