Terms of Service

These terms

These terms are between LatchFlow(“LatchFlow”, “we”) and the organisation or person using our website or platform (“you”, “the agency”). By creating an account, starting a trial, or using the service you accept them. Where a signed order form or master agreement exists, that agreement takes precedence over these terms if they conflict.

The service

LatchFlow is an AI operations platform for lettings and property-management agencies: a workspace of live records with an AI assistant that drafts messages, triages maintenance, chases compliance, answers the phone line, and runs supervised workflows across email, SMS, WhatsApp, and voice. The service is provided on a subscription basis and evolves over time; we may add, change, or retire features, and will not materially reduce core functionality of a paid plan without reasonable notice.

Accounts and acceptable use

• You are responsible for your account, your users, and keeping credentials secure.
• You will use the service lawfully and only for legitimate property-management operations.
• You will not attempt to breach security or tenant isolation, reverse-engineer the service, resell it without agreement, or upload unlawful content or malware.
• You will keep the AI voice agent and any provided secrets confidential, as they authenticate access to your workspace.

Your data

You retain all rights in the data you and your users put into the service (“Customer Data”). You grant us the limited right to process it solely to provide and support the service. Where Customer Data includes personal data, we act as your processor under our Data Processing Agreement, which forms part of these terms. You are responsible for having a lawful basis to load and process that data and for the accuracy of what you enter.

Human approval and your responsibility

The service is designed to keep a human in control: sensitive and customer-facing actions are held for your approval where your settings require it. You remain responsible for reviewing and approving those actions and for regulated decisions, legal notices, client-money handling, and landlord and tenant obligations. The AI assists your team; it does not replace your professional judgement or your regulatory duties.

Third-party services

The service connects to third-party systems you choose to link — for example Microsoft 365, Twilio, and property-management systems such as Reapit. Your use of those systems is governed by your agreements with them. References to third-party marks are for integration context only and do not imply partnership or endorsement.

Fees

Subscription fees, plan limits, and billing terms are set out in your order form or plan selection. Unless stated otherwise, fees are exclusive of VAT and are payable in advance. Non-payment may lead to suspension after reasonable notice.

Availability

We work to keep the service available and reliable but do not guarantee uninterrupted operation. Planned maintenance, third-party outages, and factors outside our reasonable control may affect availability. Any specific service-level commitments will be stated in your order form.

Warranties and disclaimers

We provide the service with reasonable skill and care. Except as expressly stated, the service is provided “as is” and we disclaim other warranties to the extent permitted by law. Website material is not legal, financial, compliance, or property-management advice.

Liability

Nothing in these terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or fraud). Subject to that, neither party is liable for indirect or consequential loss, or for loss of profit, revenue, or data, and each party’s total liability in any 12-month period is limited to the fees paid or payable for the service in that period. Detailed liability terms may be set out in your order form.

Term, suspension and termination

These terms apply while you use the service. Either party may terminate a subscription in line with the order form or, for trials and month-to-month use, on reasonable notice. We may suspend access to protect the service or other customers, or for serious breach. On termination we will make Customer Data available for export and then delete or return it as set out in the Data Processing Agreement.

Governing law

These terms are governed by the laws of England and Wales, and its courts have exclusive jurisdiction, without affecting mandatory local consumer or data-protection rights.

Contact

Questions about these terms: support@latchflow.co.uk.