Legal
Terms of Service
These terms are an agreement between you and Refined Capital LLC, which operates RefinedCRM (“RefinedCRM,” “we,” “us”). By creating an account, subscribing, or using the service, you agree to them. If you are agreeing on behalf of a business, you confirm you have authority to bind it.
Please read Sections 13 through 17. They disclaim warranties, limit our liability, require most disputes to be resolved by individual arbitration, and waive your right to a jury trial and to participate in a class action.
1. What RefinedCRM is, and what it is not
RefinedCRM is customer relationship management software for licensed insurance and annuity producers. We sell software. That is the whole of what we do.
We are not an insurance agency, broker, carrier, or advisor in connection with this service. We do not sell, solicit or negotiate insurance for you. We do not give insurance, financial, tax or legal advice, and nothing in the service is advice of that kind. We are not affiliated with, endorsed by, or acting for any insurance carrier or regulator. Your licensing, appointments, suitability obligations, continuing education, advertising review and every other regulatory duty remain entirely yours.
We do not promise results. Nothing we say anywhere — in the product, on our website, in a demo, or in a conversation — is a guarantee of leads, appointments, sales, production, commission, retention or income. Any figures shown in demonstrations or marketing are illustrative.
2. Who can use it
You must be a licensed insurance or annuity producer in good standing, or a business employing or contracting with such producers, and you must be at least 18. You are responsible for keeping your licensing accurate and current, and for telling us if your license lapses or is revoked.
You are responsible for your account credentials and for everything done under your account. Tell us promptly if you suspect unauthorized access.
3. The platform we are built on
RefinedCRM is built on GoHighLevel, a third-party platform we do not own or control. Your account is a white-labeled environment on that platform. This is important and we would rather you know it than discover it:
- The platform’s availability, features, performance and policies are set by its provider, not by us. It can change them.
- An outage, defect, change, deprecation or policy decision by that provider, or by any other third-party service the product depends on, is not a breach of these terms by us.
- If our own relationship with that provider ends, the service may be interrupted or discontinued. We will tell you as early as we reasonably can.
The same applies to the other services the product relies on, including messaging, email, payment and AI providers.
4. Your data
You own your data. You keep all rights to the client records, contact information, communications, documents and other content you put into RefinedCRM. We claim no ownership.
You grant us the rights we need to run the service for you: to host, store, transmit, process and display your data, to make backups, and to provide support — including accessing your account when needed to diagnose a problem or when you ask us to. Our access to customer accounts is logged.
We will not sell your data, use it to market to your clients, or use it for our own purposes beyond operating and improving the service.
You are responsible for your data being lawful: that you have the right to collect it, that you have any consent required, and that you are allowed to store it in the service. Do not put protected health information, payment card numbers, or government identification numbers into RefinedCRM. The service is not configured for them and we do not offer a HIPAA business associate agreement.
5. Communications compliance
This is the most important obligation you take on, and the one most likely to cost you money if you get it wrong.
You are the sender of every message that goes out of your account. Texts, emails and calls to your contacts come from your numbers and your sending identity, under a carrier registration held in your own name or your legal entity, and they are yours.
You are solely responsible for:
- Having valid consent to contact each person you contact, and keeping records proving it
- Complying with the Telephone Consumer Protection Act, federal and state do-not-call rules, state telemarketing laws, CAN-SPAM, and carrier and industry messaging requirements
- Honoring opt-outs promptly, across every channel
- Respecting calling and texting time restrictions
- Maintaining your own internal do-not-call list
- The content of everything you send
About your carrier registration: we submit your messaging campaign registration to carriers on your behalf, using information you give us. You are responsible for that information being accurate and complete, for sending only the kind of messages your registration covers, and for keeping it current. Submitting it for you does not make us the sender or make us responsible for your messages.
We do not write your messages, build your campaigns, choose your recipients, or decide when anything sends. Those are your decisions.
We may suspend your account immediately if we receive credible complaints, a carrier or regulator contacts us, or we reasonably believe your use violates this section. We may cooperate with carriers, regulators and law enforcement, and may disclose information about your account where legally required.
6. Lead generation and agency-of-record
If you participate in advertising campaigns we run with media partners, you appoint us to act on your behalf by signing an agency-of-record authorization. That authorization governs what we are permitted to do for you, and these terms do not replace it.
Inquiries generated through those campaigns are delivered into your account and become your records. You are responsible for contacting them lawfully, including confirming you have a basis to contact each one. We do not warrant the quality, accuracy, closability or contactability of any lead.
7. Producer profile pages
As part of the service we provide you with a public profile page you can use to let prospects verify who they are dealing with.
That page is yours. You supply and control everything on it — your name, photo, biography, license and National Producer Number, contact details, calendar and any claims it makes. You are responsible for the accuracy of that content, for keeping it current, and for its compliance with insurance advertising rules in every state where you are licensed. You are responsible for responding to anyone who contacts you through it, including privacy requests.
We do not verify, endorse, vouch for or recommend you. Providing the page is not a representation by us about your licensing, qualifications, conduct or the products you sell, and you must not describe it as one. Where the page links to a state Department of Insurance license lookup, verification happens at that state’s official source.
Your right to use the page lasts only while your subscription is active. Sections 4, 5 and 8 apply to the page and to anything sent from it.
8. Acceptable use
Do not use RefinedCRM to: send unlawful, deceptive, harassing or unsolicited messages; contact people who have opted out; misrepresent who you are, what you are licensed to do, or what a product does; violate insurance advertising or suitability rules; upload malware; attempt to breach or probe our systems or the underlying platform; reverse engineer the service; resell or sublicense access without our written agreement; scrape or extract data other than your own; or use the service for anything illegal.
9. AI features
RefinedCRM includes, or will include, AI features that summarize conversations, draft replies, and respond to messages from your contacts.
AI replies only — it does not initiate contact. An AI assistant responds to people who have already messaged you. It is not built for, and must not be used for, unsolicited or promotional outreach to anyone who has not contacted you first. Outbound campaigns remain yours to write and send under Section 5.
- AI output can be inaccurate, incomplete or inappropriate. You are responsible for everything sent from your account, whether a person or an AI feature composed it.
- AI features do not give insurance, financial, tax or legal advice and must not be used as if they do. You are responsible for suitability and for every regulatory duty attaching to what is said to your clients.
- You must not configure, script or otherwise use an AI feature to make first contact, or to send promotional messages to anyone who has not messaged you first.
- Where an AI assistant communicates with a contact, it identifies itself as an AI assistant when asked. You must not configure or use the feature to conceal that.
- Using AI features sends conversation content and record context to a third-party AI provider. We use more than one provider and may change them at any time. Our Privacy Policy explains what is sent and to whom.
- You remain responsible for consent and communications compliance under Section 5 for every message an AI feature sends.
- We may change, limit or withdraw AI features, and their behavior may change as underlying models change.
Features labeled beta, preview or early access are provided as-is, may be unstable, and may be withdrawn without notice.
10. Fees, renewal and cancellation
Fees. RefinedCRM is offered in tiered plans. The plan you choose, its price, and whether you are billed monthly or annually are presented to you before you subscribe and recorded in your order form, proposal or signup confirmation. Those documents, together with these terms, set what you owe. Annual plans are billed in advance for the full year.
Automatic renewal. Your subscription renews automatically for successive periods of the same length until you cancel, and you authorize us to charge your payment method for each renewal.
How to cancel. RefinedCRM accounts are set up by us, not through self-service signup. To cancel or change your plan, give us notice by email to info@refined-crm.com, by text message, or in writing, at least 72 hours before your renewal date. We will confirm your request. Notice received at least 72 hours before renewal stops that renewal; notice received later takes effect at the end of the following period.
Usage charges and your account wallet. Some costs depend on how you use the service, such as phone numbers, text-messaging registration and campaign fees, messages, calls and AI usage. These are paid from a prepaid balance (your account wallet). You authorize us to charge your payment method on file to add funds to that wallet, including automatic top-ups when the balance runs low, and to bring a negative balance back to zero. These charges apply whether your account is active or paused.
Pausing your account. You may ask us to pause your account. While it is paused, your login and automations are turned off, and your phone numbers and text-messaging registration are kept so you can return without registering again. Their monthly costs continue and are paid from your wallet as described above. Before a pause starts we may ask you to prepay those costs into your wallet; any unused balance stays on your account. A pause longer than one month carries a monthly pause fee, currently $25, starting one month after the pause begins and continuing until you resume or cancel. If you have not resumed by your agreed return date, we will contact you. If we cannot reach you within 14 days, we may extend the pause or cancel the account and release its phone numbers.
Cancellation takes effect at the end of your current billing period. Fees already paid are not refunded except where the law requires it or we agree in writing.
If we change our prices we will give you at least 30 days’ notice before the change applies to your renewal. Fees exclude taxes, which you are responsible for. If a payment fails we may suspend the account until it is resolved.
11. Term, suspension and termination
These terms apply while you have an account.
You may cancel at any time as described above.
We may suspend or terminate your account if you breach these terms, fail to pay, use the service in a way that creates legal or security risk for us or the underlying platform, or if we are required to. Where it is reasonable to do so we will warn you first, but conduct under Section 5 or Section 8 may warrant immediate suspension.
We may discontinue the service on 30 days’ notice to you.
When your account ends: you can export your data for 60 days after termination, after which we may delete it. Export is subject to what the underlying platform supports; we will help you get what is available. Sections that by their nature should survive — ownership, disclaimers, limits of liability, indemnification, dispute resolution — survive termination.
12. Our intellectual property
The service, including its software, design, branding and documentation, belongs to us or our licensors. We grant you a limited, non-exclusive, non-transferable, revocable right to use it for your own business during your subscription. That is the only right you get; everything else is reserved. You may not use our name, logo or branding without written permission.
If you send us feedback or suggestions, we may use them without obligation or compensation to you.
13. Disclaimer of warranties
The service is provided “as is” and “as available,” without warranty of any kind. To the fullest extent permitted by law, we disclaim all warranties, express, implied and statutory, including any implied warranty of merchantability, fitness for a particular purpose, title and non-infringement.
We do not warrant that the service will be uninterrupted, timely, secure or error-free, that defects will be corrected, that data will not be lost, or that the service will meet your requirements. We make no warranty regarding any third-party platform or service the product depends on, or regarding any lead, result, outcome or AI-generated output.
We do not commit to any uptime level and offer no service level agreement.
14. Limitation of liability
To the fullest extent permitted by law, we will not be liable for any indirect, incidental, special, consequential, exemplary or punitive damages, or for any lost profits, lost revenue, lost commissions, lost business, lost data, or regulatory fines or penalties imposed on you, even if we have been advised that they were possible.
Our total liability arising out of or relating to these terms or the service will not exceed the greater of (i) one hundred US dollars ($100) or (ii) the amount you paid us in the three months before the event giving rise to the claim.
These limits do not apply to liability that cannot be limited by law, or to our gross negligence, willful misconduct or fraud. They apply even if a limited remedy fails of its essential purpose.
15. Indemnification
You will defend, indemnify and hold us harmless from any third-party claim, and any resulting loss, liability, damage, penalty, fine, cost or reasonable legal fee, arising out of or relating to:
- Your messages, calls and marketing, including any claim under the Telephone Consumer Protection Act, do-not-call rules, state telemarketing law or CAN-SPAM
- Your consent practices and your lead sources
- Your data and your right to collect, store and use it
- Your insurance activities, licensing, appointments, advertising and suitability obligations
- Anything sent from your account, including output generated by AI features, and anything published on your producer profile page
- Your breach of these terms or of any law
We will defend and indemnify you against a third-party claim that the service, used as permitted, infringes a US patent, copyright or trademark. This does not cover claims arising from your data, your use in combination with anything we did not supply, your modifications, or your continued use after we tell you to stop. We may procure the right to continue, modify the service, or terminate and refund prepaid unused fees.
The party seeking indemnity must give prompt notice, allow the other to control the defense, and cooperate reasonably. Neither settles a claim imposing obligations on the other without consent.
16. Disputes
Please read this section carefully. It affects how disputes between us are resolved.
First, talk to us. Before starting any formal proceeding, send us a written description of the dispute and what you want. We will do the same. Give us 30 days to resolve it informally.
Arbitration. Any dispute not resolved informally will be settled by binding arbitration administered by the American Arbitration Association under its applicable rules, before one arbitrator, seated in Maricopa County, Arizona or conducted remotely at either party’s request. The arbitrator’s decision is final and may be entered as a judgment in any court of competent jurisdiction.
Jury trial and class action waiver. You and we each waive the right to a trial by jury and the right to participate in any class, collective, consolidated or representative action.
The arbitrator may award relief only to the individual party seeking it, and only to the extent needed to satisfy that party’s individual claim.
Small claims. Either party may instead bring an individual claim in small-claims court if it qualifies.
Coordinated filings. If 25 or more similar arbitration demands are filed against us by the same or coordinated counsel, the demands will proceed in batches of no more than 50, with a single arbitrator per batch, and the parties will use the outcomes of the first batches to try to resolve the remainder.
Claims must be brought within one year of when they arise, to the extent the law allows.
17. Governing law
These terms are governed by the laws of the State of Arizona, without regard to its conflict-of-laws rules.
18. General
Changes. We may update these terms. For material changes we will give you notice by email or in the product at least 30 days before they take effect, and continuing to use the service after that means you accept them. If you do not accept, cancel before they take effect.
Electronic communications. You agree to receive communications from us electronically, and that electronic records and signatures satisfy any legal requirement that they be in writing.
Force majeure. Neither party is liable for a delay or failure caused by something outside its reasonable control, including acts of nature, war, terrorism, civil unrest, labor disputes, government action, internet or utility failure, or the failure of a third-party platform or provider.
Assignment. You may not assign these terms without our written consent. We may assign them to an affiliate or in connection with a merger, acquisition or sale of assets.
Entire agreement. These terms, the Privacy Policy, and any order form or agency-of-record authorization you have signed are the entire agreement between us and supersede any earlier discussions. If you have signed a separate written agreement with us, that agreement controls where it conflicts with these terms.
Severability and waiver. If a provision is unenforceable, the rest stays in effect. Not enforcing a provision is not a waiver of it.
Independent contractors. Nothing here creates a partnership, joint venture, employment or agency relationship, except the agency-of-record authorization described in Section 6, which stands on its own terms.