Terms, Privacy, Refunds & Disclaimer

1 · Terms & Conditions of Engagement

These Terms govern services provided by Aletrova, the trading name of a sole proprietorship operated by A M Prashanth ("Consultant", "Aletrova", "we", "us") to you or the entity you represent ("Client", "you"). By booking a call, making a payment, signing a proposal, or otherwise engaging the services, you agree to these Terms. Where a separately signed agreement exists for an engagement, that agreement prevails over these Terms to the extent of any conflict.

1.1 Services & scope

We provide independent Salesforce services in four modes: expert guidance (product walkthroughs, feature guidance, and admin coaching / team grooming); implementation (building and deploying features such as Service Cloud and Experience Cloud functionality, reports & dashboards, Security Center / Platform Encryption setup, and integrations); audit (security and compliance review); and RCA & bug fixes (diagnosing and fixing failures). The specific scope, complexity classification, deliverables, timeline and fee for each engagement are defined in a written quotation, statement of work, or order ("Engagement Scope"). Work outside that scope is a separate, separately-priced engagement.

1.2 Independent contractor

We act as an independent contractor, not an employee, agent, partner or joint venturer of the Client. Nothing in these Terms creates an employment or agency relationship.

1.3 System & sandbox access — least privilege

By default we require access only as a named user in a single sandbox to build and test, and we do not require production access. The following apply whenever you grant us access:

Default delivery: We build and test (including Apex test classes) in a sandbox and deliver a tested, deployable package (change set / metadata) with instructions, for your team to deploy onward. Deployment to QA/UAT or production is not included by default.
Optional deployment by us: if you ask us to deploy to a QA/UAT sandbox or to production, that is a separately-quoted add-on and requires you to grant temporary, limited deployment access for that step only, which you revoke afterwards. Test classes built in the sandbox are not deployed to QA/UAT or production unless and until you request it under a further quotation.
You warrant that you are authorised to grant any access, that doing so complies with your own internal policies and with Salesforce's terms, and that you have obtained any internal approvals required.
We will use the access solely to perform the agreed Engagement Scope, and only for as long as reasonably necessary. Additional access is requested only where scope or complexity genuinely requires it, with notice to you.
You are responsible for provisioning access with appropriate permission levels, for taking and maintaining your own backups before and during the engagement, and for promptly revoking access when the relevant step or engagement ends.
If you direct us to work in or against a production environment, you acknowledge the additional risk and confirm you have current backups; we are not liable for data loss or disruption arising from production work you requested.
We are not responsible for pre-existing defects, misconfigurations, technical debt, third-party packages, or issues outside the agreed scope, and discovering such issues does not obligate us to remediate them outside a separately-agreed scope.

1.4 Your data & how we work

Protecting your environment is a core commitment of every engagement. The following always applies:

Your data stays in your environment. We do not input your confidential information, personal or regulated data, records, credentials, or org configurations into any external AI tool. What we learn about your specific setup stays within your Salesforce environment and our own secure working notes.
Modern tools, used responsibly. Like any current engineering practice, we use professional software — including AI-assisted tools — to analyse problems, draft solutions, and produce code and documentation efficiently. Where such tools are used, they work only from general, anonymised descriptions of a technical problem — never from your actual data.
We own every result. These tools support our work; they do not replace our professional judgement. We review and validate everything before it reaches you, and we remain fully and personally responsible for all deliverables.
If your engagement involves regulated data, or you have specific tooling requirements, tell us before work begins and we will agree the appropriate approach in writing.

1.5 Client responsibilities

Provide timely, accurate information, access and decisions needed to perform the services.
Ensure you have the rights and authority over your Salesforce org and data, and that your instructions do not require us to breach any law or third-party right.
Maintain your own backups and your own production change-control; approve changes before they are applied to production.
Designate a point of contact empowered to give approvals.

1.6 Confidentiality

Each party will keep the other's non-public information confidential and use it only for the engagement. This does not apply to information that is public, independently known, or required to be disclosed by law. On request after the engagement, we will return or delete Client confidential materials in our possession, subject to records we must reasonably retain. For higher-sensitivity engagements, a separate mutual NDA may be signed and will take precedence.

1.7 Data protection

Where we process personal data on your behalf, we do so as a processor acting on your instructions, and a separate data-processing agreement may be required to comply with applicable law (including the EU/UK GDPR and India's Digital Personal Data Protection Act, 2023). You are responsible, as controller, for the lawful basis of any personal data in your org and for instructing us appropriately. See the Privacy Policy below for how we handle data.

1.8 Intellectual property

On full payment for an engagement, deliverables created specifically for you become your property. We retain ownership of our pre-existing materials, methods, templates, and general know-how, and may continue to use the skills, concepts and experience gained. We grant you a licence to use our pre-existing materials only as embedded in the deliverables.

1.9 Fees, payment, currency & taxes

Fees are as stated in the Engagement Scope. Most work is billed at a fixed quoted fee; some guidance, coaching and advisory may be billed hourly or per session.
A deposit of typically fifty percent (50%) is payable before work begins, with the balance due on delivery. For larger engagements, the quotation may instead set a milestone schedule (for example, 40% on commencement, 30% at an agreed mid-point deliverable, and 30% on final delivery), with each milestone earned and payable when its deliverables are delivered.
International clients are invoiced in USD; Indian clients may be invoiced in INR, at rates appropriate to each market. Bank, card, gateway or currency-conversion charges are the payer's responsibility.
Fees are exclusive of taxes. Indian GST and any applicable withholding/indirect taxes will be added or handled as required by law.
Late payment may pause work and may attract interest of 1.5% per month (18% per annum) as permitted by law.

1.9a Quotation, complexity, time & fixed price

Quotation first. Engagements follow a discovery call, then a written quotation and agreement setting out the scope, a complexity classification (Low, Mid, High or Very High), the access required, an estimated timeline, and the price, confirmed on a follow-up call before any work begins. During delivery we provide regular (typically weekly) progress updates until the work is complete within the agreed time.
Complexity is classified by us, in good faith, based on technical difficulty, effort and estimated time, and is stated in your quotation. The classification determines the price band.
Fixed price. Once a quotation is accepted, the quoted price is fixed for the quoted scope. If the work takes longer than our estimate, we will still complete the quoted scope at no additional charge. Changes to the scope itself, or new work requested, are quoted separately.
Timelines are good-faith estimates, not guarantees, and may be affected by your responsiveness, access, and third-party or platform factors.

1.9b RCA & bug fixes — “fixed or refunded”

For engagements expressly offered on a “fixed or refunded” basis, the quoted fix fee is payable in advance. If we are unable to resolve the specified, agreed issue, the fix fee is refunded to you in full. This applies only to the specific issue and complexity band defined in the quotation; it does not cover unrelated issues, pre-existing defects outside scope, issues caused by third-party products or your own changes, or diagnostic/RCA work expressly quoted as chargeable regardless of outcome. A reasonable definition of “resolved” is agreed in the quotation, and refunds are processed through the original payment method.

1.9c Coaching & guidance

Expert guidance, product walkthroughs and admin coaching are educational and advisory. They transfer knowledge to your team; they are not an implementation, do not include building or deploying functionality, and carry no guarantee of any particular result from your team's later actions.

1.10 No guarantee of results

We bring senior expertise and reasonable skill and care, but we do not guarantee any specific business outcome, metric, ROI, certification result, or that any system will be entirely error-free. Outcomes depend on factors outside our control, including your environment, data, decisions, third-party products and platform changes. Recommendations are advisory; implementation decisions are yours.

1.11 Warranties & disclaimer

Services are provided with reasonable skill and care. Except as expressly stated, services and deliverables are provided "as is" and we disclaim all other warranties, express or implied, to the maximum extent permitted by law, including implied warranties of merchantability and fitness for a particular purpose.

1.12 Limitation of liability

To the maximum extent permitted by law, we are not liable for indirect, incidental, special, consequential or punitive damages, or for loss of profit, revenue, data or goodwill. Our total aggregate liability arising out of or relating to an engagement is limited to the fees actually paid by you to us for that engagement. Nothing limits liability that cannot be limited by law.

1.13 Indemnity

You agree to indemnify us against claims arising from your breach of these Terms, your instructions, your data or content, or your lack of authority to grant the access or rights you provided.

1.14 Term & termination

Either party may terminate an engagement with written notice as set out in the Engagement Scope (or, if none, 7 days' notice). On termination you pay for work performed and non-cancellable commitments up to the termination date. Clauses that by nature should survive (confidentiality, IP, liability, governing law) survive termination.

1.15 Third-party platforms, trademarks & independence

Salesforce, Agentforce, Einstein, Service Cloud, Experience Cloud, Shield and related names and logos are trademarks of Salesforce, Inc. These names are used here only descriptively (nominative fair use) to indicate the platform on which services are provided. Aletrova is an independent consulting firm and is not affiliated with, authorised by, an official partner of, endorsed, sponsored, or otherwise connected to Salesforce, Inc. No Salesforce logos or brand assets are used, and nothing here should be read as implying any such relationship. We are not responsible for the Salesforce platform itself, its pricing, availability, or changes, or for other third-party products and services.

1.16 Prior-employment confidentiality

We previously worked for Salesforce, Inc. We do not use, rely on, or disclose any confidential information, trade secrets, or proprietary materials obtained during that employment, and we honour all surviving confidentiality, intellectual-property and other obligations from that relationship. Services are delivered using only our general skills, publicly available knowledge, and our own lawful experience.

1.17 Governing law & disputes

These Terms are governed by the laws of India, and the courts of Hyderabad, Telangana, India have jurisdiction, without prejudice to any mandatory consumer-protection rights a client may have in their own country. The parties will attempt good-faith resolution before formal proceedings.

1.18 Changes to these Terms

We may update these Terms from time to time; the version in effect when your engagement begins applies to that engagement. Material changes will be posted on this page with a revised "last updated" date.

1.19 Contact

Questions about these Terms: arniprashanth@gmail.com.

2 · Privacy Policy

This policy explains how Aletrova (the trading name of a sole proprietorship operated by A M Prashanth) handles personal data in connection with this website and its services.

2.1 Information collected

From website visitors: contact details you submit (name, email, phone, message), any service you express interest in or request a quote for, your preferred call slots, and basic analytics/technical data (e.g. IP address, device, browser, and pages viewed) if analytics are enabled. Email addresses submitted to register interest in future services are used only to contact you about those services; you can opt out at any time.
From clients: business contact details, billing information, and any data you choose to share or grant access to in the course of an engagement.

2.2 How information is used

To respond to enquiries, schedule calls, and provide and administer the services.
To issue invoices and process payments.
To meet legal, tax and accounting obligations.
With your consent, to send occasional service-related updates (you can opt out anytime).

2.3 Sharing & processors

We do not sell your personal data. We share it only with service providers who help us operate, under appropriate confidentiality terms, which currently include: website hosting (Netlify), contact-form handling and email delivery (Web3Forms), payment processing (Razorpay, and other payment providers we may use in future), and electronic-signature handling for engagement agreements (e.g. Zoho Sign); and — subject to clause 1.4 above — AI-assisted tools. Providers may process data outside your country; where required, appropriate safeguards are used.

2.4 Retention & security

We keep personal data only as long as needed for the purposes above or as required by law, then delete or anonymise it. We apply reasonable technical and organisational measures to protect it; no method is perfectly secure.

2.5 Your rights

Depending on your location (including under the GDPR and India's DPDP Act), you may have rights to access, correct, delete, or restrict use of your personal data, to withdraw consent, and to complain to a supervisory authority. To exercise these, contact arniprashanth@gmail.com. For Indian users, the Grievance Officer under the DPDP Act and applicable IT Rules is A M Prashanth (arniprashanth@gmail.com).

2.6 Cookies & analytics

This site uses only essential cookies and runs no third-party advertising or analytics trackers by default. Contact-form submissions are processed by Web3Forms, and the site is hosted on Netlify. If analytics or other non-essential cookies are added later, a cookie notice and consent option will be provided.