Terms of service

1. Who this is between

This agreement is between SupportShot (“SupportShot”, “we”) and the person or company that opens an account (“you”). If you accept these terms for a company, you confirm you are allowed to bind it. Reach us any time at support@supportshot.com.

2. What the service is

SupportShot provides an embeddable widget that lets visitors to your website submit bug reports with an optional annotated screenshot and automatically collected browser diagnostics, plus a hosted dashboard that stores those reports and emails them to the recipients you configure. Reports are stored in your account (the system of record) and delivered by email as a notification.

3. Your account

• You must give an accurate email address and verify it before enabling a widget.
• You are responsible for what happens under your account, including anything done by team members you invite. Keep your credentials safe and tell us at support@supportshot.com if you think they have been compromised.
• You must be at least 16 years old, or the age of digital consent where you live, whichever is higher.
• One person or company per account. Invite colleagues as team members rather than sharing one login between separate businesses.

4. Your responsibilities to your visitors

You decide to put the widget on your site, so the reports it collects are yours to answer for. You agree that:

• You will disclose in your own privacy policy that you use SupportShot to collect bug reports, and what that captures — the docs list it precisely so you can copy it.
• You have a lawful basis for collecting the personal data that reaches us through reports, including anything visible in a screenshot.
• You will be careful about enabling the widget on pages that display other people’s personal data, health data, payment card data, or government identifiers. Screenshots capture what is on screen.
• You will keep your project’s allowed origins accurate so reports only come from sites you control.
• You will respond to your visitors’ privacy requests about their own reports. We will help where we can.

5. Acceptable use

Do not use SupportShot to:

• Collect data covertly — hiding the widget or triggering reports without the visitor’s action.
• Capture screenshots of sites you do not operate or have permission to instrument.
• Store or transmit malware, illegal content, or content that infringes someone else’s rights.
• Send email through our notifications to people who did not ask to receive your bug reports.
• Attack the service: probing for vulnerabilities without permission, circumventing rate limits or plan limits, scraping other tenants’ data, or overwhelming the ingest API deliberately.

Found a security flaw? Report it to support@supportshot.com. We will not pursue you for a good-faith report that does not access other customers’ data.

6. Plans, limits, and what happens when you exceed them

Plans and their limits are listed on the pricing page: Free (1 project, 50 tickets a month), Pro at $29 a month (10 projects, 1,000 tickets a month), and Business at $99 a month (unlimited projects, 10,000 tickets a month). Ticket limits are counted per account per calendar month in UTC and reset on the first of the month.

Project limits are enforced when you create a project. Ticket limits are not enforced by rejection: reports beyond your monthly allowance are still accepted, stored, and emailed, flagged over limit in your inbox, and the account owner receives an upgrade notice no more than once a day. We do not throw away your visitors’ bug reports over a quota. If an account stays materially over its limit for more than two consecutive months, we may ask you to upgrade and, with at least 14 days’ written notice, move the account to the plan that matches its usage.

Submissions are rate limited to 10 per minute per project to protect the service. This is an abuse control, not a billing limit.

7. Billing

• Paid plans are billed monthly in advance through Stripe. Prices are in US dollars and exclude sales tax and VAT; where applicable, Stripe may add them at checkout.
• Upgrades take effect immediately, prorated by Stripe. Downgrades and cancellations take effect at the end of the period you have paid for; there is no partial refund of the remaining period beyond the refund policy below.
• Refunds: email support@supportshot.com within 30 days of a charge and we refund it in full, no reason required.
• If a payment fails, we will retry and email you. If it is still unpaid after 14 days, the account moves to the Free plan — your data stays, but Free limits apply.
• We may change prices with at least 30 days’ notice by email. Existing subscriptions keep the old price until the notice period ends, and you can cancel before then.
• You can cancel yourself from the billing page at any time.

8. Your data stays yours

Tickets, screenshots, diagnostics, and account content belong to you. You grant us the limited license needed to run the service: to store, process, display, and email that content to the recipients you configure, and to make backups. That is the whole license. We do not use your content to train machine-learning models, and we do not use it to market to your visitors. How we handle it is set out in the privacy policy, which forms part of these terms.

9. Availability and support

We aim to keep SupportShot available around the clock, but we do not offer a contractual uptime guarantee on any current plan, and we may take the service down for maintenance. We will give notice of planned maintenance where we reasonably can. The widget is designed to fail quietly: if SupportShot is unreachable, the widget does nothing and your site is unaffected.

Support is by email at support@supportshot.com. Pro customers get a one-business-day response target and Business customers are answered first; those are targets we work to, not contractual commitments.

10. Suspension, termination, and deletion

• You can close your account at any time by emailing support@supportshot.com from the address you signed up with. Your projects, tickets, and screenshots are deleted from our systems within 30 days.
• We may suspend or terminate an account that breaches these terms, particularly section 5. Except where the breach is serious or unlawful, we will contact you first and give you a chance to fix it.
• We may discontinue the service with at least 60 days’ notice. In that case we refund any prepaid, unused fees and give you the notice period to export your data.
• Sections 8, 11, 13, 14, and 15 survive termination.

11. Our intellectual property

SupportShot, its widget, its dashboard, and its name and branding are ours. While your subscription is active you have a non-exclusive, non-transferable license to embed and use the widget on websites you operate. You may not copy, reverse-engineer, resell, or white-label the service, or remove attribution from the widget, without our written agreement. Feedback you send us we may use freely, with no obligation to you.

12. Third-party services

We use Stripe for payments, Resend for email delivery, Cloudflare for DNS and edge proxying, and a hosting provider for servers, as described in the privacy policy. Their availability and terms are outside our control, and we are not liable for their failures beyond using reasonable care in choosing and configuring them.

13. Disclaimers

SupportShot is provided “as is”. We do not warrant that it will be uninterrupted, error-free, or that every screenshot will render perfectly — browsers and pages vary, and capture can fail. We do not warrant that the diagnostics attached to a report are complete, and you should not rely on them as the sole record of an incident. To the extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

14. Limitation of liability

Neither party is liable for indirect, incidental, special, or consequential damages, or for lost profits, revenue, or goodwill. Our total liability arising out of or relating to the service in any 12-month period is limited to the greater of the amount you paid us in the 12 months before the claim, or US$100. Nothing here limits liability for fraud, willful misconduct, death or personal injury caused by negligence, or anything else that cannot be limited by law.

15. Indemnity

You will defend and indemnify us against third-party claims arising from your use of the service in breach of these terms or of the law — for example, a claim by one of your visitors that you collected their data unlawfully. We will tell you promptly about any such claim and let you control the defense, and we will not settle it without your consent.

16. Changes to these terms

We may update these terms. If a change materially affects your rights we will email account owners at least 14 days before it takes effect; continuing to use SupportShot after that means you accept the new terms. If you do not, cancel before the change takes effect and we will refund any prepaid, unused fees. The date at the top always reflects the current version.

17. Governing law and disputes

These terms are governed by the laws of the Province of Ontario, Canada, and the federal laws of Canada that apply there, without regard to conflict-of-laws rules. The courts of Ontario have exclusive jurisdiction, except that either party may seek injunctive relief anywhere it is needed. If you are a consumer, this does not remove mandatory protections or courts available to you where you live. Before filing anything, email support@supportshot.com — most disputes are a misunderstanding that a reply can fix.

18. The rest

• These terms and the privacy policy are the entire agreement between us about the service, and replace anything said earlier.
• If a clause is unenforceable, the rest stays in force and that clause is narrowed to what is enforceable.
• Not enforcing a right once does not waive it.
• You may not assign this agreement without our consent; we may assign it as part of a merger or sale of the business, with notice to you.
• Neither party is liable for delays caused by events genuinely beyond its control.

19. Contact

Questions about these terms, or anything else: support@supportshot.com.