# Terms of Service - ClosedLoop AI > ClosedLoop AI Platform Terms and Conditions governing your use of our product intelligence platform. --- # Terms of Service Platform terms and conditions governing your use of ClosedLoop AI Effective: February 10, 2026 Updated: February 10, 2026 29 min read Table of Contents [1. Agreement to Terms](#agreement)[2. Definitions](#definitions)[3. Eligibility](#eligibility)[4. Account Registration](#account)[5. Service Description](#service)[6. Plans, Credits, and Billing](#plans)[7. Customer Data](#customer-data)[8. Intellectual Property](#ip)[9. Acceptable Use](#acceptable-use)[10. Third-Party Integrations](#third-party)[11. Confidentiality](#confidentiality)[12. Warranties and Disclaimers](#warranties)[13. Limitation of Liability](#liability)[14. Indemnification](#indemnification)[15. Termination](#termination)[16. Modifications to Terms](#modifications)[17. Governing Law](#governing-law)[18. Dispute Resolution](#dispute-resolution)[19. General Provisions](#general)[20. Contact Information](#contact) ## 1. Agreement to Terms These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "you," or "your") and ClosedLoop Labs LLC, a Delaware limited liability company ("ClosedLoop," "Company," "we," "us," or "our"), governing your access to and use of the ClosedLoop AI platform, including our web application, API, CLI tool, MCP server, and all related services (collectively, the "Service"). By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent and warrant that you have the authority to bind that organization to these Terms. These Terms incorporate by reference the following documents, which form part of this agreement: - [Privacy Policy](https://closedloop.sh/privacy)— how we collect, use, and protect personal data - [AI Terms of Service](https://closedloop.sh/ai-terms)— terms specific to our AI-powered features - [Data Processing Agreement](https://closedloop.sh/dpa)— how we process data on your behalf - [Cookie Policy](https://closedloop.sh/cookies)— how we use cookies and tracking technologies In the event of a conflict between these Terms and any incorporated document, these Terms shall prevail unless the incorporated document explicitly states otherwise. ## 2. Definitions **"Customer Data"**means all data, content, and information that you or your Authorized Users submit to, upload to, or process through the Service, including conversation transcripts, support tickets, survey responses, and any other source materials. **"Authorized Users"**means individuals who are authorized by you to use the Service under your account, including your employees, contractors, and agents. **"Insights"**means the structured outputs, reports, signals, and analysis generated by the Service from your Customer Data. **"Credits"**means the units of consumption used to measure your usage of the Service, as described in Section 6. **"Subscription Plan"**means the tier of Service you have selected (Free, Growth, or Enterprise), each with its own features, credit allocation, and pricing. ## 3. Eligibility To use the Service, you must: - Be at least 18 years old - Have the legal capacity to enter into a binding agreement - Not be prohibited from using the Service under applicable law - If acting on behalf of an organization, have the authority to bind that organization ## 4. Account Registration To access the Service, you must create an account by providing accurate, current, and complete information. You agree to: - Keep your account credentials secure and confidential - Not share your account or API keys with unauthorized parties - Promptly notify us of any unauthorized access to your account - Accept responsibility for all activity that occurs under your account We reserve the right to suspend or terminate accounts that are inactive for more than 12 consecutive months. ## 5. Service Description ClosedLoop AI is a product intelligence platform that analyzes customer conversations and feedback to generate structured, actionable product insights. The Service includes: - **Data Ingestion:**Automated collection of customer conversations from connected integrations (e.g., Gong, Slack, Zendesk, Intercom) - **AI Analysis:**Processing of conversations using artificial intelligence to extract feedback signals, sentiment, and themes - **Insight Generation:**Structured output including product signals, outcome categories, priority scores, and trend analysis - **Dashboard and Reporting:**Web-based interface for viewing, filtering, and acting on insights - **API and Developer Tools:**REST API, CLI tool, and MCP server for programmatic access - **Integrations:**Connections to third-party tools for both data ingestion and insight delivery The specific features available to you depend on your Subscription Plan. We may update, modify, or discontinue features with reasonable notice. ## 6. Plans, Credits, and Billing **Subscription Plans.**The Service is offered under tiered Subscription Plans (currently Free, Growth, and Enterprise), each with different features, credit allocations, and pricing as described on our [pricing page](https://closedloop.sh/pricing). **Credits.**Usage of the Service is measured in credits. Credit consumption varies by data type — for example, a 30-minute call transcript consumes approximately 6,000 credits, while a support ticket consumes approximately 100 credits. Detailed usage tracking is available in your dashboard. **Free Plan.**The Free plan includes a monthly credit allocation at no charge. Unused credits do not roll over to the next month. If you exceed your monthly allocation, processing will pause until the next billing cycle or until you upgrade. **Paid Plans.**Paid plans are billed monthly or annually, as selected at the time of purchase. Fees are non-refundable except as required by applicable law or as explicitly stated in these Terms. **Plan Changes.**You may upgrade or downgrade your Subscription Plan at any time. Upgrades take effect immediately; downgrades take effect at the start of the next billing cycle. We will prorate charges where applicable. **Payment.**You agree to pay all fees associated with your Subscription Plan. If payment fails, we may suspend access to paid features after providing reasonable notice. We reserve the right to adjust pricing with 30 days' notice before your next billing cycle. **Taxes.**All fees are exclusive of taxes. You are responsible for all applicable taxes, and we will charge tax where required by law. ## 7. Customer Data **Ownership.**You retain all right, title, and interest in your Customer Data. Nothing in these Terms transfers ownership of your Customer Data to ClosedLoop. **License Grant.**You grant ClosedLoop a limited, non-exclusive, worldwide license to use, process, store, and transmit your Customer Data solely for the purpose of providing, maintaining, and improving the Service. This license terminates when you delete your Customer Data or close your account. **Insights Ownership.**Insights generated by the Service from your Customer Data are your property. We do not claim ownership of your Insights. **Aggregated Data.**We may create anonymized, aggregated data derived from your use of the Service ("Aggregated Data") that does not identify you, your organization, or any individual. We may use Aggregated Data to improve the Service, conduct research, and for other lawful purposes. **Data Handling.**Our handling of personal data within Customer Data is governed by our [Privacy Policy](https://closedloop.sh/privacy)and, where applicable, our [Data Processing Agreement](https://closedloop.sh/dpa). Our use of AI to process Customer Data is governed by our [AI Terms of Service](https://closedloop.sh/ai-terms). **Your Responsibilities.**You are responsible for ensuring that you have the necessary rights and consents to submit Customer Data to the Service, and that your use of the Service complies with all applicable laws, including data protection and privacy regulations. ## 8. Intellectual Property **Our IP.**The Service, including its software, algorithms, models, user interface, documentation, and all related intellectual property, is and remains the exclusive property of ClosedLoop Labs LLC. These Terms do not grant you any right, title, or interest in the Service except for the limited right to use it in accordance with these Terms. **Feedback.**If you provide suggestions, ideas, or feedback about the Service ("Feedback"), you grant us an unrestricted, perpetual, irrevocable, royalty-free license to use that Feedback for any purpose without obligation to you. **Trademarks.**"ClosedLoop," "ClosedLoop AI," and our logos are trademarks of ClosedLoop Labs LLC. You may not use our trademarks without prior written permission, except to factually refer to our Service. ## 9. Acceptable Use You agree not to: - Use the Service for any unlawful purpose or in violation of any applicable law - Reverse engineer, decompile, disassemble, or attempt to derive the source code of the Service - Resell, sublicense, or redistribute access to the Service without our written consent - Circumvent usage limits, credit allocations, or any technical restrictions of the Service - Interfere with or disrupt the integrity or performance of the Service - Use the Service to build a competing product or service - Submit data that you do not have the right to process, or data that violates the privacy rights of any third party - Use automated means (bots, scrapers) to access the Service except through our official API, CLI, or MCP server - Attempt to gain unauthorized access to any part of the Service, other accounts, or related systems We reserve the right to suspend or terminate your access if you violate this Section, with or without prior notice depending on the severity of the violation. ## 10. Third-Party Integrations The Service integrates with third-party platforms and services (e.g., Gong, Slack, Zendesk, Intercom, Linear, Jira). Your use of these integrations is subject to the following: - You are responsible for maintaining valid credentials and permissions for each connected integration - We are not responsible for the availability, accuracy, or functionality of third-party services - Data retrieved from third-party services is subject to those services' own terms and privacy policies - We may add, modify, or remove integrations at any time with reasonable notice Our list of third-party service providers is maintained on our [Subprocessors](https://closedloop.sh/subprocessors)page. ## 11. Confidentiality Each party agrees to protect the other party's confidential information with at least the same degree of care it uses to protect its own confidential information, and in no event less than reasonable care. **Confidential Information**includes all non-public information disclosed by one party to the other that is designated as confidential or that reasonably should be understood to be confidential, including Customer Data, business plans, pricing, and technical information. Confidential Information does not include information that: (a) is or becomes publicly available without breach of these Terms; (b) was known to the receiving party before disclosure; (c) is independently developed without use of the other party's confidential information; or (d) is lawfully received from a third party without restriction. ## 12. Warranties and Disclaimers **Our Warranties.**We warrant that: (a) the Service will perform materially in accordance with our documentation; and (b) we will provide the Service using commercially reasonable care and skill. **Disclaimer.**EXCEPT AS EXPRESSLY SET FORTH ABOVE, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, STATUTORY, OR OTHERWISE. WE SPECIFICALLY DISCLAIM ALL IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE. **AI Outputs.**Insights and analysis generated by the Service are provided for informational purposes and should not be treated as professional advice. AI-generated outputs may contain errors or inaccuracies. You are responsible for reviewing and validating any Insights before making business decisions based on them. Additional terms governing our AI features are set forth in our [AI Terms of Service](https://closedloop.sh/ai-terms). ## 13. Limitation of Liability **Exclusion of Damages.**TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, REGARDLESS OF THE CAUSE OF ACTION OR THE THEORY OF LIABILITY, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. **Liability Cap.**TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO US IN THE 12 MONTHS PRECEDING THE CLAIM; OR (B) ONE HUNDRED US DOLLARS ($100). **Exceptions.**The limitations in this Section do not apply to: (a) either party's indemnification obligations; (b) either party's breach of confidentiality obligations; (c) your payment obligations; or (d) claims arising from your violation of Section 9 (Acceptable Use). ## 14. Indemnification **By You.**You agree to indemnify, defend, and hold harmless ClosedLoop, its officers, directors, employees, and agents from and against any claims, losses, damages, liabilities, and expenses (including reasonable legal fees) arising from: (a) your use of the Service in violation of these Terms; (b) your violation of any applicable law; or (c) your submission of Customer Data that infringes the rights of any third party. **By Us.**We will indemnify, defend, and hold you harmless from any third-party claim that the Service, as provided by us and used in accordance with these Terms, infringes a valid patent, copyright, or trademark of that third party. This obligation does not apply to claims arising from: (a) your modification of the Service; (b) your combination of the Service with products or services not provided by us; or (c) your use of the Service after we have notified you to stop due to an infringement claim. ## 15. Termination **By You.**You may stop using the Service and close your account at any time by contacting us or through your account settings. If you are on a paid plan, cancellation takes effect at the end of your current billing period. **By Us.**We may suspend or terminate your access to the Service: (a) immediately, if you breach Section 9 (Acceptable Use) or engage in activity that threatens the security or integrity of the Service; (b) with 30 days' written notice, for any other material breach of these Terms that remains uncured after the notice period; or (c) with 90 days' notice, if we discontinue the Service entirely. **Effect of Termination.**Upon termination: - Your right to access and use the Service immediately ceases - We will make your Customer Data available for export for 30 days following termination, after which we may delete it - Any outstanding fees become immediately due and payable - Sections that by their nature should survive termination will survive, including Sections 7 (Customer Data ownership), 8 (Intellectual Property), 11 (Confidentiality), 12 (Disclaimers), 13 (Limitation of Liability), 14 (Indemnification), 17 (Governing Law), and 18 (Dispute Resolution) ## 16. Modifications to Terms We may modify these Terms from time to time. When we make material changes, we will: - Post the updated Terms on this page with a new effective date - Notify you via email or through the Service at least 30 days before the changes take effect Your continued use of the Service after the updated Terms take effect constitutes your acceptance of the changes. If you do not agree to the modified Terms, you must stop using the Service before they take effect. ## 17. Governing Law These Terms shall be governed by and construed in accordance with the laws of the State of Delaware, United States, without regard to its conflict of laws principles. ## 18. Dispute Resolution **Informal Resolution.**Before initiating any formal proceedings, both parties agree to attempt to resolve any dispute informally by contacting the other party and negotiating in good faith for a period of at least 30 days. **Arbitration.**If the dispute cannot be resolved informally, it shall be resolved through binding arbitration administered by the American Arbitration Association under its Commercial Arbitration Rules. The arbitration shall be conducted in English, and the seat of arbitration shall be Wilmington, Delaware. **Class Action Waiver.**YOU AND CLOSEDLOOP AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE PROCEEDING. **Exceptions.**Either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights or confidential information. ## 19. General Provisions **Entire Agreement.**These Terms, together with the incorporated documents, constitute the entire agreement between you and ClosedLoop regarding the Service and supersede all prior agreements, understandings, and communications, whether written or oral. **Severability.**If any provision of these Terms is found to be unenforceable or invalid, that provision shall be limited or eliminated to the minimum extent necessary, and the remaining provisions shall remain in full force and effect. **Waiver.**The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision. **Assignment.**You may not assign or transfer these Terms or your rights under them without our prior written consent. We may assign these Terms in connection with a merger, acquisition, reorganization, or sale of all or substantially all of our assets, upon notice to you. **Force Majeure.**Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to natural disasters, acts of government, pandemics, internet failures, or third-party service outages. **Notices.**We may send notices to the email address associated with your account. You may send notices to [legal@closedloop.sh](mailto:legal@closedloop.sh). Notices are deemed received when sent by email. **Export Compliance.**You agree to comply with all applicable export and import control laws and regulations in your use of the Service. You may not use the Service in any country subject to a U.S. government embargo. ## 20. Contact Information If you have questions about these Terms, please contact us: **Email:**[legal@closedloop.sh](mailto:legal@closedloop.sh) **Company:**ClosedLoop Labs LLC Questions about these terms? [legal@closedloop.sh](mailto:legal@closedloop.sh)[Next Privacy](https://closedloop.sh/privacy) --- ## More Information - Website: https://closedloop.sh - Documentation: https://docs.closedloop.sh - Pricing: https://closedloop.sh/pricing - Contact: https://closedloop.sh/contact