Legal
Last updated: 15 April 2026
These Terms & Conditions (“Terms”) govern your access to and use of the Matome user feedback data aggregation service, including the web dashboard, API, and any related software (collectively, the “Service”), operated by Matome (“Matome”, “we”, “us”, “our”).
By creating an account or using the Service, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, do not use the Service.
You must be at least 18 years old and have the legal authority to enter into a binding agreement to use the Service. If you are using the Service on behalf of an organisation, you represent that you have authority to bind that organisation to these Terms.
You must provide accurate, current, and complete information when creating an Account and keep it up to date. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your Account.
You must notify us immediately at support@matome.co.uk if you suspect any unauthorised access to your Account. We will not be liable for losses resulting from unauthorised use of your credentials.
You agree not to:
Access to certain features requires a paid Subscription. Fees are billed in advance on a monthly or annual basis as selected during sign-up. All fees are exclusive of VAT or other applicable taxes, which will be added where required by law.
Subscriptions renew automatically unless cancelled before the renewal date. You can cancel at any time from your account settings. Cancelled Subscriptions remain active until the end of the current billing period; we do not provide prorated refunds for unused time, except where required by law.
We reserve the right to change our pricing on reasonable notice (at least 30 days). Continued use of the Service after a price change constitutes acceptance of the new pricing.
Our collection and use of personal data is governed by our Privacy Policy. Where you submit Feedback Data containing personal data of your End Users, you act as the data controller and we act as your data processor. By using the Service you agree to our data processing terms, which are incorporated into these Terms by reference.
You are responsible for ensuring you have a lawful basis to collect and share your End Users' data with Matome, and for providing appropriate privacy notices to those End Users.
You retain all ownership rights in your Feedback Data. By submitting data to the Service you grant Matome a limited, non-exclusive licence to process that data solely for the purpose of providing the Service to you.
All rights in the Service itself — including the software, algorithms, user interface, and documentation — belong to Matome or its licensors. These Terms do not transfer any ownership of Matome intellectual property to you.
We aim to provide a reliable service but do not guarantee uninterrupted or error-free operation. We may carry out maintenance at any time, though we will try to minimise disruption.
Enterprise customers with a separate Service Level Agreement (SLA) should refer to that document for uptime commitments and remedies.
To the maximum extent permitted by law, Matome's total liability to you for any claims arising from or relating to the Service shall not exceed the total fees paid by you in the twelve months preceding the claim.
In no event shall Matome be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, or goodwill, even if we have been advised of the possibility of such damages.
Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot lawfully be excluded or limited.
You agree to indemnify and hold harmless Matome and its affiliates, officers, employees, and agents from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising from: (a) your use of the Service in violation of these Terms; (b) your Feedback Data; or (c) your violation of any applicable law or third-party rights.
Either party may terminate these Terms at any time. You may terminate by cancelling your Subscription and deleting your Account. We may terminate or suspend your access immediately if you breach these Terms, if required by law, or if we cease to operate the Service.
On termination you may request an export of your Feedback Data within 30 days. After that period we may delete your data in accordance with our retention policy.
We may update these Terms from time to time. Material changes will be notified by email or via a notice in the dashboard at least 14 days before they take effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
If you have questions about these Terms, please contact us at support@matome.co.uk.