Terms and Conditions

Last Updated: 15 November 2025

These Terms govern your use of the Lettie service operated by QUALISYNC LIMITED.

Contents

  1. Introduction and Acceptance
  2. Description of Service
  3. Tenant Data and Consent Requirements
  4. Data Protection and Privacy
  5. Account Registration and Security
  6. Subscription Plans and Pricing
  7. Billing and Payment Terms
  8. Plan Changes and Cancellations
  9. No Refunds Policy
  10. Service Level and Availability
  11. Support Services
  12. Acceptable Use Policy
  13. Intellectual Property Rights
  14. AI Disclaimers and Limitations
  15. Limitation of Liability
  16. Indemnification
  17. Term and Termination
  18. Confidentiality
  19. Changes to Terms
  20. Disputes and Governing Law
  21. General Provisions
  22. Contact Information
  23. Insurance and Liability

1. Introduction and Acceptance

These Terms of Service (“Terms”) constitute a legally binding agreement between you (“you”, “your”, “Landlord”, “User”) and QUALISYNC LIMITED (trading as “Lettie”) (“we”, “us”, “our”, “Company”).

1.2 Company Details

Legal Name: QUALISYNC LIMITED
Company Number: 16392735
Registered Office: Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Trading As: Lettie
Website: asklettie.com
Contact Email: support@asklettie.com

By accessing, registering for, or using the Lettie service (the “Service”), you agree to be bound by these Terms. If you do not agree, you must not use the Service.

You represent and warrant that you have legal capacity to enter into these Terms. If you accept these Terms on behalf of a company or other legal entity, you warrant you are authorised to bind that entity.

These Terms apply to all users of the Service, including landlords, letting agencies, housing associations, and property management companies.

2. Description of Service

Lettie provides an AI-powered WhatsApp chatbot service designed for UK-based landlords to offer to their tenants.

2.2 Service Scope

  • Automated triage of tenant maintenance and property queries;
  • Simple fixes and guidance for common property issues;
  • Escalation to landlords via preferred contact methods where:
    • the AI cannot provide a suitable solution;
    • there is danger or a safety concern;
    • professional attention is required; or
    • the issue is beyond the scope of automated assistance.

Tenant access is available 24/7. Landlord support is available during business hours (09:00–17:00 UK time, Monday–Friday, excluding UK bank holidays).

2.4 Important Limitations

  • AI may not always provide accurate, complete, or appropriate advice;
  • The Service is not a substitute for professional property management, maintenance services, or emergency services;
  • Tenants must call 999 in life-threatening situations;
  • For gas leaks, electrical hazards, flooding, fire risks, or structural dangers, tenants should evacuate if necessary and contact emergency services and/or relevant professionals immediately.

3. Tenant Data and Consent Requirements

Mandatory consent: Before onboarding any tenant, you must obtain explicit, informed consent for Lettie to process their personal data, contact them via WhatsApp, and store/process their communications.

Your responsibilities: You are solely responsible for obtaining valid consent, ensuring transparency, keeping records, and informing tenants of their data rights.

Roles: You are the Data Controller; we are the Data Processor and act only on your lawful instructions in accordance with applicable law.

Verification and objections: If a tenant objects or requests removal, we may investigate, suspend access, remove data if consent cannot be verified, and terminate accounts for systematic failures.

Tenant rights: Tenants may exercise their rights via our website or through you; we will respond in accordance with UK GDPR.

4. Data Protection and Privacy

Your data: We collect your name, email, phone, company (if applicable), payment info (via Stripe), preferences, property info, and tenant info you provide.

Tenant data: First name, phone number, and WhatsApp communications with the AI chatbot.

Chat logs: Stored for provision/improvement, QA/safety monitoring, compliance, dispute resolution, and AI training (with safeguards and anonymisation/pseudonymisation where appropriate).

Access: You can view chat transcripts via your dashboard.

Retention: Active accounts—retained; cancelled—retained until you delete; deleted accounts—data removed; verified deletion requests—actioned without undue delay per law.

Security: Appropriate technical and organisational measures are implemented.

Third parties: Service providers may process data (e.g., Stripe, Google Analytics, Google AI, Perplexity AI, Twilio, WhatsApp Business API, Neon, Resend, Tinybird, Crisp, Canny, Vercel, Hostinger). Providers may be updated; all under UK GDPR-compliant contracts and transfer safeguards.

Privacy Policy: See asklettie.com/privacy. The Privacy Policy forms part of these Terms.

ICO: 00012061905

Data Protection Contact: support@asklettie.com.

5. Account Registration and Security

Provide accurate information. You are responsible for credentials and activities under your account. Notify us of unauthorised use. You may grant colleagues access; you remain responsible. You must be 18+, legally entitled to manage the properties, and authorised to bind any entity you represent. Prohibited uses include sharing credentials with unauthorised parties, managing properties you do not own/manage, creating multiple accounts to circumvent limits, or using others’ accounts.

6. Subscription Plans and Pricing

Plans: Starter (up to 2 properties), Professional (up to 8), Premium (up to 24). Prices in GBP at asklettie.com/pricing, exclusive of VAT (not currently VAT-registered). Monthly in advance or annually in advance (two months equivalent discount). Payments via Stripe. Service activates on payment. You must remain within plan limits; unresolved excess may lead to suspension after reasonable contact (typically 7 days).

7. Billing and Payment Terms

Auto-renewal unless cancelled before renewal. Renewal notices per Stripe. You authorise charges for initial, renewal, and upgrades/add-ons. Failed payments may lead to suspension; you remain liable for sums due. We provide at least 7 days’ notice before price changes, effective next cycle; you may cancel before the change. Taxes may be added where applicable.

8. Plan Changes and Cancellations

Upgrades: immediate and pro-rated. Downgrades: next cycle, no refunds; ensure property count fits the new plan. Your cancellation: anytime via dashboard, effective end of current period, no refunds; data retained until you delete. Our cancellation: immediate for breach/non-payment/fraud/consent failures; 7 days’ notice if discontinuing Service. Effects include tenant chatbot access ceasing; data retained per Section 4.5; outstanding fees payable.

9. No Refunds Policy

All payments are non-refundable (including partial periods, unused properties, mid-cycle cancellations, dissatisfaction, unused features, downgrades, or other reasons). Contact support@asklettie.com for issues; we will work to resolve. We may issue discretionary refunds for extended outages caused solely by us, billing errors, or other appropriate circumstances.

10. Service Level and Availability

Target uptime 95% monthly. No guarantee of uninterrupted, error-free, or secure access. Scheduled maintenance may occur with reasonable notice. We may change features, models, algorithms, UI, or functionality. We are not liable for downtime consequences except as required by law.

11. Support Services

Email support 09:00–17:00 UK time, Monday–Friday (excluding UK bank holidays): support@asklettie.com. Scope: account/billing, technical issues, onboarding, general queries. We aim to respond within a reasonable time without guarantees. All plans receive equal support. Tenants use the chatbot and should contact their landlord otherwise.

12. Acceptable Use Policy

Use only for AI-powered maintenance support for legitimate tenants of UK properties you own/manage. Prohibited activities include illegal use; onboarding without consent; false information; sharing/transferring accounts; reverse engineering; interference; unauthorised access; malware/spam; impersonation; harassment; scraping; competing with us; reputation damage. AI may be inaccurate; do not rely exclusively on it; seek professional advice as needed. Do not misuse tenant data.

13. Intellectual Property Rights

We (and licensors) own the Service, software, code, algorithms, AI models, brand, content we create, and improvements. You receive a limited, non-exclusive, non-transferable, revocable licence to use the Service under these Terms. You may not sublicense, sell, transfer, assign, distribute, modify, copy, create derivatives, reverse engineer, or remove proprietary notices. You retain ownership of content you input; you grant us a licence to process it to provide/improve the Service (including anonymised/aggregated analytics and model improvement). We may use anonymised chat data to improve AI. We may use feedback without obligation.

14. AI Disclaimers and Limitations

AI outputs are probabilistic and may be incomplete, inaccurate, or inappropriate. No professional property management, legal, emergency, or licensed trade advice is provided. No warranty of accuracy or correct escalation. You remain responsible for maintenance decisions, prompt review of escalations, and separate emergency procedures. Tenants should call 999 in emergencies. We may improve models using interactions with personal data removed/anonymised where appropriate.

15. Limitation of Liability

Cap: Our aggregate liability is limited to fees you paid in the 12 months before the event. Exclusions: to the maximum extent permitted by law, no liability for indirect/incidental/special/consequential damages; loss of profits/revenue/data/business/rent/goodwill; property damage; injuries; delays/incorrect AI responses; substitute services; legal fees; regulatory fines; or unforeseeable losses. “As is”: Service provided without warranties. Third parties: not responsible for third-party failures/changes/breaches except where caused by our negligence. Force majeure: no liability for events beyond reasonable control. Mandatory rights: nothing excludes liability for death/personal injury due to negligence, fraud/fraudulent misrepresentation, or other non-excludable liability.

16. Indemnification

You indemnify and hold harmless QUALISYNC LIMITED (t/a Lettie), its officers, directors, employees, agents, and affiliates from claims, losses, and costs (including reasonable legal fees) arising from or related to your use/misuse; breach; legal violations; third-party rights violations (including tenant privacy); onboarding without proper consent; content you provide; property damage/personal injury from maintenance decisions; tenant disputes; failure to maintain properties/respond to escalations; lack of authority; and negligence/wilful misconduct by you or users of your account. We may assume exclusive defence; you must cooperate; no settlement without our written consent.

17. Term and Termination

Term starts on first access/use and continues until terminated. You may cancel per Section 8, cease use, and/or delete your account. We may terminate immediately for material breach, non-payment, consent failures, fraud, misuse, security/legal risk, legal requirement, or suspected criminal activity; or on 7 days’ notice if discontinuing the Service or provision becomes commercially impracticable. Effects: access ceases; fees due; tenant access ends; you must inform tenants; we may delete data per Section 4.5; survival applies. No refunds on termination. Export data you wish to retain before termination. Sections 4, 9, 13, 14, 15, 16, 18, 20, and 23 survive.

18. Confidentiality

Each party may access the other’s confidential information. Keep it confidential; use only for these Terms; do not disclose except as permitted; protect with at least the same care as your own. Exceptions: public info; prior known; independently developed; legally required disclosures (with notice where lawful). We keep tenant data confidential per UK GDPR.

19. Changes to Terms

We may modify these Terms at any time. For material changes, we will notify you in advance (by email and/or in-product) with at least 7 days’ notice and state the effective date, update the “Last Updated” date, and publish the new Terms. Continued use after the effective date constitutes acceptance; if you do not agree, cancel before the effective date (no refunds). “Material” includes pricing, liability, data processing, or core functionality; non-material clarifications/formatting may be made without advance notice.

20. Disputes and Governing Law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction. Parties will first attempt good-faith negotiation; failing that, mediation; arbitration only by mutual agreement. Minimum 30 days’ negotiation after written notice. Each party bears its own costs unless otherwise ordered or agreed. No class, consolidated, or representative actions. Either party may seek urgent injunctive or equitable relief.

21. General Provisions

  • Entire Agreement: These Terms and our Privacy Policy are the entire agreement.
  • Severability: Invalid/unenforceable provisions are modified to the minimum extent necessary; remainder remains in force.
  • Waiver: No waiver unless in writing and signed; non-enforcement is not a waiver.
  • Assignment: You may not assign without our consent; we may assign to an affiliate or in connection with corporate transactions with notice.
  • No Agency: No partnership, JV, agency, or employment is created.
  • Third-Party Beneficiaries: None, except our affiliates/licensors may enforce protections that benefit them.
  • Force Majeure: Neither party liable for failure/delay due to events beyond reasonable control.
  • Notices: We notify via your account email; you notify us at support@asklettie.com. Deemed received when sent during business hours or next business day otherwise.
  • Language: English governs; translations are for convenience only.
  • Headings: For convenience only.
  • Interpretation: “Including” means “including without limitation”; singular includes plural and vice versa; “days” are calendar days unless stated; “writing” includes email.
  • Business Days: Monday–Friday, excluding UK bank holidays.
  • Electronic Comms: You consent to receive communications electronically.

22. Contact Information

QUALISYNC LIMITED (trading as Lettie)
‍Email: support@asklettie.com
Registered Office: Unit A, 82 James Carter Road, Mildenhall, United Kingdom, IP28 7DE
Company Number: 16392735
Website: asklettie.com
Support Hours: Monday–Friday, 09:00–17:00 UK time (excluding bank holidays)

23. Insurance and Liability

23.1 Landlord Responsibility for Insurance

You remain solely responsible for maintaining appropriate insurance in relation to any property managed or referenced through the Lettie platform, including buildings, contents, and property-owners’ liability insurance. Lettie does not provide or arrange insurance of any kind and does not replace any landlord/property insurance requirement.

23.2 Nature of the Service

Lettie is a digital communication and maintenance-triage platform that assists landlords in managing tenant repair/maintenance issues. Lettie does not conduct physical inspections, perform repairs, or act as an insurer, letting agent, or contractor. Actions taken based on reports, summaries, or automated communications generated by Lettie are your sole responsibility.

23.3 Limitation of Liability (Supplement to Section 15)

To the fullest extent permitted by law, Lettie and its affiliates shall not be liable for any indirect, consequential, or incidental loss or damage (including loss of rent, profit, or reputation) arising from use of the Service, except where such loss arises directly from Lettie’s proven negligence or wilful misconduct. Nothing in these Terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot lawfully be excluded under UK law.

23.4 Contractor and Third-Party Work

Where maintenance or repair work is arranged by or through you, any contract for such work is strictly between you and the contractor. Lettie accepts no liability for the performance, timing, cost, or quality of third-party work or services arranged following a tenant report.

By using the Lettie Service, you confirm that you have read, understood, and agree to be bound by these Terms (as updated from time to time).

If you require this document in an alternative format, please contact support@asklettie.com.

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