Terms of Service

These terms apply to everyone who uses Artrelo: landlords and property managers, tenants who report maintenance issues, and vendors who take jobs through a link we send them. By creating an account, accepting an invite, or using a job link, you agree to them.

If you use Artrelo for a company, you confirm you are allowed to accept these terms for it.

Artrelo coordinates maintenance. Tenants report issues; an AI assistant asks follow-up questions and suggests a category and urgency; the property manager finds a vendor, approves the work and tracks it to completion. The property manager sets the rules, and Artrelo acts within them.

• We are not a contractor. Vendors are independent businesses chosen by the property manager. We do not perform repairs, and we do not employ, license, insure or supervise vendors.
• AI suggestions can be wrong. Triage, categories, urgency and cost estimates help a person decide. The property manager remains responsible for decisions about their property and tenants.
• Features may change as the service develops. During the beta, some features may be added, changed or removed.

Artrelo is not an emergency service. If anyone is in danger, or you suspect a gas leak, fire, smoke or carbon monoxide, leave the area and call 911 or your gas utility first.

When a tenant reports something urgent, we alert the property manager by in-app notification and email and, where it is set up, an automated phone call to the number on their account. These alerts rely on networks, devices and other companies’ services we do not control, so they can be delayed or fail. Property managers remain responsible for having their own way to respond to emergencies at their properties, and for keeping their phone number current.

Keep your sign-in details private, and tell us if you think someone else has used your account. You are responsible for activity under your account and for keeping your information accurate, including your phone number. A vendor job link is for the vendor it was sent to; do not share it.

• You choose your vendors, and you are responsible for checking they are qualified, licensed and insured as your jurisdiction requires.
• You approve work and its cost. Rules you set, such as spending limits, act on your behalf within those limits.
• You are responsible for having a lawful basis to share your tenants' information with us, and for telling your tenants that you use Artrelo to manage maintenance.
• You remain responsible for your obligations to your tenants under your lease and the law.

Tenants: describe issues honestly, and only share photos you are comfortable with your property manager and the assigned vendor seeing. Your property manager can read the messages you send to the AI assistant. When asked to confirm a repair, tell us if it was not done: if you do not answer, a job whose evidence passed our checks is treated as accepted after 48 hours.

Vendors: quote honestly, keep appointments you accept, and submit truthful completion evidence. Photos are checked against the time they were taken, and a job with weak evidence goes to the property manager for review instead of closing on its own.

By default, property managers pay vendors directly. When a job is finished, Artrelo shows what is owed to the vendor. The property manager pays them their usual way, such as e-transfer or cheque, and marks it paid. That money never passes through Artrelo; we only keep a record of it. Any disagreement about the work or the amount is between the property manager and the vendor, though we will share the job’s records with both on request.

If we switch on platform payouts for an account, Artrelo pays vendors from a balance the property manager funds:

• You add funds by card, or by pre-authorized bank debit where offered. Payments are processed by Stripe, and your balance is credited only once Stripe confirms the payment. A card top-up includes Stripe’s processing fee, shown before you pay.
• Bank top-ups take several business days to clear. If your bank refuses a debit, or you dispute one afterwards, a fee applies (shown before you pay), and anything already spent from that top-up becomes an amount you owe us. Bank top-ups may be paused after a dispute.
• When a vendor is booked, the job’s cost is reserved from your balance. The vendor is paid after the tenant confirms the work (or the review period passes on evidence that passed our checks), plus a short further window in which a problem can still be raised. Work you approve beyond your balance is owed, and is paid from your next top-up.
• Your balance is not a bank account and earns no interest. Ask us and we will refund an unused balance to the original payment method, less any amounts you owe under these terms.
• Vendors receive payouts through Stripe Connect and agree to Stripe’s terms for that. Bank details are held by Stripe, not by us.

Artrelo is in a free beta. Each beta account is free for the period shown when you join, and we will remind you before it ends. No billing card is required during the beta. There is no subscription or monthly minimum.

After the beta, a service fee may apply to each completed job. We will tell you the amount in advance and give you at least 30 days’ notice before any charge begins, and your access does not switch off when the beta ends. Founding terms, such as a locked-in rate, may be offered to beta participants; accepting them does not start any billing. Before paid bookings begin, you must separately accept your exact pricing and authorize a billing card. Bookings made during your free beta keep their fee waiver when completed later.

The service fee is assessed when work is verified complete, whether you pay your vendor directly or use platform payouts. Marking the vendor paid records their payment; it does not start or delay the service fee. Chargeable completed-job fees are itemized in one monthly invoice and automatically charged to your authorized billing card, plus applicable tax. Small balances below the payment minimum carry forward.

If an invoice remains unpaid for 14 days, new non-emergency bookings and vendor outreach pause until payment is resolved. Existing jobs, vendor payments, account access and emergency alerts continue. Your authorization includes retries of unpaid invoices, including after you update your billing card. Disputed charges require review rather than an automatic second charge for the disputed amount.

Do not misuse Artrelo: no attempts to disrupt it or reach it without permission, no unlawful or abusive content, no false requests, quotes or completion evidence, and no use that violates other people’s rights. We may suspend accounts or job links that break these terms.

You keep ownership of what you submit: descriptions, messages, photos and documents. You give us permission to use it to run Artrelo, including sharing it with the people involved in a job as described in our Privacy Policy. Artrelo itself, including its software and design, belongs to us.

Artrelo is provided “as is” and “as available”. To the extent the law allows, we make no promises about how quickly a vendor responds or a repair is completed, about the quality of any vendor’s work, or that the service or its AI suggestions will be error-free or uninterrupted.

To the extent the law allows, Artrelo is not liable for indirect, incidental or consequential losses, or for the acts of vendors, tenants or property managers. Our total liability for any claim is limited to the greater of the fees you paid us in the twelve months before the claim and $100. This does not limit our responsibility to return money in your balance that has not been spent.

You can stop using Artrelo at any time; contact us to close your account. We may suspend or close accounts that break these terms. When an account closes, any unused balance is refunded as described above, and records we must keep by law, such as payment records, are retained for the required period.

These terms are governed by the laws of the Province of Alberta and the federal laws of Canada that apply there.

We may update these terms. For a material change, we will email account holders before it takes effect. If you keep using Artrelo after a change takes effect, the updated terms apply.

Questions about these terms? Email [email protected].