Our Privacy Policy and Terms of Use

About Spidergap

Spidergap is the online tool for 360 degree feedback. Spidergap® is a registered trademark of Bridging Insight Ltd. Bridging Insight Ltd is limited company registered in England and Wales, company no: 07257519.

We'd prefer you to contact us via the contact form (it is quicker and saves paper), but for legal purposes our registered address is:

Floor 6, Quadrant House, 4 Thomas More Square, London E1W 1YW


Spidergap is an online tool for 360 degree feedback. The information produced through it is only as good as the projects created and the interpretation of the information performed. We do our best to provide information on how to create great 360 degree feedback projects, and interpret results effectively.

We rigorously test our systems to ensure that results accurately reflect the data entered, and all information on this site is provided in good faith, on the basis of our hard work, research and experience. However, legally we choose not to offer any warranty, condition or representation of any kind, whether express or implied. This keeps our insurance premiums down, and as a result, our product prices.

Spidergap does not assume any liability or responsibility for the accuracy, completeness or usefulness of the information disclosed or accessed through this site. We recommend that before acting on information provided online, you contact us (or gain other professional advice) beforehand, as we do not accept liability for advice or information acted on without direct consultation.

In no event will Spidergap be liable for any indirect, special or consequential loss arising out of or in any way relating to the use or performance or the use or misuse of the information accessed through this site.

In summary, we do our best to help customers, and we work very hard at it. Equally we know errors can be made, and anyone who uses information provided on our website should do so bearing this in mind.

Privacy Policy

Your privacy is very important to us, so we never sell your data to third parties and take a variety of best practice measures to ensure your data is protected.

However, we use a variety of systems to manage customer data and project results. These systems are operated in the interest of improving the experience to our customers. These systems sometimes require transmitting data to third parties, such as hosting providers, payment systems, accounting systems, customer-relationship management systems etc. To do this, we work with companies that we trust, and who are also passionate about protecting data and privacy.

Your Data

The Data entered, or imported on instruction, by you remains your property.

Other users may have access to a limited profile of your account and usage by virtue of using shared features (e.g. working on the same project) or having referred you to Spidergap.

Personal information you provide (such as your company name, or feedback on our service) may be used by Spidergap to provide or improve our products, services, marketing and advertising; however it will not be shared with third parties for their marketing purposes. If you do not want us to use your data in this way, please email

You control who has access to Your Data

The Data entered, or imported on instruction, by You is stored securely in a database and is only accessible to Spidergap site administrators and any person You have authorized to use the Service.

Your data is stored securely in a database and is only accessible to any person you have authorized to use the Service.

Spidergap staff do not have access to your password and are therefore unable to access your account without receiving an invitation to do so from You. It is Your responsibility to keep Your password safe.

Spidergap monitors system usage

Spidergap staff and key commercial partners can access usage information and data in order to better understand how our customers are using the Service so we can improve the system design and where appropriate have the system prompt users with suggestions on ways to improve their own use of the system.

Your Data is sent securely across the internet

Spidergap's servers have SSL Certificates issued by GeoTrust, so all Data transferred between users and the Service is encrypted. However, the Internet is not in itself a secure environment. Users should only enter, or instruct the importation of, Data to the database within a secure environment. This means that Your browser must support the encryption security used in connection with the Service.

Spidergap stores your Data in the location Spidergap considers will give You the most efficient access from wherever in the world You may be. Access and storage controls via the Service are however administered by Spidergap in United Kingdom as the custodian of that Data (you can contact Spidergap using the contact form at or at Bridging Insight Ltd's registered address). Where You access or input Data from somewhere other than the country where the Data is stored or to be stored, You consent to that Data being transferred from one country to the other (including via any intermediate country) as a function of transmission across the internet.

Spidergap does not store Your credit card details

If you choose to pay for the Service by credit card, your credit card details are not stored by the Service and cannot be accessed by Spidergap staff.

Where provided, Your credit card details are encrypted and securely stored with our payment provider (Paypal or Stripe depending on how you choose to pay).

You can review Paypal's Privacy Policy here: and Stripe's Terms of Use here: (opens in a new window).

In accordance with Data Protection regulations, Spidergap will give you access to Your Personal Data at any time

Provided You have met Your obligations under the Service Terms of Use, on request Spidergap will provide You with a full export of the Data in a common file format determined by Spidergap.

Access to the Data may be permanently deleted by Spidergap 30 days after You stop paying for the Service or at Your request.

Your browser stores no information that will identify You or your Organisation

The Service utilises "cookies" and other technical measures that enable us to monitor traffic patterns and to serve you more efficiently if you revisit the site. A cookie does not identify You personally or contain any other information about You or Your Organisation, but it does identify Your computer. You can set your browser to notify you when you receive a cookie and this will provide you with an opportunity to either accept or reject it in each instance.

Spidergap will not sell or otherwise provide Your personal information to a third party, or make any other use of personal information about You for any purpose which is not incidental to the normal use of the Service.

You can opt-out of any email communications

Spidergap sends billing information, product information, Service updates and Service notifications to You via email.

Where appropriate email communication will contain clear and obvious instructions describing how You can opt to be removed from the mailing list. Spidergap will remove You upon Your request.

You are responsible for checking the Privacy Policy of any third-party applications the Service links to.

The Service may contain links enabling the electronic transfer of data with third-party applications. Spidergap takes no responsibility for the privacy practices or content of these applications.

This policy may be updated from time to time

Spidergap reserves the right to change this policy at any time and any amended policy is effective upon the posting on this website. Spidergap will make every effort to communicate these changes to You via email or notification via the website.

Please read our Terms of Use

Use of the Service is subject to Spidergap's Terms of Use and this Privacy Policy should be read in conjunction with this. In the event of a conflict or disagreement between this Privacy Policy and the Terms of Use, the Terms of Use will prevail.

Terms of use

Welcome to Spidergap, the online tool for 360 degree feedback. These terms of use are intended to explain our obligations as a service provider and Your obligations as a customer. Please read them carefully.

These Terms are binding on any use of the Service and apply to You from the time that Spidergap provides You with access to the Service.

Spidergap will evolve over time based on user feedback. These Terms are not intended to answer every question or address every issue raised by the use of Spidergap. Spidergap reserves the right to change these terms at any time, effective upon the posting of modified terms and Spidergap will make every effort to communicate these changes to You via email or notification via the Spidergap website. It is likely the terms of use will change over time. It is Your obligation to ensure that You have read, understood and agree to the most recent terms available on the Website.

By registering to use the Spidergap you acknowledge that You have read and understood these Terms and have the authority to act on behalf of any person for whom You are using the Service. You are deemed to have agreed to these Terms on behalf of any entity for whom you use the Service.


"Access Fee"
means the fee (excluding any taxies and duties) payable by You in accordance with the fee structure and/or schedule set out on the Website (which Spidergap may change from time to time on notice to You).
means these Terms of Use.
means a specific online project / survey created by a Organization Owner / Invited User via the Website. All Projects exist within an Organization.
means a collection of projects created or managed by a Organization Owner via the Website.
"Organization Owner"
means a person who registers to use the Service, and has full administrator access to an Organization and its associated projects, settings, team members, and participants. Where the context permits, this includes any entity on whose behalf that person registers to use the Service.
"Confidential Information"
includes all information exchanged between the parties to this Agreement, whether in writing, electronically or orally, including the Service but does not include information which is, or becomes, publicly available other than through unauthorised disclosure by the other party.
means any data inputted by You or with Your authority into the Website.
"Free Trial"
means access to use Spidergap without first providing an Access Fee.
"Intellectual Property Right"
means any patent, trade mark, service mark, copyright, moral right, right in a design, know-how and any other intellectual or industrial property rights, anywhere in the world whether or not registered.
"Invited User"
means someone with use of a specific Project or Organization as granted by an Organization owner.
"Registered User"
means a User who has provided credentials to Spidergap, effectively proving their identity.
means the online services made available (as may be changed or updated from time to time by Spidergap) via the Website.
means Spidergap®, which is a registered trademark of Bridging Insight Ltd. Bridging Insight Ltd is limited company registered in England and Wales, company no: 07257519. However, for simplicity on this Website, when we refer to Spidergap we mean both Spidergap, the online tool for 360 degree feedback, and Bridging Insight Ltd, the company.
means you receiving access to use Spidergap (for a defined or undefined period of time), in return for the Access Fee. This may be through a one-off purchase, regular payments or some other model agreed in advance.
means a pre-built 360 degree feedback project that can be used by Spidergap users.
"Trial Period"
means the duration of a Free Trial (such as a 30 day period, or until another limit such as the number of credits used has been reached as defined at the point of starting the Free Trial.
means the Internet site at the domain or any of its sub-domains.
means the Organization Owner, and where the context permits, an Invited User. "Your" has a corresponding meaning.


Spidergap grants You the right to access and use the Service via the Website with the particular user roles available to You according to Your subscription type. This right is non-exclusive, non-transferable, and limited by and subject to this Agreement. You acknowledge and agree that, subject to any applicable written agreement between the Organization Owner and the Invited Users, or any other applicable laws:

  • the Organization Owner determines who is an Invited User and what level of user role access to the relevant Organisation, Projects and Service that the Invited User has;
  • the Organization Owner is responsible for any and all Invited Users' use of the Service;
  • the Organization Owner controls each Invited User's level of access to the Service at all times and can revoke or change an Invited User's access to an Organization or Project, or level of access, at any time and for any reason, in which case that person or entity will cease to be an Invited User or shall have that different level of access, as the case may be;
  • if there is any dispute between a Organization Owner and an Invited User regarding access to a specific project, the Organization Owner shall decide what access or level of access to the relevant Data or Service that Invited User shall have, if any;
  • if an Organization Owner is not able to grant administrator access to a new Owner (e.g. in the event of their death) a Director of the Organization Owner's company (or other form of institution) should contact Spidergap to request this.


a. Payment obligations

An invoice for the Access Fee will be issued and must be paid for in advance of You beginning your Subscription (unless otherwise agreed in writing). If paying on a schedule (e.g. monthly) all invoices will include the Access Fee for the following period of use. Spidergap will continue invoicing You monthly until this Agreement is terminated in accordance with clause 9: “Termination”. All Spidergap invoices will be made available to You, or to a Billing Contact whose details are provided by You, by email and / or by logging into our Website. Fees will be invoiced in a currency appropriate to your location, albeit limited to a list of currencies we support (available on our Pricing page). In addition to the Access Fee, You are responsible for payment of all taxes and duties relevant to your country.

b. Preferential pricing or discounts

You may from time to time be offered preferential pricing or discounts for the Access Fees, at the discretion of Spidergap. Without prejudice to any other rights that Spidergap may have under these Terms or at law, Spidergap reserves the right to render invoices for the full (non-discounted) Access Fees due or suspend or terminate Your use of the Service in respect of any or all of Your Organisations in the event that any invoices for those Access Fees are not paid in full by the due date for payment.

You may also be offered a Free Trial, at the discretion of Spidergap (for example, 5 free credits per Organisation). Spidergap reserves the right to retract, end or suspend a Free Trial with respect of any or all of Your Organisations.

c. General obligations

You must only use the Service and Website for Your own lawful organisational or personal purposes, in accordance with these Terms and any notice sent by Spidergap or condition posted on the Website. You may use the Service and Website on behalf of others or in order to provide services to others but if You do so you must ensure that You are authorised to do so and that all persons for whom or to whom services are provided comply with and accept all terms of this Agreement that apply to You.

d. Access conditions

You must ensure that all usernames and passwords required to access the Service are kept secure and confidential. You must immediately notify Spidergap of any unauthorised use of Your passwords or any other breach of security and Spidergap will reset Your password and You must take all other actions that Spidergap reasonably deems necessary to maintain or enhance the security of Spidergap's computing systems and networks and Your access to the Services.

As a condition of these Terms, when accessing and using the Services, You must:

  • not attempt to undermine the security or integrity of Spidergap's computing systems or networks or, where the Services are hosted by a third party, that third party's computing systems and networks;
  • not use, or misuse, the Services in any way which may impair the functionality of the Services or Website, or other systems used to deliver the Services or impair the ability of any other user to use the Services or Website;
  • not attempt to gain unauthorised access to any materials other than those to which You have been given express permission to access or to the computer system on which the Services are hosted;
  • not transmit, or input into the Website, any: files that may damage any other person's computing devices or software, content that may be offensive, or material or Data in violation of any law (including Data or other material protected by copyright or trade secrets which You do not have the right to use); and
  • not attempt to modify, copy, adapt, reproduce, disassemble, decompile or reverse engineer any computer programs used to deliver the Services or to operate the Website except as is strictly necessary to use either of them for normal operation.
e. Usage Limitations

Use of the Service may be subject to limitations, including but not limited to monthly transaction volumes and the number of calls You are permitted to make against Spidergap's application programming interface. Any such limitations will be specified within the Service.

f. Communication Conditions

As a condition of these Terms, if You use any communication tools available through the Website (such as any project invites, user invites, support forum, contact page or other message centre), You agree only to use such communication tools for lawful and legitimate purposes. You must not use any such communication tool for posting or disseminating any material unrelated to the use of the Services, including (but not limited to): offers of goods or services for sale, unsolicited commercial e-mail, files that may damage any other person's computing devices or software, content that may be offensive to any other users of the Services or the Website, or material in violation of any law (including material that is protected by copyright or trade secrets which You do not have the right to use).

When You make any communication on the Website, You represent that You are permitted to make such communication. Spidergap is under no obligation to ensure that the communications on the Website are legitimate or that they are related only to the use of the Services. As with any other web-based forum, You must exercise caution when using the communication tools available on the Website. However, Spidergap does reserve the right to remove any communication at any time in its sole discretion.

g. Indemnity

You indemnify Spidergap against: all claims, costs, damage and loss arising from Your breach of any of these Terms or any obligation You may have to Spidergap, including (but not limited to) any costs relating to the recovery of any Access Fees that are due but have not been paid by You.


a. Confidentiality

Unless the relevant party has the prior written consent of the other or unless required to do so by law:

  • Each party will preserve the confidentiality of all Confidential Information of the other obtained in connection with these Terms. Neither party will, without the prior written consent of the other, disclose or make any Confidential Information available to any person, or use the same for its own benefit, other than as contemplated by these Terms.
  • Each party's obligations under this clause will survive termination of these Terms.

These provisions shall not apply to any information which:

  • is or becomes public knowledge other than by a breach of this clause;
  • is received from a third party who lawfully acquired it and who is under no obligation restricting its disclosure;
  • is in the possession of the receiving party without restriction in relation to disclosure before the date of receipt from the disclosing party; or
  • is independently developed without access to the Confidential Information.
b. Privacy

Spidergap maintains a privacy policy that sets out the parties' obligations in respect of personal information . You should read that policy at and You will be taken to have accepted that policy when You accept these Terms.


a. General

Title to, and all Intellectual Property Rights in the Services, the Website and any documentation relating to the Services remain the property of Spidergap (or its licensors).

b. Ownership of Data

Title to, and all Intellectual Property Rights in, the Data remain Your property. However, Your access to the Data is contingent on full payment of the Spidergap Access Fee when due. You grant Spidergap a licence to use, copy, transmit, store, and back-up Your information and Data for the purposes of enabling You to access and use the Services and for any other purpose related to provision of services to You.

c. Backup of Data

Where you require guaranteed data availability or backup, You must maintain your own paper copies of all Data inputted into the Service. Spidergap adheres to its best practice policies and procedures to prevent data loss, including a daily system data back-up regime, but does not make any guarantees that there will be no loss of Data. Spidergap expressly excludes liability for any loss of Data no matter how caused.

d. Third-party applications and your Data

If You enable third-party applications for use in conjunction with the Services, You acknowledge that Spidergap may allow the providers of those third-party applications to access Your Data as required for the interoperation of such third-party applications with the Services. Spidergap shall not be responsible for any disclosure, modification or deletion of Your Data resulting from any such access by third-party application providers.


a. Authority

You warrant that where You have registered to use the Service on behalf of another person, You have the authority to agree to these Terms on behalf of that person and agree that by registering to use the Service You bind the person on whose behalf You act to the performance of any and all obligations that You become subject to by virtue of these Terms, without limiting Your own personal obligations under these Terms.

b. Acknowledgement

You acknowledge that:

  • You are authorised to use the Services and the Website and to access the information and Data that You input into the Website, including any information or Data input into the Website by any person you have authorised to use the Service.
  • You are authorised to access the processed information and Data that is made available to You through Your use of the Website and the Services (whether that information and Data is Your own or that of anyone else).
  • Spidergap has no responsibility to any person other than You and nothing in this Agreement confers, or purports to confer, a benefit on any person other than You. If You use the Services or access the Website on behalf of or for the benefit of anyone other than yourself (whether a body corporate or otherwise) you agree that:
    • You are responsible for ensuring that You have the right to do so;
    • You are responsible for authorising any person who is given access to information or Data, and you agree that Spidergap has no obligation to provide any person access to such information or Data without Your authorisation and may refer any requests for information to You to address; and
    • You will indemnify Spidergap against any claims or loss relating to:
      • Spidergap's refusal to provide any person access to Your information or Data in accordance with these Terms,
      • Spidergap's making available information or Data to any person with Your authorisation.
  • The provision of, access to, and use of, the Services is on an "as is " basis and at Your own risk.
  • Spidergap does not warrant that the use of the Service will be uninterrupted or error free. Among other things, the operation and availability of the systems used for accessing the Service, including public telephone services, computer networks and the Internet, can be unpredictable and may from time to time interfere with or prevent access to the Services. Spidergap is not in any way responsible for any such interference or prevention of Your access or use of the Services.
  • It is Your sole responsibility to determine that the Services meet the needs of Your business and are suitable for the purposes for which they are used.
  • It is Your responsibility to check that storage of and access to your Data via the Software and the Website will comply with laws applicable to you (including any data protection laws).
c. No warranties

Spidergap gives no warranty about the Services. Without limiting the foregoing, Spidergap does not warrant that the Services will meet Your requirements or that it will be suitable for any particular purpose. To avoid doubt, all implied conditions or warranties are excluded in so far as is permitted by law, including (without limitation) warranties of merchantability, fitness for purpose, title and non-infringement.

d. Consumer guarantees

You warrant and represent that You are acquiring the right to access and use the Services for the purposes of a business and that, to the maximum extent permitted by law, any statutory consumer guarantees or legislation intended to protect non-business consumers in any jurisdiction does not apply to the supply of the Services, the Website or these Terms.


To the maximum extent permitted by law, Spidergap excludes all liability and responsibility to You (or any other person) in contract, tort (including negligence), or otherwise, for any loss (including loss of information, Data, profits and savings) or damage resulting, directly or indirectly, from any use of, or reliance on, the Service or Website.

If You suffer loss or damage as a result of Spidergap's negligence or failure to comply with these Terms, any claim by You against Spidergap arising from Spidergap's negligence or failure will be limited in respect of any one incident, or series of connected incidents, to the Access Fees paid by You in the previous 12 months.

If You are not satisfied with the Service, Your sole and exclusive remedy is to terminate these Terms in accordance with Clause 9: “Termination”.


Spidergap may offer Free Trial subscriptions during which You may use the Services, subject to conditions, such as a the time period specified in the promotional offer, or a limit to the number of credits that can be used (“Trial Period”). These will normally be limited to one Free Trial per Organization, although Spidergap may choose to offer additional Free Trials, at its discretion.

We will make one or more Services available to You on a trial basis free of charge until the earlier of

  • the end of the free Trial Period for which you registered or are registering to use the applicable Service or
  • the start date of any Service Subscription ordered by You. Additional Free Trial terms and conditions may appear on the trial registration web page.

Any such additional terms and conditions are incorporated into this Agreement by reference and are legally binding. Free Trial subscriptions may only be combined with any other offer or a Subscription at the discretion of Spidergap. New Free Trial subscriptions may only be available to new customers that have not previously been Registered Users, at the discretion of Spidergap. Spidergap reserves the right to retract, end or suspend a Free Trial with respect of any or all of Your Organisations.

You may cancel your Subscription at any time. Please see the Section below titled "Termination" for further information.



a. Free Trial and upgrading

When You first sign up for access to the Services You can evaluate the Services under a Free Trial with no obligation to continue to use the Services. If You choose to take advantage of the additional features provided through upgrading your account, You will be billed either on your request (if buying one-off purchases of credits for example), or according to a regular billing cycle (if on a regular subscription e.g. monthly). If You choose not to continue using the Services, You can arrange cancellation at any time by contacting

b. Prepaid Subscriptions

Spidergap will not provide any refund for any remaining prepaid credits or period for a prepaid Access Fee subscription (unless first agreed with Spidergap in writing).

c. No-fault termination

These Terms will continue for the period covered by the Access Fee paid or payable under the payment obligations specified in clause 3: “Your obligations”. At the end of each billing period these Terms will automatically continue for another period of the same duration as that period, provided You continue to pay the prescribed Access Fee when due, unless either party terminates these Terms by giving notice to the other party at least 7 days before the end of the relevant payment period. No further access fees will be charged or refunded.

d. Breach

If You:

  • breach any of these Terms (including, without limitation, by non-payment of any Access Fees) and do not remedy the breach within 14 days after receiving notice of the breach if the breach is capable of being remedied;
  • breach any of these Terms and the breach is not capable of being remedied (which includes (without limitation) any breach access conditions specified in in clause 3: “Your obligations” or any payment of Access Fees that are more than 30 days overdue); or
  • You or Your business become insolvent or Your business goes into liquidation or has a receiver or manager appointed of any of its assets or if You become insolvent, or make any arrangement with Your creditors, or become subject to any similar insolvency event in any jurisdiction, Spidergap may take any or all of the following actions, at its sole discretion:
    • Terminate this Agreement and Your use of the Services and the Website;
    • Suspend for any definite or indefinite period of time, Your use of the Services and the Website;
    • Suspend or terminate access to all or any Data.
    • Take either of the actions above in respect of any or all other persons whom You have authorised to have access to Your information or Data.
  • For the avoidance of doubt, if payment of any invoice for Access Fees due in relation to any of Your Billing Contacts, Billing Plans or any of Your Organisations (as defined at clause 3) is not made in full by the relevant due date, Spidergap may: suspend or terminate Your use of the Service, the authority for all or any of Your Organisations to use the Service, or Your rights of access to all or any Data.
e. Accrued Rights

Termination of these Terms is without prejudice to any rights and obligations of the parties accrued up to and including the date of termination. On termination of this Agreement You will:

  • remain liable for any accrued charges and amounts which become due for payment before or after termination; and
  • immediately cease to use the Services and the Website.
f. Expiry or termination

Clauses 3, 4, 5, 6, 7, 8, 9 and 11 survive the expiry or termination of these Terms.


a. Technical Problems

In the case of technical problems You must make all reasonable efforts to investigate and diagnose problems before contacting Spidergap. If You still need technical help, please check the support provided online by Spidergap on the Website or failing that email us at

b. Service availability

Whilst Spidergap intends that the Services should be available 24 hours a day, seven days a week, it is possible that on occasions the Services or Website may be unavailable to permit maintenance or other development activity to take place. If for any reason Spidergap has to interrupt the Services for longer periods than Spidergap would normally expect, Spidergap will use reasonable endeavours to publish in advance details of such activity on the Website.


These Terms, together with the Spidergap Privacy Policy and the terms of any other notices or instructions given to You under these Terms of Use, supersede and extinguish all prior agreements, representations (whether oral or written), and understandings and constitute the entire agreement between You and Spidergap relating to the Services and the other matters dealt with in these Terms.

b. Waiver

If either party waives any breach of these Terms, this will not constitute a waiver of any other breach. No waiver will be effective unless made in writing.

c. Delays

Neither party will be liable for any delay or failure in performance of its obligations under these Terms if the delay or failure is due to any cause outside its reasonable control. This clause does not apply to any obligation to pay money.

d. No Assignment

You may not assign or transfer any rights to any other person without Spidergap's prior written consent.

e. Governing law and jurisdiction

Unless not permitted by the laws of Your governing county, this Agreement is governed by the laws of England and Wales and You hereby submit to the exclusive jurisdiction of the courts of England and Wales for all disputes arising out of or in connection with this Agreement.

f. Severability

If any part or provision of these Terms is invalid, unenforceable or in conflict with the law, that part or provision is replaced with a provision which, as far as possible, accomplishes the original purpose of that part or provision. The remainder of this Agreement will be binding on the parties.

g. Notices

Any notice given under these Terms by either party to the other must be in writing by email and will be deemed to have been given on transmission. Notices to Spidergap must be sent to or to any other email address notified by email to You by Spidergap. Notices to You will be sent to the email address which You provided when setting up Your access to the Service.

h. Rights of Third Parties

A person who is not a party to these Terms has no right to benefit under or to enforce any term of these Terms.

These Terms were last updated on 24th May 2017