Terms of Service

1. Acceptance of Terms

By creating an account, accessing, or using CustomerFlows ("Service"), you agree to these Terms of Service and our Privacy Policy. If you don't agree, you may not use our Service.

Important: You represent that you are at least 18 years old and have the authority to enter into this agreement.

2. Description of Service

2.1 What We Provide

CustomerFlows is an automated review collection platform that:

• Sends automated SMS and email review requests to your customers after Square payments
• Creates branded review landing pages
• Tracks campaign performance and analytics
• Provides A/B testing and message optimization tools
• Integrates with Square via OAuth authentication

2.2 Service Modifications

We reserve the right to modify, suspend, or discontinue any part of the Service at any time. We will provide reasonable notice of significant changes when possible.

3. Account Registration

3.1 Account Requirements

To use CustomerFlows, you must:

• Provide accurate and complete registration information
• Have a valid Square merchant account
• Have a valid email address and phone number
• Be authorized to conduct business on behalf of your organization
• Maintain the security of your account credentials

3.2 Account Security

You are responsible for:

• All activities that occur under your account
• Maintaining confidentiality of your password
• Notifying us immediately of any unauthorized access
• Using the Service in compliance with all applicable laws

3.3 Account Termination

We may suspend or terminate your account if you violate these Terms or engage in fraudulent, abusive, or illegal activity.

4. Subscription Plans and Billing

4.1 Subscription Tiers

• Trial Plan: 7-day free trial with 40 SMS/40 emails included
• Starter Plan: $59/month with 500 SMS/500 emails
• Professional Plan: $129/month with 2,000 SMS/2,000 emails
• Enterprise Plan: $249/month with 5,000 SMS/5,000 emails

All plans include Square integration, analytics, and customer support. Annual billing receives a 20% discount.

4.2 Usage-Based Charges

Messages beyond your plan's included limits are charged at:

• SMS: $0.15 per message
• Email: $0.05 per message

4.3 Billing Terms

• Subscriptions automatically renew monthly or annually
• Payment is due at the beginning of each billing period
• You authorize us to charge your payment method on file
• Failed payments may result in service suspension
• Billing disputes must be reported within 30 days

4.4 Refund Policy

• Trial period is free - no refunds needed
• Monthly subscriptions: Pro-rated refunds within first 7 days
• Annual subscriptions: Pro-rated refunds within first 30 days
• Usage charges (overage messages) are non-refundable
• Refunds processed within 10 business days

4.5 Cancellation

You may cancel your subscription at any time through your account dashboard or by contacting support. Cancellations take effect at the end of your current billing period. You retain access until the end of the paid period.

4.6 Price Changes

We may change subscription prices with 30 days' notice. Price changes do not affect existing subscriptions until renewal.

5. Acceptable Use Policy

5.1 Permitted Use

You may use CustomerFlows to:

• Send automated review requests to your legitimate customers
• Create branded landing pages for review collection
• Track and analyze campaign performance
• Customize message templates for your business

5.2 Prohibited Activities

You may NOT:

• ❌ Send unsolicited spam or bulk messages to non-customers
• ❌ Incentivize or pay for positive reviews (violates review platform policies)
• ❌ Send messages to opted-out contacts
• ❌ Use the Service for illegal purposes
• ❌ Impersonate another business or person
• ❌ Attempt to hack, reverse engineer, or compromise the Service
• ❌ Upload viruses, malware, or malicious code
• ❌ Scrape or harvest data from the platform
• ❌ Resell or redistribute the Service without authorization
• ❌ Send sexually explicit, violent, or hateful content

5.3 Compliance Requirements

You must comply with:

• CAN-SPAM Act (email regulations)
• TCPA (SMS/phone regulations)
• GDPR (if applicable to your customers)
• CCPA (California privacy law)
• Google, Yelp, and other review platform policies
• Square's Terms of Service

5.4 Consequences of Violations

Violations may result in:

• Warning and account suspension
• Immediate account termination (serious violations)
• Forfeiture of remaining subscription balance
• Legal action and liability for damages
• Reporting to relevant authorities

6. Data and Content Ownership

6.1 Your Data

You retain ownership of:

• Your customer contact lists
• Message templates you create
• Business information and branding
• Campaign data and analytics

6.2 License to Us

By using the Service, you grant us a limited license to use your content solely for providing the Service (sending messages, displaying analytics, etc.). We will not use your data for other purposes without permission.

6.3 Our Intellectual Property

CustomerFlows owns all rights to:

• The platform software and code
• CustomerFlows branding and trademarks
• Default message templates we provide
• Platform design and user interface

7. Third-Party Services

7.1 Square Integration

CustomerFlows integrates with Square via OAuth. You must maintain an active Square account and comply with Square's Terms of Service. We are not responsible for Square service interruptions.

7.2 Communication Providers

SMS delivery via Twilio and email delivery via SendGrid. Message delivery rates may vary based on carrier and recipient settings. We are not liable for undelivered messages due to third-party issues.

7.3 Review Platforms

We provide links to Google, Yelp, Facebook, and other review platforms. You must comply with their respective terms of service and review policies.

8. Service Availability and Support

8.1 Uptime Commitment

We strive for 99.9% uptime but do not guarantee uninterrupted service. Scheduled maintenance will be announced in advance when possible.

8.2 Customer Support

• Email Support: All plans (response within 24-48 hours)
• Priority Support: Professional and Enterprise plans (response within 4-8 hours)
• Phone Support: Enterprise plans only

8.3 Service Limitations

We may impose rate limits or usage caps to prevent abuse and ensure fair use for all customers.

9. Warranties and Disclaimers

9.1 Service "As Is"

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO:

• Merchantability or fitness for a particular purpose
• Uninterrupted or error-free operation
• Specific results or review collection rates
• Accuracy or completeness of data

9.2 No Guarantee of Results

We do not guarantee that using CustomerFlows will result in a specific number of reviews, increased revenue, or other business outcomes. Results depend on many factors outside our control.

9.3 Third-Party Services

We are not responsible for the performance, availability, or actions of third-party services (Square, Twilio, SendGrid, etc.).

10. Limitation of Liability

10.1 Damages Cap

TO THE MAXIMUM EXTENT PERMITTED BY LAW, CUSTOMERFLOWS' TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR USE OF THE SERVICE SHALL NOT EXCEED THE AMOUNT YOU PAID US IN THE 12 MONTHS PRECEDING THE CLAIM.

10.2 Exclusion of Damages

WE SHALL NOT BE LIABLE FOR:

• Lost profits, revenue, or business opportunities
• Loss of data or content
• Indirect, incidental, or consequential damages
• Damages resulting from third-party service failures
• Your violation of laws or regulations

10.3 Exceptions

Some jurisdictions do not allow exclusion of certain warranties or limitation of liability. In such jurisdictions, our liability is limited to the greatest extent permitted by law.

11. Indemnification

You agree to indemnify and hold harmless CustomerFlows, its officers, employees, and agents from any claims, damages, losses, or expenses (including attorney fees) arising from:

• Your use of the Service
• Your violation of these Terms
• Your violation of any laws or regulations
• Infringement of third-party rights
• Content you submit or messages you send

12. Dispute Resolution

12.1 Informal Resolution

Before filing a legal claim, you agree to contact us at support@customerflows.io to attempt informal resolution.

12.2 Binding Arbitration

Any disputes that cannot be resolved informally shall be settled by binding arbitration in accordance with the rules of the American Arbitration Association. Arbitration will be conducted in Texas.

12.3 Class Action Waiver

You agree to resolve disputes on an individual basis only. You waive any right to participate in class action lawsuits or class-wide arbitration.

12.4 Governing Law

These Terms are governed by the laws of the State of Texas, without regard to conflict of law principles.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and CustomerFlows.

13.2 Severability

If any provision of these Terms is found invalid or unenforceable, the remaining provisions will remain in full effect.

13.3 Waiver

Our failure to enforce any right or provision in these Terms does not constitute a waiver of such right or provision.

13.4 Assignment

You may not assign or transfer these Terms or your account. We may assign our rights and obligations to any third party.

13.5 Force Majeure

We are not liable for delays or failures due to circumstances beyond our reasonable control (natural disasters, war, pandemic, etc.).

14. Changes to Terms

We may modify these Terms at any time. We will notify you of material changes by:

• Email to your registered email address
• Notice on our website
• In-app notification

Continued use of the Service after changes constitutes acceptance of the new Terms. If you don't agree with changes, you must cancel your account.

15. Contact Information