Terms of Service

1. Introduction

Welcome to the Tenant Portal ("the Portal"). These Terms of Service ("Terms") govern your use of the Portal provided by [YOUR COMPANY NAME] ("we", "us", "our"). By accessing or using the Portal, you agree to be bound by these Terms.

2. Acceptance of Terms

By creating an account and using the Portal, you acknowledge that:

• You have read, understood, and agree to these Terms
• You have read and understood our Privacy Policy
• You are at least 18 years old and legally capable of entering into binding contracts
• You are a current or prospective tenant with an active tenancy agreement with us

3. Portal Access and Account Security

3.1 Account Creation

Access to the Portal is provided via invitation email. To activate your account, you must:

• Create a secure password (minimum 8 characters)
• Provide accurate and complete information
• Keep your contact details up to date

3.2 Account Security

You are responsible for maintaining the confidentiality of your login credentials. You must:

• Not share your password with anyone
• Notify us immediately if you suspect unauthorized access
• Log out after each session, especially on shared devices
• Use a unique password not used on other websites

4. Permitted Use

The Portal is provided for the following lawful purposes:

• Viewing and managing your tenancy information
• Submitting maintenance requests and tracking their progress
• Viewing and paying rent invoices
• Accessing compliance documents (EPCs, Gas Safety Certificates, etc.)
• Communicating with property management staff
• Signing tenancy agreements digitally
• Exercising your data protection rights (GDPR)

5. Prohibited Use

You must NOT use the Portal to:

• Access another tenant's account or data
• Attempt to circumvent security measures or authentication
• Upload malicious software, viruses, or harmful code
• Submit false, misleading, or fraudulent maintenance requests
• Upload illegal, defamatory, obscene, or offensive content
• Interfere with or disrupt the Portal's operation
• Use automated scripts, bots, or scrapers to access the Portal
• Reverse engineer, decompile, or attempt to extract source code
• Use the Portal for commercial purposes or on behalf of third parties
• Violate any applicable UK laws or regulations

6. Maintenance Requests

When submitting maintenance requests through the Portal:

• Accuracy: Provide truthful and accurate descriptions of the issue
• Photos Required: At least one photo must be uploaded to help diagnose the issue
• Emergency Repairs: For emergencies (gas leaks, flooding, no heating in winter), call our emergency hotline immediately. Do not rely solely on the Portal.
• Access: You must provide reasonable access to contractors for repairs
• AI Triage: Our AI assistant may suggest self-help solutions. If these don't resolve the issue, you can escalate to staff
• Sign-Off: You have 7 days to review and sign off completed work. Failure to respond will be deemed acceptance

7. Rent Payments and Financial Obligations

The Portal allows you to view invoices and make payments:

• Payment Accuracy: Ensure all payment details are correct before submitting
• Third-Party Processors: Payments are processed by Stripe. See their Privacy Policy
• Payment Confirmation: You will receive email confirmation of successful payments
• Disputes: Contact us within 30 days if you believe a charge is incorrect
• Late Payment: Your tenancy agreement governs late payment terms and arrears procedures

8. Digital Signatures

The Portal allows you to digitally sign tenancy agreements and other documents. By using this feature:

• You confirm that the signature is made by you and represents your intention to be legally bound
• Digital signatures have the same legal effect as handwritten signatures under the Electronic Communications Act 2000
• We record timestamps and IP addresses for audit and security purposes
• Once signed, agreements cannot be unsigned through the Portal (contact us if you have concerns)

9. Intellectual Property

9.1 Our Content

All content on the Portal, including text, graphics, logos, images, and software, is owned by us or our licensors and protected by UK and international copyright laws. You may not:

• Copy, modify, or distribute Portal content without permission
• Use our trademarks or branding without written consent
• Remove copyright notices or proprietary markings

9.2 Your Content

When you upload photos, messages, or other content to the Portal:

• You retain ownership of your content
• You grant us a license to use, store, and display your content for service delivery purposes
• You represent that you have the right to upload the content and it does not infringe third-party rights
• We may remove content that violates these Terms or is illegal

10. Service Availability and Modifications

We strive to keep the Portal available 24/7, but we cannot guarantee uninterrupted access:

• Downtime: We may suspend access for maintenance, security updates, or technical issues
• Modifications: We may modify, add, or remove features at any time without notice
• No Warranty: The Portal is provided "as is" without warranties of any kind
• Emergency Contact: Always maintain alternative contact methods (phone, email) for urgent matters

11. Limitation of Liability

To the fullest extent permitted by law:

• We are not liable for indirect, consequential, or incidental damages arising from Portal use
• We are not liable for delays or failures caused by circumstances beyond our reasonable control
• Our total liability is limited to the amount of rent paid by you in the 12 months preceding the claim
• Nothing in these Terms excludes liability for death/personal injury caused by negligence or fraud

12. Data Protection and Privacy

Your use of the Portal is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data under GDPR.

By using the Portal, you consent to our use of essential cookies as described in our Cookie Policy.

13. Account Termination

13.1 By You

You may request account closure by contacting us. However, access to the Portal is typically linked to your tenancy, so your account will automatically be deactivated when your tenancy ends.

13.2 By Us

We may suspend or terminate your account immediately if:

• You violate these Terms
• Your tenancy agreement is terminated
• We suspect fraudulent, abusive, or illegal activity
• Required by law or regulatory authority

13.3 Effect of Termination

Upon termination, your access to the Portal will cease immediately. We will retain your data as described in our Privacy Policy (typically 6 years for financial records).

14. Governing Law and Jurisdiction

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

15. Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

16. Changes to These Terms

We may update these Terms from time to time. When we make material changes:

• We will update the "Last Updated" date
• We will notify you via email or a prominent notice on the Portal
• Continued use of the Portal after changes constitutes acceptance
• If you do not agree to the changes, you must stop using the Portal

17. Contact Us

If you have questions about these Terms or wish to report a violation, please contact us: