Terms of Service

These terms govern your access to and use of the CRM PME platform (the "Service"), operated by Espace Global PME (the "Provider"), based in Québec, Canada. By creating an account or using the Service, you agree to these terms.

1. Definitions

• Customer: the legal entity or individual who creates the account and agrees to these terms.
• Authorized Users: employees, contractors or partners of the Customer granted access to the Service via a seat.
• Customer Data: any data, file or content uploaded by the Customer or its Authorized Users to the Service.
• Tenant Instance: the dedicated CRM PME installation provisioned for the Customer under {slug}.crmpme.ca.

2. Account creation & eligibility

You must be at least 18 years old and have the legal authority to bind the Customer entity. You agree to provide accurate information at signup and to keep your account credentials confidential. The Customer is responsible for all activity occurring under its account.

3. Free trial

New accounts include a 14-day free trial without requiring a credit card. At the end of the trial, the Customer must select a paid plan to continue using the Service. Trial data is preserved during a grace period of 3 days, after which the tenant instance may be suspended or deleted as described in Section 11.

4. Subscription & billing

• Plans are billed monthly or yearly in advance, in Canadian dollars (CAD), plus applicable taxes (GST/QST).
• Payments are processed by Stripe. The Provider does not store full payment card numbers.
• The Customer can change plan, add or remove seats at any time via the billing portal. Prorated charges apply.
• The Customer can cancel anytime. Cancellation takes effect at the end of the current billing period. No partial refunds are issued except where required by law.
• Invoices and payment receipts are sent automatically by email and accessible in the billing portal.

5. Acceptable use

The Customer agrees not to:

• Use the Service for any unlawful purpose or in violation of Canadian or Québec law.
• Send unsolicited commercial messages (spam) in breach of Canada's Anti-Spam Legislation (CASL) or any equivalent law.
• Upload malicious code, attempt to gain unauthorized access to other tenants or the underlying infrastructure, or interfere with the Service.
• Resell, sublicense or white-label the Service without express written authorization.
• Use the Service to process sensitive personal information beyond what is reasonably required for the Customer's business operations (e.g., health records, SIN of contacts who are not employees).

6. Customer Data & ownership

The Customer retains all rights, title and interest in and to its Customer Data. The Provider acts as a custodian and processes the Customer Data solely to provide the Service. The Customer grants the Provider a limited license to host, store, transmit and display Customer Data as necessary to operate the Service.

The Provider does not use Customer Data to train artificial intelligence models, does not sell or rent Customer Data to third parties, and does not access Customer Data except (a) at the Customer's request for support purposes, (b) as required by law, or (c) for automated technical operations (backups, security monitoring).

7. Integrations & third-party services

The Service connects with third-party providers (Stripe, Resend, Mailjet, Brevo, QuickBooks, etc.). When the Customer enables an integration, it authorizes data flow between the Service and the third party. The Customer's use of third-party services is governed by the terms of those providers, not by these terms.

8. Availability & service levels

The Provider targets 99.5% monthly availability, measured outside scheduled maintenance windows. The Service is hosted in Canada (OVH datacenter, Beauharnois, Québec). The Provider does not guarantee uninterrupted, error-free or completely secure operation. The Customer is responsible for maintaining its own backups in addition to those provided by the Service.

9. Support & fair-use policy

Support is provided by email only at [email protected] during Québec business hours (Monday-Friday, 9h-17h ET, excluding statutory holidays). Best-effort response within one business day on standard plans.

The Service is built and operated by a small team (founder-led). To keep the Service sustainable for all Customers, the Provider reserves the right to:

• Pause new signups temporarily if support load exceeds capacity, without notice.
• Announce reduced-service windows totalling up to 4 weeks per calendar year (vacation, leave, planned absences). During those windows, response targets may extend to 48-72 business hours. Active windows are published on the public /statut page.
• Decline support requests that fall outside the scope of email support, including but not limited to: phone or video calls, sales demos, onboarding sessions, training sessions, custom configuration requests, third-party integration consulting, "how-to" questions whose answers are in the public documentation. Such requests are redirected to the Sur Mesure plan (project-based, on selection).
• Decline Sur Mesure mandates that do not match the Provider's expertise or capacity. Acceptance is at the Provider's sole discretion.

This fair-use policy is not a limitation on the Customer's rights under applicable consumer protection law, including Québec's Consumer Protection Act where it applies.

10. Security

The Provider implements industry-standard security controls including: HTTPS/TLS encryption in transit, encrypted backups, password hashing (bcrypt), optional two-factor authentication, role-based access control, and database-level isolation between tenants. Notwithstanding the above, no system is fully immune to compromise. The Customer must promptly report any suspected security incident to [email protected].

11. Suspension & termination

The Provider may suspend or terminate access if: (a) the Customer fails to pay any invoice within 15 days of its due date, (b) the Customer breaches Section 5 (Acceptable use), or (c) the Provider is required to do so by law. Upon termination, the Provider will export the Customer's data on written request within 30 days and then permanently delete it, subject to legal retention obligations. A backup of the deleted tenant is retained for 90 days under Québec's Law 25 compliance framework before being permanently destroyed.

12. Modifications to the Service or terms

The Provider may modify the Service or these terms at any time. Material changes will be notified by email at least 30 days in advance. Continued use after the effective date constitutes acceptance of the modified terms.

13. Disclaimers & limitation of liability

To the maximum extent permitted by applicable law, the Service is provided "as is" without warranty of any kind, express or implied. The Provider's aggregate liability for any claim arising out of or relating to the Service shall not exceed the amounts paid by the Customer to the Provider during the 12 months preceding the event giving rise to the claim. The Provider shall not be liable for indirect, incidental, special or consequential damages, including loss of profits, data or business opportunities.

14. Indemnification

The Customer agrees to indemnify and hold harmless the Provider against any third-party claim arising from (a) the Customer Data, (b) the Customer's use of the Service in breach of these terms, or (c) the Customer's violation of any applicable law.

15. Governing law & jurisdiction

These terms are governed by the laws of the Province of Québec and the federal laws of Canada applicable therein. Any dispute shall be submitted to the exclusive jurisdiction of the courts of the District of Québec, Canada, save for any class action waiver clause whose enforceability would be limited by applicable law.

16. Contact

For any question regarding these terms:
Espace Global PME
Québec, Québec, Canada
Email: [email protected]