Terms of service

Bugpot is a product of Red Frog Studio, the trading name of Dominik Kapelewski, a sole trader established in the United Kingdom. Neither “Bugpot” nor “Red Frog Studio” is a registered company.

• Trading address: Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom
• Email: hello@bugpot.io
• VAT: not VAT registered. Sales tax and VAT on your purchase are handled by our reseller, as described below.

Bugpot is a software-as-a-service visual feedback and bug reporting tool. It lets you install a lightweight widget on any website you control, collect annotated screenshots and bug reports through that widget, and manage the resulting issues in a shared inbox. The service is provided from the United Kingdom and is available worldwide.

Our order process is conducted by our online reseller Polar. Polar Software, Inc. is the Merchant of Record for all our orders. Polar handles all billing enquiries, invoicing and returns.

Polar is operated by Polar Software, Inc., a Delaware corporation of 3500 South DuPont Highway, Dover, DE 19901, United States. What that means for you in plain terms:

• Your purchase contract for the subscription itself is with Polar. These terms govern how you may use the service they sold you.
• Polar takes the payment, issues your invoice or receipt, and is responsible for charging and remitting any VAT, GST or sales tax due in your country.
• Polar is what appears on your card or bank statement, not Red Frog Studioand not Bugpot. If a charge looks unfamiliar, that’s why.
• Their terms and privacy policy apply to the purchase alongside these terms.
• We remain responsible for the service itself: running it, supporting it, and honouring the refund policy below. Contact us first about anything to do with Bugpot.
• You can also reach Polar directly about any payment at polar.sh.

Before you buy and after, you can reach a human on either of these. We aim to answer within one working day.

• Email: hello@bugpot.io
• Telephone: +44 20 3432 4107
• Post: Red Frog Studio, Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom

By subscribing you confirm you have read and accept these terms and the refund policy.

You need an account to create a workspace and run projects. When you register:

• You must give accurate information, particularly a working email address
• You’re responsible for keeping your password and any API keys safe
• Each account is for one person; sharing a login with a whole team defeats the point (invite them as team members instead)
• You’re responsible for anything done under your account until you tell us the credentials are compromised

You agree not to use Bugpot to do any of the following, and to make sure your reporters and team members don’t either:

• Submit unlawful, defamatory, harassing or infringing content through feedback
• Deliberately overload the service (scripted mass submissions, denial-of-service attempts, or abuse of any API endpoint)
• Reverse-engineer, decompile or attempt to extract source code from the widget or the dashboard beyond what UK law expressly permits
• Install the widget on a website you don’t control or have authority over. You’re also responsible for telling that site’s visitors that the widget is present and what it collects (our privacy policy explains what to disclose)
• Attempt to access another workspace’s data or bypass access controls

We may suspend an account that’s clearly in breach, especially where doing nothing would risk other users’ safety or the stability of the service.

Bugpot offers three paid plans (Solo, Studio and Agency), each starting with a 14-day free trial. The current limits and prices for each plan are shown on the pricing page and defined in the product.

• Plans are billed through Polar monthly or yearly, in advance, using the payment method you provide at checkout. The subscription renews automatically at the end of each period until you cancel.
• Prices are shown and charged in pounds sterling (GBP). Any EUR or USD figures on the pricing page are indicative conversions only.
• Prices exclude tax. Polarcalculates any VAT, GST or sales tax due in your country and adds it at checkout, so the total you pay may be higher than the headline price. Business customers can enter a valid VAT or tax ID at checkout where their country’s rules allow it.
• Solo and Studio start with a 14-day free trial. Cancel inside the trial from the billing page and you pay nothing.
• You can cancel any time from the billing page in your dashboard, or through the customer portal link on your Polarreceipt. Cancellation takes effect at the end of the paid period you’re currently in; we don’t pro-rate refunds for partial months.
• If Bugpot isn’t working out for you in your first 30 days on a paid plan, email us and we’ll refund that first payment in full, monthly or yearly. The refund policy sets out the detail, including the statutory rights that apply alongside it.
• Prices may change; we’ll give at least 30 days’ notice by email before a change affects an active subscription.

Everything you put into Bugpot (feedback items, comments, screenshots, project settings) is your content. You own it.

You grant us a limited, non-exclusive licence to store, transmit and display that content solely to provide the service to you and your team. That licence ends when you delete the content or close your account.

You’re responsible for the content that arrives through your widget. That means disclosing the widget’s presence to visitors of the site you’ve installed it on, and handling any personal data those visitors submit in accordance with the law that applies to you.

Where you’re the controller of personal data submitted through your widget and we’re the processor, we’ll process that data in line with our privacy policy. Our current sub-processors are listed there too. We won’t add new sub-processors that materially change the picture without a reasonable notice period.

We work hard to keep Bugpot up, but the service is provided on a reasonable-endeavours basis. We don’t offer a formal SLA during trial periods. Paid plans get priority support and best-effort uptime targets; the specific commitments for a plan are set out on the pricing page or in a separate order form if you have one.

Occasional planned maintenance is unavoidable; we’ll try to give notice for anything likely to have visible impact, and to schedule it outside UK business hours where we can.

You can close your account at any time from the dashboard. We can close an account for material breach of these terms (usually after giving you a chance to fix it) or immediately if the breach is serious.

Before we delete a closed workspace, you can request a data export (feedback items, comments, screenshots) by emailing hello@bugpot.io. After deletion, workspace data is removed from our active systems; some data may remain in encrypted backups for a short period before those rotate.

Bugpot is provided “as is”. To the fullest extent English law allows, we exclude implied warranties of merchantability, fitness for a particular purpose and non-infringement.

Our total liability to you under or in connection with these terms is capped at the amount you paid us in the twelve months before the event giving rise to the claim. For accounts still inside a free trial, that cap is £100.

Nothing in these terms limits or excludes any liability that can’t be limited or excluded under English law, including liability for death or personal injury caused by negligence, or for fraud.

When we change these terms we’ll update the “last updated” date at the top. Material changes affecting existing workspaces will be notified by email at least 30 days before they take effect; continued use of the service after that date counts as acceptance.

If something has gone wrong, email hello@bugpot.io with “Complaint” in the subject, or call +44 20 3432 4107. Our published turnaround:

• Acknowledged within 2 working days
• Substantive response within 7 working days
• Resolved or escalated within 14 working days

If we can’t settle it between us and you’re a UK consumer, the Citizens Advice consumer service can advise you on next steps and refer the matter to Trading Standards. We will also engage in good faith with a certified alternative dispute resolution provider if you would prefer that route. None of this affects your right to take a claim to court.

Complaints about a payment, invoice or tax charge can also go to Polar directly at polar.sh, since they are the merchant of record and took the payment.

These terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of them, without prejudice to any mandatory consumer protections you enjoy under the law of the country you’re in.

Questions about these terms, or anything else, go to hello@bugpot.io, or write to Red Frog Studio, Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom.