Terms & Conditions

1. Introduction

These Terms and Conditions ("Terms") govern the access to and use of Sentio, including its websites, applications, software platform, and related services (collectively, the "Services"), provided by Gravion Technologies Pvt. Ltd., a company having its registered office at 5th Floor, Shilp The Address, Shilaj Rd, Thaltej, Ahmedabad, Gujarat 380059 ("Sentio", "Company", "we", "us", or "our").

By creating an account, executing an order form or subscription agreement, accessing, or using the Services, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you are accepting these Terms on behalf of a company or other legal entity ("Customer"), you represent and warrant that you have the authority to bind such entity to these Terms.

If you do not agree to these Terms, you must not access or use the Services. For any questions regarding these Terms, you may contact us at support@sentiocrm.in.

Website: www.sentiocrm.in

2. Definitions

For the purposes of these Terms, the following key terms have the meanings set forth below:

"Account"

means the account created by or on behalf of a Customer to access and use the Services.

"AI Credit Add-On"

means any additional credits purchased by the Customer that may be consumed for accessing specific artificial intelligence-powered features.

"Authorized User"

means an employee, representative, contractor, consultant, or other individual authorized by the Customer to access and use the Services under the Customer's Account.

"Customer Data"

means any data, information, records, files, text, images, contact details, lead information, notes, or other content submitted to, uploaded to, stored in, processed by, or transmitted through the Services by or on behalf of the Customer.

"Fees"

means all amounts payable by the Customer for the Services, including subscription fees, charges for add-ons, customization fees, AMC fees, applicable taxes, and any other charges agreed upon between the parties.

"Personal Data"

means any data relating to an identified or identifiable natural person, as defined under applicable data protection laws, including the Digital Personal Data Protection Act, 2023.

"Services"

means the Sentio software platform, websites, applications, APIs, features, support services, Subscription Plans, AI Intelligence Add-Ons, AI Credit Add-Ons, White Labeling services, Customization Services, Annual Maintenance Contract services, and any related services made available by Sentio.

"Subscription Term"

means the duration for which the Customer is authorized to access and use the Services under the applicable Subscription.

"Usage Data"

means aggregated, anonymized, statistical, analytical, diagnostic, or technical information relating to the performance, operation, security, and use of the Services, that does not identify the Customer or any individual.

"White Labeling"

means any arrangement under which Sentio permits the Customer to use or deploy the Services under the Customer's own branding, subject to the terms of a separate written agreement.

3. Eligibility and Authority

The Services are intended solely for use by businesses, organizations, and other legal entities in connection with their legitimate commercial activities. The Services are not intended for personal, household, or consumer use.

By accessing or using the Services, you represent and warrant that: (a) you are at least eighteen (18) years of age; (b) if accepting on behalf of a Customer, you have the full legal authority to bind such Customer; (c) all information provided by you is true, accurate, complete, and kept up to date; (d) your access and use of the Services will comply with all applicable laws and regulations; and (e) you will use the Services solely for lawful business purposes.

4. Scope of Services

Sentio provides a B2B software platform designed to assist organizations in capturing, managing, organizing, analyzing, and following up on leads and customer interactions. Subject to these Terms and the applicable Subscription, Sentio may provide Customers with access to various features, including lead capture and lead management tools; contact and customer relationship management functionalities; follow-up and communication management features; dashboards, reports, and business insights; user and role management capabilities; integrations with third-party applications and services; artificial intelligence-enabled features and functionalities; and related documentation, support resources, and ancillary services.

In addition to standard Subscription Plans, Sentio may offer optional products and services, including AI Intelligence Add-Ons, AI Credit Add-Ons, White Labeling services, Customization Services, and Annual Maintenance Contract (AMC) services.

5. Account Registration and Security

To access and use certain features of the Services, the Customer may be required to create an Account and designate one or more Authorized Users. The Customer agrees to provide complete, accurate, and current information during the registration process; ensure that only Authorized Users are granted access; maintain the confidentiality and security of all login credentials; implement appropriate internal controls to prevent unauthorized access; promptly revoke access rights for individuals who are no longer authorized; and promptly notify Sentio at support@sentiocrm.in upon becoming aware of any actual or suspected unauthorized access.

6. Subscription Plans, Fees, Billing and Payment Terms

The Customer agrees to pay all applicable Fees in accordance with the agreed commercial terms. Unless otherwise expressly agreed in writing, all Fees paid or payable in connection with the Services shall be non-refundable and non-cancellable. All Fees are exclusive of applicable taxes, including Goods and Services Tax (GST), which shall be payable by the Customer.

Subscription Term, Renewal and Grace Period

Following the expiration of the applicable Subscription Term, Sentio may provide the Customer with a grace period of fifteen (15) calendar days ("Grace Period"), during which the Customer may continue to access and use the Services for the purpose of renewing the Subscription. If the Customer fails to renew before the expiration of the Grace Period, the Subscription shall automatically terminate.

Invoicing and Payment

If the Customer fails to pay any undisputed amount when due, Sentio may suspend or restrict access to the Services; withhold the provision of White Labeling services, Customization Services, or other deliverables; and recover all reasonable costs incurred in collecting overdue amounts. Sentio reserves the right to charge interest on overdue amounts at the rate of one and one-half percent (1.5%) per month, calculated from the due date until the date of actual payment.

Invoice Disputes

Any dispute relating to an invoice must be communicated to Sentio in writing within fifteen (15) calendar days from the date of the applicable invoice, together with reasonable supporting details. The Customer shall remain obligated to pay all undisputed portions of the invoice in accordance with these Terms.

AI Credits

Certain AI-enabled functionalities may require the consumption of AI Credits. The Customer acknowledges that: (a) sufficient AI Credit balances may be required to access certain AI-enabled functionalities; (b) AI-enabled functionalities may become unavailable once the Customer's available AI Credit balance is exhausted; (c) unused AI Credits are non-refundable, non-transferable, and shall not have any cash value; and (d) unless otherwise expressly agreed in writing, unused AI Credits shall automatically expire upon the termination or expiration of the Customer's applicable Subscription.

7. Customer Responsibilities

The Customer shall be solely responsible for its use of the Services and for ensuring that such use complies with these Terms and all applicable laws. The Customer agrees to: use the Services only for lawful business purposes; ensure that all Customer Data submitted to the Services has been lawfully collected and processed; provide any notices and obtain any consents required under applicable laws in connection with Customer Data; maintain the accuracy, quality, integrity, and legality of Customer Data; ensure that Authorized Users access and use the Services only as permitted; implement and maintain appropriate safeguards to protect Customer Data and access credentials; and comply with all applicable anti-spam, electronic communications, telemarketing, advertising, and data protection laws.

8. Customer Data Ownership and License

As between Sentio and the Customer, the Customer retains all right, title, and interest, including all intellectual property rights, in and to the Customer Data. The Customer hereby grants Sentio a non-exclusive, worldwide, royalty-free, limited license to host, store, reproduce, process, transmit, modify, adapt, display, and otherwise use Customer Data solely to the extent necessary to provide, operate, maintain, and support the Services.

Upon termination or expiration of the applicable Subscription, Customer Data shall remain available for retrieval by the Customer for a period of thirty (30) days. Following such period, Sentio may permanently delete Customer Data from its production systems.

9. Data Processing and Privacy

Sentio recognizes the importance of protecting Personal Data and is committed to processing such data in accordance with applicable laws and its Privacy Policy. The Customer determines the purposes for which Personal Data is collected and processed through the Services. Sentio processes Personal Data solely for the purpose of providing, maintaining, securing, supporting, and improving the Services, and in accordance with these Terms, the Customer's lawful instructions, and applicable laws.

If Sentio becomes aware of a confirmed security incident affecting Customer Data that is reasonably likely to result in unauthorized access to such data, Sentio shall take reasonable steps to investigate, contain, mitigate, and address the incident and shall notify the affected Customer without undue delay, subject to legal and operational considerations.

10. Acceptable Use Restrictions

The Customer shall use the Services solely for lawful business purposes and in accordance with these Terms. The Customer shall not, and shall not permit any Authorized User or third party acting on its behalf to: use the Services in violation of any applicable law or third-party right; upload or transmit any content that is unlawful, fraudulent, deceptive, defamatory, infringing, or otherwise objectionable; use the Services to send unsolicited communications or spam; access or attempt to access any account, system, or environment the Customer is not authorized to access; interfere with, disrupt, or compromise the integrity, security, functionality, or operation of the Services; introduce or transmit viruses, malware, or other harmful technologies; reverse engineer, decompile, or disassemble the Services; copy, reproduce, distribute, sell, lease, sublicense, or assign the Services; use the Services to develop a competing product or service; or attempt to bypass, manipulate, or interfere with AI Credit consumption requirements.

AI-Enabled Functionalities

The Customer shall not use AI-enabled functionalities to engage in unlawful, fraudulent, misleading, deceptive, discriminatory, or harmful activities; generate content that infringes intellectual property rights or other rights of any third party; submit prompts or data for purposes unrelated to the Customer's legitimate business use; exploit or test AI-enabled functionalities to extract underlying models or proprietary information; or obtain unauthorized access to AI-enabled functionalities without the requisite AI Credits.

11. Third-Party Services and Integrations

The Services may enable the Customer to access, connect with, or integrate with products, applications, platforms, websites, software, content, or services provided by third parties ("Third-Party Services"). Unless expressly stated otherwise in a separate written agreement, Sentio does not own, control, endorse, monitor, or assume responsibility for any Third-Party Services. The Customer shall be solely responsible for obtaining and maintaining any subscriptions, licenses, or permissions required to access or use Third-Party Services; reviewing and complying with the terms and privacy policies applicable to such Third-Party Services; and configuring and managing the Customer's relationship with Third-Party Service providers.

12. Intellectual Property Rights

The Services, including the Sentio platform, software, applications, websites, APIs, user interfaces, workflows, designs, documentation, reports, templates, content created by Sentio, and all related technology, together with all modifications, enhancements, updates, upgrades, derivative works, and improvements thereto (collectively, the "Sentio Materials"), are and shall remain the exclusive property of Gravion Technologies Pvt. Ltd. and its licensors.

Subject to the Customer's compliance with these Terms and payment of all applicable Fees, Sentio grants the Customer a limited, non-exclusive, non-transferable, non-sublicensable, revocable right during the applicable Subscription Term to access and use the Services solely for the Customer's internal business purposes. All rights not expressly granted to the Customer under these Terms are reserved by Sentio and its licensors.

13. Confidentiality

"Confidential Information" means any non-public information disclosed by one party to the other that is designated as confidential or that reasonably should be understood to be confidential. Confidential Information includes Customer Data; business plans, strategies, and financial information; product roadmaps, software, source code, and technical specifications; and information relating to customers, suppliers, partners, and business relationships.

The Receiving Party shall use the Confidential Information solely for the purpose of exercising its rights and performing its obligations under these Terms; protect the Confidential Information using at least the same degree of care used to protect its own confidential information of a similar nature; and restrict access to Confidential Information to those who have a legitimate need to know such information.

The obligations of confidentiality set forth in this Section shall survive the termination or expiration of these Terms for a period of five (5) years, except that obligations relating to trade secrets, source code, and security information shall survive for so long as such information remains confidential or qualifies for protection under applicable law.

14. Information Security

Sentio shall implement and maintain reasonable administrative, technical, and organizational measures designed to protect Customer Data against unauthorized access, unauthorized disclosure, accidental loss, misuse, alteration, destruction, or other unauthorized processing. In the event Sentio becomes aware of a confirmed security incident affecting Customer Data that is reasonably likely to result in unauthorized access, Sentio shall notify the affected Customer without undue delay, subject to legal, regulatory, operational, and law enforcement considerations.

15. Data Backup and Recovery

Sentio may maintain backup and recovery processes designed to support the operational continuity of the Services. The Customer acknowledges and agrees that backup and recovery processes are intended to support the overall operation and resilience of the Services and are not a substitute for the Customer's own data retention, archival, business continuity, or disaster recovery arrangements. The Customer shall remain responsible for maintaining independent copies or exports of any Customer Data that the Customer considers critical to its business operations.

16. Support Services

Sentio may provide Customer support services in connection with the Services. The scope, availability, response practices, communication channels, and extent of support services may vary depending on the applicable Subscription Plan, Annual Maintenance Contract (AMC), or other commercial arrangement.

Customers may contact Sentio for support-related inquiries at: Support Email: support@sentiocrm.in

17. Suspension of Services

Sentio reserves the right to suspend, restrict, or disable access to all or any part of the Services, with or without prior notice, where Sentio reasonably determines that such action is necessary to protect the security, integrity, availability, or operation of the Services; investigate, prevent, or address actual or suspected violations of these Terms; prevent fraudulent, unlawful, unauthorized, or abusive activities; comply with applicable laws, regulations, court orders, or governmental requests; address circumstances where the Customer has failed to pay Fees when due; conduct maintenance, updates, modifications, repairs, migrations, or other operational activities; or address circumstances where the applicable Subscription has expired and the Customer has failed to renew before the expiry of the applicable Grace Period.

18. Term and Termination

These Terms shall become effective on the Effective Date and shall remain in force for so long as the Customer accesses or uses the Services, unless terminated. Sentio may terminate these Terms immediately upon written notice if: (a) the Customer materially breaches these Terms and fails to cure such breach within thirty (30) days after receiving written notice from Sentio; (b) the Customer fails to pay any undisputed Fees when due and such failure continues for fifteen (15) days following written notice; (c) the Customer or any Authorized User engages in fraudulent, unlawful, abusive, or unauthorized activities; or (d) continued provision of the Services would expose Sentio to legal, regulatory, security, operational, or reputational risk.

Upon termination or expiration: (a) the Customer's right to access and use the affected Services shall immediately cease; (b) the Customer shall promptly pay any outstanding Fees; and (c) Sentio shall make Customer Data available for retrieval by the Customer for a period of thirty (30) days following the effective date of termination.

19. Data Retention and Deletion

Sentio shall retain Customer Data for the duration of the applicable Subscription Term and any applicable Grace Period. If the Customer fails to renew the applicable Subscription before the expiration of the Subscription Term, Sentio may provide a grace period of fifteen (15) calendar days ("Grace Period"), during which the Customer may continue to access and use the Services for the purpose of renewing the Subscription.

Following termination, Sentio shall make Customer Data available for retrieval by the Customer for a period of thirty (30) calendar days commencing on the effective date of termination ("Retrieval Period"). During the Retrieval Period, the Customer may access the Services solely for the purpose of viewing, exporting, downloading, or otherwise retrieving Customer Data. If the Customer does not renew or reactivate the applicable Subscription during the Retrieval Period, Sentio may permanently delete Customer Data from its production systems without further notice to the Customer.

20. Warranties and Disclaimers

Except as expressly set forth in these Terms, the Services and all related features, functionalities, documentation, and materials are provided on an "as is" and "as available" basis. To the maximum extent permitted under applicable law, Gravion Technologies Pvt. Ltd. expressly disclaims all representations, warranties, guarantees, and conditions of any kind, whether express, implied, statutory, or otherwise, including any implied warranties or conditions relating to merchantability, satisfactory quality, fitness for a particular purpose, non-infringement, uninterrupted or error-free operation, accuracy or reliability of information generated through the Services, or the achievement of any business, commercial, financial, or operational outcomes.

AI-generated outputs, recommendations, insights, reports, analytics, predictions, and suggestions are intended solely as informational tools to support the Customer's decision-making processes. The Customer remains solely responsible for independently evaluating such information and for all decisions, actions, or omissions based upon it.

21. Limitation of Liability

To the maximum extent permitted under applicable law, neither party shall be liable for any indirect, incidental, special, exemplary, punitive, or consequential damages, or for any loss of profits, loss of revenue, loss of business opportunities, loss of goodwill, loss of anticipated savings, business interruption, loss of use, or loss, corruption, or inaccuracy of data, arising out of or relating to these Terms or the use of the Services.

To the maximum extent permitted under applicable law, the aggregate liability of Gravion Technologies Pvt. Ltd. arising out of or relating to these Terms shall not exceed the total Fees actually paid by the Customer to Sentio for the affected Services during the twelve (12) months immediately preceding the event giving rise to the claim.

Nothing in these Terms shall exclude or limit liability arising from fraud or fraudulent misrepresentation, willful misconduct, or any other liability that cannot lawfully be excluded or limited under applicable law.

22. Indemnification

The Customer shall defend, indemnify, and hold harmless Gravion Technologies Pvt. Ltd., its affiliates, directors, officers, employees, agents, contractors, successors, and assigns from and against any and all claims, actions, demands, proceedings, investigations, liabilities, damages, judgments, settlements, penalties, fines, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or relating to: (a) the Customer's or any Authorized User's use of the Services in violation of these Terms; (b) any Customer Data submitted to the Services, including any allegation that such Customer Data infringes the rights of any third party; (c) the Customer's failure to obtain any consent, authorization, or notice required for the collection, use, disclosure, transfer, or processing of Customer Data; (d) the Customer's violation of any applicable law or regulation; or (e) any negligent act, omission, fraud, or willful misconduct committed by the Customer or its Authorized Users.

23. Force Majeure

Neither party shall be liable for any delay, failure, or inability to perform its obligations under these Terms (other than the Customer's obligation to pay Fees when due) to the extent such delay, failure, or inability results from events or circumstances beyond the reasonable control of the affected party ("Force Majeure Event"). If a Force Majeure Event continues for a period exceeding ninety (90) consecutive days and materially prevents either party from performing its material obligations, either party may terminate the affected Services upon written notice to the other party.

24. Changes to the Services and Terms

Sentio may, from time to time, modify, update, enhance, replace, discontinue, or otherwise change the Services, including their features, functionalities, user interfaces, technologies, integrations, or operational processes. Sentio reserves the right to revise these Terms at any time. Any revised version of these Terms shall become effective upon its publication on the Website or upon such other notice as Sentio may provide.

The Customer's continued access to or use of the Services following the effective date of any revised Terms shall constitute acceptance of such revised Terms. If the Customer does not agree to the revised Terms, the Customer must discontinue its use of the Services.

25. Governing Law and Jurisdiction

These Terms and any dispute, controversy, claim, or cause of action arising out of or relating to these Terms, the Services, or the relationship between the parties, shall be governed by and construed in accordance with the laws of India, without regard to its conflict of laws principles.

Subject to Section 26 (Dispute Resolution), the courts located in Ahmedabad, Gujarat, India shall have exclusive jurisdiction over any suit, action, proceeding, application for interim relief, or other legal proceeding arising out of or relating to these Terms or the Services. Each party irrevocably submits to the exclusive jurisdiction of the courts located in Ahmedabad, Gujarat, India.

26. Dispute Resolution

In the event of any dispute, controversy, claim, or difference arising out of or relating to these Terms or the Services, the parties shall first attempt in good faith to resolve the dispute through mutual discussions and negotiations.

If the dispute is not resolved within thirty (30) days from the date on which one party provides written notice of the dispute to the other party, either party may refer the dispute to arbitration in accordance with the provisions of the Arbitration and Conciliation Act, 1996, as amended from time to time. The arbitration shall be conducted by a sole arbitrator mutually appointed by the parties. The seat and venue of arbitration shall be Ahmedabad, Gujarat, India. The arbitration proceedings shall be conducted in the English language. The arbitral award shall be final and binding upon the parties.

27. Notices

Any notice required or permitted under these Terms shall be made in writing and shall be deemed validly given if delivered by electronic mail (email), registered post, speed post, courier service, in-product notifications, or any other method expressly agreed upon in writing between the parties.

28. Contact Information

If you have any questions regarding these Terms, the Services, your Account, privacy-related matters, or any other inquiries relating to Sentio, you may contact us using the details provided below:

29. Miscellaneous

29.1 Entire Agreement. These Terms, together with the Privacy Policy and any applicable order forms, quotations, proposals, statements of work, invoices, Subscription Plans, or other written agreements executed by Gravion Technologies Pvt. Ltd. and the Customer, constitute the entire agreement between the parties with respect to the subject matter hereof.

29.3 Assignment. The Customer shall not assign, transfer, delegate, subcontract, or otherwise dispose of any of its rights or obligations under these Terms without the prior written consent of Sentio. Sentio may assign or transfer these Terms in connection with a merger, acquisition, corporate reorganization, sale of assets, change in control, or to any affiliate, upon notice to the Customer.

29.4 Independent Contractors. The relationship between the parties is that of independent contracting parties. Nothing contained in these Terms shall be construed to create any partnership, joint venture, agency, fiduciary, employment, franchise, or other similar relationship.

29.5 No Waiver. No failure or delay by either party in exercising any right, power, or remedy under these Terms shall operate as a waiver thereof. Any waiver shall be effective only if made in writing and signed by the party granting such waiver.

29.6 Severability. If any provision of these Terms is determined by a court or arbitral tribunal of competent jurisdiction to be invalid, illegal, or unenforceable, such provision shall be enforced to the maximum extent permitted by applicable law, and the remaining provisions of these Terms shall remain in full force and effect.

29.8 Electronic Acceptance. The Customer acknowledges and agrees that acceptance of these Terms by electronic means, including through online registration, clicking an acceptance button, execution through electronic signature platforms, or continued use of the Services shall constitute valid and legally binding acceptance of these Terms.

29.11 Survival. Any provisions of these Terms which by their nature should survive termination or expiration shall survive, including provisions relating to intellectual property rights, confidentiality, payment obligations, limitation of liability, indemnification, dispute resolution, governing law, and any other provisions necessary to give effect to the intent of these Terms.