Terms and Conditions of Service
Last updated on August 3, 2026
1. Introduction and Acceptance
These Terms and Conditions of Service (hereinafter, the "Terms") constitute a legally binding agreement between you (hereinafter, the "Client") and woku, operated by its legal owner entity (hereinafter, "woku" or "we").
By accessing, registering, or using woku's services, you declare that you have read, understood, and fully accepted these Terms. If you do not agree with any provision, you should not use the platform.
2. Definitions
- "Platform": The woku web and mobile application, including all its features, APIs, and integrations.
- "Plan": Subscription the Client contracts to use the Platform (Start, Begin, Grow, Scale, or Corporate), with a predefined set of Credits, Seats, and Features per Billing Cycle.
- "Billing Cycle": Recurring period of the subscription, which may be monthly or annual depending on the modality contracted by the Client.
- "Credits": Consumption units included in a Plan that are deducted for each review captured, form response, WhatsApp message sent, or Data Studio use.
- "Consumption": Use of Credits associated with effective responses, sends, or uses (reviews with a comment from any of the tools, form responses, WhatsApp messages, and Data Studio uses).
- "Seats": Named slots included in a Plan that are assigned to members of the Client's team. Two types are distinguished: Platform Users and WhatsApp Seats (AI).
- "User": Person authorized by the Client, occupying a User Seat, to access and operate the Platform.
- "WhatsApp Seat (AI)": Slot for a WhatsApp number connected to woku's artificial intelligence features.
- "Paddle": Paddle.com Market Limited, entity that, where applicable, acts as Merchant of Record (payment intermediary) for transactions made on the Platform.
3. Service Description
woku is a SaaS platform for review and feedback management that enables businesses to capture customer feedback, conduct NPS, CSAT, and CES surveys, create forms, and analyze data using artificial intelligence.
3.1 Subscription Plans
The service is offered through subscription Plans with monthly or annual renewal. Each Plan includes a predefined amount of Credits per Billing Cycle, Seats for the team, and a set of Features. All Plans include unlimited creation of measurement tools, unlimited email sends, and artificial intelligence analysis. Available Plans are:
- Start: Free Plan to try woku. Includes Credits and Seats in reduced quantity, without API access or WhatsApp notifications.
- Begin: Plan to start collecting feedback on a recurring basis. Includes Credits, Seats, API access, and WhatsApp notifications.
- Grow: Plan for growing teams. Includes expanded Credits and Seats, API access, and WhatsApp notifications.
- Scale: Plan for scaling companies. Includes higher-volume Credits and Seats, API access, and WhatsApp notifications.
- Corporate: Customized Plan, contracted annually, for organizations with needs beyond the Scale Plan. It is configured after a conversation with woku's sales team.
The specific quantities of Credits (reviews, form responses, WhatsApp sends, Data Studio), Seats (Users and WhatsApp Seats (AI)), and Features of each Plan and modality, as well as current prices, are published on woku's pricing page (https://woku.app/pricing) and prevail over any general reference contained in these Terms.
3.2 Consumption and Accumulation Logic
Credits are deducted for each effective response, send, or use. Reviews deduct Credits when they include a comment, regardless of the tool that captures them (woku, NPS, CSAT, or CES).
Credit availability depends on the contracted modality:
a) Monthly subscription: Credits are granted at the start of each monthly Billing Cycle and reset with each renewal. Credits not used during the month do not accumulate for subsequent periods.
b) Annual subscription: The year's Credits are granted at the start of the annual Billing Cycle, except for Data Studio Credits, which are delivered monthly. Unused Credits accumulate when the annual subscription renews, being added to the Credits of the new period.
3.3 Plan or Modality Change
The Client may change their Plan or billing modality at any time from the Platform:
a) Upgrade (to a higher-value Plan): the change is immediate and the cost is prorated considering the remaining value of the current period. The proration detail is shown to the Client before confirming the change.
b) Downgrade (to a lower-value Plan) or modality change: the change is applied according to the conditions and proration informed to the Client at the time of confirming it.
4. Registration and Account
To use the Platform, the Client must create an account by providing truthful, complete, and up-to-date information. The Client is responsible for:
a) Maintaining the confidentiality of their access credentials.
b) All activity that occurs under their account.
c) Immediately notifying woku of any unauthorized use of their account.
d) Ensuring that only authorized Users have access to the Platform, in accordance with the Seats available in their Plan.
woku reserves the right to suspend or cancel accounts that violate these Terms or that present suspicious activity.
5. Payments and Billing
5.1 Payment Processor
When payment is made through Paddle, Paddle will act as Merchant of Record. By contracting a subscription through Paddle, you accept Paddle's checkout buyer terms (available at paddle.com/legal/checkout-buyer-terms) and the charges on your bank statement will appear under Paddle's name. For Plans contracted through the sales channel (for example, the Corporate Plan or direct agreements), payment may be made through the means woku indicates at the time of contracting (bank transfer, direct invoice, or others).
5.2 Prices and Currency
The current prices of each Plan and modality are published on woku's pricing page. Prices do not include applicable taxes (VAT, sales tax, or others), which will be calculated and added according to the Client's jurisdiction at the time of payment.
5.3 Automatic Renewal
Paid subscriptions renew automatically at the end of each Billing Cycle (monthly or annual, depending on the contracted modality), with the corresponding charge made to the registered payment method. The Client may cancel the renewal at any time in accordance with Section 6; the cancellation takes effect at the end of the current Billing Cycle, with access to the service maintained until that date.
5.4 Start Plan (free)
The Start Plan is provided at no cost and without an expiration date, and its use is subject to the limits of Credits, Seats, and Features published on the pricing page. Its monthly Credits reset every month and its Data Studio Credits are granted one time only. woku reserves the right to modify, limit, or discontinue the Start Plan at any time, with reasonable notice to the Client.
5.5 Price Changes
woku reserves the right to modify Plan prices. Changes will not affect the current Billing Cycle and will apply from the next renewal or contracting. woku will notify price changes at least 30 days in advance.
6. Refund and Cancellation Policy
6.1 Subscription Cancellation
The Client may cancel their subscription at any time from the Platform's management portal or by sending an email to [email protected]. The cancellation takes effect at the end of the current Billing Cycle: the Client maintains access to the service and their Credits until that date and no new charges are made.
6.2 Refunds
a) Monthly subscriptions: no refunds are granted for partial monthly periods. Upon cancellation, the service remains available until the end of the contracted month.
b) Annual subscriptions: within the first 30 days of the annual Billing Cycle, the Client may request a refund of the unconsumed value of the period, deducting the effective Consumption already made at the reference unit price. After the first 30 days, no refunds will be granted and the Client may continue using the service until the end of the paid annual period.
6.3 Start Plan
As it is a free Plan, the Start Plan does not contemplate refunds. The Client may stop using it at any time.
6.4 Accumulated Credits
Accumulated Credits from previous annual periods are not subject to individual refund. The refund calculation, where applicable, will apply only to the current annual period in accordance with Section 6.2.
6.5 Refund Procedure
Refunds originating from transactions processed through Paddle will be returned using the same original payment method, with an estimated processing time of 5 to 14 business days. For payments made through other means (bank transfer, direct invoice), the refund will be made through the same channel, within a reasonable timeframe agreed with the Client.
7. Acceptable Use
The Client agrees to use the Platform lawfully and in accordance with these Terms. The following is expressly prohibited:
a) Using the Platform to send false, defamatory, offensive, or spam content.
b) Attempting unauthorized access to systems, data, or accounts of other users.
c) Reverse engineering, decompiling, or attempting to extract the source code of the Platform.
d) Reselling, sublicensing, or transferring access to the Platform, sharing Seats with unauthorized persons, or assigning Credits to third parties, without prior written authorization from woku.
e) Using the API (when applicable) in a way that compromises the stability or security of the Platform.
f) Generating fraudulent or artificial reviews or responses.
Violation of this section may result in immediate suspension or cancellation of the account without right to refund.
8. Intellectual Property
woku grants the Client a limited, non-exclusive, non-transferable, and revocable license to access and use the Platform while their subscription remains active or while they use the Start Plan.
All intellectual property rights over the Platform, including but not limited to its source code, design, trademarks, logos, AI algorithms, and documentation, are and will remain the exclusive property of woku.
The Client retains all rights over the data they enter into the Platform (customer data, collected reviews, form responses). woku will not claim ownership of such data.
9. Data Protection and Privacy
9.1 Data Processing
woku will process the personal data of the Client and their end users in accordance with its Privacy Policy and applicable data protection legislation.
9.2 Security
woku implements appropriate technical and organizational security measures to protect data against unauthorized access, loss, alteration, or destruction. These measures include, among others, encryption of data in transit and at rest, access controls, and periodic security audits.
9.3 Security Incidents
In the event of a security incident that compromises personal data, woku will notify affected Clients within 72 hours of detecting the incident. The notification will include the nature of the incident, the affected data, and the corrective measures taken.
9.4 Confidentiality
All information exchanged between the parties in the context of providing the services will be treated as confidential. Neither party will disclose the other's confidential information to third parties, except when required by law or with the express consent of the party that owns the information.
10. Service Availability
woku strives to keep the Platform continuously available. However, woku does not guarantee a specific level of availability (uptime) and will not be responsible for interruptions arising from:
a) Scheduled or emergency maintenance.
b) Failures in third-party services (hosting providers, external APIs, messaging services).
c) Force majeure events.
d) Client actions that affect the Platform's performance.
11. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW:
a) woku will not be liable for indirect, incidental, special, consequential, or punitive damages, including loss of profits, data, use, or any other intangible loss.
b) woku's total cumulative liability for any claim related to the services will not exceed the amount paid by the Client during the 12 months prior to the event that gave rise to the claim.
c) woku will not be liable for the content of reviews, responses, or any data generated by the Client's end users.
12. Warranties and Exclusions
The Platform is provided "as is" and "as available." woku does not grant express or implied warranties regarding the suitability, reliability, availability, or accuracy of the Platform for a particular purpose, beyond what is required by applicable law.
13. Support
woku offers technical support through the channels enabled on the Platform and via WhatsApp. Support is available during business hours (Monday to Friday, 9:00 AM to 6:00 PM Chile time). woku commits to responding to support requests within a reasonable timeframe.
14. Modifications to the Terms
woku reserves the right to modify these Terms at any time. Modifications will be published on the woku website and notified to the Client at least 15 days before they take effect. Continued use of the Platform after the modifications take effect will constitute acceptance of the new Terms.
If the Client does not agree with the modifications, they may cancel their subscription in accordance with Section 6 of these Terms.
15. Termination
Either party may terminate the contractual relationship:
a) By the Client: By canceling their subscription in accordance with Section 6, or by ceasing to use the Start Plan.
b) By woku: In case of breach of these Terms by the Client, with prior notice of 15 days to remedy the breach, except in cases of serious violation where suspension may be immediate.
c) By discontinuation: If woku decides to discontinue the service, it will notify at least 90 days in advance and will proportionally refund the unused portion of already paid periods of active subscriptions.
After termination, the Client will have a period of 30 days to export their data from the Platform. After this period, woku may delete the Client's data from its systems.
16. Applicable Law and Dispute Resolution
These Terms are governed by the laws of the Republic of Chile. Any dispute will be submitted to the jurisdiction of the ordinary courts of justice of the city of Santiago de Chile, with both parties waiving any other jurisdiction that may apply to them.
Before initiating any legal action, the parties agree to attempt to resolve the dispute in good faith through direct negotiation for a period of 30 days.
17. General Provisions
Entire agreement: These Terms, together with woku's Privacy Policy, constitute the entire agreement between the parties and replace any prior agreement.
Assignment: The Client may not assign their rights or obligations under these Terms without the prior written consent of woku.
Severability: If any provision of these Terms is declared invalid or unenforceable, the remaining provisions will continue in full force and effect.
Waiver: Failure by woku to exercise any right provided in these Terms will not constitute a waiver of that right.
Force majeure: Neither party will be liable for breaches arising from events beyond their reasonable control, including natural disasters, armed conflicts, epidemics, internet infrastructure failures, or government actions.
18. Contact
For any inquiries, cancellation requests, or complaints related to these Terms:
Contact: Paula Riquelme, CEO of woku
Email: [email protected]
Phone: +56 9 7765 6694
Website: woku.app