1. Agreement
These Terms of Service ("Terms") form a binding agreement between you (or, if you are acting on behalf of an organisation, that organisation ("Customer")) and FrontFoot Software Limited, a company incorporated in England and Wales (company number 17214755), whose registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ ("FrontFoot", "we", "us"). By accessing or using the FrontFoot service at app.getfrontfoot.ai, the FrontFoot Gmail add-on, the FrontFoot Chrome extension, the FrontFoot Outlook add-in, or the FrontFoot Zendesk sidebar app, you agree to these Terms. If you do not agree, do not use the service.
Where FrontFoot has entered into a separate written order form or agreement with Customer, the terms of that order form take precedence over these Terms to the extent of any conflict. Where no such order form exists, these Terms govern in full.
2. The service
FrontFoot is a software-as-a-service platform that helps Customer Success teams draft responses to customer contract and renewal queries. It uses AI to suggest replies based on your organisation's configured contract terms, commercial policies, and tone guidelines.
The service includes:
- A web application for configuring your account and managing conversation threads.
- A Gmail add-on for drafting replies directly within Gmail.
- A Chrome extension for drafting replies within Gmail via a browser sidebar.
- An Outlook add-in for drafting replies directly within Outlook (desktop and web).
- A Zendesk sidebar app for drafting replies directly within Zendesk tickets.
- An optional email automation feature for processing inbound customer emails automatically.
We may update, add to, or remove features of the service at any time. We will give reasonable notice of changes that materially reduce functionality.
3. Accounts and access
You must create an account to use FrontFoot. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account. Notify us immediately at [email protected] if you believe your account has been compromised.
Each account is associated with a single organisation. You may not share your account credentials with users outside your organisation or use the service on behalf of more than one organisation under a single subscription.
4. Acceptable use
You agree not to:
- Use the service to generate content that is unlawful, deceptive, harassing, or defamatory.
- Attempt to reverse-engineer, scrape, or extract the underlying AI models or prompts.
- Use automated means to access the service at a volume that would place unreasonable load on our infrastructure.
- Share access credentials or resell access to the service without our written consent.
- Use the service to process data in violation of applicable privacy law or your own contractual obligations to your customers.
FrontFoot may apply per-organisation usage limits (including token budgets and request rate limits) to protect platform stability and ensure fair access across all customers. Where limits apply to a subscription tier, they will be communicated in advance. Exceeding a usage limit may result in temporary throttling or suspension of AI-generating features until the next billing period. FrontFoot will give reasonable notice before introducing limits that would materially affect normal use patterns for existing subscribers.
5. AI-generated content
FrontFoot uses third-party AI models to generate draft email replies. You acknowledge that:
- AI-generated drafts may contain errors, omissions, or content that does not reflect your organisation's actual policies.
- FrontFoot does not guarantee that any draft is legally accurate, commercially appropriate, or consistent with your contracts.
- When using the web application, Gmail add-on, Chrome extension, Outlook add-in, or Zendesk sidebar app, the AI-generated draft is presented to a CSM before sending. You are responsible for ensuring it is reviewed, edited if necessary, and approved before it is sent to a customer.
- When you have enabled email-automation, the AI-generated reply is sent directly from your connected mailbox without prior CSM review. By enabling this feature, you accept sole responsibility for the content and accuracy of those automated replies, and for ensuring your use of this feature complies with any obligations applicable to your organisation — including any requirements under data protection, consumer protection, or sector-specific regulation in the jurisdictions where your customers are located.
The AI drafting feature supports your team in forming responses. It does not constitute legal advice, and nothing in the service should be construed as such.
6. Data and privacy
Our collection and use of your data is governed by our Privacy Policy, which is incorporated into these Terms by reference.
You retain ownership of all data you provide to or process through FrontFoot, including (a) customer email content processed by FrontFoot to generate draft replies and (b) the configuration content you provide — your contract terms, commercial guidance, lines in the sand, tone guidelines, and other tenant configuration. You grant us a limited licence to process that data solely to provide the service to you.
You represent that you have the right to provide any customer data you submit to FrontFoot, including that you have obtained any consents required under applicable data protection law.
Our Data Processing Addendum governs FrontFoot's obligations as a processor under UK GDPR / EU GDPR and is incorporated into these Terms by reference. It applies automatically to all processing of personal data by FrontFoot on your behalf — no separate signature is required. If you require a countersigned copy for your own records, email [email protected].
7. Google Workspace add-on
The FrontFoot Gmail add-on requests permission to read the email currently open in your Gmail, and to create AI-generated draft replies threaded with the open conversation. When you click "Create Gmail draft", FrontFoot creates the draft via the Gmail API and opens it directly in a Gmail compose window for you to review, edit, and send manually. The email content read from Gmail and the AI-generated draft are stored in your organisation's FrontFoot account as part of the conversation thread, so subsequent drafts on the same conversation have prior-turn context. CSMs can soft-delete threads at any time, and tenant administrators can hard-purge organisation data — see our Privacy Policy for full details. You may revoke the add-on's access to your Google account at any time via your Google Account permissions.
8. Outlook add-in
The FrontFoot Outlook add-in runs inside Outlook (desktop and web). It uses the Office.js ReadWriteItem permission to read the sender address, subject, and body of the email currently open in Outlook. FrontFoot uses this to identify the conversation and provide the AI with the context needed to draft a reply.
The add-in displays the AI-generated draft in the add-in sidebar for you to review, edit, and send manually. The add-in does not send email on your behalf and does not create Outlook drafts via API. The email content read from Outlook and the AI-generated draft are stored in your organisation's FrontFoot account as part of the conversation thread, so subsequent drafts on the same conversation have prior-turn context. CSMs can soft-delete threads at any time, and tenant administrators can hard-purge organisation data — see our Privacy Policy for full details.
The add-in authenticates the CSM using FrontFoot's own token system via a popup sign-in to FrontFoot. It does not request Microsoft Graph API permissions and does not access your Microsoft 365 account beyond reading the open email via Office.js. You may remove the add-in at any time via your Outlook or Microsoft 365 settings.
9. Email automation
FrontFoot's optional email-automation feature connects to a shared mailbox you own or control. When enabled, FrontFoot polls that mailbox for new inbound messages, generates an AI reply based on your organisation's configured guidelines, and sends it directly from that mailbox — without a CSM reviewing or approving the message before it is sent.
By enabling this feature you confirm that you are authorised to connect the mailbox and to send email from it on an automated basis. You accept responsibility for all replies sent via email-automation, including their accuracy and compliance with any obligations that apply to your organisation in connection with automated or AI-generated communications.
You may disable email-automation at any time from your organisation settings.
10. Payment and subscription
Pricing and subscription terms are agreed at sign-up. Subscriptions renew automatically on each subscription anniversary (the "renewal date") unless cancelled before that date. FrontFoot may increase subscription fees at each annual renewal. We will give at least 60 days' written notice of any such increase before the renewal date. If you do not wish to accept the new fee, you may cancel your subscription at any time up to 30 days before the renewal date. If you have not cancelled by that point, you accept the new fee for the upcoming subscription period. You are responsible for all taxes applicable to your subscription in your jurisdiction.
If payment fails, we may suspend access to the service after reasonable notice. Refunds are provided at our discretion and in accordance with applicable consumer protection law.
FrontFoot may introduce usage-based pricing components with at least 30 days' notice. Existing flat-rate subscribers will receive explicit notice before any overage charges apply to their subscription.
FrontFoot's service relies on third-party AI model providers (currently Anthropic). If the published list-price cost of AI model usage increases by more than 20% from the level in effect at the start of your current subscription period, FrontFoot may pass through the incremental cost increase by giving you at least 30 days' written notice, even within a fixed subscription term. The pass-through increase will be limited to the proportion of the cost increase that exceeds the 20% threshold. If you do not wish to accept the increase, you may terminate your subscription by written notice at any time before the increase takes effect and receive a pro-rata refund of any prepaid fees covering the period after termination.
11. Intellectual property
FrontFoot and its underlying technology, prompts, and software are owned by us and protected by intellectual property law. You may not copy, modify, or distribute any part of the service without our written consent.
You own all content you create using the service, including any drafts generated with your data as input.
12. Confidentiality
Each party agrees to keep the other's confidential information (including account configuration, commercial terms, and system prompts) confidential and not to disclose it to third parties, except as required by law or with the other party's consent.
13. Disclaimer of warranties
The service is provided "as is" without warranty of any kind. To the fullest extent permitted by law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be uninterrupted, error-free, or that AI-generated content will be accurate or suitable for any particular purpose.
14. Limitation of liability
To the fullest extent permitted by law, our total liability to you for any claim arising out of or in connection with these Terms or the service shall not exceed the total fees paid by Customer to FrontFoot in the 12 months immediately preceding the event giving rise to the claim.
In no event shall we be liable for any indirect, incidental, special, consequential, or punitive damages, including loss of profits, loss of data, or loss of goodwill, even if we have been advised of the possibility of such damages.
Nothing in these Terms limits liability that cannot be limited under applicable law (for example, for fraud or death or personal injury caused by negligence).
15. Suspension
We may suspend your access to the service immediately and without prior notice where necessary to:
- protect the security or integrity of the platform;
- prevent or investigate suspected abuse or misuse;
- comply with a legal or regulatory requirement;
- prevent material harm to our infrastructure or to other customers; or
- address a suspected material breach of these Terms.
Where suspension is not required urgently, we will give you reasonable prior notice. We will lift a suspension as soon as the relevant concern is resolved. Suspension does not limit our right to terminate under §16.
16. Termination
These Terms continue until the service is terminated in accordance with this clause.
Non-renewal. Your subscription renews automatically on each renewal date. Either party may prevent renewal by giving written notice before the renewal date. FrontFoot may decline to renew your subscription by giving at least 30 days' written notice before the renewal date.
Termination for cause. Either party may terminate these Terms immediately on written notice if the other party commits a material breach of these Terms that is not remedied within 14 days of written notice identifying the breach. FrontFoot may terminate immediately for non-payment following reasonable notice.
FrontFoot convenience. FrontFoot may discontinue the service generally by giving at least 60 days' written notice to all customers.
On termination, your right to use the service ceases. Tenant administrators may export their organisation's data at any time before termination takes effect. Following termination, our handling of your data is governed by the data retention provisions of our Privacy Policy: tenant administrators may request hard-purge of organisation data at any time, and we hard-purge within 30 days of receiving a written request to [email protected].
17. Security
FrontFoot maintains reasonable administrative, technical, and organisational safeguards designed to protect Customer data against unauthorised access, disclosure, or loss.
18. Force majeure
Neither party is liable for any failure or delay in performing its obligations under these Terms to the extent caused by events beyond its reasonable control, including acts of God, natural disasters, government action, internet disruptions, cyberattacks on critical infrastructure, or the unavailability of third-party services on which the service depends — including cloud infrastructure providers and third-party AI model providers such as Anthropic, as well as Google and Microsoft API services. The affected party must notify the other promptly and take reasonable steps to mitigate the impact.
19. Trial and preview features
The service, or certain features within it, may be designated as "trial" or "preview". Trial and preview features are provided as-is, may contain errors, and may be modified or discontinued at any time without notice. No SLA or uptime commitment applies to trial or preview features.
20. Governing law and disputes
These Terms are governed by the laws of England and Wales. Any dispute arising out of or in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable law requires otherwise.
21. Changes to these Terms
We may update these Terms from time to time. We will notify you by email of material changes at least 14 days before they take effect. Continued use of the service after the effective date constitutes acceptance of the updated Terms.
22. Contact
Questions about these Terms: [email protected]