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Terms of service

Last updated 11 November 2026.

1. About these terms

These terms are an agreement between your firm ("you") and Plankton Digital Pty Ltd (ACN 600 731 477) as trustee for The Moulton Family Trust (ABN 42 110 801 279), which runs howdwedo ("we" or "us"). By creating an account, you agree to them on behalf of your firm. You must be 18 or over, and only a person with authority to bind your firm may accept these terms for it. For now, howdwedo is not available to firms in the European Union, the European Economic Area or the United Kingdom. Our privacy policy explains how we handle personal information.

2. What howdwedo does

howdwedo sends short satisfaction surveys by email to your clients, on your behalf and under your firm's name. It records their answers and shows you the results.

Survey emails are sent from our sending domain. Every survey email shows your firm's legal name and postal address, says it was sent by howdwedo on your behalf, and has an unsubscribe link and a link to our privacy policy.

Sending is switched on for each account by us. During the pilot, only firms we have invited can send. We may hold a campaign until we have reviewed it, limit how many emails you send each day, and pause sending automatically if too many emails bounce or are reported as spam.

3. Your client lists

You must:

• Only upload people who are your current clients and with whom you have a relationship that allows you to ask for their feedback. You confirm this each time you add contacts, and we keep a record of each confirmation.
• Never upload a bought, rented, shared or scraped list, or anyone you found by searching.
• Make sure you are allowed to collect your clients' details, give them to us and survey them, under the laws of your country and of your clients' countries. Some countries have strict rules. In New Zealand and Canada, you may need consent, or a relationship that local law treats as consent. Check your local rules before you upload.
• Tell your clients, for example in your own privacy policy, that you use service providers like us to collect their feedback.

4. Unsubscribes

When someone unsubscribes from your surveys, we stop surveying them for you straight away and for good. You must respect that. Do not add them again to howdwedo, and do not survey them another way. An unsubscribe applies to your firm only: it does not stop another firm that has its own relationship with that person. If a client asks you directly to stop, mark them "do not survey" or delete them.

5. Your firm's details

Your legal name and postal address appear in every survey email. Keep them true and up to date. Your reply-to address must be one you control. You can only use it after confirming it by the link we email to it.

6. Surveys only, never marketing

Use howdwedo only to ask your clients about the service you gave them. Do not use it to advertise or promote anything, including offers, discounts, new services, or requests for reviews or referrals. Survey text cannot contain links or attachments, and you must not try to get around that.

7. Your account

Keep your password safe. You are responsible for what happens in your account. Tell us at hello@howdwedo.app straight away if you think someone else has used it.

8. Your data

Your client data belongs to you. We use it only to provide the service to you, as the privacy policy describes. We do not sell it and do not use it for our own marketing. You can download your contacts and your responses as CSV files at any time. You give us permission to store, process and send your data, only to run howdwedo for you. We own howdwedo's software and branding.

9. When we may pause or stop your account

We may hold or cancel a campaign, pause sending, or suspend your account if we reasonably believe that you have broken these terms, that a list was not of your current clients, that too many of your emails bounce or are reported as spam, or that we need to do so to protect our email sending or to comply with the law. Where we can, we will tell you why and give you a chance to fix the problem.

10. Fees

The service is free during the pilot. We will tell you in advance before any charges start, and you can stop using howdwedo before then. You can end the agreement without charge at any time.

11. Ending the agreement

You can stop using howdwedo at any time. To close your account and have its data deleted, email hello@howdwedo.app. We may end your account with 30 days' notice, or straight away if you seriously break these terms. We will tell you why before we end your account, unless the law does not allow it.

If we ever close the service, we will give you at least 90 days' notice and the chance to export your data.

12. Availability

We work to keep howdwedo running and your data safe, but we cannot promise the service will always be available or free of faults. We may need to stop it for short periods for maintenance.

13. Responsibility and liability

Nothing in these terms takes away rights you have under the Australian Consumer Law or other laws that cannot be excluded. Our services come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure with a service, you are entitled to cancel and to a refund for the unused part, or to compensation for reduced value. You are also entitled to compensation for any other reasonably foreseeable loss or damage.

Apart from those rights, and as far as the law allows:

• our total liability to you is limited to the greater of the fees you paid us in the 12 months before the claim and A$100;
• we are not liable for indirect losses, such as lost profits or lost business.

You are responsible for the people you upload, what you write in your surveys, and following the anti-spam and privacy laws that apply to you. If a third party or a regulator makes a claim against us because you broke these terms or the law when using howdwedo, you will reimburse our reasonable costs of responding, except to the extent we caused the problem. You do not have to pay any penalty imposed on us for our own conduct.

14. Changes to these terms

We may change these terms. We will email you at least 30 days before a significant change takes effect. If you do not agree with it, you can close your account before then. We may transfer these terms to a buyer of the howdwedo business, and we will tell you if we do.

15. Law

These terms are governed by the law of Victoria, Australia. Any dispute will be heard by the courts of Victoria. Mandatory rights you have under your local law are not affected by this clause.

16. Contact

Plankton Digital Pty Ltd (ACN 600 731 477) enters into these terms only as trustee of The Moulton Family Trust (ABN 42 110 801 279), and not personally, except where the law makes it liable personally. Email hello@howdwedo.app.