Terms and Conditions

These Terms and Conditions ("Terms") govern access to and use of the Novella website (www.novellahq.com) and application (app.novellahq.com) (together, the "Services"). By accessing or using the Services, you agree to these Terms.

If you are using Novella on behalf of an organization, you represent that you have authority to bind that organization, and these Terms apply to the organization.

1. Definitions

• "Customer" means the organization that subscribes to or otherwise uses Novella.
• "User" means an individual authorized by a Customer to use the Services.
• "Respondent" means an end user who submits feedback through surveys or widgets delivered via Novella.
• "Content" means data, text, feedback responses, and other materials submitted to the Services.

2. The Services

Novella provides tools to collect, manage, analyze, and route customer feedback (including NPS, CSAT, CES, and open-text feedback) through email surveys and website widgets.

We may update, change, or discontinue parts of the Services from time to time.

3. Accounts and access

• You must provide accurate information when creating an account.
• You are responsible for maintaining the confidentiality of login credentials and for all activities under your account.
• You must promptly notify us of any unauthorized access or security incident.

We may suspend or terminate access where necessary to protect the Services, comply with law, or address misuse.

4. Acceptable use

You agree not to:

• Use the Services in violation of any applicable laws or regulations.
• Upload or collect sensitive personal data unless explicitly supported and authorized by applicable law and the Customer’s privacy notices (e.g., special category data under GDPR).
• Send unlawful, deceptive, or abusive surveys or communications.
• Interfere with or disrupt the Services, including through malware, scraping, or excessive requests.
• Attempt to gain unauthorized access to systems or data.

We may remove Content or restrict access if we reasonably believe you have violated these Terms.

5. Customer responsibilities (controller obligations)

Customers are responsible for:

• Providing appropriate notices to Respondents and having a valid legal basis to collect and process feedback.
• Configuring surveys responsibly (including data minimization).
• Ensuring that any instructions to Novella comply with applicable data protection laws.

6. Integrations

The Services may connect to third-party platforms (for example, HubSpot). Customers may enable, configure, or disable integrations.

Novella is not responsible for third-party platforms, and your use of integrations is subject to those third parties’ terms and policies.

7. Intellectual property

• We (and our licensors) own all rights in the Services, including software, branding, and interfaces.
• Customers and Users retain rights to their Content.

You grant Novella a limited license to host, process, transmit, and display Content solely to provide and improve the Services.

8. Confidentiality

Each party may receive confidential information from the other. You agree to protect confidential information using reasonable care and not to disclose it except as permitted to use the Services.

9. Fees, billing, and taxes

If you subscribe to a paid plan, you agree to pay applicable fees and taxes according to the pricing and billing terms presented at purchase or in an order form.

Unless otherwise stated:

• Fees are non-refundable.
• We may change pricing with notice (changes apply to future billing cycles).

10. Suspension and termination

• You may stop using the Services at any time.
• We may suspend or terminate access for material breach, non-payment, security risks, or legal compliance.

Upon termination, access to the Services may end and Content may be deleted according to the applicable plan and retention settings.

11. Disclaimer

The Services are provided "as is" and "as available". To the maximum extent permitted by law, we disclaim all warranties, including implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

12. Limitation of liability

To the maximum extent permitted by law:

• Novella will not be liable for indirect, incidental, special, consequential, or punitive damages, or for loss of profits, revenues, data, or goodwill.
• Novella’s total liability arising out of or related to the Services will not exceed the amounts paid by the Customer to Novella in the 12 months immediately preceding the event giving rise to the claim (or, if no fees were paid, EUR 100).

Some jurisdictions do not allow certain limitations, so parts of this section may not apply.

13. Indemnification

Customers agree to indemnify and hold Novella harmless from claims arising out of:

• Customer’s Content or instructions,
• Customer’s relationship with Respondents,
• Customer’s violation of law, including data protection laws,
• Customer’s misuse of the Services.

14. Governing law and venue

These Terms are governed by the laws of the Netherlands, without regard to conflict of law principles.

Any disputes will be submitted to the competent courts in the Netherlands, unless mandatory consumer law provides otherwise.

15. Changes to these Terms

We may update these Terms from time to time. The latest version will be available at: www.novellahq.com/legal/terms

If changes are material, we will provide reasonable notice.

16. Contact

Questions about these Terms:

📧 legal@novellahq.com