Terms of service

1. Agreement to Terms

1.1 These Terms of Service (“Terms”) constitute a legally binding agreement between you (“User,” “you,” or “your”) and the applicable REtelligent entity (“REtelligent,” “we,” “us,” or “our”) governing your access to and use of the REtelligent property maintenance management platform, including the website at https://www.retelligent.co/, mobile applications, APIs, and all related services (collectively, the “Platform”).

1.2 The contracting entity depends on your location:

·       If you are located in the European Union or European Economic Area: REtelligent EU SRL, a company registered in Romania (CUI [INSERT CUI]), with its registered office at [INSERT ADDRESS].

·       If you are located in Australia or any jurisdiction outside the EU/EEA: REtelligent Pty Ltd, a company registered in Australia (ABN 87 694 108 613), with its registered office at Unit 2, 8A Judith Street, Carnegie VIC 3163, Australia.

1.3 By accessing or using the Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms, our Privacy Policy (https://www.retelligent.co/legal-pages/privacy-policy), and our Cookie Policy (https://www.retelligent.co/cookies). If you do not agree to these Terms, you must not access or use the Platform.

1.4 If you are accepting these Terms on behalf of a company or other legal entity (“Organisation”), you represent and warrant that you have the authority to bind that Organisation to these Terms, and references to “you” shall include that Organisation.

2. Definitions

“Operator” means a property owner, property manager, body corporate, strata manager, or other entity that subscribes to the Platform for the management of maintenance and vendor operations across one or more properties.

“Tenant” means an individual who occupies a property managed by an Operator and interacts with the Platform to submit maintenance requests, communicate with property management, or receive service notifications.

“Vendor” means a tradesperson, contractor, or service provider who receives work orders, provides maintenance services, and interacts with the Platform in connection with those services.

“Subscription” means the paid plan under which an Operator accesses the Platform, as set out in the applicable Order Form or pricing page.

“Order Form” means the ordering document or online subscription process through which an Operator subscribes to the Platform, specifying the subscription tier, fees, term, and any additional terms.

“User Content” means any data, text, photographs, documents, communications, or other materials that a User uploads, submits, or transmits through the Platform.

“AI Features” means the artificial intelligence and machine learning capabilities of the Platform, including automated maintenance request triage, vendor matching, dispatch prioritisation, and related functionality.

3. User Categories and Access

3.1 Operators (Paid Subscribers)

3.1.1 Operators access the Platform under a paid Subscription as specified in the applicable Order Form. The Operator is responsible for all fees, compliance with these Terms by its authorised users, and the accuracy of information provided through the Platform.

3.1.2 The Operator is the data controller (under GDPR) or the entity responsible for the personal information (under the Australian Privacy Act) of tenants and vendors processed through the Platform. REtelligent acts as a data processor on the Operator’s behalf, subject to the Data Processing Agreement entered into between the Operator and REtelligent.

3.2 Tenants (Free Access)

3.2.1 Tenants access the Platform at no charge to submit maintenance requests, communicate with their property manager via the Platform, and receive service notifications. Tenant access is provisioned by the Operator.

3.2.2 By using the Platform, Tenants agree to these Terms and acknowledge that their personal information will be processed in accordance with our Privacy Policy and the Operator’s own privacy practices.

3.3 Vendors (Free Access)

3.3.1 Vendors access the Platform at no charge to receive and manage work orders, submit completion evidence (including geo-stamped photographs), and communicate with Operators and tenants regarding maintenance activities.

3.3.2 By registering on the Platform, Vendors agree to these Terms and consent to the processing of their business and personal information as described in our Privacy Policy.

4. Account Registration and Security

4.1 To access the Platform, you must create an account by providing accurate, current, and complete information. You must update your account information promptly if it changes.

4.2 You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must notify us immediately at security@retelligent.co if you suspect any unauthorised access to your account.

4.3 REtelligent reserves the right to suspend or terminate any account that we reasonably believe has been compromised, is being used in violation of these Terms, or poses a security risk to the Platform or other users.

5. Subscriptions, Fees, and Payment (Operators)

5.1 Subscription Tiers. The features, usage limits, and fees applicable to an Operator’s Subscription are set out in the applicable Order Form or on our pricing page at [INSERT PRICING URL]. REtelligent reserves the right to modify pricing upon 30 days’ written notice; any price increase shall take effect at the start of the next renewal term.

5.2 Billing and Payment. Fees are invoiced [monthly/annually] in advance. Payment is due within 30 days of invoice date. All fees are exclusive of applicable taxes (including GST and VAT), which shall be charged in addition.

5.3 Late Payment. If payment is not received within [14] days of the due date, REtelligent may: (a) charge interest on the overdue amount at the lesser of (i) 1% per month; (ii) for EU B2B Operators, the reference rate under Directive 2011/7/EU plus eight (8) percentage points; or (iii) the maximum rate permitted by applicable law; and (b) suspend the Operator’s access to the Platform until all outstanding amounts are paid in full.

5.4 Refunds. Except as required by applicable consumer protection law (including the Australian Consumer Law), fees are non-refundable once paid. If you cancel your Subscription, you will retain access until the end of the current billing period.

6. Licence and Permitted Use

6.1 Licence Grant. Subject to your compliance with these Terms and payment of applicable fees, REtelligent grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable only as expressly provided in these Terms (including Item17) licence to access and use the Platform for your internal business purposes (for Operators) or for the purposes described in Sections 3.2 and 3.3 (for Tenants and Vendors).

6.2 Restrictions. You shall not, and shall not permit any third party to:

·       Copy, modify, adapt, translate, reverse engineer, decompile, or disassemble any part of the Platform

·       Use the Platform to copy, clone or reverse engineer a competing product or service

·       Sublicense, resell, rent, lease, or otherwise make the Platform available to any third party except as expressly permitted

·       Remove, alter, or obscure any proprietary notices, labels, or marks on the Platform

·       Use the Platform in any manner that violates applicable law, regulation, or third-party rights

·       Upload or transmit any malicious code, viruses, or harmful content

·       Attempt to gain unauthorised access to the Platform, other user accounts, or REtelligent systems

·       Use automated means (bots, scrapers, crawlers) to access the Platform except via our published APIs

·       Use the Platform to send unsolicited communications (spam) or harass other users

7. User Content

7.1 Ownership. You retain all rights in your User Content. By uploading User Content to the Platform, you grant REtelligent a non-exclusive, worldwide, royalty-free licence to use, store, process, reproduce, and display your User Content to (a) provide, maintain, and improve the Platform and perform our obligations under these Terms; and (b) create de-identified, aggregated or anonymised data derived from User Content, which REtelligent may use for any lawful purpose including the development, training, evaluation and improvement of REtelligent's proprietary AI Features and services. De-identified and aggregated data shall not be disclosed in a form that identifies any individual, Operator or property.

7.2 Responsibility. You are solely responsible for your User Content and represent and warrant that: (a) you have all rights necessary to upload and share the User Content; (b) the User Content does not infringe the intellectual property, privacy, or other rights of any third party; and (c) the User Content does not contain unlawful, defamatory, or harmful material.

7.3 Geo-Stamped Photographs. Where the Platform captures or processes photographs with embedded location data (GPS coordinates), you acknowledge that this data is collected for maintenance documentation purposes. You are responsible for ensuring that any individuals identifiable in photographs are aware of the capture, in accordance with applicable privacy laws.

7.4 Removal. REtelligent reserves the right to remove or disable access to any User Content that violates these Terms or applicable law, without prior notice.

8. AI Features and Automated Decision-Making

8.1 Nature of AI Features. The Platform includes AI Features that assist in maintenance request triage, vendor matching, and dispatch prioritisation. AI Features are designed to support, not replace, human decision-making.

8.2 No Guarantee of Accuracy. AI Features provide recommendations and categorisations based on available data. REtelligent does not guarantee the accuracy, completeness, or reliability of any AI-generated output. Operators retain full responsibility for reviewing, accepting, or overriding AI recommendations before taking action.

8.3 Human Oversight. Financial approvals, emergency classifications with safety implications, and complex exceptions require human review. The Platform is designed to escalate edge cases and low-confidence triage decisions for human review.

8.4 Transparency. Information about how AI Features use personal data, the logic involved, and your rights regarding automated decisions is set out in our Privacy Policy. Under the GDPR, data subjects have the right to request human review of automated decisions that significantly affect them (Article 22 GDPR). Under the Australian Privacy Act (effective 10 December 2026), we disclose the types of personal information used in automated decisions and the kinds of decisions made.

8.5 AI Training. REtelligent does not disclose individual User Content to third-party model providers for the purpose of training those providers' general-purpose AI models. REtelligent may use de-identified, aggregated or anonymised data derived from User Content (as licensed under item 7.1) to train, evaluate and improve REtelligent's own AI Features. Operators may request a summary of the categories of data used by contacting privacy@retelligent.co.

8.6: EU AI Act. REtelligent has assessed the AI Features against Regulation (EU) 2024/1689 (the 'AI Act'). Based on current functionality, the AI Features are classified as [limited-risk / general-purpose AI system]. REtelligent complies with applicable transparency obligations (Art. 50 AI Act) where required, including providing information about the AI-generated or AI-assisted nature of Platform outputs. REtelligent will update this classification and associated disclosures as the AI Features evolve or as required by changes in applicable law.

9. Intellectual Property

9.1 REtelligent Ownership. The Platform, including all software, algorithms, AI models, interfaces, documentation, trademarks, logos, and related intellectual property, is owned by or licensed to REtelligent and is protected by copyright, trademark, patent, and other intellectual property laws. Nothing in these Terms transfers any intellectual property rights in the Platform to you.

9.2 Feedback. If you provide feedback, suggestions, or ideas regarding the Platform (“Feedback”), you grant REtelligent an unrestricted, irrevocable, worldwide, royalty-free licence to use, modify, and incorporate the Feedback into the Platform without obligation to you.

10. Acceptable Use Policy

You agree not to use the Platform to:

·       Violate any applicable law, regulation, or industry standard

·       Infringe the intellectual property, privacy, or other rights of any person

·       Transmit personal data in violation of the GDPR, the Australian Privacy Act, or any other applicable data protection law

·       Engage in fraudulent, deceptive, or misleading conduct

·       Interfere with or disrupt the integrity or performance of the Platform or any connected systems

·       Harass, threaten, or discriminate against any other user

·       Use the Platform for any purpose other than property maintenance management and related operations

11. Platform Availability and Support

11.1 Availability. REtelligent uses commercially reasonable efforts to maintain Platform availability. However, the Platform may be subject to scheduled maintenance, unscheduled downtime, or interruptions beyond our control. We do not guarantee uninterrupted or error-free operation.

11.2 Service Level Agreement. For Operators on eligible Subscription tiers, Platform availability and support response times are governed by the Service Level Agreement (“SLA”) set out in the applicable Order Form. Where no SLA is specified, REtelligent shall provide commercially reasonable support during business hours.

11.3 Modifications. REtelligent may modify, update, or discontinue features of the Platform at any time. We will provide reasonable prior notice of material changes that adversely affect your use of the Platform.

12. Data Protection and Privacy

12.1 Our collection, use, and disclosure of personal information is governed by our Privacy Policy at https://www.retelligent.co/legal-pages/privacy-policy. By using the Platform, you acknowledge that you have read and understood our Privacy Policy.

12.2 Operators who are data controllers under the GDPR or responsible entities under the Australian Privacy Act must enter into a Data Processing Agreement (“DPA”) with REtelligent before processing personal data through the Platform. The DPA governs REtelligent’s processing of personal data on the Operator’s behalf.

12.3 Operators are responsible for: (a) ensuring they have a lawful basis for processing personal data through the Platform; (b) providing required privacy notices to their tenants and vendors; and (c) responding to data subject/access requests with REtelligent’s assistance as set out in the DPA.

13. Confidentiality

13.1 Each party agrees to keep confidential all non-public information disclosed by the other party in connection with these Terms (“Confidential Information”), and not to use Confidential Information for any purpose other than performing its obligations or exercising its rights under these Terms.

13.2 Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party; (b) was known to the receiving party before disclosure; (c) is independently developed by the receiving party; or (d) is lawfully obtained from a third party without restriction.

13.3 Either party may disclose Confidential Information to the extent required by law, regulation, or court order, provided it gives reasonable prior notice (where legally permitted) to the disclosing party.

14. Warranties and Disclaimers

14.1 REtelligent warrants that: (a) it will provide the Platform with reasonable skill and care; (b) the Platform will perform materially in accordance with its published documentation; REtelligent's sole obligation, and the Operator's sole remedy, for breach of this warranty shall be re-performance of the non-conforming services or, if re-performance is not reasonably possible, a pro-rata refund of fees attributable to the non-conforming period, without limiting any rights under the Australian Consumer Law or mandatory EU consumer protection law; and (c) it will comply with applicable data protection laws in its capacity as a data processor.

14.2 To the maximum extent permitted by applicable law (and subject to Section 14.3), the Platform is provided “as is” and “as available.” REtelligent makes no warranties, express or implied, regarding: (a) the accuracy or completeness of AI Features; (b) uninterrupted or error-free operation; (c) fitness for a particular purpose; or (d) non-infringement.

14.3 Australian Consumer Law. Nothing in these Terms excludes, restricts, or modifies any consumer guarantee, right, or remedy conferred by the Australian Consumer Law (Schedule 2, Competition and Consumer Act 2010 (Cth)) or any other applicable consumer protection legislation that cannot be excluded, restricted, or modified by agreement. To the extent our liability cannot be excluded, it is limited (at our election) to the re-supply of the relevant services or the payment of the cost of having the services re-supplied.

14.4 EU Consumer Rights. For Users in the EU, nothing in these Terms affects your statutory rights under the EU Consumer Rights Directive (2011/83/EU) or applicable national consumer protection legislation.

15. Limitation of Liability

15.1 To the maximum extent permitted by applicable law, REtelligent’s total aggregate liability arising out of or in connection with these Terms shall not exceed the lesser of: (a) the total fees paid or payable by the Operator to REtelligent in the twelve (12) months immediately preceding the event giving rise to the claim; or (b) AUD $[FINAL AMOUNT — counsel + finance] / EUR [FINAL AMOUNT — counsel + finance].

15.2 To the maximum extent permitted by applicable law, REtelligent shall not be liable for any: (a) indirect, incidental, special, consequential, or punitive damages; (b) loss of profits, revenue, data, business opportunities, or goodwill; or (c) damages arising from reliance on AI Features or automated recommendations, in each case whether arising from contract, tort (including negligence), strict liability, or otherwise.

15.3 The limitations in this Section 15 shall not apply to: (a) liability that cannot be limited by applicable law (including under the Australian Consumer Law or mandatory EU consumer protection legislation); (b) either party’s indemnification obligations; (c) liability arising from a party’s wilful misconduct or gross negligence; or (d) REtelligent’s obligations under applicable data protection laws.

16. Indemnification

16.1 Operator Indemnity. The Operator shall indemnify and hold harmless REtelligent from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising from: (a) the Operator’s breach of these Terms; (b) the Operator’s violation of applicable law; (c) any User Content uploaded by the Operator or its authorised users; or (d) the Operator's failure to comply with applicable data protection obligations as a data controller, provided that the Operator shall have no indemnification obligation to the extent the claim arises from REtelligent's breach of these Terms, gross negligence, wilful misconduct, or breach of its obligations as a data processor. The procedure in item 16.3 applies.

16.2 REtelligent Indemnity. REtelligent shall indemnify and hold harmless the Operator from and against any claims, damages, losses, and expenses (including reasonable legal fees) arising from: (a) REtelligent’s breach of these Terms; (b) any claim that the Platform infringes the intellectual property rights of a third party; or (c) REtelligent’s breach of its obligations as a data processor under applicable data protection law.

16.3 Indemnification Procedure. As a condition to indemnity under Items16.1 or 16.2: (a) the indemnitee shall give prompt written notice; (b) the indemnitor shall have sole control of the defence and settlement, provided no settlement imposing a non-monetary obligation on the indemnitee shall be made without its prior written consent; (c) the indemnitee shall provide reasonable cooperation at the indemnitor's expense; and (d) the indemnitee shall make no admission or settlement without the indemnitor's prior written consent.

16.4 IP Mitigation. If the Platform is, or in REtelligent's reasonable opinion is likely to be, the subject of an IP claim, REtelligent may, at its option and expense: (a) procure a licence for continued use; (b) modify or replace the affected component with materially equivalent non-infringing functionality; or (c) if (a) and (b) are not commercially reasonable, terminate the affected Subscription on written notice and refund any prepaid, unused fees. This Section 16 is REtelligent's entire liability and the Operator's sole remedy for any IP infringement claim.

16.5 Cap on Indemnities. Notwithstanding item15.3(b), REtelligent's aggregate liability under items 16.2(b) and 16.2(c) shall not exceed three (3) times the cap in item15.1.

17. Term and Termination

17.1 Term. For Operators, these Terms commence on the date of the Order Form and continue for the Subscription term specified therein, automatically renewing for successive periods of equal length unless either party provides written notice of non-renewal at least thirty (30) days before the end of the then-current term. REtelligent shall send a written reminder of the upcoming renewal and the non-renewal deadline to the Operator's registered email address not less than sixty (60) days before the renewal date. For Tenants and Vendors, these Terms commence upon account creation and continue until terminated.

17.2 Termination for Convenience. Either party may terminate these Terms by providing [30] days’ written notice to the other party.

17.3 Termination for Cause. Either party may terminate these Terms immediately upon written notice if the other party: (a) materially breaches these Terms and fails to cure such breach within 30 days of written notice; (b) becomes insolvent, enters administration, liquidation, or receivership; or (c) ceases or threatens to cease carrying on business.

17.4 Effects of Termination. Upon termination: (a) all licences granted hereunder shall immediately terminate; (b) the Operator’s access to the Platform shall be suspended; (c) REtelligent shall return or delete the Operator’s data in accordance with the DPA; and (d) all accrued fees shall become immediately due and payable.

17.5 Survival. Sections 7 (User Content, licences granted), 9 (Intellectual Property), 13 (Confidentiality), 14 (Warranties and Disclaimers), 15 (Limitation of Liability), 16 (Indemnification), and 19 (General Provisions) shall survive termination of these Terms.

18. Dispute Resolution

18.1 Governing Law. These Terms shall be governed by and construed in accordance with:

·       For Users contracting with REtelligent EU SRL: the laws of Romania, without regard to conflict of laws principles. The courts of Bucharest, Romania shall have exclusive jurisdiction.

·       For Users contracting with REtelligent Pty Ltd: the laws of the State of Victoria, Australia, without regard to conflict of laws principles. The courts of Victoria, Australia shall have exclusive jurisdiction.

18.2 Informal Resolution. Before initiating formal dispute resolution, the parties agree to attempt to resolve any dispute through good faith negotiation for a period of at least [30] days following written notice of the dispute.

18.3 Nothing in this Section 18 prevents either party from seeking injunctive or other equitable relief from a court of competent jurisdiction to protect its intellectual property rights or Confidential Information.

19. General Provisions

19.1 Entire Agreement. These Terms, together with the Privacy Policy, Cookie Policy, DPA (where applicable), and any Order Form, constitute the entire agreement between the parties with respect to the subject matter hereof.

19.2 Amendments. REtelligent may amend these Terms by giving the Operator at least thirty (30) days' prior written notice by email. If an amendment materially and adversely affects the Operator, the Operator may terminate its Subscription without penalty by giving written notice before the amendment takes effect, and REtelligent shall refund any prepaid fees for the unused portion of the Subscription term. Continued use of the Platform after the effective date of any amendment constitutes acceptance of the amended Terms.

19.3 Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

19.4 Waiver. No failure or delay by either party in exercising any right under these Terms shall constitute a waiver of that right.

19.5 Assignment. You may not assign or transfer these Terms without our prior written consent. REtelligent may assign these Terms to an affiliate or in connection with a merger, acquisition, or sale of all or substantially all of its assets.

19.6 Force Majeure. Neither party shall be liable for any delay or failure to perform its obligations (other than payment obligations) due to causes beyond its reasonable control, including natural disasters, war, terrorism, pandemic, government action, or failure of third-party infrastructure.

19.7 Notices. All notices under these Terms shall be in writing and sent to the contact details specified in the Order Form or, for REtelligent, to legal@retelligent.co.

19.8 Third-Party Rights. These Terms do not confer any rights on any third party, except as expressly provided.

20. Contact Information

For questions about these Terms, please contact us at:

·       Email: legal@retelligent.co

·       Australian Entity: REtelligent Pty Ltd, Unit 2, 8A Judith Street, Carnegie VIC 3163, Australia

·       EU Entity: REtelligent EU SRL, [INSERT ADDRESS]