Legal

Terms of service

Last updated: 8 August 2026

1. Who these terms are between

These terms are between M Digital Labs, trading as echoUX, a sole trader established in the United Kingdom, and the organisation that opens an echoUX account.

Address for service: Office 14160, 182-184 High Street North, East Ham, London, E6 2JA, United Kingdom. Contact: hello@echoux.ai.

In this document, “we” and “us” mean M Digital Labs, trading as echoUX. “You” means the organisation with the account. The person who signs up is agreeing on behalf of that organisation and confirms they are allowed to.

echoUX is sold to businesses only. It is not a consumer service.

2. What echoUX does

You connect sources of customer feedback. echoUX reads that feedback through a pipeline and produces discovery artefacts: written findings, each carrying the verbatim quotes that ground it. It can deliver those artefacts to tools you connect, such as a Slack channel, a Notion database, a Linear project or a webhook you host.

The sources and destinations available to connect are the ones shown in the product. Third party tools shown at connection time are offered as they stand that day; section 9 covers what happens when a third party changes.

What echoUX does not do. It is not a support desk, an analytics product or a database of record. It is not a place to keep the only copy of anything. It does not tell you what to build, and the artefacts it produces are an input to your judgement, not a substitute for it.

3. Your account

  • Sign in is by a one time link sent to your email address. There are no passwords. Keep control of the mailbox, because whoever controls it can reach your account.

  • You are responsible for what the people you invite do with the account.

  • Tell us promptly if you think someone has access who should not.

  • We do not offer multi factor authentication today.

4. Trial

New accounts start on a trial. Unless we agree otherwise in writing, the trial runs for 30 days and includes 250 feedback items a month for 1 topic area, plus a one-time allowance of 1,000 items of past feedback that you import with dates. Feedback that arrives above the monthly allowance is refused at the door and the sender is told, the same way it is on a paid plan (section 6).

A card is required at signup. The trial converts to a paid subscription when it ends unless you cancel first; we remind you by email before that happens.

We may limit how many trials run at once, and we may decline or end a trial. We will not do that to an account that is using the product in good faith without telling them why.

5. Payment

  • Prices and billing periods are as shown at signup and on the pricing page at echoux.ai. Plans bill monthly.

  • Payment is taken by Stripe. You give your card details to Stripe on their own hosted page. We never see or hold your card number.

  • Prices are stated excluding VAT. We are not currently VAT registered, so no VAT is charged today; if we register, VAT will be added at the applicable rate from your next billing period, with notice.

  • If a payment fails, your account moves to a past due state. The pipeline keeps running for a grace period, 7 days by default, and then pauses. A paused account stops processing new feedback. Your data is not deleted at that point.

  • We may change prices. We will give at least 30 days notice by email before a change affects you, and you can cancel before it takes effect.

6. Usage allowances

Each plan includes a monthly volume of feedback items per topic area, stated on the pricing page. Additional volume is available as a fixed size monthly pack, also priced on the pricing page, which you can add or remove at any time.

There is no metered overage. If a period’s usage approaches your allowance, one of three things happens, depending on how far it goes:

  • near the allowance, we tell you,

  • at the allowance, processing stops until the next period, until you add a pack, or until you move up a plan. On a trial there is a small margin above the allowance before this happens.

Nothing is silently dropped: feedback that arrives while processing is stopped is refused at the door, and the sender is told.

7. Your content

You keep ownership of everything you send us, and of the artefacts echoUX produces from it. We claim no rights over your feedback data or your findings beyond what we need to run the service for you.

You grant us permission to process that content in order to provide echoUX to you. That includes sending the text to our language model provider, storing it, producing artefacts from it, and delivering those artefacts to the destinations you connect.

We do not use your content to train models. We have no model of our own. On every call to our model provider we send a routing preference that excludes providers that store or train on prompts.

8. What you are responsible for

This section matters more than most, because of what echoUX reads.

The feedback you send us is usually written by your own customers. You are the controller of that personal data and we are your processor. Our data processing addendum sets out the terms.

You are responsible for:

  • having a lawful basis to send us that feedback, and for telling the people concerned that a service like echoUX is involved,

  • deciding what to send. echoUX does not redact or anonymise anything. If a feedback item contains a name, an email address or an account number, we store it exactly as sent and include it in prompts,

  • not sending special category data, such as health or biometric data, or children’s data, unless we have agreed it in writing first,

  • the destinations you connect. When echoUX delivers an artefact to a Slack channel or a Notion page, the quotes travel with it. Who can see that channel or page is your decision, not ours,

  • responding to your own customers when they exercise their data rights. We will help. See section 12.

You must not use echoUX to break the law, to infringe anyone’s rights, to attempt to breach our security or another customer’s data, or to resell the service without our agreement.

9. What we promise, and what we do not

We will provide echoUX with reasonable skill and care.

We do not promise:

  • any level of uptime. There is no service level agreement. echoUX runs on a single hosted environment and is operated by one person,

  • that findings will be correct, complete or useful. echoUX reads feedback and writes findings grounded in quotes. It is a judgement aid. You are responsible for decisions you take on the strength of it,

  • that any specific connector will keep working. Slack, Notion, Linear and the rest are third party services and can change without notice,

  • that the product will stay the same. We change the pipeline regularly. We will not remove a feature you depend on without telling you.

Support is by email at hello@echoux.ai. We answer as fast as one person honestly can, and we do not commit to a response time.

We are not certified to SOC 2 or ISO 27001, we have not had an independent penetration test, and we do not encrypt stored feedback content above the disk encryption our hosting provider applies. If your procurement process requires any of those, echoUX is not ready for you yet, and we would rather say so now.

10. Suspension

We may suspend an account that has not paid, that is being used to break the law or these terms, or that is placing a load on the service that threatens other customers. Unless the law stops us, we will tell you why and give you a chance to fix it first.

11. Ending the agreement

You can cancel at any time, from the app. Cancellation takes effect at the end of the period you have paid for. We do not refund part periods unless we have got something wrong.

We can end the agreement on 30 days notice, or immediately for a serious or repeated breach.

What happens to your data when the account ends:

  1. Export it first. There is a data export in the app. It produces a ZIP with your artefacts, your raw feedback within its retention window, your subscription and email records, your delivery log and your configuration. Connector credentials are excluded and webhook tokens are removed. The download link expires 7 days after the archive is ready.

  2. Deletion is scheduled for 30 days after your subscription ends. During that window your account can be reactivated and your data is intact.

  3. On that date, a job deletes your rows from the database, deletes the derived files we hold on disk for you, and revokes the connector connections we hold. Your tenant record is marked deleted rather than removed, so we keep a record that the account existed and was purged.

Take your export before the 30 days are up. After the purge we cannot get your data back. There is no undelete.

Artefacts already delivered to your own Slack, Notion, Linear or webhook are in your systems. We do not reach into them, and deleting your echoUX account does not remove them.

12. Data protection

Our privacy notice explains what we do with your account details, where we are the controller.

For the feedback content you send us, you are the controller and we are your processor. The data processing addendum sets out that arrangement, including our sub-processors. It forms part of these terms.

One thing to be aware of before you sign up: there is no route today for an individual person to have their own data erased from echoUX. Account level deletion exists. Per person deletion does not. If one of your customers asks you to erase their data, email us and we will do it by hand.

13. Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, and to the extent the law allows:

  • neither side is liable for indirect or consequential loss, loss of profit, loss of business, or loss of anticipated savings,

  • our total liability in connection with these terms is limited to the fees you paid us in the twelve months before the claim arose.

You are responsible for keeping your own copies of anything you cannot afford to lose. echoUX is not a backup service.

14. Changes to these terms

We may change these terms. If a change materially affects you we will email account holders at least 30 days beforehand. Continuing to use echoUX after a change takes effect means you accept it. If you do not, cancel before then.

15. General

  • These terms, the privacy notice and the data processing addendum are the whole agreement between us on this subject.

  • You may not transfer these terms to someone else without our written agreement. We may transfer them if the business is sold, and we will tell you.

  • If any part of these terms is unenforceable, the rest stands.

  • No one other than you and us has rights under these terms.

  • Nothing here creates a partnership, an agency or an employment relationship.

16. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.