Loopback 服务条款 / Terms of Service
生效日期：2026-07-14 · 最近更新：2026-07-14 · 版本：v1.0
语言与权威版本：本条款提供多语言版本以便您阅读，展示语言随您在 Loopback 中所选界面语言变化，未提供的语言默认回退至英文版。权威版本为英文版；其他语言译本仅供参考，如译本与英文版存在歧义或冲突，以英文版为准。
1. 接受条款
本服务条款（"本条款"）是您（"客户"或"您"）与HAKKO AI PTE. LTD.（"Loopback"、"我们"）之间就使用 Loopback 反馈分析服务（"服务"）达成的具有法律约束力的协议。注册账户、访问或使用本服务，即表示您同意本条款及《隐私政策》。若您代表某组织接受本条款，即表示您有权使其受本条款约束。
若企业客户与我们另行签署了书面主服务协议（MSA）或订单，则以该协议为准，本条款为其补充。
2. 定义
- "账户"：您注册使用服务所创建的账号。
- "客户数据"：您上传、接入或经服务处理的数据，包括从各渠道采集的反馈数据及您的配置信息。
- "渠道"：您选择接入的第三方平台（App Store、Google Play、Steam、Reddit、Discord、Slack、Telegram、飞书/企业微信、Zendesk、Intercom、Typeform、Trustpilot 等）。
- "AI 输出"：服务基于客户数据经大语言模型生成的分类、摘要、洞察等结果。
- "订阅"：您所选的付费或免费等级（Free / Pro / Max）。
3. 账户与资格
- 您须年满 18 岁并具备订立合同的能力；本服务面向组织与企业。
- 您须提供准确信息并及时更新，对账户下的一切活动及凭据保密负责。
- 发现未经授权使用时应立即通知我们。
4. 订阅、计费与退款
- 等级与功能：不同订阅等级（Free / Pro / Max）解锁不同功能与 AI 模型层级；具体以下单页面/价目表为准。
- 计费：付费订阅按月度或年度预付，除非另有约定，费用不含税，相关税费由您承担。
- 自动续订：订阅到期自动续订，除非您在当期结束前取消。
- 退款：除法律强制或书面另有约定外，已支付费用不予退款；您可在当期结束时取消以停止后续扣费。
- 变更：我们可调整价格与套餐，并提前30天通知；变更在下一计费周期生效。
5. 可接受使用（AUP）
您同意不得：
- 违反任何适用法律，或侵犯他人知识产权、隐私或其他权利；
- 违反所接入渠道/第三方平台的服务条款或 API 使用政策（您须确保对所接入渠道及其数据拥有必要的授权与合法采集依据）；
- 规避、绕过服务的速率限制、访问控制或安全机制；对服务进行逆向工程（法律允许者除外）；
- 利用服务发送垃圾信息、恶意代码，或进行未授权的爬取、批量抓取、攻击；
- 转售、转授权服务，或超出订阅授权范围使用；
- 上传您无合法权利处理的个人信息或敏感数据。
违反本节我们有权暂停或终止服务，且不退款。
6. 客户数据与知识产权
- 归属：客户数据的所有权归您（或相应权利人）所有。您授予我们为提供服务所必需的、非独占的许可，以托管、处理、传输并将数据送交第三方模型/云供应商进行分析。
- 您的责任：您声明并保证已就采集与处理反馈数据取得必要的授权与合法性基础，并就此对终端用户承担控制者责任（详见《隐私政策》与 DPA）。
- 我们的知识产权：服务本身、软件、界面、文档及商标归 Loopback 所有。除本条款明示授予外，不转让任何权利。
- 反馈建议：若您向我们提供改进建议，我们可无偿使用而不产生对您的义务。
- 聚合数据：我们可使用去标识化、聚合的统计数据改进服务，此类数据不识别您或终端用户。
7. AI 输出免责声明（重要）
- AI 输出由大语言模型自动生成，可能存在错误、遗漏、偏差或"幻觉"，我们不保证其准确性、完整性或适用性。
- AI 输出仅供参考，不构成专业、法律、财务或商业决策建议。您应自行判断并对基于 AI 输出所作决策承担责任。
- 服务依赖第三方模型供应商，其可用性、结果可能随供应商变更而变化。
8. 第三方渠道与供应商
- 服务需连接第三方渠道与模型/云供应商；这些第三方的可用性、政策与条款由其自行决定，不在我们控制之内。
- 第三方平台变更 API、限流或中止服务可能影响相应功能，对此我们不承担责任，但会尽合理努力维护兼容。
- 您与第三方之间的关系受其各自条款约束。
9. 服务可用性与支持
- 我们努力保持服务可用，但除非在单独的 SLA 中另有承诺，服务按"现状"提供，不保证不中断或无错误。
- 我们可进行维护、更新或功能调整；重大不利变更将尽力提前通知。
10. 保密
双方对因本条款获知的对方非公开信息负保密义务，仅为履行本条款目的使用，除法律要求或对方书面同意外不得披露。
11. 保证免责
在适用法律允许的最大范围内，服务及 AI 输出按"现状"与"现有"提供，我们不作任何明示或默示保证，包括适销性、特定用途适用性、不侵权及不间断/无错误的默示保证。
12. 责任限制
在适用法律允许的最大范围内：
- 任何一方均不对间接、附带、特殊、后果性或惩罚性损害，或利润、数据、商誉损失承担责任；
- 我们就本条款项下的累计责任总额，以您在索赔事件发生前12个月内向我们实际支付的费用为限。
- 上述限制不适用于法律不允许排除的责任（如故意或重大过失、人身伤害等）。
13. 赔偿
因您（a）违反本条款或适用法律，（b）无合法依据采集/处理反馈数据，或（c）侵犯第三方权利，导致我们遭受第三方索赔的，您应就由此产生的合理损失、责任与费用（含合理律师费）对我们予以赔偿。
14. 期限与终止
- 本条款自您接受起生效，至账户注销或订阅终止止。
- 您可随时取消订阅；付费部分按第 4 节处理。
- 若您违反本条款，我们可暂停或终止服务。
- 终止后，客户数据的导出与删除按《隐私政策》第 7 节及 DPA 约定处理。
- 依其性质应存续的条款（如知识产权、保密、责任限制、赔偿、争议解决）终止后继续有效。
15. 适用法律与争议解决
- 本条款受新加坡法律法律管辖，不含其冲突法规则。
- 因本条款产生的争议，双方应先友好协商；协商不成的，提交新加坡国际仲裁中心（SIAC）按其届时有效的仲裁规则在新加坡仲裁解决。
- 如您所在地区存在不可排除的强制性消费者权利，则以当地法律为准。
16. 其他
- 可分割性：任一条款无效不影响其余条款效力。
- 不弃权：未行使权利不构成弃权。
- 转让：未经我们书面同意，您不得转让本条款；我们可在业务合并/重组时转让。
- 完整协议：本条款（连同《隐私政策》、DPA 及任何订单/MSA）构成双方就服务达成的完整协议。
- 条款变更：我们可更新本条款，重大变更将提前通知；变更生效后继续使用即视为接受。
17. 联系我们
Loopback Terms of Service
Effective date: 2026-07-14 · Last updated: 2026-07-14 · Version: v1.0
Language & governing version: These Terms are offered in multiple languages for your convenience; the language shown follows the interface language you select in Loopback, and any language not provided defaults to this English version. The governing version is this English version. Other translations are for reference only; in case of ambiguity or conflict between a translation and the English version, the English version prevails.
1. Acceptance of Terms
These Terms of Service (the "Terms") form a legally binding agreement between you (the "Customer" or "you") and HAKKO AI PTE. LTD. ("Loopback", "we", "us") regarding 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 the Privacy Policy. If you accept these Terms on behalf of an organization, you represent that you have authority to bind it.
If a business Customer has entered into a separate written Master Services Agreement (MSA) or order form with us, that agreement prevails and these Terms supplement it.
2. Definitions
- "Account": the account you create to use the Service.
- "Customer Data": data you upload, connect or have processed by the Service, including Feedback data collected from channels and your configuration information.
- "Channels": the third-party platforms you choose to connect (App Store, Google Play, Steam, Reddit, Discord, Slack, Telegram, Feishu/WeCom, Zendesk, Intercom, Typeform, Trustpilot, etc.).
- "AI Output": the classifications, summaries, insights and other results the Service generates from Customer Data via large language models.
- "Subscription": the paid or free tier you select (Free / Pro / Max).
3. Account and eligibility
- You must be at least 18 years old and able to form 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 credentials confidential.
- You must notify us immediately of any unauthorized use.
4. Subscriptions, billing and refunds
- Tiers and features: different subscription tiers (Free / Pro / Max) unlock different features and AI model levels; the applicable order page/price list governs.
- Billing: paid subscriptions are prepaid on a a monthly or annual basis; unless otherwise agreed, fees are exclusive of taxes, which you bear.
- Auto-renewal: subscriptions renew automatically at the end of the term unless you cancel before the current term ends.
- Refunds: except where required by law or otherwise agreed in writing, fees paid are non-refundable; you may cancel at the end of the current term to stop future charges.
- Changes: we may adjust prices and plans with 30 days' prior notice; changes take effect in the next billing cycle.
5. Acceptable Use Policy (AUP)
You agree 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 the connected Channels/third-party platforms (you must ensure you have the necessary authorization and lawful basis to collect data from the Channels you connect);
- circumvent or bypass the Service's rate limits, access controls or security mechanisms, or reverse engineer the Service (except as permitted by law);
- use the Service to send spam or malicious code, or to conduct unauthorized crawling, bulk scraping or attacks;
- resell or sublicense the Service, or use it beyond the scope of your Subscription;
- upload personal information or sensitive data you have no lawful right to process.
We may suspend or terminate the Service for violations of this section, without refund.
6. Customer Data and intellectual property
- Ownership: Customer Data is owned by you (or the relevant rights holder). You grant us a non-exclusive license, as necessary to provide the Service, to host, process, transmit and send data to third-party model/cloud providers for analysis.
- Your responsibility: you represent and warrant that you have obtained the necessary authorization and legal basis to collect and process Feedback data, and that you bear Controller responsibility toward End Users in this regard (see the Privacy Policy and DPA).
- Our intellectual property: the Service itself, software, interfaces, documentation and trademarks belong to Loopback. No rights are transferred except as expressly granted in these Terms.
- Feedback and suggestions: if you provide us suggestions for improvement, we may use them freely without any obligation to you.
- Aggregated data: we may use de-identified, aggregated statistics to improve the Service; such data does not identify you or End Users.
7. AI Output disclaimer (important)
- AI Output is generated automatically by large language models and may contain errors, omissions, bias or "hallucinations"; we do not warrant its accuracy, completeness or fitness.
- AI Output is for reference only and does not constitute professional, legal, financial or business decision-making advice. You must exercise your own judgment and are responsible for decisions made based on AI Output.
- The Service relies on third-party model providers whose availability and results may change as those providers change.
8. Third-party Channels and providers
- The Service must connect to third-party Channels and model/cloud providers; the availability, policies and terms of these third parties are determined by them and are outside our control.
- Changes to third-party APIs, rate limiting or service discontinuation may affect corresponding features; we are not responsible for this but will make reasonable efforts to maintain compatibility.
- Your relationship with third parties is governed by their respective terms.
9. Service availability and support
- We strive to keep the Service available, but unless otherwise committed in a separate SLA, the Service is provided "as is" with no guarantee of uninterrupted or error-free operation.
- We may perform maintenance, updates or feature changes; we will endeavor to give advance notice of material adverse changes.
10. Confidentiality
Each party is obligated to keep confidential the other party's non-public information learned under these Terms, to use it only for the purposes of these Terms, and not to disclose 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 Output are provided "as is" and "as available", and we make no express or implied warranties, 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 is liable for indirect, incidental, special, consequential or punitive damages, or loss of profits, data or goodwill;
- our aggregate liability under these Terms is limited 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 (e.g. willful misconduct or gross negligence, personal injury).
13. Indemnification
You will indemnify us against reasonable losses, liabilities and costs (including reasonable legal fees) arising from third-party claims resulting from your (a) breach of these Terms or applicable law, (b) collection/processing of Feedback data without a lawful basis, or (c) infringement of third-party rights.
14. Term and termination
- These Terms take effect upon your acceptance and continue until your Account is closed or your Subscription terminates.
- You may cancel your Subscription at any time; paid portions are handled per Section 4.
- If you breach these Terms, we may suspend or terminate the Service.
- After termination, export and deletion of Customer Data are handled per Section 7 of the Privacy Policy and the DPA.
- Terms that by their nature should survive (e.g. intellectual property, confidentiality, limitation of liability, indemnification, dispute resolution) survive termination.
15. Governing law and dispute resolution
- These Terms are governed by the laws of the laws of Singapore, excluding its conflict-of-laws rules.
- Disputes arising from these Terms shall first be resolved amicably; failing that, they shall be submitted to arbitration administered by the Singapore International Arbitration Centre (SIAC) in Singapore under its rules then in effect.
- Where non-waivable mandatory consumer rights exist in your region, local law prevails.
16. Miscellaneous
- Severability: if any provision is invalid, the remaining provisions remain in effect.
- No waiver: failure to exercise a right does not constitute a waiver.
- Assignment: you may not assign these Terms without our written consent; we may assign in a merger/reorganization.
- Entire agreement: these Terms (together with the Privacy Policy, DPA and any order/MSA) constitute the entire agreement between the parties regarding the Service.
- Changes to Terms: we may update these Terms; material changes will be notified in advance, and continued use after they take effect constitutes acceptance.
17. Contact us
Loopback