Terms of Use

1. Acceptance of Terms

By accessing or using Real IQ ("the Service"), you agree to be bound by these Terms of Use ("Terms"). If you are using the Service on behalf of a company or other legal entity, you represent that you have authority to bind that entity to these Terms.

If you do not agree to these Terms, do not use the Service.

2. Service — Important Information

By using Real IQ you expressly acknowledge and agree to the following:

2.1 Service availability

The Service may contain bugs, errors, or other issues that could cause it to function incorrectly or not at all. Real IQ does not warrant that the Service will be error-free, uninterrupted, or available at any particular time.

2.2 AI-inferred metrics

CSAT, NPS, sentiment, and theme data are inferred automatically by AI from voice transcripts. These inferences are approximate and may not always be accurate. You should not rely on AI-inferred scores as the sole basis for critical business decisions.

2.3 Data export

We strongly recommend exporting your conversation data regularly using the dashboard export feature. Real IQ is not liable for data loss resulting from account closure, inactivity, or service disruption.

2.4 Service changes

We may make changes to the Service at any time, including changes that may affect existing integrations, embed scripts, or API connections. We will make reasonable efforts to communicate significant changes in advance.

2.5 Pricing and pricing changes

Subscription plan prices, conversation quotas, and overage rates are subject to change. By subscribing, you acknowledge that pricing may be updated from time to time.

For any change to plan price, monthly conversation quota, or overage rate, Real IQ will notify all active subscribers by email at least 60 days before the change takes effect. Pricing changes apply to all subscribers — there is no automatic grandfathering of previous pricing.

For any other pricing changes, Real IQ will provide at least 30 days notice to all affected subscribers before the change takes effect.

Pricing changes take effect at the start of the first billing cycle after the applicable notice period expires.

2.6 Feedback licence

By using the Service, you agree to provide feedback to Real IQ when reasonably requested. You grant Real IQ a non-exclusive, royalty-free, worldwide licence to use any feedback you provide to improve the Service.

3. The Service

Real IQ provides an AI-powered customer feedback platform that enables businesses ("Customers") to collect open-ended feedback from their end customers ("End Users") via conversational AI widgets and shareable links. The Service analyzes conversations and infers metrics including sentiment, CSAT, and NPS.

Real IQ is a business-to-business service. You are a Customer using the Service to collect feedback from your own End Users. You are responsible for ensuring your use of the Service complies with applicable laws regarding data collection from End Users.

4. Accounts and Registration

You must register for an account to use the Service. You agree to provide accurate, complete, and current information and to keep it updated. You are responsible for maintaining the security of your account credentials and for all activity that occurs under your account.

You must be at least 18 years old to create an account. Accounts may not be shared between individuals or organisations without express written permission from Real IQ.

5. Payments and Subscriptions

The Service operates on a monthly subscription model. You choose a plan and are billed monthly for your subscription. Each plan includes a monthly conversation quota shared across all agents on your account.

• What counts as a conversation: A session counts toward your monthly quota only when the caller engages long enough for our AI to extract feedback. Short hangups, silent calls, and failed connections are free and do not count. All sessions — billed or not — appear in your dashboard so you can see everything that came in.
• Quota reset: Your monthly conversation quota resets on your billing anniversary date each month, not on the calendar month.
• No rollover: Unused conversations in a billing cycle expire at the end of that cycle and do not carry forward.
• Overage: If you exceed your monthly quota, sessions continue uninterrupted. Each conversation over quota is charged at your plan's overage rate and billed at the end of your billing cycle as a separate line item.
• No refunds: Subscription fees are non-refundable once a billing cycle has started, except where required by applicable law. Partial-month refunds are not available on downgrade or cancellation.
• Plan changes: Upgrades take effect immediately. Downgrades take effect at the start of your next billing cycle.
• Payment failure: If a subscription payment fails, Real IQ will notify you and continue service through a short grace period while the payment is retried. If the payment is not resolved after retries, new voice sessions are blocked. Existing data remains accessible throughout.
• Free tier: New accounts receive 25 free conversations on signup, with no credit card required. This is a one-time allocation that does not renew.
• Pricing changes: Pricing terms reflect the current subscription model. Active subscribers receive at least 60 days notice before any price change takes effect.

All payments are processed by Stripe. By making a payment, you agree to Stripe's terms of service. Real IQ does not store your payment card details.

6. Your Data

You retain ownership of all data you submit to the Service, including conversation transcripts, configuration settings, and customer identity data. Real IQ does not claim ownership of your data.

You may export your data at any time using the dashboard export feature. Upon termination of your account, your data will be retained for 30 days to allow export, after which it will be deleted from our systems.

You are responsible for obtaining any necessary consents from your End Users before collecting their feedback through the Service. This includes compliance with applicable privacy laws such as GDPR, CCPA, and any other regulations applicable to your business or your End Users' jurisdiction.

7. Privacy and AI Data Use

Customer conversations collected through the Service are private and confidential. Real IQ will not:

• Share conversation content with third-party AI providers or public AI models
• Sell or licence your conversation data to any third party
• Use individual conversation content to train public AI models

Real IQ may use aggregated, anonymised performance metrics — such as response rates, conversation completion rates, and aggregate sentiment distributions — to improve the Service. This data is stripped of any personally identifiable information and cannot be traced back to individual conversations or customers.

All conversation data is encrypted in transit and at rest. For full details, see our Privacy Policy.

8. Acceptable Use

You agree not to use the Service to:

• Collect feedback from individuals under the age of 13, or under 16 in jurisdictions where a higher age of digital consent applies
• Conduct feedback collection in a deceptive, misleading, or coercive manner
• Collect sensitive personal data (health, financial, biometric, or similar) without appropriate disclosures and consents
• Violate any applicable law, regulation, or third-party rights
• Attempt to reverse-engineer, scrape, or extract data from the Service beyond normal use
• Use the Service to harass, harm, or discriminate against any person
• Circumvent rate limits, spend caps, or other Service limitations

8.1 Prohibited solicitation of sensitive information

You may not configure Real IQ agents to solicit, request, or capture passwords, PINs, one-time codes, payment card numbers, CVV/CVC codes, bank account or routing numbers, wallet seed phrases or private keys, government-issued identifier numbers (Social Security numbers, passport numbers, driver's licence numbers, national insurance numbers), or other sensitive personal credentials from respondents.

Real IQ blocks the creation or update of agents whose questions appear to solicit this information through automated content checks. Attempts to circumvent these checks — through obfuscation, indirection, or any other means — may result in immediate account suspension without refund.

Real IQ reserves the right to suspend or terminate accounts that violate these provisions without refund.

9. Intellectual Property

The Service, including its software, design, trademarks, and documentation, is owned by Real IQ and protected by applicable intellectual property laws. These Terms do not grant you any rights to use Real IQ's trademarks, logos, or branding.

You grant Real IQ a limited licence to process and analyse your conversation data solely for the purpose of providing the Service to you.

10. Disclaimers

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, REALIQ DISCLAIMS ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

In particular, and without limiting the foregoing, Real IQ does not warrant that:

• CSAT, NPS, or sentiment scores inferred by the Service are accurate, complete, or suitable for any particular purpose
• Insights, themes, or recommendations generated by the Service are correct or actionable
• The Service will be available continuously or without interruption, particularly during periods of rapid development or service changes
• The Service will meet your specific business requirements

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, REALIQ SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, LOSS OF DATA, OR LOSS OF BUSINESS OPPORTUNITY, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICE.

IN NO EVENT SHALL REALIQ'S TOTAL LIABILITY TO YOU EXCEED THE AMOUNT YOU PAID TO REALIQ IN THE TWELVE MONTHS PRECEDING THE CLAIM.

Some jurisdictions do not allow the exclusion or limitation of certain damages. In such jurisdictions, our liability will be limited to the greatest extent permitted by law.

12. Termination

You may terminate your account at any time from your dashboard settings. Termination does not entitle you to a refund of unused subscription quota.

Real IQ may suspend or terminate your account if you violate these Terms, if your account is inactive for more than 12 months, or at our discretion with 30 days' written notice.

Upon termination, your access to the Service will cease and your data will be retained for 30 days before deletion, during which you may export it.

13. Changes to These Terms

We may update these Terms from time to time. We will notify you of material changes by email and by displaying a notice in the dashboard. Your continued use of the Service after the effective date of updated Terms constitutes acceptance of the new Terms.

14. Contact

Questions about these Terms should be directed to:

Real IQ
Email: contact@myrealiq.com
For privacy-related requests: contact@myrealiq.com

These Terms are governed by the laws of the State of California, United States, without regard to conflict of law principles. Any disputes shall be resolved in the courts of California.