LetsFindWhy

Terms of Service

Last updated: September 11, 2026

Thank you for using LetsFindWhy. We build it to help you understand the people you build for. Because we cannot know every customer personally, we have to put in place some Terms of Service to keep the ship afloat.

When we say "Company", "we", "our", or "us" in this document, we mean the operator of LetsFindWhy. When we say "Services", we mean the LetsFindWhy website and application, including live interviews, recording, transcription, the AI moderator, recruitment and every other feature we offer, whether used in a web browser or another format.

When we say "you" or "your", we mean the people or organizations that hold a LetsFindWhy account, and the users they add to it. When we say "respondents", we mean the people your organization invites to sign up for a study or to take part in an interview. Respondents do not hold accounts; the terms that apply to them are in their own section below.

We may update these Terms in the future. Whenever we make a significant change we will refresh the date at the top of this page and take any other appropriate steps to notify account holders. When you use our Services, now or in the future, you are agreeing to the latest Terms. There may be times when we do not exercise or enforce a right or provision of the Terms; that does not mean we are waiving it. These Terms contain a limitation of our liability.

If you violate any of the Terms, we may terminate your account. That is a broad statement and it means you need to place a lot of trust in us. We do our best to deserve that trust by being open about how the Services work, in our documentation and our Privacy Policy, and by keeping an open door to your feedback at [email protected].

Account terms

  1. You are responsible for maintaining the security of your account and for ensuring that the users in your organization do the same. Sign-in links and passkeys are personal: do not forward them. The Company cannot and will not be liable for any loss or damage from your failure to comply with this security obligation.
  2. You may not use the Services for any purpose listed under use restrictions, and you may not permit any of your users or respondents to do so either.
  3. You are responsible for all content posted to and activity that occurs under your organization's account, including content posted by and activity of any users in it.
  4. You must be a human. Accounts registered by bots or other automated methods are not permitted.

Your responsibilities towards respondents

LetsFindWhy records people. Recording someone, transcribing what they said and analysing it with AI all need a proper legal footing, and that footing is yours to provide, not ours: your organization decides whom to interview and what to do with the recording, so under privacy laws such as the GDPR you are the data controller of your respondents' data and we are your processor. In particular, you agree that you will:

  1. Tell every respondent, before they take part, that the interview is recorded, what the recording and transcript will be used for, how long they will be kept, who will see them, and that an AI moderator or silent observers may be present. Obtain whatever consent or other lawful basis the laws that apply to you require, and keep a record of it. The Services show a countdown and a REC marker when recording starts; that is a courtesy to the respondent, not a substitute for your notice or consent.
  2. Contact only people who have agreed to be contacted about your study, and honour their requests to be removed.
  3. Collect only the personal data your research needs. Do not use the Services to collect health, biometric, financial, or other special-category data about respondents unless you have a lawful basis to do so and have told us in advance.
  4. Respond to respondents who exercise their privacy rights, and delete their data from the Services when you no longer need it or when they ask. We will forward any request a respondent sends to us and help you act on it.
  5. Not use the Services to interview anyone under the age of 16 without the verifiable consent of a parent or guardian.

Respondents

If you were invited to take part in an interview, you do not need an account and you are not a customer of ours. The organization that invited you is responsible for the study, for telling you what the recording is for, and for getting your agreement before you take part; our Privacy Policy explains what we hold about you and how to get it deleted. By joining an interview you agree to:

  1. Use only your own personal invitation link and not share it with anyone else.
  2. Treat the other people in the call with respect, and not use the Services for any purpose listed under use restrictions.
  3. Accept that the interview may be recorded, that people may observe it without appearing on camera, and that it may be run by an AI moderator, as the researcher will have told you.

You may leave an interview at any time, and you do not have to answer a question you would rather not answer.

Payment, refunds, and plan changes

  1. Every plan starts with a free trial. We explain its length when you sign up. Starting the trial asks for a card, but the card is not charged until the trial ends. The trial is available once per person, across every organization you belong to.
  2. After the trial you pay monthly, in advance, for a plan that includes a set number of interview minutes. When your organization has used its minutes for the month, new sessions pause until the next billing period or an upgrade. We never bill you extra automatically. The pricing page lists what each plan includes and how minutes are counted.
  3. If you upgrade or downgrade, the change is handled by our payment processor, Stripe, in its Customer Portal, which also explains any proration that applies.
  4. All fees are exclusive of all taxes, levies, or duties imposed by taxing authorities. Where required, we will collect those taxes on behalf of the taxing authority and remit them. Otherwise, you are responsible for payment of all taxes, levies, or duties.
  5. If a payment fails, your plan stays active for a grace period while Stripe retries it. If the retries run out, the subscription stops and your organization drops to no plan until you choose one again. Your content is not deleted.
  6. Fees are non-refundable. You can cancel at any time to stop future charges, and your plan stays active until the end of the period you have paid for.

Cancellation and termination

  1. You are responsible for cancelling your subscription. You can do so at any time, with no questions asked, from the Stripe Customer Portal linked under Usage & Billing. An email request to cancel is not automatically considered cancellation, though we will always help if you get stuck. If you cancel before the end of your current paid month, your cancellation takes effect at the end of that month and you will not be charged again.
  2. Cancelling a subscription does not delete your content. Deleting your organization does: the organization and everything in it becomes inaccessible immediately, can be restored for 30 days, and is then permanently purged from our systems. Download any recordings or transcripts you want to keep before then.
  3. We have the right to suspend or terminate your account and refuse any and all current or future use of the Services for any reason at any time. Suspension means you and the other users in your organization will not be able to access the account or any content in it. Termination will furthermore result in the deletion of your account and the forfeiture of all content in it. We have this clause because, statistically, some account somewhere is doing something nefarious, and there are things we staunchly stand against; see use restrictions.
  4. Verbal, physical, written or other abuse (including threats of abuse or retribution) of a Company employee or officer will result in immediate account termination.

Modifications to the Services and prices

  1. We reserve the right at any time to modify or discontinue, temporarily or permanently, any part of the Services with or without notice. Sometimes it becomes technically impossible to continue a feature, and sometimes we redesign part of the Services because we think it could be better.
  2. Sometimes we change our pricing. When we do, we tend to exempt existing customers. If we do change the prices for existing customers, we will give at least 30 days' notice by email to the address on record, and may also post a notice on the website.

Uptime, security, and privacy

  1. Your use of the Services is at your sole risk. We provide the Services on an "as is" and "as available" basis. We do not offer a service-level agreement, but we take the uptime of a live interview seriously, because we know a respondent's time cannot be rescheduled for free.
  2. We reserve the right to temporarily disable your account if your usage significantly exceeds the average usage of other customers. We will reach out to the account owner before taking any action, except in rare cases where the level of use may hurt the Services for other customers.
  3. We take measures to protect and secure your data through encryption, access control and careful choice of providers; our Privacy Policy describes them. To report a security problem, email [email protected].
  4. When you use the Services, you entrust us with your data and your respondents' data. We take that trust to heart. You agree that we may process that data as described in our Privacy Policy and for no other purpose. We as humans can access your data for the following reasons:
    • To help you with support requests you make. We will ask for express consent before accessing your account.
    • On the rare occasions when an error occurs that stops an automated process partway through. We get automated alerts when such errors occur. When we can fix the issue and restart automated processing without looking at any personal data, we do. In rare cases, we have to look at a minimum amount of personal data to fix the issue; in those cases we aim to fix the root cause so it does not recur.
    • To safeguard LetsFindWhy. We will look at logs and metadata as part of our work to ensure the security of your data and the Services as a whole. If necessary, we may also access accounts as part of an abuse investigation.
    • To the extent required by applicable law. As a US company, we only preserve or share customer data if compelled by a US government authority with a legally binding order or proper request under the Stored Communications Act, or in limited circumstances in the event of an emergency request. If a non-US authority approaches us for assistance, our default stance is to refuse unless the order has been approved by the US government, which compels us to comply through procedures outlined in an established mutual legal assistance treaty or agreement mechanism. If we are audited by a tax authority, we only share the bare minimum billing information needed to complete the audit.
  5. We use third-party vendors and hosting partners to provide the hardware, software, networking, storage, media routing, transcription and AI models required to run the Services. The subprocessors that handle personal data are listed in our Privacy Policy, and we will update that list before adding a new one.
  6. Data processing. Where the GDPR or UK GDPR applies to your use of the Services, this section is our data processing agreement with you. We process personal data in your content only on your documented instructions, which these Terms and your use of the Services constitute; we keep it confidential and ensure the people who can access it are bound to do the same; we implement the security measures described in our Privacy Policy; we engage only the subprocessors listed there, on terms no less protective than these; we help you respond to respondents who exercise their rights and, taking into account the nature of the processing, with your own compliance obligations; we notify you without undue delay after becoming aware of a personal data breach affecting your content; we delete your content when your organization is deleted, as described above; and we make available the information needed to demonstrate this, on request.

AI features

  1. The AI moderator, transcription, question matching, summaries and "Ask AI" are produced by machine learning models. They can mishear, misattribute, and state things that are not in the recording. They are aids to your judgement, not a replacement for it: review AI output before you rely on it, and never present an AI summary to a client, a participant or a regulator as if it were a verbatim record.
  2. The AI moderator follows the discussion guide you wrote. You are responsible for what it is instructed to ask, and for being able to take over the interview if it goes wrong.
  3. We do not use your content to train AI models, and we use our AI providers on terms and settings under which they do not either.

Copyright and content ownership

  1. All content posted on the Services must comply with copyright law. If you believe content on the Services infringes your copyright, email [email protected] with the details and we will look into it promptly.
  2. You give us a limited licence to use the content posted by you, your users and your respondents in order to provide the Services to you, but we claim no ownership rights over that content. Recordings, transcripts and everything derived from them remain yours.
  3. We do not pre-screen content, but we reserve the right (though not the obligation) in our sole discretion to refuse or remove any content that is available via the Services.
  4. The Company or its licensors own all right, title, and interest in and to the Services, including all intellectual property rights therein, and you obtain no ownership rights in the Services as a result of your use. You may not duplicate, copy, or reuse any portion of the HTML, CSS, JavaScript, or visual design elements without express written permission from the Company. You must request permission to use our logos for promotional purposes.
  5. You agree not to reproduce, duplicate, copy, sell, resell or exploit any portion of the Services, use of the Services, or access to the Services without the express written permission of the Company.

Use restrictions

You may not use the Services, or allow anyone else to use them, to:

  • Record, interview or contact anyone without the notice and lawful basis that your responsibilities towards respondents require, or in a way that deceives them about who is asking or why.
  • Harass, threaten, abuse or discriminate against anyone, or run "research" whose real purpose is to sell to, pressure or profile the people taking part.
  • Impersonate a person or organization, or misrepresent the AI moderator as a human.
  • Upload or distribute malware, spam, or content you have no right to share.
  • Probe, scan or test the vulnerability of the Services, or interfere with their operation, other than through a security report sent to us.
  • Break the law, or help anyone else to.

If you discover the Services being used in one of these ways, please email [email protected]. We investigate every report.

Features and bugs

We design the Services with care, based on our own experience and the experience of the researchers who share their time and feedback. However, there is no such thing as a service that pleases everybody. We make no guarantees that the Services will meet your specific requirements or expectations.

We test our features before shipping them, but as with any software, the Services inevitably have some bugs. We track the bugs reported to us and work through the priority ones, especially any related to security or privacy. Not all reported bugs will get fixed and we do not guarantee completely error-free Services.

API terms

Where we offer an API, any use of it, including through a third-party product that accesses the Services, is bound by these Terms plus the following specific terms:

  1. You expressly understand and agree that we are not liable for any damages or losses resulting from your use of the API or of third-party products that access data via the API.
  2. Abuse or excessively frequent requests to the Services via the API may result in the temporary or permanent suspension of your account's access to the API. We will determine abuse or excessive usage in our sole discretion and will attempt to warn the account owner first, unless the usage is threatening the Services for others.

Liability

We mention liability throughout these Terms, but to put it all in one section:

You expressly understand and agree that the Company shall not be liable, in law or in equity, to you or to any third party for any direct, indirect, incidental, lost profits, special, consequential, punitive or exemplary damages, including, but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if the Company has been advised of the possibility of such damages), resulting from: (i) the use or the inability to use the Services; (ii) the cost of procurement of substitute goods and services resulting from any goods, data, information or services purchased or obtained or messages received or transactions entered into through or from the Services; (iii) unauthorized access to or alteration of your transmissions or data; (iv) statements or conduct of any third party on the Services, including respondents; (v) or any other matter relating to these Terms or the Services, whether as a breach of contract, tort (including negligence whether active or passive), or any other theory of liability.

In other words: choosing to use our Services means you are making a bet on us. If the bet does not work out, that is on you, not us. We do our best to be as safe a bet as possible through careful management of the business and investment in security, infrastructure and the product. If you choose to use our Services, thank you for betting on us.

If you have a question about any of these Terms, please email [email protected].

Adapted from the Basecamp open-source policies, licensed under CC BY 4.0.