Terms of Use

1. Acceptance of terms

By creating an account, accessing the admin panel, the resident portal/app, or placing a call through the visitor call pad, you agree to these Terms of Use and our Privacy Policy. If you don't agree, don't use the service.

2. Description of the service

Nelum is a digital intercom system for condominiums, residential buildings, hotels and similar properties, made up of: an admin panel for property managers and front-desk staff; a web portal and mobile app for residents to answer calls and manage their access; and a visitor call pad accessed via QR code, which routes calls to the corresponding unit.

3. User accounts

Staff and resident accounts are created by invitation from an organization already registered on Nelum, or via a property QR code. You are responsible for keeping your login credentials confidential and for all activity under your account. You must provide accurate, complete, and current information when registering.

4. Roles, permissions, and organizations

Nelum operates on a multi-tenant model: each property and its users belong to an isolated organization within the system. Access to features is governed by the roles and permissions assigned by that organization's administrators. We are not responsible for how an organization configures or assigns permissions to its own users.

5. Acceptable use

When using Nelum, you agree not to:

• ·Use the service for unlawful or unauthorized purposes;
• ·Attempt to gain unauthorized access to accounts, units, organizations, or third-party systems;
• ·Interfere with the operation of the calling or notification systems, including deliberate overload (call spam) or abuse of the visitor call pad;
• ·Use visitor QR codes for any purpose other than legitimate access to the corresponding property;
• ·Submit offensive, unlawful content, or content that infringes third-party rights, through messages, display names, or other system fields;
• ·Attempt to reverse engineer, copy, or commercially exploit Nelum's software outside the service's intended use.

6. Calls and real-time communication

Audio and video calls are delivered through third-party infrastructure (GetStream) and depend on each party's internet connection quality. Nelum does not record call content; we store only metadata (time, duration, origin, status) for operational and audit purposes.

Important notice: Nelum is not an emergency system. It does not replace direct contact with emergency services (police, fire, ambulance). In an emergency, contact the relevant authorities directly.

7. QR codes and visitor sessions

Access QR codes are generated and managed by each property's administration, which sets their validity period and can revoke them at any time. The property is responsible for controlling the distribution and proper use of its QR codes; Nelum only provides the underlying technical infrastructure.

8. Service availability

We use commercially reasonable efforts to keep the service available, but we do not guarantee uninterrupted or error-free operation. There may be periods of scheduled maintenance or unavailability caused by factors outside our control, including failures of third-party providers (such as internet connectivity or calling infrastructure).

9. Intellectual property

The software, the Nelum brand, logo, and all content on the website and apps are owned by R.P. Desenvolvimento de Software LTDA. or its licensors, and are protected by intellectual property laws. Nothing in these terms grants you any right to those properties beyond the limited right to use the service as described here.

10. Plans and contracting

A property's access to Nelum is typically made available under a specific commercial agreement between the contracting organization and Nelum, which may include additional terms regarding plan, pricing, and service level. In case of conflict between that agreement and these Terms of Use, the specific agreement prevails as to commercial terms.

11. Suspension and termination

We may suspend or terminate an account's or organization's access for violating these terms, misusing the service, or at the request of the responsible organization. An organization may end its relationship with Nelum at any time, subject to the applicable commercial agreement. After termination, data may be retained for the period necessary to comply with legal obligations, as described in our Privacy Policy.

12. Disclaimer of warranties

The service is provided "as is" and "as available", without warranties of any kind, express or implied, including fitness for a particular purpose or uninterrupted operation. Nelum is not a substitute for physical security, access control, or emergency systems — it is a communication tool that supports front desk staff, residents, and visitors.

13. Limitation of liability

To the maximum extent permitted by applicable law, Nelum will not be liable for indirect, incidental, consequential damages, or lost profits arising from use of or inability to use the service, including call failures, delayed notifications, or temporary unavailability, except in cases of willful misconduct or gross negligence.

14. International use

Nelum may be contracted by properties and used by users outside Brazil. By using the service internationally, you acknowledge that data may be processed and transferred as described in our Privacy Policy, and that these Terms are governed, to the extent applicable, by the law specified in section 16 below, without prejudice to any rights that local law applicable to you may grant.

15. Changes to these terms

We may update these Terms periodically. The "last updated" date at the top of this page indicates the current version. Material changes will be communicated by email or an in-product notice. Continued use of the service after a change constitutes acceptance of the new terms.

16. Governing law

These Terms are governed by the laws of the Federative Republic of Brazil. Any disputes will be submitted to the courts of the domicile of R.P. Desenvolvimento de Software LTDA., unless otherwise stated in a specific commercial agreement between the parties.

17. Contact

Questions about these Terms of Use can be sent to contact@nelum.pro.