Terms of Service EstateOS

These Terms of Service ("Terms") govern the use of EstateOS, provided by PT Nusantara Platform Digital, domiciled in Yogyakarta ("Provider", "we"). The Indonesian version prevails if the two versions differ.

1. Definitions

• Service: the EstateOS web application at app.estateos.nusantaraplatform.com, including its updates.
• Manager: a body or party managing an estate that subscribes to the Service. Examples include an estate manager, developer, foundation, association, residents' association (RT/RW), cooperative, or individual.
• Tenant: the Manager's data space in the Service for one estate. Each Tenant's data is separate from every other Tenant.
• User: anyone with an account in a Manager's Tenant: officers, staff, and Residents.
• Resident: an owner or tenant of a unit in the Manager's estate.
• Estate Data: all data entered into the Tenant, including Residents' Personal Data.
• Plan: a subscription option with its price and unit limit, as listed at estateos.nusantaraplatform.com and in the Subscription menu.
• Privacy Policy: the EstateOS Privacy Policy at estateos.nusantaraplatform.com/en/privacy, which forms an integral part of these Terms.

2. Acceptance

1. These Terms apply from the earliest of: when the Manager signs up, accepts an offer, pays its first invoice, or starts using the Service.
2. A person who signs up or accepts on behalf of a Manager confirms that they are authorised to represent the Manager.
3. Other Users (staff and Residents) use the Service through accounts created by the Manager and are bound by the acceptable-use rules in Section 7.

3. The Service

1. The Service covers:
   • units and residents;
   • dues invoices and payments;
   • estate finances;
   • complaints, facilities, and assets;
   • announcements;
   • a visitor log.

Features may be added or changed as the Service is updated.

1. The Provider may change features. The Provider will not remove a core feature the Manager is using without at least 30 days' notice.
2. The Service runs in Google Cloud data centres in the Jakarta region.
3. The demo environment (demo.app.estateos.nusantaraplatform.com) is for trying the Service only. It is reset every day and must not contain real data.

4. Free trial

1. New Managers get a 14-day free trial from the day their Tenant is activated.
2. During the trial, every feature of the chosen Plan is available.
3. If the Manager does not subscribe after the trial, the Tenant becomes read-only and is handled under Section 6(7).

5. Prices

1. Fees are charged per residential unit per month. The monthly fee is the greater of (a) number of units × price per unit and (b) the Plan's minimum fee.

1. Each minimum equals the price of the smallest estate the Plan is designed for (about 40, 150, and 600 units), so a growing estate never pays more when it moves up a Plan.
2. An annual subscription costs 10 months for 12 months of Service.
3. Prices exclude VAT where applicable.
4. Payment-gateway fees for dues payments (Section 8) are not part of the subscription. They follow the payment provider's terms.
5. The number of units billed is the number of units registered in the Tenant when the invoice is created.
6. The Provider may change prices with at least 30 days' notice. New prices apply from the next subscription period.

6. Billing, arrears, and end of subscription

1. Renewal invoices are created 7 days before the period ends and sent to the Manager's email. They can be paid through the payment page (DOKU Checkout) or by bank transfer to the Provider account shown on the invoice.
2. Upgrades and added units take effect immediately. The difference for the rest of the period is charged pro rata.
3. Downgrades take effect from the next period.
4. If an invoice is still unpaid when the period ends, the Manager gets a 7-day grace period with the Service fully working.
5. After the grace period, the Tenant becomes read-only for 30 days. Data can still be viewed and exported but not changed. Full Service resumes as soon as the invoice is paid.
6. The Manager may cancel at any time through the Subscription menu or by email. The Service stays active until the end of the period already paid for. Fees already paid are not refunded, including the remainder of an annual subscription, except as provided in Section 13 (discontinuation by the Provider).
7. The subscription ends at the earliest of:
   • the end of the read-only period;
   • the end of the paid period after the Manager cancels;
   • the termination date under Section 13.
8. After the subscription ends, the Manager may request a data export. Tenant data is deleted no later than 90 days after the subscription ends. Offsite backup copies expire within the following 30 days.

7. Accounts and acceptable use

1. The Manager appoints the Super Admin and is responsible for every account created in its Tenant. This includes deactivating accounts of officers or staff who are no longer on duty.
2. Every User must keep their password confidential and report any misuse of their account promptly.
3. Users must not:
   • enter data that breaks the law or infringes the rights of others;
   • use the Service to send spam, bill people who are not Residents, or for any purpose other than estate management;
   • try to access other Tenants or data they are not entitled to;
   • test security without written permission, put unreasonable load on the Service, or reverse-engineer it.
4. The Provider may suspend accounts that breach paragraph 3. For breaches that do not endanger others, the Provider will notify the Manager first where possible.

8. Residents' dues payments

1. EstateOS is an administrative tool. The Provider is not a party to the dues relationship between the Manager and Residents and never receives or holds dues.
2. The Manager is responsible for the validity of dues rates and invoices, how the funds are used, and accounting for them to Residents.
3. Manual transfer: Residents pay directly into the bank account registered by the Manager.
   • The Manager must make sure the account is correct and held in the right name.
   • For security, an additional payment account is shown to Residents only after a waiting period, and every change of account is notified to the Manager's officers.
4. Automatic payments (Virtual Account/QRIS) become available once the Manager has a sub-account with a payment service provider licensed by Bank Indonesia, PT Nusa Satu Inti Artha (DOKU), and has passed that provider's verification.
   • Funds go straight to the Manager's sub-account.
   • Transaction fees, withdrawals, and other terms follow the agreement between the Manager and the payment provider.
5. The Provider is not liable for delays or failures caused by banks or payment providers, or by account details entered incorrectly by the Manager. The Provider will help trace such problems.

9. Estate Data and personal data protection

1. Estate Data belongs to the Manager. The Provider does not sell Estate Data or use it for advertising.
2. For Personal Data within Estate Data, the Manager is the Controller and the Provider is the Processor under Law No. 27 of 2022 on Personal Data Protection. This Section is the data processing agreement between the parties:
   • Subject matter, nature, and purpose: storing and processing Estate Data electronically to run the Service features the Manager uses.
   • Duration: for the subscription and the deletion period in Section 6(8).
   • Types of data and data subjects: as listed in Section 3 of the Privacy Policy.
   • Instructions: the Provider processes Estate Data only on the Manager's instructions, given through use of the Service, Tenant settings, or written requests, unless the law requires otherwise.
   • Confidentiality: Provider personnel who access Estate Data are bound by confidentiality and access it only when needed for support, maintenance, or recovery.
   • Security: the Provider applies the measures in Section 6 of the Privacy Policy.
   • Subprocessors: the Provider uses the subprocessors listed in the Privacy Policy. It notifies the Manager at least 30 days before adding or replacing a subprocessor. The Manager may object by cancelling the subscription.
   • Assistance: the Provider helps the Manager with data subject requests, impact assessments, and reasonable compliance checks.
   • Breaches: the Provider notifies the Manager within 24 hours of becoming aware of a personal data breach involving Estate Data.
   • End of processing: Estate Data is exported at the Manager's request and then deleted under Section 6(8).
3. The Manager is responsible for having a lawful basis for processing, including telling Residents that their data is managed with EstateOS.
4. Provider platform admins enter a Tenant only at the Manager's request for support purposes. Every such access is recorded in the audit trail.

10. Availability, backups, and support

1. The Provider targets 99% monthly availability, excluding scheduled maintenance. This is a best-effort target and carries no automatic compensation.
2. Scheduled maintenance takes place between 23:00 and 06:00 WIB. If it is expected to cause disruption, the Provider gives at least 24 hours' notice.
3. The database and uploaded files are backed up daily. Backups are kept for 7 days on the server and 30 days in Google Cloud Storage in Indonesia.
4. Support is available at halo@nusantaraplatform.com, Monday–Saturday, 09:00–18:00 WIB. Incidents that make the Service unusable get top priority.

11. Limitation of liability

1. The Service is provided as is. The Provider will fix reported errors within a reasonable time but does not warrant that the Service is error-free.
2. To the extent permitted by law, the Provider's liability for any claim relating to the Service is limited to the subscription fees paid by the Manager in the last 12 months. During the trial, or where nothing has been paid, the limit is Rp1,000,000 (one million rupiah).
3. The Provider is not liable for:
   • indirect losses, such as lost profit;
   • disputes between the Manager and Residents;
   • losses caused by a User's failure to protect their account.
4. The limits in this Section do not apply to losses caused by the Provider's wilful misconduct or gross negligence, or by its breach of personal data protection obligations.
5. If the Service is unusable for more than 72 consecutive hours because of the Provider's fault, the Manager is entitled to an extension of the subscription equal to the length of the outage.

12. Intellectual property

1. The software, the EstateOS brand, and the Service documentation belong to the Provider.
2. The Manager receives a non-exclusive, non-transferable right to use the Service while subscribed.
3. The Provider may use the Manager's feedback to improve the Service without any obligation to compensate the Manager.

13. Suspension and termination by the Provider

The Provider may suspend or terminate the Service if:

• the Manager seriously breaches these Terms and does not remedy the breach within 14 days of notice; or
• the law or an order from a competent authority requires it.

If the Provider discontinues EstateOS entirely, it will:

• give at least 90 days' notice;
• provide a data export;
• refund, pro rata, any period that has been paid for but cannot be used.

14. Changes to these Terms

The Provider will notify the Manager of material changes through the app or by email at least 30 days before they take effect. A Manager who disagrees may cancel the subscription before the changes take effect.

15. Governing law and disputes

1. These Terms are governed by the laws of the Republic of Indonesia.
2. The parties will first try to settle any dispute amicably within 30 days of one party notifying the other of the dispute.
3. If that fails, the dispute will be settled at the Yogyakarta District Court.

16. Miscellaneous

1. These Terms and the Privacy Policy form a single agreement. A written Enterprise offer may add to or change specific terms.
2. If any provision is invalid or unenforceable, the remaining provisions stay in effect.
3. Formal notices go to the Manager's Super Admin email and, for the Provider, to halo@nusantaraplatform.com.

Contact

PT Nusantara Platform Digital · Yogyakarta · halo@nusantaraplatform.com · Privacy: privasi@nusantaraplatform.com