Acceptable Use Policy

This Acceptable Use Policy ("Policy") is part of Novella’s Terms & Conditions. By accessing or using Novella, you agree to follow this Policy and are responsible for use of the Services through your account.

1. Scope

This Policy applies to Novella’s websites, applications, feedback widgets, survey links, integrations, APIs, and related services (the "Services"). It applies to customers, authorized users, and anyone using the Services on a customer’s behalf.

2. Lawful and responsible use

You may use the Services only for lawful business purposes and in accordance with this Policy. You must:

• comply with applicable laws, regulations, and industry requirements;
• respect the rights, safety, and reasonable expectations of respondents and other people;
• provide accurate account information and keep access credentials secure; and
• ensure your users, survey configurations, content, and connected systems comply with this Policy.

3. Prohibited content and conduct

You must not use the Services to create, collect, upload, publish, send, or promote content that:

• is unlawful, fraudulent, deceptive, defamatory, or infringes another person’s rights;
• harasses, threatens, exploits, or promotes hatred or violence against a person or group;
• contains or facilitates child sexual abuse material, human trafficking, or sexual exploitation;
• violates intellectual property, privacy, publicity, confidentiality, or other proprietary rights;
• impersonates another person or organization, or misrepresents the source or purpose of a survey;
• distributes malware, malicious code, phishing content, or instructions intended to compromise systems or accounts;
• facilitates illegal products, services, transactions, or activities; or
• is designed to evade legal obligations, regulatory controls, or another service’s usage restrictions.

4. Platform integrity

You must not interfere with, misuse, or place an unreasonable burden on the Services. Prohibited activity includes:

• attempting to access accounts, systems, or data without authorization;
• probing, scanning, or testing vulnerabilities without Novella’s prior written permission;
• circumventing security controls, access limits, rate limits, or plan restrictions;
• using automated means to scrape or extract data except through functionality we expressly provide;
• reverse engineering or attempting to discover source code except where applicable law expressly permits it;
• disrupting the availability or performance of the Services, including through excessive requests or denial-of-service activity; or
• using the Services to benchmark or build a competing product without our prior written permission.

5. Data and privacy

When using Novella to collect or process information, you must:

• have an appropriate legal basis and provide any notices required by applicable data protection law;
• collect only data that is relevant and reasonably necessary for your stated purpose;
• honor applicable consent, objection, deletion, and other data-subject rights;
• not collect passwords, authentication secrets, payment-card details, or government identification numbers through free-text survey fields; and
• not collect special-category or similarly sensitive personal data unless it is necessary, lawful, appropriately protected, and supported by the Services.

You are responsible for the content you collect and for configuring retention, access, exports, and integrations appropriately. See our Privacy Policy for more information.

6. Surveys and communications

You must use surveys, invitations, widgets, and integrations responsibly. You must not:

• send unsolicited bulk messages or communications prohibited by anti-spam, e-privacy, or marketing laws;
• contact people who have opted out when the law requires their preference to be honored;
• use misleading sender details, subject lines, calls to action, or survey destinations;
• pressure respondents into providing information or disguise advertising as independent research; or
• use responses to make decisions that unlawfully discriminate against individuals.

7. Enforcement

We may investigate suspected violations and may ask you to stop an activity, remove content, or provide information reasonably needed to assess compliance. Depending on the nature and urgency of a violation, we may limit functionality, suspend or terminate access, remove content, or take other appropriate action under our Terms & Conditions.

Where practical, we will consider the context and severity of the issue and provide notice before taking action. We may act without prior notice where necessary to protect people, customer data, the Services, or to comply with law. We may also preserve or disclose information when legally required.

8. Reporting a violation

To report suspected misuse of Novella, email [email protected]. Please include the relevant survey, account, or page URL and enough detail for us to understand the issue. Do not include unnecessary personal or sensitive information.

9. Changes to this policy

We may update this Policy as the Services, laws, and risks evolve. The latest version will be available at www.novellahq.com/legal/acceptable-use-policy. If a change materially affects customers, we will provide reasonable notice through the Services or another appropriate channel.