Terms of Service

By accessing or using the Citadel platform at citadelhq.homes (“Service”), you agree to be bound by these Terms of Service (“Terms”). If you are using Citadel on behalf of a homeowners association or organization, you represent that you are authorized to enter into these Terms on its behalf.

If you do not agree to these Terms, you may not use the Service.

To use Citadel, you must:

• Be at least 18 years of age
• Be an authorized representative of a homeowners association, property management company, or subdivision administration operating in the Philippines
• Have the authority to bind your organization to these Terms
• Provide accurate and complete information when registering an account

One Citadel account corresponds to one subdivision. Staff accounts may be created under a single subscription for authorized users within that subdivision.

As an Account Holder, you are responsible for:

• Keeping your login credentials secure and confidential
• All activity that occurs under your account, including actions taken by staff users you have added
• Ensuring that staff accounts are used only by authorized HOA personnel
• Removing staff access promptly when a user is no longer authorized

If you believe your account has been compromised or accessed without authorization, notify Citadel immediately at support@citadelhq.homes.

Plans

All prices are in Philippine Peso (PHP), inclusive of applicable taxes.

Free Trial

New accounts begin with a 14-day free trial. No credit card is required to start. At the end of the trial, your subscription starts automatically on the plan you selected. You may cancel at any time before the trial ends to avoid charges.

Billing

Subscriptions are billed monthly or annually, in advance, via Dodo Payments. GCash is currently the accepted payment method. Additional payment methods may be added in the future.

Grace Period and Suspension

If a payment fails, your account enters a 7-day grace period during which the Service remains accessible. If payment is not settled within this period, your account will be suspended. Data is not deleted during suspension.

Cancellation and Refunds

You may cancel your subscription at any time. Cancellation takes effect at the end of the current billing cycle. No refunds are issued for partial billing periods.

Plan Limits

If you exceed your plan's household limit, you will be prompted to upgrade. Your data is never deleted as a result of exceeding plan limits.

You agree to use Citadel only for lawful purposes and in accordance with these Terms. You must not:

• Use Citadel to send unsolicited, spam, or harassing communications to subdivision members
• Enter false, fabricated, or fraudulent member data
• Use member data for any purpose outside of HOA management (e.g., selling contact lists)
• Share staff account credentials with unauthorized individuals
• Attempt to reverse engineer, decompile, copy, or redistribute any part of the Citadel platform
• Use the Service in any way that violates Philippine law, including the Data Privacy Act of 2012
• Attempt to gain unauthorized access to any part of the platform or its infrastructure

Citadel reserves the right to suspend or terminate accounts that violate these acceptable use policies.

Under the Data Privacy Act of 2012 (RA 10173), the HOA is the Personal Information Controller for member data stored in Citadel. Citadel acts as a Personal Information Processor, processing that data solely as directed by the HOA.

As the PIC, the HOA is responsible for:

• Having a lawful basis under RA 10173 to collect and process members' personal data
• Informing members that their data is managed using the Citadel platform
• Responding to members' data subject rights requests (access, correction, erasure, etc.) in accordance with RA 10173
• Ensuring that only accurate and up-to-date member data is entered into the platform
• Complying with all applicable NPC regulations regarding the processing of personal data

Citadel will cooperate with HOAs in fulfilling valid data subject requests and will process member data only as described in our Privacy Policy.

Citadel provides the Service on a best-effort basis. We do not currently offer a guaranteed service level agreement (SLA) for uptime.

We will provide advance notice of planned maintenance where possible. Citadel is not liable for any losses or damages resulting from unplanned downtime or service interruptions.

Citadel and its licensors own all rights, title, and interest in and to the Citadel platform, including all software, designs, trademarks, and content.

Your HOA retains ownership of all data entered into Citadel (“HOA Data”). Citadel claims no intellectual property rights over HOA Data.

Subject to your compliance with these Terms and payment of applicable fees, Citadel grants you a limited, non-exclusive, non-transferable license to access and use the Service for your HOA's internal management purposes during your active subscription period.

By you: You may cancel your subscription at any time through the platform or by contacting support@citadelhq.homes. Upon cancellation, your account remains active through the end of the billing period, after which you enter a 30-day data export window before all data is permanently and irreversibly deleted.

By Citadel: We may suspend or terminate your account immediately if you materially breach these Terms, engage in fraudulent activity, or use the Service in a way that poses a risk to other users or the platform's integrity. We will provide notice where reasonably possible.

Following account closure, Citadel will retain data only as required by Philippine law (e.g., billing records for tax purposes).

To the maximum extent permitted by Philippine law:

• Citadel is not liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the Service
• Citadel's total aggregate liability to you for any claim arising from or related to the Service is limited to the fees paid by you to Citadel in the three months immediately preceding the event giving rise to the claim
• Citadel is not liable for disputes between an HOA and its members regarding personal data or HOA management decisions

Nothing in these Terms excludes liability for fraud, gross negligence, or willful misconduct.

These Terms are governed by and construed in accordance with the laws of the Republic of the Philippines, without regard to conflict of law principles.

Any dispute arising from or related to these Terms or the Service shall be subject to the exclusive jurisdiction of the courts of the Philippines.

Before initiating formal legal proceedings, both parties agree to attempt to resolve the dispute in good faith through direct negotiation for at least 30 days.

Citadel may update these Terms from time to time. We will notify Account Holders of material changes by email at least 14 days before the changes take effect.

Continued use of Citadel after the effective date of any changes constitutes your acceptance of the updated Terms. The revision date at the top of this page reflects when the Terms were most recently revised.

For questions or concerns about these Terms of Service, contact Citadel at:

support@citadelhq.homes