Terms of Service — Padlife

Version terms-2026-09-23 · Effective [[date]]

Padlife is part of the Svello ecosystem and is provided by Svello ([[Svello legal entity name]], company no. [[ ]], registered office [[address]]) and, in each country where Padlife operates, the local Svello operating company ([[Svello Qatar entity]] · [[Svello UAE entity]]) ("Svello", "we"). These terms are a contract between you and the Svello company for your country. The Master Terms apply to everyone. A Schedule applies depending on how you use Padlife:

If a Schedule conflicts with the Master Terms, the Schedule wins for that use.

---

Master Terms

1. What Padlife is — and is not

Padlife is software for running and living in residential buildings. We are not your landlord, letting agent, owners' association manager, security company, payment institution, bank, or legal, financial or tax adviser. Buildings are run by their management companies; money moves through licensed payment providers; emergencies are handled by the emergency services.

2. Eligibility and your account

You must be 18 or over and able to enter contracts. Your building's management company decides who may join its building. Keep your credentials secret; tell us at once about any unauthorised use. One person per account. We may refuse, suspend or close accounts under section 7.

3. Acceptable use

You agree to the Acceptable Use Policy. In short: be honest, be lawful, respect your neighbours' privacy, no harassment, no fraud, no illegal content, no scraping or reverse-engineering, no interference with the service.

4. Your content

You own what you post. You give us a worldwide, non-exclusive licence to host, display, adapt (for formatting) and back it up, so we can run Padlife and show it to the people in your building it is meant for. You confirm you have the right to post it (including photos of others). We may remove content that breaks these terms or the law.

5. Privacy

Our Privacy Policy explains how Padlife uses personal data. Where you give us data about other people (visitors, incident reports), you are responsible for having the right to do so.

6. Fees and payments

Padlife is free for residents and security officers. Business fees are in Schedule B. Rent and service charges are paid through licensed payment providers under their own terms; we do not hold your money. Fees are stated inclusive of VAT or equivalent taxes where applicable.

7. Safety, moderation, suspension and appeals

We review reports of harmful or illegal content and act proportionately: remove content, warn, suspend (7 or 30 days) or ban. We tell you why (unless the law prevents it) and you may appeal within 14 days from Settings → Privacy & legal or at [[safety@svello.co.uk]]; a different reviewer decides within 14 days. We may report serious illegal content to the authorities and preserve evidence. Our online-safety duties are described in the AUP.

8. Availability and changes

We aim for high availability but do not guarantee uninterrupted service. We may change features; we give at least 14 days' notice of material changes to these terms and, where required, ask you to accept them. If you don't accept, you may close your account.

9. Intellectual property

Padlife, Svello, their brands and software are ours or our licensors'. You may use them only as these terms allow.

10. Liability

Nothing limits liability for death or personal injury caused by negligence, fraud, or anything that cannot be limited by law. Consumers: you have statutory rights that these terms do not reduce; we are liable for foreseeable loss caused by our breach or negligence, but not for losses caused by your landlord or management company, other users' conduct, or third-party providers. Businesses: our total liability in any 12 months is limited to the fees you paid us in that period (or £1,000 if none); we exclude indirect and consequential loss.

11. Ending the relationship

You can close your account at any time in Settings → Privacy & legal (data handling per the Privacy Policy). Your management company may end your access when your tenancy or ownership ends. We may end these terms on 30 days' notice, or immediately for serious breach.

12. Complaints and disputes

Complaints: [[support@svello.co.uk]] (service) · [[privacy@svello.co.uk]] (data) · [[safety@svello.co.uk]] (content). We respond within 30 days.

• Qatar consumers: the laws of Qatar and the courts of Qatar; you may also contact the Consumer Protection Department of the Ministry of Commerce and Industry. An Arabic version of these terms is available [[at … / on request]] and prevails for Qatar consumers in case of conflict.
• UAE consumers: UAE law; courts of [[emirate]]; the Consumer Protection Department of the Ministry of Economy. An Arabic version is available on request and prevails for UAE consumers in case of conflict.
• UK consumers: English law; courts of England and Wales (or your home nation).
• Businesses: English law and exclusive jurisdiction of the English courts unless Schedule B says otherwise.

13. General

Entire agreement; severability; no waiver; we may transfer these terms to another Svello company or a successor; notices by email to your account address or in the app.

---

Schedule A — Residents, owners and tenants

1. Your building's management company decides who can join and is the controller of building data (Privacy Policy §10). Your access can be changed or ended by the management company when your tenancy or ownership changes.
2. Rent and service charges shown in the app come from your management company or owner. Payments go to the owner or manager through a licensed payment provider [[name]]; in Dubai, service charges are paid through Mollak. Payment terms, receipts, refunds and disputes follow the provider's process and your tenancy or ownership agreement.
3. Your lease. Your tenancy is governed by your agreement and local law — in Qatar, the property leasing law and lease registration rules; in the UAE, Ejari / Tawtheeq registration and the rental rules of your emirate; in England, the Renters' Rights Act 2025 and the Tenant Fees Act 2019. The app shows notices (for example a proposed rent increase) but does not replace legal notices or advice, and you will not be charged fees the law prohibits through the app.
4. Visitor passes, parcels and access. You are responsible for visitors you invite and for keeping keys, PINs and QR codes private; visitors' details are recorded for building security.
5. Community. Content is visible to your building's residents and managers. Reviews must be honest and about your own experience; fake or incentivised reviews are prohibited.
6. SOS alerts building security; it does not replace emergency services — call 999 (Qatar), 999 / 112 (UAE) or 999 (UK). Misuse may lead to suspension.
7. Incidents you report may be shared with the management company and, where required, the police.

Schedule B — Management companies, owners' association managers, developers and landlords (business terms and Data Processing Agreement)

Part A — Service

1. Subscription and fees. [[plan, per-unit or per-building pricing, billing, VAT]]; platform fee on rent collection: 3 % of rent settled, charged to the owner/manager side (never to tenants in England). 30 days' notice of changes.
2. Your obligations. Keep your licences and registrations current for each market you operate in (for example the RERA owners' association manager licence in Dubai; client money protection and redress scheme membership in England where you handle client money; [[Qatar licensing requirement]]); ensure tenancy data, notices and fees comply with local law; give residents your own privacy notice (the app displays your contact and notice link); moderate your building's community reasonably and act on reports.
3. Users you create. You are responsible for staff accounts (managers, security officers) you provision, including telling officers about the recording of shifts and patrols, choosing your company administrators, and removing leavers the same day.
4. Payments. Funds move between residents and you or owners via [[PSP]] under its merchant terms; you complete its KYC; payout timing per the provider; we keep records but hold no client money. Dubai service charges flow only through Mollak.
5. Support access. With your consent given here, Svello support staff may temporarily access your dashboard to resolve issues; each access needs a case reference, lasts 30 minutes, is logged and is notified to you.
6. Data return and deletion. On termination we provide an export within 30 days and delete your building data within 90 days, except records we must keep by law (Privacy Policy §4).
7. Liability per Master Terms §10 (business); you indemnify us against claims arising from your unlawful instructions or content.

Part B — Data Processing Agreement (UK GDPR Art. 28 · Qatar PDPPL · UAE PDPL Art. 7–8)

1. Roles. You are the controller of building data (resident roster, units, tenancies, tickets, bookings, visitors, parcels, access logs, patrols, incidents, community content in your buildings, payment status). Svello is your processor for that data and an independent controller for user accounts, platform security, our payment records and our legal obligations.
2. Instructions. We process only to provide the service, per your configuration and these terms, and as required by law (we tell you first unless prohibited).
3. Confidentiality & personnel. Staff bound by confidentiality; access on need-to-know, with approval and logging for sensitive records.
4. Security. Encryption in transit and at rest, role-based access, MFA for privileged users including your company administrators, tamper-evident logging, backups, tested incident response, annual testing.
5. Sub-processors. Listed in the Privacy Policy §2, including other Svello companies; we notify changes 30 days in advance; you may object on reasonable grounds; we remain liable for them.
6. Assistance. We help you respond to rights requests (forwarded within 5 days), impact assessments and regulator enquiries; self-service export tools are provided.
7. Breach notification. Without undue delay and within 24 hours of confirming a personal-data breach affecting your data, with the information you need to notify the ICO, Qatar's National Cyber Security Agency or the UAE Data Office.
8. Transfers. Data is stored in the UK; sub-processor transfers use the safeguards in Privacy Policy §3 and its Annexes; for Qatar and UAE controllers this DPA is the contractual mechanism for those transfers.
9. Audit. Annually, on 30 days' notice, via our security documentation, certifications and test summaries; on-site only where a regulator requires.
10. Retention & deletion. Per Privacy Policy §4 and Part A §6; deletion certified on request.
11. Purpose limits you accept. Access, visitor, parcel and patrol logs are for building security and safety only — not for behavioural profiling of residents; reading a building's access log needs a reason, a case reference and a company administrator's approval; incident data is shared with third parties only as the law allows; you display the gate and entrance notices we provide where visitor data is collected.

Schedule C — Security officers

1. Your account is created by your employer or the building's management company; they are responsible for your employment terms.
2. Shifts, clock-in/out, patrol scans and incidents you record are visible to your managers and kept as records (Privacy Policy §10).
3. Use the app only for your duties; do not share visitor or resident data outside the building's security team; report incidents factually.
4. SOS and incident tools support, and do not replace, emergency services and your employer's procedures.