Last updated September 27, 2026
Draft, pending legal review. This describes how Detractr actually behaves today, but hasn't been reviewed by counsel and doesn't yet name a finalized legal entity or jurisdiction — ticket 02 covers that. Treat this page as accurate about the product, not yet as a signed, binding document.
Detractr is a hosted NPS survey product for SaaS companies ("Workspaces"). A Workspace connects a read-only Stripe API key, configures one or more Programs, and Detractr surveys that Workspace's own paying customers on Detractr's behalf.
Connecting Stripe, seeing your Backfill preview, and configuring a Program are all free — nothing sends until you subscribe. Subscribing is the only paywall.
A 30-day, no-questions refund on your first subscription payment. Ask, and we'll refund it — no retention flow, no form.
You're responsible for the accuracy of the sender identity, subject line, and any custom copy you configure on a Program, and for having a lawful basis to survey your own customers. You won't use Detractr to send anything other than the NPS surveys this product exists to send.
We may pause sending for a Workspace whose hard-bounce rate crosses ~5% or spam-complaint rate crosses 0.1% (the Circuit Breaker) — this protects the shared sending domain every Workspace on it relies on. A paused Workspace keeps all of its data; nothing is deleted by a pause.
Cancel any time from the billing portal — you keep access through the end of the period you've already paid for. Closing your Workspace entirely (Billing → Danger zone) is separate and immediate: it hard-deletes every Connection, Customer, Program, Invitation, and Response beneath it and cancels any active subscription. That action cannot be undone, by us or by you.
Detractr is provided as-is. We're not liable for decisions you make based on a survey response, for Stripe or your email provider's own downtime, or for indirect or consequential damages. Our total liability is capped at the amount you paid us in the 12 months before a claim.
legal@detractr.com (routing to be confirmed once ticket 02's domain/DNS work is complete).