Terms of Service — SaaS Platform (CRM)

Introduction

These Terms apply to use of our CRM platform (the "Platform") available at `crm.soulbe.io`. These Terms supersede the general site Terms of Service with respect to activities within the Platform.

By accessing or using the Platform, you (the Customer / Subscriber) confirm that you have read, understood, and agreed to these Terms. If you are using on behalf of an organization — you represent that you are authorized to bind that organization.

1. Service Definition

The Platform is a cloud service in White Label form built on GoHighLevel / LeadConnector infrastructure, including:

• Lead, contact, and sales pipeline management.
• Marketing automation (email, SMS, WhatsApp).
• Landing page and funnel builder.
• Calls, recordings, transcriptions.
• Integrations with third-party systems via API/Webhooks.

Who may not use the Platform:

• Persons under age 18.
• Anyone previously suspended by us or by GoHighLevel.
• Prohibited uses as detailed in section 7 below.

2. Registration and Authorized Users

• You are responsible for the accuracy of registration details.
• You are responsible for all users you add to your account (Authorized Users).
• You are responsible for maintaining password confidentiality.
• Enforcing 2FA is recommended.

Re-authentication: 2FA may be required again after X days, unusual IP change, or suspicious activity.

3. Subscription Plans and Billing

3.1 Billing Structure

• Monthly or annual subscriptions, auto-renewing at the end of each cycle.
• Different plans priced by usage volume (number of users, contacts, messages, etc.).
• Prices published on the site or set in a specific quote. Do not include VAT unless otherwise stated.

3.2 Recurring Billing and Overage

• Monthly subscription: Billed on the same date of the month (if the 31st — last day of next month).
• Overage usage — billed per rate defined in the plan.
• Plan change — Upgrade takes effect immediately with prorated billing; downgrade takes effect from next billing cycle.

3.3 Payment Methods

• Credit cards, bank transfer, or PayPal (per plan).
• Failed billing — 3-step notification (day 1, day 3, day 7). If unresolved within 14 days — access suspended. If not within 30 days — account closure.

3.4 Price Changes

We will notify at least 30 days before any price change. Change takes effect from next billing cycle. If you disagree — you may cancel the subscription before renewal.

4. Cancellation and Refunds

• Customer cancellation: May cancel at any time via interface or by contacting hello@soulbe.io. Cancellation takes effect at the end of the current billing cycle.
• Statutory cancellation (Israeli Consumer Protection): Private (non-business) customers may cancel within 14 days of receiving access. Lawful cancellation fees may apply if the service was activated.
• No refunds for periods that have commenced.
• Cancellation by us: 30 days' advance notice for business reasons; immediate termination in case of material breach.

5. Data Export at Termination

• 30 days from account termination — structured export (CSV/JSON) of contacts, opportunities, conversations, custom fields.
• After 90 days from termination — full deletion from Production. Backups for an additional 30 days.
• "Manual migration" service available on request at hourly rates.

6. Customer Content

• Ownership — The Customer retains all rights in content and data uploaded.
• License to us — Limited license to store, process, display, and transmit content solely for the purpose of providing the service.
• Content responsibility — The Customer is responsible for content legality, consents obtained, and copyright.
• Backup — We perform reasonable backups, but the Customer is responsible for independent backup of critical data.

7. Acceptable Use Policy

7.1 Permitted Use

For legitimate business purposes in accordance with law, these Terms, and the usage rules of sub-providers (GHL, WhatsApp Business, Twilio).

7.2 Prohibited Use (Immediate Suspension!)

• Spam — Sending emails/SMS/WhatsApp/calls to anyone who did not consent or who requested removal. TCPA, CAN-SPAM, GDPR, and the Israeli "anti-spam law" (Amendment 40 to the Communications Law) prohibit this.
• Fraud — Phishing, false representations, impersonation, scams.
• Offensive / unlawful content — Racist, threatening, pornographic, child-harmful, misleading content.
• Copyright or trademark infringement.
• Technical misuse — Intrusion, scraping, bots exploiting the API beyond rate limits, attempts to circumvent controls.
• Excessive load — Use that impairs Platform performance for other users.
• Unauthorized transfer — Selling or renting your account access to a third party without written consent.
• Multiple accounts — Creating multiple accounts to circumvent plan limits.

Consequences of violation: Immediate suspension, account closure, charges for damages, and reporting to authorities if needed. No refund for closure due to violation.

7.3 Compliance with Spam and Telemarketing Laws

The Customer undertakes to:

• Obtain explicit consent (opt-in) before sending marketing messages.
• Include an active "Unsubscribe" option in every message.
• Maintain consent records.
• Comply with DNC (Do Not Call) laws in their jurisdiction.
• With respect to WhatsApp: Comply with Meta WhatsApp Business Policy.

8. Service Availability (SLA)

• Target: 99.5% monthly uptime (excluding planned maintenance with advance notice).
• Planned maintenance announced at least 48 hours in advance (except in emergency).
• We do not commit to a formal SLA on standard plans. Enterprise plans may include contractual SLA with defined credits.

We are not liable for downtime originating from sub-providers (GHL, communication providers, payment providers).

9. Third-Party Services

The Platform integrates third-party services. Their terms of use apply to you:

• GoHighLevel Terms
• WhatsApp Business Policy
• Twilio AUP
• Stripe Services Agreement

We are not liable for changes, discontinuations, or decisions by those providers.

10. Intellectual Property

• Platform ownership — Belongs to SoulBe and its licensors (including GoHighLevel/LeadConnector).
• License to use — You receive a limited, personal, non-exclusive, non-transferable license — to use the Platform for the subscription period.
• Prohibited: Copying, reverse engineering, creating derivatives, selling, renting, sublicensing.
• Feedback — Sharing feedback does not grant you rights, and we may use it without compensation.

11. Limitation of Liability

• The service is provided "AS-IS" and "AS-AVAILABLE", without express or implied warranties.
• To the maximum extent permitted by law: our aggregate liability for any cause shall not exceed the amount you paid in the 12 months preceding the event.
• In no event are we liable for indirect damages: lost profits, lost data, lost opportunities, reputational damage, or lost leads.
• These limitations apply even if we have been advised of the possibility of such damage.

12. Indemnification

The Customer undertakes to indemnify SoulBe against any claim arising from:

• The Customer's breach of the Terms or of spam/privacy laws.
• Content the Customer uploaded to the Platform.
• Use of the Platform for unlawful activity.
• An end-user request of the Customer against SoulBe rooted in the Customer's omission.

13. Changes to Terms

We will notify 30 days in advance of material changes, by email and within the Platform. Continued use after effect = agreement.

14. Force Majeure

We are not liable for delay or non-performance due to events beyond our control: act of God, war, pandemic, regulatory action, discontinuation of service by GHL or a critical infrastructure provider.

15. Confidentiality

The parties undertake to maintain confidentiality of confidential information. This obligation continues after termination of the engagement.

16. Assignment

You may not assign your rights under the Terms without our written consent. We may assign in the context of a merger/acquisition.

17. Severability and Waiver

If any provision is deemed void — the rest remain in effect. Non-enforcement of a right does not constitute waiver.

18. Governing Law and Jurisdiction

Laws of the State of Israel only. Exclusive jurisdiction — the competent courts in the Tel Aviv-Jaffa District.

19. Entire Agreement

These Terms, together with the Privacy Policy, DPA, and the specific quote/contract (if any), constitute the entire agreement. Supersede any prior agreement.

20. Contact Us

• Email: hello@soulbe.io
• WhatsApp: +972-52-712-2383