Terms of service
These terms are an agreement between you (the person or company that signs up) and the operator of Flowhawk, [legal entity name], [street and number], [postcode] [city], Belgium, company number [BE 0xxx.xxx.xxx] ("Flowhawk", "we"). By creating an account or using the service you accept them. If you sign up for a company, you confirm you may bind it.
1. The service
Flowhawk is a hosted observability service: it stores the telemetry you send (traces, logs, metrics, errors, sessions, AI calls), shows it in the app, alerts and pages you, and runs AI features over it. We may improve and change the service. We will not remove a feature you pay for without telling you at least 30 days before.
Flowhawk is meant for businesses. You use it for your trade, business or profession, not as a consumer.
2. Your account
- Keep sign-in details safe and turn on two-step sign-in for owners. You are responsible for what happens in your workspace, including what members and API keys do.
- Give us a working email address. We send billing, security and service notices there.
- Owners invite members and set their roles. Each workspace has at least one owner.
3. Prepaid balance and prices
- You pay in advance by topping up a balance in US dollars. Usage (stored telemetry, investigations, questions and the other meters on the pricing page) is taken from the balance at the published rates. VAT or sales tax is added at checkout where it applies, and each top-up comes with an invoice.
- A top-up stays valid for 12 months after your latest top-up. If you don't top up for 12 months, what is left expires.
- You can set a monthly spend cap and auto-reload. With auto-reload on, you allow us to charge the saved card for the amount you chose whenever the balance falls below your threshold.
- If the balance runs out, a grace period of about one day of your average usage applies. After that we stop accepting new telemetry and pause the AI features until you top up. Data already stored stays readable until its retention ends, and on-call pages keep going out.
- We may change prices. A change applies to usage from 30 days after we email the account owners. It never changes the price of usage already taken from the balance.
- Free trial: a new workspace can start with $10 of balance for 14 days, without paying, after a card check through Stripe that charges nothing. One trial per person, email address, card, company and network. A trial workspace sends at most 2 GB of telemetry a day and no on-call texts or calls. When its balance or its 14 days run out, new telemetry and the agent pause until you top up; if you don't top up within 30 days after that, we delete the workspace. We may stop a trial that breaks these terms or tries to get around the one-trial limit.
- Money-back guarantee: within 30 days of your first top-up, you can ask at hello@flowhawk.dev for a refund of what is left of it. Usage already charged is not refunded, and the workspace is closed.
- Otherwise, top-ups are not refundable, except where we stop the service for reasons that are not your fault (then we refund the unused balance), or where the law requires it. You can ask about a refund at hello@flowhawk.dev.
4. Your data
You own the data you send to Flowhawk ("customer data"). You give us the rights we need to store, process and show it to run the service for you, and nothing more. We don't sell it and we don't use it to train AI models. How we handle personal data inside it is in the data processing agreement, which is part of these terms.
You are responsible for what you send: you need the right to send it, and you should not send special categories of personal data (health, payment card numbers, passwords) unless you have to. Flowhawk redacts common secret and personal fields by default, and you can add your own redaction rules.
Telemetry is kept for the retention your workspace pays for (30 days by default) and then deleted.
5. AI features
Investigations, questions, generated pages, suggestions and proposed actions use a large language model. Their output can be wrong or incomplete: check it before you rely on it. Actions that change something outside Flowhawk only run after a person in your workspace approves them, and you are responsible for the actions you approve. The model provider processes the excerpts of customer data the feature needs, under the terms in the DPA, and does not train on them.
6. Acceptable use
Don't use Flowhawk to break the law, to send telemetry you have no right to, to attack or probe other systems (uptime checks are for systems you run or may test), to get around limits or billing, or to overload the service on purpose. Don't try to reach another workspace's data. We may suspend a workspace that does this, and we tell the owners why unless the law or an ongoing attack stops us.
7. Availability and support
We work to keep Flowhawk available and post incidents and maintenance on our status page. We do not offer a service level agreement unless we sign one with you separately. Support is by email at hello@flowhawk.dev and from the help menu in the app, on business days.
8. Confidentiality and security
We keep customer data confidential and protect it with the measures described in the DPA. We tell you without undue delay, and within 48 hours of finding out, if a breach affects your data.
9. Ending the agreement
- You can stop at any time: delete your workspace in Settings > Workspace. Export what you want to keep first; the same page offers an export.
- We can end the agreement with 30 days' notice by email, or straight away if you seriously break these terms.
- When a workspace is deleted, we delete its customer data from the live service within 30 days and from backups within the backup cycle that follows (backups are kept 14 days). Invoices and the records the law makes us keep (such as tax records) stay for as long as the law says.
10. Liability
Flowhawk is provided "as is" to the extent the law allows. Neither of us is liable for indirect or consequential loss, lost profit or lost data that backups could have prevented. Our total liability in any 12 months is limited to what you paid us in those 12 months. These limits don't apply to fraud, gross negligence, wilful misconduct, or anything else the law doesn't allow to be limited.
11. Changes to these terms
We may update these terms. For a change that matters to you, we email the account owners at least 30 days before it applies. If you don't agree, you can stop before then and we refund the unused balance.
12. Law and courts
Belgian law applies. The courts of [city], Belgium, decide any dispute, unless the law gives you another choice.
Contact
[legal entity name], [street and number], [postcode] [city], Belgium, company number [BE 0xxx.xxx.xxx]. Email hello@flowhawk.dev.