Effective Date: 27/10/25

These Terms and Conditions (“Terms”) govern your use of Lettie, an AI-powered maintenance chatbot service provided by Qualisync LTD (trading as Lettie). “Landlord” refers to the person or entity using Lettie under these Terms. By creating an account or using Lettie, you agree to be bound by these Terms.

1. Introduction

Lettie is an AI chatbot service that allows landlords to offer tenants a way to report property issues via chat (for example, WhatsApp). The service triages and attempts to resolve simple issues and escalates others to the landlord.

These Terms form a contract between Qualisync LTD (Company No. 16392735) and the Landlord. Qualisync LTD owns and operates Lettie. Your use of Lettie constitutes acceptance of these Terms, our Privacy Policy, and any other policies we provide.

2. Account & Eligibility

• Who can sign up: Lettie is available to UK landlords aged 18 or over. By signing up, you confirm that you have the legal capacity to enter into a contract.
• Registration information: You must provide accurate and complete information (including full name, email address, and phone number) when creating your account. You are responsible for keeping your account secure.
• Account security: You must maintain the confidentiality of your password and notify us immediately of any unauthorized use. Landlords are responsible for all data entered into Lettie and must ensure they have permission to share tenant information.

3. The Service

Lettie provides an AI chatbot interface (via WhatsApp) through which tenants can report issues.

Functionality

Lettie collects tenant queries, uses AI (Google AI and Perplexity AI) to analyze them, and attempts to resolve or categorize the issue. For issues it cannot resolve, Lettie notifies the landlord.

Limitations

Lettie is not an emergency service and may not always understand or correctly respond to tenant queries. We do not guarantee that Lettie will always be available, accurate, or error-free. You should not rely solely on Lettie for critical issues and must use your own judgment when responding to tenants.

Landlord Obligations

• Lawful use: You agree to use Lettie only for lawful purposes related to property management.
• Tenant consent: You must ensure you have the tenant’s consent before sharing their contact details or chat information with Lettie.
• Monitoring: You must monitor and respond to escalations or unresolved issues.
• Acceptable use: You must not use Lettie for illegal, deceptive, harmful, or offensive activities, nor attempt to disrupt or reverse-engineer the service.

4. Fees & Payment

• Subscription plans:
  • £10/month for up to 2 properties
  • £20/month for up to 8 properties
  • £40/month for up to 32 properties
• Billing: Subscriptions are managed through Stripe and renew automatically each billing cycle (monthly or annually). You authorize us to charge your selected payment method for each renewal.
• Auto-renewal: Subscriptions automatically renew unless cancelled. If payment fails, we may suspend or downgrade your account.
• Price changes: We may change pricing with at least 30 days’ notice. You can cancel before any price change takes effect.
• Taxes: You are responsible for all applicable taxes.

5. Cancellation & Refunds

• Cancellation: You can cancel your subscription at any time through your dashboard or by contacting support. Cancellation takes effect at the end of your current billing period.
• Refunds: Payments are non-refundable except in the following cases:
  • First 30 days: You may request a full refund within 30 days of your first payment (money-back guarantee).
  • Service outage: If Lettie is unavailable for more than 24 consecutive hours, you may request a pro-rated refund for that period.
• Data deletion: After cancellation, your data will be retained per our Data & Privacy Policy. You may request deletion at any time.

6. Data & Privacy

Lettie processes data from both landlords and tenants in accordance with UK GDPR and the Data Protection Act 2018.

• Landlord data: We collect your registration details, billing information, and usage data to operate and improve the service.
• Tenant data: Tenant messages and contact details are processed to provide the chatbot service. You confirm that tenant information is shared lawfully and with consent.
• AI processing: Chat data may be processed using Google AI and Perplexity AI. Data is used only to provide and improve the service.
• Purpose of use: Data is used for account management, communication, billing, analytics, and service improvement. We may use anonymised data for research and AI training.
• Sharing: We share data only with trusted service providers such as Stripe, Supabase, Google, and communication partners, all of whom act as data processors.
• Data storage: Data may be stored in or outside the UK with appropriate safeguards in place.
• Retention: Account and billing data are retained for as long as necessary for business or legal purposes. Chat logs are typically retained for 12–24 months unless deletion is requested.
• Your rights: You may request access, correction, or deletion of your personal data at any time by emailing privacy@asklettie.com.
• Security: We apply technical and organizational measures to protect your data, but no service is completely secure.

7. Intellectual Property

• Ownership: Lettie, including all software, branding, and content, is owned by Qualisync LTD.
• User data: You retain ownership of your data and any tenant data you upload. By using Lettie, you grant us a license to process this data solely for the purposes of operating and improving the service.
• Restrictions: You may not copy, modify, or distribute Lettie or its content without written permission.

8. Term & Termination

• Term: These Terms begin when you create your account and continue until cancelled.
• Termination by you: You may terminate by cancelling your subscription.
• Termination by us: We may suspend or terminate your access if you breach these Terms, fail to pay fees, or misuse the service.
• Effect: On termination, your access will end and we may delete your data in accordance with our retention policy.

9. Limitation of Liability

To the maximum extent permitted by law:

• Qualisync LTD will not be liable for any indirect, incidental, or consequential losses, including loss of profits or data.
• Our total liability for all claims shall not exceed the total amount you paid to us in the 12 months preceding the event giving rise to the claim.
• Nothing in these Terms limits our liability for death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UK law.

10. Governing Law & Dispute Resolution

These Terms are governed by the laws of England and Wales. Any dispute arising out of these Terms shall be subject to the exclusive jurisdiction of the English courts.

Before pursuing legal action, both parties agree to attempt resolution through informal negotiation or mediation.

11. Other Policies

Your use of Lettie is also subject to the following documents, available on our website:

• Privacy Policy – explains how we collect, use, and protect personal data.
• Cookie Policy – describes how cookies are used on our website and how users can manage consent.
• Acceptable Use Policy (AUP) – outlines prohibited uses of the service.

12. Contact Information

Qualisync LTD (trading as Lettie)
Registered Office: Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Company No: 16392735
Email: calum@asklettie.com

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