Terms and Conditions

These Terms and Conditions are a contract between HomeTenant ("we", "us", "our") and you, the landlord, letting agent or property manager who opens a HomeTenant account ("you", "your"). HomeTenant is a trading name of Cressoft Consultancy Limited, a company registered in England and Wales under company number 07628636, with its registered office at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF, England.

You accept these terms by ticking the box when you sign up, or by pressing "I agree" in the dashboard when we ask you to. We keep a record of which version you accepted, when, and the IP address and browser details of the device you used.

If you use HomeTenant for a company or other organisation, "you" means that organisation, and you confirm you are authorised to accept these terms for it.

These terms cover the HomeTenant dashboard at hometenant.ai, the WhatsApp maintenance line, the tenant chat app, the related emails and notifications, and HomeTenant Acquire (section 18). How we handle personal data is explained in our Privacy Notice, which forms part of these terms. Contractors who are paid by card through HomeTenant also accept the separate contractor terms.

We are not a party to your tenancies, to your arrangements with contractors, or to any purchase you make after using HomeTenant Acquire. Nothing in these terms changes your duties to your tenants under your tenancy agreements or under the law.

Reading messages with AI costs us money on every message, so each property's plan includes an allowance of AI use, and fair-use limits apply when it runs out.

• Each property includes a monthly AI allowance, set as a proportion of what that property's plan costs. It covers the AI processing of everything sent to the line about that property. While you are on the free trial, it is based on the plan's standard price for one property.
• The dashboard shows how much of the allowance has been used, as a percentage, and which tenants used it. We tell you when a property reaches 80% and 100%.
• The allowance starts again on the 1st of each calendar month, UK time. Unused allowance does not carry over.

When a property's allowance and any top-up are used up, these limits apply to that property until the allowance starts again on the 1st or you buy a top-up:

• We will not process your tenants' photos or videos. They are saved for you to view in the dashboard, and you are told about them. We do not read them for safety, so nothing in a photo or video will raise an alarm. The one exception is a tenant who is moving out: a video they send with no words, as a record of the room's condition, is still described, because it is evidence for the deposit.
• Voice notes are transcribed and checked for safety only. They do not get the full handling, such as a reply with advice or sending a job to a contractor. A voice note that sounds like an emergency is escalated as one; anything else is saved for you. If a voice note cannot be understood, the tenant is asked to send it again, as at any other time.
• Each tenant can have up to 5 typed messages a day (UK time) handled in full. Further typed messages that day are saved for you, and only checked against an emergency keyword list.
• Some typed messages do not count towards the daily limit, and are still handled in full: replies to a question HomeTenant asked the tenant (for example confirming the rent is paid, acknowledging a certificate, or choosing a visit time); messages about a house job; and follow-ups while the tenant has an open emergency job.
• Whenever a message is saved for you rather than answered, the tenant is told, and that reply always includes the emergency numbers: 999, and 0800 111 999 for a gas smell.

These limits can mean a real problem is not noticed, replied to or sent to a contractor until you look at the dashboard. That is your risk while the limits apply, which is why we tell you before and when they start. We may handle more than the limits at our discretion, for example to finish a job already under way, but you must not rely on that. Choosing not to apply a limit, or applying it later, does not waive our right to apply it.

Top-ups:

• Top-ups cost £3 each, including VAT, and each belongs to one property. A top-up adds allowance in the same proportion to the price paid as that property's plan does: on a property paying £5.00 a month, one top-up adds 60% of a month's allowance.
• A top-up is used only after the month's own allowance runs out. What is left carries over from month to month.
• A top-up expires 12 months after you buy it. Anything left then is lost.
• A top-up is non-refundable once any of it has been used. If a top-up payment is refunded or reversed by a chargeback, we take back the allowance it added, and any of it already used may be treated as unpaid AI use.

Fair use. The service is for genuine residential maintenance and tenancy management. We may limit, slow or pause handling for a property, a tenant or a number that sends automated, bulk, abusive or unrelated traffic, or that uses far more AI than normal residential use, and we will tell you if we do.

We may change the allowance and the limits in this section. We will give you at least 30 days' notice of a change that reduces what you get, by email and in the dashboard. A change that gives you more can apply straight away.

HomeTenant is not an emergency service. It does not replace 999, the National Gas Emergency Service (0800 111 999), your local water or electricity emergency lines, or your own emergency arrangements as a landlord.

• Our system is designed to spot messages that may describe an emergency, such as a gas smell, fire, flood or electrical danger, to tell the tenant to call the emergency services, and to alert you. That detection is automated and can miss an emergency. It is more likely to miss one when a message is unclear, in a language or slang it handles less well, sent as a photo or video, or sent while the fair-use limits in section 8 apply and media is not being processed.
• Messages can also be delayed or not delivered at all, for example when WhatsApp interrupts our connection (section 13), a phone is offline, or one of our providers has an outage.
• You must give every tenant, in writing, the emergency numbers (999, and 0800 111 999 for a gas smell) and your own emergency contact arrangements, and tell them not to rely on HomeTenant in an emergency.
• You must not rely on HomeTenant to identify, handle or respond to an emergency. You remain responsible for your own emergency procedures and for responding to emergencies at your properties.
• We are not liable for loss caused by an emergency or other problem not being detected, escalated or responded to, or by an alert about it being missed or delayed (section 23).

• Replies to tenants, triage and urgency decisions, translations, summaries, suggested actions, document readings and reports are generated by AI and may be wrong, incomplete or unsuitable for the situation. The AI can under-rate or over-rate how serious something is, misunderstand a message, read a figure or a date wrongly, or give advice that does not fit.
• What the AI produces is not legal, financial or safety advice, and it is not the opinion of a qualified tradesperson, gas or electrical engineer, surveyor, lawyer or accountant.
• You remain responsible for every decision, approval and payment you make, including approving jobs, quotes and invoices, and for checking what HomeTenant shows you before you act on it. The AI's reasoning is shown on each ticket so that you can.
• You remain responsible for all your legal duties as a landlord, whatever HomeTenant reports, reminds you about or fails to remind you about. These include repairs and housing standards, gas safety, electrical safety, fire safety, carbon monoxide and smoke alarms, energy performance, Right to Rent checks, deposit protection, HMO licensing and management regulations, and anything your local authority requires.
• Compliance reminders, dates and scores depend on the information you give us and are an aid, not a guarantee that you are compliant.
• We keep improving the AI and may change how it behaves. We do not promise a particular level of accuracy.
• We are not liable for loss caused by what the AI produces being wrong or incomplete, including where you, a tenant or a contractor acted on it (section 23).

You agree:

• to tell your tenants and contractors, before you add them, that HomeTenant handles their messages for you, that their messages, photos, videos and voice notes are read by AI and may be seen by our staff for support and safety, and where to find our Privacy Notice. The dashboard help includes a suggested notice; using it does not by itself make you compliant;
• that you are the controller of your tenants' and contractors' personal data (section 19), and that you have a lawful basis to share it with us and to have us process it as these terms describe;
• to keep the information you give us accurate and up to date, including tenants, rooms, phone numbers, contractors, certificates and dates;
• that access codes, key safe codes, alarm codes and similar details you store or ask us to send are shared at your own risk. Change them if you think they have been seen by someone who should not have them;
• to choose contractors who are competent, insured and, where the work requires it (for example Gas Safe registration for gas work), properly registered or certified. We do not vet, certify, insure or supervise your contractors;
• to check that the messages HomeTenant sends on your behalf are appropriate, and to correct anything that is not.

• Our WhatsApp line uses an unofficial linked-device connection that we run on our own equipment. It is not Meta's official WhatsApp Business Platform, and it is not endorsed by WhatsApp or Meta.
• WhatsApp can interrupt, restrict or block that connection, or a number we use, at any time and without warning. When that happens messages may be delayed or lost, and the line may move to a new number. We will work to restore the line, but we do not guarantee that any message will be delivered or delivered on time.
• The tenant chat app and email do not depend on WhatsApp, and keep working when it is interrupted. Tenants and contractors may also contact you directly.
• Tenants and contractors who use WhatsApp do so under WhatsApp's own terms, and WhatsApp processes their messages under its own privacy policy.
• We are not liable for loss caused by a message, alert or notice being delayed, lost or not delivered, on WhatsApp or any other channel, or by WhatsApp or Meta restricting, suspending or changing how linked devices work (section 23).

HomeTenant Acquire produces property screening reports for people considering buying or leasing a property. This section applies to everyone who uses Acquire, whether or not they also use HomeTenant for their own properties, and you accept it by ticking the box when you sign in or sign up to Acquire. Sections 1, 4, 12, 16, 19 to 25 and 27 to 30 also apply to Acquire.

What a report is, and what it is not:

• A report is indicative screening only. It is not a survey, a valuation, a mortgage valuation, a legal search, a planning opinion, an HMO licensing opinion, or financial, investment, tax or legal advice. Do not rely on it to decide whether to buy, lease or lend.
• Reports combine data from third parties, including PropertyData, the energy performance certificate registers, postcode and police crime data, planning and heritage records from the UK, Scottish and Welsh governments, and the listings and photos you give us, and AI analysis of them. That data can be incomplete, out of date or wrong, and covers some places better than others. We do not check it.
• Figures such as rents, values, yields, costs and works estimates are estimates, generated partly by AI, and can be far from the real figure. Get your own survey, valuation, legal advice and finance advice before you commit.

Access, credits and prices:

• New Acquire accounts are checked by our team before they can be used. We may refuse or remove access.
• One credit runs one report. An approved account receives 3 free reports. Where we charge for reports, the prices, which include VAT, are: £3.99 for one report; £29.99 for a pack of 10, to be used within 12 months; and a monthly plan at £19 a month for 10 reports a month, which do not roll over, with extra reports at £2.99. HomeTenant landlords on a paid plan get 3 reports a month included, and extra reports at £2.99; this does not apply during the free trial.
• A credit is taken when a report starts. If the report fails, the credit is given back to your account as a credit, not as money.
• Unused credits are not refundable, except where the law requires. Credits expire as described when you buy them. If a payment is refunded or reversed, we take back the credits it bought, and may treat credits already used as unpaid.
• You can cancel a monthly plan at any time. It stops at the end of the month you have paid for.

Sharing reports:

• You can create a link that lets anyone who has it see a report or comparison, without signing in. You are responsible for who you share it with. Turn the link off when it is no longer needed.
• Reports are prepared for you alone. No one else may rely on a report, including anyone you share it with, a lender, a buyer, a co-investor or an adviser. We accept no responsibility to anyone other than you for a report, and you must tell anyone you share it with that it is indicative screening only.

Who is responsible for what:

• For the personal data of your tenants, contractors and anyone else you add or who contacts the line about your properties, you are the controller and we are your processor.
• For your own account, billing, support and Acquire account data, and for keeping the service secure, we are the controller, as described in our Privacy Notice.

Data processing terms. When we process personal data as your processor, these terms are your written instructions to us and we will meet the requirements of Article 28 of the UK GDPR. In particular we will:

• process the data only to provide the service, on your documented instructions (these terms, and how you set up and use the service), unless the law requires otherwise, in which case we will tell you first unless the law forbids it;
• tell you if we think an instruction from you breaks data protection law;
• make sure everyone we authorise to process the data is bound by confidentiality;
• keep the data secure with appropriate technical and organisational measures, including encryption in transit, access controls, separation of each landlord's data, and logging;
• use only the sub-processors in section 20, under written terms that protect the data in the same way, and remain responsible to you for them;
• help you, taking into account what we can reasonably do, to answer requests from people exercising their data protection rights, and to meet your duties on security, breach notification, impact assessments and consulting the regulator;
• tell you without undue delay after we become aware of a personal data breach affecting your data, with the information we have;
• when your account ends, delete the data as section 21 describes, or give you an export of it if you ask before then, unless the law requires us to keep it;
• make available the information reasonably needed to show we meet these duties, and allow audits by you or an auditor you appoint, on reasonable notice, at your cost, no more than once a year unless a regulator requires it, and subject to confidentiality.

What we process, and why: names, phone numbers, email addresses, room and tenancy details, messages, photos, videos, voice notes, documents and signatures of your tenants and contractors, for as long as you use the service, to provide the service described in section 3. It can include special category data if a tenant chooses to send it, for example about their health.

International transfers. Some of our sub-processors are in the United States. Where data leaves the UK we use the safeguards UK data protection law requires, such as the UK International Data Transfer Agreement or Addendum, or the UK Extension to the EU-US Data Privacy Framework.

You must comply with data protection law in how you use HomeTenant, including giving tenants and contractors the information in section 11.

You give us general authorisation to use these sub-processors. We will tell you about any new or replacement sub-processor at least 14 days before it starts, by updating this list and telling you by email or in the dashboard. If you object on reasonable data protection grounds, tell us within that time; if we cannot resolve it, you may close your account and we will refund any fees you have paid in advance for the period after it closes.

• Supabase: our database, holding all account, property, tenant, ticket and message data. United Kingdom (London).
• Vercel: hosting for the website, dashboard and app, and storage for photos, videos, voice notes and documents. Global, with United States and European infrastructure.
• Anthropic: AI that reads messages, photos, transcribed voice notes and documents, writes replies and produces reports. United States.
• Google: the Gemini AI service that describes tenant videos; Google sign-in; and Google Workspace, which holds our email and the inbox that receives bills you forward to us. United States.
• Groq: transcribes voice notes to text, using a Whisper speech recognition model. United States.
• Stripe: payments and billing for HomeTenant and Acquire. United Kingdom and European Union, with global infrastructure.
• Resend: sends our emails, such as sign-in links, alerts and notices. United States.
• Slack: alerts to our team about support conversations that need a person, which can include your name, email address and message. United States.
• PropertyData: property market data for Acquire reports, using the address or postcode of the property being screened. United Kingdom.

WhatsApp (Meta) carries messages sent to the WhatsApp line under its own terms, and browser and phone makers deliver app notifications through their own push services. They act independently, not as our sub-processors. Acquire also looks up public data sources, such as the energy performance certificate registers, postcodes.io and police.uk, with the address or postcode being screened.

Please read this section carefully. It says what you are responsible for, what we are not liable for, and limits how much we have to pay if something goes wrong.

What the law does not let us exclude. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot be limited or excluded by law. Everything else in this section is subject to this paragraph.

Reading and acting on messages is your responsibility. You are solely responsible for reading, acting on and responding to the messages, alerts, reminders and notices that HomeTenant sends you or shows you, whether in the dashboard, by email, by app notification, on WhatsApp or by text message. HomeTenant passes information on and helps you organise; it does not act on it for you, and it does not check that you have seen it.

We have no liability to you for any loss arising from:

• you, or anyone else (including your staff, agents, tenants and contractors), missing, not reading, delaying, ignoring or misreading a message, alert, reminder or notice;
• any failure or delay in delivering a message, alert, reminder or notice, by WhatsApp, email, app notifications or SMS or any other channel, including when WhatsApp or another provider interrupts or blocks the service (sections 13 and 16);
• what the AI produces being wrong or incomplete, including where you, a tenant or a contractor acted on it (section 10);
• an emergency or other problem not being detected, escalated or responded to (section 9);
• a property's AI allowance or top-up running out, or the fair-use limits in section 8 applying;
• the acts or omissions of your contractors, including their work, prices, conduct, availability, insurance and invoices (section 14);
• the acts or omissions of your tenants, or of anyone else who uses the line about your properties;
• inaccurate or out-of-date information given to us by you or by third-party data sources;
• decisions made on the strength of an Acquire report (section 18); or
• access codes or other details you chose to store or share.

Losses we do not cover. We are not liable for any indirect or consequential loss. We are also not liable for any of the following, whether direct or indirect:

• loss of rent, profit, revenue, business, contracts, goodwill or anticipated savings;
• loss or corruption of data;
• damage to property, including your properties and their contents;
• fines, penalties and similar sanctions, including under licensing, deposit protection, Right to Rent, HMO, gas safety or electrical safety rules.

You remain responsible for your own legal duties as a landlord (section 10), and for any fine, penalty or claim that follows from not meeting them.

The most we will pay. Our total liability to you for all claims together arising out of or in connection with these terms or the service, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the total fees you actually paid us in the 12 months before the event giving rise to the first claim. There is no minimum: if you paid us nothing in that time, for example because you were on the free trial, the limit is nil.

Time limit. Where the law allows, any claim against us must be brought within 12 months of the date the cause of the claim arose, or it cannot be brought at all.

Why these limits are fair. HomeTenant is priced as a low-cost tool, you control how you respond to what it tells you, and you can insure against the losses this section excludes. We recommend you keep suitable landlord insurance in place.

If you are a consumer, meaning you use HomeTenant mainly for purposes outside your trade, business, craft or profession, you have legal rights that these terms do not affect. We must provide the service with reasonable care and skill and as described. We are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill, and the exclusions, the limit and the time limit in this section apply to you only as far as the law allows. Advice about your rights is available from Citizens Advice.

• Each version of these terms has a version number and date, shown at the top of this page with a short list of what changed.
• We may change these terms, for example to reflect changes to the service, our prices other than your locked early-landlord price, our providers or the law. For a change that matters to you, we will tell you by email and in the dashboard, and ask you to agree to the new version.
• You can put off agreeing for up to 14 days from the new version's date. After that, the dashboard asks you to agree before you can carry on. If you do not agree, you can close your account, and the previous version applies until it closes.
• A change needed urgently for legal, security or safety reasons may apply sooner, and we will tell you as soon as we can.
• We keep previous versions and will send you a copy of the version you agreed to if you ask.