Terms of Service

PlainCRM is a multi-channel customer relationship management and lead-generation platform that unifies inbound calls, emails, SMS, web chats and form submissions into a single workspace, with AI assistance for transcription, summarisation, contact enrichment and triage.

The features available to you depend on the subscription plan you purchase. We may add, remove or modify features over time.

You must be at least 18 years old and able to enter into a binding contract to use the Service. You are responsible for the accuracy of the information you provide, for keeping your credentials confidential, and for all activity that occurs under your account and the accounts of users you invite (“Account Users”). You must notify us promptly of any unauthorised access.

You are responsible for ensuring your Account Users comply with these Terms.

• Trials. Free trials are offered subject to the limits stated at sign-up and may be modified or withdrawn at any time. We may convert a trial into a paid subscription only with your express consent.
• Fees. Fees are payable in advance in the currency stated on our pricing page or order form. Unless stated otherwise, prices exclude VAT and other applicable taxes, which you are responsible for paying.
• Usage charges. Some features (such as call minutes, SMS, AI minutes and additional numbers) are metered. Overages above the included allowance are billed at the rates set out on our pricing page or order form.
• Renewal. Subscriptions renew automatically for successive periods of equal length unless cancelled before the end of the current period.
• Late payment. If an invoice is overdue we may suspend the Service after reasonable notice and charge interest on overdue amounts at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.
• Refunds. Except where required by law or expressly agreed in writing, fees are non-refundable.
• Changes to pricing.We may change pricing on no less than 30 days’ notice, effective at the start of your next renewal period.

You will not, and will not permit any Account User to:

• use the Service to send unsolicited marketing in breach of PECR, the UK GDPR or equivalent laws;
• upload unlawful, infringing, defamatory, obscene or harmful content;
• use the Service to make “robocalls”, fraudulent or scam calls, or to impersonate another person or business;
• attempt to gain unauthorised access, probe, scan, reverse engineer or interfere with the Service’s integrity or performance;
• use the Service to build a competing product or to benchmark it without our prior written consent;
• upload viruses or malicious code, or use the Service to facilitate the same;
• resell or sublicense the Service except as expressly permitted in writing.

We may investigate suspected violations and remove content or suspend accounts in accordance with Section 15.

“Customer Data” means all data that you, your Account Users or your end-customers (“Brand Contacts”) submit to or generate through the Service, including contact records, conversations, recordings, transcripts and form submissions.

As between you and us, you (or, where applicable, the relevant Brand) own the Customer Data. You grant us a worldwide, non-exclusive, royalty-free licence to host, process, transmit and display Customer Data solely as necessary to provide the Service and to perform our obligations under these Terms.

Where we process personal data contained in Customer Data on your behalf we do so as a processor and you do so as a controller. Our Privacy Policy and our Data Processing Addendum (“DPA”) form part of these Terms and set out the parties’ respective obligations under UK GDPR. You are responsible for having a lawful basis to process Brand Contact data, for providing them with appropriate privacy notices, and for honouring their data subject rights.

On termination, we will delete Customer Data in accordance with our Privacy Policy and DPA (typically within 30 days), unless we are required by law to retain it.

The Service integrates with third-party services such as Google Calendar, Postmark (email), Plivo and Twilio (telephony), Soniox (transcription) and our payment processor. Your use of those services is governed by their own terms and privacy policies. We are not responsible for third-party services or for outages caused by them.

When you connect Google Calendar, you authorise PlainCRM to access and modify calendar data through Google’s OAuth flow solely to provide the calendar features inside the Service. Our use of information received from Google APIs adheres to the Google API Services User Data Policy, including the Limited Use requirements. You can revoke our access at any time inside PlainCRM or via your Google Account.

You are responsible for complying with all laws applicable to your use of telephony, SMS and email features, including:

• informing callers that calls may be recorded and obtaining any consent required under UK GDPR, PECR and Ofcom rules;
• providing recipients with a clear sender identity, a working unsubscribe mechanism and obtaining consent or having a soft-opt-in for direct marketing communications;
• respecting the Telephone Preference Service (TPS), Corporate Telephone Preference Service (CTPS), and equivalent registers in other jurisdictions;
• holding any required telecoms or SMS sender registrations, including 10DLC registration where applicable.

You agree to indemnify us in respect of any breach of this Section, in accordance with Section 14.

The Service uses AI models to generate transcripts, summaries, extracted entities and suggested actions. AI output may be inaccurate or incomplete and should be reviewed by a human before being relied upon for any business or legal decision. You are solely responsible for actions taken based on AI output.

We do not use Customer Data to train generalised foundation models, and we configure our AI sub-processors to disable training on Customer Data where they offer that option.

We and our licensors retain all right, title and interest in and to the Service, including all software, designs, trade marks and documentation. We grant you a non-exclusive, non-transferable, revocable licence to use the Service during the term of your subscription, in accordance with these Terms.

If you provide feedback or suggestions, you grant us a perpetual, royalty-free licence to use them without restriction.

Each party will protect the other’s confidential information using at least the same degree of care it uses for its own confidential information (and at least a reasonable standard of care), and will use it only to perform its obligations and exercise its rights under these Terms.

We aim to provide a reliable Service but do not guarantee uninterrupted availability. We may carry out planned maintenance and will use reasonable efforts to give advance notice. Specific service-level commitments, where offered, are set out in a separate SLA referenced in your order form.

Standard support is provided by email at [email protected].

We warrant that we will provide the Service with reasonable care and skill in accordance with the Supply of Goods and Services Act 1982. To the maximum extent permitted by law, all other warranties, conditions and terms (whether express, implied, statutory or otherwise), including any implied terms of satisfactory quality, fitness for a particular purpose, non-infringement and accuracy, are excluded.

The Service is provided “as is” and “as available”. We do not warrant that AI output, contact enrichment, or third-party-sourced data will be accurate, complete or fit for any particular purpose.

Nothing in these Terms limits or excludes either party’s liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot lawfully be limited or excluded.

Subject to the foregoing:

• Neither party will be liable to the other for any loss of profits, loss of revenue, loss of business, loss of anticipated savings, loss of goodwill, loss or corruption of data, or for any indirect, special or consequential loss, however arising, whether in contract, tort (including negligence) or otherwise.
• Each party’s total aggregate liability arising under or in connection with these Terms in any 12-month period will not exceed the fees paid by you to us under these Terms in the 12 months immediately preceding the event giving rise to the liability.

You will indemnify and hold us harmless from and against any third-party claims, losses, damages, fines and reasonable legal costs arising out of or in connection with: (a) your or your Account Users’ breach of these Terms or applicable law; (b) the Customer Data, including any claim that it infringes a third party’s rights or breaches data-protection or marketing laws; or (c) your use of telephony, recording, SMS or email features in breach of Section 7.

• Term. These Terms apply from the date you accept them and continue while you have an account.
• Termination for convenience. You may cancel your subscription at any time from your account settings; cancellation takes effect at the end of the current billing period. We may terminate a free or trial account at any time on reasonable notice.
• Termination for cause. Either party may terminate immediately if the other commits a material breach that is not remedied within 30 days of written notice, or becomes insolvent.
• Suspension. We may suspend access to the Service immediately if we reasonably believe your use poses a security or legal risk, or if fees are overdue.
• Effect of termination. On termination, all licences granted to you cease, outstanding fees become immediately payable, and Customer Data is deleted in accordance with the Privacy Policy and DPA.

We may update these Terms from time to time. Where the changes are material we will notify you by email or in-product notice at least 30 days before they take effect. Your continued use of the Service after the changes take effect constitutes acceptance.

The Service is provided primarily for business use. If you are a consumer in the United Kingdom, nothing in these Terms affects your statutory rights under the Consumer Rights Act 2015 or equivalent legislation.

• Governing law. These Terms are governed by the laws of England and Wales.
• Jurisdiction. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with these Terms.
• Force majeure. Neither party will be liable for failure or delay in performance caused by events beyond its reasonable control.
• Assignment. You may not assign these Terms without our prior written consent. We may assign these Terms in connection with a corporate reorganisation, merger or sale of assets.
• No third-party rights. A person who is not a party to these Terms has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce them.
• Entire agreement. These Terms (together with the Privacy Policy, DPA and any order form) constitute the entire agreement between the parties and supersede any prior agreements relating to their subject matter.
• Severability. If any provision is held to be unenforceable, the remaining provisions will continue in full force.
• Notices. Notices to us must be sent to [email protected]. Notices to you may be sent to the email address registered on your account.

PlainCRM Ltd, [Registered office address, United Kingdom]. Email: [email protected] (legal), [email protected] (privacy), [email protected] (support).