Terms and Conditions
Last updated: 4 November 2026
1. About these terms
These terms govern access to the website, business platform, mobile application, customer portals and related services provided by NeptuneCRM Pty Ltd (Neptune, we, us).
By accepting these terms or using the services, you agree to them. If you use Neptune on behalf of an organisation, you must have authority to act for it. References to “you” include that organisation where applicable. A separate written agreement with Neptune takes priority to the extent it expressly varies these terms.
Our Privacy Policy explains how personal information is handled. These terms do not replace the agreements between a business using Neptune and its customers, contractors or suppliers.
2. Using Neptune
We grant you permission to use the services for your organisation’s lawful business activities, or to interact with that organisation through features it makes available to you, subject to your plan, permissions and these terms. This includes using Neptune to manage and communicate with your own customers.
You must not:
- Access another account, organisation or record without authority, or bypass security or access restrictions.
- Upload malicious content, interfere with the services, or use them for unlawful, fraudulent, abusive or misleading activity.
- Infringe another person’s privacy or intellectual property rights, or collect contact details from Neptune without authority.
- Send spam, impersonate another sender, or evade opt-outs, provider restrictions or service limits.
- Resell access to Neptune or copy its software for a competing service without our written permission.
3. Accounts and access
Provide accurate account information, protect your credentials and notify us promptly of suspected unauthorised access. Organisation administrators are responsible for granting suitable access and removing access when it is no longer appropriate. Keep portal and document access links secure and share them only with intended recipients.
Your organisation is responsible for instructions and actions authorised by its users, including configured automations. This does not make you responsible for loss caused by Neptune’s own failure to meet its obligations.
4. Plans, billing and cancellation
Available features, seats, allowances, billing frequency, currency and charges are those disclosed for the plan or order you accept. Optional services, additional seats and usage may carry charges disclosed when you purchase or enable them. Third-party services may charge separately.
Where you purchase a recurring subscription, you authorise the recurring charges disclosed at purchase until cancellation takes effect. Trial conditions and any conversion to a paid subscription must be those disclosed when you sign up. Contact us or use the available billing controls to manage or cancel your subscription; deleting a user or simply stopping use does not cancel billing.
Cancellation takes effect according to the subscription arrangements you accepted. Contact us if those arrangements are unclear or you believe a charge is incorrect. Refunds and remedies required by law are not excluded by these terms.
We will communicate proposed changes to recurring charges before they apply and give you a reasonable opportunity to cancel before being charged at a changed rate. We will not retrospectively change charges for a service already purchased.
5. Your data and content
You retain your rights in the records, messages, documents and other content you provide. You give Neptune permission to host, process, transmit and display that content as needed to provide the services, carry out your authorised instructions, support and secure the services, and meet legal obligations. This includes using service providers as described in the Privacy Policy.
You must have the rights and lawful authority needed to collect and use information, upload content, connect accounts and instruct us to process it. Give individuals appropriate privacy notices and obtain any required consent, including for AI processing and communications. Do not upload unnecessary sensitive information or confidential material you are not authorised to share.
Review recipients, attachments, sharing settings and access permissions. Maintain copies of records your business needs to retain. Contact us about available export or deletion options before closing an account. Cancelling a subscription or removing a user does not automatically delete all records; retention and deletion are addressed in the Privacy Policy.
Neptune retains rights in its software, branding and service materials. Your use of the service does not transfer those rights to you.
6. AI assistance and automation
Neptune includes AI-assisted and automated features, which vary by account and availability. These can draft or revise emails, answer product questions, process documents and imports, extract or classify enquiry information, process addresses and recognise requests to stop follow-ups. Information needed for these features may be sent to external AI providers as described in the Privacy Policy.
AI responses can be wrong, incomplete, outdated or unsuitable for your circumstances. Check generated text, extracted details, prices, calculations and suggested actions before relying on them or sharing them. AI assistance is not legal, financial, engineering or other professional advice. Do not treat an AI response as a binding commitment by Neptune or as a substitute for advice your business requires.
Email drafting assistance produces suggestions for review before sending. Other configured workflows can operate automatically, including creating records, sending scheduled communications and recording opt-outs. Review the settings, content, recipients and consent requirements before enabling an automation, and monitor its results.
You are responsible for your business’s decisions and approved communications. AI output may be similar to content produced for others; we do not promise that it is unique or free of third-party rights. These responsibilities do not exclude Neptune’s own legal obligations.
7. Email, SMS and notifications
You must have the permissions required to contact recipients and comply with applicable privacy, electronic messaging and carrier requirements. Where required, identify the sender, provide a working unsubscribe method, retain evidence of consent and honour withdrawal requests within applicable time limits.
An imported contact or existing customer record is not, by itself, proof of consent. Do not override a provider opt-out or use another sender to evade a recipient’s choice. Service communications and optional marketing may have different legal requirements; ensure the intended message has an appropriate basis.
Neptune’s consent and opt-out tools assist your workflow but do not establish that every message you send is lawful. Messages may be delayed, rejected or undelivered because of recipient details, provider or carrier rules, outages or other factors. Do not rely on Neptune messaging for emergency communications.
We may send necessary account, billing and security notices. Creating an account does not by itself subscribe you to all marketing communications. You may opt out of our marketing using the instructions in the message or by contacting us.
8. Integrations, proposals and contracts
Connecting an external service authorises the relevant exchange of information for the features you enable. You must be authorised to connect that account and comply with the provider’s terms. Check imported or synchronised records, account mappings and financial information. Disconnecting a service may stop future access without removing information already sent to it.
Third-party availability and functionality can change. We remain responsible for our obligations in providing Neptune, but cannot guarantee another provider’s service or the accuracy of information supplied by you or that provider.
You are responsible for reviewing proposals, prices, contract wording, signatory authority and suitability for your transaction. Neptune provides tools for creating, sharing and signing documents; it is not a party to the underlying agreement between you and your customer and does not guarantee that a template meets every legal requirement.
9. Availability and changes to the service
We will provide the services with reasonable care and skill. We do not promise uninterrupted or error-free operation, or that every feature will meet every business requirement. Maintenance, security work, outages and third-party failures may affect availability.
We may maintain and improve the services. If a planned change materially reduces a paid service during an existing subscription period, we will give reasonable advance notice and discuss an appropriate remedy, which may include cancellation and a refund for the affected unused service. Urgent security or legal changes may require shorter notice.
10. Suspension and ending access
We may restrict access where reasonably necessary to address a material breach of these terms, overdue undisputed charges, a security threat, unlawful use or a legal requirement. Where practicable, we will explain the reason and give you a reasonable opportunity to resolve it. Immediate restriction may be needed to protect people, information or the service.
Restrictions should be proportionate to the issue. Contact us if you believe access was restricted incorrectly. Ending access does not remove amounts properly owed, any statutory remedy, or obligations that should continue by their nature, including lawful handling of retained data and respect for intellectual property.
11. Consumer rights and responsibility for loss
Nothing in these terms excludes, restricts or modifies a guarantee, right or remedy that cannot lawfully be excluded, including under the Australian Consumer Law. You may be entitled to remedies for a failure to meet applicable consumer guarantees.
Subject to those rights, each party is responsible for loss caused by its breach of these terms or its negligence, to the extent of its responsibility. Neither party is responsible for loss to the extent caused by the other party’s acts or omissions, and each must take reasonable steps to minimise loss. We do not guarantee business outcomes, sales or profits from using Neptune.
12. Changes to these terms
We may propose updates to reflect changes to the service or legal requirements. We will publish the revised terms with an updated date and give existing account holders reasonable advance notice of material changes, including when they take effect. If a material change adversely affects your existing paid service, you may contact us to end the affected service before that change takes effect and request a refund for the unused prepaid portion.
Changes will not apply retrospectively to a dispute that arose before the change. Where a change requires your agreement by law, we will obtain it. A Privacy Policy update is not a substitute for consent where consent is required.
13. Governing law and contact
These terms are governed by the laws of New South Wales, Australia. The parties submit to the non-exclusive jurisdiction of its courts, without limiting any mandatory rights to bring a claim elsewhere.
If you have a question, complaint or dispute, contact us so we can try to resolve it:
NeptuneCRM Pty Ltd
Email: info@neptunecrm.com
Website: neptunecrm.com