Terms and Conditions

1. Definitions

In these Terms and Conditions:

• "Provider" means Insights Online, a trading name operating under the laws of Scotland, United Kingdom.
• "Customer" means the individual or organisation that purchases a subscription to the Service.
• "Service" means the Insights Online software platform, including the application, plugins, and associated infrastructure, made available by the Provider under a subscription.
• "Subscription" means the recurring monthly licence to access the Service under the pricing plan selected at checkout.
• "Instance" means the dedicated deployment of the Service provisioned for the Customer upon purchase.
• "SaaS Deployment" means an Instance hosted by the Provider on Provider-managed infrastructure.
• "Self-Hosted Deployment" means an Instance deployed into the Customer's own Amazon Web Services account, managed remotely by the Provider's Control Centre.
• "Control Centre" means the Provider's management platform used to provision, monitor, and configure customer Instances.
• "Plugins" means optional software modules that extend the functionality of the Service, as listed on the Provider's website from time to time.

2. Acceptance of Terms

By ticking the acceptance checkbox at checkout and completing a purchase, the Customer agrees to be bound by these Terms and Conditions in their entirety. If the Customer does not agree to these Terms, they must not proceed with a purchase.

Where the Customer is purchasing on behalf of an organisation, the individual completing the purchase warrants that they have authority to bind that organisation to these Terms.

These Terms constitute the entire agreement between the Provider and the Customer in relation to the Service and supersede all prior representations, discussions, or agreements.

3. The Service

The Provider grants the Customer a non-exclusive, non-transferable licence to access and use the Service during the Subscription term, subject to the limits of the pricing plan selected at checkout (including user limits, plugin limits, and any applicable feature restrictions).

The Service is provided for the Customer's internal business use only. Resale or sublicensing of the Service to third parties is not permitted without the Provider's prior written consent.

The Provider reserves the right to modify, update, or discontinue features of the Service at any time, provided that material reductions in functionality will be notified to the Customer in advance.

4. Subscriptions and Payment

4.1 Billing

Subscriptions are billed monthly in advance. The first payment is taken at the time of purchase via the Provider's payment processor (Stripe). Subsequent payments are taken automatically on the same day of each subsequent month.

All prices are stated in pounds sterling (GBP) and are exclusive of any applicable taxes unless otherwise stated. Customers are responsible for any taxes applicable to their purchase under their local jurisdiction.

4.2 Payment failure

If a payment fails, the Provider will attempt to retry the payment in accordance with Stripe's standard retry schedule. If payment cannot be collected after reasonable attempts, the Provider reserves the right to suspend or terminate the Customer's Subscription and Instance. The Provider will provide reasonable notice before any such suspension.

4.3 Price changes

The Provider may change subscription prices with at least 30 days' written notice to the Customer's registered email address. Continued use of the Service after the effective date of a price change constitutes acceptance of the new pricing.

5. Cancellation and Refunds

5.1 Cancellation by Customer

The Customer may cancel their Subscription at any time by contacting the Provider at support@insights-online.com or through the in-application cancellation facility where available. Cancellation takes effect at the end of the current billing period. No further charges will be made after the cancellation date.

Upon cancellation, the Customer's Instance will be decommissioned and all data held on that Instance will be deleted. The Customer is responsible for exporting any data they wish to retain before cancellation takes effect.

5.2 Refunds

Subscription fees are non-refundable except where required by applicable law, or at the Provider's sole discretion in exceptional circumstances. The Provider does not offer pro-rata refunds for partial billing periods.

5.3 Right of withdrawal (consumers)

Where the Customer is a consumer purchasing for personal (non-business) use, they may have a statutory right to withdraw from the contract within 14 days of purchase under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. By proceeding with a purchase and requesting immediate provisioning of the Service, the Customer acknowledges that the Service will begin before the expiry of the 14-day withdrawal period and that the right of withdrawal is therefore lost once the Instance has been provisioned.

6. Self-Hosted Deployments

Where the Customer selects a Self-Hosted Deployment, the following additional terms apply:

• The Customer is responsible for their own Amazon Web Services account, including all AWS infrastructure costs incurred by the Instance running in their account. These costs are separate from and in addition to the Subscription fee payable to the Provider.
• The Customer must create and maintain the required AWS IAM role (as specified during checkout) to permit the Provider's Control Centre to deploy and manage the Instance on the Customer's behalf. The Customer must not modify or delete this role during the Subscription term without prior coordination with the Provider, as doing so may render the Instance unmanageable.
• The Provider will retain remote management access to the Instance for the purposes of monitoring, maintenance, updates, and feature enforcement. The Customer must not take steps to block or circumvent this access.
• The Customer is responsible for the security of their AWS account and the access policies within it. The Provider accepts no liability for breaches arising from the Customer's own account configuration or access management.
• The Customer acknowledges that, as the AWS account holder, they have underlying OS-level access to the Instance. The Customer agrees not to use this access to circumvent any licence restrictions, feature entitlements, or security controls of the Service (see Section 8).

7. Intellectual Property

All intellectual property rights in the Service — including the application source code, software architecture, plugins, documentation, and associated materials — are and shall remain the exclusive property of the Provider or its licensors.

The Subscription grants the Customer a licence to use the Service only. No title to or ownership of any part of the Service is transferred to the Customer.

The Customer must not:

• copy, reproduce, or distribute the Service or any part of it, except as expressly permitted by these Terms;
• reverse engineer, decompile, disassemble, or attempt to derive the source code of the Service;
• create derivative works based on the Service;
• use the Service or any part of it to develop a competing product or service.

Any breach of this section is a material breach of these Terms and may result in immediate termination of the Subscription without refund, in addition to any other remedies available to the Provider.

8. Acceptable Use

The Customer agrees to use the Service only for lawful purposes and in accordance with these Terms. The Customer must not:

• use the Service to store, transmit, or process any unlawful, harmful, defamatory, or infringing content;
• modify, tamper with, or circumvent any feature entitlements, plugin restrictions, or pricing plan limitations imposed by the Service, whether through direct file manipulation on the Instance, network interception, or any other means;
• use any technical means to access features or capabilities beyond those included in the Customer's current pricing plan without paying for those features;
• share access credentials with parties outside the Customer's organisation;
• use the Service in a manner that could damage, disable, or impair the Provider's infrastructure or the service provided to other customers;
• attempt to gain unauthorised access to any part of the Provider's systems, including the Control Centre.

9. White-Label and Branding

The ability to apply custom white-label branding to the Service is a premium feature available only where the Customer has purchased this feature separately and in writing from the Provider. White-label branding capabilities are not included in any standard subscription plan.

The Customer must not attempt to apply custom branding, modify the application's visual identity, or alter any branding configuration files on the Instance without the Provider's explicit authorisation. Unauthorised modification of branding configuration is a breach of Section 8 (Acceptable Use) and Section 7 (Intellectual Property).

10. Data Protection

The Provider processes personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. The Provider's Privacy Policy, available at privacy.html, describes what personal data is collected, how it is used, and the Customer's rights in relation to it.

For SaaS Deployments, data entered into the Service by the Customer (including user account information) is stored on Provider-managed infrastructure. For Self-Hosted Deployments, such data resides within the Customer's own AWS account; the Customer is the data controller for that data and is solely responsible for its protection and lawful processing.

The Provider may collect anonymised usage and telemetry data for the purposes of service improvement. No personally identifiable information will be shared with third parties except as required by law or as described in the Privacy Policy.

11. Availability and Support

The Provider will use reasonable endeavours to maintain the availability of the Service but does not guarantee uninterrupted or error-free access. Scheduled maintenance will be communicated in advance where practicable.

Support is provided via email at support@insights-online.com. The Provider will endeavour to respond to support requests within 2 business days. No specific response time or uptime SLA is guaranteed under any standard subscription plan unless agreed separately in writing.

12. Limitation of Liability

Nothing in these Terms excludes or limits the Provider's liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by law.

Subject to the above, the Provider's total aggregate liability to the Customer under or in connection with these Terms — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — shall not exceed the total subscription fees paid by the Customer in the three months immediately preceding the event giving rise to the claim.

The Provider shall not be liable to the Customer for any:

• loss of profits, revenue, or business;
• loss of data or corruption of data;
• loss of goodwill or reputation;
• indirect or consequential loss;

whether or not such losses were foreseeable or the Provider had been advised of the possibility of such losses.

For Self-Hosted Deployments, the Provider is not liable for any costs, losses, or liabilities arising from the Customer's use of their own AWS account, including but not limited to unexpected AWS infrastructure charges.

13. Termination

13.1 Termination by Customer

The Customer may terminate their Subscription at any time in accordance with Section 5.1.

13.2 Termination by Provider

The Provider may terminate or suspend the Customer's Subscription with immediate effect if:

• the Customer commits a material breach of these Terms which is incapable of remedy, or which the Customer fails to remedy within 14 days of written notice;
• the Customer is in arrears with payment and fails to pay outstanding amounts within 7 days of notice;
• the Customer engages in any activity prohibited by Section 7 (Intellectual Property) or Section 8 (Acceptable Use);
• the Provider is required to do so by law or court order.

On termination for breach, no refund of any prepaid subscription fees will be made.

13.3 Effect of termination

On termination of the Subscription for any reason, the Customer's licence to use the Service ends immediately. The Provider will decommission the Customer's Instance within a reasonable period following termination. Sections 7, 8, 12, and 15 survive termination.

14. Changes to These Terms

The Provider reserves the right to update these Terms at any time. The Customer will be notified of material changes by email to their registered address at least 30 days before they take effect. Continued use of the Service after the effective date of any change constitutes acceptance of the updated Terms. If the Customer does not accept the changes, they may cancel their Subscription before the effective date.

15. Governing Law and Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of Scotland.

The parties irrevocably agree that the courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms.

16. Contact

For any questions regarding these Terms and Conditions, please contact:

Insights Online
Email: legal@insights-online.com
Support: support@insights-online.com

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These Terms and Conditions were last updated on 1 April 2026. Previous versions are available on request.

Note: These Terms are provided in good faith but do not constitute legal advice. You are encouraged to seek independent legal advice before relying on them.