Introduction

These Terms and Conditions of Service (“Terms”) govern your access to and use of InovAnalytics and the InovSurveys platform (collectively, the “Service”). By creating an account, subscribing, purchasing credits, or using the Service, you agree to be bound by these Terms.

These Terms form part of a service-level understanding between InovAnalytics and you (the customer). They describe (i) our obligations as the service provider, (ii) your obligations as the customer, (iii) payments and subscription rules, (iv) termination and suspension, and (v) key disclaimers and limitations.

Please also review our Privacy Policy, which explains how personal information is processed. Where there is a conflict between these Terms and the Privacy Policy on privacy matters, the Privacy Policy governs.

Definitions

• “Customer Content” means surveys, datasets, files, text, images, audio, GPS/location data, respondent information, and any other content you upload or generate through the Service.
• “Account Owner” means the primary account holder who controls billing and permissions.
• “Team Members” means users invited by the Account Owner and authorised to access the account.
• “Credits/Units” means prepaid usage credits used for Pay-as-You-Go services and certain chargeable features.
• “Third-Party Services” means external providers integrated into the Service (e.g., payment processors, SMS carriers, cloud infrastructure, and analytics compute services).

InovAnalytics Obligations

• Service operation: We will use reasonable efforts to keep the Service available and functioning on a 24/7 basis, subject to maintenance windows, upgrades, and events beyond our control.
• Data integrity: We will maintain systems intended to receive, process, store, and generate data in a reliable manner, and to preserve data integrity through reasonable safeguards.
• Security controls: We will implement administrative, technical, and organisational measures designed to protect Customer Content against unauthorised access, alteration, loss, or disclosure.
• Backups and recovery: We maintain backup and recovery practices designed to reduce the risk of permanent loss from system failures. Backup retention and restoration may be subject to practical limits and recovery windows described in these Terms.
• Use of Customer Content: We do not use Customer Content for our own purposes. We will not share Customer Content with third parties except (i) to provide the Service through approved Third-Party Services, (ii) with your instruction or consent, (iii) to maintain security or investigate abuse, or (iv) where required by law.
• Payment security: We do not store full card details in our databases. Card payments are processed by accredited PCI-compliant payment processors. We may receive limited transaction metadata (e.g., payment status and reference) for billing and support.
• Documentation: We will provide documentation and guidance to enable self-service use of the platform. Technical support focuses on platform faults or failures.
• Optional professional services: At our discretion, we may offer paid support services (e.g., survey design, configuration, deployment, analysis support). These are not included unless explicitly stated in your plan or a separate agreement.

Customer Obligations

• Compliance with privacy and research ethics: You are responsible for ensuring that your surveys, consent processes, disclosures, and data handling comply with applicable laws, policies, and ethical requirements in your jurisdiction.
• Account administration: You are responsible for managing your account configuration, creating surveys, managing user permissions, and setting up devices/profiles for fieldwork where applicable.
• Lawful content and intellectual property: You may not upload, store, or share content that infringes intellectual property rights or violates applicable law. You represent that you have the right to use any content you upload. We may remove allegedly infringing content and suspend or terminate repeat infringers.
• Security hygiene: You are responsible for keeping credentials secure, using strong passwords, controlling account permissions, and applying good data protection practices, including exporting backups where appropriate for your risk profile.
• Team member responsibility: You are responsible for the actions of your Team Members and for inviting only individuals who are authorised and relevant to your projects.
• Minimum age: You must be at least 13 years old (or the age of digital consent in your country, if higher) to use the Service.
• Self-service expectation: The Service is designed to be self-service. Where you request non-system support (e.g., survey design or deployment by our team), those services may attract fees under the Support Services Plan.

Exceptions and Chargeable Items

Unless explicitly included in your plan, the following may be charged separately:

• SMS invitations: SMS delivery is charged per message by telecommunications carriers. Customers may be required to purchase credits/units for SMS dispatch.
• Advanced text/NLP analysis: Some text/qualitative analysis features may rely on third-party compute services. Charges may apply based on the volume of text processed. If your plan includes an initial credit allocation, usage beyond that allocation may require purchasing additional credits.
• Professional support: If you request our team to design, build, or deploy surveys on your behalf (or provide non-system consulting support), service fees may apply.
• File restoration services: If you request restoration of accidentally deleted files beyond standard self-service recovery, restoration may be chargeable and limited to the available recovery window.

Pricing Plans

InovAnalytics offers two broad pricing categories:

• Survey Administration Pricing (required to run surveys beyond the free/basic limitations)
• Support Services Pricing (optional paid assistance and chargeable add-ons)

Survey Administration Pricing

Survey Administration Pricing applies to the use of the platform to create, deploy, and manage surveys. Customers may use a subscription plan or a Pay-as-You-Go plan, as described below. Support Services are optional and apply only when requested or when specific chargeable features are used.

Subscription Plan

Subscription plans are billed on a recurring monthly basis. Current pricing is available at this link or this link.

Pay as You Go Plan

The Pay-as-You-Go plan allows customers to purchase credits/units to use the Service beyond the free/basic response limits. Current pricing is available at this link or this link.

Support Services Plan

Support services and certain features may be charged against purchased credits/units, including:

• SMS invitations to target respondents
• Advanced text/NLP analysis (sentiment, content, entities), where powered by third-party compute services
• Survey design, configuration, and deployment assistance requested from our support team
• Chargeable file restoration services (limited to the recovery window and available backups)

Payments and Billing

Subscription customers are billed monthly. Where invoices are issued, customers may pay via supported methods (including debit/credit cards or other approved payment channels). Customers may choose automatic card billing or manual payment based on invoices.

Pay-as-You-Go customers are charged when credits/units are purchased. Where applicable, purchased credits/units may have expiry rules disclosed at the point of purchase or in the console.

Subscription Upgrade and Downgrade

Customers may upgrade or downgrade plans. Where plan changes occur mid-cycle, billing impacts may apply as shown in the console or invoice logic. If you move from Pay-as-You-Go to a subscription plan, any remaining valid credits/units may be retained for future use, subject to expiry rules.

Service Termination

Termination by Customer

The Account Owner (or a Team Member authorised by the Account Owner) may request account cancellation at any time. After cancellation, the account may enter an inactive state for a limited recovery window to protect against accidental deletion or malicious activity. After the recovery window ends, Customer Content may be permanently deleted from the live environment and, where applicable, removed from backups in accordance with our retention and backup practices.

Unless required by law or explicitly agreed otherwise, there are generally no refunds for subscription fees paid for the current billing period, nor for unused credits/units. Refund exceptions may apply where:

• We materially breach these Terms and fail to remedy the breach within 30 days after written notice;
• A refund is required by law; or
• We determine, at our reasonable discretion, that a refund is appropriate.

Termination by InovAnalytics

InovAnalytics may suspend or terminate an account in the following circumstances:

• Material breach: Significant or repeated breach of these Terms after warning or notice.
• Non-payment: Where subscription payments remain outstanding for an extended period (e.g., 90 days), subject to notice practices.
• Extended inactivity (Pay-as-You-Go): No platform activity for 12 months may result in closure, subject to reasonable notice. Subscription customers actively paying are generally not affected by inactivity.
• Business cessation/insolvency (business customers): If a business customer ceases operations or becomes insolvent, we may terminate the account consistent with legal and operational requirements.

Where practicable, we will provide notice before termination. In rare cases, immediate termination may be required to protect the platform, other customers, or where required by law.

Service Suspension

InovAnalytics may suspend accounts temporarily where a breach is suspected or confirmed, or where suspension is necessary to protect the Service. Suspensions may range from a short period to longer durations depending on severity. Severe breaches (including those that create legal or financial risk for InovAnalytics) may result in termination.

Customers are responsible for ensuring that surveys comply with applicable privacy and disclosure requirements, including providing respondents with appropriate information about the purpose of the survey, participation rights, and any anonymity/confidentiality commitments.

Data Loss and Recovery

Data Loss

Digital services carry inherent risks, including cyber incidents, infrastructure failures, and accidental deletion by users. While we implement safeguards, no platform can eliminate all risks. Customers should apply appropriate operational controls, including exporting backups for critical projects where necessary.

Data Recovery

We maintain backup and recovery practices intended to reduce the risk of permanent loss from system failures. Recovery may be limited by backup availability, recovery windows, and the feasibility of restoration.

Organisational-Level Backups

We perform scheduled backups of platform data and Customer Content as part of business continuity. Backup frequency and retention may vary based on operational requirements and system design.

Customer-Level Recovery Window

Where account cancellation/deletion occurs, we may apply a recovery window (for example, 15 days) to protect customers against accidental deletion. During this time, the account may remain inactive and restorable upon request and verification. After the recovery window, content may be permanently deleted.

Liabilities and Disclaimers

• Survey design responsibility: InovAnalytics is not responsible for losses or outcomes caused by poor survey design, incorrect configuration (including skip logic), or insufficient customer testing prior to deployment.
• Availability limitations: While we aim for strong uptime, uninterrupted availability cannot be guaranteed. The Service may be affected by events beyond our control (including cloud provider outages, third-party failures, or cyber incidents).
• Limitation of liability: To the maximum extent permitted by law, InovAnalytics will not be liable for indirect, incidental, special, consequential, or punitive damages, or loss of profits, revenue, goodwill, or business opportunity arising from your use of the Service.

Review and Updates to Terms

We may update these Terms from time to time to reflect platform changes, new features, legal requirements, or operational improvements. Where changes are material, we will take reasonable steps to notify customers via the website, platform notices, or other appropriate channels. Continued use of the Service after an update means you accept the updated Terms.