Terms and Conditions

TERMS & CONDITIONS

UPDATED ON 20 JULY 2024

Adopt CRM provides Customer Relationship Management (CRM) capabilities to businesses by facilitating access to CRM platforms developed, hosted, and managed by third-party providers, such as Salesforce, Microsoft, HubSpot, and others.

Adopt CRM does not develop, manage, or host the CRM solutions offered to our customers. Our role is limited to the provisioning and configuration of these third-party CRM platforms to meet your business needs.

Please note that Adopt CRM has no financial interest in the CRM vendors we recommend or work with, and we do not receive any financial benefit or incentive from the services you procure directly or through us from these third-party providers.

As such, Adopt CRM is not liable for the performance, availability, security, or compliance of the CRM platforms provided by these third-party vendors. Any issues related to the functionality, uptime, data integrity, or security of these CRM systems should be addressed directly with the respective CRM vendor.

In order to become a customer of Adopt CRM, you must agree to the following terms and conditions. Below, we outline our Scope of Service, Exclusions to our Scope, and the Terms and Conditions of our service.

Terminology

CRM solution - A "CRM solution" refers to a specific deployment or installation of a CRM system that has been configured and customized to the specific needs of an organization.
CRM vendor - A "CRM vendor" is a company or organization that develops, sells, and supports Customer Relationship Management (CRM) software. These vendors provide CRM platforms that businesses use to manage their interactions with customers, streamline processes, and improve customer service, sales, and marketing efforts.
Go-Live - "Go Live" refers to the point at which the CRM system is officially launched and made available for use in real business operations. This milestone indicates that the system has been fully implemented, configured, tested, and is ready to be used by end-users within the organization.

Scope of Our Services

Our services include:

Work with you to identify your requirements
Recommendations and advice based on your specific business needs
Designing your CRM solution or changes required to your existing CRM system
Setting up new CRM instances, configuration and customization of your CRM solution as per your business requirements
Limited testing to ensure our configurations and customizations meet your requirements
Assist you importing your customer data into your CRM system

Additional Services

We also provide the following additional services on a contract basis:

Customer Journey Mapping
Service Blueprint Mapping
Development of User Stories and Story Backlog
Data cleansing and preparation for migrating into CRM
Data exports from your current CRM (if possible) or a CRM implemented by us
Additional CRM testing
Integration with external systems/applications
CRM support on general CRM functionality and configurations/customizations made by us

Please get in touch if you need any CRM related service beyond our standard scope. If we are unable to provide the service due to technical limitations, we will inform you in advance and suggest alternative solutions.

Exclusions To Our Scope Of Services

We do not provide any of the following services or products:

Any services or products that are not related to CRM
Hosting of your CRM solution
Development of CRM systems
Security assessments of CRM systems
Advice or assistance with third party CRM hosting
Phone or in-person consultations, unless these have been explicitly included in our quote or proposal
Mock ups, pilots or trials that have not been explicitly included in our quote or proposal
Integration with external databases or systems, unless these have been explicitly included in our quote or proposal
CRM implementations in languages other than English
Create complex reports or dashboards
Data analysis

Terms & Conditions

General

All quoted prices are valid for 30 days from the date of the quote.
If we do not hear from you within three months of receiving your deposit, despite trying to contact you via email and telephone, your account will be closed, and the deposit will be forfeited.
While we reserve the right to change our prices and service scope at any time, we will honor all quoted prices within their validity period.
If a client fails to adhere to our terms and conditions, we reserve the right to terminate the service immediately without issuing a refund.

Discovery Phase

A 30% deposit is required upon acceptance of the quote.
We will write up your requirements as specified by you. You will need to review those and confirm that they are accurate and reflect your business needs and objectives for the CRM system.

Design Phase

We will start the design process only after you have approved the requirements.
If you have specific preferences for the design and layout of information, please inform us before we begin the CRM implementation.
Our quote may include design revisions for you to provide feedback before final approval. Additional revisions may incur extra charges.

Implementation Phase

We will begin the CRM implementation only after you have approved the design.
Our quote may include implementation revisions where you can provide feedback before final approval. Additional revisions may incur extra charges.
Feedback must be provided in writing via email and should include screenshots and detailed instructions. If email size limitations apply, multiple emails may be used.
We will perform limited testing to ensure that our customizations and configurations are functioning correctly. Comprehensive testing is available as an additional service. We suggest that you perform your own testing of the CRM solution to ensure it meets your requirements and business needs.
We will correct any defects or issues related to our customizations or configurations. Additional fees may apply for addressing flaws or changes to the design that you previously approved.
We are not responsible for correcting defects or issues inherent to the CRM product itself or related to the data you provided for import into the CRM.
Defects and issues should be submitted in a single email whenever possible and should include screenshots and detailed instructions. If email size limitations apply, multiple emails may be used.
All deposits and fees paid are non-refundable once you have approved the implementation. After final approval, fees are payable as they become due.
The usability, functionality, and limitations of the CRM solution are not valid reasons for withholding payment of the remaining costs for our services.
If you provided and approved all the requirements and design guidance, but we failed to implement your CRM solution according to your specifications, you may request a redesign at no additional cost.
If you wish to proceed with a redesign, you must provide us with clear guidance on the changes you want. We will not undertake a second design without your explicit direction.
If you prefer to request a full refund of the fees paid, please explain the reasons for your dissatisfaction. If your request is reasonable, we will process your refund. Please note that full refunds are only available for new CRM implementations that have not yet been used for business purposes. We do not offer refunds for changes made to existing CRM solutions, such as new features and correction of defects.
We reserve the right to charge additional fees if we have implemented the CRM solution according to your requirements and design guidance, but you later decide to change the requirements or design, add new requirements, or remove already implemented requirements or features.

Go-Live Phase

"Go-Live" will be considered achieved once the new CRM solution, or changes to an existing CRM solution, are in use for normal business operations. Any remaining unpaid fees will become due upon Go-Live.
Upon request, we may make minor changes to your CRM at no additional cost. However, we reserve the right to charge additional fees for more substantial changes.
Your quote may include email support to your team for your new CRM system, or the implemented changes to your CRM. We do not provide telephone support.
We are not responsible for making any further changes or updates to your CRM or the data within it unless explicitly contracted to do so.

Limitation of Liability

Under no circumstances shall Adopt CRM, its employees, contractors, or any of their respective directors, agents, or content or service providers be liable for any indirect, special, incidental, consequential, exemplary, or punitive damages arising from, or directly or indirectly related to, the delivery of services provided, including but not limited to CRM services and/or data migration or any other related services.

This includes, without limitation, any loss of revenue or anticipated profits, lost business opportunities, unrelated or indirect business expenses, business delays, loss of data or sales, or the cost of substitute services, even if Adopt CRM or its representatives have been advised of the possibility of such damages.

Performance of the CRM System
Adopt CRM shall not be held liable for any issues related to the performance of the CRM system, including but not limited to uptime or downtime, system slowdowns, or any other performance-related problems. The CRM system is provided by a third party CRM vendor and as such these performance issues must be addressed directly with the vendor.

Service Disruptions and Data Loss
Adopt CRM is not responsible for any faults, errors, or issues within the CRM system that may cause service disruptions or result in data loss. The customers acknowledges that such risks are inherent in the use of software systems and that in case of any concerns, the customer will address such concerns directly with the CRM vendor.

Data Breaches
Adopt CRM shall not be liable for any data breaches, unauthorized access, or security incidents that may compromise the integrity, confidentiality, or availability of data stored within the CRM system. The customer is responsible for implementing appropriate security measures to protect their data, and address any data breaches and security concerns directly with the CRM vendor.

Compliance with Legal Requirements
Adopt CRM does not assume responsibility for ensuring that the CRM system, or the data stored within it, complies with any privacy laws, regulations, or other legal requirements. This includes, but is not limited to, compliance with privacy acts, data accuracy, and the lawful use of data. The customer is solely responsible for ensuring their use of the CRM system complies with all applicable laws and regulations.

Future Suitability of the CRM System
Adopt CRM shall not be held liable for the future suitability of the CRM system. The customer acknowledges that software systems may evolve, and functionalities that work today may not be compatible with future versions or updates by the CRM vendor. Adopt CRM does not guarantee the future performance or compatibility of the CRM system.

Accuracy and Validity of Imported Data
Adopt CRM shall not be responsible for the accuracy, validity, or completeness of any data imported into the CRM system. The customer is solely responsible for verifying the correctness of the data and its suitability for business use.

Loss of Data
Adopt CRM shall not be liable for any loss of data, regardless of the cause. This includes, but is not limited to, data loss resulting from system errors, user actions, third-party integrations, or other unforeseen events. The customer is responsible for maintaining appropriate data backup and recovery procedures in addition to those that may already be provided by the CRM vendor.