Terms of Service

1. Definitions

• "Account" means the user account created on the Platform.
• "Personal Data" has the meaning given in the PDPL.
• "Property Management Company" or "PM Company" means a licensed real-estate management entity engaging Manzilo to provide operational services.
• "Landlord" means a natural or legal person who owns real estate and engages Manzilo directly, or through a PM Company, in connection with tenancy operations.
• "Tenant" means a natural or legal person occupying a property under a tenancy contract, whose service requests may be routed through the Platform.
• "Vendor" means a service provider engaged through the Platform to fulfil work orders.
• "Services" means all functionality of the Platform, including WhatsApp-based intake, AI triage and dispatch, vendor coordination, payment processing (where applicable), and reporting.

2. Eligibility

1. You must be at least 18 years old and legally capable of entering into a binding contract under UAE law.
2. If you are creating an Account on behalf of an entity, you warrant that you have authority to bind that entity, and "you" in these Terms refers to that entity.
3. You must provide accurate registration information (including a valid Emirates ID or passport reference where prompted) and keep that information current. Providing false information is a breach of these Terms and may constitute an offence under UAE Federal Law No. 5 of 2012.

3. Account creation, credentials, and acceptance

1. To use the Platform, you must create an Account and expressly accept these Terms and the Manzilo Privacy Notice by ticking the acceptance checkbox at signup.
2. Acceptance is recorded electronically. The record includes the version of the Terms accepted, the timestamp, and the identifier of the accepting Account. This record is admissible under UAE Federal Decree-Law No. 46 of 2021 on Electronic Transactions and Trust Services.
3. You are responsible for the confidentiality and use of your credentials, and for all activity under your Account. You must notify Manzilo without undue delay of any suspected unauthorised access.

4. Use of the Platform — permitted and prohibited

1. You may use the Platform only for lawful purposes and in accordance with these Terms.
2. You must not, and must not permit any third party to:
   • reverse engineer, decompile, or attempt to derive the source code of the Platform;
   • use the Platform to send unsolicited communications in breach of applicable telecommunications or consumer protection law;
   • upload or transmit any content that is unlawful, defamatory, obscene, discriminatory, or infringing on third-party rights;
   • circumvent access controls, rate limits, or security measures;
   • use automated tools to scrape or extract data from the Platform;
   • use the Platform in any manner that violates the UAE Cybercrimes Law or the PDPL.

5. WhatsApp and tenant communications

1. Where you are a Landlord, PM Company, or Vendor, you acknowledge that certain Platform functionality relies on WhatsApp Business API and other messaging services. Tenant communications may be initiated and received through these channels.
2. You are responsible for ensuring you have the lawful basis (including tenant consent where required) to communicate with tenants through these channels for tenancy-related purposes.
3. Manzilo may retain and process the content of Platform-mediated communications for the purposes described in the Privacy Notice, including operational service delivery, quality assurance, and product improvement.

6. Fees and payments

1. Fees for use of the Platform are set out in your separate service agreement with Manzilo, or where no separate agreement exists, on the Platform pricing page in force at the time of signup.
2. Where Manzilo processes rent payments on behalf of a Landlord or PM Company, such processing is subject to the additional payment terms presented at the point of activation, and to Manzilo's compliance with applicable UAE payment service regulations.
3. All fees are exclusive of VAT and other applicable taxes, which will be added at the prevailing rate.

7. Intellectual property

1. All intellectual property in the Platform, including software, models, training data, brand, and documentation, is owned by Manzilo or its licensors. Nothing in these Terms transfers any such rights to you.
2. You grant Manzilo a worldwide, non-exclusive, royalty-free licence to use content you submit to the Platform for the purposes of providing and improving the Services, subject to the Privacy Notice.

8. Data protection

1. Manzilo processes Personal Data in accordance with the Manzilo Privacy Notice, which forms part of these Terms.
2. Where you are a PM Company or Landlord who uploads or routes Personal Data of tenants or third parties through the Platform, you warrant that you have the lawful basis to do so and to disclose it to Manzilo for the purposes of Service delivery. In such cases, Manzilo acts as a processor on your behalf, subject to a separate Data Processing Addendum where required by applicable law.

9. Suspension and termination

1. Manzilo may suspend or terminate your Account, with or without notice, if you breach these Terms, if required to comply with applicable law or regulator direction, or if continued access poses a risk to other Users or to the Platform.
2. You may terminate your Account at any time from within the Platform. Termination does not extinguish accrued rights or obligations.

10. Limitation of liability

1. To the maximum extent permitted by applicable law, Manzilo's aggregate liability to you under or in connection with these Terms is limited to the total fees paid by you to Manzilo in the twelve (12) months preceding the event giving rise to the claim, or AED 1,000, whichever is greater.
2. Manzilo is not liable for indirect, consequential, or special losses, including loss of profits, loss of business, or loss of data, save where such exclusion is not permitted under UAE law.
3. Nothing in these Terms limits liability for fraud, wilful misconduct, or any liability that cannot lawfully be excluded.

11. Governing law and dispute resolution

1. These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Abu Dhabi, and by the applicable regulations of the Abu Dhabi Global Market.
2. Any dispute arising out of or in connection with these Terms will be submitted to the exclusive jurisdiction of the Courts of the Abu Dhabi Global Market.
3. Where a User's Account is registered under the ADGM Data Protection Regulations 2021, that regulation applies to data protection matters in place of the PDPL.

12. Amendments

1. Manzilo may amend these Terms from time to time. Material amendments will be notified to Users through the Platform or by email at least thirty (30) days before taking effect, and Users will be required to re-accept before continuing to use the Platform. A record of each version accepted by each User is retained.

13. Miscellaneous

1. If any provision is held invalid, the remainder continues in force.
2. Manzilo may assign these Terms to a successor in connection with a corporate reorganisation, merger, or sale. You may not assign without Manzilo's prior written consent.
3. Notices to Manzilo must be sent to support@manzilo.com.