Terms of Service

These Terms of Service ("Terms") constitute a legally binding agreement between you ("Customer," "you," or "your") and Factory Labs Inc. ("CRM Factory," "we," "us," or "our") governing your access to and use of the CRM Factory platform, including all associated APIs, integrations, documentation, and support services (collectively, the "Service").

By creating an account, accessing the Service, or authorizing users within your organization to access the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms. If you are entering into these Terms on behalf of an organization, you represent that you have the authority to bind that organization.

We may update these Terms from time to time. Material changes will be communicated via email or in-app notification at least 30 days before taking effect. Continued use of the Service after the effective date constitutes acceptance of the updated Terms.

To use the Service, you must register an account using a valid business email address. Personal email domains (e.g., Gmail, Yahoo, Outlook) are blocked at registration. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account.

You may invite team members to your workspace. Each user must authenticate via one of our supported methods: passwordless email link, passkey (WebAuthn/FIDO2), SSO (Google Workspace, Microsoft Entra ID), or SAML 2.0 (Enterprise). You are responsible for managing user roles, permissions, and timely deprovisioning of departed employees.

Administrator accounts have elevated privileges including user management, data export, integration configuration, and audit log access. You agree to limit administrator access to authorized personnel and to review access permissions periodically.

You agree to use the Service only for lawful business purposes and in compliance with all applicable laws, regulations, and these Terms. You may not: (a) attempt to gain unauthorized access to any part of the Service or its infrastructure; (b) reverse engineer, decompile, or disassemble any aspect of the Service; (c) use the Service to store or transmit malware, viruses, or malicious code; (d) interfere with or disrupt the integrity or performance of the Service; (e) use the Service for competitive benchmarking or to build a competing product.

You are solely responsible for the content you upload, store, or process through the Service ("Customer Data"). You represent that you have the necessary rights and consents to process such data and that your use complies with all applicable data protection laws including GDPR, CCPA, and industry-specific regulations.

We reserve the right to suspend or terminate access for violations of this policy. Where practicable, we will provide advance notice and an opportunity to cure before suspension, except in cases of imminent harm to the Service or other customers.

You retain all rights, title, and interest in your Customer Data. CRM Factory does not claim ownership of any data you upload or process through the Service. We act as a data processor on your behalf and process Customer Data solely to provide and improve the Service.

Customer Data is stored in schema-isolated, encrypted databases (AES-256 at rest, TLS 1.3 in transit) on SOC 2 Type II certified infrastructure. Each organization's data resides in its own dedicated database schema with no cross-tenant access by design. For details on our security architecture, see our Security & Trust page.

Upon termination, you may export your data for up to 30 days. After this period, we will delete or anonymize your Customer Data within 90 days, except where retention is required by law or for legitimate business purposes (e.g., billing records, audit logs).

The Service supports integrations with third-party platforms including Salesforce, SAP, NetSuite, Twilio, Google Workspace, Microsoft 365, and others. By enabling an integration, you authorize CRM Factory to access and process data from the connected service as necessary to provide functionality.

Third-party integrations are governed by the respective provider's terms and privacy policies. CRM Factory is not responsible for the availability, accuracy, or security practices of third-party services. You are responsible for reviewing and agreeing to the terms of any third-party service you connect.

API access is provided under the same terms. You agree not to exceed published rate limits, share API keys with unauthorized parties, or use the API in ways that could degrade Service performance for other customers.

CRM Factory offers multiple subscription tiers (Starter, Growth, Professional, Enterprise) billed monthly or annually. Pricing details are available on our pricing page. All fees are quoted in U.S. dollars unless otherwise specified in an Order Form.

Subscriptions renew automatically at the end of each billing period unless cancelled before the renewal date. You may cancel at any time through the Settings page or by contacting support. Cancellation takes effect at the end of the current billing period — no partial refunds are issued for unused time within a paid period.

For annual subscriptions, if you cancel within the first 30 days and have not exceeded the free-tier usage limits, you may request a full refund. Usage-based charges (AI credits, SMS messages, API overages) are billed in arrears and are non-refundable. We will notify you when you approach 80% and 100% of included usage thresholds.

We target 99.9% uptime for the Service, measured monthly (excluding scheduled maintenance windows). Scheduled maintenance is performed during off-peak hours with at least 48 hours advance notice via email and in-app status banner.

Enterprise customers may be eligible for a Service Level Agreement (SLA) with defined uptime commitments and service credits for downtime exceeding agreed thresholds. SLA terms are documented in the applicable Order Form.

We are not responsible for downtime caused by factors outside our reasonable control, including force majeure events, internet service provider failures, customer equipment or software, or third-party service outages.

The Service includes AI-powered features such as lead scoring, conversation analysis, voice agents, email drafting, and workflow automation. These features use machine learning models to process Customer Data and generate outputs (scores, summaries, suggestions, automated responses).

AI outputs are provided as recommendations and should be reviewed by qualified personnel before acting on them. CRM Factory does not guarantee the accuracy, completeness, or suitability of AI-generated outputs. You are responsible for validating AI outputs and for any business decisions made based on them.

We do not use Customer Data to train general-purpose AI models. AI processing occurs within your tenant context and outputs are not shared across organizations. You may disable specific AI features through the Settings page.

CRM Factory and its licensors retain all rights in the Service, including all software, algorithms, designs, documentation, trademarks, and proprietary technology. These Terms grant you a limited, non-exclusive, non-transferable license to use the Service during the subscription term for your internal business purposes.

You may provide feedback, suggestions, or feature requests. By doing so, you grant CRM Factory a perpetual, irrevocable, royalty-free license to use such feedback for any purpose, including product development, without obligation to you.

All custom automations, workflows, reports, and configurations you create within the Service remain your intellectual property. You may export these assets at any time.

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. CRM FACTORY DOES NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CRM FACTORY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS SHALL NOT EXCEED THE AMOUNT PAID BY YOU TO CRM FACTORY DURING THE TWELVE (12) MONTHS PRECEDING THE CLAIM. IN NO EVENT SHALL CRM FACTORY BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES.

Some jurisdictions do not allow the exclusion of certain warranties or limitation of liability. In such jurisdictions, our liability is limited to the greatest extent permitted by law. Nothing in these Terms excludes or limits liability for death, personal injury, or fraud.

Either party may terminate these Terms at any time with 30 days written notice. We may suspend or terminate your access immediately if: (a) you breach these Terms and fail to cure within 14 days of notice; (b) your use poses a security risk to the Service or other customers; (c) required by law or regulation.

Upon termination, your right to access the Service ceases immediately. You may export your Customer Data for 30 days following termination. After this window, data will be deleted in accordance with our retention policy. Sections that by their nature should survive termination (including IP rights, disclaimers, limitation of liability, and governing law) will continue in effect.

These Terms are governed by and construed in accordance with the laws of the State of Delaware, without regard to conflict of law principles. Any dispute arising under or in connection with these Terms shall be resolved through binding arbitration administered by the American Arbitration Association (AAA) under its Commercial Arbitration Rules.

Before initiating formal dispute resolution, both parties agree to attempt to resolve disputes informally by contacting legal@crmfactory.ai. If informal resolution is unsuccessful within 60 days, either party may proceed to arbitration. The arbitration shall be conducted in English and held in Wilmington, Delaware or remotely at the parties' election.

Nothing in this section prevents either party from seeking injunctive relief in a court of competent jurisdiction to protect intellectual property rights or prevent irreparable harm.