Terms of service

1. Who we are and how these terms work

Formglide is a trading name of DIGITALIZER LTD, a company registered in England and Wales under company number 15267581, with its registered office at 2nd Floor, Unicorn House, Station Close, Potters Bar, Hertfordshire, EN6 1TL, United Kingdom ("Formglide", "we", "us"). These terms govern your use of the Formglide service at formglide.io (the "Service").

You accept these terms by ticking the box when you create an account, or when we ask you to accept an updated version. We keep a record of the version you accepted and when. Our Data Processing Agreement forms part of these terms. Our Privacy Policy explains how we handle personal data as controller; it is information, not part of the contract.

The "Customer" ("you") is the person or organisation that creates the account or buys a subscription. If you accept these terms for an organisation, you confirm that you have authority to bind it. You must be at least 18 to create an account.

The Service is designed for businesses, but consumers can use it too. Where you are a consumer, the consumer provisions in these terms apply, and nothing in them affects your statutory rights.

2. Definitions

• Workspace: a space that holds forms, responses and settings. Every new account gets one, with the person who signed up as its owner.
• Client Workspace: a Workspace created under an Agency-plan Workspace for one of the agency's clients.
• Member: a person with access to a Workspace, as an owner or a member.
• Respondent: a person who fills in one of your forms. A Ticket Holder is a Respondent who receives a ticket.
• Your Content: your forms, settings, logos and anything else you or your Members put into the Service, and the responses, files and tickets collected through your forms.

3. Accounts, teams and agencies

Accounts. You sign up with an email address and password, or with Sign in with Google, where you use your Google account under Google's own terms. Keep your sign-in details secure and tell us promptly if you suspect someone else has used your account. You are responsible for activity under your account and your Workspaces, except where it results from a failure of our security.

Email verification. You must verify your email address before you can publish forms, invite teammates or send notification and ticket emails.

Teams. Owners can invite any number of people, on every plan, with no per-seat charge. An invitation link expires after 7 days, can be revoked, and must be accepted with the invited email address. Owners manage billing, Members, invitations, Workspace settings, Client Workspaces and white-label. Members can build and publish forms, view and export responses, download uploaded files, set up integrations, check in tickets, and delete forms and responses. You are responsible for whom you invite and for what they do in your Workspaces. Accepting an invitation does not make a Member personally responsible for the Customer's subscription.

Client Workspaces (Agency plan). An owner of an Agency-plan Workspace can create Client Workspaces. Every Member of the agency Workspace automatically has access to every Client Workspace under it, with the same role. A person invited only into a Client Workspace sees only that Workspace. Client Workspaces are billed through the agency's subscription. If the agency leaves the Agency plan, existing Client Workspaces keep working without Agency features, and no new ones can be created. Deleting the agency Workspace, or the account that solely owns it, deletes every Client Workspace under it, so arrange any export or handover first.

Agencies and their clients. The agency is our Customer for all its Client Workspaces. The agency is responsible for having the agreement and authority it needs from each client, including authority to use Formglide as a sub-processor where the client is the controller, for deciding who can access each Client Workspace, and for handling its clients' instructions and requests.

4. Plans, prices and fair use

Plans. We offer Free (£0), Pro (£29 a month or £290 a year) and Agency (£79 a month or £790 a year), priced in pounds sterling. The price shown is the price you pay. What each plan includes is described on our pricing page. A change to the pricing page does not change a subscription you have already paid for; price changes follow section 19.

Free plan allowance. The Free plan includes 500 responses a month. We never reject a response only because it is over that allowance: extra responses are stored, included in CSV exports, and shown in your results when you upgrade. This does not stop us acting under section 9, and it is not a guarantee against outages.

Fair use. Pro and Agency have no fixed response limit, subject to the fair-use policy on our pricing page. Sustained volume above roughly 100,000 responses a month in one Workspace, or traffic that looks like scraping or automated abuse, leads to a human review and a conversation with you, not an automatic lockout, downgrade or charge. Fair use is about volume only. It does not limit our rights under section 9 to act against forms that break our acceptable use rules.

File storage. Uploaded files count towards a storage limit for each Workspace: 2 GB on Free, 50 GB on Pro and 250 GB on Agency, where an agency Workspace and its Client Workspaces share one limit. A single file can be up to 10 MB on Free and 1 GB on Pro and Agency. When a Workspace reaches its limit, its forms stop accepting new file uploads until files are deleted or the plan changes; files already stored are not deleted, and forms keep accepting responses without files. A file uploaded to a form that never becomes part of a completed response is deleted after 24 hours, or after 7 days while that response is waiting for payment.

5. Billing, renewal, cancellation and refunds

Payment. Paid plans are billed in advance, monthly or yearly, through Stripe, and renew automatically for the same period until cancelled. Stripe collects your card details; we never see or store your card number. Any proration for a plan change is shown before you confirm it.

Renewal reminder. We aim to email the billing owner about 14 days before each renewal of an active subscription.

Cancelling. An owner can cancel in Settings at any time, without calling us. Cancellation takes effect at the end of the current billing period, and you keep the paid features until then. You can reactivate before that date. Cancelling does not delete your forms or data; your Workspace moves to the Free plan and you can still export your data.

14-day refund. You can have any subscription charge refunded in full if you ask within 14 days of that charge, with no reason needed. You can refund your latest charge yourself in Settings; this refund is issued immediately, ends your subscription straight away and moves your Workspace to the Free plan, where your forms keep working. For any other charge in the 14-day window, or if the button is not available, email hello@formglide.io. Refunds go back to the original payment method; how long they take to arrive depends on Stripe and your bank.

After the 14 days, fees already paid are not refundable just because you stop using the Service. This does not affect your statutory rights, your consumer cancellation rights (section 6), or refunds under sections 14, 15 and 19.

Failed payments. If a renewal payment fails, Stripe retries it and we email you. Your paid features continue while the payment is overdue. If the subscription then ends, your Workspace moves to the Free plan. We never delete content because of a downgrade. We may restrict the Service for unpaid fees after giving you reasonable notice.

6. Consumer cancellation rights

If you are a consumer, you have the right to cancel your subscription within 14 days after the day you bought it, without giving a reason. To cancel, email hello@formglide.io with a clear statement that you are cancelling, or use the model form below. It is enough to send your notice before the 14 days end. If you cancel, we refund what you paid for that subscription within 14 days of receiving your notice, to the original payment method, with no fee. We do not charge you for using the Service during that period. Our 14-day refund in section 5 applies in addition to this right.

Model cancellation form (you do not have to use it):

To DIGITALIZER LTD (trading as Formglide), 2nd Floor, Unicorn House, Station Close, Potters Bar, Hertfordshire, EN6 1TL, United Kingdom; hello@formglide.io.

I give notice that I cancel my contract for the Formglide service.

Ordered on: ... Name: ... Address: ... Account email: ... Signature (only if sent on paper): ... Date: ...

7. Your data and exporting it

You own Your Content. You can export responses as CSV on every plan while your data is stored, including after you cancel or downgrade. Export anything you need before deleting a form, Workspace or account: deletion is permanent and the data cannot be recovered. What happens to your data when your account is closed is set out in section 14 and the Data Processing Agreement.

8. Acceptable use

You must not use the Service to:

• impersonate any person, brand or organisation, or collect passwords, sign-in details, payment card numbers, bank details or other credentials (phishing). Never ask for card details in a form question;
• distribute malware or link to it;
• collect personal data unlawfully, or without the notices and lawful basis the law requires;
• send spam or unlawful marketing, including through notification, ticket or webhook features;
• sell or promote anything illegal, counterfeit or fraudulent, or run fraudulent events or ticket sales;
• host illegal content, infringe anyone's rights, or harass, threaten or discriminate against anyone;
• get around our bot checks, rate limits, plan limits or other controls, or probe, attack or overload the Service.

You must not collect health or other special category data, or criminal offence data, without our prior written agreement. A template is an example, not that agreement. You must not collect children's personal data without the protections the law requires.

9. Reporting abuse and how we enforce these terms

Reporting. Every hosted form shows a "Report abuse" link, and anyone can report a form on our report page or by emailing security@formglide.io. Please include the form's link and what is wrong, and avoid sending sensitive personal data in a report. We review reports and act on them where needed.

Safety footer. Every hosted form shows a short safety line ("Never submit passwords through this form.") and the "Report abuse" link. These stay on every form, including forms with Formglide branding removed or white-labelled.

Automated phishing check. When a form is published, we automatically check its text for signs of phishing, such as questions asking for passwords or payment card details, or a well-known brand next to account-related wording. A form the check flags on the Free plan is held from public view until a person at Formglide reviews it. On paid plans a flagged form stays live while we review it. The check is automatic: it can miss abuse and can flag a legitimate form, so a person reviews every held form. Some form links are also reserved, such as links that pair a brand name with sign-in or account words.

What we may do. Where we reasonably believe a form, Workspace or account breaks these terms or the law, or puts people at risk, we may, in proportion to the problem:

• take down a form, so its link and embeds stop working and it stops accepting responses. Tickets issued from a form that is taken down show as disabled;
• suspend a Workspace, so none of its forms (or its Client Workspaces' forms) are served, its tickets show as disabled, and its owners cannot sign in while the suspension lasts;
• end your access for serious or repeated breaches (section 14).

We act without warning where the harm is urgent, for example phishing, malware or fraud. For other problems that can be fixed, we normally tell you first and give you a reasonable time to fix them. A takedown or suspension does not delete your data.

Telling you. When we hold or take down a form or suspend a Workspace, we will tell you by email what we did, why and what it affects, unless the law or an investigation prevents it. You can ask us to reconsider by replying to that email or writing to security@formglide.io, and a person will review your request. This does not limit any other legal remedy you have.

Authorities. We may preserve and disclose information, including Your Content and account data, where the law requires it or where it is necessary to prevent fraud or serious harm. We check that requests are lawful, disclose only what is necessary, and tell you where the law allows.

10. Your content, data protection and privacy

Licence. You give us the rights we need to host, copy, transmit, display and process Your Content to provide, secure and support the Service and to follow your instructions. You must have the rights to the content, logos and data you put into the Service. We own the Service, its software, templates and the Formglide brand; you may adapt our templates for use in the Service.

Data protection. For personal data collected through your forms, you are the controller (or, for agencies, see section 3) and we are your processor, under the Data Processing Agreement. You are responsible for:

• having a lawful basis for everything your forms collect, and telling Respondents who you are and how you use their data before they answer, including on white-labelled forms where Formglide is not named;
• telling Respondents before they start if you turn on partial capture, which saves answers before they submit;
• any consent your tracking needs (section 11);
• handling Respondents' requests about their data, with our help where you need it.

Uploaded files. Respondents' files go straight to our storage provider. Only signed-in Members of your Workspace can request a download link, and each link works for 5 minutes. Anyone who has a valid link can use it during that time, so do not forward links. We do not scan uploaded files for malware.

Feedback. If you send us ideas or feedback, we may use them without any obligation to you.

11. Integrations, tracking and white-label

Integrations. Integrations you set up (Meta Pixel and Conversions API, Google Analytics 4, Google Sheets, Slack, email notifications, webhooks, and Typeform import) send data to, or fetch data from, those services on your instructions and under your own accounts and terms with them. You are responsible for the credentials you enter and for your arrangements with those services. Email notifications can only go to Members of your Workspace (or of its agency Workspace). If you connect Google Sheets with Connect with Google, you allow Formglide to create a spreadsheet in your Google Drive and add a row to it for each completed response; Formglide can reach only the files it creates. Disconnect stops this, and the spreadsheet stays in your Drive. We are responsible for performing our own part correctly, but not for the availability of third-party services.

Tracking consent. If you connect Meta Pixel, the Meta Conversions API or Google Analytics 4 to a form, the form shows Respondents a banner to accept or reject that tracking, and the tracking runs only after they accept. You can turn the banner off for a form. If you do, the tracking runs without asking and you are responsible for obtaining any consent the law requires. Optional per-question tracking events are off unless you turn them on.

White-label (Agency plan). You can set a brand name and logo for a Workspace or Client Workspace. Your logo or name then replaces the Formglide badge on your forms, and your brand name becomes the sender name on response notification and ticket emails; the sending address stays notifications@formglide.io. The dashboard, sign-in pages and billing emails stay Formglide-branded, and custom domains are not offered. White-label switches off if you leave the Agency plan. You must have the right to use the name and logo, and you must still identify yourself (or your client) to Respondents.

12. Event tickets

What the feature does. On every plan, you can issue a QR ticket for each completed response. Tickets are emailed to the Respondent with a backup code and a ticket page. You and your Members can check people in from a phone browser, undo a check-in, void a ticket and resend it.

You are the organiser. Formglide provides ticketing tools only. You are responsible for the event, admission, safety, capacity, venue, licences, accurate event details, communications with Ticket Holders, and the terms and consumer law that apply to your event. In particular:

• there is no automatic capacity limit or sold-out handling, so stop accepting responses when you are full;
• editing the event details in the form changes tickets already issued;
• cancelling an event does not notify Ticket Holders, so void tickets and tell Ticket Holders yourself.

Limits. Anyone with a ticket link or QR image can open the ticket page, so a forwarded ticket can be presented by someone else. Check-in needs an internet connection. Ticket emails depend on the Respondent's email address and mail provider. If a form is taken down or a Workspace suspended, its tickets show as disabled. We provide the ticketing tools with reasonable care and skill.

13. Payments in forms

When this section applies. This section applies when in-form payments are available on your plan and you connect a Stripe account to a Workspace. Until then it has no effect. In-form payments are offered on the Pro and Agency plans. Before you can connect, you must tick a box agreeing to this section and to the Stripe Connected Account Agreement; we record who agreed, when, and which version of these terms was in force.

You are the seller. When a Respondent pays through one of your forms, you are the seller and the merchant of record, and the sale is between you and the Respondent. Formglide is not a party to the sale and takes no fee or commission on it. Stripe's own processing fees apply and are charged to your Stripe account.

How payments work. Connecting creates a Stripe account for your Workspace, which you set up directly with Stripe. Respondents pay on Stripe's checkout page and the money goes directly to your own Stripe account: Formglide never receives or holds it. Card details are entered on Stripe's pages, so we never see, receive or store them. You authorise us to create checkout pages on your Stripe account, read their status, and receive Stripe's notifications about payments, refunds, disputes and your account, only so that the Service works as described here.

What happens to a paid response. A response that reaches a payment step only becomes complete, reaches your integrations and receives its ticket once Stripe confirms the payment. A checkout page expires about 30 minutes after it opens. A response still unpaid 24 hours after its latest checkout attempt is marked abandoned and never completes. If a payment is fully refunded, tickets issued for that response are cancelled automatically; a partial refund leaves them valid and is shown in your results.

Your responsibilities. As the seller, you are responsible for:

• refunds, chargebacks and disputes, which you handle in your Stripe account;
• the taxes on your sales, including VAT, and any receipts or invoices the law requires;
• making sure that what you sell is lawful and that you are allowed to sell it;
• describing what you sell, its price and your refund terms accurately, and telling Respondents who you are;
• providing what you sell, including running any event and honouring the tickets you issue;
• the consumer law that applies to your sales.

Your relationship with Stripe. Your Stripe account is governed by your own agreement with Stripe: the Stripe Services Agreement, including the Stripe Connected Account Agreement. Stripe, not Formglide, decides whether to open your account, what information it needs from you, and whether to restrict it.

When we may pause or disconnect payments. We may disconnect your Stripe account from a Workspace, or pause or unpublish forms that take payments, where we reasonably believe they are being used for fraud or other abuse, or in breach of section 8 (Acceptable use). Some of this happens automatically: we hold a form for review when it receives many checkout attempts with very few completed payments (a sign that someone is testing stolen card numbers through it), and we pause a Workspace's payment forms when a payment made through them is disputed or when Stripe restricts the connected account. We tell you what we did and why, as described in section 9, and a person reviews the forms before they go back online.

Disconnecting. You can disconnect your Stripe account in Settings at any time. Disconnecting removes only the link: your Stripe account, its balance and its payment history stay yours, and refunds and disputes for payments already taken remain your responsibility. Forms with a payment step stop taking payments until you connect an account again.

14. Deleting your account, suspension and termination

Deleting your account. You can delete your account in Settings. We cancel any active subscription immediately (with no refund unless section 5 or 6 applies), delete every Workspace you are the only owner of, including its Client Workspaces, forms, responses, tickets and uploaded files, and remove you from Workspaces others own. Deletion is refused while a Workspace you solely own has other Members, until you add another owner or remove them. Deletion is permanent, so export first. Emails already delivered, data already sent to integrations, and records Stripe keeps are not affected.

Leaving a Workspace. Members can leave a Workspace. The last owner of a top-level Workspace cannot leave it.

Our right to suspend or end your access. We may suspend or end your access under section 9, or for unpaid fees after reasonable notice. We may also end a paid subscription for any reason by giving you at least 30 days' notice, and refund any prepaid fees for the unused period.

Your data after closure. If we end or close your account (rather than you deleting it), you can ask us for an export of your data for 30 days after closure, unless that would be unlawful or create a security risk, in which case we will arrange a safe alternative where we can. We then delete it from our active systems within 30 days. Details are in the Data Processing Agreement.

What survives. Sections that by their nature should continue after termination, including those on amounts due, data protection, confidentiality, liability and disputes, continue to apply.

15. Service standard, support and changes to the Service

Standard. We provide the Service with reasonable care and skill. It depends on third-party providers and may sometimes be interrupted; we do not offer an uptime commitment.

Support. Support is by email. We aim to reply within one business day but do not guarantee response times. Agency plan requests are handled first.

Changes to the Service. We may improve and change the Service, including for security, legal or technical reasons. If we make a change that materially reduces a feature of your paid plan, we will give you at least 30 days' notice where reasonably possible, explain the change, and let you cancel and get a refund of prepaid fees for the unused period.

16. Liability

What we never limit. Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be excluded or limited by law. Nothing limits individuals' rights under data protection law.

If you are a consumer. We are responsible for loss you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. The limits and exclusions in the rest of this section and the indemnity in section 17 do not apply to you, and nothing in these terms affects your statutory rights.

If you are a business. Subject to the paragraph headed "What we never limit":

• our total liability for all claims arising in any 12-month period is limited to the greater of £1,000 and the fees you paid us for the Service in the 12 months before the event giving rise to the claim;
• for claims about our breach of our data protection or confidentiality obligations, a separate limit applies instead: the greater of £10,000 and twice the fees you paid us for the Service in those 12 months;
• the same loss cannot be recovered under both limits;
• we are not liable for loss of profits, revenue, business or goodwill, or for indirect or consequential loss. This does not exclude reasonable direct costs of restoring data lost because of our breach;
• we are not responsible for your sales, your events or your dealings with Respondents and Ticket Holders, or for the acts of third-party services you choose to connect, but this does not excuse loss caused by our own breach.

17. Your indemnity (business customers)

If you are a business, you will compensate us for reasonable costs, damages and losses arising from third-party claims, to the extent they are caused by Your Content being unlawful, your infringement of someone's rights, your fraud, your unlawful processing of personal data, or your breach of your duties as an event organiser. This does not cover anything caused by our own negligence or breach, or regulatory fines that cannot lawfully be passed on. We will tell you promptly about any claim, let you take part in defending it, take reasonable steps to reduce our losses, and not settle it in a way that commits you to an admission or obligation without your consent. Except in the case of your fraud, this indemnity is limited to the greater of £10,000 and twice the fees you paid us for the Service in the 12 months before the claim.

18. Confidentiality and notices

Confidentiality. Each of us will protect the other's non-public information with reasonable care, share it only with people who need it and are bound to keep it confidential, and use it only for the purposes of these terms. This does not apply to information that is public, independently developed or lawfully obtained from someone else, or that the law requires to be disclosed (in which case the disclosure will be limited and, where allowed, notified).

Notices. Send notices to us at hello@formglide.io. We send notices to your account email address, and may also show them in the app. Keep your email address up to date.

19. Changes to these terms

We may change these terms for legal, security or technical reasons, or for a commercial change that applies going forward. We will give you at least 30 days' notice of material changes by email or in the app, and ask you to accept the new version. If a change is materially to your disadvantage, you can cancel before it takes effect and get a refund of prepaid fees for the unused period. New prices apply only from a later billing period, after notice. No change affects rights you have already gained or your statutory rights.

20. Law and disputes

These terms are governed by the law of England and Wales. If you are a business, the courts of England and Wales have exclusive jurisdiction. If you are a consumer, you keep the protection of the mandatory laws of the country where you live and can bring proceedings in your local courts. Please contact us first so we can try to resolve any problem; this does not stop you going to court or to a regulator.

21. General

These terms, the Data Processing Agreement and the plan description on our pricing page at the time you subscribed are the whole agreement between us about the Service. Where they conflict, the Data Processing Agreement governs personal data processed for you, and these terms govern everything else. Nothing in these terms excludes liability for misrepresentation.

If you are a business, you may not transfer your rights under these terms without our consent, which we will not refuse unreasonably. We may transfer ours as part of a sale or reorganisation of our business, as long as the new owner can meet our obligations; if that materially disadvantages you, we will tell you and you can cancel with a refund of prepaid fees for the unused period. If a court finds part of these terms unenforceable, the rest stays in force. If we do not enforce a right straight away, we can still enforce it later. No one other than you and us has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.