Terms of Service

Last updated: April 2026

1. Acceptance of Terms

By accessing or using the CastleEx platform ("Platform"), you agree to be bound by these Terms of Service ("Terms") and our Privacy Policy. If you do not agree to these Terms, you must not use the Platform. These Terms constitute a legally binding agreement between you and CastleEx Real Estate Platform ("we", "us", or "CastleEx").

We reserve the right to modify these Terms at any time. Continued use of the Platform after changes are posted constitutes acceptance of the revised Terms.

2. User Accounts and Roles

To access most features of the Platform, you must create an account and select a role. Each role carries distinct rights and responsibilities:

  • Buyer: May search listings, submit inquiries, schedule viewings, and make offers. Buyers agree to act in good faith and not submit frivolous or false inquiries.
  • Homeowner: May list properties for sale or rent, review offers, and communicate with agents and buyers. Homeowners are responsible for the accuracy of their listings.
  • Agent: Must hold a valid real estate license in their operating jurisdiction. Agents may manage listings, respond to inquiries, and facilitate transactions on behalf of homeowners.
  • Affiliate: May refer users and properties to the Platform and earn referral commissions. Affiliates must not engage in spam or misleading advertising.
  • Developer: Property developers may list off-plan projects and manage project phases. Developers must provide verified company registration and project documentation.
  • Lawyer: Verified legal professionals may be assigned to oversee property transactions. Lawyers must provide valid bar association credentials.

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify us immediately at support@castleex.com of any unauthorised account use.

3. Agent Responsibilities

  • Agents must maintain a valid, active real estate license and notify CastleEx immediately if their license expires or is revoked.
  • All property listings must be accurate, current, and comply with applicable real estate advertising regulations.
  • Agents are required to respond to buyer inquiries within 48 hours and conduct themselves professionally in all Platform interactions.
  • Agents must attend or arrange confirmed viewings. Repeated no-shows may result in account suspension.
  • Agents must not misrepresent their credentials, transaction history, or badge status.
  • Commission amounts and terms must be agreed with homeowners prior to listing. CastleEx does not mediate commission disputes.

4. Buyer Responsibilities

  • Buyers must act in good faith when submitting inquiries, scheduling viewings, and making offers.
  • False inquiries, no-show viewings without cancellation, or offers submitted without genuine intent to purchase are prohibited and may result in account suspension.
  • Buyers must not attempt to bypass the Platform's privacy gates to obtain agent or homeowner contact details outside of the established process.
  • Buyers are responsible for conducting their own due diligence regarding properties and are encouraged to seek independent legal and financial advice before committing to a purchase.

5. Commission and Payment Terms

  • Affiliate Commissions: Affiliates earn 8% of the transaction value for successful property referrals, AED 500 per verified agent signup, and AED 100 per verified buyer signup. Commissions are credited only after the referred user completes their first qualifying transaction.
  • Minimum Payout: The minimum payout threshold for affiliates is AED 500. Payouts are processed via bank transfer within 3–5 business days of approval.
  • Escrow: Property deposits may be held in escrow per the terms agreed in the Sale and Purchase Agreement. Escrow funds are released upon satisfaction of agreed conditions.
  • Payment Processing: All payments are processed via Paystack, Flutterwave, or M-Pesa. By making a payment on the Platform, you agree to the applicable payment processor's terms of service.
  • Currency: Transactions may be conducted in multiple currencies. Exchange rates are provided for reference only and may differ from rates applied by your bank or payment provider.

6. Prohibited Conduct

The following conduct is strictly prohibited on the Platform:

  • Publishing false, misleading, or fraudulent property listings.
  • Identity fraud, including impersonating another user, agent, or legal entity.
  • Sending unsolicited marketing messages (SPAM) to other users via the Platform's messaging system.
  • Price manipulation, including colluding to artificially inflate or deflate property valuations.
  • Scraping, crawling, or automated data extraction from the Platform without prior written consent.
  • Attempting to circumvent security measures, authentication systems, or privacy gates.
  • Using the Platform for any unlawful purpose or in violation of any applicable laws or regulations.

Violations may result in immediate account suspension, termination, and reporting to relevant authorities.

7. Platform Fees and Billing

Some features of the Platform may be subject to fees. Any applicable fees will be clearly disclosed prior to purchase. By initiating a paid transaction, you authorise us to charge the stated amount.

  • Platform fees are non-refundable once a transaction has been initiated, unless otherwise stated.
  • Subscription fees (if applicable) are billed in advance and are non-refundable for any unused portion of a billing period.
  • We reserve the right to change our fee structure with 30 days' notice to affected users.

8. Intellectual Property

All content, design, logos, software, and technology on the Platform are owned by or licensed to CastleEx and are protected by applicable intellectual property laws. You may not reproduce, distribute, modify, or create derivative works without our prior written consent.

By submitting content to the Platform (including property photos, descriptions, and reviews), you grant CastleEx a non-exclusive, royalty-free, worldwide licence to use, display, and distribute that content in connection with the operation of the Platform.

9. Limitation of Liability

To the maximum extent permitted by applicable law:

  • CastleEx is a technology platform facilitating connections between buyers, sellers, and agents. We do not act as a real estate broker, agent, or financial advisor.
  • We make no warranties, express or implied, regarding the accuracy of property listings, agent credentials, or market valuations.
  • CastleEx shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform.
  • Our total aggregate liability to you shall not exceed the fees paid by you to CastleEx in the 12 months preceding the claim.

10. Termination

Termination by CastleEx: We may suspend or terminate your account at any time, with or without notice, if we determine that you have violated these Terms, engaged in fraudulent activity, or your continued use poses a risk to other users or the Platform. In cases of serious violations (fraud, identity theft), termination is immediate.

Termination by User: You may close your account at any time by contacting us at support@castleex.com. Upon closure, your personal data will be removed within 30 days, subject to legal retention requirements. Active transactions and pending commissions must be settled prior to account closure.

11. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates, specifically the laws of the Emirate of Dubai. Any disputes arising from or relating to these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the courts of Dubai, UAE.

12. Changes to Terms

We may update these Terms from time to time. When we make material changes, we will notify you by email and update the "Last updated" date at the top of this page. Changes take effect 14 days after notification for existing users, or immediately upon registration for new users. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

13. Contact

For legal inquiries, notices, or questions about these Terms, contact our Legal Team at: legal@castleex.com

CastleEx Real Estate Platform
Dubai, United Arab Emirates