Customer OS™ Terms of Use & Licence Agreement

Effective Date: September 8, 2026

These Terms of Use & Licence Agreement govern the purchase, access and use of all Customer OS™ Industry Training Kits, Proactive Customer Service Program™ materials, Team Leader Playbooks, Team Member Guides, tools, templates, editable files, graphics, exercises, methodologies and related digital content supplied by Customer OS.

​

By purchasing, downloading, accessing, copying, editing or using any Customer OS materials, the purchaser agrees to these Terms.

​

1. Licence Granted

Each Customer OS program is licensed to the single company or legal business entity that purchases the program.

The purchaser receives a non-exclusive, non-transferable, revocable licence to use the purchased materials internally within that company for the development and training of its own employees and team members.

The purchase of a Customer OS program does not transfer ownership of the program, intellectual property, methodology, trademarks, copyright or underlying content to the purchaser.

Customer OS retains all ownership rights in the original materials and intellectual property.

2. Internal Company Use Only

Purchased materials may be used only within the purchasing company.

The purchasing company may provide copies to its own employees, supervisors, managers and internal team members where reasonably required to implement the program.

The licence does not extend automatically to parent companies, subsidiaries, sister companies, franchisees, affiliated businesses, joint ventures or other legal entities, even where common ownership exists.

Additional entities require a separate licence unless Customer OS provides written authorization.

3. Permission to Copy and Customize

Customer OS programs are intentionally provided in formats that may allow internal customization.

The purchasing company may copy, reproduce, edit, adapt and co-brand purchased materials solely for its own internal business use.

Permitted customization may include adding the company's logo, incorporating internal procedures, adapting terminology, modifying examples and tailoring materials to reflect the company's workforce, customers and operating environment.

Any customized or derivative version remains subject to this Licence Agreement.

Customization does not transfer ownership of the underlying Customer OS intellectual property, methodology, program architecture or original content.

4. Strict Prohibition on Resale and Third-Party Use

Customer OS materials may not be resold, relicensed, sublicensed, rented, leased, published, distributed commercially or otherwise supplied to any third party.

Without prior written permission from Customer OS, the purchaser may not:

1. sell or offer any Customer OS program or material to another business or individual;

2. provide copies of the program to customers, suppliers, business partners or unrelated companies;

3. use Customer OS materials to provide paid or unpaid training, consulting, coaching or advisory services to third parties;

4. incorporate Customer OS content into another training product, consulting product, course, workshop, membership program or commercial offering;

5. upload, post or distribute program files through public websites, file-sharing platforms, training libraries or other publicly accessible systems;

6. sublicense or authorize another person or organization to use the program;

7. reproduce substantial portions of the materials for publication or commercial distribution;

8. represent Customer OS intellectual property, methodology or content as having been independently created by the purchaser or another party.

The licence is for internal company implementation only.

5. Consultants, Trainers and Third-Party Service Providers

A purchasing company may engage an outside consultant, facilitator or service provider to assist with implementation only where that individual is acting specifically on behalf of the purchasing company.

That individual may not retain, reuse, resell or apply Customer OS materials with other clients.

A consultant, training company or advisor wishing to use Customer OS programs across multiple client organizations must obtain separate written authorization or an appropriate commercial licence from Customer OS.

​

6. Intellectual Property

All Customer OS program content, including program architecture, written content, frameworks, models, terminology, exercises, graphics, tools, templates, methodologies and related materials, is protected by applicable intellectual-property laws.

This includes, where applicable, proprietary program concepts and marks such as Customer OS™, Proactive Customer Service Program™, Customer Huddle™, Read the Customer™, Trade Talk™, Calm Expert™, Before It Breaks™ and other identified program names and concepts.

Except for the limited internal-use licence expressly granted in these Terms, no intellectual-property rights are transferred to the purchaser.

7. Copyright Notices and Branding

The purchaser may add its own company branding to editable program materials for internal use.

Customer OS copyright, trademark or proprietary-rights notices contained in the underlying materials must not be deliberately removed where doing so could imply that the purchasing company created or owns the underlying Customer OS intellectual property.

A purchasing company's own additions and internally developed content remain its property. Customer OS retains ownership of its pre-existing materials, methodologies and intellectual property.

8. Digital Files and Access

The purchaser is responsible for maintaining the security of downloaded program files.

Program materials should be stored only in locations reasonably accessible to authorized users within the purchasing company.

The purchaser must take reasonable precautions to prevent unauthorized copying, external distribution or access by third parties.

​

Loss, deletion or unauthorized distribution of files does not expand or transfer the licence granted under these Terms.

9. No Transfer Following Sale or Reorganization

The licence may not be sold or transferred separately from the purchasing company.

If the purchasing company is sold, merged, reorganized or materially changes legal ownership, continued use of the program may be subject to confirmation by Customer OS where the program would otherwise become available to additional legal entities.

10. Program Modification

Customer OS recognizes that companies may appropriately modify program materials to suit their operations.

However, Customer OS is not responsible for content that has been materially altered by the purchaser.

Where a purchaser modifies program materials, the purchaser is responsible for ensuring that its modifications are appropriate, accurate and compliant with its own legal, regulatory, employment, safety and operational requirements.

11. Professional and Operational Responsibility

Customer OS programs are educational and workplace-development resources.

They do not replace legal, regulatory, occupational health and safety, technical, engineering, human-resources, accounting or other professional advice.

Purchasers remain responsible for their own business decisions, customer commitments, technical recommendations, policies, safety requirements and regulatory obligations.

12. Results Are Not Guaranteed

Customer OS is designed to support the development of stronger customer-service behaviours and workplace coaching practices.

​

Individual and organizational results will vary.

Customer OS does not guarantee specific financial results, revenue increases, customer-retention outcomes, review scores, sales performance or other business outcomes.

Any examples, calculations or illustrations of potential value are provided for explanatory purposes and should not be interpreted as guaranteed results.

13. Prices, Taxes and Payment

Prices are stated in Canadian dollars unless otherwise indicated.

Applicable taxes are charged as required.

Access to purchased digital products may be withheld until payment has been successfully processed.

Customer OS may change future pricing, product configurations or program offerings without affecting licences already validly purchased, except where otherwise stated.

14. Refunds

Digital products are subject to the Customer OS Refund Policy in effect at the time of purchase.

Because digital products may be immediately accessed, downloaded, copied and used, purchasers should carefully review the program description before completing a purchase.

Nothing in these Terms limits any rights that cannot legally be excluded under applicable consumer-protection legislation.

15. Unauthorized Use

Any use outside the licence granted by these Terms constitutes unauthorized use.

Customer OS may require the purchaser or other unauthorized party to immediately cease using, copying, distributing or providing access to the materials.

Customer OS may terminate the licence where there has been a material breach of these Terms.

Termination does not eliminate Customer OS's right to pursue remedies available under applicable law for unauthorized reproduction, resale, distribution or other infringement of its intellectual-property rights.

16. Termination of Licence

If the licence is terminated for material breach, the purchaser must cease unauthorized use and, where requested, remove or destroy copies being used contrary to these Terms.

Provisions relating to intellectual property, ownership, unauthorized distribution, limitations of liability and other provisions that by their nature should survive termination will continue to apply.

17. Limitation of Liability

To the fullest extent permitted by applicable law, Customer OS will not be liable for indirect, incidental, consequential, special or punitive damages arising from the use or inability to use the program, including loss of revenue, profits, business opportunities, customers, data, goodwill or reputation.

Where liability cannot legally be excluded, Customer OS's aggregate liability arising from the purchase or use of a specific program will, to the fullest extent permitted by law, be limited to the amount paid to Customer OS for that program.

18. Governing Law

These Terms are governed by the laws of the Province of Nova Scotia and the applicable federal laws of Canada, without regard to conflict-of-law principles.

Any dispute relating to these Terms, the licence or the use of Customer OS materials will be subject to the jurisdiction of the courts of Nova Scotia, except where applicable law requires otherwise.

19. Changes to These Terms

Customer OS may update these Terms from time to time.

The version applicable to a purchase will generally be the version in effect when the purchase was completed, except where a later change is required by law or accepted by the purchaser.

20. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

21. Entire Agreement

These Terms, together with any applicable product description, Refund Policy, Privacy Policy and Digital Delivery Policy, constitute the agreement governing the purchaser's use of Customer OS materials unless Customer OS has entered into a separate written agreement with the purchaser.

22. Contact

Questions about licensing, permitted use, multi-company access, consulting use or other permissions should be directed to:

Customer OS
Email: contact@customerospro.com
Website: www.customerospro.com

Terms & Conditions - the basics

Having said that, Terms and Conditions (“T&C”) are a set of legally binding terms defined by you, as the owner of this website. The T&C set forth the legal boundaries governing the activities of the website visitors, or your customers, while they visit or engage with this website. The T&C are meant to establish the legal relationship between the site visitors and you as the website owner. 

T&C should be defined according to the specific needs and nature of each website. For example, a website offering products to customers in e-commerce transactions requires T&C that are different from the T&C of a website only providing information (like a blog, a landing page, and so on).     

T&C provide you as the website owner the ability to protect yourself from potential legal exposure, but this may differ from jurisdiction to jurisdiction, so make sure to receive local legal advice if you are trying to protect yourself from legal exposure.