Terms of Service

Last updated: 2026-02-12

1. Introduction and Acceptance

These Terms of Service ("Terms") govern your access to and use of the FWD Hub service ("Service") operated by Flyweight Development Oy ("we", "us", "our"), Business ID 3135270-3, a company registered in Finland.

By creating an account, accessing, or using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of an organization, you represent that you have the authority to bind that organization to these Terms.

If you do not agree with these Terms, you may not access or use the Service. We recommend that you read these Terms carefully before using the Service.

2. Definitions

  • "Service" refers to the FWD Hub platform, including the web application, dashboard, APIs, embeddable widget, and all related services.
  • "User" or "you" refers to any individual or entity that accesses or uses the Service.
  • "Workspace" refers to a configured instance of the Service that you create and manage, including its settings, team members, and associated content.
  • "Content" refers to all data, text, messages, articles, feedback, changelog entries, files, and other materials created, uploaded, or transmitted through the Service.
  • "Widget" refers to the embeddable customer support component that is installed on your website to provide end-user facing functionality.
  • "End User" refers to visitors or users of your website who interact with the Widget.
  • "Subscription" refers to your paid plan for the hosted Service, including trial periods.

3. Account Registration

To use the Service, you must create an account. Authentication is provided through our third-party authentication provider, Clerk. By creating an account, you agree to provide accurate and complete information.

You are responsible for maintaining the security of your account credentials and for all activities that occur under your account. You must notify us immediately at hello@flyweight.dev if you become aware of any unauthorized use of your account.

You may not share your account credentials with others, create multiple accounts for the same person, or use another person's account without their permission.

4. Service Description

FWD Hub is a customer support platform that provides an embeddable widget with four core modules: live chat, help center, feedback board, and changelog. The Service is available in two forms:

  • Build It Yourself: FWD Hub follows the Open Prompt Software (OPS) model. We publicly provide comprehensive architecture documentation and generation prompts that allow you to build your own version of the software. You may use these materials to create, deploy, and run your own instance on your own infrastructure. Any software you generate using the OPS materials is yours and is not governed by these Terms of Service.
  • Hosted Service: The managed, cloud-hosted version of FWD Hub operated by us. The hosted Service includes managed infrastructure, automatic updates, custom email domains, email notifications, and priority support. The hosted Service is governed by these Terms.

These Terms apply specifically to the hosted Service. If you build your own version using the OPS materials, these Terms do not apply to that software, though any interaction with our hosted APIs or services remains subject to these Terms.

5. Subscription and Billing

The hosted Service is available through paid subscription plans. Subscriptions are available on a monthly or yearly billing cycle.

All payments are processed by Paddle (Paddle.com Market Limited), which acts as our Merchant of Record. When you subscribe, you enter into a separate agreement with Paddle for payment processing. Paddle is the independent data controller for your payment information. Paddle's Checkout Buyer Terms and Privacy Notice apply to the processing of your payment data.

Subscription prices are displayed on our website and within the Service. All prices are in US dollars unless otherwise stated. Applicable taxes are calculated and collected by Paddle based on your location.

Subscriptions automatically renew at the end of each billing cycle unless cancelled before the renewal date. You may cancel your subscription at any time through the Service dashboard or by contacting us.

6. Free Trial

We offer a 7-day free trial of the hosted Service. During the trial period, you have access to all features of the Service.

At the end of the trial period, your subscription will automatically convert to a paid plan unless you cancel before the trial expires. You will be notified before the trial ends.

We reserve the right to modify or discontinue the free trial at any time. Each user or organization is entitled to one free trial. We may decline trial requests from users who have previously used a trial.

7. Cancellation and Refunds

You may cancel your subscription at any time. Upon cancellation, your access to the hosted Service will continue until the end of your current billing period.

We offer a 30-day money-back guarantee for new subscriptions. If you are not satisfied with the Service within the first 30 days of your initial paid subscription, you may request a full refund by contacting us at hello@flyweight.dev.

Refund requests after the 30-day guarantee period are handled on a case-by-case basis. Refunds are processed through Paddle.

Upon cancellation or expiration of your subscription, your workspace data will be retained for 30 days. After this period, your data may be permanently deleted. We recommend exporting any data you wish to keep before your subscription ends.

8. Acceptable Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You may not:

  • Use the Service in violation of any applicable law, regulation, or third-party rights.
  • Transmit any content that is unlawful, harmful, threatening, abusive, harassing, defamatory, or otherwise objectionable.
  • Attempt to gain unauthorized access to the Service, other accounts, or any computer systems or networks connected to the Service.
  • Use the Service to send unsolicited communications (spam) or for any form of automated bulk messaging.
  • Interfere with or disrupt the integrity or performance of the Service or its underlying infrastructure.
  • Reverse engineer, decompile, or disassemble any part of the hosted Service (this restriction does not apply to software you generate yourself using the OPS materials).
  • Use automated scripts, bots, or scrapers to access the Service beyond what is permitted by our APIs.
  • Resell, sublicense, or commercially redistribute access to the hosted Service without our written consent.
  • Use the Service to store or transmit malware, viruses, or other malicious code.

Additionally, you may not embed the Widget on or use the Service in connection with websites or applications that primarily involve:

  • Illegal activities or content that violates applicable laws.
  • Gambling, betting, or casino-related services.
  • Pornographic, sexually explicit, or adult content.
  • Sale, distribution, or promotion of weapons, firearms, ammunition, or explosives.
  • Sale or promotion of illegal drugs or controlled substances.
  • Promotion of violence, terrorism, hate speech, or discrimination.
  • Fraudulent schemes, phishing, or deceptive practices.

We reserve the right to investigate violations of these restrictions and may take appropriate action, including suspending or terminating your access to the Service.

9. Intellectual Property

FWD Hub is published as Open Prompt Software (OPS). Under this model, we provide architecture documentation and generation prompts that enable anyone to build their own version of the software. The OPS materials are provided freely and do not constitute a software license in the traditional sense. You are free to use the OPS materials to generate, deploy, and operate your own instance of the software.

The hosted Service, including its infrastructure, proprietary features exclusive to the hosted version, branding, trademarks, and service marks, remains the property of Flyweight Development Oy. The OPS model does not grant any rights to these elements.

"FWD Hub" and the FWD Hub logo are trademarks of Flyweight Development Oy. You may not use our trademarks without prior written consent, except as necessary to refer to our Service in a factual manner.

10. User Content

You retain ownership of all Content you create, upload, or transmit through the Service. We do not claim ownership over your Content.

By using the Service, you grant us a limited, non-exclusive, worldwide license to host, store, process, display, and transmit your Content solely for the purpose of operating and providing the Service. This license is limited to what is technically necessary to deliver the Service and terminates when you delete your Content or close your account.

You are responsible for your Content and must ensure that it does not violate any laws, regulations, or third-party rights. We do not actively monitor Content but reserve the right to remove Content that violates these Terms or applicable law.

You are also responsible for how you use the Service in relation to your End Users, including ensuring that your use of the Service complies with applicable data protection laws and that you have appropriate privacy notices in place for your End Users.

11. Privacy

Your privacy is important to us. Our Privacy Policy explains how we collect, use, store, and protect your personal data. By using the Service, you acknowledge that you have read and understood our Privacy Policy.

You are responsible for ensuring that your use of the Service, particularly the collection and processing of End User data through the Widget, complies with applicable data protection laws, including the GDPR where applicable.

12. Service Availability and Disclaimers

We strive to maintain high availability of the Service but do not guarantee uninterrupted or error-free operation. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.

We do not warrant that the Service will meet your specific requirements, that the Service will be uninterrupted or error-free, that defects will be corrected, or that the Service is free of viruses or other harmful components.

13. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, FLYWEIGHT DEVELOPMENT OY SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING WITHOUT LIMITATION LOSS OF PROFITS, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE SERVICE.

OUR TOTAL LIABILITY FOR ANY CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE TOTAL AMOUNT YOU PAID TO US IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM.

These limitations apply regardless of the legal theory on which the claim is based, whether we have been advised of the possibility of such damages, and whether any remedy fails of its essential purpose. Some jurisdictions do not allow the exclusion or limitation of certain damages, so some of the above limitations may not apply to you.

14. Indemnification

You agree to indemnify, defend, and hold harmless Flyweight Development Oy, its officers, directors, employees, and agents from any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising out of or in connection with:

  • Your use of the Service or violation of these Terms.
  • Your Content or any data you process through the Service.
  • Your violation of any applicable law, regulation, or third-party right.
  • Any claim by your End Users related to data processed through the Widget.

15. Governing Law

These Terms are governed by and construed in accordance with the laws of Finland, without regard to its conflict of law provisions.

Any disputes arising out of or relating to these Terms or the Service shall be resolved in the courts of Helsinki, Finland. However, this does not affect any mandatory consumer protection rights you may have under the laws of your country of residence.

16. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email or through a prominent notice on the Service at least 30 days before the changes take effect.

Your continued use of the Service after the updated Terms take effect constitutes your acceptance of the changes. If you do not agree with the updated Terms, you must stop using the Service and may cancel your subscription.

17. Contact

If you have questions about these Terms of Service, please contact us: