CONNECTLETTINGS

ConnectLettings — Terms & Conditions

Last updated: 24 September 2026 (Version 1.1)

These terms govern your use of the ConnectLettings mobile applications, the website at connectlettings.com, and the associated services (together, the "Service"). The Service is operated by Connect Lettings Limited, a company registered in England and Wales (company number 16835736) with registered office at 5 Whitley Wood Road, Reading RG2 8HX, United Kingdom ("ConnectLettings", "we", "us"). We are registered with the Information Commissioner's Office (registration ZC049602) and are a member of the Property Redress Scheme (membership number PRS055917).

By creating an account or using the Service you agree to these terms, to our Refund Policy, and to the way we handle personal data described in our Privacy Policy. A summary of these terms is shown inside the app for convenience; this full document is the agreement between us, and it applies if the summary and this document differ. If you do not agree, do not use the Service.

1. What ConnectLettings is — and is not

1.1 ConnectLettings is a software tool. It provides landlords and tenants with digital tools to advertise properties, receive enquiries, obtain tenant references, create and store documents, record inventories, track rent, report maintenance, and manage the administrative steps of a tenancy.

1.2 ConnectLettings is not a letting agent, property manager, legal adviser, financial adviser, tenancy deposit scheme, or referencing agency. We do not let or manage property, we do not act on your behalf, we do not select tenants or landlords, we do not hold rent, deposits or any other money for landlords or tenants, and we are not a party to any tenancy agreement, listing, transaction, or dispute between users.

1.3 All decisions are yours. Whether to let a property, to whom, on what terms, at what rent, whether to accept a referencing result, whether to serve a notice, how to respond to a maintenance report, and every other decision connected with a property or tenancy is made solely by you. The Service provides information and administrative convenience to support your decision-making; it does not make decisions, and we accept no responsibility for the decisions you make.

1.4 No advice. Guides, checklists, templates, journey steps, notice tools, compliance reminders, deadlines and date calculations, AI-generated content (including property descriptions and the in-app assistant) and any other content in the Service are provided for general information only. They are not legal, financial, tax, or professional advice, may not reflect the most recent changes in law, and may not be appropriate for your circumstances. We do not give advice, and nothing in the Service should be treated as advice. You should take independent professional advice before acting on anything in the Service. If you use the Service in the course of a business, you confirm that you have not relied on it, or on us, for legal or professional guidance.

1.5 Designed for lettings in England. The legal information in the Service — including templates, the tenancy agreement builder, notice records, statutory deadlines, deposit information and compliance lists — reflects the law applying to residential lettings in England only. Wales (where the Renting Homes (Wales) Act 2016 applies), Scotland and Northern Ireland have different housing law. If your property is outside England, that content is not written for it and you must not rely on it.

1.6 The Service records; it does not act for you. The Service does not serve, send or deliver any notice on anyone, and does not report to, register with, notify, or file anything with any council, court, tenancy deposit scheme, ombudsman, HM Revenue & Customs, or any other authority on your behalf. Where the Service keeps a record that you have done something (for example served a notice, protected a deposit, or carried out a check), it records what you told it; it is not evidence that the step was validly taken.

2. Your legal responsibilities (landlords)

2.1 If you use the Service as a landlord, you remain solely responsible for complying with all laws applying to you and your property, including without limitation:

  • gas safety, electrical safety (EICR), energy performance (EPC), and smoke/carbon-monoxide requirements (including the Gas Safety (Installation and Use) Regulations 1998 and the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020);
  • the condition of the property, including fitness for human habitation, repairing obligations, any decent homes standard once it applies to you, and the investigation and remedy of hazards within any timeframe the law requires;
  • giving the tenant the written statement of terms and any other information the law requires a landlord to give at or before the start of a tenancy;
  • tenancy deposit protection and prescribed information (Housing Act 2004);
  • Right to Rent checks (Immigration Act 2014);
  • property licensing, including HMO and selective licensing (Housing Act 2004);
  • the Renters' Rights Act 2025, the Housing Act 1988, the Landlord and Tenant Act 1985, and all other housing legislation, including notice requirements, rent increase procedure, the rules on rental bidding and rent in advance, the rules against discriminating against tenants with children or in receipt of benefits, requests to keep a pet, and any landlord database or ombudsman registration once it applies to you;
  • the Tenant Fees Act 2019 in respect of any payments you request from tenants or applicants;
  • the Equality Act 2010 in selecting tenants and managing tenancies;
  • data protection law in respect of personal data you collect about tenants and applicants (see §10);
  • the accuracy and completeness of your listings under consumer protection law (see §5.4);
  • tax on your rental income.

2.1A Our fees are your business costs and may not be passed to a tenant. All fees charged by ConnectLettings — including tenant referencing fees under §6, Zoopla listing fees under §5.1A, and certified signing fees under §7.2A — are landlord business costs. You strictly agree that you will not demand, request reimbursement for, pass on, or attempt to re-charge any part of these fees to any tenant, prospective tenant, applicant, or guarantor, whether directly or by deducting them from a holding deposit. We may suspend or close the account of a landlord who does.

2.2 Features of the Service that relate to these obligations (for example compliance reminders, checklist items, document templates, notice records, deadline and date calculations, and referencing) are administrative aids only. Using the Service does not discharge any legal obligation, and a reminder, date or warning that is absent, late, or inaccurate does not transfer any obligation to us. You must verify independently that you have met your obligations.

2.3 You confirm that you are entitled to let any property you list (including any mortgage lender, freeholder, or insurer consent) and that all information you provide in listings and documents is accurate and not misleading.

2.4 People you name. The Service lets you enter details of other people — tenants, applicants, guarantors, co-landlords, permitted occupiers, contractors and others — and, at your instruction, sends them emails, notifications, invitations, document requests and signing requests that identify you. You confirm that you are entitled to give us each person's details, that the details are accurate, and that you have told them (where the law requires) how their data will be used. You authorise us to send those messages on the basis of the details you enter. We are not responsible for a message that goes to the wrong person because the details you entered were wrong.

3. Your responsibilities (tenants)

3.1 If you use the Service as a tenant or applicant, you are responsible for the accuracy of the information you provide (including in referencing, inventories, and maintenance reports), and for your own decisions about entering into, conducting, and ending a tenancy.

3.2 Your tenancy is with your landlord, not with us. Rights and obligations under a tenancy agreement are between you and your landlord; we are not responsible for either party's performance. We never ask tenants for payment, and we never hold your deposit or your rent.

3.3 Read before you accept or sign. Where the Service asks you to review, accept or sign something (for example an inventory, a document, or a tenancy agreement), your acceptance is recorded with the date and may be relied on by your landlord later. Where a review period is shown, it is set by your landlord and you are told how long it is when the document is put to you. If you do not respond before it closes, the Service records the document as "accepted by non-response" and the record is then finalised. That is not the same as signing it, but your landlord may rely on the fact that you were given the chance to disagree and did not. Take independent advice (for example from Shelter or Citizens Advice) if you are unsure.

4. Accounts

4.1 You must be at least 18, provide accurate registration information, and keep your credentials secure. You are responsible for activity under your account. An account is personal to you: do not share it, and tell us at once at support@connectlettings.com if you believe someone else has used it. Invitation codes are personal to the person they were issued to.

4.2 You may delete your account at any time in the app (Profile → Delete my account) or by contacting support@connectlettings.com. Deletion is subject to the retention rules in our Privacy Policy (some tenancy records must be retained by law). Download anything you need before you delete your account.

5. Listings and portal syndication

5.1 The Service can distribute your listing to third-party portals (currently Zoopla, and ConnectListing.co.uk; others may be added or removed). Syndication is subject to each portal's own acceptance criteria, terms, and technical availability. We do not guarantee that any listing will be accepted, displayed, displayed accurately, displayed within any timeframe, or produce any enquiries or lettings. A portal may keep a cached copy of a listing for a time after it has been removed.

5.1A Listing fees. Publishing a listing to Zoopla is a paid service, charged per listing at the price displayed at the point of purchase. The fee is a one-off charge for the act of publishing that listing. The service is complete when the listing goes live on Zoopla, and from that moment the fee is not refundable — whether or not you later remove the listing, let the property, or receive any enquiries. If a listing cannot be published after payment, the fee is refunded automatically (see our Refund Policy). While the listing stays live we make no further charge for edits and status changes; that is included at no cost and is not a separate or continuing paid service, and no part of the fee relates to any period of time. We do not promise that a listing will stay live for any particular period: you may remove it, Zoopla may remove it under its own rules, and we may remove it under 5.3. If you remove a listing from Zoopla, publishing it again later is a new listing and incurs a new fee. If a live listing comes down because of a fault on our side, we will publish it again at no charge. Publishing to ConnectListing.co.uk is free of charge.

5.2 You grant us a non-exclusive licence to use, reproduce, and transmit your listing content (including photographs) as needed to operate the Service, including publishing to portals and to ConnectListing.co.uk, and you warrant you own or have rights in that content. The licence continues after a listing is removed or your account is closed to the limited extent needed for copies a portal has cached, for our records, and for dealing with any complaint or claim about the listing.

5.3 We may decline, suspend, or remove any listing that we reasonably believe is inaccurate, unlawful, infringing, or in breach of a portal's requirements or these terms.

5.4 Your listing is your advertisement. You are the advertiser of your property. You are responsible for ensuring that each listing is accurate, is not misleading by what it says or leaves out, includes the information a prospective tenant needs to make an informed decision (for example the rent, the deposit, the council tax band, the energy rating and any material restriction), states a single asking rent and does not invite or encourage bids above it, and does not discriminate unlawfully. Text, headlines or other content suggested by AI features are drafts: you must read and correct them before publishing, and once published they are your statements. Where a portal displays your listing under our name or branch reference, that is a technical consequence of syndication through our account; it does not make us your agent.

5.5 Enquiries. Enquirers' details are passed to you so that you can respond about that property. You must use them only for that purpose, keep them secure, not use them for marketing, and handle them in accordance with data protection law (you are a controller of them — see §10).

6. Tenant referencing

6.1 Referencing is performed by a third-party provider (currently Let's Safe). We transmit information between you and the provider and present the results; we do not conduct the checks and do not verify the results. The provider's own terms and privacy notice apply to the check, and the applicant deals with the provider directly when completing it.

6.2 A referencing result is information, not a recommendation. It is not a guarantee of an applicant's identity, honesty, financial standing, or future performance (including payment of rent or care of the property). The decision to proceed with any applicant — whatever the result — is yours alone, and you are responsible for making it lawfully (including under the Equality Act 2010).

6.3 Referencing is offered at different service levels (currently an express credit check and a more comprehensive full reference), selectable per applicant; the checks included in each level are described at the point of purchase. Referencing fees are charged per applicant at the price displayed at the point of purchase, are payable at the point of use, and are subject to our Refund Policy. Fees paid are for the check to be ordered at the selected level, not for any particular outcome. The order is submitted to the provider as soon as you pay, the provider's charge to us is incurred in full at that moment, and once a check has been submitted the fee is not refundable. If a check cannot be submitted, the fee is refunded automatically.

6.4 The applicant must know. Before you order a reference you must have told the applicant that you are doing so and that their details will be passed to the referencing provider, and you must enter their details accurately. A check depends on the applicant (and their employer, previous landlord or other referees) responding; we cannot make anyone respond, and a check that cannot be completed because someone did not respond is not a failure of the Service.

6.5 Reports are confidential. A referencing report contains personal and financial information about the applicant. You may use it only to decide whether to let that property to that applicant, you must keep it secure, and you must not share it with anyone else except as the law requires or permits.

7. Documents, templates, and signatures

7.1 Document templates (including tenancy agreements, notices, letters, deposit documents, and packs) are generic starting points. You are responsible for ensuring any document is correct, complete, up to date, in any form the law prescribes, and suitable for your situation before using it. We recommend independent legal review of any tenancy agreement or notice before service.

7.1A Tenancy agreement builder. The agreement builder produces a document from the details you enter. Generating an agreement is free of charge. It is not legal advice, a document review, or any assurance that the agreement is valid, enforceable, or appropriate for your circumstances. Specifically:

(a) We do not check the wording, the terms, the clauses you select, or any special condition you write, and we are not a party to the agreement. Clause 7.1 applies in full.

(b) Any clause you write yourself is your wording and your responsibility. A term cannot remove or reduce a tenant's statutory rights; a term imposing a prohibited payment may attract a financial penalty under the Tenant Fees Act 2019; a term that discriminates on a protected characteristic is unlawful under the Equality Act 2010; and an unfair term in a consumer contract is not binding on the tenant under the Consumer Rights Act 2015. You confirm when adding a custom clause that you take responsibility for its content and have not relied on us for legal guidance in drafting it.

(c) Warnings the Service displays (for example that a deposit exceeds the statutory cap, or that an address for service looks wrong) are informational aids only. They are not a compliance check, they are not exhaustive, and their absence is not confirmation that anything is compliant.

(d) You are responsible for how the agreement is signed and served. The Service produces a document; it does not execute it.

(e) Generating, downloading, re-opening, and re-sending an agreement is free of charge. Until you have shared an agreement with anyone you can edit it. Once it has been shared it can no longer be edited in the Service; to correct it you cancel it and generate a replacement. Cancelling an agreement in the Service has no legal effect on any document already provided to a tenant — if you have sent it, you must tell them it has been replaced.

(f) No guarantees. The agreement builder does not name a guarantor and does not produce a guarantee. A guarantee generally has to be made as a separate deed, signed by the guarantor in front of a witness, which the Service cannot do. Do not write one in as a custom clause: a sentence in a tenancy agreement that the guarantor has not signed as a deed is unlikely to bind them. If you need a guarantor, arrange the deed with a solicitor.

7.2 Where electronic-signature functionality is provided (directly or via a third-party provider), we do not warrant that an electronically signed document is valid or enforceable for your specific purpose; you should satisfy yourself of this. Some documents (for example a deed, including a guarantee made by deed) have signing formalities that a simple electronic signature may not meet.

7.2A Certified signing of agreements and inventory reports (paid). Certified signing sends a document for electronic signature by each party through our third-party signing provider, and returns the signed document with an audit trail and a certificate of signature. "Certified" refers to that certificate and audit trail, issued by the signing provider. It is a standard electronic signature: it is not an advanced or qualified electronic signature, nobody's identity is checked beyond their control of the email address the request was sent to, and it is not suitable for a deed (see 7.2). There are two paid purchases, each charged at the price displayed at the point of purchase:

(a) Agreement e-signing — charged per tenancy agreement document. It covers sending that agreement for certified signing. Building, generating, downloading and sharing a tenancy agreement remain free (§7.1A(e)). A replacement agreement made after the original was shared (cancel and replace) is a new document and a new purchase if you send it for certified signing.

(b) Inventory report e-signing — charged per inventory report (for example a check-in report, each mid-tenancy report, and a check-out report are each a separate purchase). It covers sending that report for certified signing, and nothing else. Building an inventory, sending it to your tenant for review, the review itself, publishing the final report, accepting it in the Service, and generating, downloading, sharing or printing it as a document are all free. A report generated by the Service is marked as not certified; only the signed document returned by the signing provider is certified. A report prepared by someone else and uploaded to the Service (for example a clerk's report) cannot be sent for certified signing, and we will not sell that purchase for it.

Each purchase is for one named document only: it is not transferable to another document or tenancy, it is not a quantity of signatures or reports you hold or can spend elsewhere, and it does not unlock any other feature of the Service. Sending the same document again (for example because a party did not receive it) is free. Clause 7.2 applies in full — we do not check the documents you send, we do not verify the identity of any signatory, and we do not warrant that a signed document is valid or enforceable for your purpose. Requests are delivered by email to the addresses you entered; we are not responsible for a request that is not received, is filtered as spam, or is signed by someone other than the person you intended because the address was wrong. Deciding what to send, who signs it, and whether the outcome meets your needs remains your responsibility. Payment and sending happen together: when you choose to send a document for signature you pay, and it is sent as soon as the payment is confirmed. Where a paid request cannot be sent, nothing is used up and you may send it again at no further charge. For both purchases, the service is complete when the document is first sent for signature, and from that moment the fee is not refundable — whether or not every party goes on to sign. Sending an inventory report to your tenant for review does not use up the purchase. If a paid document has not been sent and you no longer want to send it, you may ask for a refund (see the Refund Policy).

7.3 Notice records and drafts.

(a) The Service does not serve notices. Notice features let you record the details of a notice (for example the grounds relied on, the dates, how it was served and on whom) and may open a draft message in your own email application. A record in the Service is not a notice and is not service of one. A draft email is not the notice; if you send it, you send it, from your own mailbox. Where another user is told that a record exists, that is not service on them.

(b) Information shown with those features — including statutory grounds for possession (under Schedule 2 to the Housing Act 1988, as amended by the Renters' Rights Act 2025), whether a ground is mandatory or discretionary, notice periods, "earliest date" calculations and date checks — is general information, operates solely on what you enter, and may be incomplete, out of date or wrong. A date check that passes is not confirmation that a notice is valid. We do not verify the information you provide, do not assess whether any ground is available, valid, or likely to succeed in court, and do not verify that a notice has been validly completed or served.

(c) You are solely responsible for ensuring that any notice you serve relies on currently valid statutory grounds, gives the correct statutory notice period for the ground(s) relied on, uses the currently prescribed government form where one is prescribed (for example for a possession notice or a rent increase), is served on every person it must be served on, and is served by a method your tenancy agreement and the law permit. You acknowledge that statutory grounds, notice periods, and prescribed forms change, and that serving an invalid or outdated notice may result in court proceedings being dismissed. Serving a notice has serious legal consequences; you must take independent legal advice before serving any notice.

(d) If you are a tenant giving notice, the same applies to you: the Service records what you tell it. Whether your notice is valid, and what effect it has on you and on anyone you share the tenancy with, is a matter of law on which you should take advice before you give it.

7.4 Keep your own copies. We store documents as described in our Privacy Policy, but ConnectLettings is not a legal document archive or custodian and we do not promise that any document will remain available in the Service for any particular time (for example if your account or the other party's account is deleted, or a feature is withdrawn). You are solely responsible for downloading and keeping a copy of any agreement, notice record, certificate, or inventory report, and for giving a copy to every party who should have one. We accept no liability for losses or failed proceedings resulting from your failure to maintain independent, off-platform copies of your tenancy documents.

7.5 AI and automated features. Some features use automation or artificial intelligence: the assistant ("Letti"), suggested listing text, the reading of dates and details from documents you upload, and look-ups from public registers and address services (for example the energy performance register or a local council look-up). Their output can be wrong, incomplete or out of date. You must check it before relying on it — in particular any expiry date read from a certificate (reminders are calculated from the date stored, right or wrong) and any text you publish. The assistant does not act on your behalf, cannot see everything about your circumstances, and is not a substitute for professional advice. Do not enter other people's sensitive personal information into the assistant beyond what your question needs.

7.6 Deposits.

(a) We are not a tenancy deposit scheme and we do not receive, hold, protect, insure, or return any deposit. All money passing between landlord and tenant is paid outside the Service.

(b) Deposit features record what you tell us (the scheme, reference, amounts and dates) and may produce a deposit protection record and a prescribed information document from those details. Those documents are templates under clause 7.1. You are responsible for protecting the deposit with an authorised scheme within the time the law allows, for giving every tenant and any relevant person the prescribed information in the form and within the time the law requires (including anything your scheme requires you to provide with it), and for keeping proof that you did so. A document marked as shared or served in the Service shows that a copy was made available in the Service on that date; it is not confirmation that you have complied with the law.

(c) Deduction, final rent and deposit-return features are record-keeping and arithmetic aids working on the figures the users enter. We do not decide, mediate, or adjudicate any deduction or dispute, and we take no part in any deposit scheme's dispute process.

8. Maintenance, inventories, and communications

8.1 Maintenance reporting, inventory, checklist, and messaging tools record and transmit information between landlord and tenant. Responsibility for acting on that information (including within any legally required timeframe) lies with the responsible party, not with us. We are not responsible for either party's failure to read, respond to, or act on anything in the Service.

8.2 Inventory reports, photographs, comments, acceptances and signatures recorded in the Service are records created by the parties. We do not verify their accuracy and are not responsible for their evidential weight in any dispute or adjudication. Where a review period closes without a response, the Service records the report as accepted by non-response and finalises it; what weight that carries in a dispute is for the adjudicator or court, not for us.

8.3 Not for emergencies. The Service is not monitored and must not be relied on in an emergency. If there is a risk to life or safety call 999; if you smell gas call the National Gas Emergency Service on 0800 111 999. Reporting an urgent problem in the Service does not guarantee that your landlord has seen it — contact them directly as well.

8.4 Hazard categories, target dates and deadlines shown for a repair (including any timeframe described as statutory) are generated from what the person reporting it selected and from general information about the law. Whether a legal timeframe applies to a particular repair, and what it is, is for the landlord to establish and to meet.

8.5 Notifications are a convenience. Push notifications, emails and in-app alerts may be delayed, filtered, switched off on a device, or not delivered. You must not rely on them as your only means of meeting a deadline or of learning that something has happened; check the Service itself.

8.6 Contractors. Any contractor or tradesperson you add to the Service is your contact, engaged by you. We do not vet, recommend, or supervise contractors, and we are not responsible for their qualifications (for example Gas Safe registration), their work, or their charges. When you send job details to a contractor you decide what to share and with whom.

8.7 Meeting other people. We do not verify the identity of users, enquirers, landlords or tenants. Take sensible precautions before meeting anyone or allowing anyone into a property, and before paying money to anyone. Viewings and visits are arranged between the people concerned and are at their own risk.

8.8 Rent and finance records are records of what users enter. They are not accounts, tax returns, or tax advice, a payment marked as received is not proof that it was received, and the Service does not collect or transmit rent.

8.9 Scores and summaries (for example a tenant's rental score or tenancy history) are automated indications calculated from information in the Service, shared only when the person they describe chooses to share them. They are not a credit reference, are not verified by us, and should not be the sole basis for any decision.

9. Payments

9.1 Paid features (currently tenant referencing (§6), Zoopla listing publication (§5.1A), e-signing of agreements and inventory reports (§7.2A)) are charged at the prices displayed at the point of purchase. Payments are processed by a third-party payment processor (currently Stripe); we do not store card details. Prices may change prospectively at any time; a price change never affects a purchase already made. Paid services are bought from us through that processor, not through Apple or Google, and Apple's and Google's own refund arrangements do not apply to them.

9.2 We are not currently registered for VAT, so no VAT is charged on our fees and our receipts are not VAT invoices. If we become VAT registered in the future, prices displayed at checkout will state any VAT that applies from that point on.

9.3 Account balance. Where we offer it, you may add money to a ConnectLettings account balance on our website and spend it on our paid services. A balance is an advance payment to us for our own services. It is not a bank account, deposit, or electronic money, and it is not protected by the Financial Services Compensation Scheme or held in a safeguarded account; it earns no interest; it cannot be transferred to anyone else, used to pay anyone other than us, or used to pay a tenant, landlord or contractor. It does not expire while your account is open. You may ask us at any time (including when you close your account) to refund any unused balance that you paid for to the original payment method; otherwise a balance cannot be exchanged for cash. When a purchase paid from your balance is refunded, the refund is returned to your balance.

9.4 Discounts, waivers and promotional credit are given at our discretion, may be withdrawn for future purchases, have no cash value, and are never refundable.

9.4A Discount codes. We may issue discount codes at our discretion. Each code applies only to the paid service or services it names and is refused on any other; a code may be limited to one account, and unless we say otherwise it can be used once per account. Only one code can be used on an order. A code has no cash value, cannot be exchanged for money or balance, and cannot be used to add money to an account balance (§9.3). We may withdraw or change a code at any time before it is used; withdrawing it does not affect an order already placed with it. If an order placed with a code is refunded, or expires or is cancelled before payment, the use of the code is given back. A discount never reduces a price below zero and does not combine with a fee waiver.

9.5 Failed and reversed payments. If a payment to us is reversed, charged back or fails after we have provided the service or after the balance it funded has been spent, you owe us that amount and we may suspend your account until it is paid. Please contact us before raising a chargeback; most problems can be put right faster that way.

9A. Introductions to third-party services

9A.1 The Service may display opportunities to obtain non-regulated products or services from third parties — such as property maintenance, safety certifications, inventory services, or utility management. Where such opportunities appear, ConnectLettings acts as a passive introducer only. Our involvement is strictly limited to directing you to the third party's platform or passing your contact details with your explicit consent. We may receive an introductory commission or fee from the partner. Third-party providers are subject to whatever registration or certification applies to their trade, which is a matter between you and them.

9A.2 ConnectLettings does not carry out regulated financial or insurance distribution activities. We do not offer, market, arrange, advise on, or sell landlord insurance, rent guarantee insurance, or any other financial product. We are not responsible for any third-party provider's products, pricing, advice, or conduct. Whether to obtain any introduced service is your decision alone — take independent professional advice if you are unsure.

10. Data protection roles between users

10.1 Where a landlord collects or records personal data about tenants, applicants, guarantors, enquirers or contractors using the Service (for example in referencing, documents, enquiries or inventories), the landlord is a controller of that data and responsible for having a lawful basis, providing privacy information, keeping it secure once it leaves the Service, and honouring data-subject rights in respect of it. We process such data to provide the Service as described in our Privacy Policy.

10.1A Two separate controllers. For that data the landlord and ConnectLettings are each a controller in their own right, for their own purposes: the landlord for letting and managing the property, and we for providing the Service. Neither of us acts as the other's processor, and neither decides how the other uses the data. Each is responsible for its own compliance with data protection law. If a tenant or applicant asks either of us to exercise a data protection right, that one will deal with the request for the data it holds and will tell the other where the other needs to act.

10.2 Documents and information shared with you by another user (for example identity documents, payslips or bank statements supplied by a tenant) are shared for the purpose of that tenancy only. You must not use them for anything else or keep copies outside the Service for longer than you lawfully need them.

10.3 Right to Rent copies are yours to keep. The legal duty to keep a copy of Right to Rent documents for the period the Home Office requires is the landlord's. Keep your own copy outside the Service; do not rely on the Service as your only record, in particular if you close your account.

11. Acceptable use and your content

11.1 You must not use the Service: unlawfully or fraudulently; to post inaccurate or misleading listings; to discriminate unlawfully; to harass, threaten or abuse any person; to upload malicious code or scrape the Service; to infringe others' rights (including uploading photos or documents you have no right to use); to impersonate anyone or create an account for someone else; to send unsolicited marketing; to interfere with or test the security of the Service; or to circumvent fees. We may suspend or terminate accounts that breach these terms.

11.2 Your content. Content you add to the Service (including photographs, documents, messages, comments and listing text) remains yours. You give us permission to store, copy, display and transmit it as needed to operate the Service, including showing it to the other party to a tenancy and to anyone you share it with. You confirm you have the right to add it and that it is lawful. We may remove or restrict content that we reasonably believe breaches these terms or the law, and we may access content where necessary to provide support you have asked for, to investigate a complaint or suspected misuse, or to comply with the law.

11.3 Reporting content. Content that is illegal, or that is abusive, threatening, fraudulent or discriminatory, has no place in the Service. If you see any — in a message, a photograph, a document or a listing — report it to support@connectlettings.com, saying where it is. We review every report, act on it promptly (which may include removing the content, suspending the account and, where appropriate, informing the police), and tell you the outcome. If you think we have wrongly removed your content or restricted your account, you may complain to the same address and we will look at it again.

12. Service availability and changes

12.1 The Service is provided with reasonable skill and care, but on an "as available" basis. We do not warrant uninterrupted or error-free operation, and we may modify, suspend, or discontinue features (including portal integrations and third-party services) at any time. Where reasonably practicable we will give notice of material changes. If we withdraw a paid service you have paid for and not received, we will refund it.

12.2 We rely on third-party infrastructure and services (including Google Firebase, portals, referencing, signing, email and payment providers). We are not responsible for their acts, omissions, or outages.

12.3 Events outside our control. We are not in breach of these terms, or liable for delay or failure, where that is caused by something outside our reasonable control — including failure of the internet, a telecommunications network, an app store, a third-party provider or a portal; a cyber-attack; or an act of government or a regulator.

12.4 Features described as beta, preview or coming soon are offered for evaluation, may change or be withdrawn without notice, and should not be relied on.

13. Liability

13.1 Nothing in these terms excludes or limits our liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot be excluded or limited by law. If you are a consumer, nothing in these terms affects your statutory rights.

13.2 Subject to 13.1, we are not liable for: (a) losses arising from your letting, management, or occupation of any property, or from any tenancy or prospective tenancy, including rent arrears, property damage, void periods, disputes, deposit deductions or penalties relating to a deposit, possession proceedings, fines, or penalties; (b) your failure to comply with any legal obligation, whether or not a Service feature relates to it; (c) decisions made in reliance on referencing results, templates, guides, reminders, deadlines or date calculations, AI-generated or automated content, or any other information in the Service; (d) the acts or omissions of other users or of third-party providers; (e) a notification, email or reminder that was delayed or not delivered; (f) the loss of, or inability to reach, any document or content of which you did not keep your own copy; (g) anything described in clause 12.3.

13.2A If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, but not for loss or damage that is not foreseeable. The Service is provided for managing your own lettings; we have no liability to you for loss of profit, loss of business, business interruption, or loss of business opportunity.

13.2B If you use the Service in the course of a business, then subject to 13.1: all terms implied by statute or common law are excluded to the fullest extent permitted by law; we are not liable for loss of profit, revenue, business, opportunity, goodwill or data, or for any indirect or consequential loss; and you must tell us about any claim within 12 months of becoming aware of the circumstances giving rise to it.

13.3 Subject to 13.1 and 13.2, our total aggregate liability to you arising out of or in connection with the Service in any 12-month period is limited to the greater of £100 and the fees you paid us in that period.

13.4 If you use the Service in the course of a business, you agree to compensate us for losses, claims, and costs we incur (including reasonable legal fees, payment chargebacks, and any fine or charge imposed on us by a portal or provider) arising from your breach of these terms, content you upload or publish through the Service, personal data about other people that you gave us without being entitled to, claims by third parties (including tenants, applicants, guarantors and other people you named) relating to your listings, your documents or your letting activity, or your unlawful use of the Service, except to the extent caused by our own breach.

13.4A If you are a consumer, you are responsible for loss or damage we suffer that is a foreseeable result of your breaking these terms or misusing the Service — for example a chargeback for a service you received, or a charge a portal makes to us because of something in your listing — but not for loss that is not foreseeable, and not to the extent we caused it.

13.5 Each sub-clause and each exclusion in this §13 operates separately. If any part is found to be unenforceable, the others continue to apply.

14. Intellectual property

The Service, its software, branding, and content (excluding your content) are owned by us or our licensors. You receive a personal, non-transferable, revocable licence to use the Service for its intended purpose.

14A. App stores

Where you downloaded the app from the Apple App Store or Google Play: these terms are between you and us, not Apple or Google; your licence to use the app is limited to devices you own or control, as permitted by that store's terms; Apple and Google are not responsible for the app, its content, its maintenance or support, or any claim relating to it (including product liability, legal compliance and intellectual property claims), and any warranty refund obligation of the store is limited to the price (if any) you paid the store for the app; you confirm that you are not located in a country subject to a government embargo and are not on a government list of prohibited or restricted parties; and Apple and its subsidiaries are third-party beneficiaries of these terms and may enforce them against you in respect of the app.

15. Termination

15.1 We may suspend or terminate your access for breach of these terms, unlawful activity, non-payment or a reversed payment, or risk to the Service or other users. You may stop using the Service and delete your account at any time.

15.2 When an account is closed: a paid service already delivered is not refunded; any unused balance you paid for is refunded on request (we may first deduct amounts you owe us under these terms); records are retained as described in our Privacy Policy; and the other party to a tenancy keeps their access to the shared tenancy record. Clauses which by their nature should survive (including §2.1A, §7.4, §10, §13 and §16) survive termination.

16. General

16.1 We may update these terms. We will notify material changes in-app or by email at least 14 days before they take effect (or sooner where the law or security requires it). For a material change we will ask you to accept the new version in the app before you carry on using the Service; if you do not agree, you may close your account, and you will still be able to download your records. Minor changes that do not reduce your rights (for example a corrected address or a clearer sentence) take effect when posted. The terms in force when you bought a paid service apply to that purchase. 16.2 These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction (if you are a consumer resident elsewhere in the UK, you may also bring proceedings in your home nation, and nothing affects your mandatory local consumer rights). 16.3 If any provision is found unenforceable, the remainder continues in effect. 16.4 Complaints. Contact support@connectlettings.com. We acknowledge a complaint within 3 working days and send our final written response within 8 weeks. We are a member of the Property Redress Scheme (membership number PRS055917); if we cannot resolve your complaint within 8 weeks, or you are unhappy with our final response, you may refer it to the scheme. Details are available at theprs.co.uk. 16.5 Except as stated in §14A, nobody other than you and us has any right to enforce these terms. 16.6 We may transfer our rights and obligations under these terms to another organisation that takes over the Service, and will tell you if we do; this will not affect your rights. You may not transfer yours without our written consent. 16.7 If we do not insist immediately that you do something these terms require, or delay in taking steps against you, that does not mean you need not do it, and it will not prevent us taking steps later. 16.8 We will contact you using the email address on your account or in-app. Keep your email address up to date. 16.9 If you use the Service in the course of a business, these terms, the Refund Policy and the prices shown at the point of purchase are the entire agreement between us about the Service, and you have not relied on any statement that is not set out in them. Nothing in this clause limits liability for fraud.

Contact: Connect Lettings Limited, 5 Whitley Wood Road, Reading RG2 8HX, United Kingdom · support@connectlettings.com

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