1. The service
FormTriage receives submissions from a website form you already operate, stores them in a prioritized inbox, assigns each one a category and an attention level, and sends alerts to destinations you configure. It does not reply to your visitors, and it is not a CRM, a marketing tool or a decision-making system about individuals. You decide what to do with each submission and remain responsible for your website, your form and your replies.
2. Accounts
You need an account, created with an email address and a password; it comes with one workspace, of which you are the owner. Keep your credentials confidential and tell us promptly at [email protected] if you suspect unauthorised access; you are responsible for activity under your account. Sign-up may be gated behind a waitlist; joining it creates no account or agreement beyond this section and the Privacy Policy. You must be at least 18 and able to enter a contract.
3. Plans, billing and limits
Plans. A Free plan, two monthly subscriptions (Solo and Pro) and Pay as you go, which draws on prepaid credit. Current prices and allowances are shown on the pricing page and in Billing settings; the amount you will be charged is confirmed at checkout, in US dollars plus any taxes that apply. At the effective date: Free, 50 submissions a month with 30-day retention; Solo, $5 a month for 1,000 submissions; Pro, $13 a month for 5,000 submissions; Pay as you go, 75¢ per 100 classified submissions with no monthly cap; paid options keep submissions for 90 days.
Payments are processed by Stripe under its own terms, which you accept at checkout. We never see or store your card details.
Monthly subscriptions renew monthly until cancelled. You can change or cancel a subscription and update your payment method from Billing settings. Cancellation takes effect at the end of the current billing period, after which the workspace returns to Pay as you go if it holds prepaid credit, otherwise to the Free plan; the same applies if a payment fails and the subscription becomes unpaid.
Prepaid credit. You deposit between $5 and $500 in whole dollars, and each classified submission draws on the balance at the Pay as you go rate. Credit does not expire while your workspace exists, earns no interest, is not a stored-value account or deposit for any other purpose, and cannot be transferred to another workspace. You can deposit only while on the Free plan or Pay as you go; to move from a monthly plan, cancel it first.
When an allowance runs out. Your form keeps working whatever your plan status: submissions are always accepted and stored, within reasonable rate limits; only classification changes. On Free, Solo and Pro, once you pass the monthly allowance we keep classifying for a seven-day grace period; after that, new submissions are saved and shown in Needs review, unclassified, until the next month begins or you upgrade, when they are classified automatically. On Pay as you go, when your balance cannot cover the next classification, new submissions are saved and shown in Needs review until you top up. Submissions are never rejected or deleted because of a plan limit, and the retention set when a submission arrives does not shrink if you downgrade later.
Refunds. Requests go to [email protected]. Monthly fees are not refunded for partial periods except where the law requires. We can refund the unused part of a prepaid deposit on request, to the original payment method; credit already used is not refunded. If a deposit is refunded or reversed after part of it has been spent, your balance goes down to zero at most and never becomes negative; you never owe us for refunded credit.
Price changes. We may change prices and allowances with at least 30 days' notice by email or in the app. Changes to monthly plans apply from your next renewal after the notice period; changes to the Pay as you go rate apply to classifications after it.
4. Acceptable use
Your form and your visitors. Connect only forms and websites you operate or are authorised to connect. You are responsible for having a lawful basis to collect the submissions you send us and to have them processed by FormTriage and the providers named in the Privacy Policy, and for giving your visitors the notice your law requires, including that their message is processed by a service provider using automated classification. If your form collects special categories of data (for example health, financial or legal matters), you decide whether FormTriage is an appropriate processor for it.
Not for consequential decisions. FormTriage sorts a general contact inbox. Do not use it to make or support decisions with legal or similarly significant effects on a person: screening or ranking job applicants, deciding credit, lending, insurance or housing eligibility, medical triage, or determining anyone's legal rights. Classifying a recruiter's message as Recruiting is fine; ranking the people who apply is not.
You also agree not to:
- send us content you have no right to process, or use the service to infringe anyone's rights or break the law;
- send submissions to a form source that is not yours, probe or overload the service, or attempt to access another workspace's data;
- use alert destinations you are not authorised to use, or use them to disclose data you may not share;
- write settings or submissions designed to manipulate the classification or to probe how the service works internally;
- resell the service, use it to build a competing service, or reverse engineer it except where the law allows;
- use the service or its output to send unsolicited messages.
We may suspend or limit access, or disable a form source, to protect the service, other customers or third parties, and will tell you why unless the law prevents it.
5. Your data
Your content. You own the submissions your form sends us and everything you write in your workspace. We claim no rights in it beyond what is needed to run the service, and you grant us a licence to receive, store, process, transmit and display it for that purpose, including sending the relevant parts to the AI processing providers and alert destinations described in the Privacy Policy.
Processor terms. For submissions from your visitors we act as your processor, on your documented instructions: these terms, the Privacy Policy and your settings in the app. We keep the subprocessor list in the Privacy Policy current, help you answer requests from your visitors with the tools in the app, notify you without undue delay of a personal data breach affecting your submissions, and delete submissions at the end of the retention period, when you delete them, or when you delete your workspace. A signed data processing agreement is available on request at [email protected].
Our data. We own the service, its software and its classification policies. Classification results for your submissions are yours to use for your own business. Anonymised, aggregated operational statistics are ours and never identify you, your workspace or your visitors.
Deletion. You can delete any submission and your workspace at any time from the app; we remove the data as described in the Privacy Policy, except where we must keep records by law. Deleting your workspace also cancels any active subscription.
6. Automated classification
- Classification is automated and can be wrong. Categories and attention levels are produced by automated processing from your settings and the submission. A sales inquiry can be labelled Support; a genuine customer can be labelled Spam.
- Uncertainty goes to Needs review. When a submission cannot be classified confidently, when classification fails, or when your allowance has run out, it is shown in Needs review with its original content, not hidden.
- Nothing is deleted by a classification. Spam is a view; submissions remain until your retention period ends or you delete them.
- A person remains responsible. The service classifies submissions and sends the alerts and webhooks you configure. You are responsible for monitoring your destinations, reviewing submissions that are not routed, including Needs review, Low priority and Spam, and for every decision about a submission.
- Your settings shape the result. Vague or overlapping category definitions produce worse results.
- Deliveries are best effort. Deliveries are retried but depend on third parties; a destination may occasionally receive a delivery twice, or not at all if it rejects the request. Email, Slack and attention-based webhook alerts carry a short summary. Category-routed webhooks carry normalized submission fields and classification data.
- Providers change. Our AI providers may change without notice, and classification quality can vary over time.
We make no promise about classification accuracy, recall of important messages, or any commercial outcome.
7. Third-party services
The service depends on third-party providers for payments (Stripe), AI processing used for classification, email delivery, network delivery and hosting, listed in section 4 of our Privacy Policy. Your form provider and your alert destinations are services you choose and control. Your use of all of them is governed by their terms, and we are not responsible for their availability, changes, pricing or conduct. If a provider changes or becomes unavailable, part of the service may stop working until we adapt; where possible, submissions continue to be accepted and shown in Needs review.
8. Intellectual property
The service, including its software, design, policies, documentation and the FormTriage name, belongs to STORYSTEPPER LIMITED and its licensors. You receive a limited, non-exclusive, non-transferable right to use it under these terms. Feedback you give us may be used without obligation to you. Names of third-party providers belong to their owners and are used only to describe compatibility.
9. Confidentiality
Your submissions, business description and category definitions are your confidential information; we access them only to provide the service, for support at your request, or where the law requires. You agree to keep non-public information about the service, such as beta features or private pricing, confidential.
10. Termination
You can delete your workspace at any time. We may suspend or terminate your access with notice if you materially breach these terms, if your payment fails and is not resolved, if required by law, or if we discontinue the service, in which case we give at least 30 days' notice and, on request, an export of your data. On termination your submissions are deleted as described in the Privacy Policy and unused prepaid credit is handled under section 3. Sections 5, 6, 8, 9, 11, 12, 13 and 14 survive termination.
11. Warranty disclaimer
The service is provided "as is" and "as available". To the fullest extent the law allows, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, accuracy and uninterrupted operation, and in particular any warranty that classifications, attention levels or alerts are correct, complete or timely, or that any important message will be surfaced.
12. Limitation of liability
To the fullest extent the law allows:
- neither party is liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data, arising out of these terms or the service, even if advised of the possibility, including losses from a missed, misclassified, delayed or duplicated submission or alert;
- our total liability for all claims in any 12-month period is limited to the amount you paid us in the 12 months before the event giving rise to the claim, or USD 100 if you paid nothing.
These limits do not apply to liability that cannot be limited by law, including liability for fraud, wilful misconduct, or death or personal injury caused by negligence.
13. Indemnity
You will defend and indemnify us against third-party claims arising from the forms you connect, the submissions you send us, your failure to have a lawful basis or to give notice to your visitors, your breach of these terms, or decisions you make on the basis of the service's output.
14. Governing law and disputes
These terms are governed by the laws of the Hong Kong Special Administrative Region, and the courts of Hong Kong have exclusive jurisdiction, without prejudice to mandatory consumer protections where you live. Before going to court, contact us at [email protected]; we will try to resolve the matter informally within 30 days.
15. Changes to these terms
We may update these terms. For material changes we will notify you by email or in the app at least 14 days before they take effect; continuing to use the service after that date means you accept them. If you do not, delete your workspace before the effective date.
16. General
These terms, the Privacy Policy and the plan you select are the whole agreement between us. If a provision is unenforceable, the rest remains in effect. You may not assign these terms without our consent; we may assign them to a successor of the business. Neither party is liable for delays caused by events outside its reasonable control. Notices to us go to [email protected]; notices to you go to your account email.
17. Contact
STORYSTEPPER LIMITED Room 701, Unit 108, 7/F, Tower B, New Mandarin Plaza, 14 Science Museum Road, Tsim Sha Tsui, Kowloon, Hong Kong Company registration number: 80655938-000-06-26-8 Support: [email protected] Privacy: [email protected]