Terms of Use

1. Introduction and Acceptance

• By creating an account, accessing, or using the Services in any manner, you acknowledge that you have read, understood, and agree to be bound by these Terms and our Privacy Policy, which is incorporated herein by reference.
• If you are using the Services on behalf of an organisation, you represent and warrant that you have the authority to bind that organisation to these Terms, and references to "you" shall include that organisation.
• You must be at least 18 years of age and possess the legal capacity to enter into binding contracts under the laws of Scotland to use the Services.
• By using the Services, you consent to receive electronic communications from us, including service announcements, administrative messages, and notices required by law, in lieu of paper-based communications.
• If you do not agree to these Terms, you must not access or use the Services.
• Additional terms apply to specific aspects of the Services: our Subscriber Terms govern paid subscriptions, our Free to Use Terms govern the Basic (Free) plan, and our Subscriber Data Policy governs data processing on behalf of subscribers.

2. Description of Services

Latch is a cloud-based property management platform designed for landlords, property managers, and tenants. The Services include, but are not limited to:

For Landlord Users:

• Property and unit management, including valuations, mortgages, and compliance tracking
• Tenant, contractor, and supplier contact management
• Lease creation and lifecycle management with automated payment period generation
• Payment tracking and recording for rent, deposits, and other transactions
• Expense tracking with receipt uploads, VAT calculations, and recurring expense management
• Document management with AI-powered analysis, data extraction, and labelling
• Bank account integration and automated transaction reconciliation
• Property inventory management with photographic records and version comparison
• Compliance certificate tracking (EPC, Gas Safety, EICR, Insurance)
• Financial reporting including rent roll, profit and loss, and custom reports
• Property listing marketplace with prescreening questionnaires and viewing management
• AI-powered automation tools (see Section 4)
• Calendar events, reminders, and third-party calendar synchronisation
• HMRC Making Tax Digital (MTD) integration for Income Tax Self Assessment, including HMRC account connection, quarterly and annual submissions, and final declarations (available on all plans, including the Basic Free plan). Supported income scope is the UK Property Business only; see Section 5
• Multi-user organisation accounts with role-based access control
• Electronic signature creation, sending, and management with legally compliant audit trails
• Builder marketplace connecting landlords with vetted tradespeople for property maintenance and improvements
• Tenant referencing and background screening through our integration with Canopy
• Expanded compliance portfolio management covering 12+ certificate types with expiry tracking and automated reminders
• Property management portal enabling professional property managers to manage properties on behalf of landlord clients
• Invoice generation, email delivery, and PDF export with time-limited view tokens for tenant access
• WhatsApp messaging for automated rent reminders and landlord-tenant communications via Twilio WhatsApp Business API
• SmartFlow workflow automation for streamlining property management tasks (beta)

For Tenant Users:

• Tenant portal access to view assigned properties and lease details
• Maintenance ticket submission and tracking
• Direct messaging with landlords and property managers
• Renters insurance document upload and management
• Property viewing requests and scheduling

3. Account Registration and Security

• To access the Services, you must register for an account by providing accurate, current, and complete information. You agree to update your information promptly to keep it accurate and complete at all times.
• Accounts are available as Landlord accounts (for property owners and managers) and Tenant accounts (for tenants accessing the tenant portal). You must select the appropriate account type during registration.
• You must verify your email address before accessing the full functionality of the Services. We reserve the right to restrict unverified accounts.
• Organisation accounts support multiple users with role-based permissions: Owner (full access including billing), Admin (management access excluding billing), and Member (limited to assigned data). The account Owner is responsible for managing roles and permissions.
• You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must not share your login credentials with any third party.
• You must notify us immediately at [email protected] if you become aware of any unauthorised access to or use of your account.
• We reserve the right to suspend or terminate any account that we reasonably believe has been compromised, is being used in violation of these Terms, or poses a risk to the security of the Services.

4. AI-Powered Services

Latch provides AI-powered features, including a conversational AI assistant ("Matt"), available to users on Pro and Enterprise subscription plans. These features are powered by third-party artificial intelligence providers and are subject to the following terms:

AI Capabilities:

• Automated rent chasing and reminder emails sent on your behalf
• Document analysis, data extraction, and intelligent summarisation
• Bank transaction categorisation and reconciliation suggestions
• Maintenance ticket coordination and contractor recommendations
• Property viewing scheduling and management
• Receipt extraction from connected email accounts
• Custom report generation and property portfolio summaries
• Multi-agent task orchestration for complex property management workflows
• SmartFlow automated workflow orchestration for property management processes (beta feature)

Important Disclaimers:

• No professional advice: AI-generated output is provided for informational purposes only and does not constitute legal, financial, tax, or professional advice. You should always consult qualified professionals for matters requiring expert guidance.
• No guarantee of accuracy: We do not warrant the accuracy, completeness, or reliability of any AI-generated content. AI systems may produce errors, omissions, or inaccurate results.
• User responsibility: You bear sole responsibility for reviewing, verifying, and approving all actions performed or suggested by AI features before they take effect. Where AI sends communications (such as emails or messages) on your behalf, you are responsible for the content of those communications.
• Limitation of liability: Latch shall not be liable for any loss, damage, or adverse consequence arising from your reliance on AI-generated output or actions taken by AI features.
• Third-party processing: AI features utilise third-party providers for processing. Your data is handled in accordance with our Privacy Policy and applicable data protection legislation.
• Right to human review: In accordance with Article 22 of the UK GDPR, you have the right to request human review of any significant decision made solely by automated means that affects you.
• Service modifications: We reserve the right to modify, update, limit, or discontinue AI features at any time, with or without notice.

5. Making Tax Digital (MTD) Services

Latch provides integration with HM Revenue and Customs (HMRC) Making Tax Digital for Income Tax Self Assessment (MTD for ITSA) service. The MTD integration is available to all users at no additional cost, including users on the Basic (Free) plan. HMRC is an independent statutory authority of the United Kingdom government. Latch acts solely as software that transmits, on your instruction, the figures you have prepared in the platform to HMRC's MTD APIs; Latch is not an agent of HMRC, is not appointed by HMRC, and does not act as your tax adviser, agent, or accountant. By enabling the MTD integration, you agree to the following additional terms.

Supported Income Scope:

• The MTD integration supports UK Property Businessincome only — that is, rental income from UK land and property held as a property rental business under HMRC's definition.
• The following income types are not supportedby Latch's MTD integration: self-employment (sole trader) income, foreign property income, Furnished Holiday Lettings (FHL), partnership income, and any other ITSA income category outside UK Property Business.
• If you have any income outside the supported scope, you must file that income through other HMRC-recognised software or through an agent. HMRC publishes a directory of compatible software at gov.uk/guidance/find-software-thats-compatible-with-making-tax-digital-for-income-tax.
• You are responsible for determining whether your tax affairs fall entirely within the supported scope before relying on Latch to meet your MTD obligations.

MTD Capabilities:

• Connecting your HMRC Government Gateway account to Latch via OAuth 2.0 authorisation
• Aggregating your rental income and property expenses from your Latch records for HMRC quarterly submissions
• Submitting quarterly income and expense updates to HMRC on your behalf
• Submitting annual adjustment summaries to HMRC
• Triggering and reviewing in-year tax calculations
• Submitting your final end-of-year declaration to HMRC
• Mapping your Latch expense categories to HMRC-recognised categories
• Presenting HMRC's prescribed Final Declaration statement in-app for your acknowledgement before each end-of-year submission

Your Responsibilities:

• Accuracy of data. You are solely responsible for the accuracy and completeness of all data submitted to HMRC through the MTD integration, and for the truthfulness, accuracy, and completeness of every figure submitted. Latch aggregates data from the records you have entered into the platform; it is your responsibility to ensure those records are accurate, complete, and up to date before initiating any submission. Latch does not independently audit, verify, or validate your underlying records.
• Final Declaration acknowledgement.Before any end-of-year final declaration is submitted to HMRC, Latch will display HMRC's prescribed declaration statement in-app for your review. You must read that statement and confirm your agreement on each submission. By confirming, you make that legal declaration directly to HMRC. You acknowledge that financial penalties and prosecution for false or incomplete information lie with you, not with Latch.
• You must hold a valid National Insurance Number (NINO) and, where applicable, a Unique Tax Reference (UTR), and you must provide these accurately to enable MTD functionality.
• You are responsible for meeting all HMRC deadlines for quarterly submissions, annual submissions, and final declarations. Latch provides visibility of obligation periods and deadlines but does not guarantee that you will meet these deadlines.
• Penalties and interest. Any late-filing penalties, late-payment penalties, interest charges, surcharges, or other sums HMRC imposes in connection with your tax affairs are your sole responsibility, regardless of whether the underlying cause is connected to your use of Latch.
• You must review all submission data presented by Latch before confirming any submission to HMRC. Once a submission is made to HMRC, it cannot be recalled by Latch, although amendments may be submitted in accordance with HMRC rules.
• You are responsible for maintaining an active HMRC connection. If your HMRC authorisation expires or is revoked, you must re-authorise to continue using MTD features.

Important Disclaimers:

• Not tax advice and no agency relationship: The MTD integration is a software submission tool. Latch is not a tax adviser, accountant, bookkeeper, regulated agent, or HMRC-appointed intermediary, and nothing in the integration constitutes tax advice, tax planning, or accounting guidance. You should consult a qualified accountant or tax adviser for all tax-related matters.
• No guarantee of accuracy: While Latch accurately aggregates data from the records you have entered, we do not independently verify the correctness of your underlying financial records or their compliance with HMRC requirements. Errors in your input data will result in incorrect submissions.
• No warranty of HMRC acceptance:A successful API response from HMRC indicates only that HMRC's systems have received your submission. Submission status displayed in Latch reflects HMRC's response and does not constitute Latch's endorsement, validation, or guarantee that your submission is correct, complete, or accepted as your final filing. HMRC may subsequently query, amend, reject, or open enquiries into any submission in accordance with its own procedures.
• HMRC is an independent party: HMRC operates independently of Latch. We have no control over HMRC systems, policies, or decisions. HMRC may change its API specifications, submission rules, or deadlines at any time.
• Third-party availability: The MTD integration depends on the availability of HMRC APIs. We are not responsible for periods during which HMRC systems are unavailable, undergoing maintenance, or experiencing technical difficulties.
• Penalty and liability exclusion: Latch shall not be liable for any penalties, fines, interest, or other charges imposed by HMRC arising from late submissions, inaccurate data, missed deadlines, or any other failure related to your tax obligations, whether or not such failure is connected to the use of the MTD integration.
• Fraud prevention compliance: HMRC requires that all software connecting to its APIs transmit fraud prevention headers containing technical information about your device and connection (see our Privacy Policy for details). By using the MTD integration, you consent to the collection and transmission of this data to HMRC as required by law.

6. E-Signature Services

• Latch provides electronic signature functionality enabling users to create, send, and manage signature requests for property-related documents.
• Electronic signatures created through the platform are Simple Electronic Signatures (SES) as recognised under the UK Electronic Communications Act 2000 and retained EU Regulation No 910/2014 (eIDAS) as it forms part of UK law.
• SES are legally valid for most property management documents. However, certain documents cannot be validly executed using SES and are explicitly excluded: deeds (which require witnessed signatures under the Law of Property (Miscellaneous Provisions) Act 1989), wills and codicils, documents requiring notarisation, powers of attorney, and documents where legislation specifically mandates wet-ink signatures.
• Users are solely responsible for determining whether an electronic signature is legally appropriate for their specific document and jurisdiction.
• Latch maintains a complete audit trail for each signature request, including timestamps, IP addresses, and user-agent information for each signing event.
• Audit trail data is retained for 6 years after the last signature event on a document, in line with the Limitation Act 1980.
• Latch does not provide legal advice regarding the validity or enforceability of any electronic signature.

7. Subscription Plans and Billing

The Services are available under multiple subscription tiers, including a free Basic plan and paid Pro and Enterprise plans.

• For full details of paid subscription plans, billing, free trials, payment processing, cancellation, and refunds, please refer to our Subscriber Terms.
• For full details of the Basic (Free) plan, including features, limitations, and the inactivity policy, please refer to our Free to Use Terms.
• The Subscriber Terms and Free to Use Terms form part of these Terms of Use and are incorporated herein by reference.
• If you sign up for a paid plan with a free trial, additional consumer-protection rules under the Digital Markets, Competition and Consumers Act 2024 apply, including a separate 14-day cancellation right after your free trial ends and reminder notices before your first full-price payment. See our Subscriber Terms for the full Key Pre-Contract Information panel and your statutory cancellation rights.

8. User Responsibilities and Acceptable Use

You agree to use the Services solely for lawful property management purposes and in compliance with all applicable laws, regulations, and these Terms. Without limiting the foregoing, you shall not:

• Use the Services for any unlawful, fraudulent, or harmful purpose
• Upload, transmit, or distribute any content that is defamatory, obscene, threatening, harassing, discriminatory, or otherwise objectionable
• Provide false, misleading, or inaccurate information in your account or listings
• Impersonate any person or entity, or misrepresent your affiliation with any person or entity
• Attempt to gain unauthorised access to the Services, other user accounts, or any systems or networks connected to the Services
• Use automated means (including bots, scrapers, or crawlers) to access, collect data from, or interact with the Services without our express written consent
• Reverse engineer, decompile, disassemble, or otherwise attempt to derive the source code of the Services
• Introduce viruses, trojans, worms, or other malicious code into the Services
• Interfere with or disrupt the integrity or performance of the Services
• Resell, sublicence, or commercially exploit any aspect of the Services without our prior written consent
• Circumvent or attempt to circumvent any usage limits, access controls, or security measures
• Access or use the Services for the purpose of competitive analysis, benchmarking, or building a competitive product or service
• Monitor the availability, performance, functionality, or features of the Services for any competitive purpose
• Access or use the Services if you are, or are acting on behalf of, a direct or indirect competitor of Latch, except with our prior written consent
• Copy, imitate, or replicate the design, features, functionality, user interface, or user experience of the Services

As a Landlord User, you acknowledge that you are solely responsible for ensuring that your use of the Services complies with all applicable tenancy, housing, and data protection legislation in the jurisdiction(s) in which you operate, including but not limited to the Housing Act 1988, the Landlord and Tenant Act 1985, the Equality Act 2010, and the Data Protection Act 2018.

9. Third-Party Integrations

The Services integrate with the following third-party services to deliver certain functionality:

• Stripe: Subscription billing and payment processing
• Plaid: Open Banking (PSD2) bank account linking and transaction synchronisation
• SendGrid: Transactional and automated email delivery, including delivery, bounce, open, and click event tracking via webhook
• Twilio (WhatsApp Business API): WhatsApp messaging for rent reminders and landlord-tenant communications (message content traverses Meta infrastructure)
• Google Calendar and Microsoft Outlook: Calendar event synchronisation
• Google Gmail: Email integration for receipt extraction and communication
• Google Gemini (2.5 Pro / 2.5 Flash): Default artificial intelligence provider for AI-powered features. Data is processed under Google's API terms and is not used to train Google's general-purpose models.
• Zhipu AI: Secondary AI inference provider (operated from the People's Republic of China). Used for selected background AI tasks. Transfers are made under the UK International Data Transfer Agreement, supported by a documented Transfer Risk Assessment. See our Privacy Policy for the full disclosure.
• Tavily: AI search provider used to supply current public information when an AI feature requires a live web lookup. Only the search query is transmitted.
• HMRC (Making Tax Digital): Tax submission and compliance via HMRC's MTD for Income Tax Self Assessment APIs. HMRC acts as an independent statutory authority and data controller, not as a sub-processor of Latch.
• Canopy: Tenant background screening and referencing services
• Google Maps Platform: Address autocomplete and geocoding for property locations, subject to the Google Maps Platform Terms of Service
• Cloudflare R2: Secure object storage for uploaded documents, receipts, photographs, and files
• IP-API.com: IP address reputation checking for fraud prevention and security monitoring during authentication
• IndexNow: Search engine URL indexing notifications (no personal data transmitted)

• Your use of third-party integrations is subject to the respective third party's terms of service and privacy policy. We encourage you to review these terms before enabling any integration.
• We are not responsible for the availability, reliability, accuracy, or security of any third-party service. Third-party services may be modified or discontinued by their providers without notice to us.
• We reserve the right to add, modify, or remove third-party integrations at any time. We will endeavour to provide reasonable notice where the removal of an integration materially affects the Services.
• Enabling a third-party integration may require you to grant access to certain account data. You consent to the sharing of data necessary to facilitate the integration in accordance with our Privacy Policy.

10. Financial Data and Record-Keeping

• For details on subscription payment processing, billing, and refunds, please refer to our Subscriber Terms.
• Latch is a record-keeping platform and does not act as a payment service provider, money transmitter, or financial institution. The Services facilitate the recording and tracking of financial transactions between landlords and tenants but do not process, hold, or transfer funds on behalf of users.
• Bank reconciliation and financial reporting tools are provided for convenience and informational purposes only. You are solely responsible for verifying the accuracy of all financial data and for compliance with all tax reporting obligations, including those relating to income tax, capital gains tax, and VAT.
• Latch does not provide financial advice. You should consult a qualified accountant or financial adviser for matters relating to taxation, financial planning, or regulatory compliance.
• Where you use the MTD integration to submit data to HMRC, you acknowledge that Latch acts as a conduit for transmitting the data you have recorded in the platform. The accuracy of submissions depends entirely on the accuracy of your underlying records. You remain solely responsible for all tax filings and their correctness.
• MTD submission records (including income figures, expense figures, HMRC submission identifiers, and correlation IDs) are stored in your account for so long as your account remains active, so that you can review your submission history. These records follow Latch's general data retention practice: if you delete your account, all account data — including MTD submission records — is retained during the 30-day soft-delete grace period (see Section 15) and then permanently deleted. Latch does not undertake to retain your MTD records for 6 years on your behalf. UK tax law requires you to keep your own records of property income and expenses for the periods set by HMRC; you are responsible for exporting and retaining your own copies of MTD submissions, supporting documents, and underlying records to satisfy your statutory record-keeping obligations. HMRC retains its own copy of every submission on its systems.

11. Invoice Management

• Latch provides invoice generation tools enabling landlords to create, send, and manage invoices for rent, service charges, and other property-related amounts. Invoices may be generated as PDF documents and delivered to tenants via email.
• View tokens: Each invoice may be assigned a unique, time-limited view token that allows the recipient to view and download the invoice PDF via an unauthenticated URL. View tokens are designed for convenience and do not require the recipient to hold a Latch account.
• Automated reminders: Latch may send automated overdue invoice reminders on your behalf, with escalating tone based on how overdue the invoice is. You are responsible for the content of these reminders and for ensuring they comply with applicable debt collection and consumer protection regulations.
• No payment processing: The invoice feature is a record-keeping and communication tool. Latch does not process, collect, or transfer rent or invoice payments on behalf of users.
• You are solely responsible for the accuracy of invoice amounts, VAT calculations, and payment terms. Latch does not independently verify invoice data.

12. Intellectual Property Rights

• All intellectual property rights in the Services, including but not limited to the software, source code, algorithms, user interface design, graphics, trademarks, logos (including the "Latch" name and logo), and documentation, are owned by or licensed to USELATCH LTD and are protected by copyright, trademark, and other intellectual property laws of the United Kingdom and international treaties.
• Subject to your compliance with these Terms, we grant you a limited, non-exclusive, non-transferable, non-sublicensable, and revocable licence to access and use the Services for your internal property management purposes during the term of your subscription.
• You shall not copy, reproduce, modify, adapt, translate, distribute, transmit, display, perform, create derivative works from, or otherwise exploit any part of the Services without our prior written consent.
• Any feedback, suggestions, ideas, or other submissions you provide to us regarding the Services may be used by us freely and without obligation, and you hereby assign to us all intellectual property rights in such submissions.

13. User Content and Data Ownership

• You retain full ownership of all data and content you upload, submit, or transmit through the Services ("User Content"), including property information, tenant records, financial data, documents, photographs, and communications.
• By uploading User Content, you grant Latch a worldwide, non-exclusive, royalty-free licence to host, store, process, reproduce, and display your User Content solely for the purpose of providing and improving the Services. This licence terminates upon deletion of your account and User Content, subject to our data retention obligations.
• You represent and warrant that you have all necessary rights, licences, and permissions to upload and share your User Content, and that such content does not infringe upon the intellectual property rights, privacy rights, or other rights of any third party.
• You shall not upload content that is unlawful, infringing, defamatory, harmful, or otherwise in breach of these Terms. We reserve the right to remove any User Content that we reasonably believe violates these Terms or applicable law.
• While Latch maintains redundant backups of User Content as part of its infrastructure, you are encouraged to maintain independent copies of your critical data. Latch shall not be liable for the loss of User Content except where such loss results from our gross negligence or wilful misconduct.

14. Privacy and Data Protection

• Our collection, use, and protection of personal data is governed by our Privacy Policy, which forms an integral part of these Terms.
• We are committed to compliance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and all other applicable data protection legislation.
• Latch as data controller: We act as the data controller in respect of your account information, usage data, and other personal data we collect directly from you.
• Landlord as data controller: Where Landlord Users input personal data relating to their tenants, contractors, or other third parties, the Landlord User acts as the data controller for that data, and Latch acts as the data processor. Landlord Users are responsible for ensuring that they have a lawful basis for processing such personal data and for complying with their own obligations under data protection law.
• In the event of a personal data breach that is likely to result in a risk to the rights and freedoms of individuals, we will notify the relevant supervisory authority within 72 hours in accordance with the UK GDPR, and will notify affected users without undue delay where the breach is likely to result in a high risk.
• We use cookies and similar tracking technologies in accordance with the preferences you set via our cookie consent banner. For full details, please refer to our Cookie Policy.
• For details on how we handle data on behalf of subscribers, please refer to our Subscriber Data Policy and List of Subprocessors.

15. Account Termination and Data Deletion

• Termination by you: You may terminate your account at any time through your account settings or by contacting us at [email protected]. If you are on a paid subscription, please refer to our Subscriber Terms for cancellation and refund details.
• 30-day grace period: Upon account deletion, your account will enter a 30-day soft-delete grace period during which your data will be retained but your access to the Services will be suspended. You may contact [email protected] within this period to request account restoration.
• Permanent deletion: After the 30-day grace period, all data associated with your account will be permanently and irreversibly deleted, including all properties, tenants, leases, payments, expenses, documents, and any other information associated with your account. We strongly recommend that you export any data you wish to retain before initiating account deletion.
• Termination by Latch: We reserve the right to suspend or terminate your access to the Services, with or without notice, if we reasonably determine that you have breached these Terms, engaged in fraudulent or unlawful activity, or pose a risk to the security or integrity of the Services. Where practicable, we will provide prior notice and an opportunity to remedy the breach.
• HMRC disconnection:Upon account deletion, your HMRC MTD connection will be automatically revoked. However, data previously submitted to HMRC remains on HMRC's systems and is subject to HMRC's own data retention policies. Latch cannot delete or modify data held by HMRC.
• Survival: The following provisions shall survive termination or expiry of these Terms: the Subscriber Terms (to the extent of any outstanding payment obligations), Sections 5 (to the extent of MTD disclaimers), 6 (to the extent of e-signature audit trail retention), 12, 13, 14, 22, 23, 24, 25, and 26.

16. Marketplace and Property Listings

• Landlord Users may publish property listings through the Services to advertise available properties for rent. You are solely responsible for the accuracy, completeness, and legality of all listing content, including property descriptions, photographs, rental amounts, and availability.
• All listings must comply with the Equality Act 2010 and all other applicable anti-discrimination legislation. Listings must not contain language or criteria that discriminate on the basis of race, sex, disability, religion, sexual orientation, gender reassignment, pregnancy, or any other protected characteristic.
• By publishing a listing, you grant Latch a non-exclusive licence to display your listing content (including photographs) on the platform and, where applicable, on third-party advertising platforms. For Enterprise users, listings may be syndicated to external property portals (such as RightMove and OpenRent), subject to those platforms' terms and conditions.
• Prescreening questions attached to listings must comply with fair housing legislation. Questions must not directly or indirectly discriminate against prospective tenants on any protected ground.
• We reserve the right to remove or de-list any listing that we reasonably believe violates these Terms, applicable law, or our content policies, without prior notice.
• Latch does not guarantee any particular outcome from property listings, including the number of enquiries, the quality of prospective tenants, or the successful letting of any property.

Builder Marketplace:

• The Builder Marketplace enables landlords to find and engage tradespeople for property maintenance, repairs, and improvements. Builders can create profiles, list their services, and submit bids on jobs posted by landlords.
• No employment relationship: Builders listed on the marketplace are independent third parties. Latch does not employ, supervise, or control builders and is not a party to any contract between a landlord and a builder.
• Verification disclaimer:Any verification badges or "verified" status displayed on builder profiles indicate only that basic identity and business checks have been completed. They do not constitute a guarantee of competence, quality of work, financial stability, or regulatory compliance. Users must conduct their own due diligence.
• Payment disputes: Latch does not escrow, hold, or process payments between landlords and builders. All payment arrangements are directly between the parties. Latch accepts no liability for payment disputes.
• Reviews and ratings: Users may leave reviews and ratings for builders. Reviews must be honest, factual, and based on genuine interactions. Latch reserves the right to remove reviews that are defamatory, fraudulent, or in breach of these Terms.

17. Tenant Referencing

• Latch integrates with Canopy to provide tenant referencing and background screening services. Landlords may initiate referencing requests through the platform.
• Consent requirement: Landlords must obtain explicit, informed consent from the prospective tenant before initiating any referencing or background check. Submitting a referencing request constitutes a representation that the landlord has obtained such consent in compliance with the UK GDPR and the Data Protection Act 2018.
• Accuracy disclaimer:Referencing results are provided by Canopy and are presented "as is". Latch does not independently verify, audit, or guarantee the accuracy or completeness of any referencing results.
• No guarantee:A satisfactory referencing result does not constitute a guarantee of tenant suitability, financial reliability, or future conduct. Referencing results should be one factor in the landlord's decision-making process, not the sole basis.
• Equality Act compliance: Landlords must ensure that their use of referencing results complies with the Equality Act 2010 and must not discriminate against prospective tenants on the basis of any protected characteristic.
• Third-party terms:Use of the tenant referencing service is additionally subject to Canopy's own terms and conditions, which the landlord agrees to comply with when initiating a referencing request.

18. Tenant Portal

• Tenant Users access the Services via invitation from a Landlord User. Access is limited to the specific properties and information assigned to the Tenant User by the inviting landlord.
• The tenant portal enables Tenant Users to submit maintenance tickets, communicate with their landlord via direct messaging, upload renters insurance documentation, and manage viewing requests.
• Latch is not a party to and has no involvement in the landlord-tenant relationship. Any disputes, claims, or issues arising between landlords and tenants are solely between those parties and shall be resolved independently of Latch.
• Latch does not verify the identity, credentials, or suitability of any landlord or tenant on the platform. Users interact with other parties at their own risk.
• We reserve the right to block or restrict any user who violates these Terms, engages in abusive behaviour, or is reported by another user, following our internal review process.

19. Communication and Messaging

• The Services include in-platform direct messaging between landlords and tenants, as well as automated email communications (including rent reminders, viewing confirmations, payment receipts, invoice notifications, and security alerts).
• WhatsApp messaging is available as an optional communication channel for paid plan subscribers. Rent reminders and other property management communications may be sent via WhatsApp where the tenant has provided a valid mobile phone number and has opted in to receive WhatsApp messages. WhatsApp messages are delivered via the Twilio WhatsApp Business API.
• Tenants may opt out of WhatsApp communications at any time by replying "STOP" to any WhatsApp message or by requesting opt-out through their landlord. Opting out of WhatsApp does not affect email-based communications or other platform functionality.
• By using the Services, you consent to receiving service-related communications that are necessary for the operation and administration of your account. These communications are not marketing and cannot be opted out of while maintaining an active account.
• Marketing communications will only be sent with your explicit consent. You may withdraw your consent and opt out of marketing communications at any time via your account settings or by using the unsubscribe mechanism provided in each marketing email.
• You shall not use the messaging features to send harassment, threats, spam, unsolicited commercial messages, discriminatory language, or any communication that violates applicable law or these Terms.
• We reserve the right to monitor, review, and moderate messages transmitted through the Services for the purposes of preventing abuse, ensuring compliance with these Terms, and meeting our legal obligations. Such monitoring shall be conducted in accordance with our Privacy Policy.

20. Compliance and Regulatory Tools

• The Services include tools for tracking compliance certificates, with automated expiry notifications and reminders. The compliance portfolio covers 12+ certificate types including: Gas Safety Certificates (CP12), Electrical Installation Condition Reports (EICR), Energy Performance Certificates (EPC), Legionella risk assessments, fire risk assessments, smoke and carbon monoxide alarm compliance records, HMO licences, Right to Rent check records, landlord registration (Scotland), and Rent Smart Wales registration and licensing.
• Tracking tool disclaimer: Latch provides compliance tracking as a management convenience tool. Latch is not a certification authority, regulatory body, or legal advisor. The platform does not certify, validate, or verify the authenticity of any compliance certificates uploaded by users.
• User responsibility: Users remain solely responsible for ensuring that all compliance certificates are valid, current, and obtained from appropriately qualified and accredited professionals. Expiry notifications and reminders are provided as a convenience and do not constitute legal advice or a guarantee that users will be notified in all circumstances.
• You are solely responsible for ensuring that your properties comply with all applicable legislation, regulations, and local authority requirements, including but not limited to gas safety, electrical safety, fire safety, energy performance, licensing, and building regulations.
• AI-generated compliance documents (available on Enterprise plans) are provided as templates and starting points only. They are not a substitute for professional legal advice and should be reviewed by a qualified solicitor or relevant professional before use.
• We strongly recommend consulting qualified legal and property professionals to ensure full compliance with your obligations as a landlord or property manager.

21. Property Management Portal

• The Property Management Portal enables professional property managers to manage properties on behalf of landlord clients, including managing client details, generating owner statements, tracking management fees, and maintaining financial records.
• Sensitive data disclaimer: Property managers who use the PM Portal may input sensitive financial information including National Insurance Numbers (NINO), Unique Taxpayer References (UTR), VAT registration numbers, and bank account details for their landlord clients. Users acknowledge that they are solely responsible for the accuracy, security, and lawful collection of such data, and must have appropriate authority and consent to input this data on behalf of their clients.
• Fee calculation estimates: Management fee calculations and summaries generated by the platform are provided as estimates and management tools only. They do not constitute financial advice, tax advice, or certified accounting statements. Users should verify all calculations independently.
• Owner statement accuracy: Owner statements generated through the platform are based on data entered by the property manager. Latch does not independently verify the accuracy of financial data entered. Property managers are responsible for ensuring that owner statements are accurate before distributing them to landlord clients.
• Bank details responsibility: Latch stores bank account details as provided by the property manager for the purpose of facilitating rent disbursement records. Latch does not initiate bank transfers. Users are responsible for verifying that bank details are correct before making any payments outside the platform.
• No financial advice: Nothing in the PM Portal constitutes financial, tax, or legal advice. Users should consult appropriate professional advisors for matters relating to tax obligations, financial reporting, and regulatory compliance.

22. Service Availability and Modifications

• The Services are provided on an "as available" basis. While we strive to maintain high availability, we do not guarantee uninterrupted, error-free, or continuous access to the Services.
• We may perform scheduled maintenance from time to time, during which the Services may be temporarily unavailable. We will endeavour to provide reasonable advance notice of scheduled maintenance where practicable.
• Emergency maintenance or urgent security patches may be applied without prior notice where necessary to protect the integrity, security, or availability of the Services.
• We reserve the right to modify, update, enhance, or discontinue any feature or functionality of the Services at any time. Where a material change adversely affects your use of the Services, we will endeavour to provide reasonable notice.
• No compensation shall be payable for any period of unavailability or downtime, except where expressly provided under a separate service-level agreement or where required by applicable law.

23. Disclaimers

• THE SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE", WITHOUT WARRANTY OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY.
• To the maximum extent permitted by applicable law, we disclaim all warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, non-infringement, and any warranties arising from course of dealing or usage of trade.
• We do not warrant that: (a) the Services will meet your specific requirements; (b) the Services will be uninterrupted, timely, secure, or error-free; (c) the results obtained from the use of the Services will be accurate or reliable; or (d) any defects in the Services will be corrected.
• AI-generated outputs, financial calculations, bank reconciliation suggestions, compliance tracking tools, and reports are provided for informational purposes only and should not be relied upon as professional, legal, financial, or tax advice.
• You acknowledge that your use of the Services is at your sole risk, and you assume full responsibility for all decisions made and actions taken in reliance on data, reports, or other output provided by the Services.
• MTD submissions — no endorsement:Where Latch transmits a tax submission to HMRC on your instruction via the MTD integration, the displayed submission status reflects HMRC's API response, not Latch's endorsement or verification. Latch does not warrant that any submission will be accepted by HMRC, that it is correct or complete, or that it will not be subject to later query, amendment, or enquiry.

24. Limitation of Liability

• To the maximum extent permitted by applicable law, the total aggregate liability of Latch, its directors, officers, employees, and agents, arising out of or in connection with these Terms or your use of the Services, whether in contract, tort (including negligence), strict liability, or otherwise, shall not exceed the total amount paid by you to Latch in the twelve (12) months immediately preceding the event giving rise to the claim, or one hundred pounds sterling (£100) in the case of users on the Basic (Free) plan.
• In no event shall Latch be liable for any indirect, incidental, consequential, special, exemplary, or punitive damages, including but not limited to loss of profits, loss of revenue, loss of data, loss of business opportunity, business interruption, loss of goodwill, or cost of procurement of substitute services, even if Latch has been advised of the possibility of such damages.
• Without limiting the foregoing, Latch shall not be liable for any loss or damage arising from: (a) errors or inaccuracies in AI-generated content; (b) failures or interruptions of third-party integrations; (c) actions or omissions of other users; (d) your failure to maintain accurate account information; (e) circumstances beyond our reasonable control; or (f) penalties, fines, interest, or other charges imposed by HMRC in connection with your tax obligations, including those arising from data submitted via the MTD integration.
• Nothing in these Terms shall exclude or limit liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be lawfully excluded or limited under the laws of Scotland, including under the Consumer Rights Act 2015.

25. Indemnification

• You agree to indemnify, defend, and hold harmless Latch, its directors, officers, employees, agents, and affiliates from and against any and all claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or in connection with: (a) your breach of these Terms; (b) your violation of any applicable law or regulation; (c) your User Content; (d) your use of the Services; or (e) any third-party claim arising from your actions or omissions in connection with the Services.
• We reserve the right, at our sole discretion, to assume the exclusive defence and control of any matter subject to indemnification by you, in which event you agree to cooperate fully and reasonably with our defence of such claim.

26. Governing Law and Dispute Resolution

• These Terms shall be governed by and construed in accordance with the laws of Scotland, without regard to conflict of law principles.
• The courts of Scotland shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter or formation (including non-contractual disputes or claims).
• Before commencing any legal proceedings, the parties agree to attempt to resolve any dispute informally by contacting [email protected]. The parties shall allow a period of no less than thirty (30) days for informal resolution before initiating formal proceedings.
• Unless a court orders otherwise, each party shall bear its own costs in connection with any dispute or legal proceedings.

27. General Provisions

• Entire agreement: These Terms, together with the Privacy Policy, Subscriber Terms, Free to Use Terms, Subscriber Data Policy, Cookie Policy, and any other policies referenced herein, constitute the entire agreement between you and Latch with respect to the Services and supersede all prior or contemporaneous communications, proposals, and agreements, whether oral or written.
• Amendments: We reserve the right to amend these Terms at any time. We will notify you of material changes by email at least 14 days in advance and by posting a prominent notice on the Services. For changes to subscription pricing or billing terms affecting your active subscription, the notice period is at least 30 days as set out in our Subscriber Terms. Your continued use of the Services after the effective date of the amendment constitutes your acceptance of the amended Terms. If you do not agree, you may terminate your account at any time before the changes take effect.
• Severability: If any provision of these Terms is held to be invalid, illegal, or unenforceable by a court of competent jurisdiction, such provision shall be severed and the remaining provisions shall continue in full force and effect.
• No waiver: The failure of Latch to exercise or enforce any right or provision of these Terms shall not operate as a waiver of such right or provision.
• Assignment: You may not assign or transfer these Terms or any rights or obligations hereunder without our prior written consent. We may freely assign or transfer these Terms without restriction, including in connection with a merger, acquisition, or sale of assets.
• Force majeure: Latch shall not be liable for any delay or failure to perform its obligations under these Terms where such delay or failure results from circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemic, government actions, power failures, internet outages, or third-party service failures.
• Relationship: Nothing in these Terms shall be construed as creating a partnership, joint venture, agency, or employment relationship between you and Latch.
• Third-party rights: These Terms do not confer any rights on any person or party other than the parties to these Terms and, where applicable, their successors and permitted assigns, pursuant to the Contracts (Rights of Third Parties) Act 1999.
• Notices: All notices to you will be sent to the email address registered to your account. It is your responsibility to ensure that your registered email address is current and monitored.
• Language: These Terms are drafted in the English language. In the event of any conflict between the English language version and any translation, the English language version shall prevail.

28. Contact Information and Complaints

If you have any questions, concerns, or complaints about these Terms or the Services, please contact us:

Escalation routes for unresolved complaints:

• If you are a consumer and we are unable to resolve your complaint informally, you have the right to refer subscription contract issues to the Competition and Markets Authority (CMA) at gov.uk/cma.
• For data protection matters, you may complain to the Information Commissioner's Office (ICO) at ico.org.uk or by calling 0303 123 1113. We are registered with the ICO under registration number 02450028338.
• For complaints about Latch's MTD software (e.g., a defect in how Latch presents or transmits your data), contact us first at [email protected]. For complaints about HMRC's own systems, decisions, calculations, or treatment of your submissions, you must contact HMRC directly using the routes published at gov.uk/complain-about-hmrc — Latch cannot escalate or act on HMRC matters on your behalf.

29. Material Change History

• 13 May 2026 (v2.1) — HMRC MTD ITSA compliance pack alignment: removed Pro/Enterprise plan gating from §2 and §5 (MTD is now available on all plans, including the Basic Free plan); added explicit supported income scope to §5 (UK Property Business only) with signposting to GOV.UK find-software for self-employment, foreign property, FHL, and partnership income; expanded user-responsibility disclosures around per-submission Final Declaration acknowledgement, accuracy of figures, deadlines, and penalties; clarified HMRC's role as an independent UK government statutory authority and Latch's role as software intermediary (not a tax adviser, accountant, or HMRC-appointed agent); added a “No warranty of HMRC acceptance” disclaimer to §5 and an MTD no-endorsement bullet to §23; corrected §10 retention statement to remove the 6-year promise and clarify that the user is responsible for retaining their own statutory tax records; sharpened §28 complaints routing between Latch software issues and HMRC matters.
• 5 May 2026 (v2.0) — Added DMCC Act 2024 cross-reference to subscription section; clarified amendment notice periods (14 days general, 30 days for billing changes); added complaints escalation routes (CMA, ICO); replaced “Open Banking (coming soon)” with live Plaid disclosure; split Twilio email/WhatsApp into SendGrid + Twilio rows; added Zhipu AI and Tavily AI provider disclosures.
• 23 March 2026 (v1.x) — Added e-signature, invoice management, and PM portal sections; expanded compliance and tenant referencing terms.