Terms of Service

1. Acceptance of Terms

These Terms of Service ("Terms") constitute a legally binding agreement between you ("you," "your," or "Customer") and Customer City, Inc. ("Customer City," "Company," "we," "us," or "our"), a Delaware corporation with its principal place of business at 11335 NE 122nd Way, Suite 105, Kirkland, WA 98034.

By creating an account, clicking "I agree," installing the Chrome Extension, or otherwise accessing or using the Service, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated by reference.

If you are entering into these Terms on behalf of an organization, you represent and warrant that you have the authority to bind that organization. In that case, "you" and "Customer" refer to that organization.

2. Definitions

3. Account Registration and Eligibility

3.1 Eligibility. You must be at least 16 years of age and have the legal capacity to enter into a binding contract. The Service is designed for business use. By using the Service, you represent that you are using it in a professional or business capacity.

3.2 Account creation. You must provide accurate and complete information when creating your account. You are responsible for maintaining the confidentiality of your account credentials and for all activity under your account. You must notify us immediately at security@customercity.com if you become aware of any unauthorized use of your account.

3.3 Organization accounts. If you create an account on behalf of an organization, you are responsible for managing Authorized Users, assigning roles and permissions, and ensuring that all Users comply with these Terms. You may add or remove Authorized Users at any time, subject to the limits of your Subscription Plan.

3.4 One account per person. Each User must have a unique account. Sharing account credentials between multiple individuals is prohibited.

4. Service Description

4.1 What the Service does. Customer City is a Revenue Observability Platform that connects to your existing business systems via authenticated API connections to:

• Calculate deal health scores across 7 factors
• Detect blind spots by correlating data across connected systems
• Visualize pipeline data in interactive dashboards
• Generate AI-powered insights and recommendations
• Display real-time health indicators in Salesforce via the Chrome Extension

4.2 What the Service does NOT do. Customer City is not a CRM, contact manager, email client, or data entry system. By default, the Service operates in a read-only capacity:

• We do not create, modify, update, or delete data in your connected systems unless you explicitly enable Data Sync-Back (see Section 9.5)
• We do not send emails, create calendar events, or take actions on your behalf in connected systems
• When Data Sync-Back is enabled for a specific integration by your administrator, Customer City may write enriched data — including health scores, enriched contact fields, AI-generated insights, and data quality corrections — back to that connected system, subject to the usage volume limits of your subscription plan

4.3 Availability. We use commercially reasonable efforts to make the Service available 24/7, subject to scheduled maintenance and circumstances beyond our control. We do not guarantee uninterrupted access. Scheduled maintenance windows will be communicated via the Service or email with reasonable advance notice.

5. Subscription Plans and Billing

5.1 Plans. The Service is available under multiple Subscription Plans (Free, Pro, Team, and Enterprise) as described on our pricing page at www.customercity.com/pricing. Feature availability, usage limits, and the number of Authorized Users vary by plan.

5.2 Free tier. The Free plan provides limited access to the Service at no charge. We reserve the right to modify the features and limits of the Free plan at any time. The Free plan is provided "as is" without any service level commitments.

5.3 Paid subscriptions. Paid Subscription Plans are billed in advance on a monthly or annual basis, as selected at the time of purchase. All fees are stated in US Dollars and are non-refundable except as expressly stated in these Terms or required by applicable law.

5.4 Payment. Payment is processed by our third-party payment processor, Stripe, Inc. By providing a payment method, you authorize us to charge the applicable fees to that payment method. You are responsible for keeping your payment information current.

5.5 Taxes. Fees are exclusive of taxes. You are responsible for all applicable taxes (including sales tax, VAT, and GST) unless you provide a valid tax exemption certificate.

5.6 Auto-renewal. Paid subscriptions automatically renew at the end of each billing cycle unless you cancel before the renewal date. You may cancel at any time through your account settings. Cancellation takes effect at the end of the current billing period — you retain access until then.

5.7 Price changes. We may change our prices by giving you at least 30 days' written notice (via email or in-app notification) before the start of your next billing cycle. If you do not agree to the price change, you may cancel your subscription before the change takes effect.

5.8 Enterprise agreements. Enterprise customers may negotiate separate terms, including custom pricing, SLAs, and payment terms, under a separate Order Form or Master Subscription Agreement. In the event of a conflict between these Terms and an executed Enterprise agreement, the Enterprise agreement controls.

6. Acceptable Use Policy

You agree not to use the Service to:

• Violate any applicable law, regulation, or third-party rights
• Access data belonging to other organizations or users without authorization
• Reverse engineer, decompile, or disassemble any part of the Service
• Attempt to circumvent security measures, rate limits, or access controls
• Use automated tools (bots, scrapers, crawlers) to access the Service, except via our published API with valid authentication
• Interfere with or disrupt the Service or its infrastructure
• Resell, sublicense, or commercially redistribute the Service or any data derived from it without our prior written consent
• Upload or transmit malware, viruses, or other harmful code
• Use the Service to send unsolicited communications (spam)
• Use Health Scores, Blind Spots, or other output from the Service as the sole basis for employment decisions (hiring, firing, or performance evaluation)

We reserve the right to suspend or terminate your access if we reasonably believe you have violated this Acceptable Use Policy, with notice where practicable.

7. Intellectual Property

7.1 Customer City's IP. The Service, including its software, algorithms, Health Score methodology, Blind Spot detection logic, user interface, design, documentation, and all related intellectual property, is and remains the exclusive property of Customer City, Inc. These Terms do not grant you any ownership interest in the Service. We grant you a limited, non-exclusive, non-transferable, revocable license to use the Service during the term of your subscription, solely for your internal business purposes.

7.2 Your data. You retain all ownership rights in your Customer Data. Customer City does not acquire any ownership interest in your Customer Data by virtue of these Terms or your use of the Service.

7.3 License to Customer Data. You grant Customer City a non-exclusive, worldwide license to access, process, store, and display your Customer Data solely for the purpose of providing, maintaining, and improving the Service. This license terminates when you delete your data or terminate your account.

7.4 Aggregated data. We may use anonymized and aggregated data derived from your use of the Service (that does not identify you, your organization, or any individual) for product improvement, benchmarking, and research purposes. This aggregated data is not Customer Data.

7.5 Feedback. If you provide suggestions, ideas, or feedback about the Service ("Feedback"), you grant us a perpetual, irrevocable, royalty-free license to use that Feedback for any purpose, including to improve the Service. You are under no obligation to provide Feedback.

8. Customer Data

8.1 Processor role. When we process Customer Data on your behalf, we act as a data Processor (as defined in the GDPR) or Service Provider (as defined in the CCPA). You are the Controller of your Customer Data and are responsible for ensuring you have the legal authority to share it with us.

8.2 Data processing. We process Customer Data only as necessary to provide the Service and in accordance with your instructions (as expressed by your use of the Service, your configuration settings, and any applicable Data Processing Agreement).

8.3 Data security. We implement appropriate technical and organizational measures to protect Customer Data, including encryption in transit (TLS 1.3), encryption at rest, per-tenant data isolation, and access controls. Details are described in our Privacy Policy.

8.4 Data return. Upon termination of your account, you may request a copy of your Customer Data in a machine-readable format (JSON) within 30 days of termination. See Section 16.

8.5 Data Processing Agreement. Customers who require a Data Processing Agreement (DPA) for GDPR or other regulatory compliance may review our standard DPA at app.customercity.com/dpa or contact legal@customercity.com to execute the agreement.

9. Integrations and Third-Party Services

9.1 Authorization. The Service connects to third-party platforms (including Salesforce, HubSpot, Gmail, Outlook, Google Calendar, Microsoft Calendar, Gong, Gainsight, and DocuSign) through OAuth 2.0 authenticated API connections. By connecting a third-party service, you represent and warrant that:

• You have the authority to grant Customer City access to your organization's data in that system (read-only by default, or read-write if you enable Data Sync-Back per Section 9.5)
• Connecting the integration does not violate any agreement between you and the third-party service provider
• You are authorized by your organization to share data from that system with Customer City

9.2 Default read-only access. By default, Customer City requests read-only access to your connected systems. We will not write data to, modify, or delete data in any connected third-party platform unless you enable Data Sync-Back for that integration per Section 9.5.

9.3 Disconnection. You may disconnect any integration at any time through your account settings. Upon disconnection, we will cease accessing data from that integration and will delete the synced data within 30 days per our data retention policy.

9.4 Third-party terms. Your use of third-party platforms remains governed by your agreements with those providers. Customer City is not responsible for the availability, accuracy, or policies of third-party services.

9.5 Data Sync-Back. Customer City offers optional Data Sync-Back functionality that, when enabled by your organization's administrator on a per-integration basis, writes enriched and optimized data back to your connected systems. Data Sync-Back is available on all subscription plans, subject to the usage volume limits of your plan tier.

• (a) Scope. When enabled, Data Sync-Back may write the following categories of data to the connected system: (i) health scores and risk ratings as custom fields; (ii) enriched contact data such as verified contact information and job titles; (iii) AI-generated insights, recommendations, and next-best-action notes; and (iv) data quality corrections including standardized field values and de-duplicated records.
• (b) Authorization. Enabling Data Sync-Back for an integration requires your administrator to: (i) activate the feature in your account settings for each specific integration; and (ii) grant Customer City write-level API access to the connected system, which may require re-authorizing the integration with expanded OAuth permissions.
• (c) Your control. You may disable Data Sync-Back for any integration at any time through your account settings. Upon disabling, Customer City will cease writing data to that system. Data previously written by Customer City to the connected system will remain in that system and is subject to your agreement with that third-party provider.
• (d) No liability for third-party systems. Customer City is not responsible for how data written via Data Sync-Back is subsequently processed, stored, or displayed by the third-party platform. You acknowledge that data written to your connected systems becomes subject to your agreement with that provider.

10. Chrome Extension Terms

10.1 Scope. The Customer City Chrome Extension is an optional component of the Service that displays deal health indicators within Salesforce pages. These terms supplement (and do not replace) the general terms above.

10.2 Local processing. Without authentication, the Extension reads Salesforce Opportunity page fields from your browser DOM to calculate a local health score. This processing occurs entirely within your browser — no data is sent to Customer City servers until you sign in.

10.3 Authenticated features. When you sign in to the Extension, it sends the Salesforce Opportunity ID to the Customer City API, which retrieves enriched data using your organization's stored OAuth credentials. The Extension does not have direct access to your Salesforce credentials.

10.4 Permissions. The Extension requires the following browser permissions: storage, activeTab, sidePanel, alarms, and host access to *.salesforce.com, *.force.com, app.customercity.com, and the Customer City API endpoint. Each permission is used solely for the purposes described in our Privacy Policy.

10.5 Shadow DOM isolation. The Extension injects visual elements into Salesforce pages using a closed Shadow DOM to prevent interference with Salesforce's native functionality. Customer City is not responsible for any issues arising from Salesforce UI changes that affect Extension compatibility.

10.6 Chrome Web Store. The Extension is distributed via the Chrome Web Store and is subject to Google's Chrome Web Store Developer Program Policies. In the event of a conflict between these Terms and the Chrome Web Store policies, these Terms govern the relationship between you and Customer City.

11. Confidentiality

11.1 Definition. "Confidential Information" means any non-public information disclosed by one party to the other in connection with the Service, including Customer Data, business strategies, pricing, technical information, and product roadmaps. Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was known to the receiving party before disclosure; (c) is independently developed by the receiving party; or (d) is received from a third party without restriction.

11.2 Obligations. Each party agrees to: (a) protect the other party's Confidential Information using at least the same degree of care it uses for its own confidential information (but no less than reasonable care); (b) use Confidential Information only for purposes related to the Service; and (c) not disclose Confidential Information to third parties except as necessary to provide or use the Service, with appropriate confidentiality obligations in place.

11.3 Required disclosure. A party may disclose Confidential Information if required by law, regulation, or court order, provided that the disclosing party gives the other party reasonable advance notice (where legally permitted) to seek a protective order.

12. Warranties and Disclaimers

12.1 Our warranties. Customer City warrants that: (a) we have the right to provide the Service; (b) the Service will perform materially in accordance with its documentation; and (c) we will not materially reduce the functionality of the Service during your subscription term.

12.2 Your warranties. You warrant that: (a) you have the authority to enter into these Terms; (b) you have the right to grant Customer City access to your Customer Data; (c) your use of the Service complies with applicable laws; and (d) you will not use the Service in violation of the Acceptable Use Policy.

12.3 Disclaimer. EXCEPT AS EXPRESSLY STATED IN SECTION 12.1, THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE." TO THE MAXIMUM EXTENT PERMITTED BY LAW, CUSTOMER CITY DISCLAIMS ALL OTHER WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

12.4 Health Scores and insights. Health Scores, Blind Spots, AI-generated insights, and all other output from the Service are provided for informational purposes only. They do not constitute professional advice (legal, financial, or otherwise) and should not be used as the sole basis for business decisions. Customer City does not guarantee the accuracy, completeness, or timeliness of any Health Score or insight. AI-powered features use third-party AI services (Anthropic) that do not use your data to train their models. See our Privacy Policy (Section 13) for full details on AI data processing.

12.5 Third-party integrations. We do not warrant the availability, accuracy, or reliability of any third-party platform to which the Service connects. Changes to third-party APIs may temporarily affect Service functionality.

13. Limitation of Liability

13.1 Cap on liability. TO THE MAXIMUM EXTENT PERMITTED BY LAW, CUSTOMER CITY'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATED TO THESE TERMS OR THE SERVICE SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY YOU TO CUSTOMER CITY IN THE TWELVE (12) MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) ONE HUNDRED US DOLLARS ($100.00) (FOR FREE PLAN USERS).

13.2 Exclusion of consequential damages. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, OR GOODWILL, REGARDLESS OF THE THEORY OF LIABILITY (CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE), EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

13.3 Exceptions. The limitations in Sections 13.1 and 13.2 do not apply to: (a) your breach of the Acceptable Use Policy; (b) your indemnification obligations under Section 14; (c) either party's breach of confidentiality obligations; or (d) either party's willful misconduct or gross negligence.

14. Indemnification

14.1 By Customer City. We will defend, indemnify, and hold you harmless from any third-party claim that the Service infringes a valid patent, copyright, or trademark of a third party, provided that you: (a) give us prompt written notice of the claim; (b) grant us sole control of the defense and settlement; and (c) provide reasonable assistance at our expense.

If the Service becomes, or in our opinion is likely to become, the subject of an infringement claim, we may at our option: (i) obtain a license for you to continue using the Service; (ii) replace or modify the Service to make it non-infringing; or (iii) terminate your subscription and refund any prepaid fees for the unused portion.

14.2 By Customer. You will defend, indemnify, and hold Customer City harmless from any third-party claim arising from: (a) your Customer Data; (b) your use of the Service in violation of these Terms or applicable law; (c) your connection of a third-party integration without proper authorization; or (d) your breach of the Acceptable Use Policy.

15. Term and Termination

15.1 Term. These Terms are effective from the date you first access the Service and continue until terminated. Paid subscriptions renew automatically as described in Section 5.6.

15.2 Termination by you. You may terminate your account at any time through your account settings or by contacting support@customercity.com. Cancellation of a paid subscription takes effect at the end of the current billing period.

15.3 Termination by Customer City. We may terminate or suspend your account: (a) immediately, if you materially breach these Terms (including the Acceptable Use Policy) and fail to cure the breach within 15 days of written notice; (b) immediately, if required by law or by a government or regulatory authority; or (c) with 30 days' notice, for any other reason.

15.4 Effect of termination. Upon termination: (a) your right to use the Service ceases immediately; (b) you may request a data export within 30 days (see Section 16); (c) after the 30-day data export window, we will delete your Customer Data per our retention policy; and (d) any outstanding fees become immediately due and payable.

15.5 Surviving provisions. Sections 2 (Definitions), 7 (Intellectual Property), 8.4 (Data Return), 11 (Confidentiality), 12.3 (Disclaimer), 13 (Limitation of Liability), 14 (Indemnification), 16 (Data Portability), 17 (Governing Law), and 19 (Miscellaneous) survive termination.

16. Data Portability on Termination

16.1 Export request. Within 30 days of account termination, you may request a complete export of your Customer Data by emailing support@customercity.com. We will provide the data in a structured, machine-readable format (JSON).

16.2 Scope of export. The export will include your synced CRM data, health scores, blind spot records, and AI-generated insights associated with your account. It will not include Customer City's proprietary algorithms, scoring methodology, or aggregated benchmark data.

16.3 Deletion after export. After the 30-day export window, or upon completion of your export request (whichever is later), we will delete your Customer Data from our active systems. Copies may persist in encrypted backups for up to 30 additional days before automatic rotation.

17. Governing Law and Dispute Resolution

17.1 Governing law. These Terms are governed by and construed in accordance with the laws of the State of Washington, United States, without regard to its conflict of law principles.

17.2 Arbitration. Any dispute, controversy, or claim arising out of or relating to these Terms, or the breach, termination, or validity thereof, shall be resolved by binding arbitration administered by the American Arbitration Association ("AAA") under its Commercial Arbitration Rules. The arbitration shall be conducted by a single arbitrator, in King County, Washington (or virtually, at the parties' agreement). The arbitrator's decision shall be final and binding and may be entered as a judgment in any court of competent jurisdiction.

17.3 Exceptions to arbitration. Either party may seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property rights or Confidential Information. Claims within the jurisdiction of small claims court may be brought in such court instead of arbitration.

17.4 Class action waiver. YOU AND CUSTOMER CITY EACH AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT IN A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. If this class action waiver is found to be unenforceable, then the entirety of this arbitration provision shall be null and void.

17.5 Statute of limitations. Any claim arising under these Terms must be brought within one (1) year after the cause of action accrues, or the claim is permanently barred.

18. Modifications to These Terms

We may update these Terms from time to time. For material changes (such as changes to pricing, liability, arbitration, or data handling):

• We will notify you by email at least 30 days before the change takes effect
• We will post the updated Terms with a new effective date and version number
• If you do not agree to the updated Terms, you may terminate your account before the changes take effect

Continued use of the Service after the effective date of updated Terms constitutes acceptance. The most current version of these Terms is always available at app.customercity.com/terms.

19. Miscellaneous

19.1 Entire agreement. These Terms, together with the Privacy Policy and any applicable Order Form or Enterprise agreement, constitute the entire agreement between you and Customer City regarding the Service, and supersede all prior or contemporaneous agreements, proposals, or representations.

19.2 Severability. If any provision of these Terms is found to be invalid or unenforceable, that provision will be enforced to the maximum extent permissible, and the remaining provisions will continue in full force and effect.

19.3 Waiver. The failure of either party to enforce any right or provision of these Terms shall not constitute a waiver of that right or provision.

19.4 Assignment. You may not assign or transfer these Terms without our prior written consent. Customer City may assign these Terms in connection with a merger, acquisition, corporate reorganization, or sale of all or substantially all of our assets, provided the assignee agrees to be bound by these Terms.

19.5 Force majeure. Neither party shall be liable for any failure or delay in performance due to causes beyond its reasonable control, including natural disasters, acts of war or terrorism, epidemics, government actions, power outages, or internet or telecommunications failures.

19.6 Notices. Notices to Customer City must be sent to legal@customercity.com or by mail to: Customer City, Inc., 11335 NE 122nd Way, Suite 105, Kirkland, WA 98034. Notices to you will be sent to the email address associated with your account.

19.7 No third-party beneficiaries. These Terms do not create any third-party beneficiary rights.

19.8 Export compliance. You agree to comply with all applicable export control laws and regulations. You may not use the Service if you are located in a country subject to US embargo or if you are on any US government restricted parties list.

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