Terms of Service

These terms are a contract between you (“you”, “the Customer”) and Community Den Ltd (“we”, “us”), which operates crmcity.app. By creating an account or using the service you accept them. If you are accepting on behalf of an organisation, you confirm you are authorised to bind it.

Two other documents form part of this agreement: our Privacy Policy and our Data Processing Agreement. The DPA governs the personal data you put into the CRM about other people, and it applies automatically — you do not need to sign anything separate for it to be in force.

• The service — the CRM City application, its API, and everything we make available at crmcity.app.
• Organisation — a separate workspace inside the service. One login can belong to several; each is a separate container of data and has its own plan.
• Customer Data — everything you put in: your contacts, companies, messages, invoices, files, and the records the service generates from your use of it.
• End User — a person whose personal data you hold in the service, such as one of your contacts.

You must be at least 18 and give accurate registration details. You are responsible for what happens under your account, including everything done by the people you invite into your organisation and by anything holding one of your API keys.

Keep your credentials secret. API keys are shown once and stored only as a hash, so we cannot recover one for you — we can only help you revoke it and issue another. Two-factor authentication is available on every account and we recommend it. Tell us at support@crmcity.app if you believe someone else has access.

The service is provided on a subscription basis. We improve it continuously, which means features are added and occasionally changed. If we withdraw a feature you are actively relying on, we will give you reasonable notice and, where the change is material and to your disadvantage, you may cancel under clause 17.

Two commitments constrain what we may do to your data while you are a customer, and both are built into how the product works rather than only promised here:

• Switching a module off hides it, it never deletes. Turn a module back on months later and your records are where you left them.
• Reaching a plan limit stops you creating new things; it never breaks what already exists. We do not lock you out of your own records for being over a limit.

There is a free plan and there are paid plans. Prices are shown on our pricing page in pounds sterling, and are billed monthly in advance through Stripe. Applicable taxes are added at checkout.

Each organisation is billed separately. If you run three organisations on paid plans, that is three subscriptions and three invoices. This is deliberate: separate entities keep separate books, and a single merged invoice across unrelated organisations is usually the wrong document for everyone who has to file it.

The price you start on is held for at least 12 months. If we raise the price of a plan, your subscription keeps its current rate for a minimum of twelve months from the day it started. After that we may move it to the plan’s current price, and we will email you at least 30 days beforehand so you can change plan or cancel first. An increase is never applied retroactively, and never without that notice.

Changing plan yourself moves you to that plan’s current price, in either direction: the lock follows the plan you are on, not your account.

You can upgrade, downgrade or cancel at any time from your billing settings, through Stripe’s customer portal. An upgrade applies immediately and you are charged only the prorated difference for the remainder of the current period. A downgrade takes effect at the end of the period you have already paid for — you keep the plan you paid for until it runs out, which is why no refund or credit arises. Cancelling likewise stops the renewal at the end of the paid period; we do not refund part-months, and we do not charge a cancellation fee. When a paid subscription ends, the organisation returns to the free plan rather than being deleted.

If a payment fails we may retry it and, after reasonable notice, downgrade the organisation to the free plan. We will not delete your data for non-payment.

You own your Customer Data. We claim no ownership of it. You grant us only the licence we need to run the service for you: to store it, process it, transmit it where you direct us to (for example, sending an email you compose), and back it up.

Export always works. A full export of everything in an organisation is available from settings and over the API, on every plan including the free one, at any time and without asking us. Moving into a CRM is frightening mainly because moving out of one usually is; the exit staying open is what makes the entrance safe. We will not degrade this.

We do not sell your data, we do not use it to train AI models, and we do not use the contents of your CRM to market to your contacts. We use aggregate, non-identifying usage statistics to understand how the product is used.

For the personal data you hold in the CRM about other people, you are the controller and we are the processor. You decide what to collect and why; we act on your instructions. Our obligations as processor are set out in the Data Processing Agreement, which is incorporated into these terms.

That allocation carries a real duty for you: you are responsible for having a lawful basis for the data you upload, for telling your contacts what you do with it, and for honouring their rights. The service gives you tools for this — a consent log, a preference centre, per-contact export and genuine erasure — but the responsibility for using them is yours.

You agree not to use the service to:

• break the law, or help anyone else do so;
• send unsolicited bulk email, or message people who have not agreed to hear from you;
• upload data you have no right to hold, including purchased or scraped contact lists;
• harass, defraud or impersonate anyone;
• distribute malware, or probe, scan or attempt to breach our systems or another customer's data;
• circumvent plan limits, rate limits or authentication;
• resell or white-label the service without our written agreement.

We do not monitor the contents of your CRM, and we would rather not have to. Where we do become aware of a serious breach of this clause, clause 16 applies.

This clause exists because email is the part of the service where one customer’s behaviour can damage another’s.

You confirm that everyone you send marketing email to through the service has consented in the way UK law requires, or falls within the narrow “soft opt-in” for your own existing customers. Every marketing message must carry a working unsubscribe link, and the service adds one; you must not remove or disable it. Unsubscribes, bounces and spam complaints are honoured automatically across the whole product and cannot be overridden.

We strongly recommend sending from your own verified domain. If you send from our shared domain instead, your sending reputation is pooled with other customers’, and we may restrict volumes, require domain verification, or suspend sending to protect deliverability for everyone. Persistent high bounce or complaint rates are grounds for suspension of sending under clause 16.

We aim for the service to be available at all times, but we do not promise it will be uninterrupted or error-free, and we do not offer a contractual uptime guarantee on our standard plans. We carry out maintenance, and we will try to schedule anything disruptive outside UK business hours.

Support is by email at support@crmcity.app. We answer paid plans first, and we answer free-plan questions when we can. Parts of the service depend on third parties — payments, email delivery, messaging — and an outage at one of them can affect the service without being within our control.

The service, its software, design and documentation belong to us and our licensors. Nothing in these terms transfers any of it to you. You get a non-exclusive, non-transferable right to use the service while your account is in good standing.

If you send us feedback or suggestions, we may use them freely and without obligation. We mention this only so nobody has to wonder.

Each of us may learn confidential information about the other. Both of us agree to protect it with at least reasonable care, to use it only for this agreement, and not to disclose it except to people who need it and are under similar obligations, or where the law requires disclosure. Your Customer Data is your confidential information.

We warrant that we will provide the service with reasonable skill and care. Beyond that, and to the extent the law allows, the service is provided “as is” and we exclude all other warranties, including fitness for a particular purpose.

Specifically, we do not warrant that the service will meet every requirement you have, that any email will reach an inbox, that automations will produce a commercial outcome, or that data supplied by third-party integrations is accurate. Nothing in this clause affects your statutory rights where you deal with us as a consumer.

Nothing in this agreement limits or excludes either party’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited.

Subject to that, neither party is liable for indirect or consequential loss, loss of profit, revenue, business, goodwill, anticipated savings, or for loss or corruption of data to the extent it could have been avoided by the other party keeping its own backup — and your export is available at all times for exactly this purpose.

Subject to the first paragraph of this clause, each party’s total liability arising out of this agreement in any twelve-month period is limited to the greater of the fees you paid us for the service in that period, or one hundred pounds. We are aware this is a low cap; it is the ordinary bargain for software at this price, and it is why you should keep your own exports of anything you cannot afford to lose.

You will indemnify us against claims, losses and reasonable costs arising from your Customer Data or your use of the service in breach of this agreement — in particular claims by your contacts about messages you sent them or data you held about them. We will tell you promptly about any such claim, let you control the defence of it, and not settle without your agreement.

We may suspend an account, or just its ability to send email, where there is a serious breach of clause 8 or 9, a risk to the security or deliverability of the service for other customers, or a legal requirement. Except in an emergency we will warn you first, and we will restore the service as soon as the cause is resolved. Suspension does not delete your data and does not stop you exporting it.

You may stop using the service and close your account at any time. Either of us may terminate for material breach that is not remedied within 30 days of written notice.

Export your data before you close an account. When an account is closed we keep the data for 30 days, during which you can ask us to restore it or to send you an export. After that we delete it from our live systems, and it ages out of encrypted backups within a further 30 days. If you ask us to delete it sooner, we will.

We may update these terms as the service and the law change. For minor clarifications we will update the date at the top. For changes that materially affect your rights we will give at least 30 days’ notice by email to your account address, and if you do not accept them you may cancel before they take effect. Continuing to use the service after that date means you accept the new version.

This agreement is governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that either party may seek urgent injunctive relief anywhere.

We may transfer this agreement to a company that acquires our business, on notice to you. You may not transfer it without our consent. If any clause is unenforceable, the rest survives. A delay in enforcing a right is not a waiver of it. There are no third-party beneficiaries under the Contracts (Rights of Third Parties) Act 1999. This agreement, together with the Privacy Policy and the DPA, is the whole agreement between us.

Community Den Ltd, 110 Market Street, Milnsbridge, Huddersfield, England, HD3 4HT. Registered in England and Wales, company number 15654370.

For questions about data protection, write to privacy@crmcity.app. For anything else about your account or the service, write to support@crmcity.app.