Terms of Service
Last updated: July 9, 2026
These Terms of Service ("Terms") govern your use of Pleno, strata council software built for British Columbia strata corporations and operated by [Legal entity name] ("Pleno," "we," "us," or "our"). By creating an account or using the service, you agree to these Terms. If you are agreeing on behalf of a strata corporation, you confirm you have the authority to bind that corporation. If you do not agree, do not use Pleno.
1. The service
Pleno is cloud-based software that helps a strata council manage and track its building's operations more independently. It provides features including maintenance tracking (from inbox to board to archive), resident reports, contract and document storage, a depreciation report view, a building map, an activity timeline, and assistive AI features. Pleno is a council-side tool; it is not a strata management company and does not replace one, nor does it provide legal, financial, accounting, engineering, or other professional advice. We may add, change, or discontinue features over time.
2. Who may use Pleno
Pleno is intended for members of a strata council (and the operational roles a council assigns, such as a property manager acting for the corporation). You must be of the age of majority in your province and have the authority to represent the strata corporation or the role you hold. Pleno does not provide accounts to residents or contractors; contractors may only be referenced as free-text information on records.
3. Accounts and the strata corporation
A Pleno account belongs to the strata corporation — a legal entity identified by its BC strata plan number (e.g. BCS 1234) — not to any individual. Individual council members are assigned roles within that account. This means the account survives changes of council: no single person owns it, and the corporation's records persist across transitions.
You are responsible for keeping your credentials secure, for the accuracy of the information you provide, and for activity that occurs under your login. Notify us promptly if you believe your account has been accessed without authorization.
4. Roles, access, and rotation
Access is governed by role. Core council roles (President, Vice-President, Treasurer, Secretary, Council Member) and operational roles (such as Privacy Officer, Property Manager, and coordinators) carry different permissions, and the President and Vice-President hold full administrative access so there is always more than one administrator. The system technically isolates each corporation's data so that a member of one strata cannot access another's records.
Because councils rotate — typically at the Annual General Meeting — Pleno provides tools to hand the account over to a new council, including a rotation wizard, temporary transition access for incoming members, and a limited overlap period of read-only access for outgoing administrators. You agree to use these tools in good faith to keep the corporation's account current, and to remove access promptly when a member resigns or is removed.
5. Account recovery
If a council loses administrative access — for example, after a complete turnover — recovery is available through a support-mediated process. We may require proof that you represent the strata corporation, such as the strata plan number, a signed copy of AGM minutes showing the council's election, and identity verification of at least one incoming administrator. We provide this process in good faith to protect the corporation's control of its account; we are not responsible for delays caused by incomplete or unverifiable information.
6. Acceptable use
You agree not to:
- access, or attempt to access, any strata corporation's data other than one you are authorized to represent;
- upload unlawful, infringing, defamatory, or malicious content, or content you have no right to store;
- probe, scan, or attempt to breach the security or access controls of the service;
- interfere with or disrupt the service, or use it to send spam or malware;
- reverse engineer, resell, or misuse the service except as permitted by law;
- use the service in violation of applicable law, including privacy laws governing the personal information you enter.
You are responsible for having the authority and any necessary consent to enter personal information about residents and other individuals into Pleno, and for handling it in accordance with your obligations under BC's Personal Information Protection Act (PIPA) and, where applicable, PIPEDA.
7. AI features are assistive
Pleno includes AI features that draft maintenance cards from emails and answer questions about your strata's documents. These features are assistive and require human review.
AI outputs may contain errors and must be reviewed by a person before being relied upon. Extracted cards are created as drafts, not published automatically. AI outputs are not legal, financial, accounting, or professional advice. You are responsible for verifying outputs against the underlying sources, your governing documents, and the Strata Property Act before acting on them.
To provide these features, relevant text is processed by third-party AI providers as described in our Privacy Policy. That text is used only to produce your result and is not used to train the providers' models.
8. Gmail add-on and integrations
Pleno offers an optional Gmail add-on that lets you create a maintenance card from an email you have open. If you use it, you authorize Pleno to receive the content of the message you choose to capture in order to create the card, as described in our Privacy Policy. Your use of Gmail and other Google services remains subject to Google's terms, and our use of Google user data adheres to the Google API Services User Data Policy, including its Limited Use requirements. We are not responsible for third-party services we integrate with.
9. Your data and ownership
As between you and Pleno, the strata corporation retains ownership of the data it stores in the service ("Corporation Data"). You grant us a limited, non-exclusive licence to host, process, transmit, and display Corporation Data solely to provide and support the service, including running the assistive AI features you choose to use. We do not sell Corporation Data and we do not use it to train third-party AI models.
We may use aggregated, de-identified information that does not identify you, any individual, or any strata corporation to operate and improve the service. Our handling of personal information is described in the Privacy Policy, which forms part of these Terms.
10. Fees and payment
Paid subscriptions are billed through our third-party payment processor at the fees and on the cycle presented at sign-up. Unless required by law or expressly stated otherwise, fees are non-refundable. We may change our fees on reasonable notice, effective from your next billing cycle. If a payment fails, we may suspend paid features until the balance is resolved. You are responsible for any applicable taxes.
11. Availability and changes
We work to keep Pleno available and reliable, but we do not guarantee uninterrupted or error-free operation. We may perform maintenance, and we may modify, suspend, or discontinue parts of the service. Where practical, we will give reasonable notice of significant planned changes.
12. Disclaimer of warranties
THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE," WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE SERVICE, OR ANY AI-GENERATED OUTPUT, WILL BE ACCURATE, COMPLETE, RELIABLE, OR ERROR-FREE, OR THAT IT WILL MEET YOUR REQUIREMENTS. YOU ARE RESPONSIBLE FOR VERIFYING OUTPUTS AND FOR YOUR COUNCIL'S DECISIONS.
13. Limitation of liability
TO THE MAXIMUM EXTENT PERMITTED BY LAW, PLENO AND ITS OPERATORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, OR FOR ANY LOSS OF DATA, PROFITS, REVENUE, OR GOODWILL, ARISING OUT OF OR RELATING TO YOUR USE OF THE SERVICE. OUR TOTAL AGGREGATE LIABILITY FOR ALL CLAIMS RELATING TO THE SERVICE WILL NOT EXCEED THE AMOUNT YOU PAID TO US FOR THE SERVICE IN THE TWELVE (12) MONTHS BEFORE THE EVENT GIVING RISE TO THE CLAIM. NOTHING IN THESE TERMS LIMITS LIABILITY THAT CANNOT BE LIMITED UNDER APPLICABLE LAW.
14. Indemnification
You agree to indemnify and hold harmless Pleno and its operators from claims, damages, and reasonable costs arising out of your misuse of the service, your violation of these Terms, or your handling of personal information entered into the service in breach of applicable law.
15. Suspension and termination
You may stop using Pleno at any time, and an administrator may close the corporation's account. We may suspend or terminate access if you materially breach these Terms, if required by law, or to protect the service or its users. On termination, the strata's data is handled as described in the retention section of our Privacy Policy. Provisions that by their nature should survive termination — including ownership, disclaimers, limitation of liability, and indemnification — will survive.
16. Governing law
These Terms are governed by the laws of the Province of British Columbia and the federal laws of Canada applicable there, without regard to conflict-of-laws rules. You agree to the exclusive jurisdiction of the courts located in British Columbia for any dispute arising out of or relating to these Terms or the service.
17. Changes to these Terms
We may update these Terms from time to time. When we do, we will revise the "last updated" date above and, for material changes, provide additional notice. Your continued use of Pleno after an update means you accept the revised Terms.
18. Contact
Questions about these Terms can be directed to:
Pleno
Email: hello@pleno.ca
British Columbia, Canada