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GoHighLevel CRM - Terms of Use

Effective Date: 18th March 2024
Last Updated: 25th March 2026

These Terms of Use (the “Agreement”) are between OK Software Holdings Limited (trading as ThriveHub) (“ThriveHub”, “we”, “us” or “our”) and the customer identified in the order or account (“you” or “your”).

This Agreement governs your use of:

  • the ThriveHub CRM services we make available to you (delivered via the GoHighLevel platform and related providers); and
  • any related products, materials and support we provide to you

(together, the “Services”).

If you do not agree to this Agreement, you must not use the Services.

1. Acceptance of this Agreement

1.1 Acceptance through use

By:

  • creating a ThriveHub CRM account;
  • accessing or using the Services; or
  • clicking “accept” or “agree” when prompted,

you agree to be bound by this Agreement on behalf of yourself and, if applicable, the business you represent.

If you do not agree, you must not access or use the Services.

1.2 Eligibility

To use the Services, you must:

  • be at least 18 years old; and
  • not be a competitor of ThriveHub or using the Services to build or provide competing services.

By using the Services, you confirm that you meet these requirements and that you have authority to enter into this Agreement on behalf of the business named on your account.

1.3 Business use only

The Services are provided to business customers only. By using the Services you confirm that:

  • you are acting in the course of a business, trade or profession; and
  • you are not using the Services as a consumer.

1.4 Changes to this Agreement

We may update this Agreement from time to time. Except for changes made for legal or administrative reasons, we will give you reasonable advance notice before changes take effect.

We will post the updated Agreement with a new “Last Updated” date. Your continued use of the Services after changes take effect constitutes your acceptance of the updated Agreement.

2. Access to the Services

2.1 Changes to the Services

We may change, improve, suspend or discontinue any part of the Services at any time. We do not guarantee that any particular feature or functionality will always be available.

We will not be liable to you or any third party if the Services (or any part of them) are unavailable at any time.

2.2 Accounts and registration

You may need to register for an account to use the Services. When you do:

  • you must provide accurate, complete and up‑to‑date information; and
  • you must keep your details updated.

If you log in via a third‑party service (for example, a social login), you authorise us to access and use information from that service as permitted by that service.

We handle your information in line with our Privacy Policy: https://thrivehub.app/privacy-notice/

2.3 Account security

You are responsible for:

  • keeping your username, password and other security credentials confidential;
  • all activity that takes place under your account; and
  • logging out at the end of each session, especially on shared or public devices.

You must not:

  • share your login credentials with anyone else; or
  • allow unauthorised people to access the Services via your account.

If you suspect unauthorised access or any other security breach, you must notify us immediately at hello@thrivehub.app.

We are not liable for losses arising from your failure to keep your account secure. You may be liable for losses we or others suffer because of unauthorised use of your account where you have not taken reasonable care.

2.4 Suspension or termination of accounts

We may suspend or terminate your account or access to the Services at any time, with or without notice, if:

  • you breach this Agreement;
  • we reasonably believe there is fraud or security risk; or
  • we decide to stop providing the Services (in whole or part).

2.5 GoHighLevel and other third‑party platforms

Our CRM Services are provided using third‑party platforms and providers, including:

  • the GoHighLevel platform (owned and operated by HighLevel LLC); and
  • telecommunications and AI providers such as Twilio.

We configure and administer access to these third‑party services for you, but we do not develop, own or operate the underlying GoHighLevel platform.

Your use of the CRM Services may also be subject to additional terms, acceptable use policies and anti‑spam rules imposed by those third parties. Where we notify you of those terms (or provide a link to them), you agree to comply with them in addition to this Agreement.

We take reasonable steps to select and manage our third‑party providers, but we cannot guarantee:

  • the continuous availability of any third‑party platform or network; or
  • that such platforms or networks will not change.

Changes made by those providers, or outages or interruptions in their services, may affect the availability or performance of the Services and are outside our reasonable control.

2.6 Geographic restrictions

ThriveHub is based in the United Kingdom. The Services may be accessed from other countries, but you are responsible for ensuring that your use of the Services complies with all applicable laws in your jurisdiction.

3. Acceptable Use of the Services

3.1 Lawful use

You may only use the Services:

  • for lawful purposes; and
  • in accordance with this Agreement and any applicable third‑party policies (for example, telecoms or anti‑spam rules).

3.2 Prohibited activities

You must not use the Services to:

  • Break laws or contractual duties
    breach any applicable law or regulation; or
    breach any duty to a third party (for example, confidentiality or data protection obligations).
  • Send unlawful or abusive communications
    send spam or unsolicited communications in breach of applicable anti‑spam laws; or
    send threatening, harassing, discriminatory, obscene or otherwise unlawful content; or
    engage in unlawful telemarketing or nuisance calling.
  • Mislead or impersonate
    impersonate any person or organisation; or
    misrepresent your identity or affiliation; or
    mislead recipients about the origin or content of messages.
  • Upload harmful content or code
    upload or transmit viruses, worms, Trojan horses, malicious scripts or other harmful code; or
    attempt to interfere with or disrupt the integrity or performance of the Services or any related systems or networks.
  • Attempt unauthorised access
    attempt to gain unauthorised access to the Services, other accounts, or any related systems or networks; or
    bypass or interfere with security or authentication measures.
  • Infringe rights of others
    infringe any intellectual property, privacy, publicity or other rights of any person; or
    store, process or transmit content you do not have a legal right to use.
  • Build competing services
    use the Services to build or support products or services that compete with ThriveHub.
  • Assist others in prohibited use
    encourage, assist or enable any other person to do any of the above.

We may investigate and, where appropriate, suspend or terminate access, remove content, or notify relevant authorities where we reasonably suspect misuse.

4. Terms and Conditions of Sale (Subscriptions & Usage Fees)

4.1 Purchasing process

When you purchase a subscription to the Services, you will be guided through an order process (for example, via our online checkout or a proposal we issue). The process will set out:

  • the Services you are purchasing;
  • the applicable Subscription Fees (as defined below); and
  • any billing frequency and minimum term.

By confirming and submitting an order, you:

  • agree to be bound by this Agreement; and
  • commit to pay the amounts shown (including any applicable taxes).

We will send you an order confirmation to the email address you provide.

4.2 Order submission

When you submit an order:

  • a contract is formed between you and us; and
  • you become liable to pay the prices, taxes and other charges shown in the order.

If the Services require input from you (for example, configuration data, branding assets or other content), you agree to provide that information promptly.

4.3 Prices

You will be informed during the order process, and before order submission, about:

  • the recurring fees payable for your subscription (the “Subscription Fees”); and
  • any taxes or other costs.

Unless we explicitly state otherwise, prices shown for our CRM Services cover only fixed, recurring Subscription Fees and do not include usage‑based fees. Usage‑based fees are charged separately in accordance with clause 4.6 (Usage Fees, Wallet and Separate Billing Card (GoHighLevel CRM)).

4.4 Methods of payment

Accepted payment methods will be shown during the order process. Some methods may be subject to additional conditions or fees, which we will inform you of.

All payments are processed by third‑party payment providers. We do not store full card details on our own systems; we receive confirmation when a payment has been successfully completed.

If a payment is refused or fails:

  • we have no obligation to provide or continue providing the Services; and
  • you are responsible for any costs or charges arising from the failed or refused payment.

4.5 Retention of rights

You do not acquire any right to use the Services until payment of the relevant Subscription Fees (and any initial usage charges, where applicable) has been received by us.

4.6 Usage Fees, Wallet and Separate Billing Card (GoHighLevel CRM)

(a) Subscription Fees vs Usage Fees
Unless we expressly state otherwise, the prices shown for our CRM Services cover only the fixed, recurring Subscription Fees for access to the platform and core features. You acknowledge that additional usage‑based fees (“Usage Fees”) will apply for certain services used through the platform, including but not limited to outbound and inbound telephone calls, SMS and MMS messages, emails, AI and automation features, premium workflow triggers or actions, and similar metered services.

(b) How Usage Fees are calculated and where rates are published
Usage Fees are based on actual usage recorded by our billing systems and/or those of the third‑party platforms and providers we use (including the GoHighLevel platform, Twilio and other telecommunications or AI providers). We pass through these usage costs to you, and may apply a reasonable margin and/or currency conversion where applicable.

The current indicative rates for Usage Fees are published at:
https://thrivehub.app/usage-fees-add-ons/ (or any successor URL) (the “Usage Fees Page”).

We endeavour to keep the Usage Fees Page up to date with the latest pricing notified to us by GoHighLevel and its suppliers. However, you acknowledge that:

  • (i) usage rates may change from time to time;
  • (ii) the Usage Fees Page may not always reflect the most recent changes in real time; and
  • (iii) final Usage Fees billed to you may differ slightly from those shown on the Usage Fees Page, for example due to supplier changes, taxation, currency conversion or rounding.

Where there is a material discrepancy, we will act reasonably and, where appropriate, explain the reason for the difference and update the Usage Fees Page.

(c) Wallet and use of Wallet Credit
Usage Fees are paid from the prepaid balance within your ThriveHub account used to pay Usage Fees (the “Wallet”). When you incur Usage Fees, we will debit the corresponding amount from the funds held in your Wallet (“Wallet Credit”). If there is insufficient Wallet Credit to cover a particular item of usage, we may:

  • (i) prevent that usage from taking place; and/or
  • (ii) allow the Wallet balance to go to or below zero and recover the shortfall via the next automatic top‑up as described in clause 4.6(d).

The Wallet is provided solely as a mechanism for paying Usage Fees. It is not a bank account, does not earn interest, and any Wallet Credit is not protected by any financial services compensation scheme.

(d) Automatic top‑ups and the Usage Card
To use the GoHighLevel CRM services, you must:

  • (i) provide and maintain in your ThriveHub account a current, valid payment card (the “Usage Card”); and
  • (ii) set a Wallet balance level at which an automatic top‑up is triggered (the “Top‑Up Threshold”) (for example, “recharge $10 when credit reaches $0”).

You authorise us and our third‑party payment processors to:

  • (A) store the Usage Card details; and
  • (B) automatically charge the Usage Card to add Wallet Credit whenever your Wallet balance reaches or falls below the Top‑Up Threshold you have set.

Top‑ups will normally be processed in arrears, meaning that Usage Fees are first debited from your Wallet and the Usage Card is then charged when your Wallet balance reaches or falls below the Top‑Up Threshold. You may change your Top‑Up Threshold via your account settings.

(e) Responsibility for usage and monitoring
You are responsible for:

  • (i) all usage of the CRM Services under your account, including usage by your staff, contractors and any sub‑accounts;
  • (ii) selecting an appropriate Top‑Up Threshold for your Wallet; and
  • (iii) monitoring your Wallet balance, usage levels and associated spending.

All Usage Fees incurred under your account are payable by you, whether or not such usage was authorised by you. We are not responsible for unexpected Usage Fees arising from your failure to manage or monitor your account settings or user activity.

(f) Failed payments, suspension and recovery of amounts due
If we are unable to charge the Usage Card (for example, because it has expired, been cancelled, or is declined by the issuer or our payment processor):

  • (i) we may suspend or restrict access to the CRM Services, or to specific usage‑based features such as outbound calls or SMS, with or without notice;
  • (ii) we may attempt to charge any other payment method you have provided; and
  • (iii) we may invoice you for any outstanding Usage Fees and any negative Wallet balance, which will be payable immediately on receipt.

You remain responsible for all Usage Fees incurred before suspension. We are not liable for any loss, damage or interruption to your business resulting from suspension under this clause.

(g) Taxes and currency
Unless we state otherwise, Usage Fees and Wallet top‑ups are exclusive of VAT and any other applicable taxes, which will be added and charged in accordance with applicable law. Usage Fees and Wallet top‑ups will be charged in the currency shown to you in your account or on the Usage Fees Page. If we need to convert between currencies (for example, where suppliers charge us in a different currency), we may do so using a reasonable exchange rate and may round amounts to a reasonable number of decimal places.

(h) Refunds of Wallet Credit
Wallet Credit is intended to be used to pay Usage Fees. Any Wallet Credit remaining on termination of your subscription or closure of your account is non‑refundable, except where we agree otherwise in writing or where we are required to provide a refund by law.

5. Contract Duration and Renewal

5.1 Subscriptions

Subscriptions allow you to receive the Services continuously or regularly over a specified period. Paid subscriptions begin on the day payment is received by us (or on any later start date stated in your order).

To maintain your subscription, you must pay the required recurring Subscription Fees on time. Failure to do so may result in suspension or termination of the Services.

5.2 Fixed‑term subscriptions

Where you purchase a fixed‑term subscription:

  • it starts on the date specified in your order; and
  • it continues for the initial term selected (for example, 3, 6 or 12 months).

Unless we agree otherwise in writing, fixed‑term subscriptions:

  • may not be cancelled during the initial term; and
  • will end automatically at the end of that term unless renewed.

5.3 Automatic renewal

Some subscriptions may automatically renew at the end of the initial term for successive renewal periods equal to the original term (for example, a 12‑month subscription renewing for another 12 months), unless you cancel before the renewal date.

Where automatic renewal applies, we will send you a reminder in advance explaining:

  • when your subscription will renew; and
  • how to cancel renewal.

5.4 Termination by you

Where permitted by your subscription type, you may terminate a recurring subscription by:

  • using the cancellation controls in your account; or
  • emailing us a clear termination notice at hello@thrivehub.app.

5.5 Effect of termination of subscription

If we receive your termination notice before the subscription renews, termination will take effect at the end of the current billing period.

Termination of a subscription does not affect your obligation to pay any Subscription Fees or Usage Fees incurred prior to the effective date of termination.

6. Intellectual Property Rights

6.1 Ownership

All intellectual property rights in the Services (including all software, documentation, interfaces, templates, and our branding) are owned by us, our licensors, or other providers.

Nothing in this Agreement transfers any ownership rights to you. You receive only the limited rights expressly granted in this Agreement.

6.2 Licence to use the Services

During your valid subscription, we grant you a limited, non‑exclusive, non‑transferable, non‑sublicensable, revocable licence to:

  • access and use the Services; and
  • use any related documentation and materials we provide,

for your internal business purposes only, in accordance with this Agreement.

6.3 Restrictions

You must not:

  • copy, reproduce, distribute, or publicly display any part of the Services except as expressly permitted by this Agreement;
  • modify, adapt, translate, reverse engineer, decompile or disassemble any part of the Services, except to the extent you cannot be prevented from doing so under applicable law;
  • sell, resell, license, sublicense, rent, lease, loan, host or otherwise commercially exploit the Services (other than using them for your own internal business processes);
  • remove or alter any proprietary notices (including copyright or trademark notices); or
  • use the Services to build a competing product or service.

6.4 Trademark notice

All trademarks, logos and service marks used in connection with the Services are the property of ThriveHub or third‑party owners. You may not use any of these marks without the prior written consent of the relevant owner.

“GoHighLevel” is a trademark of HighLevel LLC. We do not own or operate the GoHighLevel platform and are not affiliated with, sponsored by or endorsed by HighLevel LLC.

7. Customer Data and Content

7.1 Customer Data

You may upload, store or process data, content and materials in the Services, including:

  • contact details;
  • communications;
  • campaign content; and
  • notes and other records

(collectively, “Customer Data”).

You are responsible for:

  • the accuracy, quality and legality of your Customer Data; and
  • ensuring you have all necessary rights, licences and consents to use and store Customer Data in the Services.

7.2 Our use of Customer Data

You grant us a non‑exclusive, worldwide licence to host, copy, transmit and otherwise process Customer Data:

  • to provide the Services to you;
  • to prevent or address service, security or technical issues; and
  • as otherwise required by law.

We will handle personal data within Customer Data in accordance with:

7.3 Prohibited Customer Data

You must not upload or store Customer Data that:

  • breaches applicable law;
  • infringes any third‑party rights;
  • contains harmful code; or
  • is otherwise contrary to clause 3 (Acceptable Use).

We may remove Customer Data or suspend access where we reasonably believe it breaches this Agreement or applicable law.

7.4 Security and backup

We implement reasonable technical and organisational measures to protect Customer Data. However:

  • you are responsible for maintaining appropriate back‑ups of your Customer Data; and
  • you acknowledge that no system is completely secure.

If your subscription ends or your account is closed, we may delete Customer Data from our systems after a reasonable period, unless we are required by law to retain it for longer.

7.5 Intellectual property concerns

If you believe that content or data within the Services infringes your intellectual property rights, you should contact us at hello@thrivehub.app with:

  • details of the rights you claim are infringed;
  • details of the allegedly infringing material and where it is located; and
  • your contact details.

We will review your complaint and, where appropriate, take reasonable steps (which may include contacting our customer, removing or restricting access to content, or requesting further information). We do not operate the Services as a public content platform.

8. Assumption of Risk

The Services and any information made available through them are provided for general business use. We do not guarantee that:

  • the Services will meet your specific requirements; or
  • any particular result will be achieved.

You are responsible for deciding whether and how to use the Services in your business. Any reliance you place on information generated or provided through the Services is at your own risk.

9. Privacy

For information about how we collect, use and share personal data, please see our Privacy Policy:
https://thrivehub.app/privacy-notice/

By using the Services, you acknowledge that we will process personal data as described in that policy.

10. Termination of Services

10.1 Termination by us

We may suspend or terminate your access to the Services, in whole or in part, immediately on notice if:

  • you materially breach this Agreement and, where capable of remedy, do not remedy the breach within a reasonable time after we ask you to;
  • we reasonably suspect fraud, misuse or security issues; or
  • we are required to do so by law or by a third‑party provider on which the Services depend.

We may also discontinue the Services generally on reasonable notice to you.

10.2 Effect of termination

On termination:

  • your right to access and use the Services will end;
  • you must immediately pay any outstanding Subscription Fees and Usage Fees; and
  • we may delete or anonymise Customer Data after a reasonable retention period, unless we are required by law to retain it.

Any provisions that by their nature should survive termination (including payment obligations, intellectual property, limitations of liability and indemnities) will continue in force.

11. No Warranty

THE SERVICES ARE PROVIDED ON AN “AS IS” AND “AS AVAILABLE” BASIS. USE OF THE SERVICES IS AT YOUR OWN RISK. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, WE DISCLAIM ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, STATUTORY OR OTHERWISE, INCLUDING ANY IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE AND NON‑INFRINGEMENT.

Without limiting the above, we do not warrant that:

  • the Services will be uninterrupted, secure or error‑free;
  • defects will be corrected; or
  • the Services or any data from the Services will be accurate, complete or suitable for any particular purpose.
12. Limitation of Liability

To the fullest extent permitted by law:

  • we will not be liable to you for any loss of profit, revenue, business, goodwill or data, or for any indirect, consequential or special loss or damage; and
  • our total aggregate liability to you arising out of or in connection with the Services and this Agreement (whether in contract, tort, negligence or otherwise) will not exceed the total Subscription Fees you have paid to us for the Services in the 12 months immediately before the event giving rise to the claim.

Nothing in this Agreement limits or excludes liability:

  • for death or personal injury caused by negligence;
  • for fraud or fraudulent misrepresentation; or
  • to the extent such limitation or exclusion is not permitted by law.
13. Indemnification

You agree to indemnify and hold harmless ThriveHub and its officers, directors, employees and agents from and against any claims, losses, damages, liabilities, costs and expenses (including reasonable legal fees) arising out of or in connection with:

  • your use of the Services in breach of this Agreement or applicable law; or
  • Customer Data you store or process in the Services.

We will promptly notify you of any such claim and allow you to control the defence and settlement, provided that you do not settle any claim in a way that imposes any admission or obligation on us without our consent (not to be unreasonably withheld).

14. Disputes and Governing Law

14.1 Governing law

This Agreement and any dispute or claim arising out of or in connection with it (whether contractual or non‑contractual) shall be governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law rules.

14.2 Jurisdiction

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with this Agreement or its subject matter or formation.

15. Miscellaneous

15.1 Waiver

No failure or delay by us in exercising any right or remedy under this Agreement shall operate as a waiver of that or any other right or remedy.

15.2 Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

15.3 Entire agreement

This Agreement (together with any documents it refers to, such as our Privacy Policy and any order form) constitutes the entire agreement between you and us regarding the Services and supersedes all prior agreements, understandings or arrangements.

15.4 Assignment

You may not assign or transfer any of your rights or obligations under this Agreement without our prior written consent. We may assign or transfer our rights and obligations under this Agreement at any time.

15.5 No partnership

Nothing in this Agreement is intended to, or shall be deemed to, establish any partnership or joint venture between you and us, or authorise either party to make or enter into any commitments for or on behalf of the other.

16. Contact

If you have any questions about this Agreement or the Services, please contact us at:
Email: hello@thrivehub.app