Service Agreement
Effective: April 2026 | Version 1.0 | Covers: All Custom21 Platform Services
Before You Subscribe — Read This.
This is not fine print. This is a clear agreement about what we deliver, what you're responsible for, what costs money, and what happens when things go wrong. We wrote it in plain language because hidden terms are how bad businesses operate. We're not a bad business.
1. Who Does What
What We ("Custom21 / Beltech Corp Holdings") Do:
What You ("Client") Must Do:
2. Ad Spend — Who Pays for What
THIS IS THE MOST IMPORTANT SECTION. READ IT.
2.1 Your subscription fee covers platform access and management. Custom21 subscription fees ($997-$4,997/mo depending on tier) cover: website maintenance, Center21 pipeline operation, Dominion Engine content generation, campaign management, and distribution. Your subscription does NOT include ad spend.
2.2 Ad spend is your cost, billed by the ad platform directly to you. When Dominion Engine's PULSE creates and manages ad campaigns on Meta, Google, TikTok, or LinkedIn, the advertising costs are charged to YOUR credit card on YOUR ad account on THOSE platforms. We never handle your ad spend money. It goes from your card to Meta/Google/TikTok directly.
2.3 You control the ceiling. Always. Before PULSE launches any campaign, you must set a daily budget cap and a total campaign budget cap in your Dominion Engine settings. PULSE will not exceed these caps. However, you must ALSO set budget limits directly on your ad platform accounts (Meta Ad Account Settings, Google Ads budget, etc.) as a second safety net.
2.4 Auto-scale operates within your caps. PULSE's auto-scale feature may increase daily budget on high-performing campaigns. It will NEVER exceed: (a) the per-campaign budget cap you set in Dominion, or (b) the account-level budget limit you set on the ad platform. You configure the auto-scale percentage (default: 50% increase). You can disable auto-scale entirely.
2.5 We are not liable for ad spend. Once you authorize PULSE to launch a campaign, you accept responsibility for the ad spend incurred within your configured budget limits. We are not liable for: ad spend that occurs within your set limits, campaigns that don't perform, ad accounts that get restricted by the platform, or budget increases from auto-scale that you configured.
2.6 You can pause everything instantly. One button in your dashboard pauses ALL active Dominion Engine campaigns. Campaigns are paused (not deleted) on the ad platform within 15 minutes. You can also pause individual campaigns.
Recommended minimum ad budget: $500/mo across platforms for Starter tier. $1,500/mo for Growth. $3,000/mo for Authority. These are recommendations, not requirements. You can run Dominion Engine with $0 ad spend (content + organic distribution only).
3. AI-Generated Content — Ownership and Responsibility
3.1 You own all content generated for your account. Every social post, ad creative, video script, email, and SMS generated by FORGE belongs to you. Perpetual, non-exclusive, commercial use license. We do not reuse your content for other clients.
3.2 AI content is generated, not guaranteed. Content is created by AI (Claude by Anthropic) trained on your brand voice, industry, and audience. AI governance checks every output for quality, brand drift, banned words, and placeholder text. However, AI can produce content that is: inaccurate, off-tone, culturally insensitive, or factually wrong. This is rare but possible.
3.3 You choose your content review level:
- Manual review (default): All content lands in your Creatives dashboard as "draft." Nothing posts until you approve. Maximum safety, maximum control.
- Auto-post with review window: Content is queued 24 hours before scheduled post time. You can edit or reject during the window. If no action, it posts.
- Full auto-post: Content posts immediately after passing AI governance checks. Maximum automation, you accept responsibility for AI output.
3.4 If auto-post publishes something you don't like: You can delete any post from your dashboard. We will assist with takedown requests on social platforms. We are not liable for reputational impact from content published with full auto-post enabled — you chose that setting.
3.5 Content is original. FORGE uses pgvector originality checking to ensure generated content does not duplicate your prior posts or match common plagiarized phrases. We do not guarantee zero similarity to all content on the internet.
4. Email, SMS, WhatsApp — Legal Compliance
4.1 We send on your behalf. Center21 sequences send emails (via SendGrid), SMS (via Twilio), and WhatsApp messages (via Meta Business API) on YOUR behalf, from YOUR business identity, to YOUR contacts.
4.2 You are responsible for consent. Under CAN-SPAM, TCPA, GDPR, and CCPA, the sender (you) must have consent from the recipient. Center21 provides consent tracking tools and records consent at the point of form submission. However:
- Email: Webhook form submissions imply consent for transactional/relationship emails. Marketing emails require explicit opt-in. Center21 includes unsubscribe links in all marketing emails automatically.
- SMS: Requires explicit written consent (TCPA). YOU must ensure your website forms include SMS consent language before leads enter Center21. We provide template consent language. We check for consent before sending.
- WhatsApp: Requires opt-in per Meta Business API policy. Only available on Authority tier. We use approved message templates.
4.3 We do NOT send spam. Center21 refuses to send to purchased lists, scraped emails, or contacts without a recorded consent event. If we detect bulk unsolicited messaging, we will suspend sequences and notify you.
4.4 TCPA penalties are real: $500–$1,500 PER unsolicited text message. If you enroll contacts in SMS sequences without proper consent, you — not us — bear the legal liability. We provide the tools and the guardrails. You provide the consent.
5. Your Data — How We Protect It
5.1 Your data is yours. Period. Every contact, sequence, pipeline config, creative, and metric belongs to you. We are the processor, you are the controller. Full details in our Data Processing Agreement.
5.2 Security measures (what we actually do, not marketing speak):
- TLS 1.3 encryption in transit, AES-256 at rest
- Field-level Fernet encryption on all PII (emails, phones, names)
- Row-level security — clients cannot see each other's data
- PII redaction in all server logs — emails/phones never appear in logs
- HMAC-SHA256 webhook signature verification with replay attack prevention
- Consent check before every automated message
- AI governance: kill switch, cost caps, brand drift detection, output validation
- Data retention auto-purge: events 6mo, messages 1yr, audit 2yr
- Breach notification within 72 hours
5.3 Export anytime. CSV/JSON export of all your data, anytime, from the dashboard or API. No hostage data. If you leave, you take everything with you. 30-day export window after cancellation.
5.4 Deletion on request. Request permanent deletion of all your data. Completed within 60 days except records required by law (tax invoices, audit trail for compliance).
6. Service Levels — What We Guarantee
6.1 Custom21 Build: Delivered within 21 business days of brief approval. Clock pauses for: (a) asset delays from client, (b) approval delays beyond 5 days, (c) scope changes requested after brief approval (re-scoped with new timeline). If WE miss the deadline without client-caused delay, you receive a 10% discount on the build fee.
6.2 Platform Uptime: 99.9% monthly uptime target for Center21 and Dominion Engine. Scheduled maintenance Sunday 2-6 AM CT with 48hr notice. Unscheduled downtime exceeding 4 hours in a month earns you a pro-rated credit.
6.3 Sequence Delivery: Email delivery rate target: 95%+ (dependent on your domain reputation and content). SMS delivery: 98%+ to valid US numbers. WhatsApp: subject to Meta's delivery policies.
6.4 Support Response:
| Tier | Chat | Emergency | |
|---|---|---|---|
| Launch | 48 hours | — | 24 hours |
| Growth | 24 hours | Business hours | 4 hours |
| Authority | 4 hours | 24/7 | 1 hour |
7. What We Don't Guarantee — Honest Disclaimers
7.1 We don't guarantee revenue or leads. We build the infrastructure. We run the automation. We manage the marketing. But we cannot guarantee that leads will convert, that your phone will ring, or that your revenue will increase by X%. Your results depend on your market, your offer, your pricing, and your ability to close. We give you the system; you run the business.
7.2 We don't guarantee ad performance. PULSE manages campaigns intelligently — it kills underperformers and scales winners. But paid advertising is inherently unpredictable. CPMs change. Audiences shift. Platforms update algorithms. A campaign that works today may not work tomorrow. We optimize; we don't control the market.
7.3 We don't guarantee third-party platform behavior. Your ad accounts can be restricted by Meta, Google, TikTok, or LinkedIn for reasons outside our control. Your email deliverability depends on your domain reputation. WhatsApp imposes rate limits. Social platforms change their APIs. We adapt, but we can't prevent platform-level disruptions.
7.4 We don't guarantee AI output perfection. AI-generated content is reviewed by governance checks but may occasionally be: off-brand, factually imprecise, culturally tone-deaf, or repetitive. Manual review mode (default) gives you full control. Auto-post mode trades control for speed — you accept that trade-off.
7.5 We don't guarantee SEO rankings. Your Custom21 site is built with SEO best practices (fast, mobile, semantic HTML, meta tags). But search rankings depend on your content, competition, domain authority, backlinks, and Google's algorithm — none of which we control after launch.
8. Payment, Cancellation, and Refunds
8.1 Build fee: Paid upfront or in two installments (50% at kickoff, 50% at launch). Build fee is non-refundable once the project brief is approved and work has begun.
8.2 Monthly services: Billed monthly in advance via Stripe. You may cancel anytime. Cancellation takes effect at the end of the current billing period. No partial-month refunds.
8.3 What happens when you cancel:
- Custom21 site: You keep it. The code, the design, the content — all yours. We transfer hosting access. Domain remains yours.
- Center21: Sequences stop. Webhook capture stops. Data available for export for 30 days. After 30 days, data is deleted per retention policy.
- Dominion Engine: All scheduled posts cancelled. PULSE campaigns paused on ad platforms (not deleted — they're on YOUR accounts). FORGE stops. Data export available 30 days.
8.4 Failed payments: 7-day grace period. Days 8-14: warning emails. Day 14: services paused (webhooks still capture, but sequences stop). Day 30: account suspended. Day 60: data deletion scheduled (with 30-day notice email before deletion).
8.5 Build refund policy: Full refund if you cancel BEFORE brief approval. 50% refund if cancelled during stages 1-3 (Discovery through Brand Direction). No refund after stage 4 (Design Mockups) begins. See Refund Policy for details.
9. Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW:
9.1 OUR TOTAL LIABILITY FOR ALL CLAIMS UNDER THIS AGREEMENT SHALL NOT EXCEED THE TOTAL FEES PAID BY YOU IN THE SIX (6) MONTHS PRECEDING THE CLAIM.
9.2 WE ARE NOT LIABLE FOR: INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO: LOST REVENUE, LOST LEADS, LOST PROFITS, LOSS OF BUSINESS OPPORTUNITY, REPUTATIONAL DAMAGE, OR AD SPEND INCURRED ON YOUR AD ACCOUNTS.
9.3 WE ARE NOT LIABLE FOR ACTIONS TAKEN BY THIRD-PARTY PLATFORMS INCLUDING: AD ACCOUNT SUSPENSIONS, EMAIL DELIVERABILITY ISSUES, SOCIAL MEDIA ACCOUNT RESTRICTIONS, DOMAIN BLACKLISTING, OR API CHANGES THAT AFFECT SERVICE DELIVERY.
9.4 WE ARE NOT LIABLE FOR CONTENT PUBLISHED WITH AUTO-POST ENABLED. YOU CHOSE THAT SETTING. MANUAL REVIEW MODE IS THE DEFAULT AND IS ALWAYS AVAILABLE.
10. Indemnification
10.1 You indemnify us against claims arising from: (a) content you approve for posting, (b) contacts you enroll without proper consent, (c) your use of the platform in violation of applicable law, (d) disputes with your customers unrelated to platform malfunction.
10.2 We indemnify you against claims arising from: (a) a data breach caused by our negligence, (b) our platform malfunctioning in a way that sends unauthorized messages to contacts who properly opted out, (c) intellectual property infringement in the platform code we wrote (not in AI-generated content).
11. Intellectual Property
11.1 Your website code: You own the Custom21-built site. Full source code, design files, and content are yours upon final payment. We retain no license to your site after delivery.
11.2 Platform technology: The Custom21, Center21, and Dominion Engine platforms, code, APIs, algorithms, prompts, and workflows remain the exclusive property of Beltech Corp Holdings. Your subscription grants a limited, non-exclusive, revocable license to USE the platform.
11.3 No reverse engineering. You may not: copy, decompile, reverse-engineer, or create derivative products from our platform technology. You may not train AI models on our platform outputs. You may not use API access to build a competing service.
11.4 AI-generated content: Content generated by FORGE is yours to use commercially. We make no warranty that AI-generated content is free from similarity to existing works. Originality checking reduces but does not eliminate this risk.
12. Dispute Resolution
12.1 Talk first. Before any legal action, both parties agree to 30 days of good-faith negotiation via email (legal@custom21.io).
12.2 Mediation second. If negotiation fails, disputes are submitted to binding mediation in Cook County, Illinois.
12.3 Governing law: State of Illinois, USA.
12.4 No class actions. All disputes are resolved individually. No class action or collective arbitration.
13. Agreement Updates
We may update this agreement. Material changes get 30 days written notice via email. Continued use after the effective date = acceptance. If you disagree with changes, cancel before the effective date — no penalty.
Acceptance
By subscribing to any Custom21 platform service, clicking "Activate," or using any feature after reading this agreement, you confirm that you have read, understood, and agree to all terms above.
Contact: legal@custom21.io | Beltech Corp Holdings | Cook County, Illinois