Terms of Service

• "Platform" refers to all websites, applications, and services provided by Refine Mortgage Inc., including refinemortgage.net, loan officer microsites, The Refinery CRM, and any related tools or features.
• "User" refers to any individual who accesses or uses the Platform, including clients, prospects, and visitors.
• "Team Member" refers to employees, contractors, and authorized representatives of Refine Mortgage Inc. who access the Platform for business purposes.
• "Client" refers to a User who has submitted a loan application or engaged our services for mortgage financing.
• "Arlo" refers to our AI-powered assistant that provides automated responses to user inquiries.
• "Content" refers to all text, images, data, documents, and other materials available on or through the Platform.

• You must be at least 18 years of age to use the Platform or submit a loan application.
• By using the Platform, you represent and warrant that all information you provide is accurate, complete, and current.
• You may not use the Platform if you are barred from receiving services under the laws of the United States or other applicable jurisdictions.

• Team Member Accounts: Access to The Refinery platform is granted by administrators. Team members must maintain the confidentiality of their login credentials and may not share accounts.
• Client Access: Clients may be granted portal access to view loan status and upload documents. You agree to provide accurate information when creating an account.
• Account Security: We implement role-based access controls and multi-factor authentication for Team Members. You are responsible for all activity that occurs under your account. Notify us immediately of any unauthorized access.

• You agree not to use the Platform for any illegal purpose or in violation of any local, state, national, or international law.
• You may not attempt to gain unauthorized access to any portion of the Platform or its systems.
• You may not upload or transmit viruses, malware, or other harmful code.
• You may not scrape, crawl, or use automated means to access the Platform without our express written permission.
• You may not impersonate any person or entity, or falsely state or misrepresent your affiliation.
• You may not harass, abuse, or harm another person, or transmit content that is threatening, abusive, defamatory, or invasive of privacy.
• You may not interfere with or disrupt the Platform or servers connected to it.
• You may not use Arlo or other AI features to generate misleading, harmful, or deceptive content.
• You may not share access credentials or allow unauthorized users to access restricted portions of the Platform.
• You may not send unsolicited commercial communications through the Platform.

• Our Property: All content, trademarks, service marks, logos, and intellectual property on the Platform are owned by or licensed to Refine Mortgage Inc. Our trademarks include Refine Mortgage, The Refinery, Arlo, Spark, Precision Port, Navigator, and Launchpad. You may not use our trademarks without prior written permission.
• Your Content: You retain ownership of any content you submit to the Platform. By submitting content, you grant us a worldwide, non-exclusive, royalty-free license to use, reproduce, modify, and display such content for the purpose of providing our services.
• Client Data: Information submitted through loan applications is governed by our Privacy Policy.
• AI-Generated Content: Responses from Arlo are generated automatically and are for informational purposes only. We do not claim ownership of your questions or queries.

• Not a Lender Commitment: Information on the Platform does not constitute an offer to lend or a commitment to make a loan. All loans are subject to credit approval, satisfactory appraisal, title verification, and complete underwriting.
• Rate and Payment Information: Any rates, payments, or terms displayed are for illustrative purposes only and may not reflect actual available rates or terms. Actual rates depend on your individual financial circumstances, credit history, property type, and other factors.
• Licensing: Refine Mortgage Inc. is licensed to conduct mortgage business. NMLS ID #2417960. Licensing information is available at www.nmlsconsumeraccess.org.
• Third-Party Services: The Platform integrates with third-party services (Arive, eSign providers, credit reporting agencies). We are not responsible for the availability, accuracy, or functionality of these third-party services.

• Arlo may produce inaccurate, incomplete, or outdated information. You should not rely solely on Arlo responses for critical decisions.
• Arlo does not provide financial, legal, or tax advice. Always consult qualified professionals for advice specific to your situation.
• Arlo does not make lending decisions, approve loans, or bind Refine Mortgage Inc. to any terms.
• Important decisions should always be verified with your assigned loan officer.
• Conversations with Arlo may be logged, stored, and reviewed for quality assurance, training, and compliance purposes.
• Do not submit sensitive personal information (such as full Social Security numbers, bank account numbers, or credit card information) to Arlo unless explicitly prompted through secure, authenticated channels.
• We are not liable for any decisions, actions, or damages resulting from reliance on information provided by Arlo.

• Electronic Communications: By using the Platform, you consent to receive electronic communications from us (emails, SMS, in-app notifications). You agree that all agreements, notices, disclosures, and other communications we provide electronically satisfy any legal requirement that such communications be in writing.
• SMS/Text Messages: By providing your mobile number and opting in, you consent to receive SMS messages from Refine Mortgage Inc. regarding your loan application, appointment reminders, and account updates. Message and data rates may apply. You can opt out by replying STOP at any time. See our Privacy Policy for TCPA compliance details.
• Marketing Communications: You may opt out of marketing emails by clicking the unsubscribe link or by contacting us directly.

• Client Data: You retain ownership of personal information you provide. You may request access to or deletion of your personal data, subject to legal retention requirements. Contact privacy@refinemortgage.com for data requests.
• Team Member Data: Information and content created by Team Members within The Refinery platform is the property of Refine Mortgage Inc. Team members may not export client data, loan files, or business records without explicit authorization.
• Business Data: Analytics, performance metrics, Spark scores, pipeline data, and aggregated business intelligence are the exclusive property of Refine Mortgage Inc.

• By Refine Mortgage Inc.: We may suspend or terminate your access to the Platform at any time, with or without cause, and with or without notice. This includes termination of Team Member accounts for policy violations.
• By You: Clients may discontinue use at any time. Team Members are governed by their employment agreements and company policies regarding access termination.
• Effect of Termination: Upon termination, your right to access the Platform immediately ceases. Certain provisions of these Terms (including Intellectual Property, Disclaimers, Limitation of Liability, and Dispute Resolution) survive termination.
• Data Retention: We will retain data as required by law, even after account termination. See our Privacy Policy for specific retention periods.

• AS IS / AS AVAILABLE: THE PLATFORM IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED.
• No Warranties: WE DISCLAIM ALL WARRANTIES, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE.
• No Indirect Damages: IN NO EVENT SHALL REFINE MORTGAGE INC. BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING LOSS OF PROFITS, DATA, OR GOODWILL, ARISING FROM YOUR USE OF THE PLATFORM.
• Liability Cap: OUR AGGREGATE LIABILITY SHALL NOT EXCEED THE GREATER OF (A) THE TOTAL AMOUNT PAID BY YOU TO US IN THE 12 MONTHS PRIOR TO THE CLAIM, OR (B) $100.
• Essential Purpose: THE LIMITATIONS IN THIS SECTION APPLY REGARDLESS OF THE LEGAL THEORY (CONTRACT, TORT, NEGLIGENCE, STRICT LIABILITY, OR OTHERWISE) AND EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

You agree to indemnify, defend, and hold harmless Refine Mortgage Inc., its officers, directors, employees, agents, licensors, and suppliers from and against any claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable attorneys' fees) arising from or relating to: (a) your use of the Platform; (b) your violation of these Terms; (c) your violation of any rights of another party; or (d) your conduct in connection with the Platform.

• Governing Law: These Terms are governed by the laws of the State of South Carolina, without regard to its conflict of law provisions.
• Informal Resolution: Before filing a claim, you agree to attempt to resolve disputes informally by contacting us at legal@refinemortgage.com. We will attempt to resolve the dispute within 30 days.
• Binding Arbitration: If informal resolution fails, any dispute shall be resolved by binding arbitration in York County, South Carolina, administered by the American Arbitration Association under its Commercial Arbitration Rules.
• Class Action Waiver: YOU AGREE TO RESOLVE DISPUTES WITH US ON AN INDIVIDUAL BASIS. YOU MAY NOT BRING A CLAIM AS A CLASS ACTION, COLLECTIVE ACTION, OR REPRESENTATIVE ACTION.
• Exceptions: Nothing in this section prevents either party from seeking injunctive or other equitable relief in a court of competent jurisdiction to prevent irreparable harm.

• We may modify these Terms at any time. Changes will be effective immediately upon posting to the Platform.
• Material changes will be communicated via email (for registered users) or through a prominent notice on the Platform at least 15 days before they take effect.
• Your continued use of the Platform after any changes constitutes acceptance of the modified Terms.
• If you do not agree to the modified Terms, you must stop using the Platform.

• Severability: If any provision of these Terms is found to be unenforceable, that provision will be limited or eliminated to the minimum extent necessary, and the remaining provisions will remain in full force.
• Entire Agreement: These Terms, together with our Privacy Policy, Cookie Policy, and Accessibility Statement, constitute the entire agreement between you and Refine Mortgage Inc. regarding the Platform.
• Waiver: Our failure to enforce any right or provision of these Terms shall not constitute a waiver of such right or provision.
• Assignment: You may not assign or transfer these Terms without our prior written consent. We may assign these Terms without restriction.

• Refine Mortgage Inc., Attn: Legal Department
• 1096 Assembly Drive, Suite 212
• Fort Mill, SC 29708
• Email: legal@refinemortgage.com
• Phone: (980) 247-0549