Terms of Service

Last Updated: February 6, 2026

These Terms of Service ("Terms") govern your access to and use of the Threadline platform and services (the "Services"), operated by Threadline CX LLC ("Threadline," "we," "our," or "us").

1. Acceptance of Terms

By accessing or using Threadline, you agree to be bound by these Terms. If you do not agree, do not use the Services.

2. Description of Services

Threadline provides tools for customer experience analysis, including:

  • Feedback analysis
  • Analysis of uploaded internal customer surveys
  • Journey intelligence and pattern detection
  • Aggregated, anonymized benchmarking
  • Related reporting and visual outputs

Threadline provides analysis and insight only. We do not implement operational changes, execute customer experience programs, or make decisions on your behalf.

3. User Accounts

You agree to:

  • Provide accurate and complete information
  • Maintain the confidentiality of your credentials
  • Be responsible for all activity under your account
  • Notify Threadline promptly of any unauthorized access

4. Customer Data & Uploaded Content

4.1 Ownership

You retain all rights to data you upload to the Services, including:

  • Customer feedback
  • Internal customer survey responses
  • Free-text survey comments
  • Related metadata

Threadline does not claim ownership over your data.

4.2 License to Process

You grant Threadline a limited, non-exclusive license to process uploaded data solely to provide the Services, including analyzing feedback and surveys to generate insights and reports requested by you.

4.3 Responsibility for Data

You represent and warrant that:

  • You have the right to upload and process the data you submit
  • You have obtained any required consents or lawful basis from survey respondents
  • Your use of the Services complies with applicable laws and regulations

Threadline acts as a data processor, not the controller, for uploaded customer data.

5. Acceptable Use

You may not:

  • Use the Services for unlawful purposes
  • Upload data you do not have the right to process
  • Attempt to access systems without authorization
  • Interfere with platform security or availability
  • Upload malicious code or content

6. Subscription, Billing & Credits

Threadline offers free and paid plans, including credit-based usage models.

Billing is handled via Stripe and may include pay-as-you-go, monthly, or annual plans.

Usage limits, credit expirations, and feature availability depend on your plan and may change with notice.

7. Intellectual Property

Threadline retains all rights to:

  • Platform software
  • Analysis logic
  • Models, workflows, and visualizations

Except for customer-provided data, no rights are granted except as expressly stated in these Terms.

8. Data, Privacy & AI Processing

Your use of the Services is governed by the Privacy Policy and Data Processing Addendum, which form part of these Terms.

Threadline may use third-party AI services to analyze uploaded feedback and survey data:

  • Data is processed only to generate requested insights
  • Customer data is not used to train public AI models
  • AI outputs are analytical and advisory
  • Threadline does not make automated decisions with legal or similarly significant effects on individuals

9. Benchmarks & Aggregated Data

Threadline may generate anonymized, aggregated benchmarks derived from customer analyses, including survey-derived insights.

Benchmarks are published only when anonymization thresholds are met and cannot reasonably be linked back to an individual or organization.

10. Termination

You may terminate your account at any time through your profile settings.

Upon termination:

  • Account-level personal data is deleted
  • Analyses and outputs are anonymized
  • Aggregated benchmark data remains non-identifiable

Threadline may suspend or terminate access for violations of these Terms or misuse of the Services.

11. Limitation of Liability

To the maximum extent permitted by law, Threadline shall not be liable for any indirect, incidental, consequential, or punitive damages arising from your use of the Services.

12. Changes to Terms

Threadline may update these Terms from time to time. Continued use of the Services after changes constitutes acceptance of the updated Terms.

13. Contact

Threadline CX LLC
[email protected]

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