Terms of Use

Effective Date: 9/28/25

1. Agreement to These Terms

These Terms of Use ("Terms") form a binding agreement between you ("you" or "User") and IMR Billing Services LLC, a Florida limited liability company located in Sunrise, FL 33323 ("IMR," "we," "us," or "our").

These Terms govern your access to and use of:

  • The website located at imrbilling.com and any subdomains (the "Website");

  • The resident bill-pay portal made available through the Website (the "Resident Portal");

  • Any communications you receive from us in connection with the foregoing; and

  • Any related services we provide to property managers, owners, residents, or tenants (collectively, the "Services").

By accessing the Website, creating or using a Resident Portal account, or otherwise using the Services, you agree to these Terms and to our Privacy Policy. If you do not agree, do not use the Website or the Services.

These Terms apply to (a) property managers and owners ("Clients") who engage IMR for utility billing and related services under a separate written services agreement (the "Services Agreement"), and (b) residents and tenants ("Residents") who view bills, make payments, or otherwise interact with the Services on behalf of themselves. Where these Terms conflict with a signed Services Agreement, the Services Agreement controls as to that Client.

2. About the Services

IMR provides utility billing and related services to property owners, property managers, homeowner associations, mobile home park operators, condominium associations, and commercial property operators across Florida and elsewhere. The Services include, without limitation:

  • Submetered utility billing for water, gas, hot water, and electric services;

  • Ratio Utility Billing System ("RUBS") allocations for properties without submeters;

  • Resident billing management, payment processing, and revenue recovery;

  • Utility management, monthly billing, and reporting;

  • Field service management for submeter installation, inspection, and repair;

  • Automated water leak detection and related notifications, including the Leak Alert Response System ("LARS") operated through our affiliate IMR Agent LLC; and

  • Resident-facing customer service, account access, and online payment functionality through the Resident Portal.

The specific Services available to any particular Client or Resident depend on the property at which the User resides or which the Client manages, and on the terms of the applicable Services Agreement.

3. Eligibility and Account Registration

3.1 Eligibility

You must be at least 18 years old and capable of entering a binding contract under applicable law to use the Services. The Services are not directed to children under the age of 13, and we do not knowingly collect personal information from children under 13. See our Privacy Policy for additional information.

3.2 Resident Portal Accounts

To access bills or make payments through the Resident Portal, you may be required to create an account using credentials issued to you by IMR or by your property manager. You agree to:

  • Provide accurate, current, and complete information when creating your account;

  • Promptly update your account information to keep it accurate;

  • Maintain the confidentiality of your account credentials;

  • Be responsible for all activity that occurs under your account; and

  • Notify IMR immediately at info@imrbilling.com if you suspect unauthorized use of your account.

IMR is not liable for any loss or damage arising from your failure to comply with the obligations in this Section 3.2.

3.3 Client Accounts

Clients access the Services pursuant to a separately negotiated Services Agreement. Authorized representatives of a Client are responsible for the actions taken under the Client's account, including by their own employees and agents.

4. Payments and Billing

4.1 Payment Methods

If you are a Resident, you may pay your utility bill through the Resident Portal using ACH bank transfer, debit card, credit card, or by mailing a check, subject to the methods made available by IMR and your property's configuration. Card processing is performed by a third-party payment processor; IMR does not store full card numbers on its own systems.

4.2 Authorization

By submitting a payment through the Resident Portal, you authorize IMR (or its payment processor) to charge the payment method you select for the amount specified. Recurring or scheduled payments, if elected, will continue until you cancel them through the Resident Portal or by contacting IMR.

4.3 Billing Disputes

If you believe a charge is incorrect, you must notify IMR within sixty (60) days of the bill date by contacting info@imrbilling.com or (954) 866-1502. We will investigate disputes in good faith. Nothing in this Section limits any non-waivable rights you have under applicable law.

4.4 Late Payments and Revenue Recovery

If your account becomes delinquent, IMR or your property manager may apply late fees, interest, or other charges in accordance with your lease, your services agreement, and applicable law. IMR may engage in revenue recovery activities, including reminders, follow-up communications, and referral to collection or legal counsel, in accordance with the Fair Debt Collection Practices Act and other applicable laws.

4.5 Refunds

Refunds, if any, are governed by the applicable lease, Services Agreement, or property policy. IMR does not unilaterally issue refunds outside the scope of those documents.

5. Communications from IMR

5.1 Operational Communications (Email)

When you provide an email address to IMR — whether through the Website, the Resident Portal, your property manager, or a service request — you agree that IMR may contact you at that address for operational purposes related to the Services, including:

  • Billing statements, invoices, and payment receipts;

  • Payment reminders and delinquency notices;

  • Account, service, and security notifications;

  • Notifications about possible water leaks or unusual water usage at your unit, where the leak detection service is enabled at your property; and

  • Responses to your inquiries.

These are informational, transactional, or relationship communications. Each commercial email we send will include a method to opt out of further commercial messages in accordance with the federal CAN-SPAM Act (15 U.S.C. § 7701 et seq.). Opting out of commercial emails will not stop transactional billing or payment notices required to operate your account.

5.2 SMS and Voice Communications — Separate Consent Required

IMR does not send SMS text messages or place automated, prerecorded, or AI-generated voice calls to you under these Terms. If IMR offers SMS or voice communications at your property, you will be asked to provide a separate, channel-specific consent through the Resident Portal or another documented consent method before any such message or call is placed. Each consent will:

  • Identify IMR as the sender;

  • Identify the specific channel (SMS or voice) and the type of content (e.g., leak alerts, payment reminders);

  • Disclose the use of automated or AI-generated technology, where applicable;

  • Allow you to consent to one channel without consenting to the other; and

  • Be revocable at any time without affecting your tenancy, your account, or your access to other Services.

This Section is intended to comply with the federal Telephone Consumer Protection Act (47 U.S.C. § 227), the FCC's February 2024 declaratory ruling on AI-generated voice, the Florida Telephone Solicitation Act (Fla. Stat. § 501.059), and related law. Submitting information through the Website, the Resident Portal, or any contact form does not by itself constitute consent to receive SMS or voice communications.

5.3 Frequency, Carrier Charges, and Opt-Out

Where you have separately consented to SMS or voice communications, message frequency varies based on activity at your unit and the type of communication. Standard message and data rates from your wireless carrier may apply to SMS messages. You may revoke consent at any time by:

  • Replying STOP to any SMS message (for SMS consent);

  • Telling the AI agent or representative on a call to stop calling you (for voice consent);

  • Updating your preferences in the Resident Portal; or

  • Emailing info@imrbilling.com.

Opt-out requests will be honored promptly in accordance with applicable law.

6. Acceptable Use

You agree that you will not, and will not attempt to:

  1. Use the Website or Services for any unlawful purpose, or in violation of these Terms or applicable law;

  2. Access or use any account or data that does not belong to you, or impersonate any person or entity;

  3. Interfere with, disrupt, probe, scan, or test the vulnerability of the Website, the Resident Portal, or any related infrastructure, or breach any security or authentication measures;

  4. Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of any portion of the Services, except to the extent expressly permitted by applicable law;

  5. Use any robot, scraper, crawler, spider, or other automated means to access, copy, harvest, or index any part of the Website or Services without our prior written consent;

  6. Upload, transmit, or distribute any virus, worm, malware, or other malicious code;

  7. Submit false, misleading, or fraudulent information, including in connection with any payment or billing dispute;

  8. Use the Services to harass, defame, threaten, or harm any other person; or

  9. Use the Services in a way that imposes an unreasonable or disproportionately large load on our infrastructure.

We reserve the right to investigate any suspected violation of this Section, to suspend or terminate access in our reasonable discretion, and to cooperate with law enforcement.

7. Intellectual Property

7.1 Our Content

The Website, the Resident Portal, the Services, and all content and materials made available through them — including text, graphics, logos, images, software, designs, methodologies, leak detection algorithms, and the LARS system — are owned by IMR, IMR Agent LLC, or our licensors, and are protected by United States and international copyright, trademark, patent, trade secret, and other intellectual property laws. IMR Agent LLC's leak detection technology is the subject of pending United States patent application 19/417,748 and other intellectual property protections.

We grant you a limited, non-exclusive, non-transferable, revocable license to access and use the Website and the Resident Portal solely for the purposes described in these Terms. No other rights are granted.

7.2 Trademarks

"IMR Billing Services," "IMR," "LARS," and any associated logos and slogans are trademarks of IMR Billing Services LLC or IMR Agent LLC. You may not use these marks without our prior written consent.

7.3 Feedback

If you submit suggestions, ideas, or feedback to us, you grant us a perpetual, irrevocable, royalty-free, worldwide license to use that feedback for any purpose, without obligation to you.

8. Third-Party Services and Links

The Website and Services may include links to or integrations with third-party services, including payment processors, submetering hardware vendors (such as NextCentury and Inovonics), property management platforms, communications providers, and other third parties. These third-party services are governed by their own terms and privacy policies, and IMR is not responsible for their content, practices, or availability. Your use of any third-party service is at your own risk.

9. Disclaimers

9.1 Services Provided "As Is"

EXCEPT AS EXPRESSLY STATED IN A WRITTEN SERVICES AGREEMENT WITH A CLIENT, THE WEBSITE AND THE SERVICES ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS, WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, NON-INFRINGEMENT, AND ANY WARRANTIES ARISING FROM COURSE OF DEALING OR USAGE OF TRADE.

9.2 No Guarantee of Leak Detection

The LARS leak detection service analyzes water usage patterns to identify possible leaks. LARS is a notification and analytics tool, not a plumbing inspection, plumbing service, or guarantee of any kind. IMR does not warrant that LARS will detect every leak, that every notification reflects an actual leak, or that any specific leak will be identified within any specific timeframe. Submeter readings, gateway connectivity, hardware status, and other factors can affect detection. Users and property managers remain responsible for their own plumbing inspections, maintenance, and emergency response. Nothing in the Services creates an obligation for IMR to provide emergency response, dispatch service technicians, or take any specific action upon detection of unusual water usage, except as expressly required by a written Services Agreement.

9.3 No Professional Advice

Information provided through the Services is not a substitute for professional plumbing, legal, accounting, tax, or financial advice. You should consult appropriate professionals before taking action based on any information you receive through the Services.

9.4 Communications Reliability

IMR uses commercially reasonable efforts to deliver communications, but does not guarantee that emails, SMS messages, voice calls, or portal notifications will be delivered, received, or read in any particular timeframe. Email filters, carrier delays, technical errors, and network issues are outside our control.

10. Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY APPLICABLE LAW:

(a) IN NO EVENT WILL IMR, ITS AFFILIATES (INCLUDING IMR AGENT LLC), OR ANY OF ITS OFFICERS, MEMBERS, EMPLOYEES, OR AGENTS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, CONSEQUENTIAL, SPECIAL, EXEMPLARY, OR PUNITIVE DAMAGES, INCLUDING DAMAGES FOR LOST PROFITS, LOST REVENUE, LOST DATA, BUSINESS INTERRUPTION, OR PROPERTY DAMAGE, ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICES, EVEN IF IMR HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES;

(b) IMR'S AGGREGATE LIABILITY TO ANY USER ARISING OUT OF OR IN CONNECTION WITH THESE TERMS OR THE SERVICES, REGARDLESS OF THE FORM OF ACTION, WILL NOT EXCEED THE GREATER OF (i) ONE HUNDRED DOLLARS ($100) OR (ii) THE TOTAL AMOUNTS PAID BY THAT USER TO IMR IN THE TWELVE (12) MONTHS IMMEDIATELY PRECEDING THE EVENT GIVING RISE TO LIABILITY; AND

(c) THE LIMITATIONS IN THIS SECTION DO NOT APPLY TO LIABILITY ARISING FROM IMR'S FRAUD, GROSS NEGLIGENCE, OR WILLFUL MISCONDUCT, OR TO LIABILITY THAT CANNOT BE LIMITED OR EXCLUDED UNDER APPLICABLE LAW. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OF CERTAIN DAMAGES, SO SOME OF THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.

11. Indemnification

You agree to defend, indemnify, and hold harmless IMR, its affiliates, and its and their officers, members, employees, and agents from and against any claims, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising out of or related to: (a) your breach of these Terms; (b) your violation of any law or third-party right; (c) your misuse of the Website, the Resident Portal, or the Services; or (d) any content or information you submit through the Services.

12. Termination

IMR may suspend or terminate your access to the Website, the Resident Portal, or any Services at any time for any reason, including any actual or suspected violation of these Terms, with or without notice and without liability to you. You may stop using the Services at any time. Sections of these Terms that by their nature should survive termination — including Sections on Intellectual Property, Disclaimers, Limitation of Liability, Indemnification, Governing Law, and Dispute Resolution — will survive.

13. Governing Law and Venue

These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-laws principles. Subject to Section 14, you and IMR agree that any action arising out of or related to these Terms or the Services that is not subject to arbitration will be filed exclusively in the state or federal courts located in Broward County, Florida, and you consent to the personal jurisdiction of those courts.

14. Dispute Resolution; Binding Arbitration; Class-Action Waiver

Please read this Section carefully. It affects your legal rights, including your right to a jury trial and your right to participate in a class action.

14.1 Informal Resolution

Before initiating any formal proceeding, you agree to first contact IMR at info@imrbilling.com and provide a written description of the dispute, your contact information, and the relief you are seeking. IMR and you will attempt in good faith to resolve the dispute informally for at least thirty (30) days before initiating arbitration or litigation.

14.2 Binding Arbitration

If the dispute is not resolved informally, you and IMR agree that any dispute, claim, or controversy arising out of or relating to these Terms or the Services — except as described in Section 14.4 below — will be resolved by binding individual arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules then in effect. The arbitration will be conducted in Broward County, Florida, or by telephone or video at the option of the consumer claimant.

14.3 Class-Action Waiver

YOU AND IMR AGREE THAT EACH MAY BRING CLAIMS AGAINST THE OTHER ONLY IN AN INDIVIDUAL CAPACITY AND NOT AS A PLAINTIFF OR CLASS MEMBER IN ANY PURPORTED CLASS, COLLECTIVE, OR REPRESENTATIVE ACTION. The arbitrator may not consolidate claims and may not preside over any form of representative or class proceeding.

14.4 Exceptions

Either party may seek (a) injunctive or other equitable relief in court to protect intellectual property rights, and (b) relief in small-claims court for any qualifying claim. Nothing in this Section prevents either party from bringing issues to the attention of federal, state, or local agencies.

14.5 Opt-Out

You may opt out of this arbitration agreement by emailing info@imrbilling.com with the subject line "Arbitration Opt-Out" within 30 days of first accepting these Terms, including your name, address, and a statement that you wish to opt out. Opting out will not affect any other provision of these Terms.

15. Changes to These Terms

We may update these Terms from time to time. When we do, we will revise the "Last Updated" date at the top of these Terms and post the updated Terms on the Website. For material changes that affect your rights, we will provide additional notice (such as an email or a prominent notice on the Website). Your continued use of the Services after the updated Terms become effective constitutes your acceptance of the updated Terms.

16. Miscellaneous

16.1 Entire Agreement

These Terms, together with our Privacy Policy and any applicable Services Agreement, constitute the entire agreement between you and IMR regarding the Services and supersede any prior agreements on the same subject matter.

16.2 Severability

If any provision of these Terms is held invalid or unenforceable, the remaining provisions will remain in full force and effect, and the invalid provision will be modified to the minimum extent necessary to make it enforceable.

16.3 No Waiver

IMR's failure to enforce any provision is not a waiver of its right to do so later.

16.4 Assignment

You may not assign or transfer these Terms or any rights under them without our prior written consent. IMR may assign these Terms without restriction.

16.5 Force Majeure

IMR is not liable for any failure or delay in performance caused by events beyond its reasonable control, including acts of God, weather events, hurricanes, power outages, telecommunications failures, internet failures, labor disputes, or governmental action.

16.6 Notices

Notices to IMR must be sent to: IMR Billing Services LLC: info@imrbilling.com. Notices to you may be sent to the email address or postal address associated with your account.

16.7 Headings

Section headings are for convenience only and do not affect interpretation.

17. Contact

IMR Billing Services LLC: (954) 368-3180 Email: info@imrbilling.com