Terms of Service Agreement

1. Definitions and Interpretation

In these Terms of Service, unless the context otherwise requires, the following terms shall have the meanings set forth below:

2. Acceptance of Terms

By accessing, browsing, or using the TenantHub platform, you acknowledge and agree that:

• You have read and understood these Terms of Service in their entirety
• You accept and agree to be legally bound by these terms and all applicable laws and regulations
• You have the legal capacity and authority to enter into this binding agreement
• If you are accepting these terms on behalf of an organization, you have the authority to bind that organization to these terms
• You will comply with all terms, conditions, and obligations set forth in this Agreement

If you do not agree to these terms, you must immediately cease all use of the Platform and may not access or use any of our services. Continued use of the Platform following any modifications to these terms constitutes your acceptance of such modifications.

3. Account Registration and Access

3.1 Admin-Driven Account Creation

TenantHub operates on an admin-driven onboarding model. This means:

• Tenant accounts cannot be self-registered and must be created by our Super Admin team
• To request a tenant account, you must contact us via email, phone, or through our official request form
• The Super Admin will review your request and, upon approval, create your tenant account
• You will receive an email containing your login credentials or an invite link to set up your account
• The initial Tenant Admin user will be created as part of the account setup process

3.2 Account Security and Credentials

You are solely responsible for maintaining the security of your account. This includes:

• Keeping your username and password confidential and secure at all times
• Changing your password immediately upon first login (this is mandatory)
• Using strong passwords that meet our security requirements (minimum 8 characters, including uppercase, lowercase, numbers, and special characters)
• Not sharing your account credentials with any unauthorized third parties
• Notifying us immediately if you suspect any unauthorized access to your account
• Being responsible for all activities that occur under your account, whether authorized or unauthorized
• Implementing additional security measures such as two-factor authentication when available

3.3 User Information and Accuracy

When creating or using your account, you agree to:

• Provide accurate, current, and complete information during the registration process
• Maintain and promptly update your account information to keep it accurate and current
• Not impersonate any person or entity or misrepresent your affiliation with any person or entity
• Not use false identities or provide misleading information
• Ensure that all information provided complies with applicable data protection laws

3.4 Account Responsibilities

As an account holder, you acknowledge and agree that you are fully responsible for all activities conducted through your account, including but not limited to data uploads, user management, configuration changes, and any actions taken by users within your tenant organization. You agree to monitor your account regularly and report any suspicious activity immediately.

4. Multi-Tenant Architecture and Data Isolation

4.1 Platform Architecture

TenantHub operates as a multi-tenant platform, which means:

• Multiple independent business organizations (tenants) share the same application infrastructure
• Each tenant's data is logically separated and isolated from other tenants' data
• All tenants use the same version of the software with the same features and user interface
• The platform implements strict tenant isolation at the database level using unique tenant identifiers
• No tenant can access, view, modify, or delete another tenant's data under any circumstances

4.2 Data Isolation Guarantees

We implement comprehensive security measures to ensure complete data isolation:

• Every database query automatically includes tenant identification to filter data
• JWT (JSON Web Token) authentication includes tenant ID in encrypted claims
• All API requests are validated to ensure users can only access their tenant's data
• Role-based access control (RBAC) is enforced at the tenant level
• Audit logs track all data access attempts for security monitoring
• Regular security audits and penetration testing verify isolation integrity

4.3 Data Ownership and Rights

You retain all ownership rights to your business data stored on the Platform. We do not claim any ownership rights to your Content. However, by using the Platform, you grant us a limited license to host, store, process, and transmit your Content solely for the purpose of providing the Service to you. This license terminates when you delete your Content or close your account, subject to our data retention policies.

5. Acceptable Use Policy

5.1 Permitted Uses

You may use the Platform only for lawful business purposes, including:

• Managing your organization's data and operations
• Collaborating with team members within your tenant organization
• Accessing features and functionality included in your subscription plan
• Integrating with approved third-party services through our API
• Exporting your data for backup or migration purposes

5.2 Prohibited Activities

You expressly agree NOT to engage in any of the following prohibited activities:

5.3 Consequences of Violations

Violation of this Acceptable Use Policy may result in immediate suspension or termination of your account without prior notice, legal action, and/or reporting to appropriate law enforcement authorities. We reserve the right to investigate any suspected violations and cooperate with law enforcement agencies as required by law.

6. Subscription Plans and Billing

6.1 Subscription Plans

TenantHub offers multiple subscription tiers to meet different business needs:

• Basic Plan: Suitable for small teams with up to 10 users, 10GB storage, and basic support
• Pro Plan: Designed for growing businesses with up to 50 users, 100GB storage, priority support, and advanced features
• Enterprise Plan: Custom solutions for large organizations with unlimited users, storage, dedicated support, and custom integrations

Each plan includes specific features, user limits, storage capacity, and support levels. Detailed plan comparisons are available on our pricing page. You may upgrade or downgrade your plan at any time, subject to the terms outlined in this section.

6.2 Billing Cycles and Payment Terms

Subscription fees are billed according to the following terms:

• Subscriptions are billed on a monthly or annual basis, as selected by you
• Payment is due at the beginning of each billing cycle
• Annual subscriptions offer a discount compared to monthly billing
• All fees are quoted in US Dollars (USD) unless otherwise specified
• Fees are non-refundable except as expressly stated in these Terms
• We reserve the right to change our pricing with 30 days' advance notice

6.3 Payment Methods

We accept the following payment methods:

• Credit and debit cards (Visa, Mastercard, American Express)
• M-Pesa mobile money payments
• Stripe payment processing
• Bank transfers for Enterprise plans (upon request)
• Other payment providers as made available from time to time

You authorize us to charge your selected payment method for all fees incurred. You are responsible for ensuring that your payment information is current and valid. Failed payments may result in service suspension or termination.

6.4 Plan Changes and Upgrades

You may change your subscription plan at any time:

• Upgrades: Take effect immediately, and you will be charged a prorated amount for the remainder of your billing cycle
• Downgrades: Take effect at the end of your current billing cycle, and no refunds are provided for the current period
• Plan changes may affect available features, user limits, and storage capacity
• You are responsible for ensuring your usage complies with your new plan's limitations

6.5 Cancellation and Refunds

You may cancel your subscription at any time:

• Cancellation takes effect at the end of your current billing period
• You will retain access to the Platform until the end of the paid period
• No refunds are provided for partial billing periods or unused time
• Upon cancellation, you may export your data before your account is closed
• We may retain certain data for legal compliance and audit purposes
• Reactivation of a cancelled account may require a new setup process

6.6 Failed Payments and Service Suspension

If a payment fails, we will attempt to process the payment again. If payment remains unsuccessful after multiple attempts, your account may be suspended. During suspension, you will have limited access to the Platform (read-only mode) for a grace period of 15 days. If payment is not received within 30 days of the due date, your account may be terminated, and your data may be permanently deleted.

6.7 Taxes

All fees are exclusive of applicable taxes, duties, and levies (including but not limited to VAT, sales tax, and withholding tax). You are responsible for paying all such taxes associated with your subscription, except for taxes based on our net income. If we are required to collect or pay taxes for which you are responsible, the appropriate amount will be added to your invoice.

7. Service Level and Availability

7.1 Uptime Commitment

We strive to maintain high availability of the Platform:

• We target 99.9% uptime for Pro and Enterprise plans
• We target 99% uptime for Basic plans
• Uptime is calculated monthly, excluding scheduled maintenance
• Downtime caused by factors outside our control is excluded from uptime calculations

7.2 Scheduled Maintenance

We perform regular maintenance to ensure optimal performance and security. Scheduled maintenance will be announced at least 48 hours in advance via email and platform notifications. We will make reasonable efforts to schedule maintenance during off-peak hours to minimize disruption to your business operations.

7.3 Emergency Maintenance

In the event of critical security vulnerabilities, system failures, or other emergencies, we reserve the right to perform unscheduled maintenance without prior notice. We will make reasonable efforts to notify you as soon as possible and minimize service disruption.

7.4 Service Limitations

While we strive for continuous availability, we do not guarantee uninterrupted service. The Platform may be unavailable due to:

• Scheduled or emergency maintenance
• Third-party service provider outages (hosting, database, CDN)
• Network connectivity issues
• Force majeure events (natural disasters, wars, pandemics)
• Cyber attacks or security incidents
• Hardware or software failures

8. Data Protection and Privacy

8.1 Data Processing

We process your data in accordance with our Privacy Policy and applicable data protection laws. By using the Platform, you consent to the collection, processing, and storage of your data as described in our Privacy Policy. We implement appropriate technical and organizational measures to protect your data against unauthorized access, loss, or destruction.

8.2 Data Backup and Recovery

We implement comprehensive backup procedures:

• Automated daily backups of all tenant data
• Backups are stored in geographically distributed locations
• Backup retention period of 30 days for all plans
• Data recovery services available upon request (fees may apply for extensive recovery operations)
• You are encouraged to maintain your own backups of critical data

8.3 Data Export and Portability

You have the right to export your data at any time. We provide data export functionality through the Platform interface, allowing you to download your data in standard formats (CSV, JSON, PDF). Data export is available for all active accounts and for a limited period after account cancellation.

8.4 Data Retention and Deletion

Upon account termination, we will retain your data for 30 days to allow for potential reactivation. After this period, your data will be permanently deleted from our systems, except for data we are required to retain for legal, regulatory, or audit purposes. You may request immediate data deletion by contacting our support team.

9. Intellectual Property Rights

9.1 Platform Ownership

TenantHub and all related intellectual property rights, including but not limited to software code, algorithms, designs, trademarks, logos, and documentation, are owned by us or our licensors. These Terms do not grant you any ownership rights to the Platform. All rights not expressly granted to you are reserved by us.

9.2 Your Content Rights

You retain all ownership rights to your Content. By uploading Content to the Platform, you grant us a limited, non-exclusive, worldwide license to host, store, process, display, and transmit your Content solely for the purpose of providing the Service to you. This license terminates when you delete your Content or close your account.

9.3 Restrictions

You may not:

• Copy, modify, or create derivative works of the Platform
• Reverse engineer, decompile, or disassemble the Platform
• Remove or alter any proprietary notices or labels
• Use the Platform to develop competing products or services
• Rent, lease, lend, sell, sublicense, or transfer the Platform

10. Warranties and Disclaimers

10.1 Service Warranty

We warrant that the Platform will perform substantially in accordance with the documentation provided. If the Platform fails to meet this warranty, your sole remedy is for us to use commercially reasonable efforts to correct the non-conformity or, if we cannot do so, to terminate your subscription and refund any prepaid fees for the unused portion of your subscription term.

10.2 Disclaimer of Warranties

11. Limitation of Liability

12. Indemnification

You agree to indemnify, defend, and hold harmless TenantHub, its officers, directors, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from or related to:

• Your use or misuse of the Platform
• Your violation of these Terms of Service
• Your violation of any applicable laws or regulations
• Your Content or any content you submit, post, or transmit through the Platform
• Your infringement of any intellectual property or other rights of any third party
• Any claims brought by third parties arising from your use of the Platform

We reserve the right to assume the exclusive defense and control of any matter subject to indemnification by you, and you agree to cooperate with our defense of such claims.

13. Term and Termination

13.1 Term

These Terms commence on the date you first access the Platform and continue until terminated in accordance with this section. Your subscription term is specified in your subscription plan and automatically renews unless cancelled.

13.2 Termination by You

You may terminate your subscription at any time by cancelling through the Platform interface or contacting our support team. Termination will be effective at the end of your current billing period. You remain responsible for all fees incurred prior to termination.

13.3 Termination by Us

We may suspend or terminate your account immediately, without prior notice, if:

• You violate these Terms of Service or our Acceptable Use Policy
• Your payment is more than 30 days overdue
• We detect fraudulent, abusive, or illegal activity
• We are required to do so by law or legal process
• We decide to discontinue the Platform (with 90 days' notice)

13.4 Effect of Termination

Upon termination: (a) your right to access and use the Platform immediately ceases; (b) you must cease all use of the Platform; (c) you will have 30 days to export your data; (d) we may delete your data after the retention period; (e) all provisions of these Terms that by their nature should survive termination shall survive, including but not limited to ownership provisions, warranty disclaimers, indemnity, and limitations of liability.

14. Modifications to Terms

We reserve the right to modify these Terms at any time. We will notify you of material changes by email or through a prominent notice on the Platform at least 30 days before the changes take effect. Your continued use of the Platform after the effective date of the modified Terms constitutes your acceptance of the changes. If you do not agree to the modified Terms, you must stop using the Platform and may cancel your subscription.

15. Governing Law and Dispute Resolution

15.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of Kenya, without regard to its conflict of law principles. The United Nations Convention on Contracts for the International Sale of Goods shall not apply.

15.2 Jurisdiction

You agree to submit to the exclusive jurisdiction of the courts located in Nairobi, Kenya for the resolution of any disputes arising out of or related to these Terms or your use of the Platform.

15.3 Dispute Resolution

Before filing any legal action, you agree to first contact us and attempt to resolve the dispute informally. We will make reasonable efforts to resolve disputes amicably. If we cannot resolve the dispute within 60 days, either party may pursue formal legal action.

16. General Provisions

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any other policies referenced herein, constitute the entire agreement between you and TenantHub regarding the Platform and supersede all prior agreements and understandings, whether written or oral.

16.2 Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect. The invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.

16.3 Waiver

Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision. Any waiver must be in writing and signed by an authorized representative of TenantHub.

16.4 Assignment

You may not assign or transfer these Terms or your rights hereunder without our prior written consent. We may assign these Terms without restriction. Any attempted assignment in violation of this section shall be null and void.

16.5 Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

16.6 Notices

All notices under these Terms shall be in writing and shall be deemed given when delivered personally, sent by confirmed email, or three days after being sent by registered or certified mail, return receipt requested, to the addresses specified in your account or to our contact email.

17. Contact Information

If you have any questions, concerns, or complaints regarding these Terms of Service, please contact us: