Terms of Service

Last updated: October 16, 2026

These Terms of Service ("Terms") are the agreement between you and Pipecove for the CRM at app.pipecove.com and the public site at pipecove.com (together, the "Service"). If you use the Service, you agree to these Terms, the Privacy Policy, the Acceptable Use & Messaging Policy, the AI Use Policy, and the Refund & Cancellation Policy. Partners also agree to the Partner Program Terms.

These Terms are written so a business can see what it is buying. They are not legal advice about your campaigns, your contracts, or your ads.

1. Who can use Pipecove

You must be at least 18 and able to enter a contract. You use the Service for a business, practice, or other organization. If a law where you live says we cannot remove a guarantee, that guarantee remains.

2. The account

You give accurate information when you create a workspace, and you keep it current. You are responsible for the people you invite, the API keys and mailboxes you connect, and everything done with those credentials until you tell us they are compromised. Email support@pipecove.com if you suspect misuse.

A workspace has one owner. On Growth Team and Pro Agency the owner may invite agents and set which features each agent can open. Free Starter and Solo Sales include one seat. The owner is responsible for agents the same way they are responsible for their own use.

3. Plans

Prices are in US dollars, per workspace, billed monthly, and exclude tax. There is no free-trial period that converts into a charge. Free Starter stays at $0 until you choose a paid plan.

• Free Starter — $0 per month. 1 seat, 100 contacts, 25 opportunities, 1 pipeline, 1 automation. Includes the dashboard, contacts and leads, CSV import, pipelines and stages, opportunities, workflow automations, message templates, the shared email inbox, two-factor sign-in, and the usage wallet.
• Solo Sales — $19 per month. 1 seat, 2,000 contacts, unlimited opportunities, 3 pipelines, 5 automations. Includes everything in Free Starter, plus custom fields, SMS, voice calling, phone numbers, the team calendar, the public booking page, appointments, and the public API.
• Growth Team — $49 per month. 5 seats, 10,000 contacts, unlimited opportunities, unlimited pipelines, 25 automations. Includes everything in Solo Sales, plus WhatsApp, Facebook Messenger and Instagram direct messages, custom objects, agents and roles, lead forms, and documents.
• Pro Agency — $99 per month. 15 seats, unlimited contacts, unlimited opportunities, unlimited pipelines, unlimited automations. Includes everything in Growth Team, plus AI Sales Manager, the social planner, Meta Ads, and AI Ads Manager.

If the checkout screen shows a different price, interval, or cap, the checkout screen is the one that bills. We do not sell extra seats beyond the cap. If you downgrade, the lower cap applies and you must remove seats, records, workflows, or channels the lower plan does not include. We may refuse a downgrade until you do.

Subscriptions renew each month until you cancel. Cancellation takes effect at the end of the period you have already paid for. We may change prices or caps for existing subscribers with at least 30 days' notice by email or an in-app notice.

4. The usage wallet

The monthly price does not include metered use. The usage wallet is a prepaid balance on every plan. It pays for SMS, voice minutes, platform email Pipecove sends for you, phone-number rental, and the tokens used by AI Sales Manager replies. WhatsApp carrier charges, where a send incurs them, are drawn from the wallet at the rate shown before you send. You authorize us to debit the balance as you use those features.

The mailbox you connect with IMAP and SMTP is not wallet usage. Ad spend on Meta is paid to Meta, not from the wallet and not as part of the subscription.

Optional auto-recharge is off until you turn it on. You choose the threshold and the amount.

Wallet funds are not a subscription. They do not expire while the account is in good standing. They are not refundable except as the Refund & Cancellation Policy says, or where the law requires a refund. If the account is terminated for a breach, unused wallet funds may be forfeited to the extent the law allows.

5. Phone, SMS, and WhatsApp

On Solo Sales and above you may buy and assign local or mobile numbers, send and receive SMS, and place and receive voice calls. On Growth Team and Pro Agency you may also use two-way WhatsApp on a workspace number. WhatsApp does not include SMS or calling. Those remain separate.

Before a number can be purchased, the workspace may have to submit the identity, address, and business details the carrier requires. You enter those details in Pipecove. We transmit them so the carrier can apply its rules. The carrier, not Pipecove, approves or rejects them. We may store a copy so you do not have to retype it for the next number.

You promise that the details are accurate and that you have the right to provide them. We do not guarantee that a submission will be approved, that a number will be available, or that a carrier will keep delivering to it. Number rental already paid for the current cycle is handled in the refund policy. When you release a number, it is released at the end of that number's current rental period unless the carrier requires a sooner release.

6. Email

You may connect your own mailbox with IMAP and SMTP. Messages sent through that mailbox use that mailbox's limits and the provider's rules. They are not wallet usage.

Email that Pipecove itself sends — sign-in, billing, support, and service notices — comes from mail infrastructure we operate. Platform email that is part of a metered send is wallet usage, as section 4 describes. Product notices about your account are not a marketing list.

Templates and workflows can send email. You write the identification, the physical address where a law requires one, and the unsubscribe. The product does not add them for you.

7. Facebook, Instagram, LinkedIn, and WhatsApp as channels

On Growth Team and Pro Agency a workspace can connect a Facebook Page and an Instagram professional account it administers, and can use WhatsApp on a workspace number, so the team can read and reply inside Conversations.

On Pro Agency a workspace can also use the social planner to schedule and publish posts, handle comments, and read analytics for Facebook, Instagram, and LinkedIn.

Pipecove is the tool. You are the business those people are talking to or seeing. You will follow the applicable platform terms, including Meta's Platform Terms, Developer Policies, Community Standards, Instagram messaging rules, LinkedIn's terms where you connect LinkedIn, and the WhatsApp Business Policy and Commerce Policy. That includes who you may message, the messaging window, and what you may not do with platform data. You will not use unofficial clients, scrapers, or automation a platform forbids. You will not ask us to bypass a block, a closed window, or a failed review.

We may suspend a channel, without refunding the time it was unavailable, if a carrier or a platform tells us to, or if your use puts other workspaces at risk.

Messenger and Instagram direct messages are included in Growth Team and Pro Agency. They are not drawn from the wallet. A platform may still apply its own eligibility rules.

8. AI Sales Manager and AI Ads Manager

Pro Agency includes AI Sales Manager and AI Ads Manager. Both are covered in more detail by the AI Use Policy, which is part of these Terms.

AI Sales Manager can draft and send replies from instructions you store, across SMS, email, WhatsApp, Messenger, and Instagram. It can escalate to a person or offer a booking. A message sent by a human pauses it on that conversation. Replies are billed from the wallet by the tokens they use. The plan fee is not an unlimited model allowance.

AI Ads Manager can advise, draft campaigns, and optionally run a daily optimizer for Meta ads. You remain the advertiser. Spend is paid to Meta. Results are not guaranteed. Special-category ads, including housing, employment, and credit, stay subject to Meta's restrictions.

You are responsible for instructions, claims, and whether a reply or an ad is lawful. We do not promise sales, leads, or a particular return.

9. Meta Ads

Pro Agency includes a Meta Ads dashboard, lead ads into contacts, and syncing contacts to a custom audience. You connect an ad account your business is allowed to use. Audience sync and lead-ad collection must comply with Meta's policies and with privacy law. We do not buy media for you. Rejection or disapproval of an ad is not a defect in the subscription.

10. Lead forms, booking, and the public API

Growth Team and Pro Agency include lead forms: a public link and an embed built from contact fields, with tags, an owner, a consent line, and a success step you write. A submission can create a contact and can start a workflow.

Solo Sales and above include a team calendar, a public booking page, and appointments. An appointment can enroll a contact into a workflow. If you connect Google Calendar, we use that connection only to show and update those events.

Solo Sales and above include workspace API keys. A key may create contacts through the public contacts endpoint. Keys are credentials. You rotate them if they leak. The API does not raise your contact cap.

11. Documents

Growth Team and Pro Agency include documents: upload, edit, stamp, sign, lock, and share PDFs, including a link a recipient can open without a Pipecove account. Practical limits apply, including file size and page count shown in the product.

A signature collected in Pipecove is a record that someone placed a signature through the link and process you used. We do not certify that the signature meets every statute, lender rule, or court rule that might apply to your agreement. You decide whether the process is enough. You will not use documents to forge a signature, to alter a file you are not allowed to change, or to mislead a signer about what they are signing.

12. Custom objects, pipelines, and automations

You may build pipelines and stages on every plan, inside the pipeline and opportunity caps in section 3. Growth Team and Pro Agency include custom objects — extra records such as properties, subscriptions, or projects — with their own fields.

Workflows run on the triggers and actions the product offers, including contact created, tag added, assignment, opportunity created, stage changed, a custom-field date, and appointment created. Actions include wait, email, SMS, assignment, tags, creating an opportunity, and changing a stage. The count of published workflows cannot pass the plan cap. You are responsible for what a workflow sends.

13. Acceptable use

You will not use the Service to break the law, to message without a lawful basis, to impersonate someone else, to distribute malware, or to probe the Service. The Acceptable Use & Messaging Policy and the AI Use Policy are part of these Terms. We may suspend messaging, the wallet, a channel, or the whole workspace if you break them, including where complaint rates or carrier feedback say the account is harming shared deliverability.

You will not copy the Service to build a competing product, and you will not reverse engineer it except where the law says that limit is unenforceable.

14. Your data

You keep ownership of the contacts, messages, files, instructions, ads configuration, and other content you submit ("Customer Data"). You give us a limited right to host, process, transmit, and back up Customer Data only to provide, secure, and support the Service, and to meet the law.

You are responsible for having a lawful basis to store and contact those people, and for the accuracy of what you upload. For Customer Data you are the controller (or the equivalent under local law) and we are the processor. The Data Processing Addendum applies and is part of these Terms. The Privacy Policy explains the rest.

15. Infrastructure and third parties

We run the Service on infrastructure we administer. Workspace data is stored in PostgreSQL. We use a short list of third parties, described in the Privacy Policy, including Stripe for card payments, carriers for SMS, voice, WhatsApp, and numbers, Meta for Messenger, Instagram, and ads when you connect them, LinkedIn when you connect it for the social planner, and Google only if you connect Google Calendar or a Google sign-in. Model providers process AI prompts when you use AI features. Their terms also apply to the part of the Service they power. We are not responsible for their outages. We do not promise that a third-party channel will stay available in its current form.

16. Intellectual property

The Service, the software, and the Pipecove name and mark belong to us. These Terms do not give you our brand, except the right to say you are a customer. Partners may use the name only as the Partner Program Terms allow.

17. Availability

We aim to keep the workspace up. We do not promise uninterrupted service. We may take the Service down for maintenance, security, or a failure outside our control. Prepaid subscription time is not refunded for ordinary maintenance.

18. Suspension and ending the agreement

You may cancel as the refund policy describes. We may suspend or close a workspace if you do not pay, if you break these Terms, if a carrier or a platform requires it, or if keeping the account would put other customers or the Service at risk. Where we can do it without adding to the harm, we will tell you the reason and give you a chance to fix a curable breach.

When the agreement ends, your right to use the Service ends. Sections that should survive — payment for amounts already due, ownership, disclaimers, liability limits, indemnity, and the law that governs — survive.

19. Disclaimers

The Service is provided as it is and as it is available. To the extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that a message will be delivered, that a number will be approved, that a platform review will pass, that a signature will be enforceable, that an AI reply will be accurate, or that the Service will produce sales. Where a non-excludable guarantee applies, our liability for a failure is limited, to the extent the law allows, to resupplying the Service or paying the cost of resupply.

20. Liability

To the extent the law allows, we are not liable for indirect, incidental, special, consequential, or punitive loss, or for lost profits, lost data, or lost opportunities, even if we were told they were possible. Our total liability for claims arising out of the Service in any 12-month period is limited to the fees you paid us for the Service in that period, not counting wallet amounts already spent with a carrier, a platform, or a model provider on your instructions, and not counting ad spend you paid to Meta. These limits do not apply to liability the law says we cannot limit, including fraud, or death or personal injury caused by negligence.

21. Your indemnity

You will defend and indemnify Pipecove against claims, losses, and reasonable legal fees arising from your Customer Data, your messages, your calls, your documents and signatures, your AI instructions and the replies they produce, your ads, your regulatory submissions, your breach of these Terms, or your breach of a carrier's or a platform's rules, except to the extent the claim is caused by our own breach of these Terms.

22. Law

These Terms are governed by the laws of the place where Pipecove is established, without regard to conflict-of-law rules. Courts in that place have exclusive jurisdiction, except that either of us may seek an injunction anywhere for misuse of intellectual property or confidential information. If you have a non-waivable right to sue at home, that right remains.

23. Changes

We may update these Terms. If a change is material we will give notice by email or in the product before it applies to you. If you keep using the Service after the effective date, you accept the update. If you do not accept it, cancel before that date.

24. Contact

Pipecove Email: support@pipecove.com Privacy: privacy@pipecove.com Billing: billing@pipecove.com

A postal address for formal notices is available on request to support@pipecove.com.