Terms of Service

Survey Flow, operated by AIVERY LABS PTY LTD. Last updated 7 October 2026.

These terms cover what you can expect from Survey Flow and what we expect from you. The most important part is section 4, because Survey Flow emails your customers on your behalf, and that carries obligations you take on rather than us.

This agreement

This agreement is between you, meaning the monday.com account that installs Survey Flow and everyone using it under that account, and AIVERY LABS PTY LTD, ABN 89 696 967 209 and ACN 696 967 209, a company incorporated in Western Australia, Australia.

Installing or using Survey Flow means you accept these terms. If you are accepting on behalf of a company, you confirm you have authority to bind it.

Our privacy policy forms part of this agreement. Where the two documents overlap, the privacy policy governs how we handle personal data.

Your use of monday.com itself is governed by your agreement with monday.com, not by us. Nothing here changes that.

What Survey Flow does

Survey Flow watches a board you nominate. When an item reaches the status you choose, it emails the address in the field you mapped, inviting that person to rate the work from one to five stars.

What follows the rating is a short exchange rather than a form. Questions arrive one at a time and the answers appear as sent messages, and the follow up questions you configured are always asked last. Responses appear on a dashboard in your monday.com account, broken down by agent, and can be written back onto the item.

Three further things the service can do are worth naming here, because each does something with your customers' words beyond storing them. AI questions can be generated for the ticket in front of the customer, in addition to yours. Labelling reads a submitted response and marks what is still outstanding. A response can become a follow up item on a board you choose, carrying the comment as written. Survey Flow also publishes two skills to monday.com's Sidekick assistant, one that finds feedback and one that creates a follow up item. Section 4 sets out what that means for you, and the privacy policy is the full account.

The user guide describes the current feature set. Features change over time, and section 15 covers how.

Who can use it

You need a monday.com account and administrator rights on it to install Survey Flow and to connect it. Connecting is an admin action even after installation, so a board owner can use Survey Flow but cannot make that first connection on your behalf. You must be able to form a binding contract in your jurisdiction, and you must not be barred from receiving our services under any applicable law or sanctions regime.

You are responsible for everyone who uses Survey Flow under your account, and for keeping your monday.com access secure.

Your responsibilities

Survey Flow sends email to people who have no relationship with us. They know your company, not ours. That makes the following your obligations, not ours.

You decide who is contacted

You choose the board, the trigger status, the conditions and the field holding the address. We send to whoever that produces. You must have a lawful basis to email those people, and a genuine business relationship with them of the kind that makes a satisfaction survey a reasonable thing to send.

A survey is sent each time a ticket reaches the trigger status, until somebody rates it. Reopening and re resolving a ticket sends again, so the same recipient may receive more than one survey for the same ticket.

You comply with email and privacy law

You are responsible for complying with the law that applies to you and to your recipients, including the Australian Spam Act 2003, the United States CAN-SPAM Act, Canada's CASL, the GDPR and the UK GDPR, and any equivalent law in your recipients' jurisdictions.

You own what the survey says

The subject line, the greeting, the questions, the sign off, your sender name and your logo are yours. You are responsible for their content, for their accuracy, and for making sure they do not infringe anyone's rights.

You decide what leaves your account

Some of the service sends what your customers write to monday.com's AI, and every part of that is a decision you make. AI questions and labelling are switched off until an admin on your account turns them on; leave them off and no comment or answer is sent to any model by them. Turning one on is a decision to send what your customers wrote. The two Sidekick skills are not gated on a setting, and anyone on your account who can invoke a skill reaches them.

Section 4 of the privacy policy sets out exactly what each path sends, where monday.com states the text goes afterwards, and the limits of what monday.com has actually stated. Read it before switching either feature on, and take the decision as one you are making on behalf of the people you surveyed.

Creating a follow up item puts the rating, the comment as written and the answers onto a board you nominate, where the audience is that board's membership rather than anyone Survey Flow controls. Choosing the destination board is choosing who can read what your customer wrote.

You handle the responses

Answers to your surveys are your data. You decide who on your team can see them, and you are responsible for what your people do with them. Section 5 of the privacy policy explains who inside your account can see recipient identities, and it is worth reading before you switch a configuration on.

Sending on a shared domain

All Survey Flow customers send through the same email domain. This makes setup simple, and it means one customer's sending affects everyone else's deliverability. Two consequences follow, and both are conditions of using the service.

The suppression list is shared. When an address unsubscribes, hard bounces, or reports a message as spam, it is suppressed for every Survey Flow customer, not just yours. We cannot honor a complaint against our sending domain selectively. This means an address you have never emailed may already be suppressed, and we will not tell you which, because that would reveal another customer's data.

We can throttle or suspend sending that puts the domain at risk. If your sending produces a bounce or complaint rate that threatens deliverability for other customers, we may rate limit or pause your sending. We will tell you and explain why, and we will work with you to fix it before taking anything further.

What you must not do

• Send to purchased, rented, scraped or otherwise acquired address lists, or to anyone with whom you have no prior business relationship.
• Use Survey Flow as a general mailing tool. It exists to survey people about work you did for them, and it is not a newsletter, a marketing platform, or a bulk sender.
• Send anything unlawful, deceptive, harassing, or designed to look like it came from someone other than you.
• Attempt to gain unauthorised access to the service, other customers' data, or our infrastructure. This includes probing, scanning and load testing without our written agreement.
• Reverse engineer, decompile or attempt to derive the source of the service, except where the law expressly permits it.
• Resell, sublicense or make the service available to anyone outside your own organisation.
• Circumvent rate limits or plan restrictions, or use the service in a way that degrades it for others.

Your data and ours

Your data stays yours. Your configuration, your survey responses, your comments and your board content belong to you. We claim no ownership. We use them only to run the service for you and to support you, as set out in the privacy policy.

The service stays ours. Survey Flow, its software, its design and its name remain our property. Installing it gives you a limited, non exclusive, non transferable right to use it while this agreement is in force, and nothing more.

Feedback. If you send us suggestions, we may use them to improve the product without owing you anything for it. This does not give us any right to your data.

Aggregate statistics. We may use anonymous, aggregated information about how the service is used, such as counts of surveys sent or average response rates across all customers, to operate and improve it. This never identifies you, your customers, or any individual response.

When we contact you

monday.com asks us to be explicit about this, and it is worth being explicit about anyway, because Survey Flow sends two very different kinds of email.

Surveys we send to your customers. These go out on your behalf, at your instruction, with your sender name on them. We do not add anything of our own to them, and we never contact your customers for our own purposes.

Service messages we send to you. While Survey Flow is installed, we may email the administrators of your account about things you need to know: delivery problems, suspension of sending, security incidents, material changes to these terms or to the privacy policy, and the end of a subscription. These are part of the service and you cannot opt out of them while you remain a customer.

Product news. We may occasionally email you about new features or related products. Every such message carries an unsubscribe link, and opting out has no effect on the service or on the messages described above.

We do not sell your contact details, and we do not pass them to anyone for marketing.

Fees and billing

Survey Flow is sold through the monday.com marketplace, and monday.com handles pricing, billing, payment and refunds. Your plan, its price and its limits are shown on the marketplace listing, and our pricing page sets out the same figures.

Responses collected during a trial do not count toward a plan you later buy. A trial is metered separately, so however much of it you use, your first paid period begins at zero.

Your plan includes a number of responses in each UTC calendar month. When that number is reached, Survey Flow stops sending surveys and stops accepting answers to surveys already sent, until the period resets or your plan changes. A survey already in a recipient's inbox will not record a response during that time.

Surveys that would have been sent while the allowance is reached are held. A held survey remains sendable for 7 days after the ticket resolved, and cannot be sent after that.

We do not process your payment details and never see them. Questions about a charge, a refund or a renewal go to monday.com in the first instance, and we will help where we can.

If your subscription lapses, the service stops working. Your data is not deleted then, and the deletion process described in the privacy policy begins only when the app is uninstalled or authorization is revoked. Section 11 covers what that starts.

Availability and support

These are two different promises and we make only one of them.

Availability: no uptime commitment

We aim to keep Survey Flow available and working, but we do not commit to a specific uptime figure and we offer no availability or uptime service level agreement. The service depends on monday.com, on our email providers and on other infrastructure we do not control.

Email delivery in particular is never guaranteed. A recipient's mail server may reject, delay or filter a message for reasons outside anyone's control, and we cannot promise that a survey will arrive or be seen.

Support: we answer within 2 business days

We will respond to any support request within 2 business days. That commitment is required of every app on the monday.com marketplace and we make it to you here, so that it is part of this agreement rather than a promise made somewhere you are not a party to. If you or monday.com flag something as urgent, we will respond promptly rather than waiting out the two days.

Business days are ours: Monday to Friday in Western Australia, excluding public holidays there. Support is offered in English, by email at support@aiverylabs.com and through our support portal.

A response is not a fix. We commit to answering within 2 business days, not to resolving anything within any period. Some problems are quick and some are not, and a few sit with monday.com or an email provider rather than with us. What you can expect in the answer is what we know, what we are doing, and what happens next.

Support covers using the app, problems with sending, delivery or your data, reports of things not working as documented, and help with exporting or deleting what we hold. It does not cover monday.com itself, building or repairing your boards, writing your survey questions, or advising you on whether you may lawfully email a particular person — that last one is yours under section 4 and we are not able to assess it for you.

We are a small team and we would rather tell you the shape of what we offer than imply a support desk we do not have.

Suspension and termination

You can leave at any time by uninstalling Survey Flow from your monday.com account. Uninstalling does not delete your data that day: it starts a seven day window, and reinstalling inside it restores your configuration and the responses you collected. Section 9 of the privacy policy describes what runs when that window closes, and the limited cases where a little survives.

Data kept after you uninstall. By installing Survey Flow you agree that, after you uninstall, we keep two things. First, your configuration and survey responses, for seven days, so that reinstalling within that window restores them; after seven days they are deleted. Second, a one-way hash of any email address that unsubscribed, hard-bounced or reported a survey as spam, kept indefinitely so that we continue to honor that opt-out for every Survey Flow customer. Neither is used for any other purpose. To have your configuration and responses deleted at once instead, write to support@aiverylabs.com.

One thing outlives this agreement, and we would rather state it here than leave it to the privacy policy. Follow up items created on your boards are not deleted, at uninstall or at any other time. They stay where they were created, with the rating, the comment as written and the answers inside them, until someone on your team removes them. They are items on a board you control, created by someone on your account, and deleting them on the way out would destroy work that may since have been assigned, commented on or built upon. They remain yours to keep or remove.

We may suspend or terminate if you breach these terms, if your use puts the shared sending domain or other customers at risk, if we are required to by law, or if your subscription ends. Except where the breach is serious or urgent, we will contact you first and give you a reasonable chance to put it right.

We may also discontinue Survey Flow entirely. If we do, we will give active customers at least 30 days notice so you can export your data and make other arrangements.

Warranties

Except as set out in these terms, and to the extent the law allows, Survey Flow is provided as it is, without warranties of any kind, whether express or implied, including any implied warranty of merchantability, fitness for a particular purpose, or non infringement.

Liability

To the extent the law allows, neither party is liable to the other for indirect, incidental, special or consequential loss, or for loss of profits, revenue, goodwill, data or anticipated savings, however it arises.

Our total liability to you for all claims arising out of or relating to this agreement is limited to the fees you paid for Survey Flow in the twelve months before the event giving rise to the claim.

These limits do not apply to liability that cannot be limited by law, including under the Australian Consumer Law.

Indemnity

You will indemnify us against claims, losses and reasonable costs arising from your use of Survey Flow in breach of these terms, and in particular from any claim brought by a person you surveyed relating to whether you had the right to email them or to the content of what you sent.

This reflects where control sits. You choose the recipients and write the message, and we cannot assess either on your behalf.

We will tell you promptly about any claim covered by this section, let you take over its defence, and cooperate with you at your expense.

Changes

To the service. We improve, change and occasionally remove features. Where a change materially reduces what the service does, we will tell active customers in advance.

To these terms. Non material changes take effect when we update this page and the date at the top. Material changes are different: we will notify active customers by email at least 14 days before they take effect, and continuing to use Survey Flow after that means you accept them. If you do not, uninstall before the change takes effect.

General

Governing law. This agreement is governed by the laws of Western Australia, Australia, and both parties submit to the non exclusive jurisdiction of the courts of that state.

Assignment. You may not assign this agreement without our written consent. We may assign it to a successor in connection with a merger, acquisition or sale of assets.

Severability. If any part of this agreement is found unenforceable, the rest continues in force.

No waiver. If we do not enforce a right immediately, we have not given it up.

Entire agreement. These terms and the privacy policy are the whole agreement between us about Survey Flow, and replace anything said before.

Contact. AIVERY LABS PTY LTD, ABN 89 696 967 209 and ACN 696 967 209, Western Australia, Australia. Email support@aiverylabs.com.