Vaula CRM Terms of Service

Effective as of 24 September 2026

1. Service Provider and Scope

The Vaula CRM service is provided by:

Alvarius Oy / Vaula CRM
Business ID: 2529942-4
Bulevardi 46, 00120 Helsinki, Finland
Email: info@vaulacrm.fi

These Terms of Service apply to the subscription and use of the Vaula CRM service provided by Alvarius Oy.

In these Terms:

Service Provider means Alvarius Oy.

Service means Vaula CRM and the features and services included in it from time to time.

Customer means a company, organisation or other entity engaged in business activities that subscribes to or uses the Service.

User means a natural person authorised by the Customer to use the Service on behalf of the Customer.

The Service is intended for business and organisational customers and is not intended for consumer use.

The Customer accepts these Terms by ordering the Service, starting a paid subscription or using the Service. A person ordering the Service on behalf of a Customer must be authorised to enter into the agreement on behalf of the Customer.

2. Description of the Service

Vaula CRM is a browser-based CRM service designed for sales and customer relationship management.

The Service Provider continuously develops the Service and may add, modify or remove features. Changes made as part of the normal development of the Service do not generally constitute changes to the Customer’s agreement.

If a change materially reduces the functionality of the Service available to the Customer, the Service Provider will provide reasonable advance notice of the change.

The Service Provider may introduce new features, integrations or additional services either as part of the existing subscription or as separately priced services. No separately priced service will be charged to the Customer without the Customer’s approval.

3. Free Trial

The Service Provider may offer a free trial of the Service.

The duration of the trial and any specific terms applicable to it are stated when the trial is started.

The Customer may end the trial during the trial period without charge. A paid subscription is created only on the basis of an order accepted by the Customer or another explicit agreement concerning the paid Service.

The Service Provider may limit the functionality or use of a trial account where reasonably necessary to prevent misuse.

4. User Licences

The Service is generally priced on a per-user basis unless otherwise agreed with the Customer.

The Customer may purchase the number of user licences it requires. A user licence is intended for one User, but the Customer may reassign a licence to another person within its organisation.

Additional licences may be purchased during a billing period. The charge for an additional licence may be prorated based on the remaining duration of the billing period.

If the number of licences is reduced, the change will take effect at the beginning of the next billing period. No refund will be provided for licences removed or left unused during an ongoing billing period.

The Customer is responsible for the actions of its Users in the Service and for ensuring that its Users comply with these Terms.

5. Pricing and Billing

The price of the Service is determined according to the price list in effect at the time of ordering, the order confirmation or a separate quotation agreed with the Customer.

Unless otherwise stated, prices are quoted exclusive of VAT. Applicable VAT and any other taxes or charges imposed by authorities will be added to the price.

The Service is billed in advance according to the billing cycle selected by the Customer, for example monthly or annually.

A paid subscription renews automatically for successive billing periods until cancelled in accordance with these Terms.

A change between monthly and annual billing takes effect at the beginning of the next billing period unless otherwise agreed.

If the Customer pays by invoice:

• invoices are delivered electronically to the billing address provided by the Customer
• the payment term is 14 days net from the invoice date unless otherwise agreed
• overdue amounts may be subject to statutory late-payment interest and legally permitted collection costs.

The Customer is responsible for ensuring that its billing information is accurate and up to date.

6. Online Payments

The Service may be paid using the electronic payment methods offered by the Service Provider from time to time.

If the Customer selects a payment method suitable for recurring payments, the Customer authorises the applicable subscription fee to be charged automatically at the beginning of each new billing period until the subscription ends.

Payment processing is provided by Paytrail Plc, Business ID 2122839-7. Paytrail operates as a payment institution and forwards payments from the Customer to the Service Provider. Paytrail may appear as the recipient on the Customer’s bank or card statement.

For questions or complaints relating to the Service, subscription, refund or correctness of a charge, the Customer should primarily contact the Service Provider.

Paytrail Plc
Business ID: 2122839-7
Innova 2
Lutakonaukio 7
40100 Jyväskylä
Finland

7. Changes to Pricing

The Service Provider may change the pricing of the Service.

Existing Customers will be notified of a price change affecting their subscription at least 60 days before the new price takes effect.

The new price will apply no earlier than the beginning of a new billing period following the notice period.

If the Customer does not accept the new price, the Customer may cancel the subscription before the new price takes effect.

8. Customer and User Responsibilities

The Customer is responsible for the accuracy and legality of the information it stores or processes through the Service and for ensuring that it has the necessary rights to process such information.

The Customer and its Users must use the Service lawfully and in accordance with these Terms.

The Service may not be used for purposes including:

• unlawful activities
• infringement of the rights of another person or organisation
• distribution of malware or other material that may endanger the Service
• circumvention of security measures, technical restrictions or access controls
• unjustified interference with the operation of the Service.

The Customer is responsible for appropriately protecting usernames, passwords and other authentication credentials.

The Customer must notify the Service Provider without undue delay if it becomes aware of unauthorised use or a security incident relating to the Service.

9. Integrations and Third-Party Services

The Service may include integrations with third-party services or allow the Service to be accessed or operated through external systems, APIs or artificial intelligence services.

When the Customer enables an integration or connects the Service to an external service, the Customer authorises the Service Provider to transmit the information necessary to provide that integration in accordance with the settings and actions selected by the Customer.

Third-party services are subject to the respective third party’s own terms of service, privacy policies and other applicable terms.

The Service Provider is not responsible for the availability, operation or changes of third-party services or for disruptions caused by them, except where applicable law provides otherwise.

10. Intellectual Property Rights and Customer Data

The Vaula CRM software, source code, structure, user interface, visual design, documentation, trademarks and other intellectual property relating to the Service belong to the Service Provider or its licensors.

For the duration of the agreement, the Customer receives a limited, non-exclusive and non-transferable right to use the Service for its own business purposes in accordance with these Terms.

The Customer retains ownership and other rights to the data it stores in the Service, including customer, contact, lead, deal and note data and other material provided by the Customer.

The Service Provider may process Customer Data to the extent necessary to provide, maintain and secure the Service and to perform functions requested by the Customer.

Customer Data will not be sold to third parties.

11. Data Protection and Security

The Service Provider processes personal data in accordance with the EU General Data Protection Regulation, applicable data protection legislation and the Service Provider’s Privacy Policy.

To the extent that the Service Provider processes personal data contained in Customer Data on behalf of the Customer, the Customer generally acts as the data controller and the Service Provider as the data processor.

Such processing is additionally governed by the Service Provider’s applicable Data Processing Agreement (DPA), which forms part of the agreement between the Customer and the Service Provider.

The Service Provider implements appropriate technical and organisational measures to protect the Service and the information processed through it.

The Customer is responsible for ensuring that it has a lawful basis for processing and storing the personal data it enters into the Service and for complying with its obligations as a data controller.

12. Service Availability and Maintenance

The Service Provider aims to keep the Service continuously available.

The target availability of the Service is 99.5% on a monthly basis. This target does not constitute a binding Service Level Agreement unless a separate SLA has been agreed in writing with the Customer.

Temporary interruptions may occur due to maintenance, updates, security measures, technical faults or circumstances outside the Service Provider’s reasonable control.

Where reasonably possible, planned maintenance will be scheduled to minimise disruption to Customers.

13. Limitation of Liability

The Service Provider will not be liable for indirect or consequential losses, including loss of profit, revenue, business opportunities or interruption of business.

The Service Provider is not liable for loss or damage resulting from:

• an act or omission of the Customer or a User
• inaccurate or incomplete information provided by the Customer
• third-party services, integrations or infrastructure
• equipment, software or network connections used by the Customer
• force majeure events.

The Service Provider’s aggregate liability for direct damages arising from the Service will not exceed the total fees paid by the Customer for the Service during the 12 months preceding the event giving rise to the claim.

These limitations do not apply to damage caused intentionally or through gross negligence or where liability cannot legally be limited.

14. Term and Cancellation by the Customer

A paid agreement remains in force until further notice unless a fixed term has been agreed in an order confirmation, quotation or other separate agreement.

The Customer may cancel an ongoing subscription at any time through the Vaula CRM service or by providing written notice to info@vaulacrm.fi.

Cancellation takes effect at the end of the current billing period that has already been paid or invoiced. The Customer may continue using the Service until the end of that billing period.

Fees already paid or invoiced are not refunded or credited solely because the Customer stops using the Service before the end of the billing period.

15. Suspension and Termination

If a payment is more than 30 days overdue, the Service Provider may, after sending a payment reminder, suspend the Customer’s access to the Service until all overdue amounts have been paid.

The Service Provider may terminate the agreement with immediate effect if:

• the Customer materially breaches these Terms and fails to remedy the breach within 14 days after written notice
• the Customer uses the Service for unlawful purposes
• the Customer’s use creates a material security or operational risk to the Service or other customers and the situation cannot reasonably be resolved through less restrictive measures
• a payment is more than 60 days overdue.

The Service Provider may also terminate an agreement of indefinite duration without specific cause by providing 90 days’ written notice.

16. Export and Deletion of Data

During the term of the agreement, the Customer may export Customer Data using the machine-readable formats made available by the Service, such as CSV.

When the agreement ends, the Customer is responsible for exporting any information it wishes to retain before access to the Service ends.

Upon reasonable request, the Service Provider may also assist the Customer with exporting its data before deletion.

Data in the Customer’s active Service environment will generally be deleted within 30 days after access ends unless longer retention is required by law, security requirements or technical backup processes.

Data remaining in backups will be deleted in accordance with the normal backup rotation process and will not be used for other purposes.

After data has been deleted, the Service Provider is not obliged to restore it.

17. Discontinuation of the Service

If the Service Provider decides to discontinue the Vaula CRM service entirely, Customers will be given at least 90 days’ advance notice unless immediate discontinuation is required by law, an authority, force majeure or another circumstance outside the Service Provider’s reasonable control.

During the notice period, Customers will have the opportunity to export their data from the Service in a machine-readable format.

18. Changes to These Terms

The Service Provider may amend these Terms.

Changes that materially affect the Customer’s rights or obligations will be communicated by email or through the Service at least 30 days before they take effect.

If the Customer does not accept a material amendment, the Customer may cancel its subscription before the amendment takes effect.

Continued use of the Service after an amendment takes effect constitutes acceptance of the amended Terms.

Minor, technical or legally required amendments may be made without advance notice where they do not materially reduce the Customer’s rights.

19. Force Majeure

The Service Provider is not liable for failure or delay in performing its obligations to the extent caused by circumstances outside its reasonable control.

Such circumstances may include major telecommunications or electricity outages, cyberattacks, orders by public authorities, industrial action, war, natural disasters or material disruption to third-party infrastructure required to provide the Service.

20. Assignment

The Customer may not assign the agreement to a third party without the Service Provider’s prior written consent.

The Service Provider may assign the agreement to an affiliated company or to an entity acquiring the business, the Service or a material part of them, provided that the assignment does not materially reduce the Customer’s rights.

21. Governing Law and Dispute Resolution

These Terms and the agreement concerning the Service are governed by the laws of Finland.

The parties will primarily seek to resolve any dispute through negotiations.

If an amicable resolution cannot be reached, disputes will be resolved by the Helsinki District Court as the court of first instance.

22. Contact Information

For questions concerning these Terms or the Service:

Alvarius Oy / Vaula CRM
Business ID: 2529942-4
Bulevardi 46
00120 Helsinki
Finland

Email: info@vaulacrm.fi