These Terms and Conditions ("Agreement") constitute a legally binding contract between you ("User", "Client", "Subscriber", or "Agency") and REM App Portal LLC and Empire IT Services (collectively referred to as "REM", "We", "Us", or "Our") governing your access to and use of the REM Real Estate Matchmaker platform, including all web applications, mobile applications, APIs, integrations, data services, and related tools available at rem-app.com (the "Platform").
By registering an account, subscribing to any plan, or accessing any part of the Platform, you confirm that you have read, understood, and agree to be bound by this Agreement in its entirety. If you do not agree, you must cease using the Platform immediately.
This Agreement applies to all tiers of users including individual real estate agents, real estate agencies, property developers, and any team members added under a subscribed account.
These Terms and Conditions govern the relationship between you and REM with respect to your access and use of the Platform. By using the Platform, you confirm acceptance of these terms. REM may update these terms from time to time with advance notice as described in Section 23.
For the purposes of this Agreement, the following definitions apply:
REM provides a software-as-a-service platform for real estate professionals, encompassing CRM and lead management tools, off-plan project data access, AI-powered matching and automation features, portal integrations, document generation, team management, website services, and related add-on products including the REM API, WhatsApp Sales Funnel, AI Chatbot, White-Label Off-Plan Portal, and RealtorsIn professional network.
The specific features and modules available to a User are determined by the Subscription plan selected at the time of purchase. REM reserves the right to add, modify, retire, or restructure features and modules at any time. In the event of any conflict between feature descriptions on the website and this Agreement, this Agreement prevails.
Material changes affecting core subscribed functionality will be communicated with reasonable advance notice as set out in Section 23 of this Agreement.
To access the Platform, you must register an account with accurate, current, and complete information. REM reserves the right to verify your identity and professional credentials, including RERA registration or equivalent licensing, before granting or continuing access.
You are solely responsible for maintaining the confidentiality of your login credentials. You must immediately notify REM at care@rem-app.com of any unauthorized access or suspected breach. REM shall not be liable for any loss arising from unauthorized use of your account resulting from your failure to maintain credential security.
Each Subscription Seat authorizes one (1) named individual user. The following are strictly prohibited:
Violation of Seat usage terms will result in immediate account suspension and may result in retroactive billing for actual usage at the applicable per-seat rate.
The Platform is intended exclusively for licensed real estate professionals, registered agencies, and property developers. Use by unlicensed individuals for real estate transactions in the UAE, or in any jurisdiction where such use is illegal, is prohibited and may be reported to relevant authorities.
Users are responsible for ensuring that all property listings, client records, inventory data, and other content submitted to the Platform is accurate, lawful, and does not infringe on third-party rights. Submission of false, misleading, or fraudulent property or pricing data is grounds for immediate termination.
REM offers multiple subscription tiers including individual agent plans and company-level plans. Current pricing is available at rem-app.com/pricing-plans. REM reserves the right to modify pricing with 30 days advance notice to existing subscribers.
Subscriptions are billed on a monthly or annual basis as selected during checkout. Annual subscriptions are billed upfront for the full year. Subscription fees are non-refundable except as expressly set out in Section 4.7.
Subscriptions automatically renew at the end of each billing cycle unless cancelled by the User at least 7 days prior to the renewal date. You authorize REM and its payment processor (Stripe) to charge your payment method on file at the applicable renewal rate. It is your responsibility to update payment details if your card changes.
REM accepts payments via credit card, debit card, and other methods made available through Stripe. By submitting payment, you represent and warrant that you are the authorized holder of the payment instrument used, that the payment instrument is not stolen, cloned, disputed, or otherwise unauthorized, and that all payment details provided are accurate and complete.
In the event of a failed payment, REM will attempt to collect payment up to 3 times over 7 days. Failure to resolve an outstanding payment will result in suspension of account access. Access will be restored only upon successful payment of all outstanding amounts.
Use of a stolen, fraudulent, cloned, or otherwise unauthorized payment instrument to purchase any REM subscription or service constitutes a criminal act. Upon detection or reasonable suspicion of fraudulent payment:
REM does not offer refunds as a standard policy. Exceptions are limited to demonstrable technical failure by REM rendering the service completely inaccessible for more than 72 consecutive hours, or billing errors resulting in duplicate charges. Refund requests must be submitted to care@rem-app.com within 14 days of the charge. Approved refunds are processed within 10–14 business days to the original payment method. Partial refunds for unused subscription periods are not provided.
All fees are exclusive of applicable taxes. UAE VAT at 5% (or the applicable rate at the time of billing) will be applied where required. It is the User's responsibility to comply with tax obligations in their jurisdiction.
By accessing the Platform, you agree that you will NOT:
All content, software, algorithms, databases, off-plan data, designs, logos, branding, and technology on the Platform are the exclusive intellectual property of REM App Portal LLC and Empire IT Services, protected under UAE Federal Law No. 38 of 2021 on Intellectual Property Rights and applicable international copyright law. Unauthorized use, reproduction, or distribution is strictly prohibited.
The off-plan project database, including all developer data, unit information, pricing, floor plans, and availability data compiled and maintained by REM, is proprietary to REM. Users are granted a limited, non-exclusive, non-transferable license to access this data solely for the purpose of servicing their own clients through the Platform. Any redistribution or commercial exploitation of this database outside the Platform is a material breach of this Agreement.
You retain ownership of all User Content you submit to the Platform. By submitting User Content, you grant REM a non-exclusive, worldwide, royalty-free license to store, process, and use such content solely for the purpose of delivering the Platform services. REM does not sell User Content to third parties.
Website designs, templates, and infrastructure provided under the Branded Website service are the intellectual property of REM until the subscription is active. Custom domain names and proprietary content provided by the User remain the User's property. Upon subscription termination, the website will be taken offline. The User is responsible for exporting any content they wish to retain before termination.
Any suggestions, ideas, or feature requests submitted to REM become the property of REM and may be incorporated into the Platform without obligation or compensation to the submitting User.
REM processes personal data in compliance with UAE Federal Decree-Law No. 45 of 2021 on the Protection of Personal Data (PDPL) and all applicable data protection regulations. Our Privacy Policy, available at rem-app.com/privacy-policy, forms part of this Agreement.
In operating the Platform, REM collects and processes the following categories of data:
The Platform is hosted on AWS (Amazon Web Services) infrastructure with end-to-end encryption for lead and client data at rest and in transit, secure HTTPS connections enforced across all web and API endpoints, access controls and role-based permissions limiting data exposure within teams, and regular security reviews and infrastructure monitoring. No system is 100% secure. REM shall notify affected Users of any data breach in compliance with UAE PDPL requirements.
REM's engineering and operations team in Faisalabad, Pakistan may access Platform data for the purposes of product development, support, and operations. By accepting this Agreement, you consent to such cross-border processing. Appropriate technical and organizational safeguards are in place to protect data accessed by personnel in Pakistan.
User Content and account data is retained for the duration of the active subscription and for 90 days following termination, after which it will be permanently deleted. Users may request data export within the 90-day window by contacting care@rem-app.com. REM retains billing records and transaction logs for a minimum of 5 years as required under UAE commercial law.
When you enable integrations with Bayut, Dubizzle, Property Finder, Facebook, Google, or other third-party services, data may flow between REM and those services per their respective privacy policies. REM is not responsible for the data practices of third-party platforms. REM does not sell User data to third parties for marketing purposes.
Lead and listing data pulled from Bayut and Dubizzle via API is subject to the terms of service of those platforms. REM facilitates this data flow but does not guarantee the completeness or accuracy of data received from third-party portals. Users must maintain their own valid agreements with these portals independently of their REM subscription.
Users who provide API keys, access tokens, or portal credentials to enable integrations do so at their own risk. REM will store such credentials in encrypted form and will not share them with third parties. Users are responsible for the security of their portal accounts.
All property listings published via REM to third-party portals must comply with the respective portal's listing standards, Trakheesi/RERA permit requirements, and UAE regulatory guidelines. REM is not responsible for listings rejected or removed by portals for non-compliance.
REM maintains the off-plan database with daily updates sourced from developer data, launch events, and internal research. However:
You may cancel your subscription at any time through your account settings or by contacting care@rem-app.com. Cancellation takes effect at the end of the current billing period. No refund is issued for the remaining period.
REM may suspend or terminate your account immediately, without prior notice or liability, if you breach any provision of this Agreement, fail to pay any outstanding subscription fees, provide false information during registration, use the Platform in a manner that causes harm to REM or other users, or are found to be unlicensed to practice real estate in the UAE.
REM reserves the right to immediately suspend or permanently terminate any account, without prior notice, warning, or liability, if the account holder is involved in or reasonably suspected of any of the following:
Upon such termination: (a) all access is revoked immediately; (b) no refund, partial credit, or compensation will be issued; (c) REM reserves the right to report the matter to UAE authorities, Stripe, and relevant financial institutions; (d) all outstanding amounts remain recoverable through legal proceedings.
Upon termination: (a) your right to access the Platform ceases immediately; (b) User Content will be retained for 90 days then deleted; (c) any Branded Website will be taken offline; (d) all unpaid fees become immediately due and payable.
THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. TO THE MAXIMUM EXTENT PERMITTED BY UAE LAW, REM DISCLAIMS ALL WARRANTIES INCLUDING BUT NOT LIMITED TO:
REM does not guarantee specific outcomes in terms of deal closings, lead conversion, revenue generation, or matchmaking accuracy. All AI-powered features are probabilistic tools and not guarantees of business outcomes.
To the maximum extent permitted by applicable UAE law, neither REM App Portal LLC nor Empire IT Services shall be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to:
REM's maximum aggregate liability to any User for any claim arising under or in connection with this Agreement shall not exceed the total fees paid by that User in the 3 months immediately preceding the event giving rise to the claim. Nothing in this Agreement limits liability for death, personal injury, or fraud caused by REM's gross negligence or willful misconduct.
You agree to indemnify, defend, and hold harmless REM App Portal LLC, Empire IT Services, their directors, officers, employees, and agents from and against any claims, damages, losses, liabilities, costs, and expenses (including legal fees) arising from:
Each active subscription includes one (1) complimentary onboarding training session for the Client's team, conducted remotely by the REM team. This session covers core platform features relevant to the subscribed plan.
Any additional training sessions beyond the included complimentary session are subject to separate charges. Costs will be communicated and agreed upon in writing before the session is scheduled.
Ongoing remote support is available at no additional cost and includes access to online documentation and resources, email support via care@rem-app.com, and general guidance on platform usage. Support is available during business hours (9:00 AM to 6:00 PM UAE time, Monday to Friday).
Support does not include: custom development or configuration outside the standard platform; troubleshooting of third-party tools or integrations not managed by REM; issues caused by modifications made by the Client to REM-provided code, plugins, or website installations.
The following terms apply to all website services provided by REM, including the REM Managed Website, WordPress Website, and REM Premium AI Website.
After project onboarding is confirmed, the Client must provide all required materials (theme selection, colour scheme, content, logo, branding guidelines, and specific feature requirements) within 2 business days. If the Client fails to provide requirements within this window, the project will be placed On Hold after 3 business days. Projects on hold will only resume based on the availability of the development team and do not guarantee a revised delivery date.
All timelines commence from the date the Client's requirements are fully received and confirmed, not from the contract or payment date.
The Client has 4 working days to review the initial website design and functionality. During this period, the Client may submit feedback for enhancements or modifications within the agreed scope. All feedback must be communicated during business hours (9:00 AM to 5:00 PM). Failure to submit feedback within the review window will be treated as acceptance of the current deliverable.
The Client must provide domain registrar access or DNS details to allow REM to configure DNS settings. Alternatively, the Client may update their own DNS using server details provided by REM. The Client is responsible for any delays caused by domain provider restrictions or incorrect DNS configuration. Email configuration requirements, if any, must be provided during the go-live phase.
Any new features, design changes, or functionality requested after the website goes live will incur additional charges. All post-go-live modifications require prior written approval from REM's management. Costs and timelines will be confirmed before execution begins.
The live website may experience temporary downtime during modifications, updates, or maintenance. The website will be restored after successful testing of applied changes. An active REM App subscription is required to maintain REM-powered features and off-plan data on the website. WordPress websites will remain online but off-plan data will not be available without an active REM subscription.
Once admin credentials are delivered to the Client, REM's responsibility for issues arising from changes made using those credentials ends. The Client is solely responsible for the security and appropriate use of all delivered credentials.
REM provides a WordPress Plugin enabling display of off-plan real estate project data on the Client's WordPress website. The Plugin is licensed exclusively to the subscribing Client and may not be redistributed, resold, or shared with third parties under any circumstances.
REM offers two installation arrangements: (a) Managed Installation — REM installs and activates the Plugin on the Client's WordPress site. The Client must provide WordPress admin credentials exclusively via support@rem-app.com. This service is included where contracted. (b) Self-Installation — The Client installs the Plugin using REM's written documentation. REM does not provide troubleshooting for self-installations unless separately contracted.
The Client is solely responsible for ensuring their WordPress version, theme, hosting environment, and third-party plugins are compatible with the REM Plugin. REM is not responsible for conflicts with third-party themes, hosting configurations, or other installed plugins.
The Plugin requires a valid REM API key to function. The Client must not remove, modify, or expose the API key. Unauthorized use or exposure of API keys may result in immediate service suspension without refund.
All project data displayed via the Plugin is managed and maintained by REM. The Client may choose which data to display but is solely responsible for ensuring the displayed content complies with applicable legal, regulatory, and advertising standards. REM is not liable for any content-related disputes, compliance violations, or legal claims arising from how the Client uses or displays Plugin data.
If the Client modifies the Plugin code, all modifications are at the Client's own risk. REM is not obligated to provide support for issues caused by such modifications.
The Sales Funnel enables integration of the Client's WhatsApp Business API account with REM CRM for bulk messaging, campaign management, and lead communication directly from the platform.
REM does not charge for WhatsApp messages sent via the Sales Funnel. All messaging costs are billed directly by Meta (WhatsApp Business Platform) to the Client. The Client is solely responsible for creating and maintaining their WhatsApp Business API account, managing Meta API credentials, and all costs and billing imposed by Meta or its authorized Business Solution Providers.
The Client must ensure all messages sent via the Sales Funnel comply with Meta's Commerce and Messaging Policies. Prohibited uses include spam, unsolicited messages, fraud, adult content, illegal services, or any content violating UAE law. The Client is responsible for obtaining legally required consents from contacts before initiating WhatsApp communications.
REM is not responsible for account blocks, restrictions, or bans imposed by Meta on the Client's WhatsApp account, interruptions in WhatsApp connectivity due to Meta API changes or outages, or the content of messages sent by the Client through the Sales Funnel. REM provides the software integration layer only and has no control over Meta's enforcement actions.
REM's AI Chatbot service covers the technical setup and initial configuration of an AI-powered chatbot using third-party AI services (OpenAI, Google Gemini, or equivalent). REM does not provide AI usage credits, API keys, or pay for any AI-related consumption costs.
The Client must provide all API keys required for the AI service (OpenAI, Google Gemini, or other). All usage billing, rate limits, suspensions, and terminations by third-party AI providers are solely the Client's responsibility. REM has no control over third-party AI service pricing or availability changes.
Where the AI Chatbot is configured on a WhatsApp number, the Client acknowledges that AI bot integrations of this nature are not officially supported by Meta or WhatsApp. By proceeding with this service, the Client explicitly accepts all associated risks, including:
REM shall not be held liable under any circumstances for WhatsApp account suspension, limitation, ban, or data loss resulting from use of this service.
REM's responsibility is strictly limited to initial setup and configuration. REM does not provide ongoing monitoring, moderation, retraining, or management of AI conversations. REM does not guarantee accuracy, reliability, lead generation outcomes, or uninterrupted operation of the AI Chatbot.
The AI Chatbot must not be used for illegal activities, spam, harassment, fraud, misleading information, or any activity prohibited under UAE law. The Chatbot must not be used to provide legal, medical, financial, or investment advice without explicit legal authorization.
Fees charged by REM for the AI Chatbot service cover setup and configuration only. These fees are non-refundable once the setup process has commenced, regardless of whether the Chatbot achieves the Client's desired performance outcomes.
The Client agrees to indemnify and hold REM harmless from any claims, penalties, losses, or damages arising from the use of the AI Chatbot, violation of Meta policies, or breach of applicable UAE laws in connection with this service.
The White-Label Off-Plan Portal allows the Client to access REM's off-plan portal under the Client's own domain or subdomain, with the Client's logo displayed in supported areas after login. This is a domain-mapped view of REM's existing portal system. It is not a separately deployed or exclusively dedicated system for the Client.
To enable the white-label portal, the Client must point their domain or subdomain to REM's system using CNAME or A records as provided by REM. The Client is solely responsible for applying DNS changes with their domain registrar. REM is not responsible for delays caused by incorrect DNS configuration, domain propagation times, expired domains, or DNS provider restrictions. SSL activation is contingent on successful DNS verification.
White-label branding is limited to logo display in designated supported areas only. Not included: full UI redesign, layout customization, feature additions, workflow changes, or removal of REM system elements. The Client must provide branding assets in the required format (PNG or SVG). REM is not responsible for display issues caused by incorrect or low-quality assets submitted by the Client.
The Client has access to developers, projects, and inventory data available within the REM Off-Plan Portal. This is shared system data. Access does not grant the Client ownership, exclusivity, resale rights, or any redistribution rights over data accessed through the white-label portal.
REM will not provide source code, repositories, development files, server panels, database access, backend APIs, or internal administrative tools under this service under any circumstance. All hosting, security, infrastructure, and technical controls remain exclusively managed by REM.
Upon subscription termination or non-payment, the white-label domain mapping will be disabled by REM. Following termination, the Client is responsible for removing DNS records pointing to REM's systems. REM is not responsible for any continued domain routing resulting from the Client's failure to update their DNS configuration.
The REM API provides access to off-plan real estate project data for integration into Client websites and applications. The API serves basic project display information only. CRM data, analytics, detailed financial records, or extended project metadata are not included in the API offering.
Each Client receives a unique API key. The Client must keep their API key secure and must not share it publicly or with unauthorized users. Detection of unauthorized use or abuse will result in immediate API access suspension without refund.
API requests are subject to fair usage limits defined by REM. Exceeding request quotas may result in throttling or temporary suspension. REM will make reasonable efforts to maintain API uptime but does not guarantee uninterrupted availability.
All API data is served as-is and maintained by REM. The Client is responsible for reviewing which project data to display and ensuring compliance with applicable legal and regulatory requirements. REM is not liable for disputes, compliance violations, or legal claims arising from how the Client uses or displays API data.
All data, content, records, leads, client information, files, and any other information uploaded to or generated by the Customer through the REM Platform remains the exclusive property of the Customer at all times. REM's license to process this data is limited strictly to delivering the Platform services and does not constitute any ownership claim by REM.
The Customer has the right to access, export, and download their data at any time during the active subscription period using system-provided export tools. Where system-level export is not available for specific data types, the Customer may submit a written export request to care@rem-app.com.
Upon termination or expiration of the Customer's subscription for any reason, REM will retain Customer data for a period of fifteen (15) calendar days from the subscription end date. During this 15-day window, the Customer may request a complete export of their data, which REM will provide in a standard machine-readable format. REM will not restrict or condition data export during this period, provided all outstanding dues have been settled in full.
Upon expiration of the 15-day retention period, REM will permanently delete all Customer data from its systems, servers, and backups. REM retains billing records and transaction logs for a minimum of 5 years as required under UAE commercial law. This obligation survives termination of this Agreement.
REM targets a platform uptime of 99% per calendar month, measured on core CRM and off-plan access features, excluding scheduled maintenance windows. Scheduled maintenance will be communicated with a minimum of 24 hours advance notice where possible.
REM is not liable for downtime caused by AWS infrastructure failures, Cloudflare CDN outages, third-party portal API unavailability, or force majeure events.
Off-plan data is updated daily during working hours. Data reflecting developer launches or inventory changes outside REM's update cycle may not appear immediately.
REM reserves the right to:
Material changes to this Agreement will be communicated via email to the registered account address with a minimum of 30 days notice before they take effect. Such modifications shall not apply retroactively. Continued use of the Platform after the effective date constitutes acceptance of the updated terms. If you do not accept the updated terms, you must cancel your subscription before the effective date.
Each party agrees to keep confidential all non-public information received from the other party in connection with this Agreement, including pricing data, off-plan developer terms, technical architecture, and business operations. Confidentiality obligations survive termination of this Agreement for a period of 3 years. Confidential information may be disclosed if required by UAE law or court order, provided the disclosing party gives reasonable prior notice where legally permissible.
This Agreement shall be governed by and construed in accordance with the laws of the United Arab Emirates, specifically the laws of the Emirate of Dubai.
In the event of any dispute arising from or related to this Agreement, the parties agree to first attempt resolution through good-faith negotiation for a period of 30 days from written notice of the dispute.
If the dispute is not resolved through negotiation, both parties submit to the exclusive jurisdiction of the courts of Dubai, United Arab Emirates. REM reserves the right to seek injunctive or other equitable relief in any court of competent jurisdiction to protect its intellectual property or confidential information.
REM shall not be liable for any failure or delay in performance caused by circumstances beyond its reasonable control, including but not limited to acts of God, war, civil unrest, government actions, natural disasters, pandemics, internet infrastructure failures, AWS or Cloudflare outages, or UAE regulatory changes affecting the real estate or technology sectors.
RealtorsIn is a professional networking platform operated by Empire IT Services and made available to REM subscribers. The following additional terms apply:
This Agreement, together with the Privacy Policy and any applicable Order Form or Subscription Confirmation, constitutes the entire agreement between the parties relating to the Platform and supersedes all prior agreements, representations, or understandings.
If any provision of this Agreement is found to be unenforceable or invalid by a court of competent jurisdiction, the remaining provisions shall continue in full force and effect.
Failure by REM to enforce any provision of this Agreement shall not constitute a waiver of REM's right to enforce that provision in the future.
You may not assign or transfer your rights under this Agreement without REM's prior written consent. REM may assign its rights and obligations under this Agreement in connection with a merger, acquisition, or sale of assets.
This Agreement is executed in the English language. In case of any conflict between an English version and any translated version, the English version shall prevail.
All legal notices to REM must be sent in writing to care@rem-app.com or to the registered business address of REM App Portal LLC in Dubai, UAE. REM will communicate with Users via the email address registered on their account.