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      Website and platform terms of use

      These Terms of Use apply to everyone using lettingaproperty.com. They cover how you use our website and platform, and form part of our wider Terms of Business.

      Last updated: 23 April 2025

      These Terms of Use apply to everyone using lettingaproperty.com. They cover how you use our website and platform, and form part of our wider Terms of Business. Letting Plan features (Rent Collect, Rent Assured, Complete Care) are governed separately in the Letting Plan Terms.

      1. About Us

      2. Using Our Website and Platform

      General Use

      You agree to use our website and platform respectfully and within the law. You must not:

      • Use bots, scrapers or other automated tools.
      • Hack, reverse-engineer, or attempt to access areas you’re not authorised to use.
      • Misrepresent your identity or impersonate others.

      Account Registration

      When registering, you must provide accurate personal or business information. Letting or estate agents are not permitted to register. We may suspend or remove users who breach these terms.

      Fair Usage

      Only advertise properties that you own or have written authority to market. We may remove property listings that are inactive, misleading, or breach these terms.

      Platform Features

      • Messaging Centre: Use this to contact tenants or our team. Communication must remain respectful.
      • Document Storage: You can upload tenancy-related documents for safekeeping. We do not verify the content or accuracy.
      • Reminders: The platform lets you set alerts for certificates and compliance dates. You're still responsible for taking action.
      • Rental Estimates: Any rent estimate is a guide only. It's not a valuation or guarantee.

      3. Payments and Refunds

      Orders and Cancellations

      You have a 14-day cancellation period after placing an order—unless we've already started work. If work has begun, a pro-rata charge may apply based on the services delivered.

      To cancel, contact us in writing using our online contact form.

      Refunds

      • Refunds will be issued within 14 days once approved.
      • Refunds are made to the original payment method.
      • Set-up fees are not refundable once the listing is live.
      • Inspection fees are non-refundable even if your property fails to meet required standards.

      4. Legal Responsibilities (Landlords Only)

      As a landlord, you're responsible for making sure your property is legally let. You must arrange and maintain:

      • Gas Safety Certificate (CP12)
      • Energy Performance Certificate (EPC)
      • Electrical Installation Condition Report (EICR)
      • Portable Appliance Test (PAT), where applicable
      • Smoke and CO alarms (installation and testing)
      • Legionella Risk Assessment, where applicable
      • Inventory and schedule of condition
      • Any property licensing (e.g. HMO licences)

      You must also:

      • Get consent to let from your mortgage provider or freeholder if leasehold
      • Inform your insurer that the property is being rented
      • Report all rental income to HMRC
      • Transfer utility bills and council tax into the tenant’s name
      • Protect tenancy deposits using an approved scheme

      Right to Rent

      You're responsible for checking the immigration status of your tenants in line with UK legislation. This includes:

      • Verifying that all adult occupants have the right to rent in the UK before the tenancy begins
      • Keeping copies of all verification documents throughout the tenancy
      • Checking that any time-limited visas or immigration status documents have been renewed before renewing a tenancy
      • Ensuring all right to rent checks are completed even if you instruct us or another agent to manage the tenancy on your behalf

      Failure to complete these checks correctly could result in significant penalties. If you're unsure about your obligations, we recommend seeking professional immigration advice.

      5. Third-Party Services

      lettingaproperty.com introduces landlords to third-party service providers such as:

      • Gas and electrical assessors
      • EPC assessors
      • Inventory clerks
      • Photographers and floorplan providers

      You authorise and pay contractors directly. We're not liable for the quality, timeliness, cost, or conduct of any third-party provider.

      If an appointment is missed without sufficient notice, contractors may charge a fee, which will be passed on to you.

      6. Limitations and Liability

      lettingaproperty.com is not liable for:

      • Website or platform downtime
      • Issues caused by other users
      • External websites or linked services
      • Losses that are indirect, consequential or unforeseeable

      All services are provided "as is" and "as available". We make no guarantees about functionality or outcomes.

      We do not limit our liability where it would be unlawful, such as personal injury or death caused by negligence, or fraud.

      Indemnification

      You agree to indemnify, defend, and hold harmless lettingaproperty.com, its directors, employees, and affiliates from and against any claims, liabilities, damages, losses, costs, expenses, or fees (including reasonable legal fees) that arise from:

      • Your use of our platform
      • Your breach of these Terms
      • Your violation of any law or third-party rights
      • Any content you submit to the platform

      Force Majeure

      We will not be liable for any delay or failure to perform resulting from causes outside our reasonable control, including but not limited to acts of God, natural disasters, pandemic, epidemic, war, terrorism, riots, civil unrest, government action, labour disputes, or Internet service provider failures.

      7. Complaints

      Raise a Concern

      Contact concerns@lettingaproperty.com. We aim to acknowledge within 1 working day.

      Formal Complaint

      Email complaints@lettingaproperty.com. You will receive:

      • Acknowledgement within 5 business days
      • A full written response within 15 business days
      • A final decision after senior review, if requested, within another 15 business days

      If You're Not Satisfied

      You can escalate your complaint to:

      The Property Ombudsman
      Milford House, 43–45 Milford Street, Salisbury, SP1 2BP
      Tel: 01722 333 306

      Dispute Resolution

      If any dispute cannot be resolved through our complaints procedure, both parties agree to first attempt to resolve the dispute through mediation before resorting to litigation. The mediation shall be confidential and conducted in accordance with the Centre for Effective Dispute Resolution (CEDR) Model Mediation Procedure.

      8. Abusive Customer Policy

      We may restrict communication or services where a customer behaves inappropriately, including:

      • Aggressive or threatening behaviour
      • Harassment, abuse or discriminatory language
      • Repeated complaints already resolved
      • Excessive, disruptive or unreasonable contact

      Restrictions may include:

      • Only communicating by email
      • Assigning a single point of contact
      • Blocking phone numbers or email addresses
      • Ending communication entirely

      We always consider protected characteristics under the Equality Act 2010 before enforcing any restriction.

      9. Promotions and Referrals

      • Offers and promotions cannot be combined unless explicitly stated.
      • We may change or withdraw offers at any time.
      • Fraudulent use of offers voids the benefit.
      • Promotions apply only to lettingaproperty.com services.

      10. Content Submission

      When you submit content to our platform (including property descriptions, photos, reviews, messages, etc.), you:

      • Retain ownership of your content
      • Grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, modify, adapt, publish, and display that content for the purpose of providing our services
      • Warrant that your content doesn't infringe any third-party rights
      • Agree not to submit any content that is illegal, offensive, abusive, or misleading

      We reserve the right to remove any content that, in our sole discretion, violates these Terms or is otherwise objectionable.

      11. Cookie Policy

      Our website uses cookies and similar technologies to improve your browsing experience, analyze site traffic, and personalize content. By using our website, you consent to our use of cookies in accordance with this policy.

      Types of Cookies We Use

      • Essential cookies: Required for the website to function properly
      • Functionality cookies: Remember your preferences and settings
      • Analytics cookies: Help us understand how visitors use our site
      • Marketing cookies: Used to deliver relevant advertisements

      Managing Cookies

      You can control and manage cookies through your browser settings. Most browsers allow you to block or delete cookies.

      12. Privacy Policy Reference

      Your privacy is important to us. Our Privacy Policy explains how we collect, use, and protect your personal information when you use our website and services. By using our platform, you agree to the collection and use of information in accordance with our Privacy Policy.

      We are committed to complying with all relevant data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

      For full details about how we process your data, please refer to our complete Privacy Policy.

      13. Service Modifications

      We reserve the right to modify, suspend, or discontinue any part of our service at any time, with or without notice. This includes:

      • Adding or removing features or functionality
      • Changing the design or interface
      • Imposing limits on certain features
      • Temporarily suspending services for maintenance

      For significant changes that materially affect your use of our services, we will make reasonable efforts to provide advance notice through our website or via email.

      14. Account Termination

      Termination by Us

      We may suspend or terminate your account and access to our services if:

      • You breach these Terms of Use
      • We suspect fraudulent, abusive, or illegal activity
      • Your account has been inactive for an extended period
      • We are required to do so by law

      Termination by You

      For standard accounts (not under a Plan), you may terminate your account at any time by contacting us at support@lettingaproperty.com.

      Plan Termination

      If you are subscribed to any of our paid Plans:

      • Plans run for a minimum term of 12 months
      • To cancel a Plan, you must provide 2 months' written notice
      • If you cancel during the minimum 12-month term, all remaining monthly fees are payable
      • An exit fee of £120 applies to all Plan terminations in addition to any remaining monthly fees
      • All fees already paid are non-refundable
      • Services will not end automatically when a tenancy ends

      Termination notices should be sent in writing to support@lettingaproperty.com.

      Effect of Termination

      Upon termination:

      • Your access to our services will cease immediately (subject to any applicable notice periods)
      • Any outstanding fees or termination charges will become immediately due
      • We may retain your data as required by law or as necessary for our legitimate business purposes
      • Sections of these Terms that by their nature should survive termination will remain in effect

      We will retain your data in accordance with our Privacy Policy and applicable laws.

      15. Age Restrictions

      Our services are intended for users who are 18 years of age or older. By using our platform, you represent and warrant that you are at least 18 years old. If we discover or suspect that a user is under 18, we reserve the right to terminate their account immediately.

      If you are accessing our services on behalf of a business entity, you represent and warrant that you have the authority to bind that entity to these Terms.

      16. Acceptable Use Policy

      In addition to the general use requirements, the following activities are specifically prohibited:

      • Distributing malware, viruses, or any malicious code
      • Engaging in any form of automated data collection without our express permission
      • Attempting to gain unauthorized access to our servers or user accounts
      • Using our platform to send unsolicited advertisements or spam
      • Engaging in any activity that disrupts or interferes with our services
      • Posting false, inaccurate, misleading, defamatory, or offensive content

      We may monitor your use of the platform to ensure compliance with these terms. Violations may result in immediate termination of your account and potential legal action.

      17. API and Integration Terms

      If you access our API or integrate our services with third-party applications, the following additional terms apply:

      • You must register for API access and use your assigned credentials
      • We reserve the right to set and enforce rate limits on API calls
      • You may not share your API credentials with third parties
      • You may not use the API in a manner that could damage, disable, or impair our services
      • We may modify, suspend, or discontinue the API at any time
      • You are responsible for ensuring that your use of our API complies with all applicable laws and regulations

      For detailed API documentation and guidelines, please contact our development team.

      18. Legal

      Data Sharing with HMRC

      We may share landlord income and property details with HMRC if legally required. This includes:

      • Landlord name and contact details
      • Address(es) of rental property(ies)
      • Total rental income per property

      Copyright

      All text, software, branding and content on our website is owned or licensed by lettingaproperty.com. You may not copy or reuse material without our written consent.

      Jurisdiction

      These Terms are governed by English law. Any legal claim or dispute will be handled in the courts of England, Wales, or Scotland.

      Severability

      If any part of these Terms is held invalid, the rest remains enforceable. Any removed clause will be replaced with one that achieves a similar effect.

      Transfer of Rights

      You cannot transfer your rights under these Terms without our written permission.

      Changes to Terms

      We may update these Terms from time to time. We will notify you of significant changes by posting a notice on our website or sending an email. Your continued use of our services after such modifications constitutes your acceptance of the updated Terms.

      Questions?

      If anything in these Terms is unclear, contact us through our support form or by email at support@lettingaproperty.com.

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