Legal
Last updated: July 5, 2026
These Terms of Service (“Terms”) govern your access to and use of the Staywell platform, websites, and mobile applications (collectively, the “Service”) operated by Staywell Technologies LLC, a New York limited liability company (“Staywell,” “we,” “us”). By creating an account or using the Service, you agree to these Terms. If you do not agree, do not use the Service.
Staywell provides software for managing residential condominium and cooperative buildings, including financial tracking, common-charge and assessment payments, maintenance requests, board governance tools, document storage, messaging, and an AI assistant. Staywell is a software provider; we are not a property manager, managing agent, bank, financial advisor, or legal advisor.
Access is invite-only. Accounts are provisioned for board members and unit owners of a participating building. You are responsible for the accuracy of your information, for maintaining the confidentiality of your credentials, and for all activity under your account. You must be at least 18 years old and authorized to act in your stated role. Notify us promptly of any unauthorized use.
You agree not to misuse the Service, including by attempting to access data you are not authorized to view, disrupting the Service, uploading unlawful or infringing content, or using the Service to harass others. Board-level features may expose building-wide data; use them only as permitted by your role and your building’s governing documents.
Resident payments (such as common charges and special assessments) are processed through our third-party payment processor, Stripe. Subscription fees for the Service are billed to the building or its authorized representative. You authorize us and our processor to charge the payment methods you provide; by saving a bank account, you authorize electronic (ACH) debits for payments you initiate or schedule (such as autopay), and you may revoke that authorization by removing the payment method. Fees are non-refundable except as required by law or expressly stated. You are responsible for any taxes associated with your use of the Service.
Auto-renewal. Subscriptions renew automatically at the end of each billing period (monthly or annual, per the plan selected) and the payment method on file is charged at the start of each new period until the subscription is canceled. You can cancel at any time through the billing portal in Settings or by emailing support@staywell.nyc; cancellation takes effect at the end of the current billing period. We will provide at least 30 days’ notice before a price change takes effect.
Subscription fees. Staywell subscriptions are billed in advance, monthly or annually, based on the plan for your building’s size. Subscription fees are non-refundable except as described in this section or as required by law.
Canceling. You may cancel your subscription at any time through the billing portal in Settings or by emailing support@staywell.nyc. Cancellation takes effect at the end of your current billing period. You keep full access until then, and you will not be charged again. We do not provide refunds or credits for the unused portion of a billing period, including when you cancel partway through a prepaid annual term.
Annual plans. Annual subscriptions are prepaid for the full term in exchange for a discounted rate. If you cancel an annual plan, the service continues until the end of the term and no prorated refund is issued for the remaining months.
Plan changes. If your building’s unit count requires a larger plan, the new rate applies from the date of the upgrade and any unused portion of the prior plan is credited toward it. Plans are not downgraded mid-term, and no refund is issued when a building moves to a plan for a smaller size.
Billing errors and duplicate charges. If we charge you in error, charge you twice, or charge an amount that does not match your plan, contact us within 60 days of the charge and we will refund the incorrect amount in full to the original payment method.
Service outages. If the Service is unavailable for an extended period due to a fault on our side, we may, at our discretion, issue a credit toward a future billing period. Credits are not paid out as cash.
Resident payments are not Staywell fees. Common charges, special assessments, late fees, and other amounts that owners pay through Staywell are payments to your building or association, not to Staywell. Those funds are routed directly to the building’s own payment account and Staywell does not hold or control them. Any refund, waiver, or adjustment of a resident payment, including a late fee, is decided solely by your board or its authorized manager. Requests for a refund of a resident payment should be directed to the board, not to Staywell, and Staywell has no obligation and no ability to refund those amounts.
Payment reversals and disputes. If a payment made through Staywell is reversed by a bank (for example a returned ACH debit) or disputed with a card issuer, any resulting fees charged to the building by our payment processor may be passed through to the building, and the underlying charge may be reinstated as owed. Disputing a legitimate charge instead of contacting your board may result in suspension of your ability to pay through the Service.
How refunds are issued. Approved refunds are returned to the original payment method. Card refunds typically appear within 5 to 10 business days; bank (ACH) refunds may take longer depending on your bank. We cannot refund to a different account or in cash.
Your legal rights. Nothing in this section limits any refund rights you may have under applicable law that cannot be waived by agreement.
The Service integrates third-party providers — including Stripe (payment processing), Plaid (bank account connections), email delivery, AI model providers, and cloud hosting. Your use of those features is also subject to the third parties’ terms; by connecting a bank account you also agree to the Plaid End User Privacy Policy. We are not responsible for third-party services we do not control.
The Service includes an AI assistant (“Ask Staywell”). Its responses are generated automatically, may be inaccurate or incomplete, and are provided for informational purposes only. They are not legal, financial, accounting, or professional advice. Verify important information and consult your board or a qualified professional before relying on it for binding decisions.
You retain ownership of the content you submit (documents, messages, requests, and building data). You grant Staywell a limited license to host, process, and display that content solely to operate and improve the Service. You represent that you have the rights necessary to submit it.
The Service, including its software, design, and trademarks, is owned by Staywell and its licensors and is protected by law. Except for the rights expressly granted here, no rights are transferred to you.
The mobile apps are distributed through the Apple App Store and Google Play. These Terms are between you and Staywell only — Apple and Google are not parties, have no obligation to provide maintenance or support for the apps, and are not responsible for addressing any claims relating to the apps or your use of them. You must comply with the applicable store’s terms when using the apps. Apple and its subsidiaries are third-party beneficiaries of these Terms with respect to the iOS app and may enforce them against you. You represent that you are not located in a country subject to a U.S. government embargo and are not on any U.S. government list of prohibited or restricted parties.
The Service is provided “as is” and “as available,” without warranties of any kind, whether express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or secure.
To the fullest extent permitted by law, Staywell will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of data, revenue, or profits, arising from your use of the Service. Our total liability for any claim will not exceed the amounts paid to us for the Service in the twelve months before the claim.
You will indemnify and hold harmless Staywell and its officers, members, employees, and agents from and against claims, damages, and expenses (including reasonable attorneys’ fees) arising from the content you submit, your use of the Service in violation of these Terms, or your violation of law or the rights of a third party.
You may stop using the Service at any time. We may suspend or terminate access if you violate these Terms or to protect the Service or its users. Provisions that by their nature should survive termination will survive.
We may update these Terms from time to time. Material changes will be reflected by an updated “Last updated” date and, where appropriate, additional notice. Your continued use of the Service after changes take effect constitutes acceptance.
These Terms are governed by the laws of the State of New York, without regard to its conflict-of-laws rules. Any dispute arising out of or relating to these Terms or the Service will be resolved by binding arbitration on an individual basis, administered by the American Arbitration Association under its Consumer Arbitration Rules and seated in New York County, New York — except that either party may bring an individual claim in small-claims court, and either party may seek injunctive relief in court for infringement or misuse of intellectual property.
You and Staywell each waive the right to a jury trial and to participate in a class action; disputes may be brought only in an individual capacity. You may opt out of this arbitration provision by emailing support@staywell.nyc within 30 days of first accepting these Terms. If the class-action waiver is found unenforceable as to a particular claim, that claim — and only that claim — must proceed in the state or federal courts located in New York County, New York.
These Terms are the entire agreement between you and Staywell regarding the Service. If any provision is found unenforceable, the remainder stays in effect. You may not assign these Terms without our consent; we may assign them in connection with a merger, acquisition, or sale of assets. Our failure to enforce a provision is not a waiver. We are not liable for delays or failures caused by events beyond our reasonable control. We may provide notices by email to your account address or through the Service.
Questions about these Terms? Contact us at support@staywell.nyc.