1. The services

Crewio Customer Conversion is an AI-assisted, multi-tenant SaaS for service businesses. It helps authorized teams manage enquiries, responses, customer records, follow-up and bookings across supported channels. Customers connect their own Instagram, Facebook Messenger and WhatsApp Business accounts and retain responsibility for those accounts.

Crewio C3 (Command & Control) is an enterprise product for operational knowledge, documents and decision workflows. Its scope, environment, integrations and controls may be defined in a separate order or statement of work.

Features and integrations may change. References to supported channels describe current service capabilities and do not promise an integration that has not been made generally available.

2. Business eligibility and accounts

You must use the services for legitimate business purposes, be legally able to enter a contract, and have authority to act for the business you register. You must provide accurate information, protect credentials, use appropriate access roles and promptly notify us of suspected unauthorized access.

The customer is responsible for its authorized users and for activity under its workspace, except to the extent caused by Crewio’s breach of these Terms.

3. Connected channel accounts

You may connect only Instagram, Facebook Messenger and WhatsApp Business accounts that you own, control or are authorized to administer. You authorize Crewio to access, receive, process and transmit channel data through the permissions you grant, solely to provide and protect the services and as otherwise described in our Privacy Policy.

You are responsible for maintaining your Meta business account, required approvals, notices and consents, and compliance with Meta’s terms and policies. Channel availability can depend on Meta, telecommunications providers or other third parties outside Crewio’s control.

You can disconnect a channel through available settings, revoke permissions with the relevant provider or ask Crewio for help. Disconnecting can prevent channel-dependent features from working. Information already stored is handled under the Privacy Policy and applicable deletion instructions.

4. Customer data and instructions

As between the parties, the customer retains its rights in data, content, business knowledge and instructions submitted to or received through the services (“Customer Data”). The customer authorizes Crewio to host, copy, transmit, transform and otherwise process Customer Data as necessary to provide, secure, support and improve the contracted services.

Crewio will not use one customer’s connected-channel data or private business knowledge to provide responses for another customer. Customers are responsible for the lawfulness, accuracy and quality of Customer Data and for providing any notices or obtaining any permissions required for its use.

Data access, correction and deletion are described in the Privacy Policy. Our data deletion page is available for deletion requests.

5. AI-assisted features and human oversight

The services may use AI to interpret knowledge, generate suggested or automated replies, organize records and assist with actions. AI output is probabilistic and can be incorrect, incomplete or inappropriate. Crewio does not guarantee that output is error-free or suitable for every purpose.

The customer must configure the service appropriately, maintain accurate business knowledge, review output in proportion to risk and ensure meaningful human oversight. Authorized users can review or take over conversations and should do so where decisions are sensitive, regulated, high-value or consequential. The services are not a substitute for legal, medical, financial or other professional judgment.

6. Acceptable use

You must not use the services to:

• break the law, infringe rights, deceive people or send unlawful or unauthorized communications;
• upload malware, probe security, bypass access controls or interfere with the service;
• access data or accounts without authorization;
• reverse engineer or copy the service except where applicable law does not allow that restriction;
• use the service to build a competing product from non-public Crewio materials; or
• process data that is prohibited by the agreement or requires safeguards the customer has not arranged with Crewio.

We may investigate suspected misuse and suspend affected access where reasonably necessary to protect customers, people, third-party platforms or the service.

7. Fees, term and termination

Fees, billing dates, subscription term, usage limits and renewal terms are stated in the applicable order. Unless that order says otherwise, fees are non-cancellable and non-refundable except where required by law or where Crewio materially breaches the agreement and does not cure the breach within a reasonable written notice period.

Either party may terminate for a material breach that remains uncured after reasonable written notice, or where the other party becomes insolvent. Crewio may suspend service for overdue undisputed fees, security risk, unlawful use or material policy violations after notice where practicable.

After termination, access ends and Customer Data is retained or deleted according to the agreement, Privacy Policy and applicable law. Provisions that by nature should survive termination will survive.

8. Confidentiality, intellectual property and feedback

Each party must protect the other party’s non-public business, technical and commercial information using reasonable care and use it only for the agreement. This does not cover information that is public through no breach, already lawfully known, independently developed or lawfully received from another source.

Crewio and its licensors retain rights in the services, software, designs, documentation and general technology. No rights are granted except the limited right to use the service during the subscription. If you provide feedback, Crewio may use it without restriction or obligation, provided we do not identify you publicly without permission.

9. Third-party services

The services may interoperate with Meta and other third-party platforms, models, infrastructure or business systems. Their terms may apply separately. Crewio is not responsible for changes, outages, restrictions or acts of third parties, but will use reasonable efforts to manage supported integrations and communicate material impacts.

10. Service changes and availability

We may update the services to improve security, reliability or functionality. We aim to keep paid services available but do not promise uninterrupted or error-free operation unless a separate service-level agreement says otherwise. Scheduled maintenance, emergencies and third-party dependencies may affect availability.

11. Warranties and liability

Each party warrants that it has authority to enter the agreement. Except for express commitments in the agreement and to the maximum extent permitted by law, the services are provided “as is” and implied warranties are excluded.

To the maximum extent permitted by law, neither party will be liable for indirect, incidental, special, punitive or consequential loss, or for lost profits, revenue, goodwill or data. Each party’s total liability arising from the services will not exceed the fees paid or payable for the affected service during the 12 months before the event giving rise to the claim. These limits do not apply where they cannot lawfully apply, or to fraud, willful misconduct or a party’s payment obligations.

12. Governing law

These Terms and the services are governed by the laws of Hong Kong. The courts of Hong Kong have exclusive jurisdiction, unless the applicable order states another agreed dispute process.

13. Changes and contact

We may update these Terms to reflect service or legal changes. We will post the revised version and update the date above. If a material change applies during a paid term, we will provide reasonable notice.