Terms of Service

1. Agreement to Terms

Coactra ("we," "our," or "us") provides an operations workspace platform through app.coactra.com and related services (collectively, the "Services"). By creating an account, accessing, or using the Services, you ("you" or "Customer") agree to be bound by these Terms of Service ("Terms").

If you are using the Services on behalf of an organization, you represent that you have authority to bind that organization to these Terms.

2. Description of Services

Coactra provides a cloud-based platform that allows you to:

• Store and manage operational data in structured tables
• Create and run automations (scheduled, triggered, or manual)
• Generate intelligence reports and insights from your data
• Connect third-party services and tools
• Request human operator assistance for setup, configuration, or ongoing management

We may update, modify, or discontinue features of the Services at any time with reasonable notice.

3. Account Registration

To use the Services, you must create an account using Google OAuth, Microsoft OAuth, or email verification. You agree to:

• Provide accurate and current information
• Maintain the security of your account credentials
• Notify us immediately of any unauthorized access
• Accept responsibility for all activity under your account

We reserve the right to suspend or terminate accounts that violate these Terms or that we reasonably believe are being used fraudulently.

4. Your Content and Data

"Content" means all data, information, files, and other materials you upload, import, create, or store through the Services. You retain all ownership rights to your Content.

You grant Coactra a limited license to access, use, and process your Content solely for the purpose of providing and improving the Services. We will not use your Content for any other purpose, including marketing, training AI models, or sharing with third parties, except as described in these Terms or with your explicit consent.

You are responsible for the legality of your Content and for obtaining any necessary consents or permissions before uploading personal data of third parties.

5. AI-Powered Features and Limitations

a. AI Service Providers

Certain features of the Services use artificial intelligence provided by third-party vendors. A complete list of AI providers is available to customers on request via legal@coactra.com.

b. Data Processing by AI Providers

By using AI-powered features, you acknowledge that:

• Your data or portions of it may be processed by the AI providers listed above
• These providers process data on our behalf under Data Processing Agreements
• API data is not used to train or improve their models (per provider API terms)
• Data sent is limited to what is necessary for the specific AI operation (e.g., text for analysis, company info for qualification)

c. AI Output Limitations and Disclaimers

AI-generated outputs are suggestions only and may contain:

• Inaccuracies or "hallucinations" — AI may generate plausible but incorrect information
• Bias — AI models may reflect biases in their training data
• Outdated information — AI knowledge has a cutoff date and may not reflect current facts
• Inappropriate content — Despite safeguards, AI may occasionally produce unsuitable outputs

You accept responsibility for:

• Reviewing AI outputs before using them in business decisions or external communications
• Verifying facts, data, and recommendations provided by AI features
• Approving AI-generated actions before they affect your data or external systems
• Not relying on AI outputs for legal, medical, financial, or other professional advice

d. AI Credit Consumption

AI processing consumes credits from your plan allocation. Credit usage varies by operation complexity. You can monitor credit usage from your account dashboard.

e. Opting Out

You may disable AI features at any time from your workspace settings. Disabling AI features will prevent any data from being sent to AI providers but may limit platform functionality.

6. Automations and Data Modifications

Automations you create, configure, or activate may modify your data (create, update, move, or delete records) and interact with connected third-party services. By activating an automation:

• You accept responsibility for its actions and consequences
• You acknowledge that data pushed to third-party services cannot be reversed by Coactra
• You understand that scheduled automations will run automatically at the configured times

Coactra provides data snapshots before modifications, allowing you to undo in-platform changes within the retention period defined by your plan. This does not apply to changes made to external services via connections.

7. Operator Assistance (Human-in-the-Loop)

If you request operator assistance, you explicitly grant a Coactra operator time-limited access to specific workspaces you designate. This access is:

• Consent-based — requires your explicit action to grant
• Scoped — limited to the workspaces you specify
• Time-limited — expires at the end of the engagement or support period
• Audited — every action taken is recorded and visible to you
• Revocable — you may revoke access immediately at any time

Operator assistance is billed separately from your subscription at the rate agreed upon before work begins. The operator will not access workspaces you have not explicitly granted access to.

8. Subscription Plans and Payment

The Services are offered through subscription plans with different feature levels and usage limits. By subscribing:

• You agree to pay the applicable fees for your selected plan
• Payment is processed monthly through our payment provider
• Fees are non-refundable except as required by applicable law
• We may change pricing with 30 days advance notice
• Failure to pay may result in suspension or termination of access

Free trials do not require a credit card. Upon expiration, you must select a paid plan to continue using the Services.

9. Acceptable Use

You agree not to:

• Use the Services for any unlawful purpose
• Attempt to access accounts, systems, or data belonging to other customers
• Interfere with or disrupt the Services or related infrastructure
• Reverse engineer, decompile, or attempt to extract source code
• Use the Services to send unsolicited communications (spam)
• Create accounts using temporary or disposable email addresses
• Share account credentials or allow unauthorized access

9a. Data Enrichment Services

a. Third-Party Data Providers

When you use data enrichment features, we send limited identifiers to third-party data enrichment providers. These providers return publicly available business information. A complete list of enrichment providers is available to customers on request via legal@coactra.com.

By using enrichment features, you acknowledge that:

• Limited data (identifiers only) is shared with these providers
• Enriched data comes from third-party sources we do not control
• You are responsible for complying with applicable data protection laws when enriching personal data
• You must obtain necessary consents before enriching EU personal data

b. Your Responsibilities

When using enrichment features, you agree to:

• Only enrich data you have a lawful basis to process
• Obtain necessary consents for processing personal data (especially EU data)
• Comply with the terms of service of enrichment providers
• Not enrich data for purposes prohibited by provider terms (e.g., scraping for resale)

9b. Email and Outreach Compliance

a. Your Legal Obligations

If you use the Services to send outbound emails or other communications, you are solely responsible for compliance with all applicable anti-spam and privacy laws, including but not limited to:

• CAN-SPAM Act (United States) — Requires opt-out mechanism, sender identification, accurate subject lines
• CASL (Canada) — Requires express consent before sending commercial electronic messages
• GDPR Article 21 (EU) — Requires consent or legitimate interest for marketing, clear opt-out
• PECR (UK) — Requires consent for electronic marketing to individuals

b. Required Practices

When sending emails via the Services or using contact data obtained through the Services, you must:

• Obtain consent — Secure opt-in consent before sending marketing emails (express consent required in Canada/EU)
• Include unsubscribe links — Every email must contain a clear, functional unsubscribe mechanism
• Honor opt-outs — Process unsubscribe requests within 10 business days (CAN-SPAM) or immediately (GDPR)
• Identify yourself — Include your valid physical address and identify the sender
• Use accurate subject lines — Subject lines must accurately reflect email content
• Keep records — Maintain proof of consent, especially for EU/Canadian contacts

c. Prohibited Practices

You agree NOT to:

• Send unsolicited bulk emails (spam)
• Purchase or use third-party email lists without verified consent
• Send emails to scraped or harvested addresses
• Use deceptive subject lines or sender information
• Omit unsubscribe links or make them difficult to use
• Continue emailing after opt-out or complaint

d. Consequences of Violations

Coactra reserves the right to:

• Suspend or terminate accounts that violate anti-spam laws
• Disable email-sending features if abuse is detected
• Report violations to authorities if legally required
• Cooperate with regulatory investigations

You indemnify Coactra against any claims, fines, or penalties arising from your email practices or violations of anti-spam laws. Violations can result in significant fines:

• CAN-SPAM: Up to $51,744 per violation (FTC)
• CASL: Up to $10 million CAD
• GDPR: Up to €20 million or 4% of annual revenue

10. Intellectual Property

The Services, including all software, designs, documentation, and proprietary technology, are owned by Coactra and protected by applicable intellectual property laws.

Automation configurations, data structures, and content created in your workspace are your property. Coactra retains no ownership claim over your Content or configurations.

11. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, Coactra'S TOTAL LIABILITY FOR ANY CLAIMS ARISING FROM THESE TERMS OR YOUR USE OF THE SERVICES SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU IN THE THREE (3) MONTHS PRECEDING THE CLAIM.

Coactra IS NOT LIABLE FOR: (A) INDIRECT, INCIDENTAL, SPECIAL, OR CONSEQUENTIAL DAMAGES; (B) LOSS OF PROFITS, DATA, OR BUSINESS OPPORTUNITIES; (C) DATA LOSS RESULTING FROM AUTOMATIONS YOU ACTIVATED; (D) ACTIONS TAKEN BY THIRD-PARTY SERVICES VIA CONNECTIONS YOU CONFIGURED.

12. Termination

You may cancel your subscription at any time from your account settings. Upon cancellation:

• Your access continues until the end of the current billing period
• Your data remains accessible for 30 days after the period ends
• After 30 days, your data is permanently and irreversibly deleted
• All operator access tokens are immediately invalidated

We may terminate or suspend your account for violation of these Terms, with notice where practicable.

13. Disclaimers

THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICES WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE.

14. Changes to Terms

We may update these Terms from time to time. We will notify active users of material changes via email at least 30 days before they take effect. Your continued use of the Services after the effective date constitutes acceptance of the updated Terms.

15. Governing Law and Dispute Resolution

a. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the Republic of Rwanda, without regard to its conflict of law provisions.

b. Dispute Resolution

In the event of any dispute, controversy, or claim arising out of or relating to these Terms or the Services ("Dispute"), the parties agree to the following process:

Step 1: Good-Faith Negotiation (Required First Step)

The parties shall first attempt to resolve the Dispute through good-faith negotiation. Either party may initiate negotiations by sending written notice to the other party at:

• For Coactra: legal@coactra.com
• For Customer: The email address associated with your account

The parties shall negotiate in good faith for a period of 30 days from the date of the notice.

Step 2: Mediation (Optional)

If the Dispute is not resolved through negotiation, either party may request mediation through the Kigali International Arbitration Centre (KIAC) or another mutually agreed mediator. Mediation costs shall be shared equally between the parties.

Step 3: Arbitration or Court

If the Dispute is not resolved through negotiation or mediation within 60 days total, either party may:

• Option A (Preferred): Submit the Dispute to binding arbitration under the Rules of the Kigali International Arbitration Centre (KIAC). The arbitration shall be conducted in English in Kigali, Rwanda, or virtually if agreed by both parties. The arbitrator's decision shall be final and binding.
• Option B: File a claim in the Commercial Court of Kigali, Rwanda. The parties irrevocably submit to the exclusive jurisdiction of such courts.

c. Exception for Data Protection Authorities

Nothing in this section prevents you from lodging a complaint with your local data protection supervisory authority if you are located in the European Union, United Kingdom, or another jurisdiction with applicable data protection laws. EU residents may also choose to bring proceedings in the courts of their EU member state of residence.

d. Class Action Waiver

To the extent permitted by applicable law, you agree that any Dispute shall be resolved on an individual basis and not as a class action, collective action, or representative proceeding.

e. Language

All legal proceedings shall be conducted in English. If translation is required by applicable law, the English version of these Terms shall prevail in case of any conflict.

16. Contact

For questions about these Terms, contact us at legal@coactra.com.