1. Agreement & who we are
Crumb Cloud (the "Service") is operated by Localhost Labs LLC ("Crumb", "we", "us", "our"). By creating an account or using the Service, you ("you", the customer) agree to these Terms of Service (the "Terms"). If you don't agree, don't use the Service.
If you instead run the open-source Community edition yourself, your use is governed by the AGPL-3.0 license, not these Terms.
2. Definitions
- Service: the hosted Crumb Cloud application, APIs, and embeddable widget.
- Account: your workspace and login on the Service.
- Customer Content: the feedback, account records, and other data you and your End Users submit to or generate in the Service.
- End User: your customers and other people who submit feedback through your Crumb workspace.
3. Eligibility & authority
You must be at least 18 and able to form a binding contract. If you use the Service on behalf of an organization, you represent that you have authority to bind that organization to these Terms, and "you" refers to that organization.
4. Your account & security
You're responsible for all activity under your Account and for keeping your credentials secure. Notify us promptly at [email protected] if you suspect unauthorized access. We're not liable for losses arising from credentials you failed to safeguard.
5. The Service & plans
The Service lets you collect, triage, and respond to product feedback, tie it to accounts and revenue, push it to your engineering tools, and close the loop with the people who submitted it. Features vary by plan as described on the pricing page and may change as the product evolves.
6. Early access & beta features
The Service (or specific features) may be offered as early-access, preview, or beta. Those features may be incomplete, change, or be withdrawn at any time, may not be as reliable as generally available features, and are provided without warranties or any service-level commitment.
7. Customer Content
As between you and us, you own your Customer Content. You grant us a worldwide, non-exclusive license to host, process, transmit, display, and back up Customer Content solely to provide and maintain the Service. You're responsible for your Customer Content and for having the rights, permissions, and privacy notices needed to collect and submit it (including your End Users' data). We may use aggregated and de-identified data (which does not identify you or any individual) to operate and improve the Service.
8. Acceptable use
You agree not to: break the law or infringe others' rights; submit unlawful, harmful, or abusive content; attempt to disrupt, probe, or gain unauthorized access to the Service or its infrastructure; resell or provide the Service to third parties except as permitted; or exceed published API rate limits or otherwise place an unreasonable load on the Service.
9. Third-party services & integrations
The Service integrates with third-party tools (e.g., Linear, Jira, GitHub, Slack) and payment processing (Stripe). Your use of those services is governed by their own terms and privacy policies, and we're not responsible for them. Connecting a third-party service authorizes us to exchange data with it as needed to provide the feature.
10. AI features
Some features (such as initiative clustering and AI-drafted tickets) use machine-learning models that we run on our own infrastructure — your data is not sent to any third-party AI provider. AI output may be inaccurate or incomplete, so review it before relying on it. AI usage may be subject to per-plan caps.
11. Privacy & data protection
Our handling of personal data is described in our Privacy Policy. For End-User personal data processed through your workspace, you are the data controller and we act as your processor under our Data Processing Addendum (DPA); the third-party providers we rely on are listed on our Subprocessors page. Each party will comply with applicable data-protection laws (including, where relevant, GDPR and CCPA/CPRA).
12. Fees, billing & taxes
Paid plans are billed in advance on a recurring basis and auto-renew until cancelled. You can cancel anytime, effective at the end of the current billing period; cancellation stops future charges but doesn't refund the current period. Fees are non-refundable except where required by law. Fees are exclusive of taxes, which you're responsible for. We may change pricing with prior notice effective at your next renewal. We may suspend the Service for non-payment after reasonable notice. See our Refund & Cancellation Policy for the details on billing, cancellation, and refunds.
13. Feedback to us
If you send us suggestions or ideas about the Service, you grant us a perpetual, irrevocable, worldwide, royalty-free license to use them without restriction or obligation to you. (Fitting, for a feedback company.)
14. Intellectual property
We and our licensors own the Service, including its software, design, and trademarks. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service per these Terms. No rights are granted except as expressly stated; you may not copy, modify, reverse-engineer, or create derivative works of the hosted Service (the open-source edition is separately licensed under AGPL-3.0).
15. Disclaimer of warranties
To the maximum extent permitted by law, the Service is provided "as is" and "as available," without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, non-infringement, and any warranty that the Service will be uninterrupted, secure, or error-free.
16. Limitation of liability
To the maximum extent permitted by law: neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, or data; and our total aggregate liability arising out of or relating to the Service is limited to the amounts you paid us for the Service in the 12 months before the event giving rise to the claim. These limits don't apply to liability that can't be limited by law. Some jurisdictions don't allow certain limitations, so some of these may not apply to you.
17. Indemnification
You will defend and indemnify Localhost Labs LLC and its officers, employees, and agents from third-party claims, damages, and reasonable costs (including legal fees) arising from your Customer Content, your use of the Service, or your breach of these Terms or violation of law.
18. Term, suspension & termination
These Terms apply while you use the Service. You may stop and close your Account anytime. We may suspend or terminate your access for breach, non-payment, or legal/security risk, with notice where practicable. On termination, your license to use the Service ends; you may export your Customer Content for a reasonable period, after which we may delete it. Sections that by their nature should survive (including 7, 13–17, 20, and 21) survive termination.
19. Changes to these Terms
We may update these Terms from time to time. For material changes we'll give reasonable notice (e.g., by email or in-product). Changes take effect on the date posted, and your continued use of the Service after that date means you accept the updated Terms.
20. Governing law, arbitration & disputes
These Terms are governed by the laws of the State of New York, without regard to its conflict-of-laws rules.
Binding arbitration. Except for the carve-outs below, any dispute arising out of or relating to these Terms or the Service will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its applicable rules, seated in New York, New York. Judgment on the award may be entered in any court of competent jurisdiction.
Class-action waiver. Disputes will be arbitrated only on an individual basis; you and we waive any right to bring or participate in a class, collective, or representative action.
Carve-outs. Either party may bring a claim in small-claims court, and either party may seek injunctive or equitable relief in court for actual or threatened infringement or misuse of intellectual property. Any matter not subject to arbitration will be brought exclusively in the state or federal courts located in New York County, New York.
30-day opt-out. You may opt out of this arbitration agreement by emailing [email protected] within 30 days of first accepting these Terms; opting out doesn't affect the other sections.
21. General
These Terms (with the Privacy Policy and any order or DPA) are the entire agreement between you and us regarding the Service. If a provision is unenforceable, the rest remains in effect. Our failure to enforce a provision isn't a waiver. You may not assign these Terms without our consent; we may assign them to a successor in connection with a merger, acquisition, or sale of assets. Neither party is liable for delays or failures caused by events beyond its reasonable control (force majeure). The parties are independent contractors. Legal notices to us should go to [email protected].
22. Contact
Questions about these Terms? Reach us at [email protected].