Terms of Service

1. Parties, business use and agreement

These terms are between REMI SOFTWARE LTD (Remi, we, us) and the letting agency or organisation (Customer, you). The service is offered for business use, not as a consumer subscription. The person accepting must be authorised to bind the Customer.

Creating a personal login is not, by itself, recorded organisation-level acceptance. An authorised agency administrator must expressly accept these Terms and the Data Processing Agreement (DPA). Remi records the organisation, accepting user, server timestamp, package version and document-content hash. Reading the Privacy Policy is not consent to processing.

The DPA at /dpa forms part of this agreement for Customer-controlled personal data and governs processing obligations. A separately signed Enterprise agreement or order form takes precedence only for the commercial or service provisions it expressly varies; a separately signed Enterprise SLA governs its stated service levels. Otherwise these Terms apply. No document overrides non-excludable legal duties. This remains a draft: the owner-approved commercial instructions are not solicitor, insurance or provider approval, and unresolved review items must be addressed before paid activation.

2. Service and responsibilities

Remi provides AI-assisted maintenance, hazard and compliance coordination, including reporting, staff review, contractor coordination, notifications and property records. Related tenancy, certificate, inspection, hazard and Smart Migration functions depend on the supported schemas and enabled features; this agreement does not promise that an unavailable feature is live. An archived or imported record is not proof that an event occurred or a legal duty was fulfilled.

Keep information accurate, control individual staff access and do not share credentials. Customer data is agency-scoped; authorised Remi personnel may access it for documented support, security or administration. You must have the rights and lawful basis to upload records and instruct processing, including historical exports and attachments.

The universal subscription includes all standard features and unlimited agency users, with no tier-based feature restrictions or minimum property count. Availability of a feature still depends on its implemented and enabled state, not a promise of future functionality. Suspension for security, breach or non-payment is separate from pricing; where practicable we will explain the reason and coordinate access to essential records.

3. Standard fees and activation

Registration is free. Creating an account, accepting these Terms, receiving access, saving setup details or adding/importing a property does not by itself start paid billing. Paid billing starts only after an authorised Customer explicitly confirms the selected plan and applicable pricing and a Stripe subscription is successfully established through the approved subscription flow. Both conditions are required; an abandoned or unsuccessful checkout does not establish a paid subscription. Provider configuration and this activation boundary must be verified before paid launch.

For new universal subscriptions the monthly fee is £99 software/platform fee plus £1 per active managed property per month, excluding VAT. There is no minimum property count and no setup fee. Zero active managed properties costs £99 per month once paid billing has been explicitly established; before paid activation the charge is £0.

All standard features and unlimited agency users are included. There are no Starter, Growth or Portfolio tiers for the new offer. Annual illustrations equal 12 times the monthly calculation, with no annual discount; they are estimates at a constant property count, not an annual prepayment contract or fixed annual bill.

The billing-date active managed property-count snapshot determines that month's charge. Vacant properties still count while actively managed. Archived, let-only, prospective, deleted, ended-management and demo records do not count. Historical migration records are not automatically active or billable. Property-count increases and decreases affect the next monthly billing snapshot; there is no automatic mid-cycle proration, charge or credit. Preview proposed changes to the active portfolio before confirming an import.

Stripe processes payments; Remi does not store card details. Universal Stripe prices and subscription lifecycle handling require verification before new checkout is enabled. No live price or customer agreement is changed automatically. Failed payments may lead to suspension after notification. No free trial or no-payment trial conversion is promised unless expressly agreed in writing.

4. Existing customer agreements

The old tier and Founding Agency Programme offers are closed to new subscriptions. Existing documented standard, founding and separately signed Enterprise billing agreements remain unchanged unless an authorised customer explicitly agrees a verified migration. Acceptance of this updated legal package does not by itself migrate an existing price or remove a protected entitlement.

Existing founding qualification, participation, notice/remedy, payment-cure and continuous-subscription protections remain those of the applicable original agreement, without automatic reinstatement after cancellation. Existing receipts and accepted document snapshots remain historical evidence and must not be rewritten. References to standard pricing within a legacy agreement continue to refer to that agreement's legacy calculation, not the new universal offer.

5. Cancellation, refunds and price changes

Subscriptions renew automatically monthly unless cancelled. You may cancel at any time before the next renewal is processed, without penalty, effective at the end of the current paid period. Use billing management where available or email support@remi.properties identifying the agency and an authorised contact. There is no additional business-day or advance-day cancellation requirement. Lack of a working portal does not remove the right to cancel. Cancellation is not a request to erase records.

For cut-off purposes use the subscription's actual renewal-processing timestamp, recorded in UTC, not local midnight; the current paid-period end is the scheduled renewal reference, not proof that a renewal has already processed. A valid cancellation received before processing prevents that renewal. If renewal has already processed, cancellation normally takes effect at the end of that renewed paid period, subject to correction, applicable law and Remi's own duties. Remi will verify authority reasonably and acknowledge cancellation, but acknowledgement or an internal processing delay is not a prerequisite for a timely valid cancellation. Exact Stripe scheduling, portal behaviour and receipt evidence must be verified before launch; this wording does not assert that an untested provider setting works.

There is no automatic mid-cycle refund for cancellation or a lower property count. Fees for the current or an elapsed paid period are normally non-refundable, except where required by law or otherwise agreed. Remi will investigate and correct duplicate, unauthorised or miscalculated charges, subject to applicable law; this does not permit retention of money not due or remove remedies for Remi's breach. For a substantial verified outage Remi may, at its discretion, offer a proportionate credit reflecting the affected service and period. Such credits are not automatic or the exclusive remedy where law provides otherwise.

Discretionary increases to standard prices require at least 30 calendar days' advance email notice before they take effect. They apply only at a renewal after that notice period, allowing cancellation before the affected renewal; if the next renewal is too soon, the increase must wait. Notice calculations use UTC dates. No retrospective increase applies. Changes in VAT required by law or the bill caused by the agreed property-count snapshot are distinct from discretionary price increases and will be identified as such.

Protected legacy founding formulas and signed Enterprise variations are not replaced by the universal offer or this general changes clause. Material Terms changes will be notified by email in advance with an opportunity to cancel before an adverse change; the exact notice period for non-price changes remains for solicitor review.

6. AI, compliance and emergency limitations

AI triage currently uses maintenance title and description text, not photographs. Suggested classifications, urgency, trades, summaries and legal observations are decision support, not professional, legal, engineering or surveying advice. Outputs may be incomplete or wrong. Review before assigning, authorising work or relying on any suggested timeframe.

A displayed risk, deadline, certificate, inspection or historical record does not certify compliance, verify authenticity or determine legal liability. Applicability depends on the facts, location, property type and current law. References to legislation, including repairing and fitness duties, must be checked with a qualified adviser; UK jurisdictions and commencement dates differ.

The agency retains human oversight and its own statutory repair, safety and compliance duties, including checking certificate validity, contractor competence, qualifications, insurance, work quality and payment arrangements. Remi coordinates records and communications; it is not the appointed repair contractor, surveyor or statutory inspector unless separately agreed. These allocations do not excuse Remi from its own contractual obligations, duty of care or applicable legal duties.

Remi is not an emergency-response service and reports are not guaranteed to be continuously monitored. Do not wait for an app, email, push notification or AI response where there is immediate danger: contact the appropriate emergency service and follow your agency's emergency procedure. Notification acceptance is not proof of receipt, reading, repair or statutory service of notice.

Historical imports must not automatically dispatch work, send notifications, create active obligations or mark compliance valid. Migration previews and undo are not professional verification or erasure. Review unlinked, ambiguous and unmapped records and retain source evidence.

7. Data, intellectual property and acceptable use

You retain ownership of your uploaded data. You grant Remi the rights needed to process it to provide the service under your instructions and the DPA. Remi retains its software, design and branding rights.

Do not use the service unlawfully, upload unauthorised material, attempt cross-agency access, disrupt security, share staff logins, or reverse engineer, resell or white-label it without written agreement. Minimise personal data; do not upload irrelevant sensitive information or third-party material you cannot lawfully share.

8. Availability, support and liability — DRAFT CAP REQUIRES SOLICITOR AND INSURANCE REVIEW

Support, billing and cancellation requests go to support@remi.properties. Remi uses reasonable efforts to maintain availability, provide support and notify planned maintenance, but does not guarantee uninterrupted service, a response-time SLA, a recovery objective or automatic service credits. A separate signed Enterprise SLA may specify different commitments. Backup and restore capability, retention and recovery commitments must be verified and agreed; no unverified guarantee is given here.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited, including under the Unfair Contract Terms Act 1977. These terms do not remove statutory rights that cannot be excluded.

PROPOSED AGGREGATE CAP — SOLICITOR AND INSURANCE REVIEW REQUIRED, NOT LEGALLY APPROVED: subject to the non-excludable liabilities above, the proposed limit on Remi's total aggregate liability arising out of or in connection with this agreement is the greater of £5,000 or the subscription fees paid in the 12 months preceding the event giving rise to the claim, whether in contract, tort or otherwise. Privacy, data-protection, DPA and confidentiality liability must be separately assessed for appropriate carve-outs or a separate cap; this draft does not settle their inclusion in the general cap. Aggregation, reasonableness, claim timing and insurance alignment require qualified review before paid use.

To the extent legally permitted, Remi excludes indirect or consequential loss, including lost profits or reputational harm where such loss is indirect or consequential. This does not automatically classify all data loss or business loss as indirect, excuse breach of agreed backup obligations, or limit a data subject's rights against a party under applicable data-protection law.

9. Termination, records and disputes

These terms continue while the agreement is in force. We may suspend or terminate for material breach, non-payment or legal necessity, with notice and a chance to remedy where reasonably practicable. Safety/security incidents may require immediate restriction.

On termination, return, retention and deletion follow the Customer's documented instructions, the DPA and the verified arrangements described in the Privacy Policy. No automatic post-termination export or deletion deadline has been operationally verified; agree the exit plan before relying on one. We will not silently delete maintenance history merely because a subscription ends.

The agreement is governed by the laws of England and Wales with exclusive jurisdiction of their courts. This choice does not change the property laws applicable to a particular property or mandatory data-protection duties. General enquiries and formal notices go to hello@remi.properties; support, billing and cancellation go to support@remi.properties.

Draft notice mechanics: email notice is effective when accepted by the designated recipient's mail server, evidenced by available delivery records, not when it is read or acknowledged. Remi will acknowledge formal notices and cancellation requests; absence of acknowledgement does not invalidate a notice received at the correct address. Bounced or rejected mail is not presumed delivered; use a working alternate channel and preserve evidence. Remi sends contractual notices to the Customer's nominated current agency email, which the Customer must keep up to date. Receipt disputes, forwarding between the two Remi addresses, service of proceedings and any signed Enterprise notice variations require solicitor review; no mailbox monitoring or delivery SLA is asserted as verified.