Horizon CRM Terms of Use

1. Agreement to Terms

Welcome to Horizon CRM ("Horizon", "we", "us", or "our"). These Terms of Use ("Terms") constitute a legally binding agreement between you (the individual or entity accessing or using the Services) and Horizon CRM regarding your access to and use of our customer relationship management platform, websites, applications, and related services (collectively, the "Services").

By creating an account, accessing, or using any part of the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy, and (for business customers) our Data Processing Agreement. If you do not agree to these Terms, you must not access or use the Services.

Material Changes Notice: We reserve the right to modify these Terms at any time. We will notify you of material changes at least 30 days in advance by email or through an in-app notification. Your continued use of the Services after such modifications constitutes your acceptance of the revised Terms. You have the right to terminate your account if you do not agree to the changes. It is your responsibility to review these Terms periodically.

2. Eligibility and Account Registration

2.1 Eligibility

You must be at least 18 years old and have the legal authority and capacity to enter into binding contracts to use Horizon CRM. By using the Services, you represent and warrant that:

• You are at least 18 years of age
• You have the authority to bind the organization you represent (if applicable)
• You are not prohibited from using the Services under any applicable laws
• You will comply with these Terms and all applicable local, state, national, and international laws

2.2 Account Registration

To access certain features of the Services, you must create an account. When registering, you agree to:

• Provide accurate, current, and complete information (including company name, VAT number, contact details, and billing information)
• Maintain and promptly update your account information to keep it accurate and complete
• Accept responsibility for all activities that occur under your account
• Maintain the confidentiality of your account credentials (username, password, API keys)
• Notify us immediately at support@horizoncrm.eu of any unauthorized access or security breach

2.3 Multi-Tenant Architecture

Horizon CRM operates as a multi-tenant platform. Each organization's data is logically separated and isolated. You acknowledge that while we implement strict data isolation measures to prevent cross-tenant access, you are responsible for managing user access and permissions within your own organization account.

2.4 Account Approval

We reserve the right to approve or reject account registrations at our sole discretion. We may require additional verification or documentation before activating certain features or services.

3. Description of Services

Horizon CRM is a comprehensive B2B customer relationship management platform designed for European markets. The Services include, but are not limited to:

3.1 Core CRM Features

• Lead & Client Management: Contact database, pipeline tracking, lead scoring, conversion tools
• Sales Automation: Quote generation, multi-version quotes, client quote acceptance portal, invoice management
• Task & Appointment Management: Calendar integration, reminders, team task assignment
• Territory Management: Province-based assignment, zip code routing, account manager allocation
• Interaction Logging: Activity tracking, communication history, client notes

3.2 Communication Features

• Email Integration: SMTP/IMAP sync, email sequencing, automated campaigns, open/click tracking
• VoIP Calling: Telnyx integration, call recording, call logs, voicemail
• SMS Messaging: Integrated text messaging capabilities
• AI Secretary: OpenAI-powered call handling, automated scheduling, message taking

3.3 AI-Powered Features

• Voice-to-Quote: AI conversion of call recordings to structured quotes using OpenAI Realtime API
• AI Email Responses: Automated email drafting and smart reply suggestions
• Lead Scoring: Machine learning-based lead qualification and prioritization
• Call Summaries: Automatic transcription and summarization of recorded calls
• Sentiment Analysis: AI-driven analysis of customer communications

3.4 Data Enrichment

• Pappers Integration: European company data enrichment (FR, BE, ES, IT, UK, NL, CH, LU)
• Lead Generator: Targeted business search and lead discovery
• Automated Enrichment: Background company profile and financial data lookup

3.5 E-Invoicing & Compliance

• Peppol Integration: Belgium 2026 e-invoicing mandate compliance
• Automatic B2B Routing: VAT-based Peppol/email invoice routing
• UBL 2.1 XML Generation: Standardized electronic invoice format
• Multi-Language Support: Invoices and quotes in NL, FR, EN, DE, BG

3.6 Lead Capture

• Facebook Lead Ads: Automatic sync from Facebook lead forms
• LinkedIn Lead Gen Forms: Integration with LinkedIn campaigns
• Custom Form Builder: Dynamic form creation with field mapping and templates
• API Integrations: Webhook-based lead capture from external sources

3.7 Blockchain Token System

• HC Tokens: Horizon Credits (HC) on Polygon network for billing operations
• Token Wallet: Internal wallet management with blockchain sync
• Token Top-Up: Stripe-integrated token purchases
• Transparent Billing: Per-operation token deduction with transaction logs

3.8 Integrations

• Payment Processing: Stripe for subscriptions and token purchases
• Cloud Storage: AWS S3 for file storage and document management
• Third-Party Platforms: Facebook, LinkedIn, Google, OAuth providers

Service Availability: We strive to provide continuous availability but do not guarantee uninterrupted access. Features may be added, modified, or discontinued at our discretion with reasonable notice.

4. Subscription Plans and Billing

4.1 Subscription Tiers

Horizon CRM offers multiple subscription tiers with varying feature access and usage limits:

• Free Tier: Limited user accounts (5 users), basic CRM features, no AI or advanced integrations
• Starter: Increased user limits, basic AI features, limited quotas (50 Zadarma minutes/month, 10 Peppol send/receive invoices/month, 0 Pappers enrichments)
• Professional: Full CRM features, AI capabilities, moderate quotas (200 Zadarma minutes/month, 50 Peppol send/receive invoices/month, 50 Pappers enrichments/month)
• Business: Advanced features, higher quotas (500 Zadarma minutes/month, 200 Peppol send/receive invoices/month, 200 Pappers enrichments/month)
• Enterprise: Unlimited features, highest quotas (1000 Zadarma minutes/month, unlimited Peppol invoices, unlimited Pappers enrichments), dedicated support

4.2 Token-Based Billing (HC Credits)

Pricing Model: Many operations consume HC tokens (Horizon Credits) upon execution:

• Email Operations: 0.5-3 HC per email (sending, tracking, attachments)
• AI Features: 5-120 HC per operation (Smart Mailbox AI Drafts, Voice Quote Processing, Lead Scoring)
• PDF Generation: 2-10 HC per document (Quotes, Invoices, Reports)
• Form Processing: 2 HC per submission (Lead capture, custom forms)
• Reminders: 1 HC per automated reminder (Quote follow-ups, Payment reminders)
• E-Invoicing: 0 HC (FREE - users connect their own Peppol provider)

Your Platform Access subscription includes 100 HC starter credit monthly. Additional HC tokens are purchased separately for pay-per-use operations.

4.3 Payment Terms

• Recurring Charges: Platform Access and Team Seats are billed monthly in advance via Stripe
• Token Top-Ups: HC tokens can be purchased in top-up packs as needed for automation operations
• Payment Methods: Credit/debit card, SEPA Direct Debit, or bank transfer (Enterprise only)
• Automatic Renewal: Subscriptions automatically renew unless cancelled before the renewal date
• Failed Payments: Service may be suspended if payment fails. You are responsible for updating payment information
• Currency: All prices are in Euros (EUR) unless otherwise stated

4.4 Refund Policy

• Subscriptions: Generally non-refundable. However, we may offer prorated refunds within 7 days of initial purchase at our sole discretion for first-time subscribers only
• HC Tokens: All token purchases are final and non-refundable. Tokens do not expire and remain in your account until used. No refunds will be issued for unused tokens
• Exceptional Circumstances: Refunds may be considered only in cases of technical errors (e.g., duplicate charges, processing errors) within 7 days. Contact support@horizoncrm.eu with documented evidence
• Chargebacks: Initiating a chargeback will result in immediate account suspension and permanent loss of all data and services. All chargebacks will be vigorously disputed

4.5 Price Changes

We reserve the right to modify subscription fees and token pricing with 30 days' advance notice. Continued use after price changes constitutes acceptance. We will grandfather existing customers at current pricing for a reasonable transition period where feasible.

4.6 Taxes

All fees are exclusive of taxes. You are responsible for all sales, use, VAT, and other taxes (except our income taxes). If we are required to collect taxes, they will be added to your invoice.

5. Acceptable Use Policy

You agree to use the Services only for lawful purposes and in accordance with these Terms. Specifically, you agree NOT to:

5.1 Prohibited Activities

• Illegal Activities: Use the Services for any unlawful purpose or in violation of any local, state, national, or international law
• Spam & Abuse: Send unsolicited emails, SMS, or calls (spam); violate CAN-SPAM, GDPR, or other anti-spam regulations
• Harmful Content: Transmit any content that is unlawful, threatening, abusive, defamatory, obscene, hateful, racist, or otherwise objectionable
• Unauthorized Access: Attempt to gain unauthorized access to the Services, other user accounts, or our systems through hacking, password mining, or other means
• Disruption: Interfere with or disrupt the Services, servers, or networks; introduce viruses, malware, or other harmful code
• Reverse Engineering: Reverse engineer, decompile, disassemble, or attempt to extract source code from the Services
• Scraping: Use automated tools to scrape, crawl, or harvest data from the Services without written permission
• Resource Abuse: Overload or stress-test our systems; consume excessive bandwidth or API calls beyond reasonable use
• Resale: Resell, sublicense, or redistribute the Services without a written reseller agreement
• Impersonation: Impersonate any person or entity or falsely state or misrepresent your affiliation
• Privacy Violations: Collect personal data from other users without consent or violate their privacy rights

5.2 Call Recording Compliance

Critical Requirement: If you use our call recording features, you are solely responsible for complying with all applicable laws regarding call recording consent. Many jurisdictions require all-party consent or at least notification before recording. Failure to obtain proper consent may result in legal liability. Horizon CRM is not liable for your non-compliance with recording laws.

5.3 GDPR & Data Protection

When using Horizon CRM to process personal data of EU residents, you agree to:

• Act as the data controller and comply with GDPR obligations
• Obtain necessary consents from data subjects (leads, clients) for processing their data
• Honor data subject rights requests (access, deletion, portability) that we forward to you
• Not store unnecessary sensitive personal data (health info, biometric data beyond voice recordings with consent, etc.)
• Respect email opt-out requests (we provide tools; you must honor them)

5.4 Consequences of Violations

We reserve the right to investigate any suspected violations. If we determine, in our sole discretion, that you have violated this Acceptable Use Policy or any other provision of these Terms, we may:

• Issue a warning or require corrective action
• Suspend your account temporarily or permanently
• Terminate your account and delete all data
• Refuse to provide future services to you
• Report illegal activities to law enforcement
• Seek legal remedies for damages caused by your actions

We are not liable for any damages or losses resulting from suspension or termination for policy violations.

6. Intellectual Property Rights

6.1 Horizon CRM's IP

All content, features, functionality, software, code, design, graphics, logos, trademarks, and other intellectual property ("IP") comprising the Services are owned by Horizon CRM, our licensors, or other providers of such material and are protected by copyright, trademark, patent, trade secret, and other intellectual property laws.

You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Services for their intended purpose in accordance with these Terms. You may not:

• Copy, modify, distribute, sell, lease, or sublicense the Services or any portion thereof
• Reverse engineer, decompile, or disassemble the Services or attempt to extract source code
• Remove, alter, or obscure any copyright, trademark, or proprietary notices
• Create derivative works based on the Services
• Use our trademarks ("Horizon CRM", logos, brand names) without prior written permission

6.2 Your Content

Ownership: You retain all rights to the data, content, and information you input into Horizon CRM ("Your Content"), including customer data, leads, contacts, communications, files, documents, and any other materials you upload or generate.

License to Us: By using the Services, you grant Horizon CRM a worldwide, non-exclusive, royalty-free license to use, copy, store, transmit, display, and process Your Content solely to the extent necessary to provide the Services, maintain security, and comply with law. This includes:

• Storing Your Content in our databases and cloud storage (AWS S3)
• Transmitting Your Content through third-party services you enable (e.g., sending emails via your SMTP server, processing calls via Telnyx, AI analysis via OpenAI)
• Displaying Your Content to you and authorized users in your organization
• Backing up Your Content for disaster recovery
• Using aggregated, anonymized, or de-identified data derived from Your Content for analytics, product improvement, and research (we will not use identifiable personal data for these purposes without consent)

6.3 Responsibility for Your Content

You represent and warrant that:

• You own or have the necessary rights, licenses, and permissions to use and grant us rights to Your Content
• Your Content does not violate any third-party rights (copyright, trademark, privacy, publicity, etc.)
• Your Content complies with these Terms and all applicable laws
• You have obtained all necessary consents from individuals whose personal data is in Your Content

You are solely responsible for Your Content. We do not endorse or take responsibility for any Content uploaded by users.

6.4 Feedback

If you provide us with suggestions, ideas, enhancement requests, or other feedback about the Services ("Feedback"), you grant us a perpetual, irrevocable, worldwide, royalty-free license to use, incorporate, and commercialize such Feedback without any obligation to you.

7. Data Security and Privacy

Your privacy and data security are critically important to us. Please review our Privacy Policy for detailed information on how we collect, use, store, and protect your personal data and Your Content.

7.1 Our Security Commitments

• Encryption: HTTPS/TLS for data in transit; encryption at rest for sensitive data
• Access Controls: Role-based access; principle of least privilege for our staff
• Multi-Tenant Isolation: Strict logical separation of each organization's data
• Authentication: Secure password hashing (bcrypt); support for two-factor authentication (2FA)
• Monitoring: Continuous security monitoring; intrusion detection systems
• Backups: Regular automated backups stored securely with 90-day retention
• Incident Response: Procedures for handling security breaches; notification within 72 hours if required by GDPR

7.2 Your Security Responsibilities

• Use strong, unique passwords; enable two-factor authentication
• Do not share your account credentials with unauthorized persons
• Notify us immediately of any suspected security breach
• Properly configure user permissions within your organization
• Comply with data protection laws when using our Services to process personal data

7.3 Data Processing Agreement (DPA)

For customers subject to GDPR, our Data Processing Agreement (including Standard Contractual Clauses) is incorporated into these Terms. You may request a signed DPA by contacting dpo@horizoncrm.eu.

7.4 No Guarantee of Security

While we implement industry-standard security measures, no system is 100% secure. We cannot guarantee absolute security against all threats. You acknowledge and accept this inherent risk when using any internet-based service.

8. Third-Party Services and Integrations

Horizon CRM integrates with various third-party services to enhance functionality. These include, but are not limited to:

• Payment Processing: Stripe (credit card processing, subscriptions)
• VoIP & Telephony: Telnyx, Zadarma (call handling, recording, SMS)
• AI Processing: OpenAI, Anthropic (AI features, transcription, NLU)
• Data Enrichment: Pappers (European company data)
• Cloud Storage: AWS S3 (file storage)
• Lead Capture: Facebook Lead Ads, LinkedIn Lead Gen Forms
• Blockchain: Polygon network (HC token transactions)
• E-Invoicing: Peppol network providers

8.1 Third-Party Terms

Your use of third-party services through Horizon CRM is subject to those third parties' own terms of service and privacy policies. We are not responsible for the practices or content of third-party services. You should review their terms before enabling integrations.

8.2 Data Sharing

When you enable an integration, you authorize us to share relevant data with that third-party service to provide the requested functionality. For example:

• Enabling AI features sends audio/text to OpenAI for processing
• Using Pappers enrichment sends company identifiers to Pappers API
• Connecting Facebook Lead Ads shares lead data from Facebook to your CRM

We select reputable providers and execute data processing agreements where required, but we are not liable for their data handling practices.

8.3 Service Availability

Third-party service availability is beyond our control. We are not responsible for outages, errors, or performance issues caused by third-party providers. We may discontinue integrations if a provider is no longer available or reliable.

9. Disclaimers and Limitation of Liability

9.1 "AS IS" and "AS AVAILABLE"

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. To the fullest extent permitted by law, Horizon CRM disclaims all warranties, including but not limited to:

• Implied warranties of merchantability, fitness for a particular purpose, and non-infringement
• Warranties that the Services will be uninterrupted, error-free, secure, or free of viruses or harmful components
• Warranties regarding the accuracy, reliability, or completeness of any content or data obtained through the Services
• Warranties that defects will be corrected or that the Services will meet your requirements

9.2 Third-Party Services Disclaimer

We disclaim all liability for third-party services integrated with Horizon CRM, including AI providers (OpenAI), VoIP providers (Telnyx, Zadarma), data enrichment (Pappers), payment processors (Stripe), and blockchain networks (Polygon). Use of these services is at your own risk.

9.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HORIZON CRM AND ITS AFFILIATES, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, SUPPLIERS, AND LICENSORS SHALL NOT BE LIABLE FOR:

• Indirect, Incidental, Special, Consequential, or Punitive Damages: Including but not limited to loss of profits, revenue, data, goodwill, or business opportunities
• Service Interruptions: Downtime, errors, data loss, or corruption resulting from service outages
• Third-Party Actions: Damages caused by third-party services, integrations, or cyberattacks
• Data Breaches: Unauthorized access to your account due to weak passwords, credential sharing, or user error
• User Content: Damages arising from Your Content, including infringement claims or data protection violations
• Compliance Failures: Your failure to comply with laws (GDPR, call recording consent, anti-spam, etc.)

IN NO EVENT SHALL OUR TOTAL AGGREGATE LIABILITY EXCEED THE AMOUNT YOU PAID TO US IN THE 12 MONTHS PRECEDING THE CLAIM, OR €100, WHICHEVER IS GREATER.

9.4 Exceptions

Some jurisdictions do not allow the exclusion or limitation of certain warranties or damages. In such jurisdictions, the above limitations may not apply to you, and our liability will be limited to the fullest extent permitted by applicable law.

9.5 Force Majeure

We shall not be liable for any failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to: acts of God, natural disasters, war, terrorism, strikes, government actions, internet or telecommunications failures, cyberattacks, or failures of third-party service providers.

10. Indemnification

You agree to indemnify, defend, and hold harmless Horizon CRM, its parent company, affiliates, subsidiaries, officers, directors, employees, agents, contractors, and licensors from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from or relating to:

• Your use or misuse of the Services
• Your violation of these Terms or any applicable law or regulation
• Your violation of any third-party rights, including intellectual property, privacy, or publicity rights
• Your Content, including any infringement or data protection violations
• Your failure to obtain necessary consents (e.g., for call recordings, email tracking, data processing)
• Any disputes with other users or third parties arising from your use of the Services

We reserve the right to assume exclusive defense and control of any matter subject to indemnification, in which case you agree to cooperate with us in defending such claim. This indemnity survives termination of these Terms.

11. Termination and Account Closure

11.1 Termination by You

You may terminate your account at any time by:

• Using the account deletion feature in your account settings, or
• Contacting support@horizoncrm.eu with a termination request

Upon termination, your subscription will not renew, and you will lose access to the Services at the end of your current billing period. Unused HC tokens and prepaid subscription fees are generally non-refundable (see Refund Policy).

11.2 Termination by Us

We may suspend or terminate your account immediately, with or without notice, if:

• You violate these Terms, the Acceptable Use Policy, or any applicable law
• Your account has been inactive for an extended period (typically 12 months for free accounts)
• Your payment fails and you do not update payment information within 30 days
• We are required to do so by law or court order
• We discontinue the Services or a specific feature (we will provide reasonable notice)
• Your actions harm or could harm other users, our systems, or our reputation

11.3 Effect of Termination

Upon termination or expiration of your account:

• Your access to the Services will be immediately revoked
• All Your Content will be marked for deletion and removed from our production systems within 180 days
• Backup copies will be purged after 90 days (see Data Retention in Privacy Policy)
• You may request an export of Your Content before termination (we will provide export tools; exports may consume HC tokens)
• Unpaid fees remain due and payable

11.4 Survival

The following sections survive termination: Intellectual Property Rights, Indemnification, Disclaimers and Limitation of Liability, Governing Law and Dispute Resolution, and any other provisions that by their nature should survive.

12. Modifications to the Services

We reserve the right to modify, suspend, or discontinue any part of the Services at any time, with or without notice. This includes:

• Adding, removing, or changing features
• Updating the user interface or design
• Discontinuing integrations with third-party services
• Changing usage limits, quotas, or token costs

We will provide reasonable notice for material changes that significantly impact functionality. However, we are not liable for any modifications, suspensions, or discontinuations, and you acknowledge that the Services may evolve over time.

13. Governing Law and Dispute Resolution

13.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Belgium, without regard to its conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods does not apply.

13.2 Jurisdiction

Any disputes arising out of or relating to these Terms or the Services shall be subject to the exclusive jurisdiction of the courts of Belgium. By using the Services, you consent to the personal jurisdiction of these courts.

13.3 Informal Resolution

Before filing any legal action, you agree to first attempt to resolve the dispute informally by contacting us at legal@horizoncrm.eu. We will work in good faith to resolve disputes amicably.

13.4 No Class Actions

You agree to resolve disputes with us on an individual basis only. You waive any right to bring claims against us as a plaintiff or class member in any class, consolidated, or representative action.

14. Miscellaneous

14.1 Entire Agreement

These Terms, together with our Privacy Policy and any other legal notices or agreements posted on the Services, constitute the entire agreement between you and Horizon CRM regarding the Services and supersede all prior agreements and understandings.

14.2 Severability

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

14.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative.

14.4 Assignment

You may not assign or transfer these Terms or your account without our prior written consent. We may assign these Terms to any affiliate or successor in connection with a merger, acquisition, or sale of assets.

14.5 No Agency

Nothing in these Terms creates any agency, partnership, joint venture, or employment relationship between you and Horizon CRM. You have no authority to bind us or make commitments on our behalf.

14.6 Notices

We may provide notices to you via email to the address associated with your account, through in-app notifications, or by posting on our website. You consent to receive electronic communications from us. Notices are effective when sent or posted. You may send legal notices to us at legal@horizoncrm.eu or our postal address listed below.

14.7 Export Control

The Services may be subject to export control laws. You agree to comply with all applicable export and import laws and not to export, re-export, or transfer the Services to prohibited countries or individuals.

14.8 Language

These Terms are drafted in English. Translations may be provided for convenience, but the English version governs in case of conflicts.

15. Contact Information

If you have any questions, concerns, or disputes regarding these Terms of Use, please contact us:

Horizon CRM
Legal Department
Email: legal@horizoncrm.eu
Support: support@horizoncrm.eu
Privacy/DPO: dpo@horizoncrm.eu
Website: https://horizoncrm.be
Postal: Horizon CRM, Belgium