Terms of Service & Privacy Policy

1. Who these terms bind

These Terms of Service govern access to the Immacél application, its autonomous agents, and any related interface (the “Service”). They apply between Immacél (“we”, “us”) and the legal entity whose operator accepts them or who uses the Service (“you”, “the agency”). If an executed Master Services Agreement exists between us, that agreement prevails wherever it conflicts with this page.

Access is granted by application and approval. Submitting an application creates no obligation on either side, and approval may be declined without a stated reason.

2. Workspaces, tiers, and access

Each approved agency receives an isolated workspace. Your subscription tier — Charter, Consulate, Imperium, or Patrimony — determines which agents are seated and the monthly throughput allowances shown on the tiers section of our site at the time of purchase. Tier is set exclusively by our verified payment provider webhook; it cannot be changed from inside the product, by you or by us, without a corresponding billing event.

You are responsible for the operators you invite, for the accuracy of the data you load, and for keeping authentication credentials confidential. Two-factor authentication is required for operators accessing billing and the performance-fee ledger.

3. Fees, performance fee, and payment

Fees comprise a recurring subscription charge for your tier and a performance fee calculated on the gross commission income (GCI) your agency earns on each closed deal — never on the property's sale price — at the percentage stated for that tier. The performance fee is charged only on deals recorded as closed within your workspace. Every charge, of either kind, is itemised in the in-product ledger, which is available at every tier without exception.

Charges are processed by a merchant-of-record payment provider. Amounts are exclusive of taxes unless stated otherwise, and taxes are applied by the provider according to your billing jurisdiction. Unless your agreement says otherwise, fees are non-refundable once the billing period has begun; overpayments and billing errors are corrected by credit against the next invoice.

If you dispute a line item, email support@immacel.com with ESCALATE in the subject line within 30 days of the invoice date, quoting the ledger reference. Escalations are answered by a person within 1 business day (Monday to Friday, 09:00–18:00 Gulf Standard Time). Unpaid balances may result in suspension of workspace access after written notice.

4. Outbound contact and your compliance obligations

The Service sends messages and records outcomes on your behalf and in your name. Automated calling (voice) is currently paused: the Service places no calls, and the provisions of these terms that concern calls, call recordings, and transcripts apply only if calling is resumed, which we will tell you in writing before any call is placed. You represent that you hold a lawful basis to contact the records you supply or approve, and you remain the controller of that contact data. We enforce consent state, quiet-hour windows, do-not-contact suppression, and jurisdictional rules in-product, and we will refuse or hold contact attempts that fail those checks — but those controls reduce risk, they do not transfer responsibility for the underlying permission to us.

You will not use the Service to contact records obtained unlawfully, to misrepresent who you are, or to pursue any purpose prohibited by applicable telemarketing, anti-spam, fair-housing, or consumer-protection law.

5. Your data and ours

You retain ownership of the data you load into your workspace and of the records your agents generate for you. We claim no ownership over it and do not sell it. You grant us the limited licence required to operate the Service on your behalf, including transmitting data to the sub-processors named in Section 3 of our Privacy Policy below.

We own the Service itself: software, agent design, prompts, models we develop, and aggregate operational statistics that do not identify you or any individual.

6. Availability, autonomy, and limits

The agents act autonomously within the parameters you configure. Their output — including call summaries, qualification decisions, drafted correspondence, and pipeline scoring — is generated by automated systems and may contain errors. It is decision support for a licensed professional, not professional, legal, valuation, or financial advice, and you remain responsible for any transaction you enter.

We do not currently publish an uptime service-level agreement with financial remedy. The Service is provided as-is and as-available, and, to the maximum extent permitted by law, we disclaim implied warranties of merchantability and fitness for a particular purpose.

7. Liability

Neither party is liable for indirect, incidental, special, or consequential loss, or for lost profits or lost commission opportunity, however caused. Our total aggregate liability arising out of or relating to the Service is limited to the fees you paid us in the twelve months preceding the event giving rise to the claim. Nothing here limits liability that cannot lawfully be limited, including for fraud or wilful misconduct.

8. Term, suspension, and termination

Subscriptions run monthly unless an annual term is stated in your agreement, and renew until cancelled. You may cancel effective at the end of the current billing period. We may suspend access immediately where continued use creates legal risk, threatens the integrity of the platform, or where fees remain unpaid after notice.

On termination, workspace access ends and your data is retained for 30 days so it can be exported on request, then deleted from primary systems; backups age out on their own retention cycle. Performance fees already accrued on closed deals survive termination.

9. Changes, law, and notices

We may amend these terms; material changes are announced by email to the agency's account holder(s) of record at least 14 days before they take effect, and the effective date at the top of this page is updated. Changes required by law or to protect the security of the service may take effect immediately, with notice sent as soon as practicable. Continued use after that date constitutes acceptance.

These terms are governed by the laws of the jurisdiction stated in your executed agreement, and by the laws of England and Wales where no such agreement exists. Notices to us: legal@immacel.com.