Terms of service

The agreement

This agreement is between you, acting on behalf of your letting business (the "Customer"), and House It ("House It", "we", "us"). It governs your access to and use of the House It web application, marketing site, APIs and any related tools (together, the "Service").

You enter the agreement by signing up online, by accepting an order form sent to you, or by continuing to use the Service after these terms are presented. The agreement incorporates by reference the privacy policy, the UK GDPR notice, and the cookie policy. If there is a conflict between this agreement and a separate signed order form or master services agreement, the separate document prevails for the matters it covers.

Definitions

Service — the House It web application and any APIs or related tools we publish, used to run a UK letting business.

Customer — the legal entity that signs up for the Service and is named on the account or order form.

Customer Data — any data the Customer or its Authorised Users upload, generate or send through the Service, including property records, tenancy records, communications with tenants and landlords, files, and configuration.

Authorised User— an individual who is invited by the Customer into the Customer’s workspace and signs in to use the Service on the Customer’s behalf.

Subscription — the right to use the Service for the plan period set out in the order form or in the billing area.

Trial — the 30-day free evaluation period offered to new Customers before a paid Subscription begins.

Fees — the amounts payable for the Subscription, as shown in the billing area or on the order form.

Confidential Information — non-public information shared by one party with the other in connection with the Service that is marked or would reasonably be understood to be confidential.

The service

House It is a property operations platform built for small UK letting agents. It covers property and tenancy records, the rent ledger, supplier and contractor coordination, tenant case intake through WhatsApp and a tenant portal, AI-assisted triage and drafting, and reporting for the Customer’s portfolio.

Access to the Service is via the web application at the Customer’s assigned URL, signed in with a named account per Authorised User. We may add, change or remove individual features during the term where the change does not materially reduce the functionality of the Service. Material reductions are notified in advance under the Changes section.

Accounts and access

The Customer creates the workspace and is responsible for the actions of every Authorised User invited into it. By signing up, the person creating the account confirms they are at least 18 and authorised to bind the Customer to this agreement. Each Authorised User signs in with their own credentials; sharing accounts between people is not permitted.

The Customer is responsible for keeping sign-in details secure, enabling reasonable account hygiene (for example, not reusing passwords across services), and notifying us promptly at legal@houseit.co.uk if it suspects an account has been misused. We may require the Customer to rotate credentials or suspend an Authorised User where necessary to protect the Service or other customers.

Subscription, trial and renewals

New Customers start on a 30-day free Trial of the Standard plan with full access to the Service. The Trial converts automatically to a paid Subscription on the Standard plan at the end of the 30 days unless the Customer cancels before the Trial expires. There is a single Standard plan today; we do not operate hidden tier upsells inside the Service.

Once converted, the Subscription renews on a monthly cycle until cancelled. Plan details, the next renewal date and the active payment method are visible in the billing area. Cancelling before a renewal stops the next charge; cancelling mid-month does not by default trigger a pro-rated refund except where required by UK consumer law.

Fees, taxes and refunds

Fees are set out in the billing area or on the order form and are payable in advance for each renewal period. All Fees are stated in pounds sterling and are exclusive of VAT and other applicable taxes; taxes are added at the prevailing UK rate. The Customer is responsible for any taxes that arise on its side as a result of its use of the Service.

Payment is collected from the payment method on file via Stripe. Where a payment fails, we may retry the charge and will notify the billing contact. Amounts unpaid for more than 14 days after written notice may attract interest at the UK statutory rate for late payment of commercial debts. Refunds are not given for partial months except where UK consumer law requires it.

Customer data and ownership

The Customer owns the Customer Data and grants House It a limited licence to host, transmit and process it solely to provide the Service, support the Customer, and comply with law. House It is the processor for personal data inside a Customer workspace; the Customer is the controller. The detail of that processing — lawful bases, retention windows, named sub-processors, transfers, security — is set out in the privacy policy.

We may use anonymised, aggregated data derived from the Service to improve performance, reliability and the product roadmap. Anonymised aggregate data does not identify the Customer or its tenants and is not shared with third parties in a form that could be re-identified. A signed Data Processing Agreement covering the processor obligations is available on request from legal@houseit.co.uk.

AI and automated processing

Some features use AI to assist Authorised Users — at the time of writing, this includes case triage from inbound tenant messages and drafting suggestions for outbound replies. AI assists humans rather than replacing them: an Authorised User reviews and confirms the output before it is sent or recorded. We do not make solely automated decisions about tenants, landlords or Authorised Users that produce legal or similarly significant effects.

When the Service calls an AI provider, it sends the minimum information needed to produce the suggestion. Prompts and outputs are not used to train third-party models, and routing prefers UK or EU model endpoints where the provider supports them. AI-generated suggestions are advisory only — they are not legal, financial, regulatory or tax advice, and the Customer remains responsible for decisions made on the basis of those suggestions. See privacy policy — automated decisions for the data-handling detail.

Third-party channels

The Service integrates with third-party providers to deliver core functionality: Stripe for payment processing and the billing portal, Twilio for the WhatsApp Business API gateway and SMS fallback, and a transactional email sender for outbound mail. Each provider is governed by its own terms of service; the Customer’s use of the Service is subject to those terms where applicable.

We monitor third-party-channel availability and take commercially reasonable steps to mitigate outages, but we are not liable for failures of third-party services that are outside our control. The cookie policy describes any third-party cookies that may be set during specific flows — see cookies — third-party cookies.

Acceptable use

The Service must not be used to send unlawful, harassing, deceptive or unsolicited messages; to hold personal data without a lawful basis; to circumvent security controls; to scrape or extract data at scale without our written consent; or to interfere with the stability or integrity of the Service. The Customer is responsible for the content it sends through the Service and for ensuring its use complies with UK law, including consumer-protection, data-protection and tenancy legislation.

We may suspend access where there is a credible risk to other customers, to tenants, to landlords or to the Service. Suspension is notified at the same time it takes effect and is followed by a reasonable opportunity to cure where the breach is curable.

Security

We apply industry-standard technical and organisational measures to protect Customer Data, including encryption in transit, encryption at rest, least-privilege access controls, audit logging of administrative actions, and multi-factor authentication on administrative accounts. The detail of those measures is summarised in the privacy policy; a more detailed security posture is available on request under a confidentiality undertaking.

The Customer is responsible for security on its side: keeping credentials private, revoking access for staff who leave, and using strong authentication. Where the Customer becomes aware of a security incident affecting the Service, it must contact us at legal@houseit.co.uk without undue delay.

Confidentiality

Each party will protect the other’s Confidential Information with at least the same care it uses for its own confidential information of similar importance, and not less than a reasonable standard of care. Confidential Information may be used only to perform this agreement and must not be disclosed to third parties except to professional advisers under equivalent obligations of confidentiality.

The obligation does not apply to information that is or becomes publicly available through no breach of this agreement, was independently developed without reference to the Confidential Information, or was lawfully received from a third party without a duty of confidence. Customer Data is treated as Confidential Information by default. Confidentiality survives for 3 years after termination of this agreement.

Intellectual property

House It owns the Service, all software, designs, documentation and derivative works. The Customer is granted a non-exclusive, non-transferable licence to use the Service for the duration of the Subscription. The Customer retains ownership of Customer Data and grants House It only the limited licence described in the Customer data and ownership section.

No rights are granted to House It marks, logos or trade names beyond reasonable identification of the Service. Feedback or suggestions provided by the Customer about the Service may be used by House It without obligation, provided no Customer-identifying detail is published.

Warranties and disclaimers

House It warrants that it has the right to provide the Service and that the Service will perform substantially as described in the published documentation. The Customer warrants that it has the right to upload Customer Data to the Service and to authorise the processing described in this agreement and the privacy policy.

To the maximum extent permitted by UK law, all other warranties, conditions and representations — express or implied, statutory or otherwise — are excluded, including any implied warranties of merchantability, fitness for a particular purpose and non-infringement. The Service is provided on a commercially reasonable, best-efforts basis.

Indemnities

House It will indemnify the Customer against third-party claims alleging that the Service, used in accordance with this agreement, infringes a UK intellectual-property right, subject to the Customer giving prompt written notice of the claim, sole control of the defence to House It, and reasonable cooperation. House It may modify the Service, procure rights to continue, or terminate the affected functionality if a claim becomes a material risk.

The Customer will indemnify House It against third-party claims arising from breach of the Acceptable use section, breach of the Customer’s authority warranty, or claims relating to Customer Data that the Customer was not entitled to upload, subject to House It giving prompt notice of the claim, sole control of the defence to the Customer, and reasonable cooperation.

Liability

Each party’s total aggregate liability arising out of or in connection with this agreement, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited to the Fees paid by the Customer in the 12 months immediately preceding the event giving rise to the claim. Neither party is liable for indirect, consequential, special or punitive loss, lost profits, lost revenue, lost goodwill, or lost or corrupted data, even if advised of the possibility.

Nothing in this agreement excludes or limits liability that cannot be excluded under UK law, including liability for fraud or fraudulent misrepresentation, for death or personal injury caused by negligence, and for any other liability that cannot lawfully be limited or excluded. The liability cap and exclusions apply to the fullest extent permitted by UK law and survive termination.

Suspension and termination

We may suspend access where the Customer has not paid Fees more than 14 days after written notice, where there is a material breach of the Acceptable use section, or where there is a credible security risk to the Service or other customers. Either party may terminate for material breach that is not cured within 30 days of written notice. Either party may terminate for convenience on 30 days’ written notice after the first paid month of the Subscription.

We may terminate immediately without a cure period in cases of fraud, insolvency, or where continuing to provide the Service would put us in breach of UK law. Termination does not refund Fees already paid for the current period, except where required by law or where House It terminates for its own convenience without cause.

Effects of termination

On termination, the Customer’s licence to use the Service ends. The Customer has 30 days from the termination date to export Customer Data through the Service’s export tools or to request a final export from us. After the 30-day window, Customer Data is deleted or anonymised in line with the retention windows set out in the privacy policy.

Sections that by their nature should survive termination — including Customer data and ownership, Confidentiality, Intellectual property, Warranties and disclaimers, Indemnities, Liability, Notices, Governing law and jurisdiction, and this Effects of termination section — continue to apply.

Changes to these terms

We may update these terms from time to time. Material changes are notified to the account contact by email at least 30 days before they take effect; non-material changes (clarifications, fixes to cross-references, updates to the privacy policy) take effect when published. Continued use of the Service after the effective date constitutes acceptance of the updated terms.

If a material change is unacceptable to the Customer, the Customer may terminate by written notice before the change takes effect and receive a pro-rated refund of any Fees paid for the period after termination.

Notices

Notices to House It must be sent to legal@houseit.co.uk, with a copy by post to the registered office (available on request from the same mailbox). Notices to the Customer are sent to the email address on the account at the time the notice is given. Notices are effective on receipt during a UK business day, or on the next UK business day if received outside business hours.

Governing law and jurisdiction

This agreement and any dispute or claim arising out of or in connection with it (including non-contractual disputes) are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any such dispute, except that either party may apply to a competent court of any other jurisdiction for interim or injunctive relief to protect its rights pending resolution.

Contact

House It Ltd is a company registered in England and Wales. For questions about these terms, contracting, or enterprise arrangements, contact legal@houseit.co.uk. Our registered office and company number are available on request from the same mailbox.