Terms of Service

Last updated: 03/09/2026

These Terms of Service (“Terms”) govern access to and use of Frostwood CRM, including its website, applications, software, APIs, modules and related services (collectively, the “Service”).

The Service is provided by Frostwood Limited, a company incorporated in Kenya (“Frostwood”, “we”, “us” or “our”).

By creating an account, accessing or using Frostwood CRM, you agree to these Terms. If you use Frostwood on behalf of a company or other organisation, you represent that you have authority to bind that organisation to these Terms.

1. The Service

Frostwood CRM is a cloud-based business management platform that may provide features including customer relationship management, invoicing, quotations and estimates, proposals, payments, expenses, accounting and financial reporting, projects, tasks, leads, contracts, support tickets, document generation, business reporting and other business-management functionality.

Features available to you may depend on your subscription plan.

We may add, modify or discontinue features as the Service develops, subject to applicable law and our contractual commitments.

2. Accounts

You must provide accurate and current information when creating an account.

You are responsible for maintaining the confidentiality and security of your login credentials and for activities conducted through accounts under your organisation.

You must promptly notify Frostwood if you believe an account has been compromised or accessed without authorisation.

Where available or required, users should enable multi-factor authentication and other security controls provided by Frostwood.

3. Tenant Administrators and Users

A customer organisation (“Tenant”) may authorise employees, contractors or other persons to use its Frostwood workspace.

The Tenant is responsible for:

• determining who may access its workspace;
• assigning appropriate roles and permissions;
• removing access when it is no longer required;
• ensuring its users use the Service lawfully; and
• ensuring information uploaded to Frostwood has been collected and processed lawfully.

Actions performed by authorised users may be treated as actions performed on behalf of the Tenant.

4. Customer Data

As between Frostwood and the Tenant, the Tenant retains its rights in information, documents and other content submitted to the Service (“Customer Data”).

Customer Data may include customer and supplier information, contacts, invoices, quotations, accounting records, financial transactions, projects, contracts, documents, support records and related business information.

You grant Frostwood the limited rights necessary to host, store, process, transmit, back up and otherwise handle Customer Data for the purpose of providing, securing, supporting and improving the Service in accordance with these Terms and our Privacy Policy.

Frostwood will not acquire ownership of a Tenant's Customer Data merely because that data is stored in Frostwood CRM.

5. Data Protection

Each party will comply with applicable data-protection and privacy laws.

Where a Tenant determines the purposes and means for processing personal data stored in Frostwood, the Tenant generally acts as the data controller and Frostwood may act as a data processor/service provider on the Tenant's behalf.

Frostwood may separately act as a data controller for personal data it processes for its own legitimate business purposes, including account administration, security, subscription management, compliance and communications.

Where required, Frostwood and a Tenant may enter into a separate Data Processing Agreement (“DPA”).

6. Acceptable Use

You must not use Frostwood to:

• violate applicable laws or regulations;
• infringe another person's intellectual-property or privacy rights;
• gain unauthorised access to systems, accounts or data;
• distribute malware or malicious code;
• conduct fraudulent or deceptive activities;
• send unlawful spam or unsolicited communications;
• interfere with the availability or security of the Service;
• circumvent usage, subscription or security restrictions;
• probe or exploit vulnerabilities without written authorisation;
• upload unlawful content; or
• use Frostwood CRM in a way that materially harms the Service or other customers.

We may restrict access where reasonably necessary to protect Frostwood CRM, customers, third parties or the integrity of the Service.

7. Subscriptions and Billing

Certain Frostwood features require a paid subscription.

Prices, billing periods, included features and applicable limits will be displayed when you subscribe or otherwise communicated to you.

Unless otherwise stated, subscription charges are billed in advance.

Applicable taxes may be added as required by law.

If recurring billing is enabled and authorised, Frostwood may charge the selected payment method when subscription payments become due.

8. Trials

Frostwood may offer free trials.

Trial duration and functionality may vary.

When a trial expires, access to paid features may be restricted unless the Tenant selects a paid subscription.

We may impose reasonable limits on trial accounts to prevent abuse.

9. Failed and Overdue Payments

If a subscription payment becomes overdue, Frostwood may provide reminders and a reasonable grace period according to the applicable subscription policy.

If payment remains outstanding, we may restrict or suspend access to paid functionality.

We will not intentionally delete Customer Data merely because a payment is a few days late. Any eventual deletion will follow the applicable retention policy and notices required by law or contract.

10. M-Pesa and Third-Party Payments

Frostwood may integrate with third-party payment providers such as M-Pesa and other payment services.

Payment transactions may therefore also be subject to the terms, availability and privacy practices of the relevant payment provider.

Frostwood is not a bank, mobile-money operator or financial institution merely by providing integrations with those services.

We do not guarantee the continuous availability of third-party payment networks.

11. Accounting and Financial Information

Frostwood may provide accounting calculations, reports, tax information, financial statements and related tools.

These features are intended to assist businesses with record keeping and administration.

Frostwood is not a substitute for professional accounting, tax, audit, financial or legal advice.

Customers remain responsible for reviewing their records and determining whether information generated through the Service is correct and appropriate for their circumstances.

12. Tax and Regulatory Compliance

Customers are responsible for determining their own tax and regulatory obligations, including applicable VAT, income-tax, record-keeping, invoicing and reporting requirements.

Where Frostwood integrates with services operated by authorities such as the Kenya Revenue Authority, availability and accuracy may also depend on those external services.

Frostwood should not represent a document as officially submitted, validated or approved by a government authority unless the relevant integration has actually completed that process.

13. Intellectual Property

Frostwood and its licensors retain all rights in the Service, including its software, source code, interfaces, designs, trademarks, documentation and other proprietary materials.

These Terms do not transfer ownership of Frostwood's intellectual property to the customer.

You may not copy, reverse engineer, resell or commercially exploit the Service except where expressly authorised by Frostwood or permitted by applicable law.

14. Feedback

If you voluntarily provide suggestions or feedback regarding Frostwood CRM, we may use that feedback to improve the Service without an obligation to compensate you, provided we do not thereby acquire ownership of your Customer Data.

15. Availability

We aim to provide a reliable Service but cannot guarantee uninterrupted or error-free availability.

The Service may occasionally be unavailable because of maintenance, updates, network failures, security incidents, third-party failures or circumstances beyond our reasonable control.

Where practical, we will provide notice of planned maintenance that materially affects customers.

16. Backups and Data Recovery

Frostwood may maintain backups and disaster-recovery mechanisms appropriate to the Service.

However, customers should maintain copies of business records where reasonably necessary for their legal, accounting or operational requirements.

Any specific backup frequency, retention period or recovery commitment offered by Frostwood should be documented separately and not assumed from these Terms.

17. Suspension

We may suspend or restrict access where reasonably necessary because of:

• serious or repeated violations of these Terms;
• security threats;
• fraudulent activity;
• unlawful use;
• overdue subscription charges;
• court or regulatory requirements; or
• conduct that materially threatens the Service or other customers.

Where reasonably possible, we will provide notice and an opportunity to remedy the issue.

18. Termination

You may terminate your Frostwood CRM subscription according to the cancellation options available through the Service or by contacting us.

Following termination, access may continue until the end of the applicable paid billing period unless otherwise stated.

Customer Data will be handled according to our retention and deletion policies and applicable law.

Where available, customers should export information they require before final account deletion.

19. Third-Party Services

Frostwood may integrate with third-party services, including payment providers, email providers, cloud infrastructure, analytics, communications and government systems.

Use of those services may be subject to their respective terms.

We are not responsible for outages or changes to third-party services outside our reasonable control.

20. Confidentiality

Each party must take reasonable steps to protect confidential information received from the other party and use it only for legitimate purposes related to the Service.

This obligation does not apply to information that is lawfully public, independently developed or lawfully obtained from another source without confidentiality restrictions.

21. Limitation of Liability

To the extent permitted by applicable law, Frostwood CRM will not be liable for indirect, incidental, special or consequential losses arising from use of the Service, including loss of profits or business opportunities.

Any financial cap on Frostwood's aggregate contractual liability should be stated here after legal review, taking account of Kenyan law and your commercial insurance arrangements.

Nothing in these Terms excludes liability that cannot lawfully be excluded or limited.

22. Indemnity

To the extent permitted by applicable law, a customer is responsible for claims arising from its unlawful use of the Service, unlawful Customer Data, or material breach of these Terms.

Any indemnity wording should be interpreted subject to applicable Kenyan law.

23. Changes to These Terms

We may update these Terms when the Service, applicable law or our business practices change.

Where changes are material, we will provide reasonable notice through Frostwood, email or another appropriate method.

The effective date displayed at the top will indicate the latest version.

24. Governing Law

These Terms are governed by the laws of the Republic of Kenya.

Any dispute-resolution and court-jurisdiction clause should be finalised with Kenyan legal counsel before launch.

25. Contact

Questions regarding these Terms may be directed to:

Frostwood Limited
Trading as Frostwood CRM
Support: support@frostwood.co.ke
Nairobi, Kenya