Terms of service

Journey Builder is provided as a B2B customer journey mapping service. Features, limits, AI routing, pricing, and availability may change as the service evolves. The product helps you map and analyse customer journeys; it is not intended to be a system of record for regulated data.

You remain the owner of the journey content you enter — personas, stages, touchpoints, pain points, opportunities, KPIs, action plans and exports. You are responsible for the content you put in, including making sure you have the rights and permissions to use it.

Please do not enter confidential third-party information, regulated personal data (including health, financial or government identifiers) or any data you do not have the right to process inside a third-party tool. Use anonymised personas and representative examples instead.

We aim to keep the service available and secure, but we do not guarantee uninterrupted access, error-free operation, or a specific performance level unless a separate written SLA applies. Maintenance windows, provider outages, and brief interruptions may occur.

JSON, HTML, PDF, PPTX and Insights exports are provided as-is. You are responsible for reviewing the content before sharing it externally. Keeping local copies of your exports is encouraged.

AI-generated suggestions are drafts to accelerate your work, not professional advice. Review and edit them before relying on them in client deliverables or internal decisions. AI usage is subject to workspace plan limits, AI credits, and the platform routing policy in force at the time of use.

Free, trial, paid, and Enterprise workspaces may have different limits for journey maps, members, AI credits, exports, document import, review analysis, audit logs, and beta features. Paid plans may be handled through Stripe or manual administration. Taxes follow the invoice. Renewals, cancellations, and refunds are covered separately in the next section.

Self-serve cancellation. You can cancel a paid subscription at any time from your workspace billing page. Cancellation takes effect at the end of the current billing period — you keep access until then. No refund is issued for the unused portion of the current period unless we say otherwise in writing.

14-day refund window for new paid subscriptions.If you upgrade to a paid plan and decide it isn't a fit within 14 days, contact contact@customerexperience.ro and we will refund the most recent payment in full, minus any AI credits consumed at provider cost (we pay for those). The 14-day window does not apply to plan renewals or to monthly upgrades made after the initial subscription.

AI credits. Consumed AI credits are not refundable. Unused credits do not roll over between billing periods and have no monetary value outside the platform.

Enterprise + custom agreements. Workspaces on Enterprise or custom written agreements follow the refund and termination clauses in their signed contract, which supersede this section.

Disputes. Open a refund or billing dispute with contact@customerexperience.ro. We will respond within 7 business days. Unresolved disputes follow the governing-law and venue clauses in this agreement.

To the maximum extent permitted by applicable law, CUSTOMER EXPERIENCE SRL is not liable for indirect, incidental, special, punitive, or consequential damages, nor for loss of data, profits, revenue, business opportunities, goodwill, or expected savings. Unless a separate written agreement says otherwise, our total liability for claims relating to the service is limited to the amount paid by the affected workspace for the service in the 12 months before the event giving rise to the claim.

You can stop using the product and delete your journeys at any time from the dashboard. We may suspend access for misuse, abuse or to protect the service. Accounts that remain inactive for 12 consecutive months may be deleted after prior email notice and a reasonable opportunity to sign in or export data, unless earlier suspension or deletion is required for security, abuse prevention, or legal reasons.

• Data processing addendum explains processor terms for business customer content.
• Privacy policy explains personal data, retention, and GDPR rights.
• Cookies policy explains strictly necessary storage and optional analytics/error reporting.
• Subprocessors lists providers that help us operate the service.

Journey Builder is provided by CUSTOMER EXPERIENCE SRL, a Romanian limited liability company. Tax ID (CUI) 44615490, Trade Registry J40/12460/2021. Registered office: Aleea Coloana Infinitului, Sector 6, București, Romania.

These terms are governed by Romanian law. For online dispute resolution between consumers and traders established in the EU, the European Commission provides an ODR platform at ec.europa.eu/consumers/odr. This platform is most relevant for B2C purchases; disputes between business customers and CUSTOMER EXPERIENCE SRL are resolved under Romanian commercial law and, failing settlement, by the competent courts in București.

Questions about these terms: contact@customerexperience.ro.