1. Introduction & Agreement
Welcome to REALIS OÜ ("Company," "we," "us," "our"). These Terms of Service ("Terms") form a binding agreement between you (or your organization, the "Customer") and REALIS OÜ governing your use of our cloud-based CRM intelligence platform (the "Service").
By accessing or using REALIS, you agree to be bound by these Terms. If you do not agree, do not use the Service. We reserve the right to modify these Terms at any time by posting updated terms on our website. Continued use of the Service after changes constitutes acceptance.
2. Subscription & Billing
Plans & Pricing: We offer three subscription tiers:
- Starter: €399/month (up to 5 reps)
- Growth: €899/month (up to 15 reps)
- Scale: €1,999/month (up to 30 reps)
Billing Cycle: Subscriptions are billed monthly or annually, in advance. Annual plans receive no discount by default but may include special promotional pricing. Taxes (VAT/GST) are calculated and added at checkout based on your billing address.
Payment Method: You authorize REALIS to charge your credit card on file for the subscription fee. Payments are processed securely via Stripe. You are responsible for keeping your billing information current.
Free Trial: New accounts receive a 14-day free trial with full access to all features. No credit card required. At the end of the trial, your account will be downgraded to a paid plan only if you add a payment method.
3. Cancellation & Refund Policy
We believe in fair cancellation terms. You can cancel anytime, but our policy depends on your billing cycle.
Month-to-Month Plans:
- Cancel anytime with 30 days' written notice
- Your account remains active for 30 days after cancellation notice
- You can export all your data during this period
- No refund for the current billing cycle (unless we breach the agreement)
Annual Plans:
- Cancel anytime with 30 days' written notice
- If cancelled within 30 days of signup: Full refund of annual fee
- If cancelled after 30 days: No refund (your account remains active through the paid period)
- Automatic renewal: Annual plans do not auto-renew unless you opt in
Requests & Exceptions: Email billing@realis.io to submit a cancellation or refund request. We respond within 5 business days.
4. Service Availability & Uptime
We commit to maintaining 99.5% uptime (measured monthly). Planned maintenance windows (typically 4 hours per month) are excluded from uptime calculations and will be announced 7 days in advance.
Service Credits: If we fail to meet the 99.5% uptime guarantee, you may be eligible for service credits calculated as follows:
- 95% to 99.5% uptime: 10% monthly fee credit
- 90% to 95% uptime: 25% monthly fee credit
- Below 90% uptime: 50% monthly fee credit
Credits are the sole remedy for service unavailability and do not constitute a refund.
5. User Responsibilities & Acceptable Use
You agree to:
- Use the Service only for lawful purposes and in compliance with all applicable laws
- Not attempt to gain unauthorized access to the Service or other users' accounts
- Not transmit viruses, malware, or harmful code
- Not reverse-engineer, decompile, or attempt to derive the source code of the Service
- Not use the Service to send spam or unsolicited communications
- Not scrape, crawl, or use automated tools to access the Service without permission
- Keep your login credentials confidential and notify us immediately of any unauthorized access
- Provide accurate, complete information in your account profile
Violation of acceptable use policies may result in account suspension or termination without refund.
6. Intellectual Property Rights
REALIS IP: All software, documentation, designs, logos, and materials owned by REALIS are protected by copyright and trademark laws. You are granted a limited, non-exclusive, non-transferable license to use the Service solely for your authorized business purposes.
Your Data: You retain ownership of all data you input into REALIS (sales records, contact info, etc.). You grant REALIS a license to process, store, and analyze your data to provide the Service. We do not claim ownership of your data.
Feedback: Any feedback or suggestions you provide to REALIS may be used to improve the Service without compensation or credit to you.
7. Data Security & Backup
Security: REALIS implements industry-standard security measures including encryption, firewalls, and regular security audits. However, no system is 100% secure. We cannot guarantee absolute security against all threats.
Backups: We maintain daily backups of your data in encrypted EU data centers. In the event of data loss, we can restore from backups. However, REALIS is not liable for data loss arising from your failure to back up data externally.
Your Responsibility: You are responsible for maintaining your own backups of critical data. We recommend exporting data regularly.
8. Data Processing & GDPR
REALIS processes personal data on your behalf as a Data Processor. A Data Processing Agreement (DPA) compliant with GDPR Article 28 is available to all customers and will be provided upon request. Your CRM data remains your property. See our Privacy Policy for full details on data handling.
9. Limitations of Liability
To the fullest extent permitted by law, REALIS is not liable for indirect, incidental, consequential, special, or punitive damages, including lost profits, lost revenue, or lost data.
Liability Cap: REALIS's total liability to you for any claim arising from this agreement or the Service shall not exceed the fees paid by you in the 12 months preceding the claim.
Exceptions: The above limitations do not apply to claims arising from our gross negligence, willful misconduct, or violations of applicable law.
10. Disclaimer of Warranties
As-Is Service: The Service is provided "as is" without warranties of any kind, express or implied. REALIS does not warrant that:
- The Service will be error-free or uninterrupted
- The Service will meet your specific business needs
- Realism scores or coaching insights will be 100% accurate
- The Service will be compatible with all third-party systems
Your use of the Service is at your own risk.
11. Termination & Account Deletion
By You: You may cancel your subscription at any time per Section 3 of these Terms. Upon cancellation, we will grant you 30 days to export your data before account deletion.
By REALIS: We may terminate your account immediately and without refund if you:
- Violate these Terms or applicable law
- Engage in fraudulent activity or abuse
- Fail to pay invoices for more than 30 days
- Pose a security threat to our infrastructure
Account Deletion: Upon termination, all your data will be deleted from our active systems within 30 days. Backups are retained for an additional 90 days per our backup retention policy.
12. Third-Party Services & Integrations
REALIS integrates with third-party CRM platforms (HubSpot, Salesforce, Pipedrive) and other services (Stripe, AWS, SendGrid). We are not responsible for the performance, reliability, or security of these third-party services. Your use of third-party services is governed by their own terms of service and privacy policies.
13. Governing Law & Dispute Resolution
These Terms are governed by the laws of Estonia, without regard to conflict of laws principles. You irrevocably agree to submit to the exclusive jurisdiction of the courts of Tartu, Estonia.
Dispute Resolution: Before pursuing litigation, you agree to first attempt to resolve disputes through good-faith negotiation. If negotiation fails, either party may pursue arbitration or legal action as permitted by law.
14. Severability
If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions will continue in full force and effect, and the invalid provision will be reformed to the minimum extent necessary to make it valid.
15. Entire Agreement
These Terms, together with our Privacy Policy and any Data Processing Agreement, constitute the entire agreement between you and REALIS regarding the Service. Any prior agreements, understandings, or representations are superseded by these Terms.
16. Contact Information
If you have questions about these Terms of Service, please contact:
- Email: legal@realis.io
- Billing Questions: billing@realis.io
- Support: support@realis.io
- Mail: REALIS OÜ, Estonia