Terms of Service

Celvo provides automated subscription recovery and customer communication services to SaaS businesses ("Merchants") via Stripe Connect integration. Our service includes:

• Detection of failed payments through Stripe webhook monitoring
• Decline-code-aware smart retry logic to recover soft declines before dunning
• Pre-dunning outreach for expiring cards and payments requiring customer action
• Multi-step branded dunning email sequences sent to your customers on your behalf
• AI-powered classification of customer email replies (8 intent categories)
• Automated action routing: AP forwarding, sequence pausing, escalation
• Branded card update pages for customer self-service payment updates
• Dashboard with recovery analytics, attribution trail, and case management

The service is provided "as is" and "as available." We do not guarantee specific recovery rates or outcomes.

To use Celvo, you must:

• Have an active Stripe account in good standing
• Be authorized to connect third-party applications to your Stripe account
• Have the authority to send communications to your customers regarding their subscriptions and payment methods
• Provide accurate account information and keep it up to date
• Be at least 18 years old or the age of majority in your jurisdiction

By connecting your Stripe account and activating Celvo, you authorize us to:

• Access your Stripe account data via Stripe Connect OAuth, including customer information, subscription details, invoices, and payment method metadata
• Send transactional emails to your customers on your behalf using your brand name, for the purpose of recovering failed payments
• Process customer email replies using AI to classify intent and route actions
• Retry failed invoice payments on your connected Stripe account
• Create branded card update pages where your customers can enter new payment details
• Attach updated payment methods to your customers' Stripe records
• Monitor your Stripe webhooks for payment failure and recovery events

• We never store full credit card numbers — all card data is handled directly by Stripe
• We never make unauthorized charges to your customers
• We never contact your customers outside the context of payment recovery for a specific failed invoice
• We never share your customers' data with third parties for marketing purposes
• We never store your Stripe API keys — we use OAuth tokens which you can revoke at any time

Celvo uses performance-based pricing. You only pay when we recover revenue:

• Single plan: 10% of recovered revenue during the 30-day trial period, 13.5% thereafter. Everything included. No monthly fees.

There are no monthly subscription fees. Recovery fees are calculated on the gross amount recovered and billed monthly via Stripe. A recovery is attributed to Celvo when our AI-driven actions (reply classification, AP routing, sequence management) directly contribute to payment success.

Each recovery includes a full attribution trail visible in your dashboard, so you can verify exactly what was recovered and why a fee was charged.

New merchants receive a 30-day trial at 10% of recovered revenue, which includes a recovery audit of your Stripe payment history. During the trial, the full recovery system is active. After the trial, standard performance-based pricing (13.5%) applies. You are only charged when we successfully recover revenue.

No credit card is required to start the trial or run the recovery audit.

As a Celvo merchant, you are responsible for:

• Ensuring you have the legal right to contact your customers about their subscriptions and payment methods
• Maintaining accurate customer and subscription data in Stripe
• Complying with your own privacy obligations to your customers, including informing them that you use a third-party service for payment recovery
• Reviewing and responding to escalated cases (cancellation intents, disputes) in a timely manner
• Keeping your Stripe account in good standing and not engaging in activities that violate Stripe's terms

You may not use Celvo to:

• Send unsolicited communications (spam) to individuals who are not your customers
• Attempt to collect payments for fraudulent or unauthorized charges
• Contact customers who have explicitly opted out of communications
• Abuse the recovery system to harass customers or circumvent legitimate cancellations
• Reverse-engineer, decompile, or attempt to extract the source code of Celvo
• Use the service in any way that violates applicable laws or regulations

Violation of these terms may result in immediate account suspension or termination.

Celvo and all associated technology, algorithms, email templates, and AI classification models are the intellectual property of Celvo. Your use of the service does not transfer any intellectual property rights to you.

You retain all rights to your own data and your customers' data. We claim no ownership over data processed through the service.

To the maximum extent permitted by law:

• Celvo is not liable for failed payment recoveries, Stripe API issues, email deliverability problems, or any indirect, incidental, or consequential damages
• Our total aggregate liability for any claims arising from or related to the service is limited to the total fees you have paid to Celvo in the 12 months preceding the claim
• We are not liable for any actions taken by Stripe, payment processors, banks, or email providers that affect the recovery process
• We do not guarantee any specific recovery rate, email delivery rate, or financial outcome

You agree to indemnify, defend, and hold harmless Celvo from any claims, liabilities, damages, losses, and expenses (including reasonable legal fees) arising from:

• Your use of the service
• Your violation of these Terms
• Your violation of any third-party rights, including your customers' privacy rights
• Any dispute between you and your customers related to payment recovery communications

• By you: You can disconnect Celvo from your Stripe account at any time through your dashboard. There are no cancellation fees or lock-in periods. Active recovery cases will be closed upon disconnection.
• By us: We may terminate your account with 30 days written notice, or immediately if you breach these Terms, engage in prohibited uses, or if your Stripe account is suspended.
• Effect of termination: Upon termination, we will stop all recovery activity, cease sending emails to your customers, and delete your customer data within 30 days per our Data Processing Agreement.
• Outstanding fees: Any recovery fees accrued before termination remain payable.

These Terms are governed by the laws of Australia. Any legal proceedings shall be brought in the courts of Australia.

In the event of a dispute arising from these Terms or your use of the service:

1. Good faith negotiation: both parties will first attempt to resolve the dispute through informal negotiation for a period of 30 days
2. Mediation: if negotiation fails, the dispute will be submitted to mediation before an agreed-upon mediator
3. Legal proceedings: if mediation is unsuccessful, either party may pursue legal remedies in the courts of Australia

By subscribing to a service that uses Celvo for payment recovery, you may receive transactional SMS messages related to failed payments and payment method updates. These messages are strictly transactional and limited to a maximum of 2 messages per payment failure event. Message and data rates may apply.

You can opt out of SMS messages at any time by replying STOP to any message received. To resume messages, reply START. For help, reply HELP.

Celvo will never send marketing, promotional, or advertising messages via SMS. All SMS communications are limited to payment failure notifications and payment method update reminders.

By enabling SMS recovery through your service provider's Celvo integration, you consent to receiving these transactional messages at the phone number associated with your account.

We may update these Terms from time to time. Material changes will be communicated to merchants via email at least 14 days before taking effect. Continued use of the service after changes take effect constitutes acceptance of the updated Terms.

For questions about these Terms:

• Email: hello@getcelvo.com
• Legal: privacy@getcelvo.com

Celvo is operated by Mustafa, sole proprietor, based in Australia.