Terms of Service

Overview

Welcome to MENDR! These Terms of Service ("Terms") govern your use of our AI-powered facility management platform designed specifically for Integrated Facilities Management (IFM) companies. By using MENDR, you agree to these terms and our commitment to transforming facility management through intelligent automation.

1. Acceptance of Terms

By accessing or using MENDR through our website, mobile applications, Telegram integration, or any other interface, you agree to be bound by these Terms, our Privacy Policy, and any additional terms that may apply to specific features or services.

If you disagree with any part of these terms, you may not use our service. These terms apply to all users, including IFM companies, property managers, supervisors, contractors, tenants, and administrators.

2. Service Description

MENDR is an AI-powered facility management platform specifically designed for IFM companies managing multiple properties. Our platform provides:

Core Features

• Automated maintenance request coordination and routing
• AI-powered communication between tenants, supervisors, and contractors
• Real-time SLA monitoring and compliance tracking
• Intelligent contractor assignment and scheduling
• Predictive maintenance insights and analytics
• Multi-property dashboard and reporting
• Integration with existing CAFM/IWMS systems
• Mobile-first interface for field teams

AI Capabilities

• Natural language processing for maintenance requests
• Automatic priority assessment and categorization
• Smart contractor matching based on skills and availability
• Proactive status update requests and follow-ups
• Performance analytics and trend identification
• Automated escalation for SLA risks

3. Eligibility and Account Requirements

User Eligibility

• You must be at least 18 years old to use MENDR for business purposes
• You must have the authority to bind your organization to these terms
• Your organization must be a legitimate business entity
• You must provide accurate and complete registration information

Account Security

• You are responsible for maintaining the confidentiality of your account credentials
• You must immediately notify us of any unauthorized access or security breaches
• Multi-factor authentication may be required for administrative accounts
• Account sharing is prohibited - each user must have their own account
• We reserve the right to suspend accounts that violate security policies

4. Alpha Testing Program

Program Terms

MENDR is currently in Alpha testing phase. By participating, you acknowledge:

• The service is under active development and may contain bugs or limitations
• Features may be added, modified, or removed without prior notice
• Data backup and migration assistance will be provided for major changes
• Your feedback is valuable and may be used to improve the service
• Alpha pricing and terms are subject to change upon general availability

Alpha User Benefits

• Exclusive founding user pricing (50% lifetime discount on all plans: Starter $49, Professional $99, Enterprise $249)
• Direct access to development team for feedback and support
• Priority consideration for feature requests
• Early access to new features and capabilities
• 50% lifetime discount lock (discount percentage guaranteed, base rates may adjust)
• 50% discount on professional services and add-on features
• Free standard onboarding (custom onboarding may incur additional fees)
• Access to Telegram integration (included), WhatsApp integration (coming soon)

Alpha Limitations

• Service availability may be limited during development
• Performance may not meet production-level standards
• Some features may be experimental or incomplete
• Data migration may be required between major updates
• Support response times may be longer than production service

5. Usage Limits and Overage Policy

MENDR offers three subscription tiers with different usage limits to ensure optimal performance for all users:

Plan Limits

• Starter Plan: Up to 3 properties, 100 maintenance requests/month, 10 user accounts
• Professional Plan: Up to 15 properties, 500 maintenance requests/month, 50 user accounts
• Enterprise Plan: Unlimited properties, maintenance requests, and user accounts

Overage Management

• Monitoring: We continuously monitor usage to ensure service quality and fair resource allocation
• Early Warning: You'll receive email notifications when approaching 80% of your plan limits
• Overage Notification: Immediate notification when limits are exceeded
• Grace Period: 7-day grace period to upgrade to a higher tier upon exceeding limits
• Service Continuity: No interruption of service during the grace period
• Automatic Upgrade Options: One-click upgrade process with prorated billing

Fair Use Policy

MENDR implements comprehensive fair use policies to ensure optimal service delivery for all users while protecting system resources and maintaining service quality.

Resource Management Principles

• Quality Over Quantity: Usage limits are designed to encourage meaningful facility management interactions rather than excessive automated requests
• System Capacity Protection: We reserve the right to adjust limits and implement throttling during peak periods to maintain service quality
• Token Usage Monitoring: AI processing resources (including natural language processing, image analysis, and automated coordination) are monitored to prevent abuse
• Fair Resource Allocation: No single user or property portfolio should consume disproportionate system resources that impact other users

Usage Pattern Monitoring

• Automated Detection: Our systems continuously monitor for unusual usage patterns, bot-like behavior, or resource abuse
• Peak Period Management: Even "unlimited" Enterprise plans may be subject to temporary throttling during system-wide peak usage
• API Rate Limiting: Integration endpoints and automated requests are subject to rate limits to prevent system overload
• Excessive Usage Review: Usage patterns significantly exceeding typical facility management needs trigger manual review

Enforcement Measures

• Progressive Warnings: Users receive automated notifications for approaching limits or unusual patterns
• Temporary Throttling: Brief speed reductions during high-usage periods or when approaching abuse thresholds
• Account Review: Manual evaluation of accounts with consistently excessive usage that impacts system performance
• Service Restrictions: Temporary limitations on specific features for severe violations
• Account Suspension: Complete service suspension for repeated violations or severe abuse after appropriate warnings
• Plan Adjustment Requirements: Mandatory upgrade to appropriate tier for consistently high usage patterns

Alpha Program Considerations

During the Alpha testing phase, fair use policies may be enforced more strictly to ensure system stability and gather accurate usage data for future planning. Alpha users are expected to provide feedback on usage limits and help establish appropriate thresholds for production deployment.

6. User Responsibilities and Acceptable Use

Professional Use

• Use MENDR solely for legitimate facility management purposes
• Provide accurate and complete facility and contact information
• Ensure your team members are properly trained on the platform
• Maintain professional communication standards
• Comply with all applicable laws and regulations

Data Accuracy

• Maintain accurate property and asset information
• Keep contractor and tenant contact details up to date
• Provide accurate maintenance priority classifications
• Report any data discrepancies promptly

Security Compliance

• Follow security best practices for account access
• Report security incidents immediately
• Ensure team members understand security policies
• Protect sensitive facility and tenant information

7. Prohibited Activities

System Abuse

You may not:

• Attempt to reverse engineer, decompile, or hack our systems
• Use automated scripts or bots to access the service
• Overload our systems with excessive requests
• Circumvent usage limits or security measures
• Access data or features not intended for your account level

Content Violations

• Upload malicious software or harmful content
• Share false or misleading information
• Violate intellectual property rights
• Distribute spam or unsolicited communications
• Engage in harassment or abusive behavior

Business Misuse

• Use the service for illegal business activities
• Resell or redistribute our services without permission
• Compete directly with MENDR using our own data
• Share access credentials with unauthorized parties
• Use the service for non-facility management purposes

8. AI and Data Processing Disclaimers

AI Limitations

Our AI system is designed to assist with facility management but has limitations:

• AI recommendations should be reviewed by qualified professionals
• Emergency situations require immediate human intervention
• AI may not always accurately assess maintenance priorities
• System performance depends on data quality and completeness
• AI decisions should not replace professional judgment

Emergency Situations

9. Intellectual Property

Our Rights

• MENDR owns all rights to our platform, algorithms, and AI models
• Our trademarks and branding are protected intellectual property
• Platform improvements and features remain our property
• No license is granted to use our intellectual property independently

Your Rights

• You retain ownership of your facility and business data
• You grant us license to process your data to provide services
• You can export your data in standard formats
• We will not claim ownership of your proprietary information

10. Limitation of Liability and Disclaimers

Service Disclaimers

MENDR is provided "as is" without warranties of any kind. We disclaim:

• Warranties of merchantability, fitness for a particular purpose
• Guarantees of uninterrupted or error-free service
• Accuracy of AI recommendations or predictions
• Compatibility with all third-party systems
• Specific business outcomes or results

Liability Limitations

• Our liability is limited to the amount you paid in the preceding 12 months
• We are not liable for indirect, incidental, or consequential damages
• Business interruption losses are specifically excluded
• Force majeure events are excluded from liability
• Some jurisdictions may not allow these limitations

11. Changes to Terms

We may update these Terms periodically. Changes will be communicated through:

• Email notifications to account administrators
• In-app notifications within MENDR
• Prominent website notices
• Direct communication for material changes

Continued use after changes constitutes acceptance. For significant changes, we may require explicit acceptance.

12. Governing Law and Disputes

These Terms are governed by Singapore law. Any disputes will be resolved through:

• Good faith negotiation as the first step
• Mediation if negotiation fails
• Arbitration in Singapore under SIAC rules
• Singapore courts for enforcement of arbitration awards

Contact Information

For questions about these Terms, please contact us:

• Legal Inquiries: [email protected]
• General Support: [email protected]
• Business Development: [email protected]
• Response Time: We aim to respond to legal inquiries within 72 hours

Important: For urgent matters affecting service security or safety, please mark your email as "URGENT" in the subject line.