Terms of use

Accounts

You need an email address to sign in. You must be able to enter a contract, and you must not use Insightful if you are under 16. One workspace belongs to the account that created it. Keep the email current, because the sign-in code is the only way back in.

The service

Insightful drafts an interview plan from a brief you write, talks to participants by voice or text, and returns transcripts, summaries, themes, quotes and attributes. Some things in the product are marked coming soon, including CRM sync and workspace members. Those are not part of what we promise today.

Acceptable use

You are responsible for who you invite and for what you ask them. You need a lawful basis to contact them and to collect what you collect, including consent where the law or a research-ethics rule requires it. Do not use Insightful to harass anyone, to impersonate someone, or to collect sensitive information (health, biometrics, government identifiers, information about children) unless you already have a lawful basis that would survive being read aloud.

Do not try to identify a participant in a study you set to anonymous. The participant code is the identifier. Do not probe the service for other customers’ data, and do not resell access.

Your content

You own the briefs, plans and results. You give us a licence to host them, send them to the model and speech providers that run the interview, and display them back to your workspace. The licence ends when the content is deleted, apart from copies our providers keep for their own short security logs.

Participant answers are collected for you. You are responsible for using them in line with what the participant was told on the welcome page and with the privacy policy.

AI output

The interviewer, the summaries, the themes, the quotes and the attribute values are generated by a model. They can be wrong, incomplete or poorly judged. Read the transcript before you act on a finding, and do not treat an attribute as a fact the participant confirmed unless the transcript supports it.

Availability

We aim to keep the service up, and we will say so when we know about a fault that stops interviews completing. We do not promise uninterrupted voice, which depends on the participant’s browser, microphone and network as well as on us.

Fees and credits

Interviews are paid for in credits. A new workspace receives a one-off trial grant, once per workspace and once per email address. After that, credits come from a monthly plan, or from a one-off top-up bought while a plan is active. The price of each plan and top-up, the credits it includes, and what a text or voice interview of each length costs are shown on the Billing page before you buy. Credits are reserved when a participant starts an interview and charged when it finishes, or when it is abandoned after the participant has answered at least two questions; an interview abandoned earlier than that is not charged.

Plans renew monthly and are billed in advance by card through Stripe. Unused plan credits carry over for the period shown on the plan and then lapse; top-up credits do not lapse while the workspace exists. You can change or cancel a plan at any time from the Billing page. A cancellation takes effect at the end of the paid period, and the credits already granted remain usable until they lapse. Changing plan mid-period is prorated: moving up is billed for the difference at once and the extra credits are added when that payment succeeds; moving down credits the difference against your next invoice, and the lower monthly grant applies from the next renewal.

Prices are shown before tax; applicable tax is added at checkout based on your billing address. Credits are not redeemable for money. We do not refund a partly used period or unused credits except where the Australian Consumer Law or another law that applies to you requires it, or where the service failed in a way that stopped you using what you paid for, in which case contact us and we will put it right. If a payment is reversed or disputed, the credits it bought are removed. We may change prices; a change to your plan's price applies from the first renewal at least 30 days after we tell you.

Suspension and ending

You can stop using Insightful at any time and ask us to delete the workspace. We can suspend an account that breaks these terms, or that we reasonably believe is harming participants or other customers. We will tell you why unless the law says not to.

Liability

The service is provided as it stands. To the extent the law allows, we exclude warranties that are not written here, and we are not liable for lost profits, lost research, or decisions you take from a generated summary. Where a liability cannot be excluded, and where the Australian Consumer Law applies a guarantee we cannot contract out of, our liability is limited to resupplying the service or paying the cost of resupply. Nothing here limits liability for fraud, or for death or injury caused by negligence.

Law

These terms are governed by the law of New South Wales, Australia. Courts there have jurisdiction, without taking away any right you have to go to a court or tribunal in your own place that the law does not let us take away.

Changes

We will update the date at the top when these terms change. If a change is material we will post it on this page before it applies. Continuing to run studies after that is acceptance. Questions go to support@insightful.chat.