Terms of Service

1. Definitions

2. Subscription Plans, Users, and Locations

PragatiCRM is offered in three subscription tiers. User and location limits are enforced at the system level. The Client may not exceed the limits of their current plan without upgrading.

2.1 What Is Included in All Plans

Every plan — Starter, Growth, and Professional — includes the complete PragatiCRM feature set:

2.2 Add-On Services

2.3 Exceeding User or Location Limits

When the Client reaches the user or location limit of their current plan, the system will prevent adding further users or locations and display an upgrade prompt. No automatic upgrades are applied. No overage charges are incurred. The Client must manually upgrade to a higher plan to add more users or locations.

3. Payment Terms

• Subscription fees are charged in advance on the selected billing cycle — monthly or annual. Payment is due at the start of each cycle.
• Accepted payment methods: bank transfer (NEFT / RTGS / IMPS), UPI, or account payee cheque drawn in favour of RamLalla Technologies (annual plans only).
• Annual plans: the full annual amount is payable upfront. Annual subscribers save the equivalent of two months' fees.
• Late payment: access may be suspended after 7 days of non-payment with prior email notice. Accounts suspended for non-payment may be terminated after 30 days. Reactivation requires full payment of all outstanding amounts.
• Price changes: we will give 60 days' notice before any pricing change affecting current subscribers. Annual subscribers are protected by the price freeze described in Section 10.

4. Authorised Use

4.1 Permitted Use

The Client receives a non-exclusive, non-transferable, revocable licence to access and use the Service during the subscription period, solely for the Client's own internal business operations within India.

4.2 Prohibited Use

The Client must not:

• Share login credentials between individuals, or allow more simultaneous active users than the plan permits
• Resell, sublicense, or provide access to the Service to any third party as a commercial service
• Attempt to reverse-engineer, decompile, disassemble, or extract the source code of the Service
• Use automated scripts, bots, or crawlers to access the Service without prior written consent from RamLalla Technologies
• Store, transmit, or process through the Service any content that is unlawful, defamatory, or that infringes any third party's intellectual property rights
• Use the Service in any manner that would violate Indian law, including the IT Act, 2000, CGST Act, 2017, or DPDPA, 2023
• Attempt to gain access to another Client's data, or to circumvent the multi-tenant data isolation architecture

5. Client Data and Ownership

• Ownership. The Client retains full and exclusive ownership of all Client Data entered into the Service. RamLalla Technologies claims no ownership interest in Client Data.
• Limited licence. The Client grants RamLalla Technologies a limited, non-exclusive, revocable licence to process and store Client Data solely as necessary to provide the Service, including backups, security monitoring, and AI processing where consented to.
• Data protection. We handle Client Data in accordance with our Privacy Policy and will not sell, share, or disclose Client Data to third parties except as set out in the Privacy Policy.
• Export on termination. Upon termination of the subscription for any reason, Client Data remains available for download in standard formats (CSV, Excel, JSON) for 30 days. After the 30-day export window, all Client Data — business records, invoices, customer data, inventory — is permanently deleted from our systems. We do not retain Client Data on your behalf after account closure; retaining your own financial records for the periods required under Indian law (6 years, CGST Act §36; 8 years, Companies Act 2013) is your responsibility as the Data Fiduciary for your own business. RamLalla Technologies separately retains records of its own transactions with you — subscription invoices issued and payments received — for these same statutory periods, for our own compliance obligations.

6. AI Suite — Terms and Consent

AI features are included in all plans but require explicit DPDPA consent before activation.

• AI features are powered by Anthropic's Claude API. Data sent to the AI is limited to aggregated business metrics — never individual customer names, GSTIN, PAN, or contact details.
• AI-generated insights are advisory only. They do not constitute financial, legal, tax, or business advice. The Client remains solely responsible for all business decisions.
• No AI feature will automatically send emails, file returns, place orders, or take any action on the Client's behalf. All AI outputs are recommendations only — human authorisation is required for every action.
• Rate limits apply per feature per week to ensure fair resource distribution across all Clients.
• We do not use Client Data to train AI models. Anthropic's standard API terms prohibit training on API inputs by default.

7. GST, Financial Data, and Compliance

• PragatiCRM provides tools to assist with GST calculation, invoice generation, and record-keeping. These tools are provided for operational convenience and do not constitute a substitute for advice from a qualified Chartered Accountant.
• The Client is solely responsible for: verifying the accuracy of all GST calculations and invoice amounts; filing correct GST returns by the required dates; ensuring all HSN codes, GSTIN details, and customer information entered into the Service are accurate.
• RamLalla Technologies shall not be liable for any tax penalties, interest, late fees, notices, or legal consequences arising from errors, omissions, or delays in the Client's GST filings, whether or not such errors involved use of the Service.
• The MCA Audit Trail, once activated, cannot be disabled by the Client, by RamLalla Technologies, or by any configuration change. This is a legal requirement under MCA Rule 3(1), Companies Act 2014. The Client acknowledges this limitation as a compliance feature, not a defect.

8. Service Availability and Maintenance

• We target 99% monthly uptime, measured as the percentage of minutes in the month during which the Service is accessible, excluding scheduled maintenance.
• Scheduled maintenance will be conducted outside peak business hours (before 7 AM or after 10 PM IST) and communicated to Clients at least 48 hours in advance via email.
• Uptime does not include unavailability due to: Client internet connectivity issues; force majeure events; outages from third-party providers (hosting, email, AI API); or Client-caused configuration errors.
• Service credits. If monthly uptime falls below 99%, the Client is entitled to a prorated service credit for the affected period, capped at one month's subscription fee. Service credits are the Client's exclusive remedy for downtime and will be applied to the next billing cycle.

9. Intellectual Property

• The Service, including all software code, design, user interface, trademarks, documentation, and associated intellectual property, is the exclusive property of RamLalla Technologies, protected under Indian and international intellectual property laws.
• The name 'PragatiCRM', the RamLalla Technologies logo, and all associated marks are trademarks of RamLalla Technologies. The Client may not use these marks without prior written consent.
• Feature requests, suggestions, or ideas submitted by Clients may be incorporated into the Service by RamLalla Technologies without any obligation or compensation. Custom development work commissioned by a Client remains the intellectual property of RamLalla Technologies unless a separate written Custom Development Agreement specifying otherwise is executed.

10. Annual Subscriber Price Guarantee

Annual subscribers who sign up before 31 December 2026 receive a 24-month price freeze on their current plan.

• The base subscription fee will not increase for 24 months from the Client's Effective Date, regardless of price increases for new subscribers.
• This guarantee covers the base plan price only. Add-on services (WhatsApp integration, additional training, custom development) are not covered.
• Early termination of an annual plan forfeits the price guarantee. The guarantee cannot be reinstated.
• The price guarantee is personal to the subscribing Client entity and GSTIN. It is not transferable.

11. Limitation of Liability

• To the maximum extent permitted by applicable Indian law, RamLalla Technologies shall not be liable for: loss of revenue, profits, or business opportunities; loss or corruption of Client Data except where caused by our gross negligence or wilful misconduct; indirect, incidental, special, or consequential damages of any kind.
• Our total cumulative liability to the Client under or in connection with these Terms shall not exceed the total subscription fees paid by the Client in the three calendar months immediately preceding the claim.
• Nothing in these Terms excludes liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation.
• The Service is provided on an 'as-is' basis. We do not warrant that the Service will be error-free, uninterrupted, or that it will meet all of the Client's specific requirements.

12. Termination and Refunds

12.1 Termination by Client

• Monthly plans: either party may terminate with 30 days' written notice to the other party. No refund for the notice period.
• Annual plans — termination within first 30 days of the Effective Date: full refund of the annual fee less ₹2,000 processing charge.
• Annual plans — termination after first 30 days: no refund. The Client retains access to the Service until the end of the paid annual period.

12.2 Termination by RamLalla Technologies

We may suspend or immediately terminate the Client's access if the Client:

• Breaches any material provision of these Terms and fails to remedy the breach within 7 days of written notice
• Fails to pay subscription fees after 30 days of the due date following proper notice
• Uses the Service for any unlawful purpose or in a manner that endangers the security of the Service or other Clients

12.3 Data After Termination

Client Data remains available for export for 30 days following termination. After the 30-day export window, all Client Data — business records, invoices, customer data, inventory — is permanently deleted from our systems. We do not retain Client Data on your behalf after account closure; retaining your own financial records for the periods required under Indian law (6 years, CGST Act §36; 8 years, Companies Act 2013) is your responsibility as the Data Fiduciary for your own business. RamLalla Technologies separately retains records of its own transactions with you — subscription invoices issued and payments received — for these same statutory periods, for our own compliance obligations.

13. Governing Law and Dispute Resolution

• These Terms are governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000, the CGST Act, 2017, the Digital Personal Data Protection Act, 2023, and the Arbitration and Conciliation Act, 1996.
• In the event of a dispute, the parties shall first attempt to resolve it through good-faith negotiation within 30 days of written notice of the dispute from either party.
• If negotiation fails, disputes shall be submitted to binding arbitration under the Arbitration and Conciliation Act, 1996. A sole arbitrator shall be appointed by mutual agreement within 14 days, failing which either party may apply to the competent court for appointment.
• The seat and venue of arbitration shall be Bokaro, Jharkhand. The language of arbitration shall be English.
• The courts of Bokaro, Jharkhand shall have exclusive jurisdiction over any matter that requires court intervention — including the appointment of an arbitrator, enforcement of an award, or interim relief.

14. Contact

© 2026 RamLalla Technologies  |  Terms of Service v2.0  |  Effective 1 June 2026  |  pragaticrm.in