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1. About these terms

1.1 These Pricing and Billing Terms explain how Propliyo is priced, billed and paid for. They are published by VortexWeb L.L.C-FZ, Meydan Free Zone, Dubai, United Arab Emirates, TRN 104559941000003 ("VortexWeb", "we" or "us"), and form part of the Agreement between VortexWeb and the Customer under the Terms of Service published at /legal/terms.

1.2 Words with capitals have the meaning given in the Terms of Service. In particular "Customer" means a brokerage or a Solo Agent with a Propliyo account, "Admin" means an Authorised User with administrator rights, "Plan" means the subscription plan the Customer is on, "Order" means a signed order form, "Liyo" means the assistant in the Service, "Unit" means one unit of Liyo usage, "Pack" means a one-time purchase of extra Units and "Trial" means the free trial in section 5.

1.3 Order of precedence: a signed Order, where it says it overrides these terms, then the Terms of Service, then the Data Processing Agreement, then the Liyo AI Addendum, then these Pricing and Billing Terms, then the Cancellation and Refund Policy, then the Acceptable Use Policy and the Support Policy.

1.4 The prices that apply to a Customer are those shown on the Propliyo pricing page at https://propliyo.com/pricing, in Plan and billing, or in the Customer's Order at the time of purchase. A price in an Order prevails over the published price for that Customer.

2. Plans

2.1 Plans are priced per brokerage, not per user. Prices are in UAE dirhams (AED) and before VAT.

2.2 Solo Agent is a free Plan for an agent working on their own. It has one user, does not publish to Portals and does not receive Portal leads. An agent who signs up on their own starts on Solo Agent. A brokerage starts on a paid Plan or the Trial.

2.3 Every Plan includes pocket listings, projects, the CRM, Liyo Studio, events, brochures and the mortgage estimator. The features of each Plan are those shown on the pricing page and in Plan and billing at the time of purchase.

3. What a Plan includes and the caps

3.1 The user cap and the live listing cap of each Plan are enforced by the server.

3.2 A Customer at its user cap cannot invite or reactivate another user until it is under the cap or moves to a larger Plan.

3.3 A Customer at its live listing cap cannot publish another listing to a Portal until it is under the cap or moves to a larger Plan.

3.4 Reaching or exceeding a cap never deactivates a user and never unpublishes a live listing. The only effect is that new invites or new publishes wait.

3.5 A live listing is a listing in Live status in Propliyo or with an active Portal link. Drafts, pocket listings, stock inventory and unpublished listings do not count towards the cap.

4. Custom and Custom software

4.1 The Custom Plan is for brokerages with needs beyond Enterprise. Its price, users, Liyo allowance and any service levels are set in an Order.

4.2 Custom software is an unlisted Plan that VortexWeb assigns only to a Customer that has a separate software contract with VortexWeb. It is billed under that contract. Liyo is not included unless that contract says so, and the first cinematic reel is not free.

4.3 Neither Custom nor Custom software can be bought by self-serve checkout. Plan changes, cancellation and Packs on these Plans are handled under the Order or the contract.

5. Trial

5.1 A brokerage may take one Trial: 7 days of the Growth Plan. A Trial is available once per brokerage and is not available to a brokerage that has had any earlier subscription.

5.2 Card details are taken when the Trial starts. Nothing is charged during the Trial.

5.3 The Trial includes 20 Units in total. The free first cinematic reel is not available during the Trial.

5.4 About 2 days before the first charge, VortexWeb emails the brokerage's Admins to remind them that the Trial is ending.

5.5 When the Trial ends, the Growth Plan is charged monthly to the card on file unless an Admin cancels before the Trial ends. Cancelling during the Trial means no charge is made.

5.6 Solo Agent has no Trial because it is free.

6. Billing intervals

6.1 A paid Plan can be billed monthly, yearly or every two years, as the Customer chooses at checkout. Each charge is paid in advance for the interval.

6.2 Monthly billing charges the monthly price on the start date and on each monthly renewal.

6.3 Yearly billing charges the 1 year price, which is the price of 10 months for 12 months of service, on the start date and on each yearly renewal.

6.4 Two-year billing charges the 2 years price, paid in advance for 24 months, on the start date and on each renewal.

6.5 Each interval renews automatically for an interval of the same length unless the Customer cancels before the renewal date, as the Cancellation and Refund Policy (section 2 of the Terms page) explains.

7. Autopay and cards

7.1 Autopay is on when a card is on file. The Customer authorises VortexWeb and its payment provider to charge that card for each renewal, for Packs the Customer buys and for any upgrade proration.

7.2 An Admin can replace the card in Plan and billing at any time. The card cannot be removed while a paid Plan is active. To remove it, an Admin first cancels the Plan; the card can then be removed once the cancellation takes effect.

7.3 The Customer must keep its card valid and its billing contact current.

8. Invoices

8.1 VortexWeb issues an invoice for every charge. While VortexWeb is registered for VAT, each invoice is a tax invoice that states "Tax Invoice", shows VortexWeb's TRN 104559941000003, the Customer's details as the Customer entered them, the supply, the amount before VAT, the VAT amount and the total.

8.2 Invoices are available in Plan and billing and are emailed to the billing contact.

8.3 The Customer must enter its legal name, address and, if it is registered for VAT, its own TRN before a charge. VortexWeb may reissue an invoice to correct details where the law allows.

8.4 When the UAE electronic invoicing mandate applies to VortexWeb, VortexWeb may issue invoices through an accredited e-invoicing service provider. The Customer agrees to receive invoices in that form.

9. VAT

9.1 VAT is charged at 5 percent while VortexWeb is registered for VAT in the UAE, or at the rate in force on the date of supply if the rate changes.

9.2 All prices on the pricing page, in Plan and billing and in these terms are shown before VAT. VAT is calculated on the amount after any coupon.

10. Liyo Units, allowances and Packs

10.1 Units. Liyo usage is measured in Units. One Unit equals AED 1 of Liyo usage. Units are drawn from the Customer's balance when a Liyo feature runs.

10.2 Free layer. Liyo chat, the morning brief and listing checks are free within fair use, which is 30 Liyo chats per user a day.

10.3 Price list. Other Liyo features cost Units. Today a draft costs 1 Unit, a social pack 3, a standard reel 1, a voice-over 1, an explainer video 10 and a cinematic reel 18. The price list shown in Plan and billing when a run starts is the one that applies to that run. A change to the price list never changes the charge for a run that has already started.

10.4 First cinematic reel. The first cinematic reel is free on a paid listed Plan. It is not free on Solo Agent, on Custom software or during the Trial.

10.5 Monthly allowance. Each paid Plan includes the Liyo allowance per user a month shown in section 2. The allowance is issued each month and resets on the 1st of the next month (Dubai time).

10.6 Packs. A Customer may buy Packs of extra Units. Prices and bonus Units are as shown in Plan and billing at the time of purchase; today they are AED 99, AED 249 and AED 499, with 10 percent extra Units on the AED 499 Pack. A Pack is a one-time purchase and does not renew.

10.7 Validity and order of use. Every lot of Units, whether from an allowance, a Pack, the Trial or the Solo Agent welcome Units, expires 12 months after it was issued. Units are used from the oldest lot first. Expired Units are removed without refund.

10.8 Not money. Units are not money, e-money, a deposit or stored value. They have no cash value, cannot be exchanged for cash, cannot be transferred to another Customer and cannot be resold.

10.9 Solo Agent welcome Units. A Solo Agent receives 20 Units once at sign-up. Solo Agent has no monthly allowance and can buy Packs.

10.10 Own AI key. A brokerage that uses its own AI key pays its provider directly for that use. Units are not drawn for runs on its own key unless Plan and billing shows otherwise.

10.11 Corrections. VortexWeb may correct a Unit balance that is wrong because of an error, and may reverse Units obtained through misuse or a chargeback.

11. Coupons

11.1 VortexWeb may issue coupons. A coupon gives between 1 and 20 percent off the Plan price for the first 1 to 3 months of a subscription, as the coupon states.

11.2 Coupons apply only to monthly billing. They never apply to yearly or two-year billing, to Packs, or to VAT.

11.3 One coupon may be used per subscription. A coupon cannot be combined with another coupon, has no cash value and cannot be transferred.

11.4 If the Customer moves from monthly to yearly or two-year billing, the coupon ends. VortexWeb may cancel a coupon that was used in breach of these terms and charge the difference.

12. Founding price lock and retired per-seat plans

12.1 Some early Customers subscribed to per-seat Plans that are now retired, including the Essential and Business Plans. Those subscriptions continue at their locked seat price until their next renewal. At that renewal they move to the flat Plan VortexWeb tells the Customer about in advance (Essential to Starter and Business to Growth), at the flat price then in force.

12.2 Retired Plans cannot be chosen by new Customers or by Customers on another Plan.

12.3 There is no price lock on flat Plans. A flat Plan price may change only as section 15 allows.

13. Upgrades and downgrades

13.1 An Admin can change Plan or billing interval in Plan and billing.

13.2 An upgrade to a larger Plan takes effect at once. The payment provider prorates the difference for the rest of the current interval and charges it to the card on file.

13.3 A downgrade to a smaller Plan, or a move to a shorter billing interval, takes effect at the next renewal. The Customer keeps the current Plan until then.

13.4 A Plan change never unpublishes a live listing and never deactivates a user. A Customer over its new Plan's listing cap cannot publish more listings until it is under the cap, and a Customer over its new user cap cannot invite more users until it is under that cap, as section 3 explains. Features that the new Plan does not include, such as Reports or Keys, stop being available from the change.

14. Failed payments and read only

14.1 If a charge fails, the payment provider retries it and VortexWeb emails the Admins and shows a notice in the app.

14.2 If a charge is still unpaid 7 days after it was due, the account becomes read only. In read only:

• everyone can still sign in and see listings, leads and records;
• nothing is deleted;
• Portal leads keep arriving;
• live listings stay live;
• new publishes, edits and paid Liyo runs wait;
• Admins see Fix payment in Plan and billing.

14.3 Full access returns as soon as the payment goes through. VortexWeb may end the Agreement for non-payment as the Terms of Service allow, and the export and deletion rules in the Cancellation and Refund Policy then apply.

14.4 A Customer that disputes a charge should raise it with VortexWeb first (section 19) so it can be checked and, where due, refunded without a bank dispute.

15. Price changes

15.1 VortexWeb may change Plan prices, the Liyo allowance or the Pack prices. It gives at least 30 days' notice by email to Admins and in the app.

15.2 A price change takes effect at the Customer's next renewal after the notice period ends. VortexWeb never changes the price of an interval that has already been paid, and never changes a price in the middle of a term.

15.3 A Customer that does not accept a change may cancel before the renewal at which it applies. The Liyo price list is the exception, because it applies per run as section 10.3 explains; changes to it are shown in Plan and billing before they apply.

15.4 Where a change is required by law, such as a change in the VAT rate, it may apply from the date the law sets, with notice as soon as practicable.

16. Refunds

16.1 Refunds are governed by the Cancellation and Refund Policy (section 2 of the Terms page).

16.2 In short, VortexWeb refunds only (a) a charge made in error, charged twice or above the price shown at checkout, (b) a cancellation made in time, during the Trial or before renewal, that was still charged, (c) a defect in the Service that VortexWeb does not fix within 10 working days of a support ticket, and (d) any case where UAE law requires a refund. There is no refund for change of mind, unused days or unused Units. Refunds go to the original card within 10 working days of approval, including VAT. Enterprise and Custom refunds follow the Order.

16.3 Nothing in these terms limits a right that a consumer has under Federal Law No. 15 of 2020 on Consumer Protection and that cannot be excluded.

17. Payment provider

17.1 Card payments are processed by Stripe Payments Europe, Ltd. Card details are entered on Stripe's page and are held by Stripe; VortexWeb does not store full card numbers.

17.2 Cardholder data may be stored and processed outside the UAE under Stripe's terms. The Customer agrees to that.

17.3 Recurring charges follow Stripe's rules and the card network rules for recurring payments, including the authority the Customer gives at checkout.

17.4 The Customer bears any fee its own bank or card issuer charges, including foreign transaction fees.

18. Currency

18.1 All prices and charges are in UAE dirhams (AED) only. If the Customer's bank converts the payment from another currency, the Customer bears the conversion rate and any fee.

19. Disputes about an invoice

19.1 A Customer that disagrees with an invoice must raise it in writing to support@propliyo.com within 30 days of the invoice date, with the invoice number and the reason.

19.2 The Customer must pay any part of the invoice that is not disputed on time. VortexWeb will review the dispute and reply in writing. If VortexWeb agrees that an amount was wrong, it issues a credit note or a refund under section 16.

20. Customers outside the UAE

20.1 A Customer outside the UAE pays the prices in these terms in AED. Any withholding tax, local sales tax, duty or levy in the Customer's country is borne by the Customer.

20.2 If the Customer must withhold tax by law, it must increase the payment so that VortexWeb receives the full amount it would have received without the withholding.

21. Contact

21.1 Billing questions: support@propliyo.com. Legal notices: support@propliyo.com.