Terms of Service

Last updated: 23 August 2026

These Terms of Service ("Terms") govern access to and use of the BiVi CRM platform and the website bivicrm.io (the "Service"), provided by:

S.R.L. PERFORMANCE CRM ("BiVi CRM", "we", "us")
IDNO: 1026023027360
Registered address: MD-4233, str. Miciurin, Slobozia, Ștefan Vodă, Republic of Moldova
Email: info@bivicrm.io · Phone: +373 68 678 731

By creating an account or using the Service you agree to these Terms. If you accept on behalf of a business, you represent that you are authorized to bind that business. The Service is intended exclusively for business use; it is not offered to consumers.

1. The Service

BiVi CRM enables businesses to manage customer conversations across WhatsApp, Instagram and Messenger, schedule and send messages, use message templates, build AI assistants and workflows, manage sales pipelines and tasks, and manage advertising campaigns. Optional integrations, including Google Sheets, may be enabled by the customer. Features may evolve over time; we will not materially degrade core functionality during a paid term.

2. Accounts and workspaces

  • You are responsible for the accuracy of your account information and for keeping credentials confidential.
  • You are responsible for all activity in your Workspace, including users you invite and the roles you grant.
  • You must be at least 18 years old and legally able to enter into these Terms.
  • You must notify us without delay at info@bivicrm.io of any suspected unauthorized access.

3. Acceptable use

You agree not to use the Service to:

  • send spam, unsolicited, deceptive, misleading or unlawful messages;
  • message people who have not given the consent required by applicable law and platform rules;
  • infringe third-party rights, harass, or distribute malware or illegal content;
  • process special categories of personal data without an adequate legal basis and safeguards;
  • attempt to disrupt, reverse-engineer, scrape or gain unauthorized access to the Service;
  • resell or provide the Service to third parties without our written agreement.

We may suspend accounts that create legal, security or platform risk.

4. Your responsibilities as data controller

You are the controller of the contact and conversation data you manage through the Service; we act as your processor. You are responsible for:

  • having a valid legal basis for processing your contacts' data;
  • obtaining all required opt-ins and consents before messaging;
  • providing your contacts with a privacy notice and honouring their rights;
  • the content of messages, templates and automated replies you configure, including AI-generated replies.

Our processing on your behalf is governed by our Data Processing Agreement, concluded under Article 28 GDPR and the corresponding provisions of Law No. 195/2024. A copy is issued on request from info@bivicrm.io and forms part of these Terms.

5. Meta compliance

The Service relies on Meta's official APIs. You must comply with Meta's applicable policies, including the WhatsApp Business Messaging Policy, the WhatsApp Commerce Policy, the Messenger Platform Policy, the Instagram Platform Policy and Meta's advertising policies. You are solely responsible for respecting the 24-hour customer-service window, template rules and opt-in requirements. Meta may restrict or suspend your accounts for violations; this is outside our control and does not entitle you to a refund.

6. Billing and payments

6.1 Messaging is prepaid through a wallet. Top-ups are made via our payment processor (Stripe). Paid messages, such as WhatsApp template messages, are charged from your balance and may include our stated markup over the underlying provider cost. Applicable prices are displayed before purchase.

6.2 Subscription fees, where applicable, are billed in advance for the selected period and renew automatically unless cancelled before the end of the current period. You may cancel at any time from your account settings, effective at the end of the paid period.

6.3 Optional auto-recharge, if enabled by you, charges your saved payment method when your balance falls below the threshold you set. You may disable it at any time.

6.4 We will give at least 30 days' notice by email before any increase in subscription fees; the change takes effect at the start of the next period.

6.5 Except where required by mandatory law, top-ups and message charges are non-refundable, since they correspond to services already consumed or credits already made available. Unused wallet balance remains available while your account is active.

6.6 Prices are exclusive of VAT and other applicable taxes, which are added where required.

6.7 Late payment: we may suspend access, in whole or in part, until outstanding amounts are paid.

7. Third-party services

The Service integrates with third parties including Meta, Google and Stripe. Your use of those services remains subject to their own terms. We are not responsible for their acts or omissions, including message delivery, template approval, ad account restrictions or API changes. If you connect the Google Sheets integration, you are responsible for the Google account you connect and its content. Our handling of data obtained through Google APIs is described in section 7 of our Privacy Policy.

8. AI features

AI-generated output may be inaccurate or incomplete. You are responsible for reviewing it and for any message sent to your contacts, whether composed by a human or generated automatically. We do not warrant the accuracy, suitability or legal compliance of AI output. You must not use AI features to produce unlawful, deceptive or harmful content.

9. Intellectual property

We and our licensors own the Service and its software. You retain ownership of your content and contact data. You grant us a limited, non-exclusive licence to host, process and transmit your content solely to operate the Service for you. You may not copy, modify, distribute or create derivative works of the Service.

10. Data export and deletion

While your account is active you may export your contacts and conversations from the Service. On termination, you may request an export within 30 days, after which data is deleted in accordance with our Privacy Policy. Deletion instructions are published at bivicrm.io/Home/DataDeletion.

11. Availability and support

We aim for high availability but do not guarantee uninterrupted service. We may perform scheduled maintenance, announced in advance where reasonably practicable. Support is provided by email at info@bivicrm.io during business hours (Chișinău time).

12. Disclaimers

The Service is provided "as is" and "as available". We do not guarantee that messages will be delivered, that templates will be approved, that ad campaigns will perform, or that the Service will be uninterrupted or error-free, as these depend in part on third parties such as Meta. Nothing in these Terms excludes liability that cannot be excluded under applicable law.

13. Limitation of liability

To the maximum extent permitted by law, we will not be liable for indirect, incidental, special, consequential or punitive damages, or for lost profits, revenue, goodwill or data. Our total aggregate liability for all claims relating to the Service is limited to the amounts you paid us in the three months preceding the event giving rise to the claim. These limitations do not apply to damage caused by intent or gross negligence, or to death or personal injury.

14. Indemnification

You will indemnify and hold us harmless against third-party claims arising from your use of the Service in breach of these Terms, your violation of applicable law or platform policies, or the content of messages you send.

15. Suspension and termination

We may suspend or terminate access if you materially breach these Terms, fail to pay, or use the Service in a way that creates legal, security or platform risk. Where practicable we will give notice and an opportunity to remedy. You may stop using the Service at any time by requesting deletion of your account. On termination, your right to use the Service ends; data handling follows section 10 and our Privacy Policy.

16. Changes to these Terms

We may update these Terms. Material changes will be notified by email to workspace administrators and by updating the "Last updated" date at least 15 days before they take effect. Continued use after that date constitutes acceptance. If you do not accept the changes, you may terminate before they take effect.

17. Governing law and jurisdiction

These Terms are governed by the laws of the Republic of Moldova, without regard to conflict-of-law rules. The parties will first attempt to resolve any dispute amicably by writing to info@bivicrm.io. Failing that, disputes fall within the exclusive jurisdiction of the competent courts of the Republic of Moldova, at the registered seat of S.R.L. PERFORMANCE CRM. Mandatory consumer-protection rules of your country of residence, where applicable, remain unaffected.

18. Miscellaneous

  • Severability — if a provision is held invalid, the remainder stays in force.
  • No waiver — failure to enforce a right is not a waiver of it.
  • Assignment — you may not assign these Terms without our written consent; we may assign them in connection with a merger, acquisition or asset transfer.
  • Entire agreement — these Terms, together with the Privacy Policy and the Data Processing Agreement, constitute the entire agreement between the parties.
  • Language — these Terms are drawn up in English; translations are for information only and the English version prevails.

19. Contact

S.R.L. PERFORMANCE CRM
IDNO 1026023027360
MD-4233, str. Miciurin, Slobozia, Ștefan Vodă, Republic of Moldova
info@bivicrm.io · +373 68 678 731

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