Terms of service.
These terms cover your use of Surve. They are an agreement between you (the business using the service) and Surve. By connecting a mailbox you accept them.
- 1. What Surve does
- 2. What it will never do
- 3. Your responsibilities
- 4. Acceptable use
- 5. Fees and payment
- 6. Availability
- 7. Liability
- 8. Ending the agreement
- 9. Law
1. What Surve does
Surve connects to a mailbox you authorise, reads the messages that arrive, classifies them, drafts replies in your business's voice, extracts leads, and escalates anything a person should handle. You configure its knowledge and tone; you decide whether it sends automatically or holds every draft for approval.
New accounts begin in approve-mode, where nothing is sent until you release it. We recommend staying there for at least the first week. Switching to automatic sending is your decision and your risk.
2. What it will never do
These are hard limits in the software, not policy preferences:
- It will not promise, offer, refund, or move money.
- It will not confirm a price, a discount, or anything contractually binding.
- It will not give legal, medical, or regulated financial advice.
- It will not include links to domains you have not approved.
- It will always disclose that it is AI-assisted, and always hand over to a person when someone asks for one.
Money, dispute, legal and safeguarding mail receives a holding acknowledgement and is escalated to you. If you need Surve to do any of the above, it is the wrong tool.
3. Your responsibilities
- You are the sender. Mail Surve sends goes out under your name and binds you as if you wrote it. Review what it writes, especially early on.
- You must have the right to connect the mailbox and to let us process the mail in it.
- Tell the people who write to you that AI assists with replies — Surve's own disclosure does this on every message, but your privacy notice should say so too.
- Keep your knowledge base accurate. Surve answers from what you give it; wrong inputs produce confidently wrong answers.
- Keep your credentials secure and tell us promptly if they are compromised.
4. Acceptable use
You may not use Surve to send unsolicited bulk email, to impersonate someone, to deceive, harass or defraud, to handle mail you have no right to read, or to break any law. You may not use it as the sole decision-maker in anything with a legal or similarly significant effect on a person.
We may suspend an account that is doing any of these, and will tell you why.
5. Fees and payment
Fees are those on the plan you signed up to. Subscriptions are billed monthly or annually in advance and renew automatically until cancelled. Build and setup fees are invoiced separately and are payable before work begins unless agreed otherwise.
Invoices are due within 14 days. We may pause the service on an account more than 30 days overdue, after telling you. All fees are exclusive of VAT.
6. Availability
We aim for Surve to be available continuously, but we do not currently offer a contractual uptime guarantee, and we would rather say so than publish a number we have not yet earned the operating history to stand behind. Planned maintenance is announced in advance where practical.
If the service is unavailable, mail is not lost — it stays in your mailbox and is handled when the service resumes.
7. Liability
Surve is provided without warranty that its output will be accurate, complete or suitable for a given purpose. It is a drafting tool operating on your instructions.
Neither party excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, our total liability in any 12-month period is limited to the fees you paid us in that period, and neither party is liable for indirect or consequential loss, or for loss of profit, revenue or goodwill.
Nothing here limits your rights under data protection law; those are dealt with in the DPA.
8. Ending the agreement
You may cancel at any time, effective at the end of your current billing period. Minimum terms, where they apply, are stated on your order. We may terminate for material breach that is not remedied within 14 days of us telling you about it.
On termination we disconnect your mailboxes immediately and delete your data within 30 days, except billing records we are required to keep. You can export your data before you go, and we will help if you ask.
9. Law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any part is unenforceable, the rest stands.
We may update these terms; we will tell you at least 30 days before a material change takes effect, and you may cancel if you do not accept it.
Contact
Surve
hello@surve.app