Terms & Conditions

By accessing or using Captivi services, you agree to be bound by these Terms and Conditions. If you do not agree, you may not use the service.

Captivi provides a subscription-based service for managed guest Wi-Fi authorization and integration with third-party systems (e.g., UniFi, Square). Use of the service requires limited access—typically API tokens—shared during onboarding.

We collect personal and business information solely to support account setup, functionality, and communication. This data is never sold or shared with third parties for marketing and is handled with industry-standard security practices.

Captivi may update these Terms periodically. Any material changes will be communicated via email or written notice.

We reserve the right to suspend or terminate accounts for violations of these Terms or for non-payment.

These Terms are governed by the laws of California and the United States, without regard to conflict-of-law provisions.

Questions? Contact us at [email protected].

• Customers are not required to create logins. Instead, service activation depends on sharing appropriate API access during onboarding.
• Captivi bills **in arrears** for actual usage. Payments may be submitted via secure invoicing, verified phone transactions, or another mutually agreed method.
• To cancel service, customers must provide **at least five (5) business days** written notice before the desired termination date. Final invoices will include any prorated charges through the termination date.
• Upon cancellation, Captivi provides standard documentation for removing integrations. Customers may purchase a turndown package (maximum $500/site) to have Captivi remove all customizations. Security recommendations may be retained if desired.
• Service level adjustments can be requested at any time. Changes typically take effect at the **start of the next billing cycle**. In urgent situations, Captivi may apply changes mid-cycle at its discretion.
• We reserve the right to decline service-level changes if such requests are excessive or disruptive. A written explanation will be provided within five (5) business days.

Captivi’s uptime and service availability are influenced by upstream providers, including UniFi, Square, and your local ISP. As such, we do not provide formal uptime guarantees beyond those of our partners.

Customer support response times vary by subscription tier. Non-critical support requests will receive a response within **5 business days or less**. Critical issues will be escalated based on severity.

**Basic Tier**: Email support only. Response time: 3–5 business days.

**Standard Tier**: Email and scheduled phone support. Response time: 1–3 business days.

**Premium Tier**: Priority support via email, phone, and optionally Slack. Response time: within 1 business day.

Support is available during standard business hours and must come from authorized account contacts. Captivi reserves the right to prioritize support based on business impact.

• Use of Captivi services must comply with all applicable laws. Illegal activity is strictly prohibited.
• Reverse engineering or tampering with any portion of the Captivi platform is not allowed.
• A single-site license may not be used to support multiple independent sites without written approval.
• Abuse of system resources, APIs, or support channels may result in rate limits or termination.
• Users may not impersonate others or misrepresent their affiliation with Captivi.