By using Guidez, you agree to these Terms. If you are using Guidez on behalf of a company or other legal entity, you represent and warrant that you have the authority to bind that entity to these Terms, and all references to "you" will refer to that entity.
These Terms of Service ("Terms") are entered into by and between Guidez, LLC ("Guidez," "we," "us," or "our") and you, the entity or person agreeing to these Terms ("Customer," "you," or "your"), and govern your access to and use of the Guidez platform, website, APIs, browser extensions, and all related services (collectively, the "Service").
These Terms are effective as of the date you first access or use the Service, whichever is earlier. If you do not agree to these Terms, you must not use the Service.
We may update these Terms from time to time. We will notify you of material changes in accordance with Section 17.4. Your continued use of the Service after changes become effective constitutes your acceptance of the updated Terms.
Guidez provides a software-as-a-service (SaaS) platform that enables product teams to create, deploy, and analyze in-product onboarding experiences for their End Users. Features include a no-code Tour builder, AI-assisted content generation, user segmentation and targeting, analytics and reporting, and integrations with third-party tools.
Guidez reserves the right to modify, enhance, or discontinue any aspect of the Service at any time. We will provide reasonable advance notice of any material changes that would have a significant negative impact on your use of the Service. We are not required to provide notice for enhancements, additions, or changes that do not materially degrade functionality you currently use.
We may make features available in a "Beta" or "Preview" state. Beta features are provided as-is, may be modified or discontinued at any time without notice, and are excluded from any uptime SLA commitments. Do not use Beta features for production-critical use cases where reliability is essential.
The Service may integrate with or link to third-party services (such as Segment, Mixpanel, HubSpot, and others). Your use of such third-party services is governed by their respective terms and privacy policies. Guidez is not responsible for the availability, accuracy, or practices of third-party services.
To use most features of the Service, you must register for an account. You agree to provide accurate, current, and complete information during registration and to keep your account information updated. Providing false or misleading information is grounds for immediate account termination.
You are responsible for maintaining the confidentiality of your account credentials and for all activity that occurs under your account. You must immediately notify us at security@guidez.io if you suspect any unauthorized access to your account. Guidez is not liable for any loss or damage arising from your failure to maintain account security.
You may invite other users to your workspace as members, subject to the seat limits of your plan. You are responsible for ensuring all workspace members comply with these Terms. You may remove members from your workspace at any time.
Each individual user must maintain only one personal account. You may not share account credentials, create accounts on behalf of others without their knowledge, or use automated means to create accounts.
You agree to use the Service only for lawful purposes and in accordance with these Terms. You may not use the Service to:
Guidez may investigate any suspected violation of this policy and may take any action we deem appropriate, including issuing a warning, suspending or terminating your account, reporting the activity to law enforcement, and/or pursuing legal action. We are not obligated to provide advance notice before taking these actions where we believe there is an immediate risk of harm.
The Guidez JavaScript SDK (the "SDK") is the code snippet you install in your product to enable Tour delivery, behavioral analytics, and other Guidez features for your End Users. The SDK is a powerful component that operates within your users' browsers, and its use is subject to the following additional requirements beyond the general Acceptable Use Policy in Section 5.
Before installing the Guidez SDK in a product used by End Users, you must:
You may not use the Guidez SDK to:
You are solely responsible for correctly configuring the SDK in your environment. This includes configuring element masking for pages that display sensitive data, setting appropriate data collection scope, and testing Tour delivery before publishing to production. Guidez is not responsible for unintended data collection resulting from misconfiguration of the SDK.
Guidez periodically releases SDK updates to improve performance, security, and compliance. We maintain backwards compatibility for at least 12 months after a breaking change is introduced. We strongly recommend staying on a recent SDK version to benefit from the latest security patches. Guidez is not responsible for issues caused by use of deprecated or unsupported SDK versions.
Guidez provides a REST API and, for certain plans, a webhooks system that allows you to programmatically interact with your Guidez data and automate workflows. Use of the Guidez API is subject to the following terms.
API access is available on Starter plans and above. API keys are generated from your account settings and must be kept confidential. You are responsible for all activity performed using your API keys. Do not embed API keys in client-side code, public repositories, or any location where they could be exposed to unauthorized parties. Guidez will revoke any API key suspected of unauthorized use.
To ensure service reliability for all customers, API requests are subject to rate limits. Current default limits are:
| Plan | Requests per Minute | Requests per Day |
|---|---|---|
| Starter | 60 requests/min | 10,000 requests/day |
| Growth | 300 requests/min | 50,000 requests/day |
| Business | 1,000 requests/min | Unlimited |
| Enterprise | Custom | Custom |
Requests that exceed rate limits will receive a 429 Too Many Requests response with a Retry-After header indicating when you may retry. Repeated, sustained rate limit violations may result in temporary API access suspension. If you have legitimate needs that exceed default rate limits, contact hello@guidez.io to discuss a limit increase.
Guidez maintains API versioning. Breaking changes are only made in new major API versions (e.g., v1 to v2). We provide at least 6 months notice before deprecating a major API version. Non-breaking additions (new endpoints, new optional fields) may be added to existing versions at any time and are considered backwards-compatible changes. We publish an API changelog at docs.guidez.io/changelog.
Guidez webhooks deliver event notifications to a URL you configure. Webhook deliveries that fail (non-2xx responses or timeouts) will be retried up to 5 times over 24 hours using exponential backoff. After 5 failed deliveries, the webhook endpoint may be automatically disabled. You are responsible for ensuring your endpoint is reachable and processes events in a timely manner. Guidez does not guarantee delivery order for events that occur simultaneously.
You may not use the Guidez API to: (a) scrape or bulk-export data beyond your own workspace data; (b) stress-test or benchmark the API infrastructure; (c) probe for security vulnerabilities; (d) build applications that compete directly with Guidez; or (e) bypass features or plan limits you have not paid for.
The Service, including all software, algorithms, designs, user interfaces, APIs, documentation, trademarks, service marks, logos, and other content created by Guidez, is the exclusive property of Guidez, LLC and is protected by copyright, trademark, patent, trade secret, and other applicable laws. These Terms do not grant you any rights in Guidez's intellectual property other than the limited license to use the Service described herein.
Subject to your compliance with these Terms and payment of applicable fees, Guidez grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable license to access and use the Service during your Subscription Term for your internal business purposes. This license does not include the right to resell, distribute, or create derivative works of the Service.
You retain all ownership rights to your Customer Data and to the tour content, configurations, and designs you create using the Service. You grant Guidez a limited, worldwide, royalty-free license to host, store, reproduce, and display your Customer Data solely to the extent necessary to provide you with the Service. This license terminates when you delete your Customer Data or close your account.
If you provide Guidez with suggestions, ideas, enhancement requests, recommendations, or other feedback about the Service ("Feedback"), you grant Guidez a perpetual, irrevocable, worldwide, royalty-free license to use and incorporate such Feedback into the Service without compensation or attribution to you. You represent that any Feedback you provide does not contain third-party confidential information.
The Service includes AI-powered features that generate tour copy and other content ("AI Content") based on prompts you provide. You are responsible for reviewing and editing all AI Content before publishing it. You own the AI Content generated in your workspace, subject to your compliance with these Terms. Guidez does not make any representations or warranties about the accuracy, legality, or appropriateness of AI Content.
Our collection and use of personal data in connection with the Service is described in our Privacy Policy. When you use Guidez in your product, Guidez processes End User data as a data processor on your behalf. You, as the data controller, are responsible for ensuring you have appropriate lawful basis and consents for processing End User data through Guidez.
Where required by applicable data protection law (including GDPR), our Data Processing Agreement (DPA) governs the processing of personal data by Guidez on your behalf. Enterprise customers may request a signed DPA by contacting legal@guidez.io. For customers on self-service plans, our standard DPA is incorporated by reference into these Terms and can be found at guidez.io/dpa.
Guidez maintains appropriate technical and organizational measures to protect Customer Data against unauthorized access, disclosure, or loss, as described in our Security Policy at guidez.io/security. You are responsible for your own security controls, including securing your workspace credentials and configuring appropriate access controls for workspace members.
You may export your Customer Data from the Service at any time in supported formats via your account settings. Upon account termination, we will delete or anonymize your Customer Data within 90 days, subject to legal retention obligations. We will retain billing records for 7 years as required by applicable law.
You agree to pay all fees for the Service in accordance with the pricing and payment terms presented at checkout or in your Order Form. All fees are stated in US dollars and are exclusive of applicable taxes unless otherwise specified.
We use Stripe as our payment processor. By providing payment information, you authorize us to charge your payment method for all fees due. You represent that you are authorized to use the payment method you provide.
Paid plans are billed in advance on either a monthly or annual cycle, as selected at signup. Annual plans are billed for the full year upfront. Monthly plans are billed on the same day each month. If your billing date falls on a day that does not exist in a given month (e.g., the 31st), you will be billed on the last day of that month.
You are responsible for all applicable taxes (including VAT, GST, and sales tax) assessed by any taxing authority on fees charged to you. If Guidez is required to collect such taxes, they will be added to your invoice. You must provide us with accurate tax identification information where required.
If we are unable to process a payment, we will notify you by email and provide a 10-day grace period to update your payment information. After the grace period, we may suspend your access to the Service until payment is received. We may charge a late fee of 1.5% per month on overdue balances.
Fees are generally non-refundable except as follows: (a) if required by applicable consumer protection law in your jurisdiction; (b) if we materially breach these Terms and fail to cure such breach within 30 days of notice; (c) at our sole discretion in exceptional circumstances. If you cancel an annual plan, you may request a prorated refund for the unused portion within 30 days of payment by contacting billing@guidez.io. We evaluate such requests on a case-by-case basis.
We may change our pricing with 30 days' advance notice by email. Price changes will take effect at the start of your next billing cycle after the notice period. If you do not agree to a price change, you may cancel your subscription before the change takes effect.
Each plan includes specific features and usage limits as described on our pricing page. Usage is measured by Monthly Active Users (MAU — unique users who trigger at least one Tour in a calendar month), the number of active workspace members, and other metrics specified per plan.
If your usage exceeds your plan's limits in a given month, we will notify you by email. You will have the option to upgrade your plan. If you do not upgrade within 5 business days, we may temporarily limit the delivery of Tours to your End Users until the next billing cycle or until you upgrade. We will not charge automatic overage fees without your consent.
You may upgrade your plan at any time. When you upgrade, the higher plan takes effect immediately. For mid-cycle upgrades, we will charge a prorated amount for the remainder of your current billing period at the new plan rate.
You may downgrade your plan at any time. Downgrades take effect at the start of your next billing cycle. Downgrading may result in loss of access to features and data that exceed the limits of your new plan. We will provide a warning before data loss occurs. We are not responsible for data loss resulting from a downgrade you initiate.
We offer a free plan ("Hobby") with limited features and usage. We reserve the right to: (a) modify free plan features at any time; (b) apply rate limiting or throttle free plan usage during periods of high demand; (c) terminate free accounts that have been inactive for 90 or more consecutive days, with 14 days' notice by email.
Guidez provides customer support in accordance with the support tier associated with your plan. All support is provided in English. Support hours and response time targets are described below.
| Plan | Channels | Hours | Response Target |
|---|---|---|---|
| Hobby (Free) | Community forum, documentation | Self-service only | No SLA |
| Starter | Email support | Business hours (Mon-Fri, 9am-6pm ET) | 2 business days |
| Growth | Email + in-app chat support | Business hours (Mon-Fri, 9am-6pm ET) | 1 business day |
| Business | Priority email, in-app chat, dedicated Slack channel | Extended hours (Mon-Fri, 8am-8pm ET) | 4 business hours |
| Enterprise | All above + dedicated Customer Success Manager | 24/5 (weekdays); emergency line 24/7 | 1 hour (critical); 4 hours (high) |
Support covers issues related to the core Guidez Service, including:
Support does not include: (a) custom development work or building Tours on your behalf; (b) debugging issues within your own product's codebase that are not caused by Guidez; (c) services not included in your plan; or (d) support for Beta or Preview features beyond best-effort assistance.
For Business and Enterprise customers, a "critical incident" is defined as: (a) the Guidez dashboard is completely inaccessible, (b) Tours are not delivering to any End Users, or (c) a security breach involving Customer Data. Critical incidents should be reported via the dedicated emergency contact provided to Business and Enterprise customers. We will acknowledge critical incidents within 1 hour and provide status updates every 2 hours until resolved.
We communicate service incidents and scheduled maintenance at status.guidez.io. You can subscribe to status page updates via email or RSS. Post-incident reports for significant outages are published within 5 business days of resolution.
Guidez commits to a monthly uptime of 99.9% for paid plans, measured across the Service's core API and dashboard (excluding scheduled maintenance, factors outside our control, and the exclusions listed below).
Uptime = (Total Minutes - Downtime Minutes) / Total Minutes x 100
The following are excluded from uptime calculations:
If we fail to meet the uptime commitment in any calendar month, you may request a service credit as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 5% of monthly fee |
| 95.0% to 99.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Service credits must be requested within 30 days of the incident by emailing billing@guidez.io. Credits are applied to future invoices and are not redeemable for cash. Credits are your sole remedy for uptime failures.
Healthcare Notice: The standard Guidez Service is not HIPAA compliant by default. Do not use Guidez to display Tours on pages that contain Protected Health Information (PHI) without first executing a Business Associate Agreement (BAA) with Guidez.
Customers on Hobby, Starter, Growth, and Business plans are not covered by a Guidez Business Associate Agreement. You must not use the Guidez SDK on pages that display, process, or transmit PHI. Examples of prohibited PHI contexts include: patient portals, electronic health record (EHR) interfaces, telehealth platforms, prescription management, and medical billing software that displays identifiable patient data.
Enterprise customers who operate in regulated healthcare environments may qualify for Guidez's HIPAA Enterprise Program, which includes:
To inquire about the HIPAA Enterprise Program, contact security@guidez.io. Enrollment is subject to additional fees and a separate HIPAA addendum.
Even outside of PHI contexts, healthcare customers are responsible for ensuring their use of Guidez complies with all applicable regulations including HIPAA, state health information privacy laws, and applicable international equivalents. You must configure the Guidez SDK to exclude any pages or DOM elements containing patient data if operating without a BAA.
Guidez is committed to making our platform accessible to users with disabilities. The Guidez dashboard and website target compliance with Web Content Accessibility Guidelines (WCAG) 2.1 Level AA. We conduct accessibility audits and address identified issues on an ongoing basis. If you encounter an accessibility barrier in the Guidez dashboard, please report it to hello@guidez.io and we will respond within 5 business days.
The Guidez Tour rendering engine is designed to produce accessible in-product guidance. Out-of-the-box Tours include:
While Guidez provides an accessible foundation, you are responsible for ensuring the Tours you create are accessible to your End Users. This includes:
Guidez is not responsible for accessibility issues introduced by customer-authored Tour content or custom CSS. We provide accessibility testing guidance in our documentation at docs.guidez.io/accessibility.
"Confidential Information" means any non-public information disclosed by one party to the other in connection with the Service that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and circumstances of disclosure.
Each party agrees to: (a) hold the other party's Confidential Information in strict confidence; (b) use such information only for purposes of fulfilling obligations or exercising rights under these Terms; and (c) not disclose such information to third parties without the prior written consent of the disclosing party, except to employees or contractors with a need to know who are bound by similar confidentiality obligations.
Confidentiality obligations do not apply to information that: (a) is or becomes generally known to the public without breach by the receiving party; (b) was known by the receiving party before disclosure; (c) was independently developed without use of Confidential Information; or (d) is required to be disclosed by law, court order, or governmental authority (provided the disclosing party is given prompt notice to seek a protective order).
Confidentiality obligations survive termination of these Terms for a period of 3 years for general Confidential Information and indefinitely for trade secrets.
You may cancel your subscription at any time by accessing your account settings or contacting our support team. Cancellation takes effect at the end of your current billing period. You will retain access to paid features until the end of the period you have paid for. No refunds are provided for the remaining period, except as described in Section 8.6.
Guidez may terminate your account or access to the Service immediately and without notice if:
We may suspend your access to the Service (with or without notice, depending on the severity of the issue) if: (a) your account is suspected to be involved in fraudulent or illegal activity; (b) your usage is causing security risks or interfering with other customers; or (c) required by law or regulatory order. We will attempt to contact you before suspending access except where immediate action is necessary.
Upon termination: (a) all licenses granted to you under these Terms immediately terminate; (b) you must cease all use of the Service; (c) Guidez will retain your Customer Data for 90 days during which you may request an export; (d) after 90 days, your Customer Data will be deleted. Sections that by their nature should survive termination (including confidentiality, IP, disclaimers, limitation of liability, and dispute resolution) will survive.
IMPORTANT: THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, GUIDEZ EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING WITHOUT LIMITATION:
Some jurisdictions do not allow the exclusion of implied warranties, so some of the above exclusions may not apply to you.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO EVENT WILL GUIDEZ, ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, OR LICENSORS BE LIABLE FOR ANY:
These exclusions apply even if Guidez has been advised of the possibility of such damages and even if any limited remedy fails of its essential purpose.
GUIDEZ'S TOTAL CUMULATIVE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STRICT LIABILITY, OR OTHERWISE, WILL NOT EXCEED THE GREATER OF:
The parties acknowledge that the limitations of liability in this Section reflect a reasonable allocation of risk and are an essential element of the basis of the bargain between the parties. Guidez would not enter into these Terms without such limitations.
Notwithstanding the above, nothing in these Terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any liability that cannot be excluded or limited by applicable law.
You agree to indemnify, defend, and hold harmless Guidez, its affiliates, and their respective officers, directors, employees, and agents from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or relating to:
Guidez will: (a) promptly notify you of any claim; (b) give you sole control over the defense and settlement (provided you do not settle any claim without our prior written consent if the settlement imposes any obligation on or requires any admission by Guidez); and (c) provide reasonable cooperation at your expense.
These Terms are governed by the laws of the State of Delaware, USA, without regard to its conflict of law provisions. The United Nations Convention on Contracts for the International Sale of Goods does not apply to these Terms.
Before initiating any formal dispute process, the parties agree to attempt to resolve disputes informally. You must contact us at legal@guidez.io with a written description of the dispute, and we agree to engage in good-faith negotiations for at least 30 days before either party may initiate arbitration.
Any dispute arising from or relating to these Terms or the Service that cannot be resolved informally will be resolved by binding arbitration administered by JAMS under its Streamlined Arbitration Rules. The arbitration will be conducted in English. The arbitrator's award will be final and binding and may be entered in any court of competent jurisdiction.
Class Action Waiver: YOU AND GUIDEZ AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN YOUR OR ITS INDIVIDUAL CAPACITY, AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS OR REPRESENTATIVE ACTION.
Either party may seek emergency injunctive or other equitable relief in any court of competent jurisdiction to protect intellectual property rights or prevent irreparable harm while arbitration is pending.
If you are located in the European Union or United Kingdom and applicable law requires you to have access to local courts, the mandatory arbitration and class action waiver in this Section 16 do not limit or replace your rights under applicable EU or UK law to bring claims in local courts. Disputes involving EU consumers may be subject to alternative dispute resolution available at the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
These Terms, together with our Privacy Policy, Security Policy, any Order Forms, and any DPA, constitute the entire agreement between you and Guidez regarding the Service and supersede all prior agreements and understandings, whether written or oral. In the event of any conflict between these Terms and an Order Form or DPA, the Order Form or DPA will control with respect to the subject matter therein.
If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it enforceable.
Guidez's failure to enforce any right or provision of these Terms will not constitute a waiver of that right or provision. Any waiver must be in writing and signed by an authorized representative of Guidez to be effective.
We may provide notices to you by email to the address associated with your account, by posting within the Service, or by other means. You must provide notices to us in writing to legal@guidez.io or to our registered address. Notices are effective when delivered.
You may not assign or transfer these Terms or any rights or obligations hereunder without our prior written consent. Guidez may freely assign these Terms in connection with a merger, acquisition, or sale of substantially all of its assets, provided we notify you. Any purported assignment in violation of this Section is void.
The parties are independent contractors. These Terms do not create any partnership, joint venture, employment, franchise, or agency relationship between the parties.
The Service is subject to export control laws of the United States and other applicable jurisdictions. You represent that you are not located in, under the control of, or a national of any country to which the export of the Service is prohibited by US export control laws.
Neither party will be liable for any delay or failure to perform obligations under these Terms due to causes beyond that party's reasonable control, including acts of God, natural disasters, pandemic, war, terrorism, government action, labor disputes, or internet outages. The party affected will promptly notify the other and will resume performance as soon as reasonably possible.
Each party agrees to comply with all applicable laws and regulations in connection with its performance under these Terms, including data protection laws, anti-bribery laws, and export control regulations.
If you have questions about these Terms, please contact:
Guidez, LLC
Legal Department
Email: legal@guidez.io
General: hello@guidez.io
For billing questions: billing@guidez.io
For security concerns: security@guidez.io
For privacy requests: privacy@guidez.io