General Terms & Conditions

Letlaunch Ltd

Company Number: 16606562

Registered in England & Wales

Last updated: 23 August 2026

1. Introduction and Acceptance of Terms

Welcome to Letlaunch Ltd (“Letlaunch”, “we”, “us”, or “our”). These Terms and Conditions (“Terms”) govern your use of our website and services. By using our website or services, you agree to be bound by these Terms. If you do not agree, you must not use our website or services (“Platform”).

Use of the Platform is governed exclusively by the laws of England and Wales. These Terms are governed by the laws of England and Wales. If you use Letlaunch in the course of a business, the courts of England and Wales will have exclusive jurisdiction over any dispute arising from these Terms or the Services. If you are a consumer, nothing in these Terms affects any mandatory rights you may have regarding jurisdiction or applicable law.

Letlaunch provides services in connection with both residential and commercial property lettings. References in these Terms to “Residential Services” mean services relating to residential property advertising, applicants and tenancy setup. References to “Commercial Services” mean services relating to commercial property advertising, commercial enquiries, commercial tenant referencing, Heads of Terms generation, physical advertising boards and any other commercial property services offered by Letlaunch from time to time.

References to a “Landlord” include a property owner or any person or organisation lawfully authorised to instruct Letlaunch in relation to a property. References to a “Tenant” or “prospective Tenant” relate primarily to residential lettings. A “Commercial Applicant” means a person, business or representative of a prospective occupier who enquires about or progresses an interest in commercial property advertised through Letlaunch.

By using the Platform, you acknowledge and undertake that:

1.1 Information Accuracy

All information you provide, including personal details, contact information, property descriptions, media, and documents, is accurate, current, and not misleading to the best of your knowledge.

1.2 Responsible Use

You will not use the Platform to:

• Upload, share, or transmit anything unlawful, harmful, defamatory, abusive, or otherwise inappropriate;
• Interfere with or disrupt access for other users;
• Impersonate another individual or entity;
• Create fabricated, duplicate, or deceptive listings or accounts;
• Engage in automated data harvesting, bulk scraping, or any similar technological extraction of information;
• Send spam, unsolicited messages, or promotional content to users; or
• Reproduce or copy material from the Letlaunch website without our express written consent.

1.3 Account Security

You are solely responsible for safeguarding your login credentials. Any action taken through your account will be deemed to have been taken by you.

2. Landlord Legal, Regulatory, and Property Obligations

2.1 Authority to Let

You confirm that you are the lawful owner of the property or have sufficient authority from the lawful owner to advertise and let the property and to instruct Letlaunch to provide the Services. You agree that advertising or letting the property does not breach any contract, mortgage condition, insurance policy, lease, superior lease, title restriction or other legal or contractual restriction affecting the property.

Where you act on behalf of a company, partnership, trust, property owner or other organisation, you confirm that you have authority to bind or act on behalf of that party for the purposes of instructing Letlaunch.

2.2 Licensing, Registration, and Local Requirements

You agree that:

• You will comply with all licensing regimes applicable to the property (including, where relevant, Houses in Multiple Occupation (HMO) licensing and selective licensing schemes).
• Where the law requires a landlord registration or licence number to be included in an advertisement or tenancy document, you will supply an accurate and valid number.
• You will remain compliant with registration requirements in England

2.3 Safety, Condition, and Compliance Standards

This Section 2.3 applies to Residential Services. You agree that the property you list through Letlaunch will meet all mandatory safety standards for residential lettings, including but not limited to:

• Gas Safety: If your property has any form of gas within, a valid Gas Safety Record must be in place and maintained throughout any tenancy created or facilitated via the Letlaunch Platform.
• Electrical Safety: Compliance with relevant electrical safety regulations for rented homes, including periodic inspections where required.
• Energy Performance Certificates (EPCs): A valid EPC will be provided, and the property will not be advertised or let in contravention of EPC requirements.
• Smoke and Carbon Monoxide Alarms: The property will satisfy all obligations under relevant national safety regulations.
• Fitness for Human Habitation: The property must meet legal standards for habitability and be maintained accordingly.
• Fixtures, fittings, and appliances provided with the property are safe, functional, and compliant.
• All photographs, videos, descriptions, and documentation you upload are accurate and lawfully usable.

2.4 Commercial Property Compliance

Where you use Commercial Services, you remain responsible for ensuring that the commercial property may lawfully be advertised and let for the proposed purpose and complies with all legal and regulatory requirements applicable to it.

This may include, where applicable, requirements relating to Energy Performance Certificates (EPCs), Minimum Energy Efficiency Standards (MEES), planning and permitted use, fire and building safety, accessibility, asbestos management and any licences, consents or permissions required for the proposed letting or occupation.

Where a non-domestic property is subject to the Minimum Energy Efficiency Standards, you must ensure that it satisfies the minimum energy-efficiency requirement applicable at the relevant time or that a valid exemption has been registered.

Letlaunch does not determine whether a property is legally suitable for a particular commercial use and does not provide planning, surveying, environmental or legal advice.

2.5 Residency Requirements

Where required by law, including obligations under the Landlord and Tenant Act 1987 and any rules governing receipt of rent, tenancy deposits, or insurance-backed services, you acknowledge that:

• You meet any residency requirements necessary to use Letlaunch services; and
• Where a Letlaunch service requires the landlord to be a UK resident, you will only use such services if you are eligible.

2.6 Identity, Anti-Money Laundering and Sanctions Checks

Letlaunch may require Landlords, Commercial Applicants, prospective Tenants, beneficial owners, directors or other relevant persons to provide identification, ownership, authority or other information where reasonably required for identity verification, fraud prevention, financial sanctions compliance, anti-money laundering compliance or other legal or regulatory obligations.

You agree to provide information and documentation reasonably requested for these purposes. Letlaunch may delay, suspend or refuse a Service where required information is not provided or where Letlaunch reasonably considers that continuing would expose it to legal, regulatory, fraud or sanctions risk.

Where a letting falls within the scope of applicable anti-money laundering legislation, Letlaunch may carry out customer due diligence and other checks required by law.

2.7 Full Responsibility for Legal Compliance

Using Letlaunch does not transfer any legal responsibilities to Letlaunch Ltd.

You acknowledge that:

• It is solely your duty to ensure the property, tenancy, documentation, and your conduct comply with all applicable laws and regulations.
• Letlaunch offers tools and a platform but does not monitor or guarantee your compliance.
• You are fully liable for any breach of statutory or regulatory requirements arising from your listing or tenancy.

3. Information Quality, Platform Risks, and User Responsibility

3.1 Nature of the Letlaunch Platform

Letlaunch provides a digital environment that enables Landlords, prospective residential Tenants and Commercial Applicants to connect, advertise properties and progress aspects of residential or commercial lettings. The Platform is designed to streamline communication and reduce administrative burden, but Letlaunch does not control, verify, or guarantee the information supplied by users.

All property descriptions, photographs, claims, statements, and communications are the sole responsibility of the user who uploads or shares them.

3.2 No Guarantee of Accuracy

While Letlaunch takes reasonable steps to maintain a trustworthy environment, you acknowledge that:

• Listings and user profiles may contain inaccuracies, errors, omissions, or outdated information.
• Letlaunch does not verify ownership, property condition, or any legal compliance by any user.
• The Platform’s tools, recommendations, or automated features do not constitute legal, financial, or professional advice.

You must independently verify all details and satisfy yourself as to the accuracy of any information before entering into any agreement, making payments, or receiving any payments from a tenant.

3.3 Content for Information Purposes Only

Any material provided on the Letlaunch website, including guides, blog articles, help content, or communication from Letlaunch support, is intended purely for general information and should not be interpreted as legal advice, financial advice, or a substitute for independent professional consultation.

3.4 No Liability for User-Generated Issues

Letlaunch has no control over:

• The conduct of users;
• The condition or availability of any property;
• The outcome of any residential tenancy, commercial letting or property negotiation;
• Events occurring at a listed property; or
• Disputes arising between Landlords, Tenants, Commercial Applicants, prospective occupiers or other parties to a property transaction.

You agree that Letlaunch accepts no liability for any issues, losses, or disputes arising from user-supplied content, interactions between users, or any tenancy or property-related matters outside Letlaunch’s direct control.

3.5 Platform Interruptions and Technical Limitations

Although Letlaunch aims to provide uninterrupted access to the Platform, you acknowledge that:

• Access may be temporarily suspended or limited due to maintenance, updates, system failures, or events outside our control;
• Letlaunch is not liable for any loss arising from downtime, technical issues, delays, or errors in transmission.

4. Advertising Properties on Letlaunch

4.1 Eligibility to Advertise

You confirm you are the lawful landlord of the property, or you have been expressly authorised by the lawful landlord to list the property on their behalf. Letlaunch may request evidence of your authority to list the property at any time.

If you advertise without appropriate authority, you agree that you may be liable for any resulting loss or claims and that Letlaunch may take any measures it considers appropriate, including suspending your account or removing your listings.

4.2 Advertising Fees, Duration, and Cancellation

The price, duration and features of each advertising package are those stated on the Letlaunch website or at checkout when the order is placed. Unless otherwise stated, fees apply separately to each property advertised.

Residential advertising will remain active for the period stated in the Residential package purchased, subject to these Terms, the property remaining available and any applicable third-party advertising platform requirements.

The standard Commercial Advertising package provides up to six months of advertising from the date the commercial listing first becomes live, unless the property is let, withdrawn, removed in accordance with these Terms or the advertising service otherwise ends earlier at the Landlord's request.

Where you purchase Services as a consumer and applicable consumer law gives you a statutory cancellation right, nothing in these Terms removes or limits that right. Where you expressly request that Letlaunch begins providing a Service during a statutory cancellation period, your cancellation rights and any amount payable following cancellation will be determined in accordance with applicable consumer law.

Where you purchase Services wholly or mainly for business purposes, consumer cancellation rights may not apply.

Any additional refund or guarantee offered by Letlaunch is subject to the specific terms of that guarantee set out below or displayed at the time of purchase.

4.3 30-Day Commercial Applicant Guarantee

Where the Commercial Advertising package is sold with a 30-Day Applicant Guarantee, Letlaunch guarantees that at least one Qualifying Commercial Applicant will be generated within 30 days of the commercial property first becoming live through the advertising service.

For the purposes of this guarantee, a “Qualifying Commercial Applicant” means a genuine prospective occupier or representative of a prospective occupier who submits an enquiry relating to the advertised property and provides sufficient contact information for the enquiry to be reasonably progressed. Duplicate enquiries, obvious spam, fraudulent enquiries, test enquiries and enquiries from persons already introduced to the Landlord before the advertising period began will not count as Qualifying Commercial Applicants.

The guarantee relates only to the receipt of a Qualifying Commercial Applicant. It does not guarantee that an applicant will attend a viewing, make an offer, pass referencing, agree Heads of Terms, enter into a lease or otherwise be acceptable to the Landlord.

If no Qualifying Commercial Applicant is received during the 30-day guarantee period, Letlaunch will refund the base Commercial Advertising fee paid for that property. Fees paid for optional services or add-ons are not included in the guarantee unless expressly stated otherwise.

The guarantee applies only where the property remains genuinely available throughout the 30-day period and the Landlord has provided all information, documentation and instructions reasonably required to advertise the property. The guarantee will not apply where the listing is withdrawn, the property is let or becomes unavailable, or advertising is materially prevented or delayed by the Landlord during that period.

4.4 Accuracy and Integrity of Advert Content

When publishing an advert, you agree that all information, including images, descriptions, rental or occupational terms, prices, availability and other property information, will be:

• Accurate, current, and not misleading;
• Representative of the property’s true condition; and
• Free from omissions that may reasonably confuse or mislead prospective tenants.

For commercial property, you must accurately disclose information that you choose or are required to advertise relating to rent, VAT, service charges, business rates, property size, permitted or proposed use, lease terms and other material occupational costs or terms. You must not knowingly provide information that is inaccurate, incomplete or misleading.

Where residential rental-bidding restrictions apply, you must advertise a specific asking rent and must not ask for, encourage or accept an offer above the advertised rent.

You must not:

• Create multiple listings for the same dwelling or room;
• Create “placeholder”, speculative, or non-genuine listings; or
• Reuse outdated photos or misleading angles that misrepresent size, condition, or furnishings.

Letlaunch accepts no responsibility for user-generated content and does not verify the accuracy of adverts.

4.5 Intellectual Property, Privacy, and Permissions

You confirm:

• You have full rights and lawful permission to use the materials you submit;
• No copyright, privacy, or data protection rules are breached;
• Any individuals identifiable in photographs or videos have consented to their appearance.

You grant Letlaunch a non-exclusive, royalty-free licence for the duration reasonably necessary to provide the Services to reproduce, edit, resize, format, display, distribute and otherwise use the property content you supply for the purpose of advertising the property and delivering the Services. This includes permission for Letlaunch to provide or sub-license that content to third-party property portals, advertising platforms and service providers where necessary to publish or promote the property.

Letlaunch may edit or remove content where necessary for legal compliance, user experience, or platform standards.

4.6 Non-Discrimination

You must ensure that no listing or communication posted through Letlaunch discriminates against individuals on the basis of protected characteristics under the Equality Act 2010.

Letlaunch reserves the right to remove or amend any advert it reasonably believes may breach equality legislation.

4.7 Fair Use and Platform Integrity

To protect the quality of the Platform and ensure fairness for all users, Letlaunch may request proof of ownership, EPC documentation, licensing evidence, or other compliance records and may suspend or remove listings where such evidence is not provided.

You agree not to hold Letlaunch responsible for any loss arising from any action taken in line with these policies.

4.8 Third-Party Property Advertising Platforms

Letlaunch may distribute residential and commercial property advertisements to third-party property portals and advertising platforms included within the relevant package. The platforms included in a package will be those stated by Letlaunch at the time of purchase.

Third-party platforms operate their own systems, editorial standards, eligibility criteria and availability. Letlaunch cannot guarantee a particular search position, ranking, number of views or number of enquiries from any individual platform.

Letlaunch may make reasonable formatting or editorial changes required for a listing to comply with the technical or content requirements of a third-party platform, provided those changes do not materially misrepresent the property.

4.9 Physical Advertising Boards

Where a Landlord purchases a physical advertising board, Letlaunch may use a third-party supplier or installer to manufacture, deliver, install, maintain or remove the board.

The Landlord confirms that they have the authority and any permission required for a board to be displayed at the property. The Landlord is responsible for informing Letlaunch of any title restrictions, superior landlord requirements, planning restrictions, local authority restrictions or other circumstances that may prevent or restrict installation.

Installation remains subject to safe and reasonable access to the property and compliance with applicable law. Letlaunch or its contractor may refuse or alter an installation where reasonably necessary for safety or legal compliance.

Where a board has been installed, the Landlord must tell Letlaunch promptly when the property is let or the board is otherwise required to be removed.

5. Residential and Commercial Referencing, Verification, and Third-Party Services

5.1 Referencing Services

Letlaunch may offer Residential or Commercial referencing and verification services through the Platform. Referencing is intended to provide information to assist a Landlord in assessing a prospective Tenant, Commercial Applicant, business occupier or guarantor and does not replace the Landlord's own enquiries or due diligence.

You acknowledge that:

• Letlaunch cannot guarantee the accuracy, completeness, or reliability of information supplied during the referencing process.
• Any recommendations or outcomes produced by a referencing provider are advisory only and do not constitute approval, endorsement, or a suitability assessment by Letlaunch.
• Commercial referencing may include information relating to a company, business, sole trader, director or guarantor and may draw upon company, credit, insolvency, identity, financial or other relevant information available through third-party providers.
• A satisfactory referencing result does not guarantee future rent payment, financial performance, covenant strength, suitability, solvency or compliance with the terms of any tenancy or lease. The final decision whether to proceed remains entirely with the Landlord.

Letlaunch does not accept liability for decisions you make based on referencing results or tenant-supplied materials.

5.2 Residential Right to Rent and Statutory Checks

This Section 5.2 applies only where Right to Rent requirements are applicable to the proposed residential tenancy. Regardless of any service provided through Letlaunch, landlords must personally comply with all UK Right to Rent obligations. Failure to complete these checks correctly is solely the responsibility of the landlord.

Letlaunch accepts no liability for fines, penalties, or losses arising from non-compliance with immigration or identity verification laws.

5.3 Completion of Work Ordered Through Letlaunch

Where a service is ordered:

• Letlaunch will take reasonable steps to ensure third-party providers complete the work in a timely and professional manner;
• Letlaunch does not guarantee that the work will be completed by a specific date, including where statutory or tenancy deadlines apply;
• Letlaunch is not liable for any loss resulting from late provision, incomplete provision, or non-provision of services carried out by subcontractors.

5.4 Commission, Referral, or Financial Benefit

Letlaunch may offer optional services from third-party providers for which Letlaunch receives commission, referral fees, or other financial incentives.

Where this is the case:

• The service remains entirely optional;
• Letlaunch does not require landlords or tenants to use any particular provider;
• Any commercial relationship between Letlaunch and a provider does not affect your statutory rights; and
• Letlaunch does not guarantee the quality, suitability, or outcome of third-party services.

6. Fees, Payments, Residential Tenant Charges, and Commercial Costs

Sections 6.1 to 6.5 below concern restrictions applicable to relevant residential tenancies in England. They do not govern the commercial terms, rent, service charges or other payments that may lawfully be agreed between the parties to a commercial lease.

6.1 Compliance With Tenant Fee Legislation

You agree that you will not demand, request, or accept from any tenant or prospective tenant:

• Unlawful administration or application fees;
• Charges for viewings, referencing, or tenancy set-up;
• Holding deposits exceeding statutory limits;
• Multiple holding deposits for the same property at the same time;
• “Default fees” except where expressly permitted by law; or
• Tenancy deposits that exceed legal caps.

Letlaunch may amend or remove adverts that appear to breach these rules.

6.2 Holding Deposits

If you accept a holding deposit (whether directly or through Letlaunch), you acknowledge that:

• Holding deposits must not exceed one week’s rent;
• You must handle, return, or apply the deposit in strict accordance with the law;
• You must not take a second holding deposit while a previous one remains active or unresolved.

If you breach holding deposit legislation, Letlaunch may suspend or remove your adverts and, where necessary, cooperate with enforcement bodies.

6.3 Tenancy Deposits

Where a tenancy deposit is accepted:

• You must comply with the requirements of the applicable tenancy deposit protection legislation;
• You must not collect amounts beyond the statutory maximum; and
• You remain responsible for ensuring all deposit obligations are fulfilled.

Letlaunch accepts no responsibility for your compliance with deposit protection laws.

6.4 Accuracy of Advertised Fees

To ensure clarity and fairness across the Platform, Letlaunch may update, edit, or request changes to adverts that contain:

• Unclear or ambiguous fee descriptions;
• Charges that conflict with local or national legislation; or
• Misleading or incomplete representations of move-in costs.

Where Letlaunch reasonably believes an advert is non-compliant, we may notify you, amend the listing, or remove it entirely.

6.5 Consequences of Non-Compliance

Where a landlord breaches the obligations in this section, Letlaunch reserves the right to:

• Suspend or close the landlord’s account;
• Remove or pause affected listings; or
• Provide supporting evidence to authorities where legally required.

You agree that Letlaunch will not be liable for any loss arising from actions taken in line with this enforcement policy.

6.6 Commercial Property Charges

The Landlord is responsible for ensuring that information supplied about commercial rent and other occupational costs is accurate. This may include, where applicable, VAT, service charge, insurance contributions, business rates and any other amounts payable by a prospective occupier.

Letlaunch does not determine whether particular commercial charges are recoverable or appropriate and does not advise either party on the financial or legal terms of a proposed lease. The parties should obtain independent professional advice where required.

7. Fair Use of the Letlaunch Platform

7.1 Purpose of the Fair Use Policy

Letlaunch operates a platform intended for genuine landlords and tenants. To maintain a trustworthy, safe, and efficient environment, Letlaunch enforces fair-use standards that protect all users from misuse, abuse, or activity that undermines platform integrity.

This policy applies to all users and all listings created on the Platform.

7.2 Misuse of Listings

To ensure the accuracy and reliability of property listings, Letlaunch may remove, restrict, or suspend access to listings that appear to:

• Generate excessively abnormal or suspicious enquiry volumes;
• Attract repeated enquiries without reasonable landlord responsiveness;
• Give the impression that the property is no longer available;
• Include conflicting, misleading, or incomplete information; or
• Be used for data harvesting, spam, or non-genuine activity.

7.3 Limits on User Activity

To maintain platform security and quality, Letlaunch may impose limitations including:

• Restrictions on the number of properties a user may list at once;
• Limits on enquiry volumes or contact attempts;
• Required verification steps before listings can remain active;
• Asking landlords to provide evidence of ownership, EPC certificates, or other compliance documents.

If such information is not provided upon request, Letlaunch may suspend or remove relevant listings.

7.4 Listing Duration and Availability Checks

Listings may remain active for the duration included in the package purchased, subject to these Terms and the property continuing to be genuinely available.

Letlaunch may periodically contact the Landlord to confirm that a property remains available and that the advertised information remains accurate.

Letlaunch may pause or remove a listing where:

• The property has been let or withdrawn;
• The Landlord confirms that it is no longer available;
• The Landlord does not respond to reasonable requests to confirm continued availability;
• The listing has become materially inaccurate or misleading;
• Continued publication would breach these Terms, applicable law or a third-party portal's requirements; or
• The relevant advertising period has expired.

A Commercial Advertising listing will normally expire at the end of its six-month advertising period unless it has ended earlier in accordance with these Terms or the Landlord purchases or agrees a further advertising period.

7.5 Breaches of Fair Use

If Letlaunch reasonably determines that a user has engaged in material misuse of the Platform, it may take any necessary action, including:

• Issuing warnings;
• Limiting platform access;
• Suspending or terminating accounts;
• Removing or editing listings;
• Permanently restricting use of certain features.

Such decisions are taken at Letlaunch’s discretion to protect both users and the Platform.

8. Customer Support, Communication, and Complaints Handling

8.1 General Support Standards

Letlaunch aims to provide clear and timely support to users of the Platform. While response times may vary depending on demand, Letlaunch will make reasonable efforts to respond to written support requests within standard business hours and typically within the same working day.

This service standard applies exclusively to communication with Letlaunch’s support team. Communications with third parties, including subcontractors, other landlords, tenants, or external service providers, are outside Letlaunch’s control and may follow their own timelines.

8.2 Telephone Communications

Where Letlaunch records telephone calls for training, quality assurance, security or monitoring purposes, callers will be informed where required. Personal data arising from telephone recordings will be processed in accordance with the Letlaunch Privacy Policy and applicable data-protection law.

8.3 Escalation of Issues

If you have attempted to resolve an issue with the support team but remain dissatisfied, you may request that your concern be reviewed as a formal complaint.

To initiate a complaint, you must:

• Contact Letlaunch in writing; and
• Clearly state that you wish to make a formal complaint.

Letlaunch will acknowledge written complaints within five working days and arrange for review by a senior member of staff.

8.4 Complaint Investigation and Resolution

Where the complaint falls within the scope of The Property Ombudsman scheme and Letlaunch's applicable membership, and you remain dissatisfied after completing Letlaunch's internal complaints procedure, you may be entitled to refer the complaint to The Property Ombudsman (TPO).

The Property Ombudsman (TPO), Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP

Telephone: 01722 333 306

Email: admin@tpos.co.uk

TPO requires complaints to be processed through Letlaunch’s internal complaints procedure before they are eligible for external review. Complaints must normally be referred to TPO within 12 months of Letlaunch issuing its final formal response.

9. Residential Offers, Holding Deposits, and the Letlaunch Application Process

This Section 9 applies to the Residential Application Process only. Commercial enquiries, offers, negotiations and proposed lettings do not use the residential holding-deposit process unless Letlaunch expressly states otherwise.

Letlaunch provides tools that allow tenants to begin an application for a property (“the Application Process”). This will include paying a holding deposit and submitting an offer to rent. The objective is to streamline communication while giving landlords control over next steps.

You acknowledge the following terms apply whenever a tenant initiates an application through Letlaunch.

9.1 Initiating an Application

Letlaunch immediately notifies the landlord once an application begins.

The landlord has full discretion to:

• Accept the application and progress to the next stage;
• Request referencing, further checks, or clarification;
• Decline the application for any lawful reason.

9.2 Landlord Response Window

If a landlord fails to act on the application within the designated timeframe, the holding deposit will be returned to the tenant.

Letlaunch may resume marketing the property if progress stalls or if the tenant appears to have withdrawn.

9.3 Effect of Proceeding With an Application

At the referencing stage, recommendations are non-binding and for information only.

9.4 Tenant Obligations When Making an Application

By initiating the Application Process, the tenant agrees that:

• The intended tenancy start date provided is accurate unless later varied in writing;
• Where holding deposits are lawful, the deposit will be applied to the first rental payment if a tenancy is completed;
• The property is accepted “as seen” unless otherwise agreed with the landlord;
• Where Full Tenancy Setup is being used, the parties may use the residential tenancy agreement made available through Letlaunch, incorporating the property and tenancy information supplied through the Platform and any permitted amendments agreed between the parties; and
• Statutory notices or required documents may be provided electronically.

9.5 Returning or Retaining Holding Deposits

A holding deposit will be returned to the tenant unless the landlord makes a claim though the Letlaunch platform. Letlaunch will reasonably determine whether a claim can be made in accordance the Tenant Fees Act 2019. Claims made outside of Letlaunch’s platform are not processed.

Where Letlaunch determines that a holding deposit is forfeited, the funds may be transferred to the landlord as compensation.

Letlaunch’s decision on such transfers is final.

9.6 Landlord Obligations When Receiving Forfeited Funds

If Letlaunch pays a forfeited holding deposit to a landlord, the landlord must agree that:

• If a court, enforcement authority, deposit scheme, or bank reversal requires repayment, the landlord will refund Letlaunch /the applicant in full; and
• The landlord indemnifies Letlaunch for any related loss, claim, or legal cost.

9.7 Restrictions on Using the Application Process

The Application Process must not be used if:

• The tenant has already paid a holding deposit directly to the landlord;
• The landlord is aware that a previous holding deposit has not yet been returned; and
• The landlord or tenant attempts to circumvent holding deposit rules.

In such cases, Letlaunch may decide at its discretion whether any funds held should be returned or redirected.

9.8 Tenant Data Sharing for Move-In Assistance

Letlaunch may offer tenants optional move-in assistance services (such as utility set up), delivered by approved partners. Unless the tenant opts out, Letlaunch may share relevant contact details with these providers solely to deliver the service.

More detail is available in Letlaunch’s Privacy Policy.

10. Residential Tenancy Agreements and Commercial Heads of Terms

Sections 10.1 to 10.4 apply to residential tenancy documentation provided through Letlaunch.

10.1 Subject to Contract Principle

Letlaunch merely supplies the tools to support the digital completion of the tenancy documentation and does not become a party to any tenancy agreement.

10.2 Digital Signing and Document Handling

To finalise a tenancy using Letlaunch’s Platform:

• All tenancy documents must be signed electronically using the Platform’s digital signing tools;
• The version of the tenancy agreement available through Letlaunch’s system at the time of signing will form the legally binding contract, unless the landlord and tenant have jointly agreed custom modifications in writing prior to signature;
• Letlaunch’s involvement is limited to providing secure document handling and does not constitute legal review or advice.

Letlaunch disclaims any representations regarding the content, legal effect, suitability, or enforceability of the documents created or signed using the system.

10.3 Responsibility for Reviewing Agreements

You acknowledge that:

• You (whether landlord or tenant) are solely responsible for reviewing the tenancy agreement and ensuring it reflects the intended terms;
• You must verify the identity and authority of all individuals signing the agreement; and
• You must assess your own risks associated with the transaction.

You also acknowledge that Letlaunch:

• Does not act as an agent for either party;
• Has no interest in the tenancy;
• Does not guarantee that the agreement meets statutory requirements for your particular circumstances; and
• Is not responsible for negotiations or any issues arising from incorrect or omitted information.

10.4 User Acknowledgement

By using the digital contract tools offered by Letlaunch, you agree and acknowledge that:

• You enter into all agreements at your own risk;
• You will obtain your own legal, financial, or professional advice where appropriate; and
• Letlaunch has no liability for the terms you agree to, the conduct of the parties, or the outcome of the tenancy.

10.5 Commercial Heads of Terms

Where a Heads of Terms generation service is purchased, Letlaunch provides a technology tool that produces a document using information and instructions supplied by the User.

Unless expressly stated otherwise in the document, Heads of Terms produced through Letlaunch are intended to be “subject to contract” and to record the principal terms proposed between the parties. They are not a commercial lease and do not themselves replace the need for appropriate legal documentation.

Letlaunch does not negotiate commercial lease terms on behalf of either party and does not provide legal, tax, valuation, surveying or financial advice.

The Landlord and prospective occupier are responsible for checking that all information and proposed terms are correct and appropriate before using or relying upon the document. Both parties should obtain independent legal advice before entering into a binding lease or other occupational agreement.

Letlaunch does not guarantee that Heads of Terms will result in a completed lease or that every provision will be legally non-binding in every circumstance. Users should obtain legal advice where the legal effect of any proposed term is important.

11. Tenancy Deposits

This Section applies to residential tenancy deposits handled through Letlaunch and does not apply to commercial rent deposits, security deposits or other sums payable under a commercial lease unless Letlaunch expressly agrees otherwise in writing.

Letlaunch may provide tools for collecting, registering, and managing tenancy deposits (“the Deposit”) for agreements completed through the Platform. Where Letlaunch handles the Deposit, the terms below apply in addition to any obligations imposed by the relevant government-approved deposit protection scheme.

11.1 Collection and Protection of Deposits

Where a tenancy is created using Letlaunch’s digital process:

• Letlaunch will collect the Deposit from the tenant;
• The Deposit will be registered with a government-approved deposit protection provider partnered with Letlaunch;
• The Deposit will be held and administered according to the rules of the applicable scheme.

Letlaunch will provide both parties with the required scheme documentation once registration is complete.

12. First Payment of Rent Handling

This Section applies to residential rent handling services. Unless expressly agreed otherwise, Letlaunch Commercial does not collect or hold commercial rent, rent deposits, service charges or other payments due under a commercial lease.

Letlaunch provides tools to collect the first instalment of rent. These services are intended to support the tenancy process but do not alter the legal responsibilities of either party. Before Letlaunch can release rent funds, the landlord must provide valid UK bank details through the Letlaunch portal.

13. Treatment of Personal Data

Letlaunch processes personal data in accordance with applicable UK data-protection laws, including the UK GDPR and the Data Protection Act 2018. This section explains how responsibilities are allocated when personal data is shared between Letlaunch and Platform users.

13.1 Letlaunch as a Data Controller

Letlaunch processes personal data in different capacities depending on the particular processing activity. Letlaunch acts as a controller where it determines why and how personal data is processed, including where necessary to operate the Platform, administer accounts, provide its own services, maintain security or comply with legal obligations.

Where Letlaunch processes personal data solely on the documented instructions of another controller, Letlaunch may act as a processor for that particular processing activity. Further information is provided in the Letlaunch Privacy Policy.

13.2 Transfer of Data to Landlords and Tenants

Letlaunch may disclose relevant personal data to Landlords, residential applicants, Tenants, Guarantors, Commercial Applicants or service providers where reasonably necessary to facilitate property enquiries, applications, referencing, tenancy setup, commercial letting discussions, Heads of Terms, compliance processes or other Services requested through Letlaunch.

A recipient who determines their own purposes and means for using personal data received through Letlaunch may become a separate controller in respect of their subsequent processing of that information.

13.3 User Responsibilities as Independent Controllers

Where you receive personal data from Letlaunch (as a landlord, tenant, guarantor, or applicant), you agree that:

• You will process that data only where you have a lawful basis to do so;
• You will comply fully with all applicable data-protection legislation;
• You will not misuse, resell, unlawfully store, or improperly share personal data obtained through the Platform; and
• You will delete or securely store data when no longer required for lawful purposes.

Letlaunch is not responsible for your handling, storage, or use of any personal data once it has been transferred to you.

13.4 Data Minimisation and Appropriate Use

Users must only access, store, or retain personal data obtained via Letlaunch where it is:

• Relevant;
• Necessary for the relevant property enquiry, residential tenancy, commercial letting or requested Service;
• Used fairly and transparently; and
• Handled in accordance with legal obligations.

You agree not to use personal data obtained through Letlaunch for unsolicited marketing, resale, unrelated services or any purpose unrelated to the property enquiry, residential tenancy, commercial letting or other lawful purpose for which the data was provided.

13.5 Privacy Policy

By using the Platform, you acknowledge that you have read and understood the Privacy Policy and agree to Letlaunch’s use of your data as described.

14. Residential and Commercial Property Compliance in England

Letlaunch currently provides its property letting Services in England. Legal requirements differ significantly between residential and commercial property and Users remain responsible for understanding and complying with the laws applicable to their property and proposed transaction.

14.1 Core Statutory Obligations in England

When advertising or letting a property through Letlaunch, you agree that your property and practices comply with all relevant legislation in England, including but not limited to:

• Landlord and Tenant Act 1985
• Housing Act 1988
• Housing Act 2004
• Gas Safety (Installation and Use) Regulations 1988
• Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020
• Smoke and Carbon Monoxide Alarm (England) Regulations 2015 and 2022 amendments
• Homes (Fitness for Human Habitation) Act 2018
• Tenant Fees Act 2019
• Energy Performance of Buildings (England and Wales) Regulations 2012 (EPC requirements)
• Right to Rent legislation under the Immigration Act 2014
• Renters' Rights Act 2025 and any regulations or provisions in force from time to time

This list is not exhaustive, and landlords remain responsible for monitoring legal developments and ensuring ongoing compliance.

14.2 Licensing and Local Authority Requirements

Depending on the property type and local authority rules, you may also be required to:

• Obtain a licence for a House in Multiple Occupation (HMO);
• Comply with local selective licensing schemes; and/or
• Meet local housing enforcement standards, inspections, or improvement notices.

Letlaunch does not verify licence status and will not be liable for any breach.

14.3 Safety and Habitability Standards

You agree that your property meets all legally mandated health and safety standards in England, including:

• Valid annual Gas Safety Certificate;
• Compliant Electrical Installation Condition Report (EICR);
• Functioning smoke alarms on each storey;
• Functioning carbon monoxide alarms in rooms with fixed combustion appliances;
• Compliance with the Fitness for Human Habitation standards, covering damp, ventilation, heating, structural safety, sanitation, and more;
• Furniture and appliances are safe and in working order; and
• Any provided furnishings comply with fire-safety regulations.

14.4 Advertising Requirements Specific to England

When advertising a property located in England, you must ensure that:

• All claims in the advert comply with consumer-protection law; and
• Rental terms comply with the Tenant Fees Act 2019 restrictions.

Letlaunch may update or remove adverts that appear inconsistent with English letting legislation.

14.5 Landlord Responsibility

• You understand the legal framework governing lettings in England;
• You take full responsibility for ensuring your property and practices comply;
• You will seek independent legal advice where necessary.

14.6 Commercial Property

Where Commercial Services are used, the Landlord remains responsible for compliance with all requirements applicable to the property, proposed use and commercial letting. Depending on the property and circumstances this may include requirements relating to:

• Energy Performance Certificates and Minimum Energy Efficiency Standards;
• Planning permission, lawful use and any use restrictions;
• Superior landlord, mortgagee or other third-party consent;
• Building, fire, health and safety and accessibility requirements;
• Asbestos and other property-specific regulatory obligations;
• Licences, consents or permissions applicable to the proposed occupier or use; and
• The accuracy of information provided regarding rent, VAT, business rates, service charges and other occupational costs.

Letlaunch does not certify that a property is legally compliant or suitable for a proposed use and does not provide legal, planning, surveying, environmental or tax advice.

15. Legal Disclaimers and Limitation of Liability

Letlaunch provides limited-scope digital property advertising and letting facilitation services. The precise scope of Letlaunch's role depends on the Service purchased. Unless expressly agreed otherwise, Letlaunch does not provide ongoing property management, legal representation, surveying, valuation or financial advice and does not have authority to bind a Landlord, Tenant or Commercial Applicant to a tenancy, lease or other property agreement.

15.1 No Liability for User Conduct or Content

Letlaunch is not responsible for:

• The accuracy, reliability, or completeness of information supplied by users;
• The conduct, honesty, capability, or suitability of landlords, tenants, guarantors, or contractors;
• Property conditions, safety, legality, or compliance; or
• Any contracts, agreements, disputes, promises, or representations made between users.

Users act at their own risk and must independently verify information before relying on it.

Letlaunch does not mediate or resolve disputes between parties except where required by law or expressly stated in these Terms.

15.2 Service Availability and Technical Limitations

Letlaunch does not guarantee that the Platform will always operate uninterrupted or error-free. You acknowledge that:

• Temporary downtime or disruption may occur;
• Functionality may be limited by maintenance, updates, third-party failures, or factors outside Letlaunch’s control; and
• Data transmission may be subject to delays, corruption, or loss.

Letlaunch is not liable for losses arising from any interruption, delay, or technical issue.

15.3 Limitation of Liability

Nothing in these Terms excludes or limits any liability which cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any statutory rights or remedies that cannot lawfully be restricted. If you are a consumer, your statutory consumer rights are not affected by these Terms.

To the fullest extent permitted by law, Letlaunch (including its directors, employees, subcontractors, and affiliates) shall not be liable for:

• Loss of profits, revenue, or business opportunities;
• Loss of data, goodwill, or reputation;
• Indirect, incidental, special, exemplary, or consequential damages;
• Losses arising from reliance on user-generated content;
• Losses connected to the behaviour, negligence, or breach of another user;
• Any damage or issues relating to properties, tenancies, or third-party services.

This applies even where Letlaunch has been advised of the possibility of such losses.

15.4 Severability

If any clause or part of a clause is found invalid, unlawful, or unenforceable:

• Only that specific part will be removed or modified as required;
• The remainder of these Terms will continue in full force.

15.5 External Links and Third-Party Content

Where the Platform contains links to external websites or services:

• These links are provided for convenience only;
• Letlaunch does not endorse, control, or guarantee any third-party content; and
• Letlaunch is not liable for any loss arising from your use of such services or websites.

16. Memberships, Insurance, and Regulatory Status

Letlaunch operates as a digital residential and commercial property advertising and letting facilitation platform. This section explains the professional memberships, regulatory standards and financial-protection arrangements applicable to the Services provided.

16.1 Ombudsman Membership

Letlaunch is a member of The Property Ombudsman. Where a Service or complaint falls within the scope of Letlaunch's applicable TPO membership and Code of Practice, eligible Users may have access to TPO's independent dispute-resolution process after completing Letlaunch's internal complaints procedure.

A copy of the relevant Code of Practice can be provided electronically upon request.

16.2 Professional Indemnity Insurance

Letlaunch maintains Professional Indemnity Insurance appropriate to the nature of the services it provides. This insurance protects against claims arising from professional errors within the scope of services Letlaunch directly supplies.

This does not cover issues arising from:

• Landlord or tenant behaviour;
• Properties listed on the Platform;
• Third-party contractors; or
• User-generated content.

16.3 Client Money Protection (CMP)

Where Letlaunch handles client funds, such as holding deposits, tenancy deposits, or initial rent payments, these funds are protected through a recognised Client Money Protection scheme. Letlaunch’s registration is via Money Shield.

Please note:

• Client funds are kept in a dedicated client money account;
• Users do not receive interest on funds held; and
• CMP ensures limited financial protection in the event of Letlaunch’s insolvency.

Unless expressly stated otherwise, Letlaunch Commercial does not hold commercial rent, rent deposits, service charges or other monies payable between a commercial Landlord and occupier. Accordingly, the client-money arrangements described above relate principally to Services through which Letlaunch actually receives or holds client money.

16.4 Scope of Service

Letlaunch provides defined property advertising, applicant management and letting facilitation services according to the package purchased.

Unless expressly included in a Service, Letlaunch does not:

• Provide ongoing property management;
• Negotiate or agree lease or tenancy terms on behalf of either party;
• Provide legal, tax, financial, valuation or surveying advice;
• Guarantee the suitability or future performance of a Tenant or Commercial Applicant; or
• Guarantee that an advertisement or enquiry will result in a completed tenancy or commercial lease, except to the limited extent expressly provided by the 30-Day Commercial Applicant Guarantee.

Users remain responsible for making their own decisions and obtaining appropriate professional advice in relation to any tenancy, commercial lease or property transaction.

17. General Terms and Final Provisions

17.1 Entire Agreement

These Terms, together with the Letlaunch Privacy Policy and any additional documents expressly incorporated by reference, form the entire agreement between you and Letlaunch regarding your use of the Platform. They supersede all prior discussions, representations, understandings, or agreements relating to the same subject matter.

17.2 No Waiver

If Letlaunch does not enforce any part of these Terms at any time, this does not constitute a waiver of any right or remedy. Letlaunch may choose to enforce its rights at any time unless legally prevented from doing so.

17.3 Assignment

You may not transfer, assign, or delegate any of your rights or obligations under these Terms without prior written consent from Letlaunch. Letlaunch may assign or transfer its rights and obligations where necessary for business operations, restructuring, acquisition, or similar corporate events, provided that such transfer does not materially reduce user protections.

17.4 Notices

Any formal notices required under these Terms may be delivered electronically or by post:

• Notices from Letlaunch to users may be sent to the email address registered on the user’s account;
• Notices to Letlaunch should be sent using the contact details provided in Section 1 or through the channels listed on the Platform.

Electronic notices are deemed received at the time they are sent unless delivery has clearly failed.

17.5 Force Majeure

Letlaunch is not liable for any delay or failure to perform its obligations where such delay or failure is caused by events outside its reasonable control, including but not limited to:

• Power failures;
• Internet outages;
• Cyberattacks;
• Natural disasters;
• Industrial action;
• Government restrictions; or
• Operational disruptions affecting third-party service providers.

17.6 Governing Law and Jurisdiction

These Terms and any dispute or claim arising from them are governed by the laws of England and Wales. Where you use Letlaunch for business purposes, the courts of England and Wales will have exclusive jurisdiction. Nothing in this clause limits any mandatory rights available to consumers under applicable law.

17.7 Survival of Terms

Any provisions of these Terms that by their nature should continue to apply after termination, including those relating to liability, indemnity, data protection, dispute resolution, and intellectual property, shall survive termination of your account or use of the Platform.

17.8 Amendments to These Terms

Letlaunch may update or amend these Terms from time to time. Where material changes are made, Letlaunch will notify users by email or through the Platform. Letlaunch may update these Terms from time to time to reflect changes in the Services, law, regulation or business operations. Updated Terms will apply to future use of the Platform and future orders from the date stated in the updated version. Where a change materially affects an ongoing paid Service, Letlaunch will provide reasonable notice where appropriate. No amendment will remove rights that have already accrued under a Service purchased before the amendment where the law does not permit this.

17.9 Interpretation

Headings in these Terms are for convenience only and do not affect interpretation. References to legislation include any amendments or successor legislation.