Frequently asked questions
Will I need to replace PropertyMe / PropertyTree / Console / REST?
No. PMFriend sits beside your PMS. Your trust accounting, lease ledger, BSA-required document retention all stay where they are. PMFriend handles the operational layer — maintenance, compliance, owner comms, inspections, notices, case packs.
What data does PMFriend need?
To get started, just your property list (address, suburb, state, postcode, type) plus your owners + tenants + contractors. Most agencies import the lot in 5 minutes from a CSV export of their existing PMS.
Where is my data hosted?
AWS Sydney (ap-southeast-2). Data never leaves Australia. We use AI
providers that offer AU/Asia-Pacific endpoints where available so even
the AI requests stay close to home.
Does the AI ever send anything by itself?
Never. This is a hard product rule, not a configurable setting. Every email to an owner, tenant, or contractor is reviewed by a property manager and sent with one click. The AI drafts; your PM decides.
What does the AI actually see?
Only what's needed for each task. For maintenance triage, just the tenant's report text + property context. For owner digests, just the period's activity + owner first name. The AI never sees bank details, trust ledger, or other agencies' data.
Read more about AI safety + fallbacks →
Does the AI train on my data?
No. Our AI provider agreements contractually exclude your data from any training set. Your inspection reports, your case packs, your owner digests — none of it ends up in anyone else's model.
What happens when the AI is down?
Every AI feature has a deterministic fallback that produces the same
output (slightly less polished prose). Your maintenance inbox keeps
working, your inspection reports still draft, your case packs still
assemble. You'll see modelVersion: heuristic-v0 in the response when
the fallback is running.
How long does setup take?
About 30 minutes for a typical 150-property agency. Most of it is the CSV import wizard reading your existing PMS export.
Read the getting started guide →
How much does it cost?
Three flat plans:
- Pilot — $79/month, up to 100 properties, first 60 days free
- Growth — $149/month, up to 200 properties (where most agencies land)
- Scale — $399+/month, unlimited properties (talk to us)
No setup costs. Cancel any time.
What happens after the 60-day pilot?
If it's working for you, you move onto the commercial plan and start paying. If it isn't, you walk away — no obligation, no fees, no "you signed a contract" surprises.
If your maintenance cycle time hasn't dropped 30% in 60 days, you don't pay for month two. We're confident enough to put that in writing.
Can I cancel any time?
Yes. We export your data to CSV within 7 business days. We retain it for 30 days in case you change your mind, then delete it permanently.
Who uses PMFriend day-to-day?
Your property managers and ops lead. Tenants, owners, and contractors all interact via links or the tenant submission page — they don't need logins, accounts, or to install anything.
How does compliance work for my state?
PMFriend ships per-state defaults for all 8 AU jurisdictions. Smoke alarms, pool certs, gas safety, electrical safety, minimum standards, landlord insurance, routine inspections — each with the right cadence for the state. You can override per-property or per-agency where the specific rules are different for that property.
Read the compliance overview →
How does the tribunal case pack work?
Pick the property + date range + case type + a paragraph of
background. The AI assembles a chronological Statement of Facts from
the actual maintenance + work-order history at the property, with
exhibit IDs (MR-abc12345, WO-def67890). The Statement is a draft —
you verify before submitting to tribunal.
Can the AI help with tenant screening?
No. We don't build AI-driven tenant screening. Discrimination law makes that a high-risk space and we don't have the regulatory moat to play in it. Tenant screening stays a human-judgment task.
What if I want a feature that isn't built yet?
Email support@pmfriend.com. We read every request. The
roadmap shows what's on the queue. Customer requests do
move the list — multiple agencies asking for the same thing tends to
push it up.
What's your uptime?
We aim for 99.9%. We don't publish that as a contractual SLA today because we're early-stage and over-promising would be dishonest. Agencies on bespoke contracts can negotiate written SLAs.
If we have an outage, you'll see a status page banner (currently under construction) and we'll email affected customers within 30 minutes of confirming the issue.
How is PMFriend different from PropertyMe / PropertyTree / Console?
Different layer. They're trust accounting + lease management platforms — they hold the legal record-keeping. PMFriend is the AI ops layer that sits on top and handles the workflow they don't.
Specifically: PropertyMe doesn't write your inspection reports. PropertyTree doesn't draft your owner digests. Console doesn't assemble your tribunal case packs. PMFriend does all three. And we sit alongside, not instead.
Is there a tenant mobile app?
Coming. Today the tenant submission flow is a mobile-friendly web form (no login, just a link on a fridge sticker). The dedicated mobile app is on the roadmap.
Can multiple agencies share data?
No. Each agency's data is fully isolated at the database level. Other agencies cannot see your data, even other PMFriend customers.
How do I get started?
Apply for the pilot. We onboard your first 100 properties in an afternoon. No payment until 60 days in.