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Terms of service — buyers

1. Who we are and who these terms are for

UNFLD (unfld.ai) is run by Theerakorn Prasutchai, an individual. Contact address: 17 Punnawithi 50, Bangchak, Phrakanong, Bangkok 10260 ("we"). These terms apply to the business that uses UNFLD to run research ("you"). By creating a research or paying, you accept them on behalf of your business. The data processing agreement (DPA) forms part of these terms.

2. What UNFLD does

UNFLD drafts an interview plan from what you want to decide, interviews the people you invite with an AI interviewer by voice, and gives you de-identified transcripts and a written report of findings. No human interviews anyone, and nobody from UNFLD joins a conversation.

We do not supply participants. You invite your own customers or users.

3. Your account

4. Interviews, packages and balance

An interview is one person talking for up to 15 minutes. A 30-minute conversation uses 2 interviews, and no conversation runs longer than 30 minutes. You choose the length when you set up a research.

Packages. You buy interviews in packages at the price shown when you top up. No VAT is charged today (section 5). A package is a one-time purchase. It never renews.

Expiry. Each package is valid for 12 months from the day it is paid. Interviews not used by then expire. An interview returned to a package after that package has expired is lost.

Your balance belongs to your account, not to a research. Starting a research takes nothing from it. Each conversation draws from it while it happens:

What happens in a conversation Interviews used
Finished, at or under the booked length The booked length. Running over costs nothing extra
Stopped partway by the participant One for each 15 minutes started, counted from the first question, never more than the booked length
The connection is lost and never resumes The same as stopped partway. We cannot tell a closed tab from a lost network
A technical failure on our side, or the person never reached the first question Nothing

What a conversation holds and does not use goes back to your balance when it ends.

When your balance runs out, the research pauses: people who open the link are told it is not taking new conversations, before they agree to anything. Nobody is cut off mid-conversation for lack of balance. Topping up reopens it.

When a research has all its people, the link says so before consent.

Planning. Drafting a plan uses model time. Without an active package you can start 5 new plans in any rolling 7 days, and buy 10 more for the price shown. With a package that has not expired, planning is unlimited within fair use (50 new plans a week). Changing a plan never counts, and a plan that fails to draft is given back.

Promotion codes apply only as stated when issued, once per account unless stated otherwise.

If a research cannot answer your question, the next round is free. If the report says the main thing you wanted to know could not be answered from the conversations, and at least 8 people finished their conversations, we give you as many extra interviews as that research used, up to 25, to ask the same thing again. Write to hello@unfld.ai within 30 days of getting the report. This applies once per research. The extra interviews last 12 months. We decide from the report and the conversations, and we tell you why. This does not promise that the next round will find the answer.

Findings are never held back for payment.

Enterprise plans are a separate written agreement.

5. Payment, receipts and refunds

6. The thank-you for participants

The thank-you you offer participants is not part of a package. You pay it, directly. At setup you choose what to collect for it: nothing, a phone number, a bank account, a postal address, or any mix. We collect it at the end of each conversation and give you a list after the research closes. The list is deliberately not linked to the conversations.

The thank-you is yours to decide: whether there is one, what it is, and whether you send it from the list we collect or your own way. If you collect details through UNFLD, you must send it to everyone on the list: people who finished the interview, and people whose call failed on our side. Participants are told this before they start, so not paying would make what they were told untrue. People who stop early are told they will not receive it and are not on the list.

7. Your responsibilities

You are the data controller for the people you invite. UNFLD processes their data for you under the DPA. You must:

  1. Have a lawful basis to contact the people you invite, and invite them only through channels they agreed to.
  2. Not invite anyone under 20 years of age. If you learn later that a participant is under 20, tell us at once and we delete that conversation.
  3. Pay every thank-you you promised, as in section 6.
  4. Not try to find out who said what: no matching quotes to people by timing, by the list, by small numbers or by any other means, and not asking participants afterwards what they said.
  5. Tell the people you share findings with that the same rule binds them.
  6. Pass on to us without delay any request from a participant about their data.
  7. Not use UNFLD for:
  8. research that deceives participants about who is asking or why, beyond what the research design requires and what UNFLD's own screens say;
  9. sales, debt collection, recruitment screening, or any decision about an individual participant;
  10. collecting sensitive data under section 26 of the data protection law (health, disability, religion, political views, sexual behaviour, criminal records, race and similar) as the aim of the research: that is, asking directly about these things in the participant's own life, or using them to sort people. Research about experience with your product or service is not caught, even if the product relates to health, as long as it doesn't ask about the person's symptoms, illness or history. If a participant brings it up without being asked, you have not broken this rule;
  11. anything unlawful, or harassment of anyone.

We may pause a research that breaks these rules.

8. What the findings are, and are not

9. Your content and ours

10. Availability

We aim to keep UNFLD running but do not guarantee it is uninterrupted. If a conversation fails on our side, it costs nothing (section 4).

11. Ending

12. Liability

Our total liability to you, for any reason, is limited to what you paid us in the 12 months before the event. We are not liable for indirect loss, such as expected profit, or for the results of decisions you take on the findings.

This limit does not apply to loss caused by our fraud or gross negligence, to harm to life, body or health, or to any other liability the law does not allow us to limit. It does not affect participants' rights under the data protection law.

13. Changes

These terms take effect on 1 November 2026. We may change them. We will email account holders at least 30 days before a change that affects them takes effect, unless the law makes us change sooner. If you don't accept a change, tell us before it takes effect: you can stop using UNFLD. Packages already paid keep their price and expiry.

14. Law

These terms are governed by the laws of Thailand. If there is a dispute, talk to us first at hello@unfld.ai. If we can't agree, either side may go to a Thai court that has jurisdiction. If the Thai and English terms differ, the Thai governs.

15. The welcome discount code