Terms of service - FormWork

These terms are a contract between FORMWORK SOFTWARE LIMITED (“FormWork”, “we”, “us”, “our”) and the business that uses the FormWork service (“you”, “your”, the “customer”). Please read them carefully. They give us broad rights to change, suspend and end the service, plans and accounts, and they limit our liability.

1. About these terms

Who we are. FORMWORK SOFTWARE LIMITED is a private limited company registered in England and Wales with company number 15640273. Our registered office is 167-169 Great Portland Street, 5th Floor, London, England, W1W 5PF.

What they cover. These terms apply to the FormWork service at app.useformwork.com, including its forms, processes, automations, data tables, REST API, MCP server, embeddable components, extensions and any related software, documentation and support (together, the “service”).

How you accept them. You accept these terms when you create an account, start a trial, buy a plan or use the service, whichever happens first. If you accept them for a company or other organisation, you confirm that you have authority to bind it, and “you” means that organisation.

Business use only. The service is provided only to businesses and to people acting for the purposes of their trade, business, craft or profession. You must not use it as a consumer. You confirm that you are not entering into these terms as a consumer.

Other documents. Our privacy policy explains how we handle personal data for which we are the controller. Our data processing terms in section 10 form part of these terms. If there is a conflict between these terms and anything else we publish, these terms prevail.

2. Definitions

Account means the FormWork account (team) you hold, including its projects, forms and settings.
Admin and Member mean people you allow to use your account, with the roles shown in the service. Together they are your users.
Customer data means data that you, your users or your respondents put into the service, including form answers, uploaded files, entries, data tables, comments, and data your automations, extensions or integrations bring in.
Plan means the subscription tier, price, allowances and limits that apply to your account.
Respondent means anyone who fills in, views or acts on one of your forms, approval links or status links.

3. Your account

You must be at least 18 to create an account or use the service as a user.
You must give accurate information when you sign up and keep it up to date, including your billing details.
You are responsible for everything that happens in your account, including what your users, API keys and connected AI assistants do. Keep passwords, API keys and private links secure, and tell us promptly at [email protected] if you suspect unauthorised use.
You decide who joins your account and which role they have. Anyone you invite can act for you within that role.
We may refuse to open an account, or refuse any request to use the service, for any reason or no reason.

4. Trials

We may offer a free trial. Unless we tell you otherwise, a trial lasts 30 days, uses the allowances of the plan we choose, and does not need a payment card. When a trial ends without a paid plan, your forms stop accepting submissions and your access may be limited. We may change, shorten, extend or end any trial, or decline to offer one, at any time and for any reason. Trials are provided as they are, without any commitment from us.

5. Plans, fees and payment

Prices. Fees are shown in pounds sterling and exclude VAT and other taxes, which we add where they apply. Fees are for the whole account, not per user, unless the plan says otherwise.
Billing. Paid plans are billed in advance for each billing period through our payment provider, Stripe. They renew automatically at the end of each period at the price that then applies, until cancelled. You authorise us and Stripe to charge your payment method for all fees and taxes when due.
Allowances and limits. Each plan has allowances, such as entries, automation steps, stored records, file storage, projects and admins. If you go over your allowances, we may, at our choice, charge for the extra usage at the rates we publish, move you to a plan that covers it, restrict or pause the parts of the service that use it, or ask you to reduce your usage. Not doing so straight away does not waive our right to do it later.
Late or failed payment. If a payment fails or is late, we may suspend or limit your account, including stopping your forms from accepting submissions, until it is paid, and we may end your account under section 13.
Your cancellation. You can cancel your plan at any time in Billing, through the Stripe customer portal. Cancellation takes effect at the end of the current billing period, and you keep access until then.
No refunds. Fees are non-refundable, including for partly used periods, unused allowances, downgrades and cancellations, except where section 13 says otherwise or the law requires a refund.
Disputes. If you think a charge is wrong, tell us within 30 days of the charge. Please contact us before raising a chargeback.

6. Our right to change plans, prices and the service

We keep the service, our plans and our prices under review, and we reserve the right to change them. In particular, at any time, at our sole discretion and for any reason, we may:

change the price of any plan, including your current plan
change, reduce or remove the allowances, limits or features of any plan, including your current plan
introduce new plans, and stop offering, withdraw or cancel any plan, including your current plan, and move accounts on that plan to another plan
introduce new fees or charges, including for usage above a plan’s allowances
add, change, suspend or remove any part of the service, including features, field types, integrations, extensions, the API and the MCP server
change the providers, infrastructure and locations we use to run the service, subject to section 10

A change to the price you pay takes effect from the start of your next billing period after we make it. We will usually tell you about changes that significantly affect your account in advance, by email or in the service, but we are not obliged to. If you don’t accept a change, your only remedy is to cancel your plan under section 5. If you keep using the service after a change takes effect, you accept it.

Information about plans, prices and features on our website, in our documentation or in sales material is not an offer and does not commit us to providing any feature or plan in the future.

7. Acceptable use

You must not, and must not allow anyone else to, use the service to:

break any law or regulation, or infringe anyone’s rights, including intellectual property, privacy and data protection rights
collect passwords, payment card numbers or other credentials through forms, or carry out phishing, fraud or impersonation
send spam or unsolicited messages, or use automations, email or approval links to harass anyone
upload or distribute malware, or content that is unlawful, harmful, threatening, abusive, defamatory, obscene, hateful or discriminatory
collect health, special category or criminal offence data, or data about children, without a lawful basis and appropriate safeguards
probe, scan, overload or disrupt the service or other customers, or get round its security, rate limits, usage limits or access controls
send requests through the service to systems you are not authorised to reach
copy, resell, sublicense or provide the service to third parties as a service bureau, except for agencies building forms and processes for their own clients within their own account
reverse engineer the service, except where the law allows this despite this restriction, or build a competing product using the service or our documentation

We decide, at our sole discretion, whether use breaches this section. We may remove or disable any content, form, automation, extension or integration, and take any action under section 13, without notice.

8. Customer data and your responsibilities

You own your customer data. As between you and us, you keep all rights in your customer data. You give us a worldwide, non-exclusive, royalty-free licence to host, copy, process, transmit and display customer data as needed to provide, secure, support and improve the service, to comply with the law and to enforce these terms.

You are responsible for it. You are responsible for your customer data, for having the right to collect and use it, and for how your forms, automations, extensions, integrations and exports use and send it. You are the controller of personal data in customer data, and you must meet the responsibilities set out in our privacy policy.

Keep your own copies. The service is not a backup or archiving service. You are responsible for exporting and keeping copies of any customer data you need. We are not responsible for any loss or corruption of customer data, except as section 10 says.

Aggregated data. We may collect and use information about how the service is used, such as performance and usage statistics, provided it does not identify you, your users or your respondents.

9. Third-party services, extensions and AI assistants

The service can connect to services we don’t control, such as Stripe, Slack, Google, HERE, webhooks, APIs you configure, and AI assistants you connect through MCP. You choose to use them, your use is governed by their terms, and we are not responsible for them, their availability, or what they do with data you send them. We may stop supporting any third-party service or extension at any time.

10. Data processing

This section applies where we process personal data in customer data on your behalf. It forms our data processing agreement with you for the purposes of Article 28 of the UK General Data Protection Regulation (UK GDPR) and, where it applies to you, the EU GDPR.

Roles. You are the controller and we are your processor. The subject matter, nature and purpose of the processing is providing the service under these terms. It lasts for the term of these terms and until we delete the data under paragraph 9. The personal data and data subjects are whatever you choose to collect through the service, usually respondents, approvers, your users and people your processes are about.
Instructions. We process customer personal data only on your documented instructions, which are these terms and your use and configuration of the service, unless the law requires otherwise. If so, we will tell you before processing unless the law prevents it. We will tell you if we think an instruction breaks data protection law.
Confidentiality. We make sure that people we authorise to process customer personal data are bound by confidentiality.
Security. We take appropriate technical and organisational measures to protect customer personal data, as described in our privacy policy. We may change these measures as long as we don’t materially reduce the overall level of protection.
Sub-processors. You give us general authorisation to use sub-processors. Our current sub-processors are listed in our privacy policy. We will update that list at least 14 days before a new sub-processor starts processing customer personal data, except where we need to make an urgent change for security or to keep the service running. If you object on reasonable data protection grounds, tell us before then. Your remedy is to stop using the service and cancel your plan. We impose data protection obligations on each sub-processor that are no less protective than this section, and we remain responsible for their performance.
International transfers. We host the service in the United Kingdom. We may transfer customer personal data outside the UK, or the EEA where relevant, only with a safeguard that data protection law accepts, such as adequacy regulations, the International Data Transfer Agreement or the UK Addendum to the EU Standard Contractual Clauses.
Assistance. Taking into account the nature of the processing, we will give you reasonable help, mainly through features of the service, to respond to requests from data subjects, and with security, breach notification, data protection impact assessments and consultations with regulators. We may charge for help beyond what the service provides.
Personal data breaches. We will notify you without undue delay after becoming aware of a personal data breach affecting customer personal data, and give you the information we reasonably can to help you meet your obligations.
Deletion at the end. When these terms end, we will delete customer personal data within 90 days, as described in our privacy policy, unless the law requires us to keep it. You should export anything you need before your account ends. Data in backups is erased when the backups expire.
Information and audits. We will make available the information reasonably needed to show that we meet this section, and allow for and contribute to audits, including inspections, by you or an auditor you appoint. You must give at least 30 days’ written notice, keep what you learn confidential, carry out an audit no more than once a year unless a regulator requires it, and pay its costs. We may meet an audit request by giving you written answers, documents or a report from an independent auditor.

11. Intellectual property and feedback

We and our licensors own the service, the software, the documentation, our trade marks and everything we create in providing them, including improvements. Subject to these terms and to paying the fees, we give you a non-exclusive, non-transferable right to use the service for your business during your subscription. We reserve all rights not expressly granted. If you send us feedback or suggestions, we may use them freely without any obligation to you.

12. Confidentiality

Each of us will keep the other’s confidential information confidential and use it only to perform or exercise rights under these terms. This does not apply to information that is or becomes public through no fault of the recipient, that the recipient already had or develops independently, or that the law, a court or a regulator requires the recipient to disclose.

13. Suspension and termination

Our right to suspend. We may suspend, limit or restrict your account, any user, or any part of the service, at any time, with or without notice, for any reason or no reason, including where we suspect a breach of these terms, a security risk, unpaid fees, or a risk of harm or legal liability to us, other customers or anyone else.

Our right to end your account. We may end these terms, cancel your plan, close your account and stop providing the service to you, at any time and for any reason or no reason, at our sole discretion. We don’t have to give a reason.

If we do this because you have breached these terms, have not paid, have used the service unlawfully or harmfully, or have become insolvent, we may do so immediately and without notice, and no refund is due.
In any other case, we will try to give you reasonable notice where practicable, and we will refund any fees you have paid in advance for the part of the billing period after your account ends.

Your right to end. You can end these terms by cancelling your plan under section 5 and asking us to close your account at [email protected].

What happens when your account ends. Your right to use the service stops, your forms stop accepting submissions, and private links stop working. We have no obligation to keep customer data after your account ends and will delete it as section 10 describes. Where we end your account for a reason other than your breach, we will try to give you an opportunity to export your customer data first, unless the law or a security risk prevents it. Any fees that are due remain payable. Sections 5 (no refunds and amounts due), 8, 10 (paragraphs 9 and 10), 11, 12, 13, 14, 15, 16 and 18, and any other terms that by their nature should survive, continue after these terms end.

14. Disclaimers

The service is provided “as is” and “as available”. To the fullest extent the law allows, we exclude all warranties, conditions and terms, whether express or implied by statute, common law or otherwise, including as to satisfactory quality, fitness for a particular purpose, availability, accuracy and non-infringement. We don’t promise that the service will be uninterrupted, error-free or secure, that it will meet your requirements, or that calculations, automations, emails, documents, integrations or AI assistants will produce any particular result. You are responsible for checking that your forms, rules and automations work as you need. We don’t provide legal, tax or other professional advice.

15. Liability

What we don’t exclude. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow to be limited or excluded.

Losses we are not liable for. Subject to that, we are not liable to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any:

loss of profits, revenue, sales, business, contracts or anticipated savings
loss of goodwill or reputation
loss, corruption or unavailability of data, including customer data
wasted expenditure or management time
indirect, special or consequential loss

Our total liability. Subject to the above, our total liability to you arising out of or in connection with these terms and the service, in any 12-month period, is limited to the fees you actually paid us for the service in the 12 months before the event giving rise to the claim. If you have only used a trial or a free service, it is limited to £100.

16. Your indemnity

You will indemnify us, our officers, employees and contractors against all claims, losses, damages, fines, costs and expenses (including reasonable legal fees) arising from your customer data, your use of the service, your breach of these terms or of any law, or any claim by a respondent, user or other third party connected with your forms or processes.

17. Changes to these terms

We may change these terms at any time, at our sole discretion. We will publish the new version on this page and change the “last updated” date. Where a change significantly affects you, we will usually tell you by email or in the service, but we are not obliged to. Changes take effect when we publish them unless we say otherwise. If you keep using the service after a change takes effect, you accept the new terms. If you don’t accept them, you must stop using the service and cancel your plan.

18. General

Assignment. We may assign, transfer or subcontract any of our rights and obligations under these terms, including as part of a sale or reorganisation of our business. You may not do so without our written consent.
Events outside our control. We are not liable for any delay or failure caused by events outside our reasonable control, including failures of hosting, network, email or payment providers, cyber attacks, power failures, industrial action, pandemics, war and acts of government.
Notices. We may send you notices by email to the address on your account or by posting them in the service. You must send notices to us by email at [email protected] or by post to our registered office.
Entire agreement. These terms, including section 10, are the whole agreement between us about the service and replace any earlier agreements, statements or understandings. You confirm that you have not relied on any statement or representation not set out in these terms. Terms in your purchase orders or other documents do not apply.
No waiver. If we don’t enforce a right, or delay in doing so, we have not given it up.
Severance. If a court decides that any part of these terms is invalid or unenforceable, that part will apply with the minimum changes needed to make it valid, and the rest of these terms remains in force.
No partnership. Nothing in these terms creates a partnership, joint venture or agency between us.
Third-party rights. No one other than you and us has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
Governing law and courts. These terms, and any dispute or claim arising out of or in connection with them or their subject matter, including non-contractual disputes and claims, are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction.

Contact us

FORMWORK SOFTWARE LIMITED
167-169 Great Portland Street, 5th Floor
London
England
W1W 5PF

Email: [email protected]

Last updated: 16 October 2026.