Terms of Service

These terms apply to landlords, letting agents and their teams who use Trustlet. Please read section 3 and section 10 carefully: they explain what Trustlet is responsible for, and what stays with you.

1. Who we are

Trustlet is provided by Trustlet Technologies Ltd (“Trustlet”, “we”, “us”), registered in England and Wales, company number 17535716, registered office [registered office address]. You can contact us at david@trustlet.co.uk.

“You” means the landlord, letting agent or business that holds the account, and anyone you invite to use it. By creating an account or using Trustlet, you agree to these terms on behalf of that business.

2. What Trustlet does

Trustlet helps you manage rented homes: rent and arrears, certificates and reminders, repairs, messages, inventories, inspections, statements, adverts and related records. Tenants, owners and contractors you invite can use their own portals. Some features depend on your plan.

3. Not advice: your responsibilities

Trustlet's reminders, checklists, templates, calculations, summaries and suggestions (including those written by the AI assistant) are there to help you. They are general information, not legal, tax, financial or safety advice, and they may not cover your circumstances, every rule that applies, or recent changes in the law. In particular, you are responsible for:

• meeting your legal duties as a landlord or agent, including safety certificates, deposit protection, Right to Rent checks, licensing, the PRS Database, notices and repairs;
• checking figures before you rely on them, including rent, arrears, statements, client money, tax and Making Tax Digital figures;
• checking that notices, adverts, inventories and documents are correct and served properly before you rely on them;
• the accuracy of the information you and your team enter;
• dealing with emergencies: Trustlet is not an emergency service. Anyone in danger should call 999, and gas emergencies should go to 0800 111 999.

Rules differ across England, Wales, Scotland and Northern Ireland. If you are unsure, check the official guidance or take professional advice.

4. Your account and your team

• Keep your sign-in email secure. You are responsible for what happens in your account, including what the people you invite do.
• Only invite people who should have access, and give them the right access level. Remove people who no longer need it.
• Don't use Trustlet for anything unlawful, to harass anyone, to discriminate against renters, or to try to get around its security.
• The free Starter plan is for one account per person, household or business. Please don't split your homes across several free accounts to stay under the property limit. If we think accounts belong together, we may ask you to combine them or move to a paid plan. See section 6 for how plan limits work.
• An account can have more than one owner (co-owners), for example for a home you own jointly. Co-owners are equal: each can manage everything in that account, including its plan and billing, and each is responsible for it. The free Starter plan's allowance is per person: it covers up to 2 homes in total across all the free accounts you own or co-own, so joint accounts count towards each owner's allowance.
• Only advertise homes you own or are authorised to let. Before a home can be advertised on Trustlet, you must upload proof of ownership (or, for agents, your authority to let it), which we check. Fake or misleading adverts will be removed and the account may be closed.

5. Your data, and your tenants' and owners' data

You keep ownership of the information you put into Trustlet. For personal information about your tenants, owners, contractors and applicants, you are the data controller and we process it on your behalf, following your instructions and the data processing terms in our Privacy Policy. You must have a lawful basis to put that information into Trustlet and to share it through the portals.

Trustlet support may view your account to help you, if you allow it in Settings. Each view is recorded and shown in your Activity.

6. Plans, payment and cancelling

• Paid plans are billed monthly in advance through Stripe. Per-property plans are charged for the number of properties in your account, with any minimum shown on the pricing page.
• Free trials end on the date shown. Unless you cancel before then, the plan you chose starts and you are charged.
• You can cancel at any time from Billing. Your plan runs to the end of the period you've paid for, and we don't refund part-periods unless the law requires it.
• We may change prices with at least 30 days' notice. If you don't agree, you can cancel before the change takes effect.

Property limits and paused homes

• Each plan allows a number of properties. If you have more than your plan allows, for example after cancelling a paid plan and moving to the free Starter plan, you choose which properties stay active, up to the limit. The rest are paused.
• Paused properties are kept safe, and you can still view them and download their records. They can't be changed, and they get no reminders, rent tracking, adverts or portal updates. Tenants, owners and contractors linked to them can still view what's already been shared with them, but can't send anything new through Trustlet.
• Until you've chosen, your whole account is read-only and Trustlet sends no reminders for any of your properties.
• You can change which properties are active once every 90 days. Subscribing to a plan with room for them brings paused properties back straight away, as they were.
• Plan limits keep Trustlet fair for everyone who pays for it. Please don't use Trustlet to manage more homes than your plan allows, for example by regularly swapping which homes are active, deleting and re-adding homes, or spreading homes across more than one account. We keep a record of these changes and check for this.
• Referral rewards (“Refer and earn”) are given as free months once the account you referred has paid for the qualifying period shown on that page. They have no cash value, can't be transferred, and are limited each year. We may change or end the scheme, but rewards already earned stand.

7. Automated features

Some features act automatically, such as reminders, alerts, the AI assistant's replies to tenants, and reports built from your records. They can be wrong or incomplete. You choose whether to switch them on and how they are used, and you remain responsible for what is sent in your name. Automatic replies are labelled as such.

8. Other services

Some features use other providers, such as Stripe for payments, HMRC for Making Tax Digital, banks for Open Banking, and text and email providers. Their own terms apply. We aren't responsible for their services being unavailable or for errors they make.

9. Availability and changes

We work to keep Trustlet available and secure, but we can't promise it will always be uninterrupted or error-free. We may improve, change or withdraw features. If we withdraw something important to you, we'll give reasonable notice where we can.

10. Our liability to you

Nothing in these terms limits or excludes liability that cannot be limited by law, including for death or personal injury caused by negligence, or for fraud.

Subject to that:

• we are not liable for loss of profits, income, business or opportunity, or for any indirect or consequential loss;
• we are not liable for fines, penalties, rent repayment orders, compensation or costs arising from your legal or tax obligations as a landlord or agent, or from information you or your team entered, because those obligations remain yours (section 3);
• our total liability to you for all claims in any 12-month period is limited to the fees you paid us in the 12 months before the event giving rise to the claim, or £100 if that is more.

If you use Trustlet as a consumer rather than for a business, nothing in these terms affects your statutory rights.

11. Suspending or closing an account

You can close your account at any time. We may suspend or close an account that breaks these terms, puts others at risk, or isn't paid, and will tell you why unless we can't lawfully do so. Before an account is closed, you can export your records (CSV exports are available throughout Trustlet). We keep or delete data as set out in the Privacy Policy.

This includes getting around plan limits (sections 4 and 6). If we think an account is doing so, we'll usually tell you first and give you 14 days to put it right, for example by choosing a plan that covers your homes. If it carries on, or it's serious or repeated, we may suspend the account, move it to a plan that covers the homes being managed, or close it. If we close an account for this reason, we won't refund any period already paid for, unless the law requires it.

12. Changes to these terms

We may update these terms. If a change matters, we'll tell you in Trustlet or by email, and the account owner will be asked to accept the new version before carrying on.

13. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Trustlet Technologies Ltd, registered in England and Wales, company number 17535716. Registered office: [registered office address]. Contact: david@trustlet.co.uk.