Rilluno — Terms of Service (Master Subscription Agreement)

Effective Date: 10th October 2025

These Terms of Service (“Terms”) are a binding agreement between Rilluno, Inc., a U.S. company based in Boston, MA (“Rilluno,” “we,” “us”), and the customer entity or individual (“Customer,” “you”). By purchasing a subscription, clicking “I agree,” or using the Services, you accept these Terms.

1) The Services

What we provide. Rilluno provides subscription access to an on-demand Salesforce administration service for quick, well-scoped tasks (“Admin Tasks”), plus separately quoted fixed-price projects (“Projects”).
Unlimited requests, one-at-a-time. You may submit unlimited requests, with one active at a time per your plan’s concurrency.
Targets, not guarantees. Any response times or SLAs we publish describe when we aim tostart work on an Admin Task after the previous one is completed, not a guarantee of completion time. Actual timing depends on complexity, access, clarifications, dependencies, and queue.
Access & channels. We may request least-privilege Salesforce access to complete work. Credentials must be shared via approved secure methods (not tickets or chat bodies).
Third parties. The Services may use third-party tools (e.g., Salesforce, Stripe, email). Those are governed by their own terms and privacy policies.

2) Scope & Fair Use (Admin vs. Project)

Admin Tasks (included in subscription). Small, discrete changes that a skilled admin can complete in ~under three (3) hours, producing one outcome in one area. Examples:
- Adjust a step in an existing Flow (≤10 elements; no new branches).
- Add or tweak up to 2 fields, including a simple formula.
- Edit a validation rule, page layout, quick action, or assignment rule.
- A permissions change for a specific need affecting ≤2 profiles/permission sets.
- A report tweak or a new report + one dashboard tile using existing objects.
- A small data fix (< 2,000 rows) with mapping/criteria provided.
Projects (separately quoted). Work is a Project if it is larger, bundled, or a build-out. Examples:
- New or complex Flows (multi-branch, subflows, or > 10 elements).
- Reworking roles/OWD or revisiting the permission model across teams.
- Bundling multiple Admin Tasks as “one request.”
- Integrations/APIs, Apex/LWC, Experience Cloud, CPQ, Marketing Cloud.
- Data migration/normalization > 2,000 records or multi-object redesign.
No disguised multi-tasks. Submitting multiple unrelated or loosely related changes as a single Admin Task is not permitted under the subscription. We may split or reclassify.
Right to reclassify. If a request appears likely to exceed ~3 hours, has broad blast radius, or requires new automation, or is later found to have been mis-identified as an Admin Task, Rilluno may pause and reclassify it as a Project, pending your approval of a quote.
Right to refuse. We may decline any request that is out of scope, unsafe, unlawful, conflicts with best practices, or otherwise unsuitable for the Services, including where a request was initially accepted as an Admin Task but later proves impractical to deliver on that basis. You may elect to proceed via a Project if you purchase the required Project Blocks.
Project Blocks. Projects are delivered as fixed-price Project Blocks (e.g., Small/Medium/Large) with clear milestones. Blocks are billed upfront, non-refundable once work begins, and may expire after 12 months if unused.
Sandbox first. Where feasible, substantial changes are applied in a Sandbox and promoted upon your approval.
Time cap for Admin Tasks; reclassification during work. Admin Tasks are intended to take ~under three (3) hours. If, during performance, an Admin Task is reasonably likely to exceed this time cap or expands in scope, Rilluno may pause work and reclassify the request as a Project. No further work will proceed under the subscription unless and until you approve a Project quote or purchase additional Project Blocks. Any partial work completed prior to the pause may be delivered as-is.
Estimates & schedule extensions (Projects). Project estimates, milestone dates, and delivery timelines are good-faith estimates, subject to platform constraints and your timely access/approvals. Rilluno may reasonably extend the schedule to account for newly discovered complexity or unmet assumptions. If additional effort or price is required, Rilluno will issue a Change Order (or request additional Project Blocks) for your approval before continuing.
Change Orders; additional Blocks. Where scope or complexity increases beyond the quote, Rilluno will issue a Change Order describing the added work, revised timeline, and fees. Work beyond the original quote will not proceed without your approval. If you decline, we may deliver the portion completed under the original quote and close the Project.

3) Customer Responsibilities

Clear requests. Provide sufficient detail: desired outcome, object/fields, impacted profiles/users, and relevant screenshots or error messages.
Single approver. Designate a single point of contact with authority to approve scope changes.
Customer release processes. If your organisation requires changes to follow internal release, CAB, or deployment processes, you remain responsible for scheduling and approving those releases. Our SLAs and timing commitments apply to when we prepare and hand over changes (for example, into a sandbox or ready-for-release state), not when they are deployed to production. Delays, rescheduling, or deferrals within your own release or CAB process are outside our control and outside the scope of those SLAs.
Backups & testing. You are responsible for org backups, data integrity, and final testing/acceptance in your environment(s).
Sensitive data. Share only what’s necessary. Do not send PHI or data subject to HIPAA/BAA unless expressly agreed in writing.
Lawful use. You will not use the Services to violate law or third-party rights.

4) Fees, Billing & Taxes

Subscriptions. Plans renew automatically until canceled. You authorize recurring charges to your payment method via our processor (e.g., Stripe).
Billing Portal & cancellation. You may update payment details or cancel anytime through the Billing Portal. Cancellation stops future renewals; no refunds for partial periods except where required by law.
Nonpayment. We may suspend the Services for nonpayment or failed charges.
Taxes. Fees are exclusive of taxes; you are responsible for applicable taxes.

5) Intellectual Property

Your org & data. You retain all rights to your org, data, and pre-existing assets.
Work product. Upon full payment, we assign to you our right, title, and interest in customizations/configurations delivered specifically for your org (excluding Pre-Existing Materials).
Pre-Existing Materials. Our internal tools, templates, processes, and know-how remain ours. We grant you a non-exclusive, non-transferable license to use any embedded Pre-Existing Materials solely within your org to use the deliverables.
Open source. Third-party/open-source components are licensed under their respective licenses.

6) Confidentiality & Security

Confidentiality. Each party will protect the other’s confidential information using reasonable measures and not disclose it except to personnel/contractors with a need to know under similar obligations.
Least-privilege access. We request minimum access and avoid storing credentials in tickets or chat bodies.
Privacy. Our Privacy Notice explains how we handle account/contact data. A Data Processing Addendum is available where applicable.

7) Warranties & Disclaimers

We will act with reasonable skill and care, but the Services are provided “as is.” We disclaim implied warranties of merchantability, fitness for a particular purpose, non-infringement, and uninterrupted or error-free operation.

8) Limitation of Liability

No special damages. Neither party is liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, revenue, data, or business interruption.
Cap. Each party’s total liability arising out of or related to the Services is capped at the amounts paid by you to Rilluno in the three (3) months preceding the event giving rise to the claim.
Exclusions. The cap does not limit (a) your payment obligations, (b) your breach of Section 3 (Customer Responsibilities), or (c) your infringement of our IP rights.

9) Indemnification

By you. You will defend and indemnify Rilluno against claims arising from (a) your data/content, (b) your misuse of the Services, or (c) your violation of law or third-party rights.
By us. We will defend and indemnify you from claims that our deliverables (excluding your data/requirements or third-party components) infringe a U.S. IP right, provided you promptly notify us and cooperate. Our options include modification, replacement, or refund of pre-paid amounts for the impacted portion and termination of the affected Services.

10) Term, Suspension & Termination

Term. These Terms start on your first use or order and continue while you have an active subscription or Project.
Suspension. We may suspend for security risks, unlawful activity, nonpayment, or material breach.
Termination. Either party may terminate for uncured material breach after 10 days’ notice. You may also terminate anytime via the Billing Portal (effective end of current term).
Effect. On termination: (a) access ends; (b) unpaid fees are due; (c) Sections 5–14 survive.

11) Publicity

With your consent (email is fine), we may list your name/logo on our site. You may revoke consent at any time.

12) Changes

We may update the Services or these Terms. For material changes, we’ll notify you (e.g., email or in-app). Continued use after the effective date constitutes acceptance.

13) Governing Law; Disputes

These Terms are governed by Massachusetts law, excluding conflicts-of-law rules. The parties will try to resolve disputes informally; if unresolved after 30 days, either party may bring claims in the state or federal courts located in Boston, MA, and both parties consent to jurisdiction and venue there.

14) General

Assignment. You may not assign without our consent; we may assign to an affiliate or in a merger/asset sale.
Force Majeure. Neither party is liable for delay/failure due to causes beyond reasonable control.
Independent contractor. We are independent contractors, not employees, partners, or agents.
Not a Salesforce service. Rilluno is independent and not affiliated with or endorsed by Salesforce.
Entire agreement. These Terms (with any order/quote/SOW) are the entire agreement and supersede prior proposals.
Severability; waiver. If any provision is unenforceable, the rest remains in effect. A waiver must be in writing.
Notices. Notices may be sent to the emails on file, and to legal@rilluno.com for Rilluno unless updated in writing.

Exhibit A — Scope & Fair Use Policy

Designed for quick admin. Admin Tasks are discrete changes (~under 3 hours) producing one clear outcome in one area. Not allowed: disguised multi-requests or “revisit the entire permission structure” under the subscription.

Included examples (Admin Tasks):

Tweak an existing Flow step (≤10 elements; no new branches)
Up to 2 fields (incl. a simple formula) on one object
Edit a validation rule, layout, quick action, or assignment rule
Permissions for a specific change affecting ≤2 profiles/perm sets
Report tweak or a new report + one dashboard tile on existing objects
Small data fix (< 2,000 rows) with mapping/criteria supplied

Reclassified as Project (quoted first):

New/multi-branch flows or subflows; new automation
Model-level security changes (roles/OWD/permission model) across teams
Bundled asks (multiple Admin Tasks submitted as one)
Integrations/APIs, Apex/LWC, Experience Cloud, CPQ/Marketing Cloud
Data migration/normalization > 2,000 records; multi-object redesign

Time cap & reclassification. If an Admin Task approaches ~3 hours, Rilluno will pause and reclassify the request as a Project and request approval of a fixed-price quote (via Project Blocks) before continuing.

Schedule flexibility (Projects). Project timelines are good-faith and may be adjusted for newly discovered complexity, platform constraints, or Customer dependencies. Material changes are communicated via Change Order for approval.

Right to refuse. Rilluno may decline any request that is out of scope, unsafe, unlawful, or unsuitable for the Services.

Project Blocks. Fixed-price packages (Small/Medium/Large) with stated deliverables/milestones. Billed upfront; non-refundable once work starts; may expire after 12 months if unused.

Exhibit B — Security & Privacy Summary

Least-privilege access; removal on request.
Credential handling: never in tickets/chats; use secure channels.
Artifacts: retained only as long as necessary to complete work.
No PHI/BAA unless agreed in writing; DPA available where applicable.
Billing: Stripe. You can update payment details or cancel anytime via the Billing Portal.

Exhibit C — Service Targets (Non-Binding)

Initial response targets vary by plan; not guarantees.
Work may pause while awaiting access, clarifications, or approvals.
One active request per plan’s concurrency; others queue.

Exhibit D — Project Blocks

Small / Medium / Large fixed-price options aligned to estimated effort.
Clear deliverables, milestones, acceptance criteria, and assumptions.
Change Orders used for material scope/timeline changes.
Blocks are billed upfront, non-refundable once work begins, and may expire after 12 months if unused.