Terms of Use

These Terms of Use (“Terms”) govern access to and use of the Feedback Flows service at https://feedbackflows.org (“Service”) operated by Feedback Flows Ltd (“we”, “us”). By creating an account or using the Service you agree to these Terms. Privacy practices are described separately in our Privacy Policy.

1. Eligibility and accounts

• You must be at least 18 years old and an education professional (or authorised staff of a school, college, university or training provider).
• The Service is not for student end-user accounts. Student data may be uploaded only by authorised staff.
• You must provide accurate registration details and keep your credentials confidential. You are responsible for activity under your account.
• You confirm you have authority to upload any student or organisational data you submit, and a lawful basis to do so.

2. The Service

Feedback Flows provides AI-assisted marking, feedback, academic integrity tools, worksheets, learner packs, syllabus aids and related education features. Features may change as we improve the product. Enterprise and team plans may include additional governance, branding and admin controls under a separate order or enterprise agreement.

3. Credits, subscriptions and refunds

• Many features consume prepaid credits. Credit costs are shown in the product and may change with notice.
• Payments are processed by Stripe. Prices are typically in GBP unless stated otherwise.
• Credits are generally non-transferable and non-refundable once purchased, except where required by law or where we cancel a paid feature that fails for reasons solely within our control (in which case we may refund or restore credits at our discretion).
• Subscriptions renew according to the plan you select until cancelled via your billing provider / account controls.
• We may offer promotional or introductory credits; unused promotional credits may expire as stated at the time of the offer.

4. Acceptable use

You must comply with our Acceptable Use Policy. We may suspend or terminate accounts that violate these Terms or the AUP, or that present security or legal risk.

5. Artificial intelligence — human in the loop

• AI outputs are assistive drafts. You remain responsible for reviewing, editing and approving marks and feedback before sharing with learners or using them in formal assessment decisions.
• AI-generated content may be inaccurate, incomplete or biased. We do not warrant that outputs are free from error.
• AI detection and similarity scores must not be the sole basis for an academic misconduct finding, disciplinary action or grade decision. Use them only as one input alongside human professional judgement and your organisation’s policies.
• See also our AI usage guide.

6. Your content and licence

• You (or your organisation) retain ownership of content you upload (including student work and rubrics).
• You grant us a limited licence to host, process, transmit and display that content solely to operate and improve the Service for you (including sending content to sub-processors such as OpenAI as described in the Privacy Policy and Sub-processors list).
• You must not upload content you do not have the right to process, or that is unlawful, harmful or infringing.

7. Our intellectual property

The Service software, branding, documentation and non-customer content are owned by us or our licensors. You receive a limited, non-exclusive, non-transferable right to use the Service during your subscription / credit entitlement.

8. Enterprise and teams

If you use Enterprise or Team features, additional admin controls, branding, audit logs and anonymisation mandates may apply. Where a signed enterprise agreement conflicts with these Terms, the enterprise agreement prevails for that customer. Schools may rely on our public DPA; a countersigned copy is available on request.

9. Availability and support

We aim for reliable availability but do not guarantee uninterrupted Service. Maintenance, third-party outages (including AI providers) and force majeure may cause downtime. Support is available via support@feedbackflows.org and in-app channels.

10. Disclaimers

Except as required by law, the Service is provided “as is” and “as available” without warranties of merchantability, fitness for a particular purpose or non-infringement. We do not warrant that AI outputs will meet any awarding-body or institutional standard without your review.

11. Liability

• Nothing in these Terms excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot be limited under English law.
• Subject to the above, we are not liable for indirect, incidental, special, consequential or punitive damages, or loss of profits, data, goodwill or business opportunity.
• Our total aggregate liability arising out of or relating to the Service in any 12-month period is limited to the greater of (a) the amounts you paid us for the Service in that period, or (b) £100.

12. Suspension and termination

You may delete your account at any time via Profile. We may suspend or terminate access for breach, non-payment, legal risk or prolonged inactivity. On termination, your right to use the Service ends; we will handle data as described in the Privacy Policy and DPA.

13. Changes

We may update these Terms by posting a new version. Continued use after the effective date constitutes acceptance, except where applicable law requires a different process. Material updates may trigger an in-app re-acknowledgement notice.

14. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, without prejudice to mandatory consumer protections that may apply.

15. Contact

Feedback Flows Ltd, C/O Vantage Accounting, 1 Cedar Office Park, Cobham Road, Wimborne, United Kingdom, BH21 7SB. Email support@feedbackflows.org or use our Contact page.