Terms of Service

1. Agreement and eligibility

These Terms govern access to CoveCRM, operated by Vault Commerce Group LLC (CoveCRM, Cove, we, or us). You means the individual or organization using the services. You must be at least 18, have capacity to contract, and use CoveCRM for lawful business purposes. If you act for an organization, you represent that you have authority to bind it and manage the data and communications you submit.

By accepting these Terms or creating or using an account after being presented with these Terms, you agree to them to the extent permitted by applicable law. Merely providing a telephone number, accepting cookies, or accepting these Terms does not supply another person's consent to marketing, AI calls, or recording.

The Acceptable Use & Communications Policy and Refund & Cancellation Policy are incorporated into these Terms. The Privacy Policy explains data practices. A Data Processing Addendum applies only when incorporated by a written agreement between Cove and the customer.

2. Accounts and authorized users

Provide accurate account and billing information, keep it current, protect credentials, and restrict access to authorized users. Do not share individual credentials or impersonate another person. You are responsible for your users, account configuration, integrations, and activity you authorize. Notify support promptly of suspected unauthorized access. These responsibilities do not waive rights arising from Cove's own obligations under applicable law.

Subject to these Terms and your plan, Cove grants you a limited, non-exclusive, non- transferable right to use the services for your internal business activities during your subscription. Features, usage limits, and availability depend on your plan and enabled integrations.

3. Lawful communications and industry responsibilities

You determine whom to contact, the purpose and content of outreach, and whether the legal basis and required permissions exist. You represent and warrant that your use complies with applicable law, including the Telephone Consumer Protection Act (TCPA), Telemarketing Sales Rule (TSR), FCC rules, CAN-SPAM, federal and state do-not-call requirements, state telemarketing and recording laws, privacy laws, insurance marketing rules, and applicable carrier and platform requirements.

Cove provides software, not a determination that a campaign, lead list, consent form, script, registration, or communication is lawful. A2P 10DLC registration, account certification, a successful send, or an available automation does not establish legal consent or guarantee compliance. Do not use a feature for an activity you cannot perform lawfully.

You are responsible for required professional licenses, appointments, registrations, advertising approvals, disclosures, product representations, suitability obligations, and supervision of your personnel. Cove and its AI do not provide legal, insurance, financial, tax, medical, or other professional advice. Obtain qualified advice for your business and jurisdictions.

4. Consent, lead sources, and evidence

Before uploading, importing, recording, transcribing, or contacting a person, obtain all rights, notices, permissions, and consents required for that activity. This includes SMS/MMS, email, telephone calls, automated dialing, artificial or prerecorded voice, AI- generated voice, and AI SMS, as applicable. Where written or electronic consent is required, maintain evidence satisfying the applicable requirements.

For purchased, transferred, third-party, scraped, or older leads, independently establish your lawful right to possess and use the information and contact each recipient for your intended purpose. A seller's assurance, publicly visible contact detail, existing business relationship, or prior consent to a different sender or purpose is not automatically sufficient.

Keep accurate records of the recipient, sender, consent disclosure and version, action and date, source, permitted channels and purposes, and subsequent revocations for the period required by law. Keep copies outside Cove where necessary. Cove may capture evidence for certain forms, but does not obtain all required consent on your behalf or independently verify the sufficiency of every consent or imported lead.

5. DNC, hours, identity, and revocation

Check applicable federal and state do-not-call registries and maintain your own suppression records. Observe recipient-local calling and messaging hours, frequency limits, registration duties, and restrictions on abandoned calls or prerecorded messages. Use accurate sender identification and caller ID that you are authorized to use. Do not manipulate identity or numbers to evade restrictions.

Honor STOP, unsubscribe, do-not-call, and other legally effective revocations promptly through every required channel and workflow. Apply suppression to duplicates, imports, scheduled outreach, and external systems under your control. Preserve evidence and obtain legally sufficient renewed consent before resuming restricted contact.

Some workflows provide opt-out, scheduling, or suppression features, but these are not a substitute for your compliance process and may not cover every communication path or jurisdiction. Do not assume an opt-out in one workflow automatically suppresses every other workflow. For commercial email, provide required identification, a valid postal address and an effective opt-out mechanism, and honor opt-outs as required.

6. Recording and transcription

Calling workflows may record audio automatically and may generate transcripts, summaries, coaching, or other analysis. Determine the laws applicable to all participants and obtain required consent before recording or processing their communications. Provide any required announcements and disclosures at the legally required time.

Do not assume Cove announces recording, detects each participant's jurisdiction, or verifies recording consent. If you cannot meet the requirements for a recording-enabled workflow, do not use it. Recordings and transcripts may contain sensitive information and must be handled accordingly.

7. AI and autonomous functionality

AI features may draft or send messages, respond by voice or text, assist with scheduling, prioritize leads, analyze communications, and generate summaries, suggestions, or coaching. Depending on the enabled workflow, AI may communicate or act without your approval of each individual output.

AI output can be inaccurate, incomplete, biased, inconsistent, or inappropriate. Review drafts and recommendations before use where review is available. Before enabling autonomous functions, review their intended use, settings, scripts, permissions, and data; monitor their operation and stop using them if you cannot supervise them lawfully. Do not rely on AI as the sole basis for insurance eligibility, underwriting, financial, legal, or similarly consequential decisions.

Make disclosures required for AI or automated communications, and do not falsely represent an AI caller or message as a human. You remain responsible for your configuration, instructions, permitted uses, and customer-facing representations. These duties do not disclaim obligations imposed directly on Cove by law.

8. Customer data and processing license

As between you and Cove, you retain ownership of leads, contacts, messages, call content, recordings, transcripts, notes, files, and other information you submit to or process through the services (Customer Data). You represent that you have the rights necessary to provide it and authorize its processing.

You grant Cove a limited, non-exclusive, worldwide license to host, store, process, transmit, display, reproduce, and analyze Customer Data as necessary to provide, maintain, secure, support, and improve the services, follow your lawful instructions, operate integrations and communications, generate requested outputs, and comply with law. This license is subject to applicable privacy law and any executed DPA; it is not permission to use processor data for unrelated advertising or other prohibited purposes.

Cove does not use customer lead data, communications, recordings, transcripts, or Google user data to train generalized AI models owned by Cove. This statement does not replace the terms and processing practices applicable to individual providers. Do not submit information you lack authority to process or information requiring protections that Cove has not agreed in writing to provide.

9. Confidentiality

Each party will protect the other's nonpublic information identified as confidential or reasonably understood to be confidential, including Customer Data, using reasonable care. It may use that information only to perform or exercise rights under the agreement and disclose it to personnel, advisers, and providers who need it for those purposes and are subject to appropriate confidentiality duties.

This obligation excludes information lawfully known without restriction, independently developed, publicly available without breach, or lawfully received from another source. Legally required disclosures are permitted, with notice and reasonable assistance where lawful. This section does not restrict the processing described in the Privacy Policy and authorized by applicable agreements or disclosures to regulators protected by law.

10. Third-party services

Cove depends on third parties, including telecommunications providers and carriers, Stripe, Google, Meta/Facebook, AI providers, and hosting and email services. Your selected integrations may require separate accounts, permissions, fees, and acceptance of third- party terms. You authorize the transfers necessary for integrations you enable, subject to applicable law.

Third parties may reject or filter messages, restrict accounts, alter policies, revoke permissions, change APIs, interrupt service, or discontinue functionality. Cove does not control their independent conduct or guarantee delivery, carrier approval, ad performance, calendar availability, AI accuracy, or uninterrupted integration access. You must comply with their terms and maintain required permissions.

11. Subscriptions, trials, and usage charges

Subscriptions are billed in advance on the monthly or annual interval selected, unless the checkout or a written order states otherwise, and renew automatically until canceled before renewal. You authorize Cove and its payment processors to charge the payment method on file for agreed subscription fees, usage, add-ons, taxes, and other disclosed charges.

A subscription trial is not a promise that every feature or all usage is free. Where a trial is offered, review its duration, eligibility, card requirements, recurring price, and conversion date. Calling, SMS/MMS, AI usage, telecommunications resources, and other chargeable services may incur charges during a trial. Review the billing page and applicable rates before use; contact support about inconsistent billing information.

Usage charges and prepaid balances are separate from subscription fees unless expressly included. Third-party charges may be billed separately. You are responsible for valid payment information and amounts properly incurred. If payment fails, Cove may retry payment, restrict features, suspend service, or terminate access, subject to applicable law.

Any price change will apply prospectively with notice required by applicable law or an applicable order, not retroactively to completed usage. Contact support before continuing if the applicable price or billing interval is unclear.

12. Cancellation and refunds

The Refund & Cancellation Policy explains cancellation, charges, credits, refunds, and telecommunications resources. Cancel through the available subscription controls or contact support if those controls are unavailable. Review the cancellation confirmation and contact support promptly about errors.

Canceling may schedule the base subscription to end at period end, but the current cancellation process begins removing telephone numbers and messaging/A2P resources immediately. Do not assume calling, messaging, or number availability continues through the paid period, even if a billing screen refers to period-end cancellation. Released numbers may not be recoverable. Arrange any required exports or provider-supported number transfer before canceling.

Cancellation does not erase charges already incurred or automatically create a refund. Mandatory statutory rights and an expressly agreed remedy take priority over a no-refund provision.

13. Suspension, termination, and effect

Cove may restrict or suspend features or terminate access for material breach, unlawful activity, spam, fraud, security threats, nonpayment, carrier restrictions, or risks to other users or recipients. Where practicable and lawful, Cove may provide notice and an opportunity to resolve an issue; immediate action may be necessary. You may stop using the services and cancel your subscription.

When access ends, your service-use license ends, integrations and communications may stop, and fees already incurred remain due. Data, recordings, numbers, and third-party resources may become unavailable. Request needed exports before access ends. Cove does not promise indefinite storage, restoration, or immediate deletion of all copies; applicable agreements, privacy obligations, and lawful retention requirements govern deletion or return.

14. Intellectual property and complaints

Cove and its licensors retain rights in the platform, software, designs, technology, documentation, trademarks, templates, and workflows, excluding Customer Data. Do not copy, resell, reverse engineer, or misuse the services or marks except as permitted by law or written authorization. You may use outputs within your lawful workflow, but Cove does not guarantee that AI output is unique, protectable, or free of third-party rights.

Report alleged infringement to legal@covecrm.com with your contact details, the material and location, the rights claimed, and supporting information. This contact is not a representation that Cove has registered a DMCA designated agent or qualifies for a particular statutory safe harbor.

15. Availability, beta features, and backups

Services may be interrupted by maintenance, technical failures, third-party outages, capacity limits, or events outside reasonable control. No uptime or service-level guarantee applies unless expressly agreed in a separate written contract. Beta, pilot, preview, or experimental features may change or be withdrawn and may have additional limitations.

Maintain appropriate copies of Customer Data and business records. Cove does not guarantee that all lost, deleted, or corrupted data can be recovered. This provision does not remove any specific retention, security, or deletion obligation in an executed DPA or applicable law.

16. Warranty disclaimers

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THE SERVICES, INTEGRATIONS, AND AI OUTPUTS ARE PROVIDED AS IS AND AS AVAILABLE. COVE DISCLAIMS IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT, AND WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE. COVE DOES NOT WARRANT ERROR-FREE OPERATION, UNINTERRUPTED ACCESS, ACCURATE AI OUTPUT, OR A PARTICULAR SALES, COMPLIANCE, OR BUSINESS RESULT.

These disclaimers do not limit express obligations in a signed agreement or warranties and rights that applicable law does not permit to be excluded.

17. Limitation of liability

To the maximum extent permitted by law, neither party is liable to the other for indirect, incidental, special, exemplary, punitive, or consequential damages, or loss of profits, revenue, business opportunity, goodwill, or data, arising from the services or agreement, even if advised of the possibility.

Subject to the exceptions below, each party's aggregate liability arising from or relating to the services or agreement will not exceed the fees paid or payable by you to Cove for the services during the 12 months immediately before the event first giving rise to the claim. Related claims do not multiply this cap.

The exclusions and cap do not limit your properly due payment obligations, your indemnification obligations, either party's fraud or willful misconduct, gross negligence where it cannot lawfully be limited, or liabilities or remedies that applicable law prohibits limiting. They do not restrict a regulator's authority or a person's nonwaivable privacy rights. A signed agreement may provide different expressly agreed limits.

18. Customer indemnification

To the extent permitted by law, you will defend, indemnify, and hold harmless CoveCRM, Vault Commerce Group LLC, and their owners, officers, employees, contractors, affiliates, and service providers against third-party claims and resulting damages, lawful fines or penalties, liabilities, reasonable attorney fees, and costs arising from your unlawful outreach, consent failures, AI misuse, breach of this agreement, or Customer Data that infringes others' rights.

This obligation does not apply to the extent a claim results from an indemnified party's own breach, negligence, or willful misconduct. Cove will give prompt notice, reasonable cooperation at your expense, and appropriate control of the defense, subject to conflicts of interest and legal requirements. No settlement may admit fault by or impose nonmonetary obligations on an indemnified party without its written consent, not unreasonably withheld.

19. Governing law and disputes

An applicable signed order or agreement may specify governing law and venue. If it does not, governing law and the courts with jurisdiction are determined under applicable law, including its conflict-of-law rules; these Terms do not select a particular state or exclusive venue.

For a dispute, first contact legal@covecrm.com with the account, issue, and requested resolution so the parties can attempt a good-faith resolution. This request does not bar urgent court relief, regulatory complaints, or timely exercise of statutory rights and does not shorten legal filing periods. These Terms do not impose mandatory arbitration or a class-action waiver.

20. Changes and electronic notices

Cove may revise these Terms prospectively. The published version identifies its effective and updated dates. Material changes require the notice and any renewed acceptance required by applicable law or an applicable agreement; posting a version identifier does not itself prove that a customer accepted it. Changes do not retroactively alter accrued rights.

You agree to receive service and contractual notices electronically through the account or email address provided, subject to applicable law. Keep those details current. Agreement to operational notices is not blanket consent to promotional calls or texts.

21. General provisions

Neither party is responsible for delay caused by events beyond its reasonable control, such as natural disasters, war, labor disruption, widespread network failures, or government action, except that this does not excuse amounts already due or nonwaivable legal obligations. The affected party should use reasonable efforts to mitigate the effects.

You may not assign the agreement without Cove's written consent, except as permitted by applicable law. Cove may assign it in connection with a merger, reorganization, or sale of the business, subject to applicable privacy law and without reducing accrued rights. No waiver is effective merely because a party delays enforcement.

If a provision is unenforceable, it will be limited to the lawful extent and the remaining provisions remain effective. Payment obligations, confidentiality, ownership, necessary retention/processing obligations, disclaimers, liability, indemnification, and dispute provisions survive as appropriate to their purpose.

These Terms, incorporated policies, and applicable signed orders or addenda are the entire agreement concerning the services. A signed agreement controls an expressly addressed conflict; an executed DPA controls conflicts concerning its regulated processing. No policy creates a partnership, employment relationship, or authority to bind the other party.

22. Contact

Contract and legal questions: legal@covecrm.com. Account and billing support: support@covecrm.com. CoveCRM is operated by Vault Commerce Group LLC.