Terms of Service

1. Agreement to Terms

By creating an account, accessing the dashboard, or routing calls to a phone number provisioned by Rentive, you (“Customer”) agree to these Terms on behalf of the business you represent. The individual accepting these Terms represents that they are authorized to bind the Customer. A signed agreement between Rentive and a Customer controls over these Terms to the extent it says so.

2. Service Description

Rentive provides a 24/7 AI voice agent service that answers inbound calls from tenants, prospective tenants, and other callers on behalf of Customers. The Service includes:

• An AI voice agent that answers maintenance calls, checks for emergencies, triages requests, files maintenance tickets, and takes messages
• Where enabled, an AI leasing agent that answers questions about available properties from the Knowledge Base, captures leads, and books tours against the tour availability Customer gives us
• Where enabled, vendor dispatch by text message, and text messages to callers who agree to receive them (Section 18)
• A dashboard for configuration and the Knowledge Base, with read-only views of calls, maintenance tickets and vendor dispatches, and leads and tours
• Call transcripts in the dashboard, with AI call summaries where enabled; call recordings are held by our voice provider for a limited period and are available to Customer on request during that period, or through Customer's own voice-provider login where Customer has one
• Knowledge Base search to answer property-specific questions from the content Customer supplies

The agents are AI systems, not people. At the start of every call the agent says that the caller is speaking with an AI assistant and that the call may be recorded. The agent does not present itself as a human, and Customer must not configure or instruct it to. In states that require the consent of every party, that spoken notice is given at the start of the call and continuing the call is consent to the recording.

The agents answer from the information Customer supplies and take messages. They make no rental, screening, eligibility, or fair-housing decision and collect no payment; those decisions and transactions stay with Customer.

We may modify, add, or remove features over time. We will not materially reduce core functionality without reasonable notice.

3. Emergency Situations: Critical Safety Notice

Rentive is not a substitute for emergency services. The Service is not a 911 dispatch center, an emergency call center, or a monitored alarm service.

The Rentive voice agent is designed to detect life-safety emergencies (fire, gas leaks, intruders, and similar situations), tell callers to dial 911, and alert Customer's designated contacts. The agent does not handle true emergencies through the maintenance workflow. For urgent situations that Customer defines in its configuration (for example, no heat in cold weather), the agent alerts Customer and attempts one live transfer to the number Customer provides.

Rentive does not guarantee that the agent will detect or correctly classify every emergency, that a transfer will be answered, or that an alert will be received, and the Service must never be relied upon as the sole means of emergency response. Customer is responsible for instructing tenants, through leases, posted notices, and move-in communications, to call 911 directly for any life-threatening situation without waiting for the AI agent. To the maximum extent permitted by law, Rentive disclaims liability arising from a tenant's failure to call emergency services directly in a life-safety situation and from the agent's failure to detect or classify an emergency; Customer's remedies for the Service are those stated in a signed agreement and Section 14.

4. Customer Accounts and Eligibility

Customer must provide accurate registration information and keep it current. Customer is responsible for safeguarding account credentials and for all activity under its account. Customer must promptly notify us of any unauthorized access. Dashboard sign-in is provided through a third-party authentication provider, and Customer must use the sign-in methods it supports (including single sign-on where available).

The Service is intended for business use by Customers and their staff. It is not offered to consumers and is not intended for personal, family, or household use. Individual tenants and other consumers are not permitted account holders.

5. Customer Obligations and Lawful Basis

Customer represents and warrants that it has, and will maintain throughout the term, all rights, consents, notices, and lawful bases necessary to:

• Share tenant names, phone numbers, lease information, and other personal data with Rentive for processing
• Record, transcribe, and analyze tenant and prospective-tenant phone calls under all applicable jurisdictions, including any “two-party consent” or “all-party consent” call-recording laws (e.g., California, Florida, Illinois, Maryland, Massachusetts, Pennsylvania, Washington)
• Send SMS messages to tenants, prospective tenants, vendors, and other recipients via the Service, including compliance with TCPA, CAN-SPAM, A2P 10DLC registration requirements, and carrier policies
• Have maintenance requests and leasing inquiries handled, triaged, and acted on by an automated, AI-assisted system, including any notice that applicable law requires when an automated system is used

Customer is responsible for:

• Disclosing to tenants that calls may be answered by an AI agent and may be recorded
• Maintaining accurate property, unit, tenant, and vendor information in the dashboard
• Reviewing AI-generated maintenance tickets and vendor dispatch records in a timely manner
• Maintaining its own emergency response procedures independent of the Service
• Promptly notifying Rentive when a consent is withdrawn, a notice is found to be insufficient, or a number should no longer receive calls or messages, and keeping that number out of the Service until the issue is resolved
• Retaining the consent and notice records it relies on (lease addenda, existing-tenant notices, vendor enrollment forms, and the call records Rentive provides on request) for at least four years, or longer where law requires, and producing them to Rentive on request in connection with a carrier, registry, or regulatory inquiry
• Requiring the vendors, technicians, and other recipients it enrolls to use tenant information delivered through the Service only to perform, schedule, complete, and invoice the job it relates to, and never for marketing

6. Acceptable Use

Customer will not, and will not permit anyone to:

• Violate any applicable local, state, federal, or international law or regulation
• Collect or process personal information about individuals without the consents required by applicable privacy and call-recording law
• Use the Service to harass, defraud, or send unlawful, deceptive, or harmful communications
• Reverse engineer, decompile, or attempt to extract the source code or AI models underlying the Service, except to the extent applicable law expressly permits
• Impersonate another person or entity, or misrepresent any affiliation
• Interfere with, probe, or disrupt the Service or its underlying infrastructure, or attempt to circumvent security or rate-limiting controls
• Use the Service to manage properties or portfolios that Customer does not own or have written authority to manage
• Submit or store regulated data in the Service that the Service is not designed for, including protected health information (“PHI”) subject to HIPAA, payment card data subject to PCI-DSS, government-issued identifiers (e.g., Social Security numbers), or financial account credentials

We may suspend or terminate access for any violation of this Section. We may also remove content that we reasonably believe violates these Terms or applicable law.

7. Fees, Billing, and Payment

7a. Fees

Fees are those stated in Customer's order form or signed agreement. If Customer has neither, fees are the prices published at rentive.ai/pricing on the day Customer subscribes. Billable doors are the number of doors Customer gives us in its order or at sign-up, updated when Customer tells us of a change and applied from the next invoice. We may also update the count, from the next invoice, to the doors the Service answers for.

7b. Billing cycle

Fees are invoiced monthly in advance, starting on the day the Service goes live for Customer (or at the end of any free period), and are payable by card or bank transfer (ACH). Where Customer prepays a year, the prepayment is non-refundable except as Section 12 states. Fees are non-refundable except as these Terms or a signed agreement state or as required by applicable law.

7c. Taxes

Fees are exclusive of taxes. Customer is responsible for all applicable sales, use, value-added, and similar taxes, excluding taxes on Rentive's net income.

7d. Late payment

Past-due amounts may accrue interest at the lesser of 1.5% per month or the maximum rate permitted by law. We may suspend the Service for non-payment after reasonable notice.

7e. Price changes

We may change pricing with at least 45 days' written notice to Customer's account email address. A Customer on a month-to-month term may end the Service on notice effective before the change takes effect, and a change never takes effect inside a prepaid period. Continued use after the effective date constitutes acceptance of the new pricing.

8. Service Availability: No Formal SLA

We aim to provide a reliable Service but do not offer a formal service-level agreement, uptime guarantee, or service credits. The Service depends on third-party telephony, voice AI, workflow, hosting, and database providers whose availability is outside our control. Customer must not rely on the Service for any time-sensitive obligation that cannot tolerate downtime.

9. Customer Data and Intellectual Property

Customer data. As between the parties, Customer retains all right, title, and interest in Customer's data, including its configuration, Knowledge Base entries, call recordings, transcripts, and maintenance records (“Customer Data”). Customer grants Rentive a worldwide, non-exclusive, royalty-free license to host, process, transmit, display, and analyze Customer Data solely to provide, secure, support, troubleshoot, and improve the Service.

How we use Customer Data. We use Customer Data to operate, support, secure, and improve the Service, including by reviewing individual calls to troubleshoot and improve how the agents handle them. We do not use Customer Data in identifiable form to train AI models, and we do not share one Customer's data with another Customer.

Aggregated data. We may generate de-identified or aggregated data from Customer Data that does not identify Customer or any individual (“Aggregated Data”) and use it for any lawful purpose, including analytics, benchmarking, and improving the Service and our models. Aggregated Data will not be re-associated with Customer. We do not create voiceprints or other biometric identifiers from call audio.

Roles. For personal information contained in Customer Data, Customer is the “business” or “controller” and Rentive is the “service provider” or “processor”, as those terms are used in applicable United States privacy law, including the California Consumer Privacy Act. Rentive processes that information only on Customer's documented instructions and as described in the Privacy Policy.

Our IP. The Service, including its software, AI models, prompts, visual design, and documentation, is owned by Rentive and protected by intellectual property laws. These Terms grant Customer only a limited, non-exclusive, non-transferable right to access and use the Service during the term.

Feedback. Any suggestions or feedback Customer provides may be used by Rentive without restriction or obligation.

10. Sub-Processors

We use sub-processors to operate the Service, including telephony and messaging, voice AI and speech, AI model, workflow automation, database and hosting, search, email, authentication, and payment providers, and, where Customer connects one, a calendar provider. The categories and the data each receives are described in our Privacy Policy. We keep a current list of our sub-processors and provide it on written request to support@rentive.ai. We require sub-processors to maintain appropriate security and confidentiality protections.

11. Confidentiality

Each party will protect the other's non-public business and technical information as confidential, using at least reasonable care, and will not use it except to perform under these Terms. Customer Data is Customer's confidential information. This Section does not apply to information that is publicly available, independently developed, or rightfully obtained from a third party.

12. Term and Termination

These Terms remain in effect while Customer has an active account. Either party may terminate for convenience on 30 days' written notice. If we terminate for convenience, we refund any prepaid fees for the period after the termination date. We may suspend or terminate immediately for breach of these Terms, non-payment (after the notice in Section 7d), or conduct that we reasonably believe poses a security or legal risk.

Upon termination, Customer's access to the dashboard and the Service ends. On written request made within 60 days after termination, we provide the Customer Data we then hold, including call records, in a commonly used, machine-readable format. We retain Customer Data for 90 days after termination and then delete it, subject to ordinary backup cycles, legal-retention obligations, litigation holds, and our records of text-message consent and opt-outs, which we keep for four years, unless Customer requests earlier deletion or applicable law requires longer retention. Sections 3, 5, 7, 9, 11, 12, 13, 14, 15, and 16 survive termination.

13. Disclaimer of Warranties

THE SERVICE IS PROVIDED “AS IS” AND “AS AVAILABLE” WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE WILL BE UNINTERRUPTED, ERROR-FREE, OR SECURE, THAT DEFECTS WILL BE CORRECTED, OR THAT AI-GENERATED OUTPUTS (INCLUDING TRANSCRIPTS AND MAINTENANCE SUMMARIES) WILL BE ACCURATE OR COMPLETE. AI OUTPUTS MAY CONTAIN ERRORS AND SHOULD BE REVIEWED BY A HUMAN BEFORE ACTION.

14. Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, USE, GOODWILL, OR OTHER INTANGIBLE LOSSES, ARISING OUT OF OR RELATED TO THE SERVICE, EVEN IF ADVISED OF THE POSSIBILITY.

EACH PARTY'S TOTAL CUMULATIVE LIABILITY UNDER THESE TERMS WILL NOT EXCEED THE GREATER OF (A) THE TOTAL FEES PAID OR PAYABLE BY CUSTOMER UNDER THESE TERMS IN THE 12 MONTHS PRECEDING THE EVENT GIVING RISE TO LIABILITY, OR (B) $100 USD.

THESE LIMITATIONS DO NOT APPLY TO: (I) CUSTOMER'S PAYMENT OBLIGATIONS; (II) CUSTOMER'S INDEMNIFICATION OBLIGATIONS; OR (III) LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW. WHERE CUSTOMER HAS SIGNED AN AGREEMENT WITH RENTIVE, THAT AGREEMENT'S LIMITATION OF LIABILITY GOVERNS CUSTOMER AND ITS AUTHORIZED USERS INSTEAD OF THIS SECTION.

15. Indemnification

Customer will defend, indemnify, and hold harmless Rentive from any third-party claim, loss, or expense (including reasonable attorneys' fees) arising from: (a) Customer Data or the use of Customer Data by the Service in accordance with Customer's configuration; (b) Customer's violation of Section 5 (lawful basis, call-recording laws, TCPA / A2P) or Section 6 (acceptable use); or (c) Customer's violation of applicable law.

16. Governing Law and Dispute Resolution

These Terms are governed by the laws of the State of Connecticut, without regard to conflict-of-laws principles. The parties consent to exclusive jurisdiction and venue in the Superior Court of the State of Connecticut, Judicial District of New London.

The parties will attempt to resolve any dispute informally for 30 days before initiating formal proceedings. Notwithstanding the foregoing, either party may seek injunctive or equitable relief in any court of competent jurisdiction to protect intellectual property or confidential information.

17. Changes to These Terms

We may update these Terms from time to time. When we do, we will revise the “Last updated” date and, for material changes, notify Customer by email at least 30 days before the effective date; for a Customer under a signed agreement, that agreement governs when a change applies. Continued use after the effective date constitutes acceptance.

18. SMS Communications and A2P 10DLC Disclosures

This section discloses how SMS (text-message) communications work in the Rentive Service, and how recipients consent to receive them. It is provided to satisfy U.S. carrier and The Campaign Registry (“TCR”) requirements for A2P 10DLC messaging programs.

18a. Program description

Rentive sends the following categories of operational SMS messages on behalf of its Customers, together with replies to messages that recipients send (such as HELP, START, or a reply that clarifies a job). No marketing or promotional messages are sent under this program.

• Vendor dispatch notifications. When a tenant reports a maintenance issue through the voice agent and the Customer uses vendor dispatch, Rentive sends an SMS job offer to a vendor the Customer has enrolled for that property. The vendor replies YES or NO, with the job code when more than one job is open, to accept or decline.
• Tenant status notifications. When a vendor accepts a job, Rentive texts the tenant, where the Customer has provided the tenant's mobile number, a brief confirmation that a technician has been assigned. If the vendors Rentive texts decline or do not respond, the tenant receives an update that the Customer will follow up.
• Leasing tour notifications. When a prospective tenant books a property tour through the leasing voice agent, Rentive sends an SMS confirming the tour.
• Link texts. When the voice agent offers to text a link the Customer has designated (for example, its website, current listings, an application page, or a request form) and the caller agrees, Rentive sends that caller one message containing the link. Nothing further is sent unless the caller asks again.
• Staff alerts. Rentive texts the Customer's own staff, at the numbers the Customer enrolls, when an urgent matter needs their attention (for example, an emergency report, a transfer that did not connect, or a job no vendor accepted). Routine requests, messages, and leads are sent by email. These texts go only to the Customer's employees and contractors.

18b. Who receives messages

• Vendors: contractors and other service providers that a Customer has enrolled in the Service.
• Tenants: residents of homes a Customer manages or owns.
• Prospective tenants: individuals who call a Customer's line and book a property tour.
• Callers who ask for a link: individuals who call a Customer's line and agree to receive a link by text.
• Customer staff: employees and contractors of a Customer whose mobile numbers the Customer enrolls to receive alerts about its own properties.

All recipients have an existing relationship with the Customer or have just called the Customer's line and agreed to receive the text. Rentive does not send messages to recipients outside of these categories under this program.

18c. How recipients consent (Call-to-Action / opt-in)

Consent is collected by the Customer, or by the voice agent on the Customer's behalf during a recorded call, and is verifiable through the Customer's enrollment records or Rentive's call records.

• Vendor opt-in. A Customer enrolls a vendor in the Rentive dashboard during vendor onboarding by entering the vendor's business name, contact name, and mobile number. The Customer collects a signed enrollment record (the published sample form) for each number before it is enrolled; by signing it, or by accepting work communicated through the program, the vendor agrees to receive SMS job dispatch offers from Rentive on behalf of that Customer. The Customer retains the signed enrollment record establishing this consent.
• Tenant opt-in. A tenant opts in by checking the maintenance-text box in the Customer's tenant SMS consent addendum and writing the mobile number to use or, for a current tenant, by answering the Customer's existing-tenant notice with a YES and a mobile number (an email reply, a signed return slip, or a call to the Customer's office, which records the date, the number, and the yes). The Customer provides that number to Rentive and retains the record establishing this consent.
• Prospective tenant opt-in. A prospective tenant gives a mobile number to the leasing voice agent when booking a property tour and is told on the call that a confirmation text will follow. The confirmation text says how to cancel, get help, or stop texts. Rentive keeps the call record establishing this consent and provides it to the Customer on request.
• Link-text opt-in. A caller agrees on the recorded call, after the agent offers to send one text and states that message and data rates may apply. Rentive keeps the call record establishing this consent and provides it to the Customer on request.
• Staff opt-in. The Customer enrolls its own staff numbers in its signed order form or in the enrollment form and warrants that each person agreed to receive these alerts; the signed order form listing the number, or the signed enrollment form, is the Customer's consent record.

Sample consent language

Customers of Rentive are required to provide the following (or substantially equivalent) consent language to tenants and vendors at the point of enrollment. This is the language end users see at the moment they consent to receive SMS from Rentive. The full instruments are published as samples at rentive.ai/samples/tenant-sms-consent-addendum and rentive.ai/samples/vendor-sms-enrollment-form.

Sample tenant-facing language (presented in the Customer's lease addendum or move-in documents at lease signing):

“By checking the maintenance-text box in this addendum and signing, you consent to receive SMS notifications regarding maintenance and repairs from Rentive on behalf of [Business Name]. Message frequency varies and is triggered by maintenance events. Msg & data rates may apply. Reply HELP for info, STOP to opt out. Consent is not a condition of your lease.”

Sample vendor-facing language (presented in the Customer's vendor onboarding agreement when a vendor is enrolled in the Rentive dashboard):

“By accepting enrollment in [Business Name]'s Rentive vendor network, you agree to receive SMS job dispatch offers from Rentive on behalf of [Business Name]. Msg & data rates may apply. Reply HELP for info, STOP to opt out.”

Sample link-text language (spoken by the agent on the call, when it offers a link):

“I can text that link to the number you're calling from. It's a single text from [Business Name]; message and data rates may apply. Should I send it?”

Under Section 5 of these Terms, each Customer represents that it has obtained all consents required by TCPA, CAN-SPAM, and applicable carrier policies before any phone number is enrolled in the Service.

18d. Message frequency

Message frequency is not recurring. Messages are triggered only by a real-time maintenance or leasing event (a tenant call reporting an issue, a vendor acceptance or decline, a prospective tenant booking a property tour, or a caller agreeing to receive a link). A typical tenant or prospective tenant receives fewer than five messages per month; a vendor's volume follows the Customer's maintenance volume and its place in the dispatch order; anyone involved in an active maintenance or tour event may receive several messages in a short period until the matter is resolved.

18e. Carrier and rate disclosures

Standard message-and-data rates from the recipient's wireless carrier may apply. Rentive is not responsible for charges imposed by a recipient's mobile carrier. Message delivery is not guaranteed and is subject to wireless-carrier conditions outside Rentive's control.

18f. Opt-out (STOP) and help (HELP)

Recipients may opt out of further messages at any time by replying STOP to any Rentive message. Opt-out is also honored for the following keywords: STOP, STOPALL, UNSUBSCRIBE, CANCEL, END, QUIT, REVOKE, and OPTOUT. After opt-out, the recipient will receive a single confirmation message and no further messages from the relevant Rentive number, unless the recipient later replies START to resubscribe.

Recipients may request help by replying HELP or INFO to any Rentive message and will receive instructions for contacting support and opting out.

Opt-out requests made by any other reasonable means, including by contacting the Customer or Rentive by phone or email, are also honored. Opt-outs take effect promptly and in no event later than 10 business days after the request. Consent to receive these messages is never a condition of a lease, a tenancy, or a vendor relationship.

18g. Privacy

Information collected in connection with SMS communications is handled in accordance with the Rentive Privacy Policy. Mobile numbers and message contents are not sold or shared with third parties for marketing.

18h. Contact for SMS questions

For questions about Rentive SMS communications, including how to opt out outside of the message channel, contact support@rentive.ai.

19. Contact

Questions about these Terms should be directed to: