Terms of Service

These Terms govern your use of The Retention Lab, operated by Brightrock Ltd, a company registered in Bulgaria under UIC 206254783. By creating an account you agree to them.

Who can use it

• You must be at least 16 to hold an account, and 18 to buy a subscription.
• You are responsible for keeping your credentials secure, and for what happens under your account.
• One account per person. Sharing an account is not permitted.

What you can and cannot do

You agree not to:

• Break the law or infringe anyone's rights using the service.
• Probe, attack or disrupt the platform's security.
• Scrape the service, or automate access to it beyond normal use.
• Share paid content outside your account, or resell access.
• Submit a video to Community Review that is not yours to submit.
• Use community feedback to harass, demean or abuse another member.

Subscriptions and payment

Paid plans are billed through Stripe, monthly or annually, and renew automatically until cancelled. You can cancel at any time from Settings → Billing; access continues to the end of the period you have paid for, and we do not pro-rate a part-used period.

If you are a consumer in the EU you have a statutory 14-day right of withdrawal on a new subscription. Because access to digital content is immediate, starting to use a paid feature within that window means you consent to the service beginning and acknowledge you lose that right — which is how the law works, not a term we invented.

Prices may change. We will tell you before a change affects a renewal, so you can cancel first.

Your content, and what we may do with it

You own what you create. Your notes, reviews and analysis remain yours. You grant us only the licence needed to store and display it back to you as part of running the service.

Community Review is different, and deliberately explicit. If you nominate one of your videos and we select it, you grant us an ongoing right to display that video, your channel name, its retention curve and performance figures, and the community's feedback on it, including in the archive after its week ends. You are shown exactly this before you submit and must confirm it. You can ask us to remove the performance data at any time; we will do so 30 days after the request. Notes other members wrote about it stay, because they are those members' own work.

Notes you write about another member's video remain yours, and stay published on that video.

Community conduct

Community Review works because feedback is honest. Honest is not the same as cruel: critique the video, not the person. We may hide or remove notes and restrict accounts that do not meet that line. Notes reported by several members may be hidden automatically pending a human decision — that is a pause, not a judgement.

Third-party services

The Retention Lab uses YouTube API Services. By using this service you agree to be bound by the YouTube Terms of Service. Google's use of your data is governed by the Google Privacy Policy, and you can revoke our access to your channel at any time through your Google security settings.

We also integrate Stripe and Discord. Their own terms apply to your use of them, and we have no control over how they operate.

What the service does and does not promise

The Retention Lab shows you analysis of your own data and other members' opinions. It does not promise results. Nothing here is a guarantee that your views, retention, subscribers or income will improve. Decisions you take about your channel are yours.

We depend on YouTube's APIs, which Google may change, restrict or withdraw.

Availability

We aim to keep the service running but do not guarantee uninterrupted access. We may change or discontinue features. If we discontinue a paid feature materially, we will give notice and offer a pro-rata refund for the unused period.

Disclaimers

Except as set out in these Terms and as required by law, the service is provided as it is. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded — including for death or personal injury caused by negligence, or for fraud. If you are a consumer, your statutory rights are unaffected.

Limitation of liability

To the extent the law permits, we are not liable for lost profits, lost revenue, lost data or indirect losses arising from your use of the service, and our total liability in any twelve-month period is limited to the amount you paid us in that period.

Ending it

You can stop using the service at any time and delete your account from Settings → Data & Privacy. Deletion has a 14-day grace period, during which you can change your mind; after that it is permanent.

We may suspend or close an account that breaches these Terms. Where it is reasonable to do so we will warn you first and explain why.

Governing law

These Terms are governed by Bulgarian law, and the courts of Bulgaria have jurisdiction. If you are a consumer resident elsewhere in the EU, this does not deprive you of the protection of your own country's mandatory consumer law, or of your right to bring proceedings there.

Changes

We may update these Terms. For material changes we will give reasonable notice before they take effect, so you can cancel if you disagree.

Contact

Brightrock Ltd (UIC 206254783), Bulgaria — business@brightrock.com. See also our Privacy Policy and Cookie Policy.