Terms of Service

1. Introduction and Acceptance

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

By accessing, registering for, or using Lettie, users agree to be bound by these Terms. Users represent and warrant they have legal capacity to enter into the Terms. If accepting on behalf of a company or legal entity, the user warrants authorisation to bind that entity.

These Terms apply to all users 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.

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 safety concern, professional attention is required, or the issue is beyond automated assistance scope.

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).

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 is required before onboarding any tenant. Users must obtain explicit, informed consent for Lettie to process personal data, contact tenants via WhatsApp, and store/process communications.

User Responsibilities

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

Roles

Users are the Data Controller; Lettie is the Data Processor acting only on lawful instructions in accordance with applicable law.

Verification and Objections

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

Tenant Rights

Tenants may exercise rights via the Lettie website or through the user; responses will follow UK GDPR requirements.

4. Data Protection and Privacy

User Data Collected

Name, email, phone, company (if applicable), payment information (via Stripe), preferences, property information, and tenant information provided by the user.

Tenant Data Collected

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. Users can view chat transcripts via their dashboard.

Retention

• Active accounts - retained.
• Cancelled - retained until user deletion.
• 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 including Stripe, Google Analytics, Google AI, Perplexity AI, Twilio, WhatsApp Business API, Neon, Resend, Tinybird, Crisp, Canny, Vercel, and Hostinger. All operate under UK GDPR-compliant contracts and transfer safeguards.

Our full Privacy Policy forms part of these Terms. ICO Registration: 00012061905.

5. Account Registration and Security

Users must provide accurate information and remain responsible for credentials and activities under their account. Unauthorised use must be reported to Lettie immediately. Users may grant colleagues access but remain responsible for their activities.

Requirements

• Users must be 18+.
• Legally entitled to manage the properties.
• Authorised to bind any entity they represent.

Prohibited Uses

• Sharing credentials with unauthorised parties.
• Managing properties not owned/managed by the user.
• Creating multiple accounts to circumvent limits.
• Using others' accounts.

6. Subscription Plans and Pricing

Plans offered:

• Starter - up to 2 properties.
• Professional - up to 8 properties.
• Premium - up to 24 properties.

Prices are in GBP and available at asklettie.com/pricing, exclusive of VAT (not currently VAT-registered). Options include monthly in advance or annually in advance (two months equivalent discount). Payments are processed via Stripe. Service activates upon payment.

Users must remain within plan limits; unresolved excess may lead to suspension after reasonable contact (typically 7 days).

7. Billing and Payment Terms

Auto-renewal occurs unless cancelled before renewal. Renewal notices are provided per Stripe's procedures. Users authorise charges for initial subscription, renewal, and upgrades/add-ons. Failed payments may lead to suspension; users remain liable for sums due.

At least 7 days' notice is provided before price changes, effective next cycle; users may cancel before the change. Taxes may be added where applicable.

8. Plan Changes and Cancellations

• Upgrades: Immediate and pro-rated.
• Downgrades: Effective next cycle with no refunds; users must ensure property count fits the new plan.
• User cancellation: Anytime via dashboard, effective end of current period, with no refunds; data is retained until user deletion.
• Company cancellation: Immediate for breach/non-payment/fraud/consent failures; 7 days' notice if discontinuing Service. Tenant chatbot access ceases, data is retained per Section 4, and outstanding fees remain 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. Users should contact support@asklettie.com for issues; the company will work to resolve them.

Discretionary refunds may be issued for extended outages caused solely by Lettie, billing errors, or other appropriate circumstances.

10. Service Level and Availability

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

11. Support Services

Email support is available 09:00–17:00 UK time, Monday–Friday (excluding UK bank holidays) at support@asklettie.com.

Support scope includes account/billing, technical issues, onboarding, and general queries. The company aims 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 is permitted only for AI-powered maintenance support for legitimate tenants of UK properties owned/managed by the user.

Prohibited Activities

• Illegal use.
• Onboarding without consent.
• False information.
• Sharing/transferring accounts.
• Reverse engineering.
• Interference with the Service.
• Unauthorised access.
• Malware/spam.
• Impersonation.
• Harassment.
• Scraping.
• Competing with Lettie.
• Reputation damage.

AI may be inaccurate; do not rely exclusively on it; seek professional advice as needed. Users must not misuse tenant data.

13. Intellectual Property Rights

Lettie (and licensors) owns the Service, software, code, algorithms, AI models, brand, content created by Lettie, and improvements. Users receive a limited, non-exclusive, non-transferable, revocable licence to use the Service under these Terms.

User Restrictions

Users may not sublicence, sell, transfer, assign, distribute, modify, copy, create derivatives, reverse engineer, or remove proprietary notices.

User Content

Users retain ownership of content they input; they grant Lettie a licence to process it to provide/improve the Service, including anonymised/aggregated analytics and model improvement. Lettie may use anonymised chat data to improve AI. Lettie may use feedback without obligation.

14. AI Disclaimers and Limitations

AI outputs are probabilistic and may be incomplete, inaccurate, or inappropriate. The Service provides no professional property management, legal, emergency, or licensed trade advice. No warranty of accuracy or correct escalation is provided.

Users remain responsible for maintenance decisions, prompt review of escalations, and separate emergency procedures. Tenants should call 999 in emergencies. Lettie may improve models using interactions with personal data removed/anonymised where appropriate.

15. Limitation of Liability

Lettie's aggregate liability is limited to fees paid by the user in the 12 months before the event.

Exclusions

To the maximum extent permitted by law, no liability for:

• Indirect, incidental, special, or consequential damages.
• Loss of profits, revenue, data, business, rent, or goodwill.
• Property damage or injuries.
• Delays or incorrect AI responses.
• Substitute services.
• Legal fees or regulatory fines.
• Unforeseeable losses.

Service provided without warranties. Lettie is not responsible for third-party failures/changes/breaches except where caused by Lettie's negligence. No liability for force majeure events.

Nothing excludes liability for death/personal injury due to negligence, fraud/fraudulent misrepresentation, or other non-excludable liability under UK law.

16. Indemnification

Users 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: user use/misuse; breach of these Terms; legal violations; third-party rights violations (including tenant privacy); onboarding without proper consent; content provided by the user; property damage/personal injury from maintenance decisions; tenant disputes; failure to maintain properties/respond to escalations; lack of authority; and negligence/wilful misconduct by the user or users of their account.

Lettie may assume exclusive defence; the user must cooperate; no settlement is permitted without Lettie's written consent.

17. Term and Termination

The term starts on first access/use and continues until terminated. Users may cancel per Section 8, cease use, and/or delete their account.

Company Termination

Immediate termination is permitted 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.

Termination Effects

Access ceases; fees remain due; tenant access ends; users must inform tenants; Lettie may delete data per Section 4; survival provisions apply. No refunds occur on termination. Users should export data they wish to retain before termination.

Sections 4, 9, 13, 14, 15, 16, 18, 20, and 23 survive termination.

18. Confidentiality

Each party may access the other's confidential information. Parties must keep it confidential, use only for these Terms, and not disclose except as permitted. Protection must be at least the same care as the party's own information.

Exceptions: public information; prior known information; independently developed information; legally required disclosures with notice where lawful. Lettie keeps tenant data confidential per UK GDPR.

19. Changes to Terms

Lettie may modify these Terms at any time. For material changes, notice is provided in advance (by email and/or in-product) with at least 7 days' notice, stating the effective date, updating the “Last Updated” date, and publishing new Terms.

Continued use after the effective date constitutes acceptance; if users do not agree, they must cancel before the effective date with no refunds. Material changes include 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 attempt good-faith negotiation first; failing that, mediation; arbitration only by mutual agreement. Minimum 30 days' negotiation is required after written notice. Each party bears its own costs unless otherwise ordered or agreed. No class, consolidated, or representative actions are permitted. Either party may seek urgent injunctive or equitable relief.

21. General Provisions

• Entire Agreement: These Terms and Lettie's Privacy Policy comprise the entire agreement.
• Severability: Invalid/unenforceable provisions are modified to the minimum extent necessary; the remainder remains in force.
• Waiver: No waiver is valid unless in writing and signed; non-enforcement is not a waiver.
• Assignment: Users may not assign without Lettie's consent; Lettie may assign to an affiliate or in connection with corporate transactions with notice.
• No Agency: No partnership, joint venture, agency, or employment is created.
• Third-Party Beneficiaries: None exist, except Lettie's affiliates/licensors may enforce protections that benefit them.
• Force Majeure: Neither party is liable for failure/delay due to events beyond reasonable control.
• Notices: Lettie notifies via user account email; users notify Lettie at support@asklettie.com.
• Language: English governs; translations are 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 Communications: Users consent to receive communications electronically.

22. Contact Information

23. Insurance and Liability

23.1 Landlord Responsibility for Insurance

Users remain solely responsible for maintaining appropriate insurance in relation to any property managed or referenced through Lettie, 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 the user's sole responsibility.

23.3 Limitation of Liability (Supplement to Section 15)

To the fullest extent permitted by law, Lettie and its affiliates are not liable for any indirect, consequential, or incidental loss or damage (including loss of rent, profit, or reputation) arising from Service use, 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 the user, any contract for such work is strictly between the user 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.