Terms of service

01About these terms

These terms apply to your use of this website and to the services Vectral (“we”, “us”, “our”) provides to your business. Together with your proposal or quote (your “Proposal”), they form the agreement between us. If anything in your Proposal conflicts with these terms, the Proposal takes priority.

Our services are for businesses, not consumers. By accepting a Proposal, you confirm that you’re acting for your business and have authority to agree to these terms on its behalf.

02Our services

We design, build, host and support bespoke CRM systems. Depending on your Proposal, this may include:

• discovery sessions and designing your CRM around how you work
• building and configuring your CRM
• add-ons such as WhatsApp integration, email sync, automations, reporting, quotes, bookings and payments
• moving your existing data across
• training your team
• ongoing hosting, maintenance and support

Your Proposal sets out the agreed scope, timeline and fees.

03Demo access

A demo login lets you explore a working sample CRM before you commit. It’s free, provided as is and for evaluation only. Please use sample information and don’t enter real customer data. We may reset or remove demo accounts at any time.

04Fees

• Setup fee: a one-off fee for designing and building your CRM, as set out in your Proposal.
• Add-ons: priced individually in your Proposal, as one-off or recurring fees.
• Hosting fee: a recurring fee for hosting, maintaining and supporting your CRM. It starts when your CRM goes live and is billed in advance for each period stated in your Proposal.
• Third-party costs: some services you choose charge their own fees, such as messaging charges on the WhatsApp Business Platform. These are your responsibility unless your Proposal says otherwise.

Quotes are valid for 30 days. Unless stated otherwise, our fees exclude VAT, which we’ll add where it applies.

05Payment

Unless your Proposal says otherwise, we may ask for a deposit before work begins, and invoices are payable within 14 days. If an invoice is overdue, we may charge interest under the Late Payment of Commercial Debts (Interest) Act 1998 and, after giving you written notice, pause work or hosting until it’s paid.

06Build, testing and launch

We’ll keep you updated as we build and give you access to test your CRM before launch. When we tell you a stage is ready, you’ll have 10 working days to report anything that doesn’t match the agreed scope. We’ll fix those issues, and the stage counts as accepted once they’re resolved, when the 10 days pass without a report, or when you start using the CRM in your business.

Changes to the agreed scope are welcome. We’ll confirm the cost and any effect on the timeline before we make them.

07Your responsibilities

To help us deliver on time, you agree to:

• give us the information, access and feedback we need, when we need it
• make sure you have the right to use any data and content you give us, and that your use of the CRM complies with the law, including data protection and marketing rules
• keep your team’s login details secure and tell us promptly about any unauthorised access
• not use the CRM or this website for anything unlawful or harmful, or try to disrupt them or gain unauthorised access

Delays in getting information or feedback to us may affect the timeline.

08Hosting, maintenance and support

We host your CRM on secure, professionally managed cloud infrastructure, so there’s nothing for you to install or run. Your hosting fee covers:

• hosting and the infrastructure your CRM runs on
• routine maintenance and security updates
• monitoring, and fixing faults in the features we’ve built
• reasonable support for your team

We choose and manage the infrastructure providers we use, and we may change them as long as it doesn’t reduce the security or performance of your CRM.

We work hard to keep your CRM available, but we can’t guarantee uninterrupted service. We may need short maintenance windows, which we’ll schedule outside normal working hours where possible. We aren’t responsible for outages caused by third-party providers or by events outside our reasonable control.

Hosting fees reflect typical usage for a business of your size. If your storage or usage grows significantly, or our costs change, we may adjust your hosting fee by giving you at least 30 days’ written notice. New features and larger changes aren’t covered by the hosting fee; we’ll quote for them separately.

09Your data

You own the data you and your team put into your CRM. We process it only to provide our services, as your processor, under the data processing terms that form part of our agreement and in line with our privacy policy.

You can ask for an export of your data at any time, in a standard format such as CSV. When our agreement ends, we’ll make a final export available for 30 days and then securely delete your data, unless the law requires us to keep it.

10Intellectual property

Your branding, content and data remain yours. We keep ownership of the software, code, designs and tools we create or use to build and run your CRM, including components we reuse across projects.

While your hosting is active and your account is paid up, your business has a non-exclusive licence to use your CRM. If you’d like to move your CRM to your own infrastructure, we can discuss a handover of the code under a separate agreement.

11Third-party services

Integrations such as WhatsApp, email, payment and calendar services are provided by third parties under their own terms. We’ll connect and maintain the integrations we build, but we aren’t responsible for changes, outages or pricing decisions made by those providers.

12Confidentiality

We’ll keep your business information confidential and use it only to provide our services. We ask you to do the same with ours, including our pricing and anything we share about how our software works. This doesn’t apply to information that’s already public or that either of us is required by law to disclose.

13Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that can’t be limited by law.

Otherwise, neither of us is liable for indirect or consequential loss, or for loss of profit, revenue, business or goodwill. Our total liability under or in connection with our agreement is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

The demo and this website are provided as is, without warranties of any kind.

14Ending our agreement

After any minimum term in your Proposal, either of us can end hosting by giving 30 days’ written notice. Either of us can also end the agreement straight away by written notice if the other seriously breaches it and doesn’t put it right within 14 days of being asked, or becomes insolvent.

When the agreement ends, you’ll pay for work done and hosting provided up to the end date, and we’ll handle your data as described in section 9.

15General

• Neither of us is responsible for delays or failures caused by events outside our reasonable control.
• Neither of us may transfer the agreement without the other’s consent, except to a business that takes over all or most of the transferring party’s business.
• If any part of these terms is found to be unenforceable, the rest still applies.
• We may update these terms from time to time. Changes won’t affect a Proposal you’ve already accepted unless you agree.
• These terms, and any dispute connected with them, are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

16Contact us

Questions about these terms? Send us a message through the form on our homepage or reply to any email we’ve sent you.