Terms of service

These terms are an agreement between Calden (“we”), and the property management company that signs up for or orders Calden (“you”). The person who accepts them confirms they may bind that company.

An order form or pilot agreement signed by both of us forms part of this agreement and wins where it differs from these terms. Our Data processing addendum also forms part of it.

Calden coordinates maintenance at the residential properties you manage. On your behalf it answers tenants by text and phone, contacts your own vendors and the property owners, asks for approvals under your rules, and keeps a record of every job in a web console for your team.

Calden is not an emergency service. When a report suggests a risk to life, such as a gas smell or a fire, it tells the tenant to leave and call 911 or the utility and alerts your on-call contact. It does not replace emergency services or your own on-call arrangements.

Some features are marked beta, including the connections to property management software. They may change and are provided as they are. We may improve and change the service; we will not materially reduce what you have ordered during a paid term.

Your team signs in with a link sent to their work email; there are no passwords. You decide who is invited and what each person may do, you keep the email accounts used to sign in secure, and you tell us promptly at hello@getcalden.com if you think someone has signed in who should not have. Everyone you invite must be 18 or older and working for you.

You decide who Calden contacts and how: your vendor list, your spending limit, your quiet hours, when an owner must approve, and who is called when a person is needed. Calden follows those rules, and it contacts nobody outside your team about a job until you go live.

You are responsible for:

• having the right to give us the names and contact details of your tenants, owners, vendors and staff;
• having any consent the law requires (including the Telephone Consumer Protection Act and state law) before Calden texts or calls someone for you, and recording it truthfully when you mark consent in the console, for example a lease clause;
• the accuracy of the rules and information you give us; and
• following the landlord-tenant, fair housing and other laws that apply to your business, and your agreements with owners and vendors.

The service helps: owners and vendors are asked to opt in by text before they are contacted about a job, a reply of STOP is always honoured, and every call opens by saying it is an AI and that the call is recorded.

Calden uses AI models to read reports, write messages, decide next steps and hold phone calls. AI can misunderstand, mishear or get things wrong, including the urgency of a problem.

Some rules are enforced by our code and not left to the AI: consent, quiet hours, contact limits, the life-safety response, and money. Calden never approves spending above your not-to-exceed amount; an estimate above it goes to the owner or to a person on your team, as your rules say.

Your team can see every job and take one over at any time, and you remain responsible for decisions about your properties. Calden does not give legal, safety or repair advice, does not perform or guarantee repairs, and does not vet vendors beyond the requirements you set and the documents vendors provide. Each vendor is responsible for its own work.

You will not use Calden, or let anyone else use it, to:

• contact anyone without a consent the law requires, or send marketing, collections or anything other than maintenance coordination;
• send unlawful, harassing, threatening or discriminatory messages, or give instructions that treat people differently because of a protected characteristic;
• give us information you have no right to share, or sensitive information the service does not need, such as Social Security numbers, bank details or health records;
• break or probe the service’s security, overload it, copy or resell it, or reverse engineer it except where the law allows.

We may suspend use that breaks these rules or puts people at risk. We will tell you first where we reasonably can.

Fees are those in your order or pilot agreement. A pilot is free of charge unless your order says otherwise. Prices on our website are a guide; your order is what applies. Fees do not include taxes, which you pay except for taxes on our income. We invoice you as your order says; the service does not take payment details.

You own your data: what you, your team and the people we contact for you give the service, and the records it keeps for you (messages, call recordings and transcripts, job records). You let us use it only to provide, secure and support the service for you, as the Data processing addendum describes. We do not sell it, and we do not use it to train AI models.

We may use measurements of how the service performs, such as counts of jobs and errors, that identify neither you nor any person. If you send us suggestions, we may use them without owing you anything.

Owners and admins can download job lists and reports as CSV from the console, and we will export the rest on request. How we handle personal information is in our Privacy policy.

Each of us will keep the other’s non-public information confidential, use it only for this agreement, and share it only with people who need it and are bound to keep it confidential. This does not cover information that is public, already known, independently developed or rightfully received from someone else. If the law requires disclosure, the party required will give notice first where allowed.

We own Calden, its software and its content. While this agreement lasts you may use the service for your business; no other right is granted.

We will provide the service with reasonable skill and care. Each of us confirms it has the right to enter into this agreement.

Apart from that, the service is provided as it is. To the extent the law allows, we make no other promise, express or implied, including that the service will be uninterrupted or error free, that AI output will be accurate, or that every text, call or email will be delivered: delivery depends on carriers and other providers.

Neither of us is liable for indirect, incidental, special or consequential losses, or for lost profits, revenue or data, even if warned of them. Each party’s total liability under this agreement is limited to the greater of the fees you paid in the 12 months before the claim and $100.

These limits do not apply to your obligation to pay fees, to the indemnities below, to fraud or wilful misconduct, or where the law does not allow them.

We will defend you against a third-party claim that the service infringes their intellectual property, and pay what a court awards or we agree to settle. You will do the same for us against a claim arising from your data, your instructions, or a text or call made for you without a consent you were responsible for obtaining. The party defended must tell the other promptly and let it control the defence.

This agreement lasts for the term in your order. A pilot ends on its end date unless we agree to continue. Either of us may end it if the other materially breaks it and does not fix the breach within 30 days of notice.

When it ends, your access stops. You may ask for an export within 30 days; after that we delete your data within 30 days, as the Data processing addendum says. Sections on data, confidentiality, liability, indemnity and the general terms continue.

We may update these terms. We will email you 30 days before a material change takes effect; if you do not accept it, you may end the agreement before then without penalty. The date at the top shows the current version.

These terms are governed by the laws of the state in which Calden is organized, without regard to its conflict-of-laws rules, and disputes go to the state and federal courts of that state.

Neither of us is responsible for delays caused by events beyond reasonable control. Neither of us may assign this agreement without the other’s consent, except to a successor of its business. If a part is unenforceable, the rest stands. Not enforcing a term is not a waiver. This agreement is the whole agreement between us about Calden.

Notices go to hello@getcalden.com for us, and to the email address on your account for you.