Flowpeek Terms of Service

1. Who provides the service and what these Terms cover

The owner of Flowpeek and the Service Provider is FLOWPEEK PROSTA SPÓŁKA AKCYJNA (Flowpeek P.S.A.), ul. Fryderyka Szopena 35C, lok. W164, 35-055 Rzeszów, Poland, Tax ID (NIP) 8133943331, National Court Register (KRS) No. 0001209078. Contact regarding the service, complaints and data: support@flowpeek.app.

Flowpeek is an e-commerce analytics service made available through a web browser. These Terms set out the rules for access to the application, implementation, payments, use of Flowask, support and termination of the subscription. The customer is the entity ordering the service, and a user is a person authorized to use the customer's account.

The flowpeek.pl website presents the offer; the application itself runs at the address agreed during implementation. These Terms may be downloaded and saved free of charge. We confirm the detailed scope of any individual implementation with the customer before it is ordered.

2. What Flowpeek includes

The service combines measurement of traffic and events in the store with analysis of orders, products, acquisition sources, user journeys and conversions. The available modules also include Flowpredict, Flowask, Flowprofile and automations. The scope of data depends on the connected sources, measurement settings and active integrations.

We configure the implementation on the customer's behalf within 48 hours. In the first month of cooperation, the customer receives a consultation with our team to help them get started with the reports.

Integrations that require an account with another service operate within the scope of the permissions granted by the customer. The Flowpeek subscription does not replace fees charged by third-party platforms or fees for their APIs. Any additional costs to be borne by the customer are agreed before the given feature is launched.

Flowask, the dashboard's AI assistant, runs on Flowask credits or on the customer's own API key. The rules for both modes, including the credit allowance and add-on credit packs, are described in Section 6.

Reports, predictions and AI answers support the assessment of data. A model's output does not guarantee a purchase or any particular financial result. The customer evaluates recommendations before implementing changes; automations execute the rules configured by the customer.

3. Ordering and account access

An order begins in the payment form provided by Stripe. Before confirming, the customer should review the scope of the service, the price, the length of the trial period and the date of the first paid renewal shown in the summary. Placing the order and its confirmation result in the conclusion of an agreement on the terms stated there.

The “Try free for 30 days” button starts a free 30-day trial period. Once the order is placed, the Flowpeek dashboard is installed automatically, and the dashboard address and login credentials are sent to the email address provided in the order. The subscription fee is calculated automatically based on the number of orders and domains in the Flowpeek dashboard, both during the trial period and in each subsequent billing period. In the dashboard (Settings › Billing), the customer can see which plan will apply in the next period. The slider on the website lets the customer check the price for a given number of orders in advance; using it alone does not conclude an agreement or charge the card.

The customer provides true contact and billing details, is authorized to connect the store and protects access to the dashboard. A person ordering on behalf of a company should be authorized to conclude the agreement. User access should be limited to the features those users need.

4. Plans, domains and support

The subscription fee is calculated automatically in each billing period according to the number of orders and domains across all of the customer's dashboards covered by the subscription. All orders placed in the store count, including canceled and returned ones, based on the order date in the store. We count orders in the period ending the day before the renewal date and use that count to determine the plan for the next period. The next charge may therefore be higher or lower than the previous one; a plan change resulting from the number of orders does not trigger any additional charges during the current period. The automatic calculation rules apply to subscriptions ordered through the Stripe form. If the customer has an individually agreed price or scope (for example, an additional Scale scope or an agreement concluded outside the form), those arrangements apply and the price does not change automatically.

Each plan also covers a defined number of domains. Each dashboard is at least one domain, and separate domains for language versions count separately, even if they belong to a single store. Two or three domains require at least the Growth plan. The customer adds another domain in the dashboard: we prepare a separate dashboard for it, and if the number of domains requires a higher plan, the plan changes immediately and a prorated charge for the remainder of the current period is added to the next invoice. Above 3,000 orders or with more than three domains, the Scale plan is activated automatically. Up to 10 domains can be added in the dashboard; more domains and an additional, individual Scale scope are agreed with the customer.

• Start: PLN 589 net per month, 1 store / domain and up to 1,000 orders per month. Technical support is ticket-based. Tickets are resolved within 48 hours, according to priority.
• Growth: PLN 889 net per month, up to 3 stores / domains and up to 3,000 orders per month. Includes technical support and 1 hour of an analytics consultant's time each month at no extra cost.
• Scale: from PLN 1,689 net per month, above 3,000 orders or with more than 3 domains; this price applies automatically. Any additional scope (e.g., custom reports and integrations) is agreed individually.
• The customer can see the current plan, the number of orders and domains in the period and the amount of the next payment in the dashboard. Additional paid services or an individual scope require a separate agreement with the customer.

5. Trial period and payments

The trial period lasts 30 days and costs PLN 0. After the trial, the subscription renews in monthly billing periods under the terms of the agreement, and its amount follows from the plan calculated under the rules in Section 4. The customer may turn off renewal in the dashboard before the end of the trial so that the first fee is not charged.

Prices on the website marked as net do not include VAT. The total amount payable, the applicable tax and the date of the next charge are shown in the order or billing summary. The terms accepted by the customer apply, and additional paid services require a separate agreement.

Recurring payments are processed by Stripe in accordance with the authorization given in the order form. Flowpeek does not accept or store card details: changing the card and paying with a different card take place on Stripe pages linked from the dashboard. Subscription invoices are available in the dashboard (Settings › Billing). Payment problems may be reported to support; do not send the full card number or its security code.

If the payment for the next period fails, Stripe retries the charge. If the subscription remains unpaid 7 days after the first failed payment, access to the dashboard is blocked until payment is made. The dashboard then displays a notice about the outstanding amount and lets the customer retry the payment, pay with a different card or change the card; it is unblocked automatically once the payment is posted. Store data continues to be collected during this time. If the payment is not settled after the final attempt, the subscription expires under the rules in Section 7.

6. Flowask and credits

Flowask is the AI assistant in the dashboard: it answers questions about store data in a chat and prepares short AI summaries in email notifications. The dashboard uses Flowask in one of two modes: on the Flowpeek API key, billed in Flowask credits (the default mode), or on the customer's own API key.

In the default mode, Flowpeek selects the AI model. Every chat question and every AI summary in an email consumes credits. Usage is charged according to the tokens actually processed by the model, i.e., the text sent to the model and received in response, even if the response fails or is interrupted. The customer can see the credit balance in the dashboard.

Each subscription includes a credit allowance for the billing period. The allowance renews at the start of each period, and allowance credits not used in a given period do not carry over to the next one. For an individually billed subscription, the allowance is granted for each calendar month. A demo dashboard, made available before a paid subscription starts, receives a one-time, small allowance. The size of the allowance and the sizes and prices of credit packs are shown in the dashboard (Settings › Billing).

The dashboard administrator may purchase a credit pack in the same place or directly in the chat when the balance runs out. A pack is paid for as a one-time payment through Stripe, and we issue an invoice for the purchase. Pack prices are net prices to which we add VAT; the customer sees the amount payable before paying. Purchased credits are valid for 12 months from purchase. Unused purchased credits are non-refundable, unless mandatory provisions of law provide otherwise.

Flowpeek may also add credits manually, e.g., as compensation after an upheld complaint, with an expiry date specified when they are granted. Credits are consumed in order of expiry, starting with those that expire earliest, so the period allowance is used before purchased credits. Credits are assigned to the dashboard and expire no later than when it is deleted after the subscription ends.

A question started with a positive balance is completed; if it consumes more credits than remained, the difference is deducted from the next credit allocation. When the balance runs out, Flowask does not answer further questions until credits are purchased or added or the allowance renews, and email notifications are sent without an AI summary.

Instead of using credits, the customer may connect their own OpenAI or DeepSeek API key and choose a model. In this mode, no credits are consumed, and the provider bills API usage directly to the customer under the customer's agreement with that provider. Flowpeek has no influence over and is not responsible for the prices and fees charged by the provider. We recommend setting a spending limit on the provider account; the customer protects their API key and is responsible for the settings of that account.

AI answers and summaries are generated automatically and may contain errors. Before making a decision, check the figures in the report the answer links to. The model has no access to the dashboard database and does not change data; the scope of information transferred to the AI provider is described in the Privacy Policy (Section 7).

7. Cancellation and termination of the subscription

The customer may cancel at any time in the Flowpeek dashboard (Settings › Billing, “Cancel subscription”). Cancellation turns off the next renewal and takes effect at the end of the current billing period. Access remains active until the end of that period, and the next subscription fee will not be charged. Until then, the cancellation can be reversed. No reason for cancellation needs to be given.

During the trial period, canceling before it ends prevents the next, paid period from starting. Merely logging out, removing the script from the store or ceasing to use the application does not turn off the subscription.

If the dashboard is unavailable or cancellation causes problems, contact support@flowpeek.app without delay, specifying the account and domain. This is a supporting contact for handling cancellations, not a requirement to justify the decision.

A regular cancellation concerns the future renewal. It does not limit the right to file a complaint, the statutory right of withdrawal or any refund due under the law. Submitting a cancellation does not by itself delete the dashboard: the customer uses it until the end of the current period, including the trial period. After the subscription expires, the dashboard is blocked, and for 30 days the customer can recover it in the dashboard with the “Recover dashboard” button, which starts a new subscription. After 30 days, the dashboard and all data collected in it are deleted. We keep a copy of the deleted dashboard's database for a further 30 days solely to restore the dashboard at the customer's request, and then delete it permanently.

Any reports needed should be saved before the dashboard is deleted, using the available exports. Separate billing documents, correspondence and information necessary for legal obligations or claims are subject to the rules described in the Privacy Policy; their retention does not mean that analytics data is retained. Deleting the dashboard is not an instruction for the customer's independent platforms or the AI provider to delete data at the same time.

8. Technical requirements and safe use

To use the service, you need an internet connection, an up-to-date browser that supports JavaScript and the necessary session and local storage mechanisms. Store configuration may require adding a script, a plugin or API access. The requirements of a specific integration are agreed during implementation.

The customer should keep the browser up to date, protect passwords and API keys and report any suspected unauthorized access. Using the internet involves risks including phishing, malware and the takeover of login credentials.

It is prohibited to provide unlawful content, infringe the rights of others, attempt to gain unauthorized access, disrupt the operation of the service or use integrations for activities without the required permissions. Access may be restricted to the extent necessary to eliminate a threat; we inform the customer of the reason and next steps, unless the law or security considerations preclude this.

9. Store data and rights

The customer retains the rights to the data provided and is responsible for the legal grounds for obtaining it, for information obligations and for the consents required for its method of measurement and communication. A custom domain or server-side measurement does not in itself release the customer from these obligations.

The Flowpeek application is hosted on dedicated Hetzner servers in Germany, in the European Economic Area. This is the location of the application infrastructure, not an assurance that all active integrations and AI providers process data exclusively in Germany or the EEA.

If Flowpeek processes personal data of the store's customers on the customer's instructions, the rules of such processing are set out in a separate data processing agreement, including the scope, safeguards, sub-processors and the procedure after the service ends. The termination rule is as follows: after the subscription expires, we delete the dashboard and all data collected in it, without keeping a backup of the deleted account and without the possibility of recovering it. The Privacy Policy separately describes the data for which Flowpeek is the controller, in particular billing and the handling of claims.

The customer receives the right to use the application for the term of the agreement. The rights to the software, brand and materials of Flowpeek remain with the entitled parties; ordering a subscription does not transfer these rights.

10. Technical tickets and complaints

We handle technical tickets in accordance with the plan. A complaint regarding the service or billing may be sent to support@flowpeek.app or in writing to the company's address. Provide details that allow us to identify the account, a description of the problem, the period concerned and the expected resolution. We do not require any particular form.

We respond to a complaint on a durable medium, e.g., by email, within 14 days of receiving it. This deadline does not replace the commitment to resolve technical tickets on the Start plan within 48 hours.

If the customer benefits from consumer protection, they may demand that the digital service be brought into conformity with the agreement and, in cases provided for by law, a price reduction or withdrawal from the agreement. These Terms do not exclude the Service Provider's statutory liability.

11. Right of withdrawal

A consumer who has concluded a distance agreement may withdraw from it within 14 days of its conclusion without giving any reason. This protection also covers a sole trader where the agreement being concluded is not of a professional nature for them within the meaning of the Polish Consumer Rights Act.

It is sufficient to send the statement before the deadline to support@flowpeek.app or the company's address. You may write: “I hereby withdraw from the agreement for the provision of the Flowpeek service concluded on [date]. Customer details: [full name, address, account email]. Date of statement: [date]”. Using this template is optional; a paper letter must be signed.

Starting to use the service does not in itself remove this right. If the statutory conditions for charging for a service started at the customer's express request are met, we charge for it proportionally; no fees are charged for the free trial period. We make any refund due within 14 days of receiving the statement, using the same payment method, unless another method has been agreed at no additional cost.

12. Documents and changes to the terms

The version of these Terms should be kept together with the order confirmation. Publishing a newer version on the website does not in itself change the price, scope or other terms of an agreement already concluded. Changes requiring agreement are presented to the customer before they are applied.

Matters not governed by these Terms are subject to Polish law, without prejudice to mandatory provisions protecting the customer. These Terms do not impose on a consumer a court having jurisdiction solely by reason of Flowpeek's registered office.