Who these terms are for
These terms apply between ScoreStory B.V. (Generaal Vetterstraat 82, 1059 BW Amsterdam, the Netherlands, KvK 42132130), referred to here as "ScoreStory", "we" or "us", and the organisation that creates an account to run research with ScoreStory, referred to as "you" or "the customer".
They don't apply to participants who fill in a questionnaire — see our privacy statement for what applies to them.
By creating an account or using ScoreStory, you accept these terms. A written agreement between you and ScoreStory takes precedence over anything here that conflicts with it.
What we provide
ScoreStory is a self-service tool for customer satisfaction research: you set up the questionnaire, invite participants, and read the results in your dashboard. We build and operate the platform; you decide what research to run, on whom, and what you do with the outcomes.
We aim for the service to be available and to work as described on this site, but like any online service it can occasionally be unavailable — for maintenance, an incident, or something outside our control. We fix problems within a reasonable time, but we don't promise a specific uptime percentage unless we've agreed one with you in writing.
Your account
You're responsible for the accuracy of the information you give us, and for what happens under your account — keep your login details to yourself and tell us if you think someone else has access. You're responsible for the content of your questionnaires and for having a legal basis to invite the people you invite.
You may not use ScoreStory for anything unlawful, to send unsolicited messages, or in a way that disrupts the service for other customers.
Subscription and payment
Current plans, prices and trial conditions are listed on our pricing page; that page is leading, not this one, so it can change without us having to update this document every time.
We invoice in advance for the period you've chosen. Invoices are due within 14 days unless we've agreed otherwise. A subscription renews automatically for the same period unless you cancel it before the renewal date, in your account or by emailing us.
If an invoice isn't paid on time, we may suspend access to your account, after giving you notice, until payment is received. We may charge statutory interest and reasonable collection costs on overdue amounts.
Participant data
When participants answer questions in your research, ScoreStory processes that data as a processor on your behalf — you decide why the research happens and what happens with the results. What we store, share and delete is described in our privacy statement.
These terms don't include a data processing agreement (DPA). If you need one — most organisations do, under the GDPR — we sign that separately with you; get in touch at welcome@scorestory.eu.
Intellectual property
ScoreStory — the software, the design, the questionnaire engine, the analysis — is and remains ours. Using the service doesn't transfer any of that to you. You keep all rights to the content you put in (your questionnaire text, your branding) and to the results of your research.
Liability
We're liable for damage that's the direct result of an attributable shortcoming on our part, up to a maximum per event (and per year) of the amount you paid us in the 12 months before the event that caused the damage. We're not liable for indirect damage, including lost profit, lost savings, missed research opportunities, or damage caused by data supplied by you or a participant.
Nothing in this section limits liability for damage caused intentionally or through our gross negligence, or for death or personal injury, where the law doesn't allow that limit.
You indemnify us against claims from third parties — including your own participants — arising from the content of your questionnaires, the way you've invited participants, or your use of the results, unless the claim is due to an attributable shortcoming on our part.
Force majeure
Neither party has to meet an obligation if prevented from doing so by circumstances beyond its reasonable control, such as internet or power outages, failures at a supplier we depend on, or government measures. If a situation like that lasts longer than 30 days, either party may end the agreement for the part affected by it, without owing compensation for that.
Duration and termination
Your agreement with us runs for the period you've chosen and renews as described under "Subscription and payment". We may suspend or end your account if you seriously breach these terms — for instance by not paying, or by using the service unlawfully — after giving you the chance to fix it, except where the breach doesn't allow for that.
When the agreement ends, we delete your account data within a reasonable time, subject to the retention periods described in our privacy statement for data already in a research.
Changes to these terms
We may update these terms — for instance if the law changes, or if we start offering something these terms don't yet cover. We'll let existing customers know before a change that materially affects them takes effect, and the date below always shows when we last changed something.
Applicable law and disputes
Dutch law applies to these terms and to the agreement between us. Disputes we can't resolve between us go to the competent court in Amsterdam, the Netherlands, unless the law requires otherwise.
Last updated: 4 September 2026.