Terms & conditions
Effective Date:
July 17, 2025
Acceptance of These Terms
All access to and use of Customer Pulze B.V. (“Customer Pulze,” “we,” “us,” or “our”) services, including our website at https://customerpulze.com (the “Site”) and any related applications, integrations, or offerings (collectively, the “Service”), is governed by these Terms of Service (the “Terms”). By clicking “Accept,” creating an account, or otherwise using the Service, you (“you” or “Customer”) acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and our Data Processing Addendum (DPA), each of which is incorporated herein by reference. If you do not agree, you must immediately cease accessing and using the Service.
Modifications to the Terms
We may update these Terms at any time at our sole discretion. When we do, we will post the revised Terms on the Site and update the “Last Updated” date. For material changes, we will also notify you via email or in-app notification. Your continued use of the Service after such changes become effective constitutes acceptance of the new Terms. We encourage you to revisit this page periodically.
Privacy and Data Processing
Your privacy is important. Our Privacy Policy (https://customerpulze.com/privacy) explains how we collect, use, and disclose personal data. The DPA further governs how we process personal data on your behalf. By using the Service, you consent to the collection and use of data as described in these documents.
Account Registration and Security
To access certain features, you may register for an account by providing accurate, current, and complete information. You are responsible for safeguarding your password and any device passwords or two-factor authentication credentials. You agree to notify us immediately if you suspect any unauthorized use of your account. We will not be liable for any loss or damage arising from your failure to keep your account information secure.
Service Description and Integrations
Customer Pulze is a conversational intelligence platform that aggregates customer-facing interactions (e.g., meetings, emails, support tickets), applies AI-driven analysis, and surfaces actionable insights to help SaaS companies understand customer needs, improve retention, and accelerate product-market fit. We integrate with a variety of third-party tools (e.g., Zoom, Microsoft Teams, Slack, Google Meet, Salesforce). Use of those tools remains subject to the terms and privacy policies of their respective providers.
Availability, Maintenance, and Updates
We strive for high availability and performance, but do not guarantee uninterrupted or error-free operation. We may schedule maintenance or deploy updates at our discretion, and will endeavor to notify you in advance when feasible. You agree that Customer Pulze will not be liable for any downtime or service interruptions.
Data Retention and Storage Limits
We may impose limits on data storage, retention periods, and usage metrics. You acknowledge that Customer Pulze has no obligation to back up your data beyond these limits and may delete or archive content in accordance with our retention policies. We reserve the right to terminate inactive accounts after extended periods of non-use.
Customer Data Ownership and License
You retain all right, title, and interest in and to any data you upload or otherwise provide to the Service (“Customer Data”). You grant Customer Pulze a worldwide, non-exclusive, royalty-free license to use, copy, store, transmit, and display Customer Data solely to provide, improve, and develop the Service.
Usage Data and Analytics
We may collect and analyze anonymous or aggregated usage statistics (“Usage Data”) to monitor Service performance, diagnose problems, and improve our offerings. Usage Data does not include personally identifiable information unless expressly provided by you.
Proof-of-Concept and Trial Access
Trial or pilot access (“Evaluation Services”) may be offered at our discretion. Evaluation Services are provided free of charge and may be terminated by either party at any time without notice. Upon termination or expiration of the trial period, your access will cease immediately.
Fees, Payment, and Taxes
Paid plans, pricing tiers, and payment terms are set forth in your executed Order Form or subscription agreement. You agree to pay all fees when due. Past-due amounts may incur interest at the lesser of 1% per month or the maximum rate allowed by law, and may result in suspension of Service until payment is made. All fees exclude applicable taxes, which you are responsible for paying.
Refunds and Cancellations
Except as otherwise specified, all payments are final and non-refundable. You may cancel your subscription at any time, but no refunds will be provided for pre-paid periods.
Acceptable Use and Prohibited Activities
You and your authorized users agree not to:
Use the Service for unlawful purposes or in violation of any applicable laws or regulations.
Upload Customer Data that infringes third-party rights or contains harmful content (e.g., malware, defamatory material).
Reverse-engineer, decompile, or attempt to extract source code from the Service.
Share account credentials or sublicense access to unauthorized parties.
Interfere with or disrupt the security or functionality of the Service.
Use the Service in a manner that unreasonably burdens our infrastructure or degrades the experience of other users.
Competitor Restriction
Employees, contractors, or agents of direct competitors of Customer Pulze may not access or use the Service without our express prior written consent.
Intellectual Property Rights
All rights to the Service, including software, content, trademarks, and logos, are owned by Customer Pulze or our licensors. No rights are granted except as explicitly set forth in these Terms. You may not use our trademarks or branding without prior written approval.
Removal of Customer Data
While we do not pre-screen Customer Data, we reserve the right to remove or disable access to any data that, in our judgment, violates these Terms or applicable law.
Feedback
We welcome suggestions. Any feedback you provide is non-confidential and may be used by Customer Pulze for any purpose without obligation of attribution or compensation.
Marketing Reference
Unless you opt out, you grant Customer Pulze permission to feature your company name and logo in our marketing materials and customer lists for the duration of your active subscription. To opt out, contact support@customerpulze.com.
Communications
We may send you administrative messages, service announcements, and marketing materials via email or in-app notifications. You can manage your email preferences in your account settings or by following the unsubscribe instructions in our marketing emails.
Third-Party Services
Integrations with third-party products are provided for convenience. We do not control those services and are not responsible for their availability, content, or privacy practices. Your use of third-party services is governed by their own terms.
Indemnification
You agree to indemnify, defend, and hold harmless Customer Pulze, its affiliates, and their respective officers, directors, employees, and agents from any claim or demand (including attorneys’ fees) arising out of or relating to (i) your violation of these Terms, (ii) your use of the Service, or (iii) your Customer Data.
Disclaimer of Warranties
THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE,” WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, CUSTOMER PULZE’S AGGREGATE LIABILITY FOR ALL CLAIMS ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE WILL NOT EXCEED THE AMOUNTS PAID BY YOU TO CUSTOMER PULZE IN THE SIX MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY, OR €100, WHICHEVER IS GREATER. IN NO EVENT WILL CUSTOMER PULZE BE LIABLE FOR ANY INDIRECT, CONSEQUENTIAL, SPECIAL, OR PUNITIVE DAMAGES.
Term, Renewal, and Termination
Your subscription begins on the date you accept these Terms and continues for the period specified in your Order Form. Subscriptions automatically renew for successive terms unless either party gives notice of non-renewal at least 30 days prior to the end of the then-current term. Either party may terminate for uncured material breach or insolvency. Upon termination, your right to use the Service ends immediately, and we will provide a 30-day export window for your Customer Data.
Survival
Provisions regarding fees, confidentiality, intellectual property, disclaimers, limitations of liability, indemnification, and governing law survive termination.
Governing Law and Dispute Resolution
These Terms are governed by the laws of the Netherlands. Any dispute arising under or in connection with these Terms will be subject to the exclusive jurisdiction of the courts in Amsterdam.
Notices
We may provide notices by email, through the Service, or by posting on the Site. You agree that electronic communications satisfy any legal requirement for written notice.
Insurance
We maintain commercially reasonable insurance coverage, including cyber liability, appropriate to our business activities. Upon request, we can provide certificates of insurance.
If you have questions about these Terms, please contact us at:
📧 support@customerpulze.com
🏢 Customer Pulze B.V., VaartserijnStraat 92, 3523 TE, Utrecht, The Netherlands
