Terms of Service
Last updated: 18 February 2026
IMPORTANT: Please read these Terms of Service carefully before using the Tulvan platform. By accessing or using our Services, you agree to be bound by these Terms. If you do not agree to all of these Terms, do not use our Services.
1. Definitions and Interpretation
In these Terms of Service, unless the context otherwise requires, the following definitions shall apply:
"Agreement" means these Terms of Service, together with the Privacy Policy, Data Processing Agreement, and any Order Form or Statement of Work executed between the parties.
"Authorised Users" means the employees, agents, or contractors of the Customer who are authorised by the Customer to access and use the Platform.
"Customer" (also referred to as "you" or "your") means the property management company, letting agent, landlord, or other entity that subscribes to the Platform.
"Customer Data" means all data, including Personal Data, that is submitted to the Platform by or on behalf of the Customer, including Tenant Data.
"End User" means any tenant, leaseholder, prospective tenant, or other individual who interacts with the Voice Agent by telephone or other communication channel.
"Intellectual Property Rights" means patents, rights to inventions, copyright and related rights, trade marks, business names, domain names, rights in get-up, goodwill, rights in designs, database rights, rights in confidential information, and all other intellectual property rights.
"Order Form" means any ordering document, online subscription page, or statement of work that references this Agreement and sets out the specific Services, fees, and term applicable to the Customer.
"Personal Data" has the meaning given to it in the UK GDPR and/or the GDPR, as applicable.
"Platform" means the Tulvan voice AI platform, including the web dashboard, APIs, integrations, and all related technology and infrastructure.
"Services" means the AI-powered voice agent services, telephony integration, call management, analytics, and any other services provided by Tulvan to the Customer under this Agreement.
"Subscription Period" means the period during which the Customer has a valid subscription to use the Platform, as set out in the applicable Order Form.
"Tenant Data" means Personal Data relating to End Users that is processed through the Platform, including but not limited to names, telephone numbers, property addresses, call recordings, call transcripts, and maintenance request details.
"Tulvan" (also referred to as "we", "us", or "our") means Tulvan Ltd, a company registered in England and Wales.
"Voice Agent" means the AI-powered virtual assistant that handles inbound telephone calls from End Users on behalf of the Customer.
2. Description of Services
2.1 Platform Overview
Tulvan provides an AI-powered voice agent platform designed for the property management industry. The Voice Agent handles inbound telephone calls from End Users (tenants and prospective tenants), triaging maintenance requests, answering general tenancy enquiries, logging complaints, and escalating urgent matters to the appropriate personnel designated by the Customer.
2.2 Service Components
The Services include the following components, subject to the Customer's subscription level:
AI Voice Agent: An automated voice assistant that answers inbound calls, conducts natural language conversations with End Users, and processes requests in accordance with the Customer's configured preferences.
Call Management Dashboard: A web-based interface enabling Authorised Users to review call logs, transcripts, analytics, and manage Voice Agent configuration.
Maintenance Triage: Automated categorisation of maintenance requests by urgency (emergency, urgent, routine) and routing to designated personnel.
Integration Services: APIs and webhook integrations enabling connection with the Customer's existing property management software, CRM, and communication tools.
Analytics and Reporting: Call volume analytics, response metrics, tenant satisfaction indicators, and operational reporting.
2.3 AI Limitations
THE CUSTOMER ACKNOWLEDGES AND AGREES THAT:
The Voice Agent is an artificial intelligence system and may occasionally produce inaccurate, incomplete, or inappropriate responses. Tulvan does not guarantee that the Voice Agent will correctly interpret or respond to every enquiry.
The Voice Agent is not a substitute for qualified human judgment, and the Customer remains solely responsible for all decisions made in reliance upon information provided by the Voice Agent.
The Voice Agent does not provide legal advice, financial advice, medical advice, or emergency services. The Voice Agent is configured to direct End Users to the appropriate emergency services (999/112 in the UK, 911 in the US) when an emergency is detected, but this functionality is provided on a best-efforts basis and must not be relied upon as a primary emergency response mechanism.
The accuracy and quality of the Voice Agent's responses depend in part on the quality and completeness of the configuration, knowledge base, and training data provided by the Customer.
3. Account Registration and Access
3.1 Account Creation
To access the Platform, the Customer must create an account by providing accurate and complete registration information. The Customer is responsible for maintaining the confidentiality of account credentials and for all activities that occur under the Customer's account.
3.2 Authorised Users
The Customer may permit Authorised Users to access the Platform in accordance with the applicable subscription level. The Customer is responsible for ensuring that all Authorised Users comply with the terms of this Agreement and shall be liable for any breach by an Authorised User.
3.3 Security
The Customer shall implement and maintain reasonable security measures to prevent unauthorised access to the Platform, including but not limited to using strong passwords, enabling multi-factor authentication where available, and promptly revoking access for any Authorised User who no longer requires it.
4. Subscription, Fees, and Payment
4.1 Subscription Plans
The specific features, usage limits, and fees applicable to the Customer's subscription are set out in the applicable Order Form. Tulvan reserves the right to modify its subscription plans and pricing upon thirty (30) days' written notice.
4.2 Fees and Payment
The Customer shall pay all fees in accordance with the payment terms set out in the Order Form. Unless otherwise stated, all fees are quoted exclusive of VAT and applicable taxes, which shall be payable by the Customer in addition to the fees.
4.3 Late Payment
If the Customer fails to make any payment when due, Tulvan may, without prejudice to any other rights or remedies: (i) charge interest on the overdue amount at the rate of 4% per annum above the Bank of England base rate (or, for US Customers, 1.5% per month or the maximum rate permitted by law, whichever is lower); (ii) suspend access to the Platform until all outstanding amounts have been paid in full.
4.4 Usage-Based Charges
Certain elements of the Services may be subject to usage-based charges, including but not limited to per-minute telephony charges, per-call processing fees, and overage charges for usage exceeding the Customer's subscription allocation. Details of usage-based charges are set out in the applicable Order Form.
5. Customer Obligations
5.1 Lawful Use
The Customer shall use the Platform only for lawful purposes and in accordance with this Agreement. The Customer shall comply with all applicable laws and regulations, including but not limited to data protection legislation, telecommunications regulations, housing legislation, and anti-discrimination laws.
5.2 AI Disclosure
The Customer acknowledges that applicable laws and regulations may require disclosure to End Users that they are interacting with an AI system. Tulvan's Voice Agent is configured to identify itself as an AI assistant at the beginning of each call. The Customer shall not disable, circumvent, or modify this disclosure without Tulvan's prior written consent. The Customer is responsible for ensuring that any additional disclosures required by applicable law are implemented.
5.3 Call Recording Consent
The Customer is solely responsible for ensuring compliance with all applicable call recording laws and regulations in the jurisdictions in which it operates. This includes but is not limited to:
In England and Wales: Compliance with the Telecommunications (Lawful Business Practice) (Interception of Communications) Regulations 2000 and the Data Protection Act 2018.
In the United States: Compliance with federal wiretapping laws (18 U.S.C. § 2511) and applicable state laws, including all-party (two-party) consent requirements in states such as California, Connecticut, Florida, Illinois, Maryland, Massachusetts, Montana, New Hampshire, Pennsylvania, and Washington.
Tulvan provides configurable call recording disclosure messages that may be played at the beginning of each call, but the Customer is responsible for ensuring that such disclosures comply with all applicable legal requirements in its jurisdiction(s).
5.4 Fair Housing and Anti-Discrimination
The Customer shall ensure that the use of the Platform does not result in discrimination against any End User on the basis of race, colour, national origin, religion, sex, familial status, disability, sexual orientation, gender identity, or any other characteristic protected by applicable law, including but not limited to the Fair Housing Act (42 U.S.C. §§ 3601-3619) in the United States and the Equality Act 2010 in the United Kingdom.
5.5 Prohibited Uses
The Customer shall not, and shall not permit any third party to:
Use the Platform for any illegal, fraudulent, or harmful purpose.
Attempt to reverse engineer, decompile, disassemble, or otherwise derive the source code of the Platform.
Use the Platform to conduct unsolicited outbound calls or marketing activities without proper consent.
Interfere with or disrupt the integrity or performance of the Platform.
Use the Platform to collect, store, or process sensitive personal data without appropriate lawful basis and safeguards.
Sublicense, resell, or make the Platform available to third parties except as expressly permitted in writing by Tulvan.
6. Data Protection
6.1 Data Processing Roles
With respect to the processing of Personal Data through the Platform, the parties acknowledge and agree that:
The Customer is the Data Controller (as defined in the UK GDPR and/or the GDPR) of all Customer Data, including Tenant Data.
Tulvan is the Data Processor, processing Customer Data solely on the Customer's documented instructions and for the purposes of providing the Services.
6.2 Data Processing Agreement
The processing of Personal Data by Tulvan on behalf of the Customer shall be governed by the Data Processing Agreement (DPA) appended to this Agreement or made available separately. The DPA forms an integral part of this Agreement and is incorporated herein by reference.
6.3 Sub-Processors
The Customer acknowledges and consents to Tulvan's use of the following categories of sub-processors in the provision of the Services:
Telephony providers for call routing and connectivity.
Speech-to-text service providers for transcription of voice communications.
Large language model providers for AI-powered natural language understanding and response generation.
Text-to-speech service providers for voice synthesis.
Cloud infrastructure and database hosting providers for data storage and processing.
A current list of specific sub-processors is maintained at Tulvan's website and updated in accordance with the DPA.
6.4 Data Retention
Customer Data, including call recordings and transcripts, shall be retained for the period specified in the Customer's configuration settings or, where no period is specified, for the default retention period set out in the DPA. Upon termination of this Agreement, Tulvan shall delete or return all Customer Data in accordance with the DPA.
6.5 International Data Transfers
Where the processing of Customer Data involves a transfer of Personal Data to a country outside the United Kingdom or the European Economic Area that has not been deemed to provide an adequate level of data protection, such transfers shall be made subject to appropriate safeguards as set out in the DPA, including the use of Standard Contractual Clauses and/or the UK International Data Transfer Agreement, as applicable.
7. Intellectual Property
7.1 Tulvan IP
All Intellectual Property Rights in the Platform, the Voice Agent, the underlying technology, algorithms, models, software, documentation, and all improvements and modifications thereto shall remain the exclusive property of Tulvan. Nothing in this Agreement grants the Customer any rights in the Intellectual Property of Tulvan except for the limited licence to use the Platform during the Subscription Period.
7.2 Customer Data
The Customer retains all rights, title, and interest in and to Customer Data. The Customer grants Tulvan a non-exclusive, worldwide, royalty-free licence to use, process, and store Customer Data solely for the purpose of providing the Services and as otherwise permitted by this Agreement.
7.3 Aggregated Data
Tulvan may collect and use aggregated, anonymised, and de-identified data derived from the Customer's use of the Platform for the purposes of improving and developing the Platform, generating industry benchmarks, and conducting research, provided that such data does not identify the Customer or any individual End User.
8. Confidentiality
Each party agrees to keep confidential all information of the other party that is designated as confidential or that reasonably should be understood to be confidential given the nature of the information and the circumstances of disclosure. Neither party shall disclose the other party's confidential information to any third party except as reasonably necessary to perform its obligations under this Agreement, subject to appropriate confidentiality protections.
The obligations of confidentiality shall not apply to information that: (a) is or becomes publicly known through no fault of the receiving party; (b) was known to the receiving party prior to disclosure; (c) is independently developed by the receiving party; or (d) is required to be disclosed by law or regulation.
9. Warranties and Disclaimers
9.1 Tulvan Warranties
Tulvan warrants that:
The Platform shall be provided with reasonable skill and care.
The Platform shall materially conform to the documentation provided to the Customer.
Tulvan shall comply with all applicable laws and regulations in the provision of the Services.
9.2 Disclaimer
EXCEPT AS EXPRESSLY SET OUT IN THIS AGREEMENT, THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS. TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, TULVAN DISCLAIMS ALL WARRANTIES, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, ACCURACY, AND NON-INFRINGEMENT.
WITHOUT LIMITING THE FOREGOING, TULVAN DOES NOT WARRANT THAT: (A) THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR COMPLETELY SECURE; (B) THE VOICE AGENT WILL ACCURATELY INTERPRET OR RESPOND TO ALL END USER ENQUIRIES; (C) THE PLATFORM WILL MEET THE CUSTOMER'S SPECIFIC REQUIREMENTS; OR (D) ANY DEFECTS IN THE PLATFORM WILL BE CORRECTED.
10. Limitation of Liability
10.1 Exclusion of Certain Losses
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, NEITHER PARTY SHALL BE LIABLE TO THE OTHER FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, BUSINESS OPPORTUNITIES, GOODWILL, OR ANTICIPATED SAVINGS, WHETHER ARISING IN CONTRACT, TORT (INCLUDING NEGLIGENCE), BREACH OF STATUTORY DUTY, OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.
10.2 Aggregate Liability Cap
SUBJECT TO SECTION 10.3, TULVAN'S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THIS AGREEMENT SHALL NOT EXCEED THE GREATER OF: (A) THE TOTAL FEES PAID BY THE CUSTOMER TO TULVAN IN THE TWELVE (12) MONTH PERIOD IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO THE CLAIM; OR (B) ONE THOUSAND POUNDS STERLING (£1,000).
10.3 Unlimited Liability
Nothing in this Agreement shall limit or exclude either party's liability for:
Death or personal injury caused by negligence.
Fraud or fraudulent misrepresentation.
Any liability that cannot be limited or excluded by applicable law.
Breaches of data protection legislation resulting from wilful misconduct or gross negligence.
11. Indemnification
11.1 Customer Indemnity
The Customer shall indemnify, defend, and hold harmless Tulvan and its officers, directors, employees, and agents from and against any and all claims, losses, damages, liabilities, costs, and expenses (including reasonable legal fees) arising out of or in connection with:
The Customer's breach of this Agreement.
The Customer's violation of applicable law, including data protection, housing, telecommunications, or anti-discrimination legislation.
Any claim by an End User arising from the Customer's use of the Platform, except to the extent caused by Tulvan's breach of this Agreement or negligence.
The Customer Data, including any claim that Customer Data infringes the rights of a third party.
11.2 Tulvan Indemnity
Tulvan shall indemnify, defend, and hold harmless the Customer from and against any third-party claim that the Platform infringes the Intellectual Property Rights of a third party, provided that Tulvan shall have no obligation under this section to the extent the infringement arises from: (a) modification of the Platform by the Customer; (b) use of the Platform in combination with third-party products not provided or approved by Tulvan; or (c) use of the Platform in breach of this Agreement.
12. Service Levels and Support
12.1 Availability
Tulvan shall use commercially reasonable efforts to ensure that the Platform is available 99.9% of the time, measured on a monthly basis, excluding scheduled maintenance windows. Scheduled maintenance shall be notified to the Customer at least forty-eight (48) hours in advance where practicable.
12.2 Support
Tulvan shall provide technical support to the Customer in accordance with the support plan set out in the applicable Order Form. Standard support includes email support during business hours (Monday to Friday, 9:00 AM to 6:00 PM GMT/BST).
12.3 Service Credits
In the event that the Platform fails to meet the availability target set out in Section 12.1, the Customer may be eligible for service credits in accordance with the terms set out in the applicable Order Form or Service Level Agreement.
13. Term and Termination
13.1 Term
This Agreement shall commence on the date the Customer first accesses the Platform and shall continue for the duration of the Subscription Period. Unless otherwise stated in the Order Form, the Subscription Period shall automatically renew for successive periods of the same duration unless either party provides written notice of non-renewal at least thirty (30) days prior to the end of the then-current Subscription Period.
13.2 Termination for Breach
Either party may terminate this Agreement by written notice if the other party commits a material breach of this Agreement and fails to remedy such breach within thirty (30) days of receiving written notice specifying the breach.
13.3 Termination for Convenience
The Customer may terminate this Agreement at any time by providing thirty (30) days' written notice. In such case, the Customer shall remain liable for all fees accrued up to the effective date of termination. Prepaid fees for the remaining portion of the Subscription Period are non-refundable unless otherwise specified in the Order Form.
13.4 Effects of Termination
Upon termination of this Agreement:
The Customer's right to access and use the Platform shall immediately cease.
Tulvan shall, at the Customer's election and written request made within thirty (30) days of termination, either return or delete all Customer Data in accordance with the DPA.
Sections that by their nature should survive termination shall continue in force, including Sections 6, 7, 8, 9.2, 10, 11, and 15.
14. Force Majeure
Neither party shall be liable for any failure or delay in the performance of its obligations under this Agreement to the extent that such failure or delay is caused by circumstances beyond its reasonable control, including but not limited to acts of God, natural disaster, pandemic, epidemic, war, terrorism, riot, civil disorder, fire, flood, embargo, governmental action, labour dispute, failure of telecommunications infrastructure, or failure of third-party services. The affected party shall promptly notify the other party and use reasonable efforts to mitigate the effects of the force majeure event.
15. Governing Law and Dispute Resolution
15.1 UK Customers
For Customers domiciled in the United Kingdom or the European Economic Area, this Agreement shall be governed by and construed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with this Agreement.
15.2 US Customers
For Customers domiciled in the United States, this Agreement shall be governed by and construed in accordance with the laws of the State of Delaware, without regard to its conflict of laws principles. Any dispute arising out of or relating to this Agreement shall be resolved by binding arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules. Notwithstanding the foregoing, either party may seek injunctive or other equitable relief in any court of competent jurisdiction.
16. General Provisions
16.1 Entire Agreement
This Agreement, together with the Privacy Policy, DPA, and any applicable Order Forms, constitutes the entire agreement between the parties and supersedes all prior agreements, understandings, and representations relating to the subject matter hereof.
16.2 Amendments
Tulvan may amend these Terms of Service from time to time by posting the updated terms on its website and notifying the Customer by email. Continued use of the Platform following such notification constitutes acceptance of the amended terms. Material changes shall not apply retroactively and shall take effect no earlier than thirty (30) days after notification.
16.3 Assignment
The Customer may not assign or transfer this Agreement without Tulvan's prior written consent. Tulvan may assign this Agreement to any affiliate or successor in connection with a merger, acquisition, corporate reorganisation, or sale of all or substantially all of its assets.
16.4 Severability
If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect, and the invalid provision shall be modified to the minimum extent necessary to make it valid and enforceable.
16.5 Waiver
No failure or delay by either party in exercising any right or remedy under this Agreement shall operate as a waiver of that right or remedy.
16.6 Notices
All notices under this Agreement shall be in writing and sent by email to the addresses specified in the applicable Order Form. Notices shall be deemed received when sent by email, provided that the sender does not receive a delivery failure notification.
16.7 Third Party Rights
A person who is not a party to this Agreement shall not have any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this Agreement.
16.8 Anti-Bribery
Each party shall comply with all applicable anti-bribery and anti-corruption laws, including the Bribery Act 2010 (UK) and the Foreign Corrupt Practices Act (US).
17. Contact Information
For questions about these Terms of Service, please contact us at:
Tulvan Ltd
Email: legal@tulvan.com
Website: https://tulvan.com