Loopback 服務條款 / Terms of Service
生效日期：2026-07-14 · 最近更新：2026-07-14 · 版本：v1.0
語言與權威版本：本條款提供多語言版本以便您閱讀，顯示語言會隨您在 Loopback 中選擇的介面語言變化，未提供的語言預設回退至英文版。權威版本為英文版；其他語言譯本僅供參考，若譯本與英文版有歧義或衝突，一律以英文版為準。
1. 接受條款
本服務條款（「本條款」）是您（「客戶」或「您」）與 HAKKO AI PTE. LTD.（「Loopback」、「我們」）之間就使用 Loopback 反饋分析服務（「服務」）達成的具有法律約束力的協議。註冊帳戶、存取或使用本服務，即表示您同意本條款及《隱私權政策》。若您代表某組織接受本條款，即表示您有權使其受本條款約束。
若企業客戶與我們另行簽署書面主服務協議（MSA）或訂單，則以該協議為準，本條款作為其補充。
2. 定義
- 「帳戶」：您為使用服務所建立的帳號。
- 「客戶資料」：您上傳、串接或經服務處理的資料，包括從各渠道蒐集的反饋數據以及您的設定資訊。
- 「渠道」：您選擇串接的第三方平台（App Store、Google Play、Steam、Reddit、Discord、Slack、Telegram、Lark/企業微信、Zendesk、Intercom、Typeform、Trustpilot 等）。
- 「AI 輸出」：服務基於客戶資料，透過大型語言模型生成的分類、摘要、洞察等結果。
- 「訂閱」：您所選擇的付費或免費方案（Free / Pro / Max）。
3. 帳戶與資格
- 您須年滿 18 歲並具備訂立合約的能力；本服務面向組織與企業。
- 您須提供準確資訊並及時更新，並對帳戶下的一切活動及憑證保密負責。
- 發現未經授權使用時應立即通知我們。
4. 訂閱、計費與退款
- 方案與功能：不同訂閱方案（Free / Pro / Max）解鎖不同功能與 AI 模型層級；詳細內容以下單頁面/價目表為準。
- 計費：付費訂閱按月或按年預付，除非另有約定，費用不含稅，相關稅費由您負擔。
- 自動續訂：訂閱到期將自動續訂，除非您在當期結束前取消。
- 退款：除法律強制規定或書面另有約定外，已支付費用不予退還；您可於當期結束時取消，以停止後續扣款。
- 變更：我們可調整價格與方案，並提前 30 天通知；變更將於下一計費週期生效。
5. 可接受使用政策（AUP）
您同意不得：
- 違反任何適用法律，或侵犯他人智慧財產權、隱私或其他權利；
- 違反所串接渠道／第三方平台的服務條款或 API 使用政策（您須確保對所串接渠道及其資料擁有必要的授權與合法蒐集依據）；
- 規避、繞過服務的速率限制、存取控制或安全機制；對服務進行逆向工程（法律允許者除外）；
- 利用服務發送垃圾訊息、惡意程式碼，或進行未經授權的爬取、大量擷取、攻擊；
- 轉售、轉授權服務，或超出訂閱授權範圍使用；
- 上傳您無合法權利處理的個人資訊或敏感資料。
違反本節，我們有權暫停或終止服務，且不予退款。
6. 客戶資料與智慧財產權
- 歸屬：客戶資料的所有權歸您（或相應權利人）所有。您授予我們為提供服務所必需的、非獨家的授權，以託管、處理、傳輸並將資料送交第三方模型／雲端供應商進行分析。
- 您的責任：您聲明並保證已就蒐集與處理反饋資料取得必要的授權與合法性基礎，並就此對終端使用者承擔控制者責任（詳見《隱私政策》與 DPA）。
- 我們的智慧財產權：服務本身、軟體、介面、文件及商標歸 Loopback 所有。除本條款明示授予外，不轉讓任何權利。
- 反饋建議：若您向我們提供改進建議，我們可無償使用而不產生對您的義務。
- 彙總資料：我們可使用去識別化、彙總的統計資料改進服務，此類資料不識別您或終端使用者。
7. AI 輸出免責聲明（重要）
- AI 輸出由大型語言模型自動生成，可能存在錯誤、遺漏、偏差或「幻覺」，我們不保證其準確性、完整性或適用性。
- AI 輸出僅供參考，不構成專業、法律、財務或商業決策建議。您應自行判斷並對基於 AI 輸出所作決策承擔責任。
- 服務依賴第三方模型供應商，其可用性、結果可能隨供應商變更而變化。
8. 第三方渠道與供應商
- 服務需串接第三方渠道與模型／雲端供應商；這些第三方的可用性、政策與條款由其自行決定，不在我們控制範圍內。
- 第三方平台變更 API、限流或中止服務可能影響相應功能，對此我們不承擔責任，但會盡合理努力維持相容性。
- 您與第三方之間的關係受其各自條款約束。
9. 服務可用性與支援
- 我們努力維持服務可用，但除非在個別的 SLA 中另有承諾，服務按「現狀」提供，不保證不中斷或無錯誤。
- 我們可進行維護、更新或功能調整；重大不利變更將盡力提前通知。
10. 保密
雙方對因本條款獲知的對方非公開資訊負保密義務，僅得為履行本條款目的使用，除法律要求或對方書面同意外不得揭露。
11. 保證免責
在適用法律允許的最大範圍內，服務及 AI 輸出按「現狀」與「現有」提供，我們不作任何明示或默示保證，包括適售性、特定用途適用性、不侵權及不間斷/無錯誤的默示保證。
12. 責任限制
在適用法律允許的最大範圍內：
- 任何一方均不對間接、附帶、特殊、後果性或懲罰性損害，或利潤、資料、商譽損失承擔責任；
- 我們就本條款項下的累計責任總額，以您在索賠事件發生前12個月內向我們實際支付的費用為限。
- 上述限制不適用於法律不允許排除的責任（如故意或重大過失、人身傷害等）。
13. 賠償
因您（a）違反本條款或適用法律，（b）無合法依據蒐集/處理反饋資料，或（c）侵犯第三方權利，導致我們遭受第三方索賠的，您應就由此產生的合理損失、責任與費用（含合理律師費）對我們予以賠償。
14. 期限與終止
- 本條款自您接受起生效，至帳戶註銷或訂閱終止止。
- 您可隨時取消訂閱；付費部分按第 4 節處理。
- 若您違反本條款，我們可暫停或終止服務。
- 終止後，客戶資料的匯出與刪除按《隱私政策》第 7 節及 DPA 約定處理。
- 依其性質應存續的條款（如智慧財產權、保密、責任限制、賠償、爭議解決）終止後繼續有效。
15. 適用法律與爭議解決
- 本條款受新加坡法律管轄，不含其衝突法規則。
- 因本條款產生的爭議，雙方應先友好協商；協商不成的，提交新加坡國際仲裁中心（SIAC）按其屆時有效的仲裁規則在新加坡仲裁解決。
- 如您所在地區存在不可排除的強制性消費者權利，則以當地法律為準。
16. 其他
- 可分割性：任一條款無效不影響其餘條款效力。
- 不棄權：未行使權利不構成棄權。
- 轉讓：未經我們書面同意，您不得轉讓本條款；我們可在業務合併/重組時轉讓。
- 完整協議：本條款（連同《隱私政策》、DPA 及任何訂單/MSA）構成雙方就服務達成的完整協議。
- 條款變更：我們可更新本條款，重大變更將提前通知；變更生效後繼續使用即視為接受。
17. 聯絡我們
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