Terms of Service

These terms govern your use of the Noria CRM service. By opening a workspace, signing in, or letting anyone in your organisation use the service, you agree to them. If you are agreeing on behalf of an organisation, you are confirming that you may bind it.

The service is sold to organisations rather than to individuals. Throughout, “you” means the organisation that holds the workspace, and “we” means Noria Technologies LTD, a company incorporated in Kenya and operating from Nairobi.

1. What the service is

A sales CRM that your team uses through a web application. It records accounts, contacts, deals, tasks and activities; it sends and receives WhatsApp and SMS messages on your behalf; it can request and reconcile customer payments; and it uses AI to turn what your reps write or say into structured records and suggestions.

We may change how the service works. Where a change removes a capability you rely on, we will give you notice before it takes effect. Everything else may change without notice, including the appearance of the application and the models behind AI features.

2. Your workspace and the people in it

A workspace belongs to your organisation, not to the person who opened it. Each person who uses the service needs their own seat, and seats are not to be shared between people. You are responsible for what anyone signed into your workspace does, whether or not you authorised it.

You decide who has access and what they may do. Removing somebody from your organisation is your job, and we will act on what your workspace says rather than on what your payroll says.

Keep sign-in credentials private. Tell us as soon as you believe an account has been taken over.

3. Your data

Everything you and your team put into the workspace stays yours. That includes the records you create, the messages you send and receive through the service, the files you upload, and anything the AI produced from them once you accepted it.

We hold that data to run the service for you. We do not sell it, we do not share it with other customers, and we do not use it to train AI models for anyone else. The Data Processing Addendum sets out what we may and may not do with it in detail and forms part of these terms.

You can export your records at any time while your workspace is open.

4. What we need from you

You must have the right to put into the service every piece of information you put into it. That matters most for personal data about people who are not your staff: the contacts your reps add, the phone numbers they message, the recordings they capture. Where the law requires you to have a lawful basis or a consent before you process somebody’s data, having it is your responsibility, not ours.

The Acceptable Use Policy lists what the service may not be used for. It forms part of these terms, and breaking it is a breach of them.

5. Messaging

When the service sends a WhatsApp or SMS message, it is sent as you and it is your message. You are the sender in law and in the eyes of the person receiving it.

That carries three obligations. You must have a lawful basis to contact the person. You must honour an opt out, promptly and across every channel. And you must comply with the rules of the networks the message crosses, including the WhatsApp Business Messaging Policy and the rules of the mobile operators carrying your SMS.

The service records consent and withdrawal against each contact and will refuse to send where consent is missing. That is a control we give you, not a judgment we make for you. If a network, operator or regulator restricts or charges you for your messaging, that is between you and them.

6. Collecting money

Where the service requests a payment from your customer, the money moves between your customer and your own merchant account with your own provider. It does not pass through us. We are not a bank, a payment service provider, or a party to the payment.

What we do is ask on your behalf, record what came back, and match it against the deal. Provider fees, settlement times, reversals and disputes are between you, your customer and your provider. You are responsible for the accuracy of what you ask for, including tax.

7. AI features

Parts of the service use AI: turning a note or a voice message into an activity, drafting a reply, scoring an account, suggesting the next step.

Three things are worth stating plainly. AI output is a suggestion until a person accepts it, and the service is built so that nothing an AI produced is filed without somebody agreeing to it. AI output can be wrong, including confidently wrong, and you should not rely on it for legal, financial, or tax decisions. And your content is sent to the model providers listed in our sub-processors in order to produce that output, under terms that forbid them using it to train their models.

We cap AI spending per workspace. When a workspace reaches its cap, AI features stop until the next period or until the cap is raised. The rest of the service keeps working.

8. Fees

You pay for the plan and the number of seats you have agreed, in advance, in the currency on your invoice. Fees exclude taxes unless the invoice says otherwise, and any tax that applies is added.

Adding seats mid-period is charged for the rest of that period. Removing seats takes effect at the next renewal, and we do not refund a seat you stop using partway through a period.

Invoices are due within the period stated on them. Where an invoice is overdue we may suspend the workspace after giving you notice and a chance to settle. Suspension does not delete anything.

We may change our prices. A change applies to your next renewal, and we will tell you before that renewal rather than at it.

9. Trials and pilots

Where we give you a trial, it runs for the period we agreed and then stops. Trials are provided as they are, with no promise about availability, and we may end one at any time. Anything you put in during a trial is yours and can be exported.

10. Availability

We work to keep the service available and we will tell you about planned maintenance in advance where we reasonably can. We do not promise a particular level of uptime in these terms. If you need one, it goes in a separate written agreement.

The service depends on networks and providers outside our control, including mobile operators, WhatsApp, payment providers and model providers. An outage at one of those is not a failure of the service, though we will tell you what we know.

11. Suspension

We may suspend a workspace, or a person’s access to it, where it is being used in breach of the Acceptable Use Policy, where an invoice is overdue after notice, or where continuing would expose us or somebody else to legal risk or harm.

We will tell you why and, where the cause can be fixed, what fixing it looks like. Suspension leaves your data intact and is not deletion.

12. Ending the agreement

You may close your workspace at any time. We may end this agreement by giving you notice before your next renewal, or immediately where you are in material breach and have not fixed it within a reasonable period after we asked.

When the agreement ends, access stops. Your data stays recoverable for 30 days, during which you may export it and you may ask us to delete it sooner. After that it is deleted from our systems, and then from our backups as those backups age out. The Data Processing Addendum sets out the detail.

Fees already due stay due, and we do not refund the unused part of a period unless we ended the agreement without cause.

13. What we promise, and what we do not

We promise that we have the right to provide the service and that we will provide it with reasonable care and skill.

Beyond that, the service is provided as it is. We do not promise it will be uninterrupted or error free, that it will meet a requirement you have not told us about, or that AI output will be accurate. To the extent the law allows, all other warranties are excluded.

Nothing in these terms limits liability that cannot lawfully be limited, including for death or personal injury caused by negligence, or for fraud.

14. Liability

Neither of us is liable to the other for loss of profit, loss of business, loss of anticipated savings, or any indirect or consequential loss.

Except for liability that cannot lawfully be limited, and for your obligation to pay fees, each party’s total liability arising out of this agreement in any twelve month period is limited to the fees you paid in the twelve months before the claim arose.

15. Indemnity

You will cover us against claims brought by a third party arising from your use of the service in breach of these terms or the Acceptable Use Policy, including claims about messages sent through your workspace and claims about data you had no right to put into it.

16. Confidentiality

Each of us may learn things about the other that are not public. Neither will disclose them except to people who need to know and are under a duty of confidence, or where the law requires it. This survives the end of the agreement.

17. Changes to these terms

We may change these terms. Where a change materially affects your rights we will tell you at least 30 days before it takes effect, and you may end the agreement before it does rather than accept it. Other changes take effect when published.

The date at the top of this page is the date it last changed.

18. General

These terms, together with the Data Processing Addendum, the Acceptable Use Policy and any order we have both signed, are the whole agreement between us and replace anything said before.

You may not transfer this agreement without our written agreement. We may transfer it to a company that acquires our business, on notice to you.

If a court finds part of these terms unenforceable, the rest continues to apply.

A delay in enforcing a term is not a waiver of it.

19. Law and disputes

This agreement is governed by the laws of the Republic of Kenya, without regard to conflict of laws rules. The courts of Kenya have exclusive jurisdiction over any dispute arising from it, subject to any mandatory protections that apply to you.

Before starting proceedings, each of us will raise the issue in writing with the other and give a reasonable period to resolve it.

20. Contact

Write to [email protected], or to Noria Technologies LTD, Nairobi, Kenya.