Terms of Service

Effective date: 20 August 2026

1. Agreement to Terms

These Terms of Service (Terms) are a legally binding agreement between you (either an individual or an entity, you) and LUX GLOBAL LTD, trading as Hearo (Hearo, we, us, or our), governing your access to and use of the Hearo website, workspace, participant survey links, and related services (collectively, the Services).

By accessing or using the Services, you confirm that you have read, understood, and agree to be bound by these Terms. If you do not agree to all of these Terms, you are expressly prohibited from using the Services and must discontinue use immediately.

2. Description of the Service

Hearo is a survey and form platform that lets Creators build a survey once, publish it in multiple languages, and collect and review responses from Participants who answer in their preferred language. Hearo uses AI translation tools to translate survey content, participant responses, and related communications between languages.

There are two ways people use Hearo:

• Creators — sign up for a Hearo account, build and manage surveys in the workspace, and review responses.
• Participants — answer a published survey via a shareable link, without creating a Hearo account.

3. Eligibility and Creator Accounts

3.1 Age and capacity. You must be at least 18 years old to create a Hearo account. By creating an account, you confirm that you are 18 or older and have the legal capacity to enter into this agreement, whether on your own behalf or on behalf of an organisation (such as a school, council, charity, or research team).

3.2 Account responsibilities. You are responsible for:

• Providing accurate information when creating your account and keeping your login credentials confidential.
• All activity that occurs under your account.
• Ensuring you have the right to enable AI translation of, and collect responses to, the content you enter into a survey.
• Not using the Services to collect, request, or process information you are not lawfully entitled to collect, including special category data (e.g. health, religious belief, sexual orientation) unless you have an appropriate lawful basis and have configured your survey accordingly.
• Not attempting to reverse engineer, decompile, disrupt, or compromise the security of the Services or the AI models underlying them.

We reserve the right to remove content that violates these Terms or suspend accounts that do so.

3.3 Your responsibility as a Creator. When you use Hearo to run a survey, you are responsible for the survey's content, the languages you choose to enable, any consent or notice text you include, and compliance with data protection law in respect of the personal data you collect from Participants. See Section 9 (Data Protection) for how this responsibility is split between you and Hearo.

4. Participant Access

Participants access a published (Live) survey via a shareable link and do not need a Hearo account. By submitting a response, a Participant agrees to these Terms so far as they apply to Participant use of the Services (Sections 2, 4, 6, and 10–14 in particular). Participants may report a translation issue via the in-survey feedback tool; doing so does not interrupt or reset their progress.

5. Survey Lifecycle

Every survey is Draft, Live, or Closed. Draft surveys are not publicly accessible. Live surveys accept responses via the participant link. Closed surveys stop accepting responses but can be reopened. You are responsible for setting survey status appropriately — for example, closing a survey once you no longer wish to collect responses.

6. AI Translation

6.1 How it works. Hearo uses artificial intelligence tools, including those provided by third parties (AI Tools), to translate survey questions, answer options, instructions, consent text, notifications, and free-text participant responses between languages.

6.2 Know the limits of AI. AI-generated translations may occasionally be incomplete, inaccurate, or fail to fully capture tone, nuance, or cultural context. Hearo provides tools to flag and correct translation issues, but you are responsible for reviewing translated content — particularly consent language, legal notices, or safeguarding-related wording — before relying on it or publishing a survey.

6.3 No training on your content. Unlike some AI products, Hearo does not use your survey content or Participant response data to train underlying AI models, and does not grant itself a licence to reuse that content beyond providing the Services to you. AI Tools process this content solely to generate translations and summaries as part of delivering the Service, subject to our Privacy Policy and any Data Processing Addendum in place with your organisation.

6.4 No liability for AI Tools. Hearo will have no liability for the unavailability of any AI Tool or for a third-party provider's decision to discontinue, suspend, or alter an AI Tool.

7. Intellectual Property

7.1 Our content. Except as stated in this section, the Services are our proprietary property. All source code, databases, software, design, branding, and Hearo trademarks and logos are owned by or licensed to us and protected by copyright, trademark, and other intellectual property laws.

7.2 Your content. You retain ownership of the survey content you create (questions, answer options, branding, and similar material) and of the response data collected through your surveys (Customer Content). By using the Services, you grant Hearo a limited, worldwide, non-exclusive licence to host, process, translate, and display Customer Content solely to provide, maintain, and support the Services to you.

7.3 Feedback. If you or a Participant submits feedback, suggestions, or a translation correction, you grant us a non-exclusive, royalty-free licence to use it to improve the Services.

8. Plans and Fees

Hearo offers a free plan that includes full access to survey creation, AI translation, multilingual publishing, response translation, and the translation feedback loop, subject to a response-volume limit per survey. Paid plans unlock higher response volumes and additional capabilities and are described on our pricing page. Fees for paid plans, where applicable, are billed as set out at checkout or in your order form and are non-refundable except as required by law.

9. Data Protection

9.1 Two different relationships. Hearo processes two broad categories of personal data, and our role differs for each:

• Creator account data (your name, email address, and account settings): Hearo is the data controller. See our Privacy Policy.
• Participant response data (answers submitted to your survey, including free text and any personal data your survey collects): you, as the Creator, are the data controller, and Hearo acts as a data processor, processing that data only on your instructions and for the purpose of providing the Services.

9.2 Your obligations as a controller. Where you collect personal data from Participants, you are responsible for having a lawful basis to do so, providing Participants with appropriate privacy information (for example, via the consent text or introduction fields available in the survey builder), and complying with applicable data protection law, including in respect of any special category data or data relating to children that your survey may collect.

9.3 Data processing terms. Where required by applicable law, we will enter into a data processing addendum with you governing our processing of Participant response data on your behalf. Contact us using the details in Section 16 to request one.

10. Disclaimers

The Services are provided as is and as available. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that translations, AI-generated summaries, or other AI-generated content will be accurate, complete, or suitable for your purposes. We are not liable for errors or inaccuracies in content, unauthorised access to our servers, interruptions to the Services, or any bugs or harmful components transmitted through the Services by third parties.

11. Limitation of Liability

To the fullest extent permitted by law, Hearo and its directors, employees, and agents will not be liable to you or any third party for any indirect, incidental, consequential, special, exemplary, or punitive damages, including loss of profits, revenue, or data, arising from your use of the Services, even if advised of the possibility of such damages.

Notwithstanding anything to the contrary, our total liability to you for any claim arising out of or relating to these Terms or the Services will not exceed the amount you paid us in the six (6) months preceding the event giving rise to the claim (or, if you are on a free plan, £100).

12. Indemnification

You agree to defend, indemnify, and hold harmless Hearo and its subsidiaries, affiliates, officers, agents, and employees from any loss, damage, liability, claim, or demand, including reasonable legal fees, made by any third party due to or arising out of: (a) your survey content or use of the Services; (b) your breach of these Terms; (c) your breach of applicable data protection law in respect of Participant data you collect; or (d) your violation of the rights of a third party, including intellectual property or privacy rights.

13. Term and Termination

These Terms remain in effect while you use the Services. We may suspend or terminate your access to the Services at our discretion, with notice where practicable, for breach of these Terms, non-payment, fraud, or security risk. You may stop using the Services and close your account at any time; on closure, your Customer Content will be deleted or made inaccessible in line with our data retention practices, except where we are required to retain it by law.

14. Governing Law

These Terms and your use of the Services are governed by the laws of England and Wales.

15. Changes to the Services or these Terms

We may modify, update, or discontinue any part of the Services, or update these Terms, at our discretion. Where changes are material, we will provide reasonable notice (for example, by email or an in-app notice). Continued use of the Services after changes take effect constitutes acceptance of the updated Terms.

16. Contact Us

Questions or comments about these Terms can be sent to:

LUX GLOBAL LTD (trading as Hearo)
27 Old Gloucester St
Holborn, London
WC1N 3AX
United Kingdom

Email: [email protected]