Terms of Service

Introduction

These Terms of Service ("Terms") govern your use of the Acreonix property management platform, available at platform.acreonix.co.uk and any associated websites or services operated by Acreonix Ltd ("Acreonix", "we", "us").

By creating an account or using the service, you confirm that you have read, understood, and agree to these Terms. If you are agreeing on behalf of a business, you represent that you have authority to bind that entity.

1. The service

Acreonix is a software-as-a-service property management platform designed for landlords, letting agencies and property managers. Core features include:

• Property, tenant, lease and landlord management.
• Finance tracking, including rent, commissions and landlord statements.
• Maintenance ticket management.
• An AI Lead Agent that responds to property enquiries (Professional plan and above).
• WhatsApp integration for inbound lead handling (Professional plan and above).
• E-signatures, document storage and AI-assisted document generation.
• Multi-currency, multi-region operation (UK, USA, UAE, KSA, Qatar).

Feature availability varies by plan. See the pricing page for details.

2. Accounts and access

2.1 Account creation

To use the service, you must create an account using a valid email address and accept these Terms. You are responsible for keeping your login credentials confidential and for all activity under your account.

2.2 Team accounts

Paid plans allow you to invite team members. The account owner is responsible for all activity under those sub-accounts and for ensuring team members comply with these Terms.

2.3 Account security

You must notify us immediately at security@acreonix.co.uk if you believe your account has been compromised. We are not liable for losses resulting from unauthorised use of your account due to your failure to keep credentials secure.

3. Payment and billing

3.1 Free plan

The Free plan is free forever and includes one property, one user, and the feature set described on our pricing page. No credit card is required.

3.2 Paid plans

Paid plans (Starter, Professional, Enterprise) are billed monthly or annually in advance via Stripe. Pricing is per user, subject to a minimum number of users per plan (3 for Starter, 10 for Professional). The current price applies at the time of subscription.

3.3 Promotional pricing

From time to time we offer promotional pricing (such as 75% off for the first two months). Promotional periods end automatically and your subscription renews at the full price unless cancelled. The full price is always clearly stated.

3.4 Refunds

Subscription fees are non-refundable except where required by law. If you cancel mid-cycle, you keep access until the end of your paid period and are not charged thereafter.

3.5 Failed payments

If a payment fails, we will retry collection up to three times. If all attempts fail, your account will be downgraded to the Free plan and paid features (including AI credits) will be disabled until payment is resolved.

4. Your data

4.1 You own your data

All data you upload or create within Acreonix, including properties, tenant records, leads, documents and configuration, remains your property. We claim no ownership of your data.

4.2 Our role

Acreonix acts as a Data Processor for the data you enter on behalf of your business. You are the Data Controller. Our handling of your data is governed by our Privacy Policy.

4.3 Export and portability

You can export your data at any time through the platform. On cancellation, you have 90 days to export before we delete or permanently anonymise your records.

4.4 Backups

We back up all production data continuously. Backups are retained for up to 30 days for disaster recovery purposes.

5. Intellectual property

The Acreonix platform, including its source code, design, branding, documentation and AI models, is owned by Acreonix Ltd or our licensors. You may not copy, modify, reverse-engineer, redistribute or create derivative works from any part of the platform without our explicit written permission.

You grant us a limited, non-exclusive licence to host, process and display your data within the platform for the purpose of providing the service. This licence ends when you delete your data or close your account (subject to retention obligations).

6. Acceptable use

You may not use Acreonix to:

• Violate any applicable law or regulation, including data protection law.
• Send spam or unsolicited communications to leads or tenants.
• Store or transmit unlawful, harmful, defamatory or infringing content.
• Attempt to gain unauthorised access to other accounts or our infrastructure.
• Reverse-engineer the AI models or attempt to extract training data.
• Use the platform to build a competing product or train competing AI systems.
• Resell access to the platform without explicit written permission.

Violations may result in immediate suspension or termination of your account without refund.

7. AI-specific terms

Acreonix uses AI models (currently Anthropic Claude) to power features including the Lead Agent, Smart Import, document parsing, finance briefs, and conversational assistance.

7.1 AI is not infallible

AI features may produce errors, hallucinations or incorrect outputs. You are responsible for reviewing AI-generated content before acting on it, particularly for legally significant documents (leases, statements) and financial decisions.

7.2 AI credits

Paid plans include a monthly allowance of AI credits, which reset on your billing cycle. Unused credits roll over for one month then expire. Purchased credit packs do not expire. See pricing for current allowances.

7.3 Data sent to AI providers

When you use AI features, the relevant content (such as a property description, lead message, or document text) is sent to our AI sub-processor (Anthropic) for inference. We do not retain conversation bodies beyond what is needed to deliver the feature. Anthropic does not use your data to train their models.

8. WhatsApp and third-party services

WhatsApp integration (Professional plan and above) is provided through Twilio (and, on roadmap, Meta Cloud API). Use of WhatsApp through Acreonix is subject to:

• WhatsApp's Business Messaging Policy
• Meta's broader Terms of Service
• Twilio's Acceptable Use Policy (where Twilio is the provider)

You are responsible for obtaining lead consent before initiating WhatsApp conversations and for ensuring your messaging complies with applicable regulations (such as TCPA in the USA, PECR in the UK).

Other third-party integrations (Google Calendar, QuickBooks, Xero, Stripe, etc.) are subject to those providers' own terms.

9. Availability and support

9.1 Uptime

We aim for 99.5% monthly uptime. Planned maintenance is announced at least 48 hours in advance and scheduled during off-peak hours where possible. Enterprise plans include a written uptime SLA.

9.2 Support channels

• Free: Community support and self-service knowledge base.
• Starter: Email support, response within 2 business days.
• Professional: Priority email support, response within 1 business day.
• Enterprise: Dedicated success manager, response within 4 business hours.

10. Termination

10.1 By you

You can cancel your subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period.

10.2 By us

We may suspend or terminate your account for material breach of these Terms (including non-payment, abuse, or use that violates section 6). For non-material issues, we will give you reasonable notice and an opportunity to remedy the issue.

10.3 Effect of termination

On termination, your access to the platform ends. You have 90 days to export your data, after which we delete or permanently anonymise it (except for billing records we are legally required to retain).

11. Limitation of liability

To the maximum extent permitted by law:

• The service is provided "as is" and "as available", without warranties beyond those required by law.
• Acreonix is not liable for indirect, incidental or consequential losses, including loss of profit, loss of business, or loss of opportunity.
• Our total liability for any claim is limited to the fees you have paid to Acreonix in the 12 months preceding the claim.
• Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded by law.

You agree to indemnify Acreonix against any claim arising from your breach of these Terms or your use of the service in violation of applicable law.

12. Changes to these terms

We may update these Terms from time to time. For material changes (those affecting your rights or obligations), we will notify you by email at least 30 days before the changes take effect. Continued use of the service after the change date constitutes acceptance.

The "Last updated" date at the top of this page always reflects the most recent revision.

13. Governing law

These Terms are governed by the laws of England and Wales. Any dispute will be resolved exclusively in the courts of England and Wales, except where applicable consumer protection law gives you a right to bring proceedings in your country of residence.

14. Contact