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TERMS OF SERVICE

1. INTRODUCTION

These Terms of Service (“Terms”) govern the use of the HIVE Intercom platform, hardware, mobile applications, cloud infrastructure, websites, support services, and related services (collectively, the “Services”) provided by Hive Access Control Inc. (“HIVE”, “we”, “our”, or “us”).

By approving a proposal, purchasing Hardware, activating the Services, installing the HIVE platform, submitting onboarding information, creating accounts, using the Services, or otherwise interacting with the HIVE platform, the Customer and all End Users acknowledge and agree to be bound by these Terms and all related HIVE policies.

If you do not agree with these Terms, you must not use the Services.

2. DEFINITIONS

“Customer”

The condominium syndicate, building owner, property management company, landlord, corporation, or other entity purchasing or authorizing the Services.

“End User”

Any resident, tenant, occupant, employee, visitor, guest, or individual interacting with the Services.

“Hardware”

HIVE intercom kiosks and related physical equipment.

“Software”

The HIVE applications, cloud services, APIs, firmware, databases, and digital infrastructure.

“Customizations”

Any non-standard workflow, workaround, configuration, modification, or customer-requested functionality outside the intended supported functionality of the HIVE platform.

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3. NATURE OF THE SERVICE

HIVE provides a cloud-connected intercom and access management platform.

The Services are provided on a best-effort basis and rely on third-party infrastructure.

HIVE does not provide:

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• emergency communication services;

• monitored security services;

• life-safety systems;

• alarm monitoring;

• intrusion detection;

• guaranteed uninterrupted building access; or

• replacement for keys, FOBs, concierge services, or emergency entry procedures.

Customers are responsible for maintaining alternative building access methods.

4. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

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• maintaining internet connectivity;

• maintaining local networking infrastructure;

• maintaining electrical power;

• obtaining resident consents;

• communicating onboarding/offboarding requests;

• maintaining alternative access methods;

• ensuring lawful use of the Services; and

• making timely payments.

HIVE does not provide:

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• networking services;

• ISP troubleshooting;

• router configuration;

• firewall configuration;

• Wi-Fi troubleshooting;

• electrical work; or

• on-site networking support.

5. END USER RESPONSIBILITIES

End Users are responsible for:

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• maintaining device security;

• maintaining email account security;

• ensuring accurate information;

• using the Services lawfully;

• not sharing unauthorized access; and

• promptly reporting unauthorized activity.

6. DIRECTORY MANAGEMENT

HIVE performs directory management services on behalf of Customers.

Residents may request display name changes including:

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• initials;

• nicknames;

• abbreviations; or

• alternative identifiers.

HIVE reserves the right to reject:

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• offensive names;

• misleading identities;

• impersonation attempts;

• abusive content; or

• inappropriate directory entries.

Directory changes may require manual processing by HIVE staff.

7. UNSUPPORTED CUSTOMIZATIONS

Unsupported Customizations:

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• are provided on a best-effort basis only;

• may require additional fees;

• may require manual intervention;

• are not guaranteed;

• may become incompatible following updates;

• may be discontinued at any time; and

• may require future paid maintenance or recreation.

HIVE makes no warranty regarding permanence, compatibility, or future availability of unsupported Customizations.

No verbal statement, informal communication, accommodation, workaround, or representation shall modify the scope of Services or create binding obligations unless expressly confirmed in writing by HIVE.

8. HARDWARE

Ownership

Hardware ownership transfers only after full payment has been received.

Warranty

HIVE provides a limited one (1) year repair warranty.

Warranty exclusions include:

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• vandalism;

• misuse;

• environmental damage;

• networking issues;

• electrical damage;

• water damage;

• unauthorized modifications; and

• third-party damage.

HIVE may use refurbished or replacement components.

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Unauthorized Modifications

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Customers and third parties may not tamper with or modify HIVE systems without written authorization.

9. SOFTWARE AND ACCESS

HIVE does not guarantee:

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• uninterrupted service;

• uninterrupted mobile app functionality;

• successful remote unlock execution;

• instant notifications; or

• compatibility with all devices.

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Remote unlock functionality is used at the End User’s own risk.

10. THIRD-PARTY DEPENDENCIES

The Services depend on third-party providers including:

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• Google Cloud;

• Firebase;

• Twilio;

• Apple Push Notifications;

• Google Play Services;

• SendGrid;

• Sematext;

• internet providers; and

• telecom providers.

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HIVE is not responsible for outages, interruptions, delays, or failures caused by third-party providers.

11. SUPPORT SERVICES

HIVE provides support during normal business hours only.

HIVE may, at its sole discretion, provide after-hours or emergency assistance where operationally feasible. However, HIVE does not guarantee after-hours availability, response times, emergency support coverage, or uninterrupted support services.

HIVE may remotely access systems for diagnostics, maintenance, troubleshooting, and operational support.

12. FEES, BILLING, AND RENEWALS

HIVE operates on recurring annual SaaS and service fees.

Unless cancelled in writing prior to renewal, services automatically renew annually.

HIVE reserves the right to adjust pricing upon renewal due to:

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• inflation;

• supplier costs;

• infrastructure costs;

• development costs;

• telecom costs; or

• operational expenses.

Annual service fees are non-refundable once a renewal period has commenced.

HIVE may suspend Services for overdue accounts.

13. PRIVACY AND DATA

HIVE may collect:

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• resident names;

• apartment numbers;

• phone numbers;

• email addresses;

• access logs;

• unlock logs;

• intercom call logs;

• visitor snapshots;

• device identifiers; and

• support communications.

Operational logs and visitor snapshots are generally retained for approximately three (3) months.

Upon termination of Services, HIVE may provide a reasonable export of basic directory information including resident names, apartment numbers, telephone numbers, and email addresses. HIVE is not obligated to provide historical logs, visitor snapshots, analytics, infrastructure records, or internal operational data.

14. ACCEPTABLE USE

Users may not:

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• attempt unauthorized access;

• impersonate others;

• use offensive display names;

• abuse visitor communication features;

• interfere with platform security;

• reverse engineer the platform; or

• use the Services unlawfully.

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HIVE may suspend or terminate accounts engaged in prohibited behavior.

15. MAINTENANCE AND PLATFORM CHANGES

HIVE reserves the right to perform:

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• scheduled maintenance;

• emergency maintenance;

• software updates;

• database migrations;

• infrastructure updates; and

• platform modifications.

Such actions may temporarily impact availability or functionality.

16. AI AND AUTOMATED SYSTEMS

HIVE may utilize:

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• analytics tools;

• automated systems;

• artificial intelligence technologies;

• machine learning systems;

• fraud detection systems; and

• automated moderation tools

for operational, diagnostic, support, reliability, and security purposes.

17. LIMITATION OF LIABILITY

To the maximum extent permitted by law, HIVE shall not be liable for:

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• unauthorized access;

• theft;

• vandalism;

• missed deliveries;

• outages;

• telecom failures;

• internet outages;

• cloud outages;

• installer negligence;

• unsupported Customizations;

• customer network failures;

• delayed notifications;

• power failures; or

• indirect or consequential damages.

HIVE’s aggregate liability shall not exceed the amount paid by the Customer during the preceding twelve (12) months.

18. GOVERNING LAW

These Terms are governed by the laws of Quebec and applicable federal Canadian law.

Any disputes shall be submitted exclusively to the courts located in Montreal, Quebec.

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