Terms of Service

1. General provisions

These Terms of Service form the contract between you and Societatea cu Răspundere Limitată „DIGITALENTER” for the use of GlucoseCRM. They apply from the moment the account is created and for as long as you use it.

By creating the account, and at purchase by ticking the acceptance box, you confirm that you have read them and agree to them.

If you enter into the contract on behalf of a legal entity, you confirm that you are entitled to bind it.

The Romanian text is the reference version. The Russian and English versions are courtesy translations; in case of discrepancy the Romanian text prevails.

Section headings are for orientation and do not limit their content.

2. Who provides the service

„DIGITALENTER” S.R.L., IDNO 1013609000055, registered on 16.01.2013, with its seat at MD-3601, str. Mihai Viteazul 2, ap. C, mun. Ungheni, Republica Moldova. Director: Ion Hasnaș.

Correspondence address: bd. Negruzzi 6/2, mun. Chișinău, Republica Moldova. Contact: support@glucose.md.

3. What the service is

GlucoseCRM is a CRM system delivered as an online service: sales pipelines, client cards, tasks, built-in messaging, automation and reports.

The service is developed continuously. We may add, change or withdraw features. If we withdraw a feature your ordinary use depends on, we notify you by email at least 30 days in advance.

4. Your account and your responsibility

You are responsible for keeping your credentials safe and for everything that happens in your account. Tell us immediately if you suspect someone else has gained access.

You are responsible for the lawfulness of the data you upload and for having the right to process the data of the people you add to the system. Do not use the service for unsolicited bulk messaging, for unlawful content, or to circumvent the rules of the connected messaging platforms.

5. Trial period

The first 14 days are free. During the trial the service works in full, and if you do not continue, nothing is invoiced.

6. Price, invoicing and payment

Prices are those published on the pricing page, per active user per month. Prices are shown excluding VAT.

The licence is paid in advance, in full, for the chosen term. The minimum term is 6 months, and the available terms are 6, 12, 18 and 24 months.

Longer terms come with additional free months, which extend the usage period at no extra charge: 2 months on a 12-month term, 3 months on 18 months and 5 months on 24 months.

Invoices are issued in euro and paid in Moldovan lei, at the official rate of the National Bank of Moldova on the invoice date.

The number of users invoiced is the number of active users in the account on the invoice date. Users added during the term are charged pro rata, until the end of that term.

If payment is late we write to you first. If payment does not arrive within 14 days of the due date, we may suspend access until it is settled. Data is not deleted during suspension.

7. Placing an order and payment options

Orders are placed from your account, in the billing section: you choose the plan, the number of licences and the term. The total amount is shown before you confirm.

To proceed to payment you must tick the box accepting these Terms and the Privacy Policy.

You can pay by card online, or by bank transfer against an invoice.

For card payments we accept Visa, Mastercard and Google Pay, through the payment system of maib bank. Card details are entered on the secure page of the bank: they never reach our servers, we do not see them and we do not store them.

Card transactions are protected by 3-D Secure. Depending on your issuing bank, you may need to confirm the payment with a code or in your banking app.

The card is charged once, when the order is confirmed, for the amount of the chosen term. We do not save the card and there is no automatic recurring charge: each term is paid separately, on your initiative.

The total shown before you confirm is the final amount charged, in Moldovan lei, at the official rate of the National Bank of Moldova on the day the order is placed, with VAT included where it is due. It does not change afterwards.

If you add users during the term, the pro-rata difference provided for in the Price, invoicing and payment section is paid through a separate order, with a new payment, on your initiative.

The order is considered placed when the bank confirms the payment. If the bank declines the transaction, nothing is charged and you can try again or choose bank transfer.

8. Delivery terms

The service is delivered electronically. We ship no physical media and no parcels, and we install nothing on your computer; there are therefore no delivery costs and no shipping times.

Delivery means making access available: your account receives its own subdomain over an encrypted HTTPS connection and is used in an ordinary browser. The system requirements are published on the home page.

At registration you choose your own password and the account opens immediately. The address of your account is also sent to the e-mail given at registration.

The trial period starts immediately, with no payment. The subscription is activated once the payment is confirmed; when paying by bank transfer, access may be granted against the invoice issued, and late payment is handled under the Price, invoicing and payment section. If you pay for an account that already exists, you do not get a new one: the current access is extended, with the same sign-in details.

If access does not become available through our fault, write to support@glucose.md and we will fix it. If we cannot make the service available, the Refund policy section applies.

9. Term and termination

The contract runs for the chosen term and continues only if you pay for a new term. There is no automatic renewal.

You may decline renewal at any time, without giving a reason and without penalty — simply do not pay for the next term. We notify you before expiry.

A term already paid for is not refunded, either in full or pro rata, except where the termination is our fault.

The 14-day trial exists precisely so you can check the service before committing to a term.

10. Refund policy

The basic rule is in the Term and termination section: a term already paid for is not refunded if you stop using the service. The 14-day trial exists precisely so that you can check the service before committing to a term.

We do refund your money in the following situations: the same invoice was paid twice; a technical error led to a duplicate or unintended transaction; the amount charged is higher than the amount due; we fail to make the service available through our own fault; or we terminate the contract with notice, in which case we return the unused part, in line with the Termination by us section.

A refund request is sent to support@glucose.md and includes the date of payment, the amount and the account it relates to. Never send us the full card number or the security code on the back of the card: we do not need them and we do not ask for them.

We review the request and answer within 30 days at the latest. If the refund is justified we start it right after our answer; if it is not, we explain in writing why.

The money goes back to the same card or account it was paid from, with no fee on our side. When it actually reaches you depends on the bank that issued the card.

11. Your data stays yours

The data you enter into the system belongs to you. We do not sell it, do not use it for our own purposes and do not give it to other customers.

You can request a full export to CSV or Excel at any time, with no conditions.

After the contract ends, the account remains available for export for one month. After that month the data is permanently deleted, including from backups, within their ordinary rotation period.

12. Protection of personal data

We process personal data in two different capacities. For your own data as a customer — name, e-mail, phone, billing details — we are the controller. For the data you enter into the system about your own customers we are the processor and we handle it only on your instructions.

We use it to provide the service, issue invoices and meet our legal obligations. We do not sell it and we do not use it for our own purposes.

You have the right of access, rectification, erasure, restriction, objection and portability. Write to support@glucose.md and we will answer within 30 days at the latest.

If our answer does not satisfy you, you may contact the National Centre for Personal Data Protection of the Republic of Moldova.

For the data of your own customers you are the controller: you are responsible for the legal basis on which you collected it and on which you entrust it to us.

13. Privacy Policy

The full details — what data we collect, on what basis, where we keep it, for how long, who else can touch it and how we protect it — are set out in the Privacy Policy, published at https://glucosecrm.com/en/confidentialitate/.

The Privacy Policy forms part of these Terms. If we change it, the same notice rules apply as for changes to the Terms.

14. Availability and support

We make reasonable efforts to keep the service available without interruption, but we do not guarantee 100% availability and we undertake no service level (SLA) unless separately agreed in writing.

Planned maintenance is announced in advance. Urgent security work may be carried out without notice.

Support is provided in Romanian and Russian, by email and chat, on working days. The Professional and VIP plans take priority in the order requests are handled. Priority concerns the order, not a guaranteed resolution time.

Features marked as new, experimental or in testing are provided as is, with no guarantee of operation whatsoever.

15. Third-party services

At your request, the service connects to platforms that are not ours: WhatsApp, Facebook, Instagram, Telegram, Google, telephony providers, payment processors. These platforms may change, limit or shut down their interfaces at any time, without notifying us.

We are not liable for the unavailability, limitation, blocking or change of those services, nor for restrictions they impose on your accounts. You are responsible for complying with the rules of the platforms you connect.

Such situations do not constitute a failure to perform on our side and give no right to a refund.

16. Backups

We take daily backups as a measure to protect the service. They do not replace your own archive.

We recommend keeping your own export of the data periodically; it is available from the account at any time. We are not liable for data loss to the extent it could have been avoided by an export you were able to make.

17. Warranties

The service is provided “as is” and “as available”.

To the extent permitted by law, we give no implied warranties as to the fitness of the service for any particular purpose of yours, the achievement of any commercial result, uninterrupted or error-free operation, or compatibility with other systems.

It is for you to verify, during the trial period, whether the service meets the needs of your business.

18. Limitation of liability

Our total and aggregate liability for all claims related to the service, on whatever basis, is limited to the amount you actually paid in the 3 months preceding the event giving rise to the claim.

Under no circumstances are we liable for: lost profit, lost customers or contracts, loss or corruption of data, business interruption, lost opportunities, reputational harm, or any other indirect damage or damage that could not reasonably be foreseen when the contract was concluded.

The limitations above also apply to our suppliers and employees.

The limitations in this section do NOT apply to the obligation to refund amounts collected, set out in the Refund policy section: those are honoured in full, at any time, regardless of the cap above.

These limitations do NOT apply in case of intent or gross negligence on our part, in case of harm to life or bodily integrity, nor where the law does not permit limiting liability. They do not affect our obligations regarding the protection of personal data.

19. Indemnity

You indemnify us against any claim, fine or reasonable cost brought against us by a third party and arising from the way you used the service: data uploaded without the right to do so, unsolicited messaging sent through the system, breach of the rules of a connected platform, or of another person’s rights.

20. Force majeure

Neither party is liable for non-performance caused by circumstances beyond its reasonable control: natural disasters, war, acts of authorities, interruptions of public communications networks or of infrastructure providers, large-scale cyberattacks.

21. Time limit for claims

Requests to refund amounts collected in error, set out in the Refund policy section, are an exception: they may be submitted within the limitation period provided by law.

Any claim related to the service must be brought to our attention, in writing, within 6 months of the event that gave rise to it. After that period the claim is considered extinguished, to the extent permitted by law.

22. Termination by us

We may suspend or terminate an account if it is used for unlawful activity, if it endangers the service or other customers, or if payment remains outstanding after a warning.

Outside those cases, we may terminate with 30 days’ notice, refunding the unused part of the amount paid.

23. Changes to these terms

We may update these terms. Material changes are announced by email at least 30 days before they take effect. If you do not agree, you may cancel the subscription before that date.

24. If a clause fails

If any provision of these terms is held void or unenforceable, the rest remains in force and that provision is replaced by a valid one as close as possible to the original intent.

25. Governing law

These terms are governed by the law of the Republic of Moldova. Disputes are settled amicably, and where that is not possible, by the competent courts of the Republic of Moldova.

26. Contact details

Societatea cu Răspundere Limitată „DIGITALENTER” (short form „DIGITALENTER” S.R.L.), IDNO 1013609000055, registered on 16.01.2013. Director: Ion Hasnaș.

Registered seat, per the State Register: MD-3601, str. Mihai Viteazul 2, ap. C, mun. Ungheni, Republica Moldova.

Correspondence address: bd. Negruzzi 6/2, mun. Chișinău, Republica Moldova.

E-mail: support@glucose.md. We answer on business days.

The same details are published at https://glucosecrm.com/en/contact/.