Terms of Service

1. About these terms

These Terms of Service ("Terms") form a legally binding agreement between iLLMSoft Ltd trading as ILLM CRM ("we", "us", "our") and the organisation or individual that registers for an account ("you", "Customer") governing access to and use of the ILLM CRMplatform and related websites, APIs, mobile interfaces, and support services (together, the "Service").

By ticking the acceptance box during registration, accessing the Service, or using it on behalf of an organisation, you confirm that you have read and agree to these Terms and to our Privacy Policy and Cookie Policy, which are incorporated into these Terms by reference. If you do not agree, do not register for or use the Service.

If you accept these Terms on behalf of a company or other legal entity, you confirm that you have authority to bind that entity, and "you" refers to that entity. We record the date, time, version of these Terms, and originating IP address at the point of acceptance.

2. Definitions

• Customer Data — all content, records, files, and personal data that you or your Users submit to, store in, or generate within the Service, including contacts, prospects, deals, activities, documents, and email content.
• User — an individual authorised by you to access the Service under your account, whether a sign-in seat or a directory-only member.
• Seat — a licensed User permitted to sign in to the Service. Directory-only members who can be assigned records but cannot sign in do not consume a Seat.
• Subscription Term — the trial period or the paid billing period for which you have subscribed.
• Plan — the tier of the Service you subscribe to, as described on our pricing page.

3. Registration and eligibility

You must be at least 18 years old and capable of forming a binding contract. The Service is intended for business use; it is not offered for personal or household purposes.

• You must provide accurate, current, and complete registration information and keep it up to date.
• You are responsible for maintaining the confidentiality of account credentials and for all activity carried out under your account, whether or not authorised by you.
• You must notify us promptly at support@illmsoft.com if you suspect unauthorised access.
• We may verify your email address before enabling sign-in, and may decline or withdraw registration where the Service is offered on an invitation-only or allowlisted basis.

4. Free trial

• New accounts start with a 30-day free trial that unlocks all features for a single Seat. No payment card is required to begin.
• One trial is permitted per organisation and per work email address. We may refuse or terminate trials that appear to circumvent this limit.
• At the end of the trial, access to the Service is suspended unless you subscribe to a paid Plan. Your Customer Data is retained in accordance with clause 16 so that you can subscribe or export it.
• Trial accounts are provided "as is" and may exclude support response targets and service level commitments.

5. Plans, fees, billing, and tax

• Current Plans, inclusions, and list prices are published on our pricing page. Prices are quoted per Seat per month in pounds sterling (GBP) unless otherwise agreed in writing.
• Paid subscriptions are invoiced in advance, monthly or annually according to the billing cycle you select. Annual commitments may be offered at a discounted rate.
• You are charged for the Seats provisioned on your account. Adding Seats mid-cycle is charged pro rata from the date of addition.
• Unless stated otherwise, prices exclude VAT and other applicable taxes, which are added where required by law. Where you are required to withhold tax, amounts payable to us are grossed up accordingly.
• Invoices are payable within the period stated on the invoice. We may suspend access to accounts with overdue amounts after giving reasonable written notice, and may charge interest on late payment at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.
• Billing questions: billing@illmsoft.com.

5.1 Price changes

We may change list prices. For existing subscriptions, price changes take effect at the start of your next renewal period and we will give you at least 30 days' notice by email. If you do not accept the change, you may cancel before renewal under clause 6.

6. Renewal, downgrades, and cancellation

• Subscriptions renew automatically for successive periods equal to the expiring term unless cancelled before the end of the current period.
• You may cancel at any time. Cancellation takes effect at the end of the current paid period; you retain access until then.
• Upgrades take effect immediately. Downgrades and Seat reductions take effect at the next billing cycle, and may reduce feature access, limits, and stored data allowances.
• Refunds. Annual plans may be refunded on a pro rata basis if cancelled within 30 days of the initial purchase. Monthly plans are non-refundable for the current period. Nothing in this clause limits statutory rights that cannot be excluded.

7. Customer Data and ownership

You retain all right, title, and interest in Customer Data. We claim no ownership of it. You grant us a worldwide, non-exclusive, royalty-free licence to host, copy, transmit, display, and process Customer Data solely to the extent necessary to provide, secure, support, and improve the Service, and as otherwise permitted by these Terms and our Privacy Policy.

• You are responsible for the accuracy and legality of Customer Data and for having the necessary rights, notices, and lawful basis to provide it to us — in particular for personal data relating to your own contacts and prospects.
• You must not upload special category personal data, payment card numbers, health records, or government identity numbers into free-text CRM fields unless expressly agreed with us in writing.
• We do not sell Customer Data, and we do not use Customer Data to train generally available AI models. See clause 10.
• You may export Customer Data at any time using the Service's export features and API.

8. Acceptable use

You must not, and must not permit any User or third party to:

• send unsolicited bulk or marketing email ("spam") through the Service, or use it in breach of the Privacy and Electronic Communications Regulations, UK GDPR, the CAN-SPAM Act, or comparable marketing laws;
• upload or distribute malware, or content that is unlawful, defamatory, or infringing;
• attempt to gain unauthorised access to the Service, other tenants' data, or underlying infrastructure, or probe, scan, or test its vulnerability without our prior written consent;
• reverse engineer, decompile, or attempt to derive source code, except to the extent such restriction is prohibited by applicable law;
• resell, sublicense, or provide the Service to third parties as a standalone commercial offering, or share a single Seat between multiple individuals;
• circumvent usage limits, Seat counts, rate limits, or Plan feature gating, or use automated means to place unreasonable load on the Service;
• use the Service to develop a competing product, or to benchmark it for publication without our prior written consent.

We may investigate suspected breaches and, where we reasonably consider that continued use poses a risk to the Service, other customers, or any person, suspend access immediately and notify you.

9. Users, Seats, and administrators

• Each sign-in User must have their own Seat and credentials. Credentials must not be shared.
• Your administrators can create, disable, and delete Users, assign roles, and access data within your account. You are responsible for their actions and for internal permissioning.
• Directory-only members may be assigned records but cannot sign in, and do not consume a Seat.
• You are responsible for informing your Users about how their data is handled within your account.

10. AI features

The Service includes AI-assisted features which may be limited by Plan and by monthly credit allowances, such as lead scoring, sentiment analysis, call summarisation, drafting assistance, and an AI assistant.

• Output is probabilistic. AI output may be inaccurate, incomplete, or unsuitable. You must review it before relying on it, and must not use it as the sole basis for decisions with legal or material consequences for individuals.
• Some AI features send data to third-party model providers acting as our sub-processors. We apply automated personal data reduction before transmission where technically feasible. Sub-processors are listed in our Privacy Policy.
• We do not use Customer Data to train generally available AI models.
• Credit allowances are consumed as AI features are used, do not roll over between periods, and have no cash value.

11. Third-party services and integrations

The Service can connect to third-party products such as email providers, payment processors, calendars, and social platforms. Those products are controlled by their own providers and governed by their own terms and privacy notices. Enabling an integration authorises us to exchange the data necessary to operate it. We are not responsible for third-party products, and their unavailability or change in functionality is not a breach of these Terms.

12. Availability, support, and pre-release features

• We target 99.9% monthly availability for the production Service, excluding scheduled maintenance, factors outside our reasonable control, and trial or pre-release features. Unless a separate written service level agreement is in place, this target is not a contractual commitment carrying service credits.
• We aim to give advance notice of planned maintenance likely to cause material interruption.
• Support channels and response targets depend on your Plan. General support: support@illmsoft.com.
• Features labelled beta, preview, or early access are provided for evaluation, may change or be withdrawn, and are excluded from availability targets and from the warranties in clause 17.

13. Confidentiality

Each party may receive non-public information of the other that is designated confidential or would reasonably be understood to be confidential. The receiving party will use it only to perform under these Terms, protect it with at least reasonable care, and not disclose it except to personnel and contractors bound by comparable obligations. These duties do not apply to information that is public through no breach, independently developed, or lawfully received from a third party, and do not prevent disclosure required by law provided reasonable notice is given where legally permitted.

14. Intellectual property

We and our licensors own all intellectual property rights in the Service, including its software, models, interfaces, documentation, and trade marks. These Terms grant you a limited, non-exclusive, non-transferable, revocable right to access and use the Service during the Subscription Term for your internal business purposes. No rights are granted other than those expressly stated.

If you send us feedback or suggestions, you grant us a perpetual, irrevocable, royalty-free licence to use them without restriction or obligation to you. We may use aggregated, de-identified statistical data derived from operation of the Service, provided it does not identify you, your Users, or any individual.

15. Suspension and termination

• You may terminate by cancelling your subscription and closing your account.
• We may suspend or terminate for material breach that remains unremedied 14 days after written notice; immediately for breach of clause 8 (Acceptable use) or non-payment after notice; or where required by law.
• We may discontinue the Service or a Plan on 90 days' notice, refunding any prepaid fees covering the period after discontinuation.
• On termination, your licence ends and access ceases. Clauses 7, 13, 14, 17, 18, 19, and 24 survive.

16. Data export and deletion after termination

For 30 days after termination or trial expiry, we retain Customer Data so you can export it or reactivate. We may make export available in a read-only or assisted form for suspended accounts. After that period, Customer Data is deleted from active systems, with backup copies expiring on our normal backup rotation, except where retention is required by law or to resolve a dispute. On written request before the 30-day period ends, we will provide a machine-readable export of Customer Data.

17. Warranties and disclaimers

We warrant that we will provide the Service with reasonable skill and care and substantially in accordance with our published documentation. Except as expressly stated and to the fullest extent permitted by law, the Service is provided "as is" and we exclude all other warranties, conditions, and representations, whether express or implied, including implied terms of satisfactory quality and fitness for a particular purpose. We do not warrant that the Service will be uninterrupted or error-free, that it will meet your requirements, or that AI output will be accurate.

18. Limitation of liability

Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability that cannot lawfully be limited.

Subject to that, and to the fullest extent permitted by law:

• neither party is liable for indirect, special, incidental, consequential, or punitive loss, or for loss of profit, revenue, anticipated savings, business, goodwill, or reputation, whether or not foreseeable; and
• each party's total aggregate liability arising out of or in connection with these Terms is limited to the total fees paid or payable by you in the 12 months immediately preceding the event giving rise to the claim, or £100 where no fees have been paid.

You remain responsible for maintaining your own backups of Customer Data where its loss would be materially damaging to you.

19. Indemnity

You will indemnify us against losses, liabilities, and reasonable costs arising from third-party claims relating to Customer Data or your use of the Service in breach of these Terms or applicable law, including claims that Customer Data infringes third-party rights or was processed without a lawful basis. We will notify you promptly of any such claim, allow you to control its defence with counsel of your choice, and provide reasonable cooperation at your expense. You may not settle a claim in a way that imposes obligations on us without our written consent.

20. Data protection

Where we process personal data contained in Customer Data on your instructions, you act as controller and we act as processor under the UK GDPR and, where applicable, the EU GDPR. Where we process account, billing, and website data for our own purposes, we act as controller. Our Privacy Policy describes both roles, the sub-processors we use, our international transfer safeguards, and retention periods.

Customer Data is hosted in the European Union (IONOS data centres). A Data Processing Agreement incorporating the required processor terms is available on request from privacy@illmsoft.com. We will notify you without undue delay after becoming aware of a personal data breach affecting Customer Data, and will assist you with data subject requests and impact assessments as reasonably required.

21. Changes to the Service and to these Terms

We continue to develop the Service and may add, change, or remove features. We will not materially reduce the core functionality of your Plan during a paid period without notice.

We may amend these Terms. For material changes we will give at least 30 days' notice by email to your account contact or by prominent notice in the Service, and will publish an updated version number and date above. Changes apply from the stated effective date; continued use after that date constitutes acceptance. If you do not accept a material change, you may terminate before it takes effect and receive a pro rata refund of prepaid fees for the unused period.

22. Force majeure

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including internet or hosting provider failure, denial-of-service attacks, acts of government, industrial action, epidemic, fire, flood, or war. Payment obligations already accrued are not excused.

23. General

• Entire agreement. These Terms, together with the documents they incorporate and any written order form, form the entire agreement and supersede prior discussions. Any purchase order terms you issue have no effect.
• Order of precedence. Where there is conflict, a signed order form or enterprise agreement prevails over these Terms, which prevail over other published materials.
• Assignment. You may not assign these Terms without our written consent, except to a successor of your business. We may assign to an affiliate or in connection with a merger or sale of assets.
• Subcontracting. We may use sub-processors and subcontractors to deliver the Service and remain responsible for their performance.
• Severability and waiver. If a provision is unenforceable, the remainder continues in force. Failure to enforce a right is not a waiver of it.
• Notices. We give notice by email to your registered account contact or in the Service. You give notice to support@illmsoft.com.
• No partnership. Nothing creates a partnership, agency, or employment relationship.
• Third parties. No one other than the parties has rights under these Terms under the Contracts (Rights of Third Parties) Act 1999.
• Publicity. We will not use your name or logo as a reference customer without your prior consent.

24. Governing law and jurisdiction

These Terms and any dispute arising out of them or their subject matter are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that either party may seek injunctive relief in any competent court to protect its intellectual property or confidential information. Before commencing proceedings, the parties will attempt in good faith to resolve the dispute by escalation between senior representatives for 30 days.

25. Contact

Questions about these Terms: support@illmsoft.com. Privacy and data protection: privacy@illmsoft.com. Billing: billing@illmsoft.com.