Terms of Service

1. The service and who provides it

OnboardingCustomers is a software service for managing the onboarding of business customers. It builds onboarding plans from statements of work and CRM deals, provides branded customer portals with tasks, forms, document requests, electronic signatures and kickoff booking, sends reminders, scores account health and supports handoff to Customer Success. The service is provided by the administrator of the onboardingcustomers.com service ("we" or "us"), reachable at [email protected].

The service is intended for businesses. By accepting these terms on behalf of a company you confirm that you are authorised to bind it, and "you" means that company.

2. Accounts

• You must provide accurate information and keep it current. Each team seat belongs to one named person and may not be shared.
• You are responsible for keeping sign-in details and magic links confidential and for all activity in your workspace.
• The workspace owner controls members, roles, integrations and billing. Tell us at once at [email protected] if you suspect unauthorised access.
• Customer contacts you invite to a portal use it on your behalf. You are responsible for inviting the right people and revoking links that are no longer needed.

3. Plans and subscriptions

• Paid plans are subscriptions billed in advance, monthly or yearly, at the price shown on the pricing page and at checkout. Prices are in US dollars and exclude taxes unless stated otherwise.
• Your subscription renews automatically at the end of each billing period for the same period length until you cancel it. The renewal charge is taken from the payment method on file.
• One workspace has one subscription. To change plans, use the plan change in your billing settings rather than buying a second subscription.
• When you move to a higher plan or from monthly to yearly billing, the prorated difference for the rest of the current period is charged immediately. The higher plan becomes active once that payment succeeds. If it does not succeed, you stay on your current plan.
• When you move to a lower plan, the change takes effect at the next renewal and no amount is returned for the current period.
• You can cancel at any time in your billing settings. Cancelling stops the next renewal. You keep access until the end of the period already paid for.
• Payments are final, except as set out in our Refund Policy, which forms part of these terms.
• We may change prices for future periods. A price change applies from your next renewal after we give you notice, and you may cancel before it applies.

4. Plan limits

Each plan includes the limits shown on the pricing page, such as active onboardings, team seats, AI onboarding plans per month, AI actions per month, e-signatures per month, storage and CRM integrations. Monthly allowances are consumption within the billing period: deleting a plan, a document or an onboarding does not return a used allowance. When a limit is reached, the related action is paused until the next period or until you move to a higher plan. Customer portal users are not limited on any plan.

5. Your data

• You keep all rights in the data you and your customer contacts put into the service, including plans, files, form answers, signed documents and CRM data ("Customer Data").
• You grant us a limited right to host, process and transmit Customer Data only as needed to provide, secure and support the service, and as described in our Privacy Policy.
• For personal data within Customer Data, you are the controller and we act as your processor. You are responsible for having a lawful basis to upload it and for informing the people concerned.
• You can export your plans at any time while your subscription is active. After the account is closed, Customer Data is deleted as described in the Privacy Policy.

6. AI-generated output

Onboarding plans, reminder drafts, blocker scans and handoff briefs are generated with the help of an AI model from the text you provide. Output can be incomplete or inaccurate, may differ between runs, and depends on the quality of the input. You are responsible for reviewing output before you share it with a customer or rely on it. Output is not legal, financial or professional advice. You may use the output you generate for your own business.

7. Electronic signatures

The service records signing events and a document hash to help you evidence a signature. Whether an electronic signature is valid for a particular document depends on the law that applies to that document, and you are responsible for choosing documents that may be signed this way.

8. Acceptable use

You may not, and may not allow others to:

• upload unlawful content, malware or content that infringes the rights of others;
• use the service to send unsolicited messages or to collect data from people without a lawful basis;
• access another workspace, probe or bypass security controls, or overload the service;
• resell the service, share seats between people, or create several accounts to avoid plan limits;
• copy, reverse engineer or build a competing product from the service, except where the law expressly permits it.

We may suspend access that breaches this section, with notice where it is reasonable to give it.

9. Third-party services

When you connect HubSpot, Salesforce or Pipedrive, your use of those products is governed by your agreement with their provider. We are not responsible for their availability or for changes to their interfaces, although we keep the integrations working within reasonable effort.

10. Availability and support

We aim to keep the service available at all times, apart from planned maintenance and events outside our reasonable control. We do not guarantee uninterrupted availability and do not offer a contractual uptime commitment. Support is provided by email at [email protected].

11. Chargebacks

If you believe a charge is wrong, contact us first as described in the Refund Policy. Opening a chargeback or payment dispute without first contacting us is a breach of these terms. When a chargeback is raised, we provide our records of the subscription to the card issuer and may close the account.

12. Liability

The service is provided as described on our website. To the extent permitted by law, we do not give any other warranties, express or implied. To the extent permitted by law, neither party is liable for indirect or consequential loss, lost profits, lost revenue or lost data, and our total liability arising from these terms in any 12 months is limited to the amount you paid us for the service in those 12 months. Nothing in these terms limits liability that cannot be limited by law.

13. Termination

You can stop using the service at any time by cancelling your subscription and closing the account. We may suspend or terminate an account that materially breaches these terms, that fails to pay amounts due, or where the law requires us to. On termination, access ends and Customer Data is deleted as described in the Privacy Policy.

14. Changes to these terms

We may update these terms when the service or the law changes. Material changes are announced by email to workspace owners or in the application before they take effect. Continuing to use the service after that date means you accept the updated terms.

15. Governing law

These terms are governed by the laws of the country where the administrator of the service is established. Disputes are resolved by the competent courts of that country, unless mandatory law gives you the right to bring a claim elsewhere.

16. Contact

Questions about these terms go to [email protected].