This Fair Usage Policy (“Policy”) forms part of, and is incorporated by reference into, the https://vwo.com/terms/ (“Agreement”). If there is any inconsistency between this Policy and the Agreement, the Agreement will prevail.
Why this policy exists?
Our goal is to offer simple, predictable pricing with clear expectations around usage. This Fair Usage Policy explains what normal usage looks like and how we handle situations where usage consistently goes far beyond what a plan is designed to support.
What we mean by "fair use"?
VWO Pulse is priced based on Monthly Tracked Users (MTUs). To keep pricing simple and predictable, feedback responses are governed by this Fair Usage Policy.
Each plan is designed to support typical and reasonable usage for that tier.
We understand that usage can fluctuate - product launches, campaigns, or internal initiatives can cause short-term spikes. That's completely normal. Usage is only considered outside fair use when it remains significantly higher than expected over a sustained period. If your usage becomes unusually high, we'll proactively reach out to align you to the right plan or add-on so your feedback programs continue to run smoothly.
What we measure?
Monthly Tracked Users (MTUs)
An MTU is counted when a Pulse survey is successfully served to a unique user at least once in a calendar month.
If the same user sees multiple Pulse surveys in the same month, they still count as 1 MTU.
MTU usage resets monthly.
Note: MTU counting is designed to be predictable and "count once per billing cycle," consistent with how MTU-based plans generally work across VWO products.
Responses (Fair Usage)
Pulse plans include a generous response allowance designed to cover typical always-on programs (e.g., NPS/CSAT, feature feedback, intercepts, and concept validation).
Because response volume can vary widely by use case, we apply fair use guidelines to maintain predictable pricing and prevent abuse.
Examples of extensive usage
Your account may fall outside fair usage if you consistently do things like:
- Collect unusually high response volumes relative to your MTU tier and contract term (e.g., sustained response levels that are multiple times higher than what's typical for in-product feedback programs).
- Drive large-scale public traffic to link surveys (e.g., mass campaigns across large external audiences) while on a plan sized for in-product usage.
- Automate or artificially inflate submissions (bots, scripted traffic, load testing against live surveys).
- Share a single subscription across unrelated organizations or resell access outside your company's contracted usage (unless explicitly agreed under an agency/partner arrangement).
What we mean by "consistently high volume"?
Occasional spikes are normal (launches, campaigns, incident follow-ups). "Consistently" generally means sustained high usage over multiple months, indicating ongoing advanced needs.
The following may be deemed outside fair use where it:
- Materially exceeds plan-aligned usage on a sustained basis
- Involves automated, scripted, artificial, or non-human traffic
- Is inconsistent with the intended in-product or internal business use of the Service or
- Circumvents pricing, metering, or technical safeguards
Your subscription includes usage levels intended to support normal and reasonable use consistent with the subscribed plan and pricing model.
We shall determine, acting reasonably and in good faith, whether your usage materially exceeds fair usage. Our determination shall be based on objective usage metrics and patterns over time.
Our usage measurements and records shall be final for billing, enforcement, and compliance purposes, except in case of manifest error.
What happens if you exceed fair usage?
If we detect sustained usage outside fair use, we'll reach out with options such as:
- Recommending a higher MTU tier, and/or
- Adding additional response capacity via an add-on
If your usage continues to exceed the applicable limits/response capacity, Pulse surveys may stop being served to your end users until additional capacity is added (or until the next usage reset, where applicable).
In rare cases of excessive usage, we may, without liability, temporarily suspend, restrict, or limit access. Where practical, we will provide advance notice. Emergency or protective suspensions may be implemented without prior notice.
These safeguards are not considered service outages. Actions taken under this Policy are not treated as service downtime and do not entitle you to any service credits, refunds, or extensions as a result of such actions.
Any suspension under this Policy shall be deemed a suspension for cause under the Agreement. Repeated, sustained, or intentional misuse of the Service in violation of this Policy may constitute a material breach of the Agreement, entitling us to exercise termination rights in accordance with the Agreement.
To the maximum extent permitted under the Agreement, we shall have no liability arising out of or relating to enforcement of this Policy, including suspension, throttling, or usage restriction. Any actions taken under this Policy are subject to the same limitations of liability and protections set out in your main agreement.
Our goal is to avoid abrupt disruption to your feedback programs. We may apply temporary safeguards (e.g., rate limiting) while we work with you on the right plan.
Need higher limits?
Where your usage exceeds fair use, we may, at our discretion:
- Require you to purchase additional capacity, upgrades, or add-ons
- Agree on revised commercial terms reflecting actual usage, or
- Impose technical safeguards pending resolution
Nothing in this Policy obligates Us to continue providing Services at usage levels materially exceeding the contracted scope without corresponding consideration.
If you anticipate unusually high response volume, please contact support@vwo.com and we'll help size the right plan.
If we choose not to enforce this Policy immediately in a particular situation, that does not mean we are waiving our right to enforce it later.
Need more help?
For further assistance or more information, contact VWO Support.