Terms of Service

These terms are the agreement between you and Steven Foster, a sole proprietor doing business as ContactRoll (“ContactRoll”, “we”, “us”). They cover ContactRoll’s app at app.contactroll.com, the help centers we host for our customers, and this website.

“You” means the person who creates a ContactRoll account and the organization they create it for. If you accept these terms for an organization, you confirm that you have the authority to bind it. You must be at least 18 years old, and ContactRoll is for business use, not for personal or household use.

By creating an account or using ContactRoll, you agree to these terms and to our Privacy Policy. If you do not agree, do not use ContactRoll.

1. What ContactRoll is

ContactRoll is one product for a small team’s customers: a CRM (contacts, companies and deals), a shared support inbox and help center, a phone system that runs through your own Twilio account, and marketing email. Each organization’s data is kept apart from every other organization’s.

We may change, add or remove features over time. If we remove a feature from a paid plan that you rely on, we will tell your organization’s Owners by email at least 30 days before it goes.

2. Your account and your team

Each organization has one or more Owners. Owners decide who joins, what each member may do, and the plan.
You are responsible for everything done under your organization’s account, including by the members you invite.
Keep sign-in details private, and tell us at hello@contactroll.com straight away if you think an account has been used without permission. We recommend turning on two-factor sign-in.
The information you give us when you sign up must be accurate, and you must keep the Owners’ email addresses current: that is where we send notices.

3. Plans and prices

ContactRoll has three plans. The current prices and what each plan includes are on our pricing page.

Plan	Price, per user per month, in US dollars
Free	$0, for up to 3 people
Standard	$29 paid yearly, or $35 paid monthly
Plus	$59 paid yearly, or $69 paid monthly

A user is anyone who holds a seat in your organization, whatever their role. Invitations not yet accepted count toward the Free plan’s limit of 3.
Paid plans are billed in advance, yearly or monthly, through our payment processor, Stripe. You authorize us to charge your payment method for each billing period, and for seats you add, until you cancel.
Seats follow your team. Adding a member adds a seat and removing one removes it. The change is prorated by the day and appears on your next invoice. A removed seat becomes a credit on a later invoice, not a refund.
Prices do not include taxes. You are responsible for any sales, use, value-added or similar taxes on your subscription. Where we are required to collect a tax, we add it to your invoice.
Calls, phone numbers, recordings and transcripts are billed to you by Twilio, through your own Twilio account. ContactRoll adds no charge to them. The same is true of any other service you connect with your own account, such as Google or HeyGen: that service bills you under its own terms.

4. The free trial

Every new organization starts with a 14-day trial of the Plus plan, with no card needed. Three days before the trial ends, we email the people in your organization who manage billing.

When the trial ends without a paid subscription:

an organization of 3 people or fewer (counting invitations not yet accepted) moves to the Free plan, and
a larger organization becomes read-only (section 8) until it chooses a paid plan.

Each organization gets one trial. An organization that moves from Free to a paid plan does not get a second trial, and its first payment is taken straight away.

5. The Free plan

The Free plan costs nothing. It holds up to 3 members, 1,000 contacts, 1 pipeline, 1 support address of your organization’s own, 500 marketing contacts and 500 marketing emails a month. Sequences, A/B tests, social posting, lead scoring and call transcripts are not included, and neither is anything only on Plus.

At a limit, only adding more is stopped. Nothing you already have is deleted or hidden. A customer who writes to you still becomes a contact. A marketing email over the month’s limit waits for the next month.
A new organization’s first marketing email on Free waits until the organization is seven days old. This helps us stop the plan being used for spam.
“Made with ContactRoll CRM”. On the Free plan, your marketing emails, public sign-up pages and help center carry one short line with that text, linking to contactroll.com. You agree to it. It is not our endorsement of your content.
Unused organizations. If no member signs in to or uses an organization on the Free plan for 90 days, it becomes read-only (section 8). We email its Owners at 75 days. Mail and cases arriving do not count as use. Signing in opens it again at once. An organization is never closed or deleted for being unused on the Free plan.
We may change the Free plan’s limits, stop offering it to new organizations, or end it, with at least 30 days’ notice (section 10).

6. Founding customer pricing

The first 25 organizations to pay for ContactRoll get 40% off for their first 12 months. After that, they keep paying the prices that were on our price list when they first paid, even if our prices go up later.

Founding pricing carries over if you change plan (Standard or Plus) or billing interval (yearly or monthly).
Founding pricing ends for good if your subscription lapses: if it is canceled and its paid period ends, or if your organization becomes read-only for non-payment. Moving to the Free plan ends a subscription.
Organizations on the Free plan do not take a founding place.

7. Canceling, and refunds

You can cancel a paid subscription at any time from your organization’s Billing page.

We do not give refunds, in whole or in part, for any billing period. When you cancel, you keep access to your paid plan until the end of the period you have already paid for.
When that period ends, an organization of 3 people or fewer moves to the Free plan. A larger one becomes read-only (section 8) until it subscribes again or closes.

8. Unpaid bills and read-only organizations

If a payment fails, we email the people in your organization who manage billing, and Stripe tries the payment again. Your organization keeps working meanwhile.

If the bill is still unpaid at least 7 days after that email, your organization may become read-only:

every member can still sign in, read everything and export everything;
nobody can change anything, send email or make or take calls, and callers hear a short message that the number is not taking calls;
email sent to your support address is still received and kept.

Paying the bill restores everything straight away, with nothing lost.

An organization that stays read-only for non-payment for 30 days is closed, and its data is then handled as in section 12: available to export for 30 days, then deleted within a further 30 days.

The emails we send about billing, trials, read-only status and inactivity are part of the service, not marketing. You cannot opt out of them while you have an account.

9. Your data

Your data is yours. “Your data” means everything you and your members put into ContactRoll, and everything your customers send to your organization through it.

You give us permission to host, copy, process, transmit and display your data only as needed to run ContactRoll for you, to keep it secure, and to meet our legal obligations.
We do not sell your data, use it for advertising, or use it to train any artificial intelligence model.
You can export everything your organization holds at any time, while your account is open and for 30 days after you close it.
Our Privacy Policy explains what we hold and how we look after it. Where we process personal data on your behalf, we do so as your processor, on your instructions, under our data processing addendum, which forms part of these terms. A signed copy is available on request at privacy@contactroll.com.
You are responsible for having the right to put your data into ContactRoll, and for the accuracy and lawfulness of it.

10. Changes to prices and to these terms

We may change our prices, our plans or these terms. When we do, we will email your organization’s Owners at least 30 days before the change takes effect, and post a notice on contactroll.com.

A price change applies from your first billing period that starts after the 30 days.
If you do not agree to a change, you can cancel before it takes effect. If you keep using ContactRoll after it takes effect, you accept it.

11. What you may not do

You may not use ContactRoll, or let anyone else use it, to:

send spam: messages to people who have not agreed to hear from you, or who have unsubscribed;
upload, import or send to a list you bought, rented, swapped, scraped or harvested, or to addresses collected by anyone other than you for a purpose other than hearing from you;
break any law, including laws on email marketing, telephone marketing, call recording, privacy and data protection;
send or store anything unlawful, fraudulent, deceptive, harassing, defamatory or infringing, or any malware;
store the sensitive data described in section 15;
try to get into any account, organization or data that is not yours, or test, probe or scan ContactRoll’s security without our written permission;
copy, reverse engineer or decompile ContactRoll, or build a competing product from it;
scrape ContactRoll, or use it in a way that puts an unreasonable load on it or gets around its limits;
resell, sublicense or rent ContactRoll to others, or offer it as part of a service of your own, without our written agreement;
use ContactRoll in breach of US export controls or sanctions, or if you are a person those sanctions name.

12. Closing your account, and deleting your data

An Owner can close your organization’s account at any time from within ContactRoll.

Access stops at once for every member, and new email to your support address is refused.
For 30 days, an Owner can reopen the account, and can still export everything, including attached files.
After those 30 days, we delete your organization’s data within a further 30 days, including attached files and backup copies.

Closing an account does not end a paid period early or give a refund (section 7). Copies of messages held by email providers outside ContactRoll, recordings and transcripts in your own Twilio account, and anything you have exported or sent to a service you connected, are not reached by our deletion. The Privacy Policy explains these.

13. Email you send through ContactRoll

You confirm that every person you record consent for genuinely gave it, that the evidence you record is accurate, and that you can produce it if asked.
ContactRoll will not send marketing email to anyone without a consent record, to anyone who has unsubscribed, bounced or complained, or from a domain you have not verified. Every marketing email carries an unsubscribe link and your postal address, which you must keep accurate.
Sending is limited per hour, per day and per plan. The limits are shown in the app.
If your bounce or complaint rate puts the email service every customer shares at risk, your marketing email stops until you tell us, in the app, what you have done about it. Your support email, notifications and data are not affected. We may also stop your marketing email at any time if we have reason to believe it breaks these terms.

14. Calls and recordings

ContactRoll places and receives calls through your own Twilio account, under your agreement with Twilio.
You are responsible for following the laws that apply to your calls, including telemarketing and do-not-call laws, caller identification rules, and the laws on recording calls where you and the people you call are. Some places require everyone’s consent before a call is recorded, not only a notice.
When recording is switched on, ContactRoll plays “This call is being recorded.” before the call connects. Whether that is enough where you call is your responsibility.

15. Sensitive data is not allowed

Do not put the following into ContactRoll: health or medical information; biometric data; government identification numbers (such as Social Security, passport or driver’s license numbers); full payment card or bank account numbers; or any other special category of personal data under data protection law (such as data about racial or ethnic origin, political opinions, religious beliefs, trade union membership, genetics, sex life, sexual orientation, or criminal records).

A support inbox receives whatever people choose to send. If such data arrives anyway, delete it from ContactRoll. We are not responsible for sensitive data placed in ContactRoll in breach of this section.

16. Services you connect

You can connect ContactRoll to services you hold accounts with, such as Twilio, Stripe, Google, YouTube, HeyGen and GitHub. Your use of each is under that service’s own terms, and it bills you directly. ContactRoll sends each one only what is needed for what you ask it to do. We are not responsible for those services, for their availability, or for what they do with what they receive. You can disconnect any of them at any time.

17. Suspension

We may suspend your organization immediately, without notice, if we reasonably believe it is being used for spam, fraud, attacks on ContactRoll or on others, or anything else that puts ContactRoll, our other customers or the public at risk.
For an unpaid bill, we give at least 7 days’ notice by email before your organization becomes read-only (section 8).
A suspended organization can still export its data, unless the law or the safety of others prevents it. We will tell your Owners why we suspended the account, unless the law or an investigation prevents us.

18. Ending this agreement

You can end this agreement at any time by closing your organization’s account (section 12).
We can end it if you seriously breach these terms and, where the breach can be fixed, you do not fix it within 7 days of our email telling you about it; or straight away for the conduct in section 17’s first point.
If we stop offering ContactRoll altogether, we will give your Owners at least 30 days’ notice by email, keep export open during that time, and refund any fees you have paid for time after the service ends.

Sections 9, 12 and 19 to 26 continue after this agreement ends.

19. Availability and support

ContactRoll is provided “as is” and “as available”. We work to keep it running and secure, but we make no commitment to any level of availability, and we do not give service credits for downtime.

Email delivery depends on other services and on each recipient’s mail system, so we cannot control whether a message reaches an inbox.

Support is by email at hello@contactroll.com, on a best-effort basis, with no committed response time.

20. Disclaimers

To the extent the law allows, we disclaim all warranties not stated in these terms, whether express or implied, including warranties of merchantability, fitness for a particular purpose, title and non-infringement. We do not warrant that ContactRoll will be uninterrupted, error-free or secure, or that any data will never be lost. Keep your own copies of anything important; export is there for that.

21. Limits on our liability

To the extent the law allows:

We are not liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, business, goodwill or data, however caused, even if we were told they were possible.
Our total liability for all claims arising out of or relating to ContactRoll or these terms is limited to the fees you paid us in the 12 months before the event that gave rise to the claim. For an organization on the Free plan, it is limited to $100.

These limits apply whatever the legal theory of the claim, and even if a remedy fails of its essential purpose. Some places do not allow some of these limits; where they do not, they apply as far as the law allows.

22. Your responsibility to us

You will defend and indemnify us against any claim, penalty, loss or cost (including reasonable legal fees) arising from your data, from email you sent or calls you made or recorded through ContactRoll, from consent you recorded that was not genuinely given, or from your breach of these terms or of the law.

23. Our property, and your feedback

ContactRoll, its software, design and content, and the ContactRoll name and logo, belong to us. These terms give you the right to use ContactRoll while your agreement lasts, and no other rights. If you send us suggestions or feedback, we may use them without any obligation to you.

We will not use your organization’s name or logo to promote ContactRoll without your permission, except for the “Made with ContactRoll CRM” line on the Free plan (section 5).

24. If ContactRoll is sold

We may transfer this agreement, and your data with it, to someone who acquires ContactRoll or its business, without your consent. We will tell your Owners by email when that happens. The new owner will be bound by these terms and by the Privacy Policy as they then stand. You may not transfer this agreement without our written agreement.

25. Notices

We send notices by email to the Owners of your organization, at the addresses on the account. A notice is given when we send it.
You send notices to us by email: to privacy@contactroll.com about privacy and your data, and to hello@contactroll.com about anything else.

26. Governing law and courts

These terms are governed by the laws of the State of Tennessee, United States, without regard to its conflict of laws rules. Any dispute arising out of or relating to these terms or ContactRoll will be decided only by the state or federal courts located in Davidson County, Tennessee, and you and we both agree to their jurisdiction.

27. General

These terms, with the Privacy Policy and our data processing addendum, are the whole agreement between you and us about ContactRoll, and replace anything said before.
If any part of these terms cannot be enforced, the rest still applies.
If we do not enforce a right straight away, we have not given it up.
Neither of us is responsible for a failure caused by events outside reasonable control, such as a failure of an internet or hosting provider, a natural disaster or an act of government. This does not excuse paying fees that are due.
Nothing in these terms makes us your partner, employee or agent, or gives any right to anyone else.
You agree to receive notices, invoices and agreements from us electronically.

Contact

Questions about these terms: hello@contactroll.com. Questions about privacy and your data: privacy@contactroll.com.