Terms of Service.

By using this website, or by engaging 12NexusBPO for services, you agree to these terms. If you are agreeing on behalf of a team, brokerage, or company, you confirm you have the authority to bind it, and "you" means that organization.

If we have signed a separate service agreement, proposal, or statement of work with you, that document governs wherever it conflicts with these terms. These terms fill in everything it does not cover.

12NexusBPO is a remote operations and business process outsourcing provider. We supply trained virtual assistants who work inside your systems, under your direction, on the tasks you assign. That is a support role, and it has clear limits:

• We are not a licensed real estate brokerage or agent, and we do not perform activity that requires a real estate license
• We do not represent buyers or sellers, negotiate on their behalf, or advise anyone on price, value, or terms
• We are not a law firm, and nothing we prepare is legal advice
• We are not a lender, title company, escrow agent, appraiser, accountant, or tax adviser
• We do not hold client funds, deposits, or trust money

The services available are described on our services pages and cover transaction coordination, document and presentation support, CRM and lead management, lead follow-up and appointment setting, real estate website design, client experience and communication, marketing and brand support, content and video coordination, event planning, and executive and administrative support.

What we will actually do for you is set out in your proposal or service agreement: which services, what scope or how many hours, which platforms, and how work is handed back and forth. Anything outside that scope is a change, and changes are agreed in writing before the work starts.

We work inside the tools your brokerage already uses rather than asking you to move systems. Where your service includes a website, it is built and hosted as part of your monthly service, with no separate build fee, for as long as that service is active.

• Fees, the billing cycle, and any minimum term are set out in your proposal or service agreement
• Unless that document says otherwise, service is billed monthly in advance and invoices are due on receipt
• Fees are exclusive of applicable taxes, which are added where required
• Third-party costs stay yours: lead sources such as LandVoice and Zillow Premier Agent, your CRM, MLS dues, ad spend, printing, postage, event costs, and paid software or stock are billed to you directly by those providers, or passed through at cost with your prior approval
• If an invoice is more than 14 days overdue, we may pause work after written notice until it is settled
• Either side may end the engagement on the notice set out in the service agreement; fees already invoiced for the current period remain payable

The work only runs smoothly if a few things are true on your side:

• Give us accurate information, and timely answers when a decision is yours to make
• Provide access to the platforms the work requires, at a permission level that lets it get done
• Keep your own subscriptions, licenses, and MLS memberships active and in good standing
• Tell us your brokerage's policies, your MLS rules, and anything else that constrains how the work must be done
• Review anything we prepare before it goes to a client, a lender, or a counterparty
• Make sure the leads and contacts you ask us to work were lawfully obtained and that the necessary consents exist
• Tell us promptly when something is wrong, so we can fix it while it is still small

Several services involve contacting people using your systems and, where you authorize it, your name: following up on leads, updating clients during a transaction, sending newsletters, and booking appointments on your calendar. How that works matters, so it is spelled out here.

• We follow your instructions, your scripts, and your brand voice, and escalate anything outside them to you
• We do not make cold sales calls, and we do not make representations about a property, a price, or the terms of a deal
• In lead follow-up, our role is to keep the conversation going and qualify interest until a lead is ready to speak with you
• You are responsible for the lawful basis of the contact, including consent, do-not-call list scrubbing, permitted calling hours, and message content under the TCPA, CASL, and any state or provincial rules that apply
• Tell us in writing to stop contacting someone and we will stop, and record it in your CRM
• Calls are recorded, transcribed, or logged only where you have instructed it and where the law and the platform allow it

• We prepare, pre-fill, and organize documents for your review. You approve what goes out
• We draft addendums for you to check. We do not decide the terms
• We do not sign anything on your behalf unless you give specific written authorization for that document or that account
• We track contract dates, contingencies, and inspection windows and send reminders, but meeting a deadline remains your responsibility as the licensed professional on the file
• Where a matter needs a lawyer, an accountant, or your broker, we will say so rather than work around it

You grant us access to the systems the work requires, and we use that access only for the agreed work.

• We ask for the narrowest permission level that lets the job get done, and for individual logins rather than shared ones wherever the platform supports it
• Credentials are stored in a password manager, never in documents or chat messages
• You can revoke access at any time. Please tell us when you do, so work in flight does not stall silently
• At the end of an engagement we stop using your systems, and revoking our credentials should be your final step

You remain responsible for what happens in your accounts, including the actions of anyone else you have given access to, and for keeping your own backups of anything you cannot afford to lose.

Each side will keep the other's confidential information confidential, use it only for the engagement, and protect it at least as carefully as its own. On our side that includes your client lists, transaction files, pricing strategy, business processes, and anything else a reasonable person would treat as private. Everyone on our team signs a confidentiality agreement before touching client work.

This does not apply to information that is already public, that the receiving side already had, that it obtains independently from someone free to share it, or that it is legally compelled to disclose. Where we are compelled to disclose something of yours, we will tell you first if we are permitted to.

Confidentiality outlasts the engagement. How we handle personal information specifically is set out in our Privacy Policy.

Our website and brand

This site, its copy, design, and code, and the 12NexusBPO name and logo, are ours. You may read, print, and share pages. You may not copy the site, scrape it, or use our branding without permission.

Your content

Listings, photos, video footage, logos, copy, and contact data you give us stay yours. You grant us the license we need to use them to perform the services, and you confirm you have the rights to them, including photographer and videographer licenses for images and footage, and MLS permission for listing content.

What we produce for you

Websites, graphics, edited video, presentations, packets, and SOPs created specifically for you become yours once fees for the engagement are paid up to date.

What stays ours

The tools, frameworks, checklists, and internal templates we bring to the work stay ours, including improvements made along the way. You get the license you need to use them as part of your deliverables, and we can keep using them for other clients.

Showing our work

We may mention that we worked with you and show non-confidential samples in our portfolio. Tell us you would rather we did not, and we will not.

Where your service includes a website:

• The domain is yours. Register it in your own name, and keep it that way
• Hosting and maintenance are included for as long as the service is active
• Content you supply stays yours, and the finished design is yours once fees are current
• If the engagement ends, hosting ends with it. We will provide an export of the site's content and files and cooperate with a reasonable transfer to another host, at no charge, within 30 days of the end date
• We are not responsible for third-party listing feeds, IDX providers, or integrations going down, changing their terms, or being withdrawn

We work inside platforms owned by other companies, including KW Command, DotLoop, SkySlope, Lofty, LandVoice, Zillow Premier Agent, your MLS, and Google. Naming them describes what we can do. It does not imply affiliation, partnership, sponsorship, or endorsement in either direction, and all trademarks belong to their owners.

Those platforms are governed by their own terms, and complying with them is your responsibility as the account holder. We are not responsible for their availability, pricing, data accuracy, or feature changes, or for losses caused when one of them fails.

The assistants assigned to your account are our team members, recruited, trained, and supervised by us. While the engagement is active and for 12 months after it ends, please do not hire or directly engage an assistant who worked on your account, as an employee or a contractor, without agreeing it with us first.

If you want to bring someone in-house, talk to us. It is a conversation we are open to, not a fight.

Working hours, coverage days, and response expectations are set out in your service agreement. Unless it says otherwise, we work business days and respond to requests within one business day. We observe public holidays and give notice of extended closures.

We are not an emergency or after-hours service. Anything urgent outside agreed hours should go to you or your broker.

We aim for uninterrupted service, but we cannot guarantee that this website, our email, or any third-party platform will always be available.

We commit to doing the work well. We cannot commit to an outcome.

• We do not guarantee a number of leads, appointments, listings, closings, or referrals
• We do not guarantee search rankings, social reach, or engagement on content we produce
• Figures on this website describing past results, such as time saved per client meeting or an inbox reduced from more than 1,800 unread messages to about 30, are examples of what has happened, not promises of what will happen for you
• Results depend on your market, your pricing, your follow-through, and factors none of us controls

This website and everything on it is provided as is. To the fullest extent the law allows, we disclaim implied warranties of merchantability, fitness for a particular purpose, and non-infringement.

To the fullest extent permitted by law:

• Neither side is liable to the other for indirect, incidental, special, or consequential loss, or for lost profits, lost business, or lost data, even where the possibility was known
• Our total liability for any claim connected to the services is limited to the fees you paid us in the 12 months before the event giving rise to the claim
• Nothing here limits liability for fraud, willful misconduct, gross negligence, or anything else that cannot be limited by law

Some jurisdictions do not allow certain limitations or exclusions, so parts of this section may not apply to you.

You agree to cover us against claims, damages, and reasonable legal costs arising from the content and data you give us, the lawfulness of the leads and contacts you ask us to work, your compliance with real estate licensing, brokerage, and MLS rules, instructions you give us that turn out to be unlawful, and your use of the services outside these terms.

We will do the same for you in respect of our own willful misconduct, gross negligence, or breach of confidentiality.

• Either side may end the engagement on the notice set out in the service agreement
• Either side may end it immediately for a material breach that is not fixed within 15 days of written notice
• We may suspend or end an engagement if we are asked to do something unlawful, dishonest, or outside what our team will do
• On termination we stop work, issue a final invoice for work performed, return or delete working copies of your files within 30 days of your request, and cooperate on handing back what is yours
• Access, hosting, and any scheduled activity we run for you stop on the end date

The sections meant to outlast the engagement, including confidentiality, ownership, liability, indemnity, non-solicitation, and governing law, survive it.

You may read, print, and share pages from this site. You may not:

• Scrape, crawl, or bulk-download the site beyond normal search engine indexing
• Copy the design, copy, or code for a competing site
• Use the contact form to send spam, malware, or anything unlawful
• Attempt to break, probe, or overload the site or the systems behind it
• Misrepresent who you are or your affiliation with any person or organization

We may update these terms as the business, the services, or the law changes. The effective date at the top of the page reflects the current version, and continued use of the site after a change means you accept it.

For active clients, changes that materially affect an engagement are communicated directly, and they do not apply retroactively to work already performed.

These terms are governed by the laws of the Province of Ontario and the federal laws of Canada that apply there, without regard to conflict of law rules. The courts of Ontario have exclusive jurisdiction, and both sides submit to them.

Before filing anything, talk to us. Send a written description of the problem to info@12nexusbpo.com. We will respond within 10 business days and work in good faith to resolve it within 30.

Entire agreement

These terms, your proposal or service agreement, and our Privacy Policy are the whole agreement between us, and they replace anything said beforehand.

Severability

If part of these terms turns out to be unenforceable, the rest stays in force.

No waiver

Not enforcing something once does not give up the right to enforce it later.

Assignment

Neither side may assign this agreement without the other's written consent, except to a successor of substantially the whole business.

Independent contractors

We are an independent service provider. Nothing here creates a partnership, joint venture, employment, or agency relationship beyond the authority you expressly give us.

Force majeure

Neither side is liable for delay caused by something genuinely outside its control, including outages at a third-party platform, natural disasters, and government action.

Notices

Notices under these terms should be sent to us by email at info@12nexusbpo.com, and by us to the email address on your account.

Questions about these terms can go to:

• Email: info@12nexusbpo.com
• Phone: +1 860 499 1847
• Mail: 12NexusBPO, 5615 Raleigh St, Mississauga, ON L5M 7E4, Canada

You can also reach us through our contact page. Our Privacy Policy is on the privacy page.