Terms of Service

01About these terms

These Terms of Service ("Terms") govern your use of the TracelyCRM website at tracelycrm.com, the app at app.tracelycrm.com, our API and MCP connections, and any related services (together, the "Service"). The Service is operated by TracelyCRM ("TracelyCRM", "we", "us").

By creating an account or using the Service, you agree to these Terms, our Privacy Policy and our Refund Policy. If you use the Service for a company or a client, you confirm that you are authorised to accept these Terms on its behalf, and "you" means that organisation.

02Accounts & workspaces

• You must be at least 18 years old and give us accurate sign-up details.
• Keep your password and API keys secret. You are responsible for everything done under your account, including by teammates you invite and by AI apps you connect.
• The person who creates a workspace is its owner. Owners control who can access the workspace, what each role can see, and what happens to its data.
• In agency mode, each client workspace is kept separate. You are responsible for having your clients' permission to manage their leads, ad accounts and teams in TracelyCRM.
• Tell us straight away at [email protected] if you think your account has been accessed without permission.

03Trial, plans & payment

Free trial. New workspaces get a 14-day free trial. No card is needed, and nothing is charged when the trial ends; you choose a plan to keep going.

Billing. Paid plans are billed in advance, monthly or yearly, in Indian Rupees unless shown otherwise at checkout. Prices exclude GST and other applicable taxes, which are added to your invoice. Payments are processed by our payment partner; we do not store your full card details.

Renewal. Subscriptions renew automatically at the end of each billing period until you cancel. You can cancel at any time; your plan stays active until the end of the period you have paid for.

Plan limits. Each plan includes the limits shown on our pricing page, such as leads per month, AI usage and Lead Finder credits. If you regularly go over a limit, we will let you know and may ask you to move to a plan that fits.

Price changes. We will give you at least 30 days' notice by email before a price change applies to your subscription. The new price applies from your next renewal after that notice.

Late payment. If a renewal payment fails, we will tell you and retry. If it is still unpaid after 14 days, we may limit your workspace to read-only access until it is paid.

No refunds. TracelyCRM is a digital service delivered as soon as you pay, so all payments are final and non-refundable, as set out in our Refund Policy.

04Your data

"Your data" means everything you or your team put into the Service or bring in through it: leads, contacts, notes, messages, calendar entries, files, ad data and settings. You own your data.

You give us permission to host, copy, process and display your data only as needed to provide, secure and support the Service for you, including sending it to the third-party services you choose to connect. We do not sell your data and do not use it to advertise to your leads.

For personal data about your leads and contacts, you are the controller (data fiduciary) and we process it on your behalf. You are responsible for having a lawful basis to collect it and to contact those people. Our Privacy Policy explains how we handle personal data.

You can export your data at any time while your account is active.

05Acceptable use

You agree not to use the Service to:

• send spam or unsolicited bulk messages, or contact people in breach of anti-spam, telemarketing and privacy laws that apply to you (for example the IT Act and TRAI rules in India, CAN-SPAM in the US, or GDPR and PECR in the EU and UK);
• upload or use contact lists that you have no right to use, or ignore anyone's request to stop being contacted;
• break the terms of the platforms you connect, such as Meta's Platform Terms and Advertising Policies or Google's policies;
• send content that is unlawful, misleading, harassing, defamatory or that infringes anyone's rights;
• try to get into accounts, workspaces or systems you are not allowed to access, probe or overload our infrastructure, or get around usage limits;
• copy, resell or reverse-engineer the Service, or use it to build a competing product;
• scrape or use Lead Finder results in ways that breach applicable law, or keep using a person's details after they ask you to delete them.

We may remove content or suspend features that break these rules, and we will tell you when we do unless the law or an urgent risk prevents it.

06Third-party services

The Service connects to services that we do not control, including Meta (Facebook and Instagram lead ads and the Conversions API), Google, LinkedIn, TikTok, website builders, property and business portals, your email provider, and AI apps such as Claude, ChatGPT and Cursor. When you connect one, its own terms and privacy policy apply to your use of it, and you authorise us to exchange data with it on your behalf.

We are not responsible for third-party services, their availability, or changes they make that affect an integration. If a provider changes or withdraws its API, we may need to change or remove that integration.

07AI features

Tracely AI, AI agents, AI drafts, lead scores and Lead Finder use machine-learning models. Their output can be incomplete or wrong, so review it before you rely on it.

• Agents start in "Ask first" mode, where every email and change waits for your approval. If you switch an agent to Autopilot, you are responsible for what it sends and changes within the limits you set.
• To produce a response, we send the relevant parts of your data to the AI model providers we use. We do not use your data to train AI models.
• As between you and us, you own the content the AI produces for you.

08Availability & support

We work to keep the Service available and secure around the clock, but we do not promise it will be uninterrupted or error-free. We may carry out maintenance, and we will try to give notice of planned downtime that is likely to affect you.

We improve the Service all the time and may add, change or remove features. If we remove a major paid feature, we will tell you in advance.

Support is available by email at [email protected]. Scale / Agency plans include priority support and onboarding.

09Our intellectual property

The Service, including its software, design, text, logos and the TracelyCRM name, belongs to us or our licensors. While your subscription is active, we give you a limited, non-exclusive, non-transferable right to use the Service for your business under these Terms.

If you send us feedback or ideas, we may use them without owing you anything.

10Cancellation & termination

You can cancel your subscription or ask us to delete your account at any time by writing to [email protected] from your account's email address, or from the billing page in the app where available.

We may suspend or end your access if you seriously or repeatedly break these Terms, if payment stays overdue, or if we have to by law. Where we reasonably can, we will warn you first and give you a chance to fix the problem.

When an account ends, you can ask us for an export of your data for 30 days. After that, we delete your workspace data as described in our Privacy Policy. Sections 4, 9 and 11 to 14 continue to apply after your account ends.

11Disclaimers

Apart from what these Terms expressly say, the Service is provided "as is" and "as available". To the extent the law allows, we disclaim all other warranties, including fitness for a particular purpose and non-infringement. We do not guarantee any particular sales, lead volume, ad performance or business result.

12Limitation of liability

To the extent the law allows:

• neither of us is liable for indirect or consequential loss, or for lost profits, revenue, data or goodwill;
• our total liability arising out of or relating to the Service in any 12-month period is limited to the amount you paid us for the Service in the 12 months before the event that caused the claim.

Nothing in these Terms limits liability that cannot be limited by law, such as for fraud.

13Indemnity

You will defend and compensate us against claims by third parties, and the resulting losses and reasonable costs, that arise from your data, from how you contact people through the Service, or from your breach of these Terms or of the law.

14Governing law

These Terms are governed by the laws of India. The courts of India have exclusive jurisdiction over any dispute arising from them, subject to any mandatory consumer protection rights you have where you live. Before going to court, we both agree to try in good faith to settle the dispute by talking to each other for at least 30 days.

15Changes to these terms

We may update these Terms as the Service and the law change. If a change materially affects you, we will tell you by email or in the app at least 15 days before it takes effect. If you keep using the Service after that, the new Terms apply. If you don't agree, you can cancel before the change takes effect.

16Contact

Questions about these Terms: [email protected]