Lived-In legal

Prospect Terms of Service

Effective: August 2, 2026
Last updated: September 15, 2026

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These Prospect Terms of Service are a legally binding agreement between you and LIVED-IN, LLC, a Florida limited liability company with a business address at 655 NE 193rd Ter, Miami, Florida 33179 (“Lived-In,” “we,” “us,” or “our”).

These Terms apply to prospective apartment renters who register with Lived-In, request or purchase a Call, join a Call with a current resident, submit feedback, claim a move-in credit, or otherwise use the Prospect Services.

Please review how Calls work, what you pay, what information may be shared, and the rules you agree to follow before requesting or purchasing a Call.

By checking the acceptance box, creating an Account, paying for a Call, joining a Call, or otherwise using the Prospect Services after these Terms are presented, you agree to these Terms and the policies incorporated into them. If you do not agree, do not request, purchase, or participate in a Call.

1. How Prospect Use Works#

Lived-In connects prospective apartment renters with verified current residents for private, one-time conversations about living at a particular apartment property.

A Call is intended to provide honest, current, firsthand context that may help you evaluate a Property before making your own housing decision.

The Call itself is not open to the Property or the general public, but it is not private from Lived-In. A Lived-In representative listens to every Call, and Lived-In automatically creates a written transcript of every Call.

If Lived-In shares Call content with the participating Property, it will first remove:

Your name;
The Resident’s name;
Your apartment or unit number, if applicable;
The Resident’s apartment or unit number;
Telephone numbers;
Email addresses;
Account information;
Booking information;
Direct personal identifiers; and
Other details Lived-In reasonably determines are likely to identify either participant.

The Property will not receive those personal identifiers as part of Lived-In’s reports, transcripts, transcript excerpts, summaries, themes, or service insights.

Identifying information may be disclosed only:

With the affected participant’s express consent;
When required by law;
When reasonably necessary to address an immediate safety concern;
When reasonably necessary to investigate serious misconduct; or
When reasonably necessary to verify a move-in credit that you requested and authorized.

You may prevent Lived-In from sharing content from your Calls with the Property by submitting a written request to andres@livedinit.com, as explained in Section 9.4. Lived-In will accommodate the request for Call content that has not already been shared when the request is received.

The Resident’s role is to share personal experience. The Resident is not expected or required to:

Promote the Property;
Give only positive answers;
Recommend that you lease;
Agree with a Property representative or online review;
Hide a concern;
Follow a script supplied by the Property; or
Produce an application, signed lease, or move-in.

The Resident receives fixed compensation for a Completed Call. That compensation does not depend on what the Resident says or whether you apply, sign a lease, or move in.

You are not required to apply, sign a lease, or move into the Property after a Call.

A Call does not replace:

Touring the Property;
Reviewing official Property information;
Reading the lease and related disclosures;
Confirming pricing, availability, fees, and policies with the authorized leasing team;
Conducting your own inspections or due diligence; or
Obtaining legal, financial, accessibility, safety, or other professional advice when appropriate.

These Terms are presently intended for Prospects using Lived-In in connection with Properties in Florida. Lived-In may adopt different or supplemental terms before offering the Prospect Services in another state.

2. Call Price, Payment, Cancellations, and Move-In Credits#

2.1 Current Call Price#

Under the current version of these Terms, the standard Call price is $20.00 for one approximately twenty-minute Call.

The price displayed before checkout controls the amount you pay for that booking.

Lived-In may offer a promotional, waived, reduced, bundled, or Property-specific price when clearly disclosed before payment.

2.2 Payment and Confirmation#

Lived-In generally collects payment after identifying an eligible Resident and offering a proposed Call time or booking option.

A Call is confirmed only after:

Successful payment;
Acceptance of the applicable Terms and policies; and
Electronic confirmation from Lived-In.

Submitting a request does not guarantee Resident availability or create a confirmed Call.

You must provide accurate payment information and are responsible for charges authorized through your Account or payment method, subject to applicable law.

2.3 Cancellations, Rescheduling, and No-Shows#

If you cancel at least four hours before the scheduled start time, you will generally receive a full refund unless a different term was clearly disclosed and accepted before payment.

If you cancel less than four hours before the scheduled start time, the Call price is nonrefundable because Lived-In may remain obligated to compensate the Resident and incur service costs.

You are treated as a no-show when you do not join within ten minutes after the scheduled start time.

A no-show is nonrefundable.

If you join late but before the no-show period ends, the Call may proceed with the time remaining, and the Resident is not required to remain beyond the scheduled end time.

A rescheduling request is subject to Resident availability and the detailed rules in the Prospect Payment, Cancellation & Move-In Credit Policy.

If the Resident or Lived-In cancels or cannot provide a reasonably comparable Call, you will be offered a replacement, rescheduled Call, or full refund as described in that Policy.

2.4 No Satisfaction-Based Refund#

Residents provide personal experiences, opinions, recollections, and observations.

A refund is not provided solely because:

You dislike an answer;
The Resident gives positive, negative, mixed, neutral, incomplete, or uncertain responses;
The Resident declines a question;
The Call changes or does not change your opinion;
The Call does not match your prior expectations;
The Call does not answer every question;
You decide not to apply, lease, or move in; or
Another source provides different information.

Lived-In does not control the communication style, memory, knowledge, perspective, or quality of every Resident response.

This section does not prevent a remedy when a Resident fails to participate meaningfully, engages in serious misconduct, or the service otherwise fails under the Prospect Payment, Cancellation & Move-In Credit Policy.

2.5 Move-In Credit Offers#

A move-in credit is available only when Lived-In clearly discloses a specific offer for the Property or booking.

A participating Property will ordinarily provide the credit.

In limited cases, Lived-In may provide the credit directly. Lived-In-funded credits are exceptions and are not the standard arrangement.

Unless the offer states otherwise, the standard credit equals the Call price you actually paid.

For a Call purchased at the current $20.00 price, the standard move-in credit is $20.00.

The offer may require that you:

Complete the Call before signing the applicable lease;
Sign a lease for the same Property discussed during the Call;
Actually move into that Property;
Submit the claim within ninety days after the Completed Call;
Provide accurate information reasonably needed for verification;
Consent to the limited information sharing required for verification; and
Satisfy the additional conditions disclosed in the applicable offer.

Unless otherwise stated, only one credit is available per household, per Property.

A tracked Property link is not required for eligibility unless the offer clearly says otherwise. A Prospect who discovers Lived-In independently may qualify when the booking is associated with an eligible participating Property and all other conditions are satisfied.

2.6 Move-In Credit Verification#

When you submit a credit claim, you authorize Lived-In to share with the Property the limited information reasonably needed to confirm the lease and move-in.

That information may include:

Your name;
The Property;
Your email address;
The booking identifier;
The approximate lease or move-in date; and
The requested credit amount.

Ordinary credit verification will not include:

Your Call questions;
The Resident’s answers;
A recording;
A transcript;
Detailed Call notes; or
Unnecessary personal information.

A claim may be denied or reversed when the eligibility requirements are not satisfied, the information is materially inaccurate, the payment was refunded or charged back, the claim is duplicative, or the claim involves fraud or material noncompliance.

2.7 Future Price and Policy Changes#

Lived-In may revise the Call price, payment method, cancellation rules, refund rules, or move-in-credit terms for future Calls.

Any revised material term must be disclosed before you pay for the affected Call.

A revision will not retroactively change the price or material payment terms of an already paid Call unless:

You expressly agree;
The change benefits you without adding a material obligation; or
Applicable law requires the change.

The Prospect Payment, Cancellation & Move-In Credit Policy contains additional rules and controls payment and credit administration.

3. Call Requests, Resident Matching, and Voluntary Participation#

Each Call request concerns one Property and one proposed conversation.

Lived-In independently selects the Resident participants.

The Property does not select the Resident for your Call and does not approve the Resident’s answers.

You may request more than one conversation about the same Property. Lived-In may approve, limit, combine, prioritize, or decline additional requests based on:

Resident availability;
Fairness to participating Residents;
Repeated or duplicative requests;
Scheduling capacity;
Safety or conduct concerns;
The intended purpose of the service;
Operational considerations; and
Other reasonable factors.

Lived-In does not promise:

That a Resident will be available;
That a request will be accepted;
That a particular Resident will participate;
That a proposed time will remain available;
That the Call will occur at your preferred time;
That the Call will last exactly twenty minutes; or
That Lived-In will continue offering Calls for a particular Property.

Before payment, Lived-In will provide the material booking information then available, which may include:

The Property;
The proposed date and time;
The applicable time zone;
The expected duration;
The Call price;
The intended Call method; and
Material cancellation, no-show, or credit terms.

You confirm a Call by completing the required acceptance and payment steps identified by Lived-In.

Calls will generally occur through a private conference line, platform calling, one-tap access link, Google Meet, Zoom, or another communication provider selected by Lived-In.

Lived-In will use a Call method intended to avoid requiring the Prospect and Resident to exchange personal telephone numbers or personal email addresses.

A booking confirmation is an operational communication and is not a separate incorporated policy or standalone legal agreement, although it may contain binding scheduling, price, and cancellation terms for the specific Call when clearly disclosed and accepted.

4. Eligibility, Account, and Information Requirements#

To use the Prospect Services, you must:

Be at least eighteen years old;
Have the legal capacity to agree to these Terms;
Use the Services for a legitimate prospective-housing purpose;
Provide accurate, current, and complete registration, booking, payment, and credit-claim information;
Use only your own identity and Account;
Keep your login and access information secure; and
Promptly notify Lived-In if you believe another person has used your Account or booking access without permission.

You may not sell, transfer, lend, or permit another person to use your Account or assume your place on a Call.

You must not:

Impersonate another person;
Use a false name or payment method;
Submit a false move-in-credit claim;
Conceal that you are acting for a Property, competitor, media organization, investigator, or other third party;
Manipulate referrals, feedback, credits, or service records;
Circumvent a restriction, suspension, or termination; or
Use automated means to create Accounts or Call requests.

Lived-In may request information reasonably needed to verify identity, prevent fraud, process payment, investigate misconduct, or evaluate a move-in-credit claim.

Do not submit sensitive information unless Lived-In specifically requests it through an approved method.

4.1 Additional Household Participant#

One additional adult from the same prospective household may participate only when:

Lived-In approves the additional participant;
The Resident is informed before the Call;
The additional participant is at least eighteen years old;
The additional participant accepts the applicable Terms and disclosures; and
The additional participant follows the same conduct, privacy, fair-housing, monitoring, and recording rules.

An unauthorized listener or participant is prohibited.

4.2 Verification Information Retention#

If Lived-In collects a copy of a lease excerpt, identification document, or other verification record for a move-in-credit claim or fraud review, Lived-In may retain it while the review remains active.

Lived-In will delete or securely destroy the copy when it is no longer reasonably needed unless continued retention is necessary to:

Complete payment or credit administration;
Comply with applicable law;
Investigate suspected fraud, misconduct, or a security incident;
Establish, exercise, or defend a legal claim; or
Comply with a valid legal request.

Lived-In may retain a record of the verification result, dates, amounts, communications, and Account history for a longer period when reasonably necessary for compliance, fraud prevention, dispute resolution, and business records.

Additional information will appear in the Privacy Policy.

5. The Resident’s Role and Firsthand Information#

The Resident participates solely in a personal capacity as a current resident sharing firsthand experience.

The Resident may discuss aspects of living at or interacting with the Property, including:

The Resident’s unit;
Noise;
Parking;
Maintenance;
Elevators;
Packages;
Amenities;
Management responsiveness;
Building operations;
Property policies as personally experienced;
Services;
Common areas;
Security procedures as personally observed;
Building routines; and
Daily life at the Property.

These examples do not limit the neutral Property-related subjects that may be discussed.

All discussions remain subject to these Terms and the Fair Housing Guidelines.

The Resident may truthfully express positive, negative, mixed, or neutral opinions.

The Resident’s experience may be specific to:

A particular unit;
A particular floor;
A particular schedule;
A particular period of residency;
A particular interaction; or
The Resident’s own circumstances.

A Resident’s statement does not necessarily represent every resident, unit, floor, building condition, employee, or period of time.

Residents are expected to distinguish personal opinion from factual information and avoid presenting rumor, speculation, online comments, or another person’s experience as verified fact.

Lived-In verifies information reasonably supporting a Resident’s identity and current residency. Verification does not guarantee that every statement is accurate, complete, current, or applicable to you.

6. Call Conduct and Participant Safety#

You must comply with the following requirements before, during, and after each Call.

6.1 Personal Participation#

You must personally participate in your Call.

Another person may not participate in your place.

An approved additional household participant must complete the required acceptance steps under Section 4.1.

6.2 Punctuality and Location#

You must join on time from a reasonably quiet and private location where no unauthorized person can hear, observe, or participate.

You may not use speakerphone in a public or shared location.

6.3 Ability to Participate#

You must remain attentive and may not participate while materially impaired by alcohol, drugs, medication, fatigue, or another condition that prevents safe and meaningful participation.

6.4 Respectful Conduct#

You may not engage in:

Abuse;
Threats;
Intimidation;
Harassment;
Discrimination;
Sexual conduct or comments;
Deception;
Personal attacks;
Stalking;
Retaliation; or
Conduct that is unlawful, dangerous, or reasonably inappropriate for the service.

6.5 Appropriate Questions#

You may ask candid questions about the Property and the Resident’s firsthand experience.

You may not pressure the Resident to answer a question that:

Falls outside the Resident’s firsthand knowledge;
Requests private or sensitive information;
Seeks professional, legal, leasing, financial, medical, inspection, security, safety, or accessibility advice;
Concerns another identifiable person;
Violates these Terms;
Violates the Fair Housing Guidelines;
Seeks a guarantee or prediction; or
Makes the Resident reasonably uncomfortable.

6.6 No Pressure or Manipulation#

You may not pressure, steer, mislead, reward, threaten, or attempt to manipulate the Resident’s answers.

You may not condition feedback, a complaint, a benefit, or future contact on whether the Resident provides a positive or negative answer.

6.7 Fair Housing#

You must comply with the Fair Housing Guidelines at all times.

You may not ask a prohibited question merely because you are curious, another person suggested it, or an online source raised the topic.

6.8 No Solicitation or Personal Benefit#

You may not offer or request:

Money or tips;
Gifts;
Favors;
Employment;
Business opportunities;
Romantic contact;
Social contact;
Referral compensation; or
Another personal benefit connected with a Call.

6.9 No Unrelated Promotion#

You may not advertise, promote, recruit for, or sell an unrelated product, service, business, political cause, religious cause, competing platform, or other offering during a Call.

6.10 No Exchange of Personal Contact Information#

You may not request, disclose, or exchange:

Personal telephone numbers;
Personal email addresses;
Social-media accounts;
Unit numbers;
Home addresses; or
Other personal contact information.

The exchange of personal contact information is allowed only when Lived-In provides prior written approval and both participants expressly consent.

6.11 No Meetings or Contact Outside the Call#

You may not:

Ask to visit the Resident’s unit;
Arrange an in-person meeting;
Request a private tour;
Search for the Resident online;
Follow or message the Resident;
Contact the Resident after the Call;
Ask another person to contact the Resident; or
Attempt to continue communicating outside Lived-In.

An exception applies only when Lived-In separately authorizes the contact in writing and both participants expressly consent.

6.12 No Unnecessary Sensitive Information#

You may not request or disclose through the Call:

Financial information;
Government identification;
Application credentials;
Employment records;
Immigration information;
Medical information;
Lease documents; or
Other unnecessary sensitive information.

6.13 Privacy of Other People#

You may not ask the Resident to disclose another resident’s, employee’s, Prospect’s, applicant’s, visitor’s, or other person’s private or identifying information.

You may discuss an incident without unnecessarily identifying another person.

6.14 No Unauthorized Participants or Tools#

You may not:

Permit another person to listen to, observe, or participate in the Call;
Use an automated note taker;
Use an artificial-intelligence assistant during the Call;
Livestream the Call;
Use another technology that independently captures or shares Call content;
Attempt to reveal the Resident’s private technical information; or
Circumvent the Call method selected by Lived-In.

This restriction does not prohibit Lived-In’s authorized monitoring or transcription described in Section 11.

6.15 No Misrepresentation#

You may not misrepresent your:

Identity;
Housing interest;
Relationship with the Property;
Relationship with Lived-In;
Relationship with a competing property or service;
Reason for requesting the Call;
Lease or move-in status; or
Authority.

6.16 No Property or Third-Party Influence#

You may not participate as an undisclosed representative of the Property, its owner, management company, leasing team, broker, competitor, media organization, investigator, or another third party.

You may not use the Call to test, audit, script, pressure, or secretly evaluate the Resident on behalf of another person without Lived-In’s prior written approval.

6.17 No Unlawful or Unsafe Conduct#

You may not use a Call to facilitate unlawful, fraudulent, dangerous, deceptive, or harmful activity.

Except when reporting an incident to Lived-In or when disclosure is legally required, you may not publish, post, distribute, reproduce, summarize, quote, or share:

The Resident’s identity;
The Resident’s contact information;
The Resident’s answers;
The Resident’s personal experiences;
The questions or statements made during the Call;
Screenshots, notes, excerpts, themes, or summaries;
A transcript or recording; or
Other private Call content.

You may share your own independent opinion about the Property and your own housing decision, provided you do not reveal, quote, or characterize private Call content or identify the Resident.

6.19 Ending a Call#

Either participant may end a Call at any time.

You may immediately end a Call when you reasonably believe the Resident is engaging in:

Harassment;
Discrimination;
Threats;
Sexual conduct;
Illegal activity;
Unauthorized recording;
A serious privacy violation;
Solicitation;
Impersonation; or
Another material violation of these Terms.

You will not be penalized solely for ending a Call in good faith for one of these reasons.

Refund eligibility remains subject to the Prospect Payment, Cancellation & Move-In Credit Policy.

6.20 Reporting Serious Incidents#

You must promptly report:

Threats;
Harassment;
Discrimination;
Unauthorized recording;
Privacy breaches;
Requests for illegal conduct;
Immediate safety concerns;
Impersonation; and
Attempts to improperly influence the Call.

Provide only the information reasonably needed for Lived-In to evaluate and respond.

7. No Leasing, Brokerage, Property Representation, or Professional Authority#

During a Call, the Resident is not acting as, and may not state or imply that the Resident is:

An employee, agent, or spokesperson of Lived-In;
An employee, agent, or spokesperson of the Property;
A property manager;
A leasing agent or leasing professional;
A real-estate broker or salesperson;
An inspector;
A security professional;
An attorney;
A financial adviser;
An accessibility professional; or
Another professional or authorized representative of Lived-In, the Property, its owner, or its management company.

These examples are illustrative and do not limit this restriction.

You may not rely on the Resident to:

Negotiate rent, concessions, deposits, fees, lease terms, or move-in dates;
Confirm that an apartment is currently available or unavailable;
Promise that the Property will approve an application, make a repair, provide an accommodation, waive a fee, or take another action;
Accept an application, deposit, payment, or document;
Interpret or modify a lease;
Bind Lived-In, the Property, its owner, or its management company;
Provide legal, financial, medical, accessibility, inspection, security, or other professional advice; or
Perform another leasing, brokerage, property-management, application, or transaction-related service through a Call.

Questions involving availability, pricing, applications, deposits, lease terms, accommodations, service animals, formal Property policies, or application decisions must be directed to the Property’s authorized leasing or management team.

8. Property Relationship and Resident Independence#

Lived-In may provide services to participating Properties.

A Property may pay subscription, pilot, service, or other fees to Lived-In and may fund a move-in credit offered to an eligible Prospect.

The existence of a Property relationship does not give the Property the right to:

Select the Resident for your Call;
Approve the Resident’s answers;
Provide talking points or scripts;
Require positive information;
Listen to or monitor the Call;
Participate in the Call;
Control, influence, or direct what is discussed or said;
Condition Resident compensation on a lease or move-in; or
Receive your identity or private Call content except as permitted by these Terms and the Privacy Policy.

The Property does not control the quality, completeness, wording, or outcome of the Resident’s responses.

A Property’s payment to Lived-In or provision of a move-in credit does not mean the Property endorses, adopts, guarantees, or is legally responsible for the Resident’s statements.

You must report an attempt by the Property, a broker, another resident, or another person to improperly influence the Call.

The Property, its owner, management company, and leasing team are not parties to these Terms.

Lived-In is not a party to a lease between you and a Property.

9. Privacy and Confidentiality#

The Privacy Policy explains how Lived-In collects, uses, retains, protects, and shares personal information.

9.1 Information Shared with the Resident#

Lived-In may share your first name with the Resident.

Lived-In may also share limited scheduling or conversation context reasonably necessary to conduct the Call, such as:

The Property;
The scheduled date and time;
Whether an approved additional household participant will join; and
General neutral topics you identified in advance.

Unless you separately consent or disclosure is permitted or required by law, Lived-In will not intentionally share your:

Last name;
Personal telephone number;
Personal email address;
Home address;
Government identification;
Payment information;
Application information;
Lease documents; or
Other direct personal identifiers

with the Resident.

9.2 Optional Call Feedback#

After a Call, Lived-In may invite you or the Resident to provide optional feedback.

Feedback may include:

Whether the Call occurred;
A general experience rating;
General topics discussed;
Scheduling or technical issues; and
Conduct, privacy, safety, or fair-housing concerns.

You are not required to provide ordinary optional feedback.

Declining optional feedback will not by itself affect:

Whether the Call qualifies as completed;
Your eligibility to request another Call; or
An otherwise valid move-in-credit claim.

Feedback you voluntarily provide must be truthful.

Lived-In may:

Share relevant feedback with the participant whom it concerns;
Use feedback to investigate complaints;
Use feedback to administer or improve the service;
Share aggregated or deidentified feedback with the Property, subject to Section 9.4; and
Share specific information when reasonably necessary to address serious misconduct, comply with law, verify an authorized credit claim, or respond to an immediate safety concern.

9.3 Information That May Be Shared with the Property#

Unless you submit a request under Section 9.4, Lived-In may share with the participating Property:

Aggregated service information;
Deidentified Call Feedback;
Deidentified transcripts;
Deidentified transcript excerpts;
Deidentified summaries; and
General themes or service insights derived from Calls.

Before sharing Call content, Lived-In will remove:

Your name;
The Resident’s name;
Contact information;
Apartment or unit numbers;
Account or booking identifiers;
Direct personal identifiers; and
Other details Lived-In reasonably determines are likely to identify either participant.

Lived-In will not intentionally disclose your identity or the Resident’s identity to the Property through a transcript, excerpt, summary, report, or service insight.

Deidentification cannot guarantee that information will never be connected to a participant, particularly when a Call includes unusual facts or experiences. Lived-In will use reasonable efforts to reduce that risk.

Lived-In may disclose identifiable information when:

The affected participant expressly consents;
Disclosure is required by law;
Disclosure is reasonably necessary to address an immediate safety concern;
Disclosure is reasonably necessary to investigate serious misconduct; or
You request a move-in credit and authorize the limited disclosure needed for verification.

The Property will not receive an audio or video recording of the Call.

You may ask Lived-In not to share the transcript, transcript excerpts, summaries, themes, feedback, or other content from your Calls with the participating Property.

To make this request, email andres@livedinit.com and clearly state that you do not want content from your Calls shared with the Property.

You may make the request for:

A specific Call;
All future Calls; or
Both a specific Call and all future Calls.

Lived-In will accommodate your request for any Call content that has not already been shared with the Property when Lived-In receives your email.

Your request will not affect:

Your eligibility to use Lived-In;
The price of a Call;
Whether a Call qualifies as completed;
Your eligibility for a properly offered move-in credit;
Lived-In’s live monitoring of Calls;
Lived-In’s ability to create and retain transcripts for internal safety, compliance, complaint investigation, service administration, or legal purposes;
Aggregated operational reporting that does not contain your Call content;
The limited identity disclosure you separately authorize for a move-in-credit claim; or
A disclosure required by law or reasonably necessary to address an immediate safety concern or investigate serious misconduct.

Lived-In will confirm receipt of your request by email.

You may later withdraw or change your request by emailing the same address.

Lived-In will not ordinarily identify you to the Property merely because you requested or completed a Call.

When you submit a move-in-credit claim, you authorize Lived-In to share the limited information reasonably needed to verify the lease and move-in, as described in Section 2.6 and the Prospect Payment, Cancellation & Move-In Credit Policy.

A move-in-credit claim does not authorize disclosure of the substance of your Call.

9.6 Your Confidentiality Duties#

Except when reporting an incident to Lived-In or when disclosure is legally required, you may not publish, post, distribute, reproduce, summarize, quote, or share:

The Resident’s identity;
The Resident’s contact information;
The Resident’s answers;
The Resident’s personal experiences;
Call questions or statements;
Notes, excerpts, summaries, or themes from the Call;
A transcript or recording; or
Other private Call content.

These duties apply to review platforms, social media, forums, group chats, websites, media communications, and other public or private distribution channels.

You may share your own independent opinion about the Property and your own housing decision, provided you do not reveal or characterize private Call content or identify the Resident.

These duties continue after the Call and after your Account closes.

10. Fair Housing Requirements#

Calls concern your housing decision.

By accepting these Terms, you confirm that you have read and agree to follow the Prospect Fair Housing Guidelines.

You may ask about any neutral Property-related subject otherwise allowed by these Terms. You may not ask the Resident to:

Describe, estimate, compare, or speculate about the demographic composition of the Property or neighborhood;
State or suggest which racial, ethnic, national, religious, family, disability, sex, gender, age, or other demographic groups live at or near the Property;
Suggest whether you or another person would fit in, belong, feel comfortable, or be welcome;
Recommend or discourage a Property, unit, floor, building, or neighborhood based on a protected or personal characteristic;
Direct you toward or away from an area based on who lives there;
Suggest that the presence or absence of a group makes a Property safer, quieter, better, worse, more desirable, or less desirable;
Associate crime, safety, quality, cleanliness, behavior, or Property value with a demographic group;
Recommend the Property based on whether you have children or describe it as intended for families, singles, adults, young professionals, or another demographic group;
Evaluate schools or recommend housing based on school suitability;
Decide whether you qualify for an accommodation or whether the Property complies with accessibility law;
Comment on whether a service or assistance animal is legitimate;
Speculate about rental eligibility, application approval, occupancy limits, criminal-history rules, income requirements, or accommodation approval; or
Treat another participant differently because of an actual or perceived protected or personal characteristic.

These restrictions apply to:

Direct questions;
Indirect suggestions;
Coded language;
Jokes;
Comparisons;
Requests for personal opinions;
Estimates;
Statistics; and
Questions suggested by another person.

The Resident may decline or redirect a prohibited question.

You may ask a neutral alternative focused on the Resident’s firsthand experience.

For example:

What has your personal experience been with noise and common-area use?

You may ask about a specific safety-related event the Resident personally experienced, but you may not ask the Resident to guarantee that the Property or neighborhood is safe or unsafe or connect safety to a demographic group.

You may ask about physical features the Resident personally uses, but formal questions involving accessibility, accommodations, service animals, or legal compliance must be directed to the authorized Property team.

A material violation of this section or the Fair Housing Guidelines is a material breach of these Terms.

11. Live Monitoring, Transcription, and Recording#

Every Call is monitored live by a Lived-In representative for:

Participant safety;
Service quality;
Fair-housing compliance;
Privacy compliance;
Technical support; and
Enforcement of the participant rules.

The Lived-In representative may hear the entire Call and may intervene when reasonably necessary to address:

A technical issue;
A safety concern;
A privacy concern;
A fair-housing concern;
Harassment or threats; or
Another serious violation.

Lived-In automatically creates a written transcript of every Call for:

Safety;
Compliance;
Complaint investigation;
Service administration;
Service analysis;
Service improvement; and
Subject to Section 9.4, deidentified reporting to the participating Property.

Unless separately disclosed and accepted by all participants, Lived-In will not retain an audio or video recording of a Call.

Audio may be processed temporarily when reasonably necessary to create a transcript.

The retention, security, and deletion of transcripts will be described in the Privacy Policy.

Subject to Section 9.4, Lived-In may share deidentified transcripts, excerpts, summaries, or themes with the participating Property as described in Section 9.

The Property, its owner, management company, and leasing team may not listen to or monitor the Call.

By accepting these Terms during registration, you consent to Lived-In’s live monitoring and automatic written transcription of every Call in which you participate.

You also acknowledge that, unless you submit a request under Section 9.4, Lived-In may share deidentified Call content with the Property as described in these Terms and the Privacy Policy.

Your registration acceptance is the required consent for each Call. Lived-In does not require a separate checkbox or confirmation when you open an individual Call link. If you withdraw consent to live monitoring or automatic written transcription before a Call, you may not participate in that Call.

You may not independently:

Record a Call;
Attempt to intercept a Call;
Create your own transcript;
Photograph or screen-capture Call content;
Livestream a Call;
Use automated transcription;
Use an AI note-taking or monitoring tool; or
Permit another person to listen.

A participant’s request to record does not create permission.

A separate audio or video recording may occur only if Lived-In approves it in writing and every participant provides the legally required prior consent.

12. Gifts, Conflicts, and Improper Influence#

You must promptly report an attempt by the Property, a Property employee, manager, broker, Resident, competing property, or another person to:

Require the Resident to provide only positive or only negative information;
Hide, minimize, exaggerate, or omit a concern;
Make statements about a competing property;
Encourage or discourage you from leasing for an improper reason;
Disclose the identity, questions, concerns, or Call content of a participant;
Provide false or misleading information;
Follow a script or approved talking points;
Tie Resident compensation to your application, lease, or move-in; or
Use you to test, audit, investigate, or secretly evaluate the Resident.

You may not offer or provide the Resident any additional:

Payment;
Tip;
Gift;
Rent credit;
Discount;
Service;
Favor; or
Other benefit

in connection with a Call unless you disclose it to Lived-In and receive prior written approval.

Lived-In may suspend or end a Call or Account when an actual or potential conflict could reasonably affect the independence, honesty, safety, or credibility of the service.

13. Ending Access, Suspension, Refund Consequences, and Credit Recovery#

13.1 Your Right to Stop Using the Service#

You may:

Decline a proposed Call time;
Cancel a confirmed Call subject to the cancellation rules;
Close your Account; or
Terminate these Terms

at any time by emailing andres@livedinit.com.

Closing your Account does not eliminate obligations relating to a paid, accepted, scheduled, completed, refunded, disputed, or credited Call or conduct occurring before closure.

13.2 Lived-In’s Right to Restrict or Terminate#

Lived-In may, in its discretion and with or without cause:

Decline a Call request;
Cancel a proposed, paid, accepted, or scheduled Call;
Restrict future bookings;
Suspend your Account;
Deny access to a Property or Resident; or
Terminate your use of the Prospect Services

at any time.

Lived-In is not required to continue offering Calls or provide a reason for its decision unless applicable law requires otherwise.

Lived-In may immediately suspend access while investigating:

Payment fraud;
False credit claims;
Privacy violations;
Unauthorized recording or transcription;
Discrimination;
Harassment or threats;
Dishonesty or impersonation;
Repeated missed Calls;
Manipulated feedback;
Undisclosed conflicts;
Solicitation;
Safety concerns; or
Another actual or suspected violation.

13.3 Refunds After Suspension or Termination#

A suspension or termination does not automatically create a refund right.

Refund eligibility depends on:

The reason for cancellation;
Whether the Call occurred;
Whether you materially violated the Terms;
Whether Lived-In can provide a replacement or rescheduled Call; and
The Prospect Payment, Cancellation & Move-In Credit Policy.

Lived-In will not retain payment for a Call that Lived-In cancels without providing the service or a reasonable replacement when the applicable Policy requires a refund.

13.4 Invalid or Recoverable Credits#

If a move-in credit was issued for an ineligible, duplicate, fraudulent, reversed, or materially noncompliant claim, you must return the applicable amount within three business days after receiving written notice explaining the basis for recovery.

To the extent permitted by law, Lived-In may offset an amount properly owed against another payment or credit otherwise payable to you.

13.5 Terms That Continue#

Termination does not affect:

Payment or refund obligations;
Credit verification or recovery obligations;
Privacy and confidentiality duties;
Recording restrictions;
Intellectual-property restrictions;
Liability limitations;
Dispute provisions; or
A term that by its nature should continue.

14. No Employment, Agency, Brokerage, or Fiduciary Relationship#

You use Lived-In as a prospective renter and independent decision-maker.

These Terms do not create an employment, contractor, partnership, joint-venture, brokerage, agency, fiduciary, advisory, or representative relationship between you and Lived-In.

You may not represent that you have authority to bind Lived-In, a Resident, or the Property.

Lived-In does not act as your real-estate broker, leasing agent, attorney, inspector, financial adviser, safety adviser, or accessibility consultant through the Prospect Services.

Lived-In’s arrangement of a Call does not create a duty to investigate the Property, verify every Resident statement, inspect a unit, negotiate a lease, or recommend whether you should move in.

15. Publicity and Use of Prospect Information#

You retain ownership of your personal statements and opinions.

Requesting or participating in a Call does not give Lived-In permission to publicly use your:

Full name;
Photograph;
Voice recording;
Video;
Direct quotation;
Testimonial; or
Identifiable personal story

in advertising, social media, publicity, press materials, or a public case study.

An identifiable public use requires a separate written release describing the intended use.

Lived-In may use aggregated or deidentified information for:

Internal operations;
Analytics;
Reporting;
Service improvement;
Research; and
Marketing,

provided the information does not reasonably identify you or disclose private Call content except as otherwise allowed by these Terms and the Privacy Policy.

Section 9.4 governs your right to prevent Call content from being shared with the participating Property.

16. Lived-In Platform and Intellectual Property#

The Lived-In website, software, branding, logos, designs, text, policies, training materials, booking tools, reports, and platform materials belong to Lived-In or its licensors.

These Terms do not permit you to:

Use Lived-In’s name or logo as your own;
State or imply that Lived-In endorses you;
Copy or commercially exploit platform materials;
Scrape, harvest, or systematically collect service content;
Interfere with or reverse engineer the platform;
Use the platform to develop a competing service;
Misuse confidential information;
Create a confusingly similar service, name, or brand; or
Use Call access or platform materials for an unauthorized commercial, investigative, or media purpose.

You may use the Prospect Services only for their intended prospective-housing purpose.

17. Changes to These Terms#

Lived-In may revise these Terms as its services, technology, policies, business, or legal obligations change.

A revision will apply prospectively.

A material revision becomes binding only after:

Lived-In gives you clear written or electronic notice; and
You either:
- Affirmatively accept the revised Terms; or
- Request, pay for, or join a future Call after being clearly informed that doing so constitutes acceptance of the revised Terms.

Lived-In may require you to check a new acceptance box before requesting or joining another Call.

You may stop using the Prospect Services if you do not agree to a revision.

A revision will not retroactively change:

The price or refund rules for a Call you already paid for;
The eligibility conditions of an already accepted credit offer;
Whether a completed Call occurred; or
Other rights or obligations connected with a prior Call

unless you expressly agree or applicable law requires the change.

Lived-In may change internal procedures, technology, scheduling practices, verification providers, payment providers, calling providers, or other operational matters without formally amending these Terms, provided the change does not materially alter your contractual rights or obligations for an already paid Call.

The current version and effective date will be available through the website or your Account.

18. Electronic Communications and Acceptance#

You agree to transact with Lived-In electronically.

Lived-In may provide:

These Terms;
Booking options;
Scheduling notices;
Reminders;
Payment and refund notices;
Move-in-credit notices;
Policy updates;
Verification requests;
Account notices; and
Other legally relevant records

through your Account, email, text message, website notices, or another electronic method you authorize.

You agree to receive transactional text messages and emails reasonably needed to create an Account, arrange Calls, process payment, provide access, administer refunds or credits, provide legal notices, and operate the Prospect Services.

Message and data rates charged by your telephone provider may apply.

You are responsible for maintaining accurate contact information and reviewing communications sent to it.

Electronic records and notices will be made available in a form that you can retain or download when legally required.

You may withdraw from future electronic transactions by closing your Account and discontinuing use. Withdrawal does not affect the validity of agreements or records previously accepted electronically.

These Terms do not authorize promotional or marketing text messages where separate consent is required.

19. Service Disclaimers#

Lived-In verifies that a Resident has supplied information reasonably supporting identity and current residency.

Lived-In does not guarantee the accuracy, completeness, relevance, tone, quality, or current status of every statement made by a Resident or Prospect.

Lived-In does not guarantee:

That a Resident will be available;
That a requested Call will be accepted;
That a Call will occur at a requested time;
That a Call will last a particular length;
That a Resident will answer every question;
That a Resident’s experience will match yours;
That a Resident will communicate in the manner you prefer;
That the Call will confirm or disprove an online review;
That the Call will meet your prior expectations;
That you will apply, lease, or move in;
That the Property will approve an application;
That the Property will provide a credit unless a specific offer applies and its conditions are satisfied;
That the Property will take or refrain from taking an action;
That the Services will always be uninterrupted or error-free; or
That deidentified information can never be reidentified.

Lived-In is not responsible for:

Property conditions;
Leasing decisions;
Repairs;
Management conduct;
Applications;
Lease terms;
Deposits;
Pricing or availability;
Accessibility or accommodations;
Safety or security conditions; or
Disputes between a Property and its residents, applicants, or occupants.

The Property does not control what the Resident says during the Call and is not responsible for the Call’s quality or whether it matches your expectations solely because the Property participates in Lived-In or provides a move-in credit.

Except for commitments expressly stated in these Terms, the Services are provided on an “as available” basis to the maximum extent permitted by law.

Nothing in this section excludes a responsibility that cannot legally be excluded.

20. Limitation of Liability#

Please read this section carefully. It limits the damages that may be recovered from Lived-In.

To the maximum extent permitted by law, neither you nor Lived-In will be liable to the other for indirect, incidental, special, exemplary, punitive, or consequential damages arising out of or relating to:

These Terms;
Your Account;
A requested, proposed, paid, scheduled, cancelled, or completed Call;
A Resident;
A Property;
A move-in-credit offer or claim; or
The Prospect Services.

To the maximum extent permitted by law, Lived-In’s total aggregate liability arising out of or relating to these Terms will not exceed the Call price payable for five completed Calls at the standard Call price in effect when the event giving rise to the claim occurred.

These limitations do not apply to:

Fraud;
Willful misconduct;
Gross negligence;
Unauthorized recording;
A material breach of confidentiality; or
Liability that applicable law does not permit the parties to limit.

Nothing in these Terms limits a nonwaivable statutory right.

21. Disputes, Florida Law, and Venue#

Before beginning a legal proceeding, the parties are encouraged to try in good faith to resolve the dispute through written communication.

Informal discussions are voluntary. Neither party is required to delay legal action, waive a right, or complete an informal process before seeking relief.

These Terms are governed by the laws of the State of Florida, without regard to conflict-of-law principles.

Unless applicable law requires otherwise, a lawsuit arising out of or relating to these Terms must be brought exclusively in a state or federal court of competent jurisdiction located in Miami-Dade County, Florida.

Each party is responsible for its own attorneys’ fees and legal costs unless a statute, court order, or another enforceable agreement requires otherwise.

These Terms do not require arbitration and do not contain a class-action waiver.

22. Documents Included in These Terms#

Your agreement with Lived-In includes:

These Prospect Terms of Service;
The Prospect Community Guidelines;
The Prospect Fair Housing Guidelines; and
The Prospect Payment, Cancellation & Move-In Credit Policy.

The Privacy Policy describes how Lived-In collects, uses, retains, protects, and shares personal information.

If these documents conflict:

The Prospect Payment, Cancellation & Move-In Credit Policy controls payment, refund, cancellation, no-show, and move-in-credit administration;
These Terms control general use of the Prospect Services;
The Prospect Community Guidelines control detailed conduct requirements; and
The Prospect Fair Housing Guidelines always control fair-housing, demographic, discrimination, and steering issues.

23. Key Definitions#

“Account” means your Lived-In Prospect account.

“Call” means a private-from-the-Property, one-time conversation arranged by Lived-In between you and a Resident concerning a Property you are evaluating. Every Call is monitored by Lived-In and automatically transcribed in writing.

“Call price” means the amount disclosed and accepted for a particular Call.

“Completed Call” means a Call in which the participants timely join or are treated as timely under the applicable rules and receive a meaningful opportunity to participate, including a Call that properly ends early because of a participant decision, safety concern, conduct issue, privacy issue, fair-housing issue, withdrawal of required Call consent, or technical issue. Lived-In will determine completion in good faith under the Terms and applicable Policy.

“Property” means the apartment property discussed during a Call or associated with a Call request, booking, or move-in-credit offer.

“Prospect” means a prospective renter who registers, requests, purchases, or participates in a Call or otherwise uses the Prospect Services.

“Prospect Services” or “Services” means Lived-In’s website, Account tools, Call-request process, Resident matching, scheduling, communications, Calls, monitoring, transcription, payment administration, refund administration, move-in-credit administration, and related services offered to Prospects.

“Resident” means a current resident whom Lived-In has approved to participate in a Call about the Property where the Resident currently lives.

“Move-in credit” means a credit, reimbursement, or other disclosed benefit offered by a participating Property or, in limited cases, Lived-In, subject to the applicable eligibility conditions.

24. General Terms#

24.1 Entire Agreement#

These Terms and the policies incorporated into them form the entire agreement between you and Lived-In concerning the Prospect Services.

They replace prior discussions or communications concerning the same subject.

24.2 No Contract with the Property or Resident#

The Property, its owner, management company, leasing team, and the Resident are not parties to these Terms.

Nothing in these Terms creates an employment, agency, brokerage, fiduciary, advisory, or contractual relationship between you and the Property or Resident through Lived-In.

A move-in credit provided by the Property remains subject to the applicable disclosed offer and Property account procedures.

24.3 Assignment#

You may not assign your Account, these Terms, a Call booking, or a move-in-credit claim.

Lived-In may assign these Terms to a successor in connection with a merger, acquisition, restructuring, financing, or transfer of substantially all relevant business assets, provided the successor assumes Lived-In’s obligations.

24.4 Severability#

If a provision is found unenforceable, it will be limited or removed only to the extent necessary. The remaining provisions will continue in effect.

24.5 No Waiver#

Failure to enforce a provision once does not waive the right to enforce it later.

24.6 No Third-Party Beneficiaries#

Except for a permitted Lived-In successor, these Terms do not create enforceable rights in another person or entity.

24.7 Electronic Acceptance#

Your electronic acceptance is intended to have the same effect as a written signature.

Lived-In may retain records showing:

The version accepted;
Your name and Account;
The date and time of acceptance;
The acceptance method;
The linked policies presented;
The booking or payment associated with the acceptance; and
Relevant device, browser, or technical information.

24.8 Headings#

Headings are provided for convenience and do not change the meaning of these Terms.

25. Contact Information#

Questions, legal notices, Account-closure requests, refund concerns, move-in-credit concerns, and support requests may be sent to:

LIVED-IN, LLC
655 NE 193rd Ter
Miami, Florida 33179

Email: andres@livedinit.com
Telephone: 786-213-2600