1. About these terms
These terms are an agreement between Fivura (“Fivura”, “we”, “us”) and the business that subscribes to Fivura (“you”, the “Customer”). They apply to the Fivura web application, the client widget and portal, and any related services we provide (together, the “Service”).
Fivura is sold to businesses — estate agents, letting agents and property managers — not to consumers. By creating a workspace or using the Service, you confirm that you are acting for a business and have authority to accept these terms on its behalf.
2. The Service
Fivura is online software for running an agency: an inbox, property and contact boards, calendar, tenancies, accounts, compliance tracking, documents and e-signatures, maintenance tickets and a client widget for your website. We may improve, change or add features over time. We will not make a change that materially reduces the core functionality of your plan without telling you in advance.
3. Workspaces and user accounts
Workspaces are created by invitation: we issue a single-use invite key, which records the plan and price we have agreed with you. You are responsible for the staff users you invite, for what they do in your workspace, and for keeping passwords confidential. Tell us straight away at [email protected] if you think an account has been compromised.
You control who in your team can see and change what through roles, branches and permissions. Your own clients (such as tenants, landlords, applicants and suppliers) can use the client widget and portal you provide to them; you are responsible for your relationship with them.
4. Plans, fees and payment
Fees are as shown on our Pricing page or as agreed with you in your invite key. Prices are in pounds sterling (GBP) unless agreed otherwise, exclude VAT, and are billed monthly in advance.
Our order process is conducted by our online reseller Paddle.com. Paddle.com is the Merchant of Record for all our orders. Paddle provides all customer service inquiries and handles returns. Your payment is therefore made to Paddle, under Paddle’s own buyer terms, and Paddle issues your invoices and receipts and charges any applicable sales tax or VAT.
If a payment fails, we or Paddle will let you know. If it remains unpaid, we may suspend access to the workspace until it is settled; we will give you notice before doing so. We may change our prices for future billing periods by giving you at least 30 days’ notice by email.
5. Cancellation and refunds
You can cancel at any time. Cancellation takes effect at the end of the billing period you have already paid for, and you will not be charged again. Refunds are covered by our Refund Policy.
6. Your data
You own the data you and your clients put into Fivura (“Customer Data”). You give us permission to host, process and display it only so that we can provide and support the Service for you. We do not sell Customer Data.
For personal data inside Customer Data, you are the controller and we act as your processor under UK GDPR, processing it only on your documented instructions. How we handle personal data is explained in our Privacy Policy.
You are responsible for having a lawful basis to collect and use your clients’ data, for the accuracy of what you enter, and for messages and documents you send to your clients through the Service.
7. Acceptable use
You agree not to, and not to let anyone else:
- use the Service for anything unlawful, fraudulent or misleading;
- send spam or unsolicited marketing, or messages that break email, WhatsApp or data-protection rules;
- upload malware, or try to breach, probe or overload the Service;
- access another customer’s data, or share your workspace with another business;
- copy, resell or reverse-engineer the Service, except where the law allows it.
We may suspend access that breaks these rules, telling you why where we lawfully can.
8. Third-party services
Some features connect to services run by others — for example WhatsApp when you link your agency’s number, email delivery, and payment processing by Paddle. Your use of those services is also subject to their own terms. We are not responsible for a third-party service being unavailable or changing how it works, though we will tell you if that affects a Fivura feature you rely on.
9. AI features
Fivura includes optional AI features, such as conversation summaries, reply rewriting and an assistant that can answer your clients in the widget. AI output can be incomplete or wrong. You are responsible for checking it before relying on it, and you can choose not to use these features.
10. Availability and support
We work hard to keep Fivura available and to fix problems quickly, but we do not promise that the Service will be uninterrupted or error-free. We may carry out maintenance, and where we can we will do this at quiet times. Support is available by email at [email protected].
11. Intellectual property
We own the Service, including its software, design and content (other than Customer Data). While you subscribe, we give you a non-exclusive, non-transferable right for your staff to use the Service for your business. If you send us feedback or ideas, we may use them without obligation to you.
12. Liability
Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited by law.
Subject to that, neither of us is liable to the other for loss of profit, revenue, business, goodwill or anticipated savings, or for any indirect or consequential loss. Our total liability arising out of or in connection with these terms in any 12-month period is limited to the fees you paid for the Service in that period.
13. Suspension and termination
Either of us may end the agreement if the other seriously breaches these terms and does not fix the breach within 14 days of being asked to. We may also end it if you stop paying, or suspend access immediately where needed to protect the Service or other customers.
When the agreement ends, your access stops. You may ask us at [email protected] for a copy of your Customer Data within 30 days after it ends; after that we will delete it, except where the law requires us to keep it.
14. Changes to these terms
We may update these terms. If a change is significant, we will tell you by email at least 30 days before it takes effect. The “last updated” date at the top of this page shows when they last changed.
15. Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.
16. Contact
Questions about these terms? Email us at [email protected].