TERMS

Terms of Service.

Our terms, privacy commitments and information about how Clientavo handles your data.

1. Provider and agreement

Clientavo is operated by PAGE RULES Ltd., UIC 204067144, VAT BG204067144, registered office: 154 Maritsa Blvd., Entr. E, Fl. 4, Apt. E8, 4000 Plovdiv, Bulgaria ("Clientavo", "we", "us"). These Terms govern use of Clientavo by the business accepting them ("Customer", "you"). You must be at least 18 and authorized to bind that business. The service is offered for business use. This version takes effect for a Customer when accepted during registration or renewal following notice of a change.

2. What Clientavo provides

Clientavo is a website assistant platform for service businesses, initially supporting residential HVAC businesses. The assistant answers questions using approved business information, collects service enquiries and callback requests, and can arrange appointments in Clientavo Custom Calendar, the calendar built into Clientavo. With online booking off, the service still collects enquiries for your staff to follow up. A request for contact is not a confirmed appointment. An appointment is confirmed only after successful calendar confirmation. You remain responsible for providing the underlying service, staffing, prices, licences, availability and customer communications.

Features available in your purchased plan and supported integrations are described at checkout. Roadmap features are not included until released. Clientavo does not provide emergency dispatch or monitor emergency situations. Visitors facing immediate danger must contact the appropriate emergency services.

3. Accounts and authorized use

Provide accurate company, contact and billing information and complete required email verification. Protect credentials and access to your email. Notify us promptly of suspected unauthorized access. Give account access only to authorized people and remove it when no longer needed. You are responsible for their actions within your account, except to the extent caused by our failure to meet our obligations.

4. Trial, recurring charges and limits

The free trial lasts 14 days from activation in Billing. Creating an account or testing a preview does not by itself activate a trial. A payment card is required for trial activation.
The trial includes the conversation and AI processing allowances shown before activation and in your Billing page, whichever is reached first. These allowances cover the entire trial. Reaching either limit pauses the affected assistant usage. It does not authorize an early charge. You can choose and explicitly confirm an immediate paid upgrade.
Unless you cancel before the trial ends, the first subscription charge is taken when the trial ends, on day 15. The subscription is USD 199 per month, billed in advance and automatically renewed monthly until cancelled. Billing shows your actual trial end and renewal dates.
Paid-plan usage allowances and any optional charges must be displayed before purchase. We do not treat silence as approval of a separately chargeable add-on. Service interruptions due to exhausted trial allowances do not extend the trial automatically.
Cancel renewal through Billing or contact support before renewal if you cannot access it. Paid access normally continues until the current paid period ends. Cancelling renewal does not itself erase your records or request a refund.
Applicable taxes are shown at checkout and on invoices. Unless checkout expressly says otherwise, the subscription price excludes applicable taxes. Provide accurate legal name, address and tax identification; tax treatment depends on the transaction and applicable law.
A failed payment may restrict service. We will provide a way to update payment details and explain the account status. Do not use multiple accounts to evade trial or usage restrictions.

5. Seven-day first-payment refund

You may request a refund of the first subscription payment within 7 calendar days after that payment, once per business. Email support@clientavo.com from the account address and identify the invoice. Renewal payments are excluded from this voluntary guarantee, without limiting mandatory rights. A refund request and cancellation of renewal are separate actions: state if you also want renewal stopped. Approved refunds return to the original payment method; the time to appear depends on the payment provider and bank. The guarantee is a refund policy, not a promise of any number of leads, appointments, sales or savings.

6. Business content and visitor information

You keep ownership of content you supply. You authorize us to host, process and display it only as needed to provide, secure and support the service. Import only websites and material you have permission to use. Review imported information before publishing, maintain accurate prices and service areas, and remove outdated information. You are responsible for a suitable visitor privacy notice and a lawful basis for collecting and using visitor information, including follow-up calls.

7. AI output and service limitations

AI output can be incomplete or incorrect even when based on approved information. Review consequential information and handle requests needing human judgement. The assistant is not a professional diagnosis, emergency service or substitute for a licensed technician. Do not rely on it for hazardous repair instructions. We do not guarantee uninterrupted operation, error-free answers or a particular commercial result. External payment and communications services can be unavailable; an uncertain booking must not be represented as confirmed.

8. Acceptable use and intellectual property

Do not use Clientavo unlawfully, impersonate others, send unsolicited communications, infringe rights, upload malware, evade security or usage limits, or attempt to access another customer's data. Do not submit passwords, payment card details, government identification documents or sensitive health information through chats or knowledge imports. Clientavo and its software remain ours or our licensors' property. We grant you a limited, non-exclusive right to use the service during authorized access; this does not transfer ownership.

9. Privacy and processing

Our Privacy Policy explains our processing of website, account and business-contact data. For personal data processed on your behalf, the Data Processing Addendum forms part of these Terms and prevails over conflicting data-processing provisions. You control the purposes of your visitor-data processing. We do not promise legal compliance for your business merely because you use Clientavo.

10. Suspension, termination and data access

We may restrict service where reasonably necessary for non-payment, material breach, unlawful activity or a security threat. Where practicable and lawful, we will explain the reason and allow a reasonable opportunity to resolve it. Immediate action may be necessary to protect data or comply with law. You may stop renewal at any time. Either party may terminate for an uncured material breach after written notice and a reasonable opportunity to cure where the breach can be cured.

You can request export or deletion using the account privacy tools or support, subject to identity verification. Subscription cancellation alone is not an instruction to delete all data. On termination of processing, we will return or delete customer personal data under the DPA, except for lawful retention. Export before requesting deletion. Deleted information cannot be guaranteed recoverable.

11. Warranties and liability

We will provide the service with reasonable skill and care. Except for express commitments in this agreement and rights that cannot lawfully be excluded, no additional warranty of fitness, accuracy or availability is given. Neither party is liable for indirect or consequential losses, including lost profit or business opportunity, to the extent applicable law permits that exclusion.

To the extent legally permitted, each party's total liability arising from this agreement is limited to subscription fees paid or payable for the twelve months before the event giving rise to the claim. This limit does not excuse payment of agreed fees and does not limit liability that cannot legally be limited, fraud, wilful misconduct or gross negligence. Nothing limits a data subject's statutory rights or the powers of a regulator.

12. Applicable law and disputes

Bulgarian law governs this business-to-business agreement, without excluding mandatory protections that apply. Contact support first so the parties can attempt to resolve a dispute. Unresolved contractual disputes are subject to the competent courts in Plovdiv, Bulgaria, except where mandatory law requires another forum. This clause does not restrict a person's right to complain to a data-protection authority.

13. Changes and notices

We will give at least 30 days' notice by account email or in-app notice of a material adverse change to these Terms or subscription price. A price change applies no earlier than a renewal after that notice. You may cancel before it takes effect. Changes necessary for law or an urgent security issue may take effect sooner, with an explanation as soon as practicable. Keep your notification address current. Existing accepted terms apply until a notified change takes effect.

14. Demos and evaluation

Public demos use fictional records and may have separate availability and usage limits. Use fictional visitor details. They do not create real customer appointments or dispatch a technician. Preview responses are simulations and do not establish production leads or customer notifications. Do not use an evaluation environment as a live business system.

15. Contact

For support, billing, refunds or contractual notices: support@clientavo.com, or the registered address in section 1.

See our Privacy Policy and Security information.

Annex A — Data Processing Addendum

1. Parties, scope and instructions

This Addendum applies between the Customer and PAGE RULES Ltd. The Customer is the controller, or a processor authorized by its controller, and Clientavo is the processor or subprocessor for Customer Personal Data. Documented instructions comprise the agreement, enabled settings, approved business content and lawful requests made through the account or support. We process data only on these instructions, including for transfers, unless law requires otherwise; we will inform you of such a legal requirement unless prohibited. We will tell you if an instruction appears to infringe applicable data-protection law.

2. Processing description and duration

Processing consists of receiving, storing, organizing, retrieving, generating responses from, transmitting, restricting, exporting and deleting data to run the assistant, capture enquiries, arrange calendar appointments, provide notifications, reporting and support, and protect the service. It continues during the service and the period needed to return or delete data at its end.

Data subjects are website visitors, prospective customers, people requesting service, and authorized business users. Data may include names, email addresses, telephone numbers, service addresses and ZIP codes, conversation messages, voluntarily uploaded service photos, service requests, preferred times, consent records, contact and appointment status, blocked time and its notes, calendar link and event identifiers, and technical security identifiers. Sensitive or special-category information is not intended for the service.

3. Confidentiality and security

People authorized to process data must be bound by confidentiality. We will maintain security appropriate to the processing risk, including authenticated access, tenant access restrictions, role-based privileges, protected network transport, encrypted calendar credentials and sensitive notification payloads, controlled access to private uploads, incident handling, logging and backup/recovery procedures. We will periodically assess their effectiveness. No certification or absolute security guarantee is implied.

4. Assistance and incidents

Taking account of the processing and information available to us, we will assist with data-subject requests, security duties, impact assessments and consultations with supervisory authorities. We will notify the Customer without undue delay after becoming aware of a breach of Customer Personal Data, providing available information about its nature, likely consequences, affected categories, contact point and mitigation. Information may be provided in stages. The Customer remains responsible for its own notification obligations; our notification is not an admission of liability.

5. Subprocessors

The Customer gives general authorization for the providers listed below to process data as needed for their stated purposes. We will bind subprocessors to data-protection obligations appropriate to their work and remain responsible for their performance of those obligations. We will notify you at least 30 days before adding or replacing a subprocessor that will receive Customer Personal Data, allowing a reasoned data-protection objection. We will work to resolve it; if no reasonable solution is available, you may terminate the affected service before the change and receive a proportionate refund of unused prepaid fees for that service.

Provider	Purpose and relevant data
Render	Application hosting and background processing; service data processed by hosted components.
Supabase	Database, authentication and configured private storage; account and customer records.
OpenAI	Generating assistant responses from relevant conversation content, approved knowledge and permitted tool results.
Resend	Transactional email; recipient details, notification content and delivery information.
Cloudflare	Configured anti-abuse and challenge services; network, browser and challenge-validation information.

A calendar app or service that one of the Customer's users subscribes to with a private phone calendar link receives the appointment details in that link; the user chooses and controls that service. Stripe processes subscription payments; it may act as an independent controller for its own payment, fraud and regulatory purposes. Neither is described here as using all data solely on Clientavo's instructions. We will provide the current contracting entities, applicable processing locations and transfer safeguards on request before processing that requires them.

6. International transfers

Where Customer Personal Data is transferred outside the EEA to a destination without an applicable adequacy decision, we must put in place a valid transfer mechanism before the transfer, such as the applicable European Commission Standard Contractual Clauses, together with required assessments and supplementary measures. An adequacy framework can be relied on only where the recipient and transfer are covered. This Addendum does not itself constitute execution of transfer clauses with a provider. We will supply information about the applicable safeguards and how to obtain a copy on request.

7. Return, deletion and retained copies

At the end of processing, at your choice we will return Customer Personal Data in an available export format or delete it, and delete remaining copies unless law requires retention. We will agree practical export and deletion arrangements promptly through the account tools or support. Pending resolution of an uncertain booking or an applicable legal hold may require restricted retention; we will explain the reason where permitted. Backup copies are isolated from ordinary use and expire under the applicable backup rotation; if restored, deletion instructions must be reapplied. Cancelling renewal alone does not request account deletion.

8. Demonstrating compliance

We will provide information reasonably necessary to demonstrate compliance and allow and contribute to audits by you or an independent auditor bound by confidentiality. Start with available documentation and remote review where sufficient. Coordinate timing and scope to protect other customers, confidential information and service availability. Reasonable notice normally applies, but must not prevent a required regulator audit or urgent investigation. Any allocation of exceptional audit costs must be agreed and must not obstruct statutory rights. Notify us promptly of identified deficiencies so they can be addressed.

9. Customer responsibilities and priority

You must have a lawful basis and provide required notices, collect only necessary information, maintain appropriate access permissions and give lawful instructions. Notify us of requests or incidents requiring our assistance. This Addendum does not reduce rights under applicable data-protection law and prevails over inconsistent processing terms. Liability is governed by the Terms only to the extent the limitation is legally permitted.