Terms of Service

1. Introduction

These Terms of Service ("Terms") govern your access to and use of Fulcrum CRM ("the Service"), available at fulcrumcrm.app and operated by RG Consulting, an Australian company ("we", "us", "our"). By creating an account or using the Service, you agree to be bound by these Terms.

2. Service Description

Fulcrum CRM is an AI-native customer relationship management platform delivered as a multi-tenant software-as-a-service (SaaS) product. Each customer organisation ("tenant") receives isolated infrastructure, including a dedicated database and deployment environment. The Service includes:

• Contact, deal, and pipeline management
• Autonomous AI agents for lead sourcing, qualification, and outreach
• Workflow automations and integrations
• API access for custom integrations and third-party agent frameworks

3. Account Registration

You must provide accurate and complete information when creating an account. You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account. You must notify us immediately of any unauthorised use.

4. Subscription and Billing

• The Service is billed at $10 + GST per seat per month, processed through Stripe.
• All new subscriptions include a 14-day free trial. A valid payment method is required to start the trial. You will not be charged until the trial period ends.
• Subscriptions are billed monthly and renew automatically. You may cancel at any time from your account dashboard.
• GST (Goods and Services Tax) of 10% applies to Australian transactions.
• Refunds are handled on a case-by-case basis at our discretion.

5. AI Credits

• AI credits are purchased separately and are used to power AI agent actions, including outbound calls, email generation, and lead research.
• Credits never expire.
• Credits are non-refundable once purchased.
• Credit balances are tied to your tenant account and are not transferable.

6. AI Voice Agents

• AI voice agents are available as an add-on feature and consume AI credits per call.
• Calls made by AI voice agents may be recorded and transcribed for quality assurance, training, and record-keeping purposes.
• You are responsible for ensuring your use of AI voice agents complies with all applicable laws and regulations in your jurisdiction, including telecommunications and consent laws.
• You must not use AI voice agents for any unlawful, deceptive, or harassing purpose.

7. User Responsibilities

• You must provide accurate data and keep your account information current.
• You must not use the Service in any way that violates applicable laws or regulations.
• You must not attempt to gain unauthorised access to other tenants' data or infrastructure.
• You must not use the Service to send spam, engage in phishing, or distribute malware.
• You must not reverse-engineer, decompile, or attempt to extract source code from the Service.
• We reserve the right to suspend or terminate accounts that abuse the platform.

8. Data Ownership and Processing

You retain full ownership of all data you upload, create, or store within the Service ("Customer Data"). We do not claim any ownership rights over your Customer Data.

We process Customer Data solely to provide and improve the Service. Each tenant's data is stored in an isolated database and is never co-mingled with data from other tenants. We may use anonymised, aggregated data for analytics and service improvement purposes.

9. Service Availability

We strive to maintain high availability of the Service but provide it on a "best-effort" basis. We do not offer formal service level agreements (SLAs) or uptime guarantees for standard plans. Scheduled maintenance windows will be communicated in advance where practicable. We are not liable for any downtime, data loss, or service interruptions caused by factors beyond our reasonable control.

10. Termination

• Either party may terminate the agreement at any time. You may cancel your subscription through your account dashboard or by contacting support.
• We may suspend or terminate your account if you breach these Terms, fail to pay, or engage in conduct that harms the Service or other users.
• Upon termination, your data will be retained for 30 days, during which you may request an export. After 30 days, your data and isolated infrastructure will be permanently deleted.

11. Limitation of Liability

To the maximum extent permitted by applicable law, RG Consulting and its officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of profits, data, business, or goodwill, arising out of or in connection with your use of the Service.

Our total aggregate liability for any claims arising under these Terms shall not exceed the total fees paid by you to us in the twelve (12) months preceding the event giving rise to the claim. Nothing in these Terms excludes or limits liability that cannot be excluded or limited under Australian consumer law.

12. Indemnification

You agree to indemnify, defend, and hold harmless RG Consulting from and against any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any rights of a third party.

13. Governing Law

These Terms are governed by and construed in accordance with the laws of New South Wales, Australia. Any disputes arising under these Terms shall be subject to the exclusive jurisdiction of the courts of New South Wales, Australia.

14. Changes to These Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email or by posting a notice within the Service. Your continued use of the Service after such changes constitutes acceptance of the updated Terms. We encourage you to review these Terms periodically.

15. Contact

If you have questions about these Terms, please contact us at support@fulcrumcrm.app.