Terms of Service

1. Initial Provisions

CraftCX LLC (“CraftCX,” “we,” “us,” or “Provider”) is a California limited-liability company that operates on a remote-first basis. Although our founders are based in California, CraftCX maintains no physical office premises; all team members work remotely. For purposes of this Agreement, our principal place of business is deemed to be California, USA, and official notices should be sent to hello@craftcx.com and to our statutory registered agent at the mailing address on file with the California Secretary of State.

By creating an account, executing an Order, or using the Services, the entity you represent (“Customer” or “you”) agrees to be bound by this Agreement.

2. Definitions

Capitalized terms have the meanings given in context or in Appendix B (Definitions).

3. Subject Matter and Scope

CraftCX grants Customer a non-exclusive, worldwide, revocable right to access and use the Services solely for Customer’s internal business purposes and in accordance with this Agreement. The Services analyze AI-assisted customer-support conversations and surface performance insights. The Services are offered only on a business-to-business (B2B) basis.

4. Account Registration & Eligibility

Customer must ensure that each user is (i) at least 18 years old and (ii) an authorized representative of Customer.
Customer is responsible for all activities performed under its accounts, including the security and confidentiality of login credentials.
Customer will not make the Services available to any person or entity in embargoed jurisdictions or otherwise barred under applicable export laws.

5. Free Trial

The first 100 conversations analyzed by CraftCX are free of charge (“Trial Period”). No credit card is required. Trial usage is subject to all provisions of this Agreement but may be suspended or terminated by CraftCX at any time.

6. Fees, Billing & Renewal

Usage-based fees. After the Trial Period, fees accrue only for each conversation analyzed.
Monthly auto-renewal. Fees are charged monthly in arrears via our billing provider to the payment method on file. Charges continue until the Subscription is cancelled.
Refund guarantee. Customer may request a prorated refund of fees paid within 60 days of the relevant charge date.
Late payments may incur interest at 1 % per month or the maximum legal rate, whichever is lower.

7. Use Restrictions & Public Benchmark

Customer will not (i) copy, modify, or reverse-engineer the Services; (ii) interfere with or disrupt the Services; or (iii) use the Services to develop a competing product.
CraftCX may publish aggregated, anonymized AXIS benchmark data, and Customer may publicly reference AXIS benchmark scores for comparative purposes.

8. Customer Data, Privacy & Security

Ownership. Customer retains all rights to Customer Data.
Processing roles. CraftCX acts as (a) a processor when it analyzes raw conversation data on Customer’s behalf and (b) a controller for limited account and usage data.
Encryption & deletion. All Customer Data is encrypted at rest. Thirty (30) days after termination and at Customer’s written request, CraftCX will permanently delete all Customer Data.
Privacy. Processing is governed by the CraftCX Data Processing Addendum and Privacy Policy.

9. Third-Party Services & Sub-Processors

CraftCX uses the sub-processors listed in Appendix A to deliver the Services. CraftCX will give Customer at least 30 days’ notice of any new sub-processor and allow reasonable objection.

10. Service Levels & Support

CraftCX will use commercially reasonable efforts to keep the Services available and secure but provides no specific uptime or response-time guarantees.

11. Intellectual-Property Rights

Except for the limited rights expressly granted herein, CraftCX and its licensors own all right, title, and interest in the Services, including all related intellectual property. Customer grants CraftCX a limited license to host, copy, and process Customer Data solely to provide and improve the Services.

12. Confidentiality

Each party will protect the other’s Confidential Information with the same care it uses for its own. This obligation survives five (5) years after termination.

13. Disclaimers

THE SERVICES ARE PROVIDED “AS IS” AND “AS AVAILABLE.” CRAFTCX DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. Customer understands that AI-generated insights may contain errors and agrees to verify results independently.

14. Limitation of Liability

To the maximum extent permitted by law:

Indirect Damages. Neither party is liable for lost profits, revenue, or indirect, special, incidental, or consequential damages.
Cap. Each party’s total cumulative liability under this Agreement will not exceed the fees paid or payable by Customer to CraftCX in the twelve (12) months preceding the event giving rise to liability.

15. Indemnification

By Customer. Customer will defend and indemnify CraftCX against third-party claims arising from (i) Customer Data, (ii) Customer’s misuse of the Services, or (iii) Customer’s violation of law.
By CraftCX. CraftCX will defend and indemnify Customer against third-party claims that the unmodified Services infringe a U.S. patent, copyright, or trademark, provided Customer (a) promptly notifies CraftCX and (b) allows CraftCX sole control of the defense.

16. Term, Suspension & Termination

This Agreement begins on the Effective Date and continues until terminated.
Either party may terminate for convenience on 30 days’ written notice.
A non-breaching party may terminate for material breach if the breach is not cured within 30 days (payment breaches: 5 days) after notice.
Upon termination, Customer must cease all use of the Services and may export Customer Data during the 30-day post-termination window.

17. Marketing & Publicity

Unless Customer opts out in writing, CraftCX may use Customer’s name and logo in its marketing materials and customer lists.

18. Modifications to this Agreement

CraftCX may modify these Terms at any time by posting an updated version and notifying Customer. Changes take effect 5 days after notice. If Customer objects, it may terminate the Agreement before the changes take effect and receive a prorated refund for unused prepaid fees.

19. Export Compliance

Customer will not export or re-export the Services except in compliance with U.S. export laws and regulations, including those administered by OFAC, BIS, and ITAR.

20. Governing Law & Dispute Resolution

This Agreement is governed by the laws of the State of California, excluding its conflict-of-laws rules.

Arbitration. Any dispute arising under this Agreement will be finally resolved by binding arbitration administered by JAMS in San Francisco County, California, in English.
Waiver. Each party waives any right to a jury trial or to participate in a class action.

21. Miscellaneous

Entire Agreement; severability; assignment (no assignment by Customer without CraftCX’s consent, except to a successor in interest).
Notices must be sent to hello@craftcx.com (email) or CraftCX’s business address above.
Failure to enforce a provision is not a waiver.

Appendix A – Sub-Processor List

Last Updated: March 19 2026

The current subprocessor list is published at:

craftcx.com/legal/subprocessors

Appendix B – Definitions

Last Updated: March 19 2026

Term	Meaning
Agreement	These Terms of Service, all appendices, any Order, and any referenced policies (including the Privacy Policy and Data Processing Addendum).
Confidential Information	Non-public information disclosed by one party to the other, whether oral or written, that is designated as confidential or reasonably should be considered confidential given the nature of the information and circumstances of disclosure. Excludes information that is publicly known, independently developed, or rightfully received from a third party without restriction.
Customer Data	Any data, content, or materials that Customer or its users submit to or transmit through the Services, including conversation transcripts, metadata, and any personal data contained therein.
Effective Date	The earlier of: (a) the date Customer first accesses or uses the Services, or (b) the date an Order is executed.
Order	A mutually executed ordering document, online purchase flow, or similar mechanism referencing this Agreement that specifies the Services, usage parameters, and any applicable fees.
Services	CraftCX's cloud-hosted platform (including the AXIS benchmark) and related APIs, tools, documentation, and support made available to Customer under this Agreement.
Subscription	Customer's active, recurring entitlement to access and use the Services under a billing plan, as described in Section 6.