Terms of service

Who we are

TenancyDesk is a product of Harber Glaves Trading Ltd, a company registered in England and Wales, company number 16605946, with its registered office at Unit A, 82 James Carter Road, Mildenhall, Bury St. Edmunds, England, IP28 7DE. In these terms “we”, “us” and “our” mean Harber Glaves Trading Ltd, and “you” means the person who opens a TenancyDesk account.

You can reach us at support@tenancydesk.org.

By opening an account you accept these terms and our privacy notice. If you do not accept them, do not use TenancyDesk.

What TenancyDesk is, and what it is not

TenancyDesk is software for private landlords in England. It fills in statutory documents using the official wording, keeps a record of each property with its certificates and dates, and emails you before something runs out.

• It covers England only. The law in Wales, Scotland and Northern Ireland is different and TenancyDesk does not cover it.
• You decide which document you need, and you are responsible for the answers you give.
• You are responsible for serving a document properly and on time. TenancyDesk can work out the earliest date the law allows; it cannot serve anything for you.
• We keep the official wording current from the official sources, but the law can move between an update and the day you use a document. The date the law was checked is printed on everything we produce.

Your account

• Signing in is passwordless. You give us your email address and we send you a link. There is no password to set and we never store one.
• That makes your inbox the key to your account. Anyone who can read your email can sign in as you. Keep it secure, and tell us if you think someone else has got in.
• A sign-in is for one person. Plans that include more than one sign-in say so on the pricing page. Do not share a sign-in beyond what your plan allows.
• You must be at least 18, and using TenancyDesk for property you let or property you manage with the owner’s authority.
• Anything done through your account is treated as done by you.

The free trial, prices and payment

Your first plan starts with a free trial of seven days. We ask for a card at sign-up so the plan carries on without you having to think about it. Nothing is taken during the trial, and we email you before it ends. Cancel before the trial is up and you are not charged. The free trial is once per customer: if you cancel and subscribe again later, that plan is charged from the day it starts.

Our plans are Landlord at £9 a month or £89 a year; Portfolio at £18 a month or £179 a year; Professional at £36 a month or £359 a year; Agency at £99 a month or £990 a year. A single document without a plan is £12.

• The price shown is the full amount charged. TenancyDesk is not VAT registered, so no VAT is added and receipts do not carry a VAT line.
• A plan renews automatically at the end of each period until you cancel it.
• If we change our published prices, the change does not apply to you while you stay on your plan. If we ever have to change what you pay, we will tell you before it happens and you can cancel.
• If a payment fails we will try again and tell you. If it keeps failing we may suspend the account until it is settled.
• Card payments are handled by Stripe. We never see or store your full card number.

Cancelling, and changing your mind

You can cancel a plan at any time from your account page. Cancelling stops the next payment, the plan runs to the end of the period you have already paid for, and your documents stay downloadable until then.

If you are a consumer, the law gives you fourteen days to change your mind about a contract made online. Two things are worth knowing about how that works here.

• The trial. Starting a trial starts the service immediately, at your request. Because the trial is free, cancelling during it costs you nothing either way.
• A single document. A document is digital content and you get it the moment you buy it. When you buy one you are asking us to supply it immediately, and that ends the fourteen-day right to change your mind. We give you a fourteen-day refund on a single document anyway, no questions asked, provided you tell us inside that period.

We do not refund part of a period you have already paid for on a plan, unless the law says we must — for example if we have broken this contract.

Not every landlord is a consumer. If you let property in the course of a business, some consumer rights will not apply to you. Where the law does give you a right, nothing in these terms takes it away.

What you put in, and your tenants’ information

What you put into TenancyDesk stays yours. You give us permission to store it and process it in order to run the service for you, and for nothing else.

• Do not upload anything you have no right to hold, anything unlawful, or anything that could harm our systems.
• Do not use TenancyDesk to harass anyone, or to do anything the law forbids.
• We may remove content that breaks this section, and we will tell you why.

Using it fairly

• Do not resell TenancyDesk, rebrand it, or run it as a service for other people, unless we have agreed that in writing.
• Do not copy the site, scrape it, or take it apart to build something like it.
• Do not try to reach data that is not yours, and do not test our security without asking us first.
• Do not point automated tools at the service in a way that degrades it for anyone else.

We may suspend an account that breaks these rules.

Who owns what

• The official forms and the statutory wording reproduced in a document come from official government sources. They are Crown copyright and are used under the Open Government Licence.
• The software, the questions, the checks, the layout and everything else about TenancyDesk belong to us.
• A document you generate is yours to use for your own tenancies, to keep and to serve. You may not sell it on or publish it as a template.

Availability, changes and support

• We work to keep TenancyDesk available, but we cannot promise it will never be down. Maintenance, a supplier outage or something we did not foresee can interrupt it.
• We add features and change them. If we remove something significant that you rely on, we will tell you and you can cancel.
• Support is by email, at support@tenancydesk.org.

If something goes wrong

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. If you are a consumer, nothing here affects your rights under the Consumer Rights Act 2015.

Subject to that:

• If you are a consumer, we are liable for loss you suffer that is a foreseeable result of us breaking this contract or failing to use reasonable care and skill. We are not liable for loss that is not foreseeable.
• If you are a business, we are not liable for loss of profit, loss of business, business interruption or lost opportunity, and our total liability to you for everything arising out of the service is limited to the amount you have paid us in the twelve months before the claim.
• We are not liable for a decision you take about your property, for information you enter that turns out to be wrong, for a document served late or served incorrectly, or for the outcome of any legal proceedings.
• We are not liable for a failure caused by something outside our reasonable control.

Ending your account

• You can close your account at any time.
• We may suspend or close an account that breaks these terms, that is unpaid, or that is being used unlawfully. Where it is reasonable to do so we will warn you first and give you a chance to put it right.
• After an account closes you have twelve months to download your documents. After that we delete what we hold, apart from anything we are required to keep — see how long we keep it.

Changes to these terms

We may change these terms, for example when the service changes or the law does. The date at the top of this page is when they last changed. If a change matters to you we will tell you by email before it takes effect. Carrying on using TenancyDesk after that means you accept the new terms; if you would rather not, you can cancel.

Complaints

If something has gone wrong, write to us at support@tenancydesk.org with what happened and what you would like us to do. We will look into it and reply. If your complaint is about how we have handled personal information you can also take it to the Information Commissioner’s Office — see your rights.