Terms & Conditions

1. Introduction

These terms and conditions ("Terms") govern your access to and use of the Letably platform ("Platform", "Service"), a cloud-based property management software provided by Letably ("we", "us", "our"). By creating an account or using our Service, you agree to be bound by these Terms in full. If you do not agree, you must not use the Service.

Letably is a software-as-a-service (SaaS) platform designed for letting agents, property managers, and landlords to manage their properties, tenancies, and related operations.

2. Service Description

The Platform provides tools for property management including, but not limited to:

• Property and tenancy management
• Tenant and landlord portals
• Application processing
• Agreement generation and e-signatures
• Payment tracking and rent management
• Maintenance request management
• Document storage and certificate tracking
• Communication tools

We reserve the right to modify, update, or discontinue any feature of the Service at any time. We will provide reasonable notice of any material changes that affect your use of the Platform.

3. Account Registration & Security

To use the Platform, you must create an account and provide accurate, complete information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activity that occurs under your account, including actions by users you invite
• Notifying us immediately of any unauthorised access to your account
• Ensuring that all users within your agency comply with these Terms

You must not share account credentials between individuals. Each user should have their own account. We reserve the right to suspend or terminate accounts where we reasonably suspect unauthorised access or misuse.

4. Subscription & Billing

Access to the Platform is provided on a subscription basis. By subscribing, you agree to the following:

• Subscription fees are charged in advance on a monthly or annual basis, depending on your chosen billing period
• All prices are in GBP and inclusive of applicable taxes unless stated otherwise
• Subscriptions renew automatically at the end of each billing period unless cancelled
• Payment is processed securely via our third-party payment provider (Stripe). We do not store your full payment card details
• If payment fails, we will retry automatically. Continued payment failure may result in suspension of your account
• No refunds are provided for partial billing periods. Cancellation takes effect at the end of the current billing period

We reserve the right to change subscription prices with at least 30 days' written notice. Price changes will take effect at your next billing period following the notice.

5. Free Trials

We may offer free trial periods at our discretion. During a trial:

• Access to the Platform may be limited in scope (e.g. reduced property limits)
• No payment information is required to start a trial
• At the end of the trial period, your account will enter read-only mode unless you subscribe
• We reserve the right to modify or discontinue trial offers at any time

6. Acceptable Use

You agree to use the Platform only for its intended purpose of property management. You must not:

• Use the Service for any unlawful purpose or in violation of any applicable laws or regulations
• Attempt to gain unauthorised access to any part of the Service, other accounts, or related systems
• Interfere with or disrupt the integrity or performance of the Service
• Use automated tools, scripts, or bots to access the Service without our prior written consent
• Upload malicious files, viruses, or harmful content
• Use the Platform to store content unrelated to property management
• Resell, sublicense, or redistribute access to the Platform without our written consent
• Scrape, copy, or extract data from the Platform by automated means

7. Your Data & Content

You retain ownership of all data and content you upload to the Platform ("Your Data"). By using the Service, you grant us a limited licence to store, process, and display Your Data solely to provide the Service to you.

You are responsible for the accuracy and legality of Your Data. You must ensure you have the necessary rights and consents to upload any personal data, documents, or images to the Platform, including data belonging to your tenants, landlords, and other third parties.

Upon termination of your account, we will retain Your Data for a reasonable period (typically 30 days) to allow you to export it. After this period, Your Data will be permanently deleted in accordance with our data retention policies and applicable data protection legislation.

8. Fair Usage & Storage

Each subscription plan includes a generous file storage and operations allowance for normal property management use, including property images, certificates, documents, and communication attachments.

The following fair usage limits apply per calendar month:

These limits are designed to be well above what is needed for normal use. If your usage consistently exceeds these limits, we will contact you to discuss your needs. We reserve the right to apply additional charges for sustained excess usage, or to cancel your subscription at the end of the current billing period if additional charges are not agreed upon.

Custom tier plans may include tailored storage and operations allowances as agreed separately.

Property Definition & Limits

For the purposes of subscription property limits, a "property" is defined as a single self-contained dwelling unit identifiable by its own unique UK postal address. Each flat, apartment, or dwelling within a building must be listed as a separate property on the Platform, even where multiple units share the same street address (e.g. Flat 1, Flat 2, etc.).

You may not list an entire block of flats, a building containing multiple dwellings, or any other multi-unit structure as a single property in order to circumvent subscription tier property limits. A property that is "let by room" (HMO) is counted as one property, provided it is a single dwelling at a single address with shared communal facilities.

We reserve the right to audit property listings and, where we reasonably determine that properties have been consolidated to avoid plan limits, to require you to upgrade to an appropriate plan or to remove the excess listings.

9. Support & Response Times

All subscription plans include access to our in-platform support ticket system. You may raise support tickets directly from your agency dashboard to report issues, ask questions, or request assistance with the Platform.

We aim to respond to support tickets within the following target timeframes, measured in business days (Monday to Friday, excluding English public holidays):

These response times are targets, not guarantees. We will make reasonable efforts to respond within the stated timeframes, but actual response times may vary depending on the volume and nature of requests. Response times refer to the initial acknowledgement or reply, not necessarily full resolution.

Support is provided in English via the in-platform ticket system. We do not currently offer phone or live chat support unless otherwise agreed under a custom plan.

10. Service Availability

We aim to keep the Platform available at all times but do not guarantee uninterrupted access. The Service is provided on an "as-is" and "as-available" basis. We may occasionally need to suspend access for maintenance, updates, or circumstances beyond our control.

We will make reasonable efforts to provide advance notice of planned downtime where possible. We are not liable for any loss or inconvenience caused by temporary unavailability of the Service.

11. Intellectual Property

All content, code, design, trademarks, and materials on the Platform (excluding Your Data) are the property of Letably or its licensors and are protected by UK and international intellectual property laws. You may not copy, reproduce, modify, distribute, or create derivative works from any part of the Platform without our prior written consent.

12. Limitation of Liability

To the maximum extent permitted by law:

• We shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Service
• Our total aggregate liability in connection with the Service shall not exceed the total fees paid by you in the six (6) months preceding the event giving rise to the claim
• We are not liable for any loss of data, revenue, or business opportunities arising from use of the Platform
• We are not responsible for the actions, content, or conduct of your tenants, landlords, or other users of your agency portal

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited by English law.

13. Cancellation & Termination

You may cancel your subscription at any time from your account settings. Cancellation takes effect at the end of the current billing period, and you will retain access until that date.

We may suspend or terminate your account if:

• You breach these Terms or our Acceptable Use policy
• Payment for your subscription repeatedly fails
• Your account is used for fraudulent or illegal activity
• We are required to do so by law

Upon termination, your account will enter read-only mode. Your Data will be available for export for 30 days, after which it will be permanently deleted.

14. Data Protection

We process personal data in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018.

Where you use the Platform to process personal data of your tenants, landlords, or other individuals, you act as the data controller and we act as a data processor. The terms of our data processing relationship are set out in our Data Processing Agreement, which forms part of these Terms. You are responsible for ensuring you have a lawful basis for processing such data and for providing appropriate privacy notices to those individuals.

15. Indemnification

You agree to indemnify and hold harmless Letably, its directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, your breach of these Terms, or your violation of any applicable law or the rights of any third party.

16. Changes to Terms

We reserve the right to update these Terms, Privacy Policy, Acceptable Use Policy, and Data Processing Agreement at any time. We will notify you of material changes by email and through the Platform at least 14 days before they take effect.

Where we make material changes, you will be required to review and expressly accept the updated terms before continuing to use the Platform. Access to the Platform may be restricted until acceptance is confirmed. If you do not accept the updated terms within 30 days of notification, we may terminate your account at the end of your current billing period. You will be given the opportunity to export your data before termination.

17. Governing Law

These Terms are governed by and construed in accordance with the laws of England and Wales. Any disputes arising from these Terms or your use of the Service will be subject to the exclusive jurisdiction of the courts of England and Wales.

18. Contact Information

If you have any questions about these Terms, please contact us:

• Email: [email protected]