PropFlow AI — Terms of Use

The Platform is owned and operated by PropFlow AI Ltd, trading as “PropFlow” (“We”, “Us” or “PropFlow”). We are a limited company registered in England and Wales under company number [COMPANY NUMBER TO BE INSERTED] and have our registered office at [REGISTERED ADDRESS TO BE INSERTED]. You can contact us at support@propflow.ai.

PropFlow AI Ltd is not currently registered for UK VAT. Prices on the Platform are exclusive of VAT; VAT will be added at the applicable rate once PropFlow becomes VAT-registered, with 30 days' written notice.

PropFlow is a cloud-based property management platform for landlords, letting agents, property managers, tradespeople, housing officers and their tenants and applicants. The Platform provides (without limitation):

• Property, tenancy and compliance-document management;
• Tenant application, screening, viewing-booking and onboarding workflows;
• Public property listings, QR codes and invite links;
• Messaging across WhatsApp, SMS, email and in-app channels, delivered via third-party providers;
• AI-powered agents that assist with enquiry intake, job dispatch, compliance monitoring and communications. AI output is generated automatically and a human within your organisation remains responsible for final decisions;
• Tradesperson directories, power teams and a jobs marketplace;
• Subscription billing, invoicing and Customer Portal access via Stripe;
• Document generation (PDFs, legal templates, certificates) and reporting.

You may use the Services for your business use, or for the internal business use of the organisation that you represent. You may connect to the Services using any modern Internet browser supported by the Platform. You are responsible for obtaining access to the Internet and the equipment necessary to use the Services.

We may change the content, features and pricing of the Platform at any time. If the need arises, we may suspend access to the Platform or withdraw specific features with reasonable notice. Any material on the Platform may be out of date at any given time, and (save where we expressly undertake otherwise) we are under no obligation to update it.

You must treat your login credentials and any API keys or tokens as confidential, and you must not disclose them to any third party. We have the right to disable any individual user account at any time if, in our opinion, you have failed to comply with any provision of these Terms of Use. You are responsible for all activity that takes place under your account and for ensuring that all persons who access the Platform through your organisation are aware of and comply with these Terms.

You may use the Platform only for lawful purposes. You may not use the Platform in any way that breaches any applicable local, national or international law or regulation, nor in any way that is unlawful or fraudulent.

By using PropFlow, you confirm that you are at least 18 years old and that you have the legal capacity to enter into a binding contract. If you are signing up on behalf of an organisation (a letting agency, landlord entity, housing provider or similar), you further confirm that you are authorised to bind that organisation to these Terms.

Each account must be used by a single named individual. Accounts may not be shared between multiple users. Additional users from the same organisation should be added via our team-management and invitation features, subject to your subscription plan's user and property limits.

Subject to your compliance with these Terms and payment of all applicable fees, we grant you a limited, non-exclusive, non-transferable, non-sublicensable licence to access and use the Platform during your subscription term, for your own internal business purposes only.

All licences are personal to the organisation and users named on the Order Form and may not be assigned or transferred without our prior written consent. Access tiers, feature availability, property counts, messaging allowances, AI-agent usage quotas and trade-dispatch quotas are determined by your subscription plan and may be adjusted on notice.

We have the right to suspend or disable any individual user account, or the whole organisation account, at any time if, in our opinion, you or a user has failed to comply with any provision of these Terms or with our acceptable-use rules set out below. Where possible, we will give you notice and an opportunity to remedy the issue before taking such action.

You must not:

• Resell, sublicense, rent, lease, distribute or otherwise make the Platform available to any third party except as expressly permitted;
• Use the Platform, or any data obtained from it, to build a competing service;
• Scrape, crawl, mirror or otherwise automatically extract data from the Platform, other than via our official APIs and within any published rate limits;
• Reverse engineer, disassemble or decompile the Platform except to the extent permitted by law;
• Remove or obscure any proprietary notices;
• Circumvent any security, authentication, rate-limiting or access-control mechanism;
• Use the Platform to send spam, unlawful marketing, harassing or abusive messages, or content that infringes any third party's rights;
• Upload or transmit any viruses, worms, ransomware or other malicious code;
• Use the Platform to process special-category personal data outside the features designed for it (for example, do not paste health or safeguarding data into free-text fields that are not intended for that purpose); or
• Create a false identity, impersonate any person, or misrepresent your affiliation with any organisation.

You retain ownership of all data that you, your users, your tenants or your applicants submit to the Platform (“Customer Data”). You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, reproduce, process, transmit, display and create derivative works of Customer Data solely to the extent necessary to (i) provide and improve the Service to you, (ii) meet our legal and regulatory obligations, and (iii) detect, investigate and prevent fraud, abuse or security incidents.

For the purposes of UK GDPR and the Data Protection Act 2018:

• PropFlow is the data controller of personal data relating to you, your staff and the billing contact of your organisation.
• PropFlow generally acts as a data processor in respect of personal data relating to your tenants, applicants, guarantors, referees, tradespeople and other third parties whose data you enter into the Platform. You are the controller of that data. Our processing is governed by our Data Processing Addendum, which forms part of these Terms (available on request or via our Privacy Policy).
• PropFlow may act as an independent or joint controller for limited security, fraud-prevention and cross-organisation duplicate-detection purposes.

You warrant that you have a valid lawful basis under UK GDPR for all personal data you upload to the Platform, that you have provided the necessary privacy notices to data subjects, and that you have obtained any explicit consents required for special-category data (including health, disability and ethnic-origin data on social-housing forms).

Our full data-protection practices are set out in our Privacy Policy.

We are the owner or the licensee of all intellectual property rights in the Platform — including the underlying software, database schema, prompt libraries, AI workflows, legal and messaging templates, PDF designs, and all other content published by us — and in the material published on it. These works are protected by copyright, database right, trade-mark law and other intellectual-property laws and treaties around the world. All such rights are reserved, and no rights are granted to you except those expressly set out in these Terms.

“PropFlow”, “PropFlow AI” and our logos, together with the names of individual Services and their logos, are trademarks of PropFlow AI Ltd. You agree not to display or use our trademarks, in any manner, without our prior written permission.

All copyright, trademarks, design rights, patents and other intellectual-property rights on the Platform are vested in PropFlow. All copyright notices in any original materials must be retained.

Authorised users may use the Service and the materials we publish on it from time to time for their own internal business purposes. For this purpose you may display the materials on screen, download documents and reports provided in downloadable format, and print items that are in PDF format. The Platform may not be modified, disassembled, decompiled or reverse-engineered except to the extent permitted by law. No part of the Platform may be reproduced or republished without our express permission.

Certain Services use AI models (including models supplied by third-party providers such as Anthropic) to generate text, summaries, drafts of messages, triage decisions and recommendations (“AI Output”). You understand and agree that:

• AI Output is generated automatically and may be inaccurate, incomplete or out of date;
• AI Output does not constitute legal, financial, regulatory, surveying, or tenancy advice;
• A human within your organisation — not PropFlow — is responsible for reviewing, approving and sending AI Output before it is relied upon, dispatched to a tenant or tradesperson, or used to make any decision that has legal or similarly significant effects;
• You must not use AI Output in any manner that would cause PropFlow or any third-party model provider to breach their acceptable-use policies.

Materials posted on the Platform — including compliance guidance, AI Output, messaging templates, legal templates, property information and third-party data — are not intended to amount to legal, financial, tax, regulatory, surveying or tenancy advice on which reliance should be placed. You must satisfy yourself as to the accuracy and suitability of any information before acting on it, and take independent professional advice where appropriate. We therefore disclaim all liability and responsibility arising from any reliance placed on such materials by any visitor to the Platform, or by anyone who may be informed of any of its contents.

In all cases where the Platform contains links to other websites and resources provided by third parties (including the EPC register, Companies House, postcodes.io, gov.uk services and third-party payment or messaging providers), these links are provided for your information only and do not represent an endorsement. We have no control over the contents of those websites or resources and make no warranties or assertions as to their content, nor do we have any liability in connection with any of them.

You expressly understand and agree that the use of the Services is at your sole risk. The Services are provided on an “as is” and “as available” basis. Except as expressly set out in these Terms and to the fullest extent permitted by law, we disclaim all warranties of any kind, whether express or implied, including the implied warranties of satisfactory quality, merchantability and fitness for a particular purpose. We make no warranty that the Services will be uninterrupted, timely, secure, or error-free, or that AI Output will be accurate or fit for a particular purpose.

Use of any material downloaded or obtained through the use of the Services is at your own discretion and risk, and you will be solely responsible for any damage to your computer systems, mobile devices or data that results from such use. No advice or information, whether written or oral, obtained by you from us or our staff shall create any warranty not expressly stated in these Terms.

To the extent permitted by law, we, other members of our group of companies and our third-party service providers and suppliers expressly exclude:

• All conditions, warranties and other terms which might otherwise be implied by statute, common law or the law of equity;
• Any liability for any direct, indirect or consequential loss or damage incurred by any user in connection with the Platform, any websites linked to it or any materials posted on it, including, without limitation, any liability for loss of income or revenue, loss of business, loss of profits, loss of contracts or opportunity, loss of anticipated savings, loss of data, loss of goodwill, wasted management or office time, or for any missed compliance deadline or undelivered message, however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.

Nothing in these Terms excludes or limits our liability for death or personal injury arising from our negligence, for fraud or fraudulent misrepresentation, for any breach of the terms implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982, or for any other liability which cannot lawfully be excluded or limited.

Subject to the above, our total aggregate liability to you arising out of or in connection with the Services, whether in contract, tort (including negligence), under statute or otherwise, shall not exceed the total subscription fees actually paid by you to us in the twelve (12) months immediately preceding the event giving rise to the liability.

Because PropFlow is a tool that supports — but does not replace — your own compliance, tenancy-management and right-to-rent obligations, you remain solely responsible for meeting those obligations. We are not liable for any regulatory fine, tenant complaint, missed gas/EICR/EPC deadline or rent-collection failure that arises from your or your users' own acts or omissions.

You must not misuse the Platform by knowingly introducing viruses, trojans, worms, logic bombs, ransomware or other material which is malicious or technologically harmful. You must not attempt to gain unauthorised access to the Platform, the servers on which it is stored, or any server, computer or database connected to it. You must not attack the Platform via a denial-of-service or distributed denial-of-service attack, and you must not attempt to probe, scan or test the vulnerability of any PropFlow system without our prior written permission. In the event of a breach of this provision, your right to use the Platform will cease immediately and we may report the breach to the relevant law-enforcement authorities.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack, viruses or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Platform or to your downloading of any material from it.

We may modify these Terms upon notice to you at any time through a Platform announcement or by sending email to your primary email address. If we make significant changes that materially affect your rights, you will be given at least 30 days' advance notice by email to your primary email address. You may terminate your use of the Services by giving us notice by email within 30 days of being notified of the modified Terms, if those Terms have been modified in a manner that substantially affects your rights in connection with use of the Services. In the event of such termination, you will be entitled to a pro-rated refund of the unused portion of any prepaid fees. Your continued use of the Service after the effective date of any change will be deemed acceptance of the modified Terms.

From time to time we may offer certain Services (including new AI agents, tradesperson-marketplace features or social-housing workflows) as closed or open beta services (“Beta Services”) for the purpose of testing and evaluation. You agree that we have the sole authority and discretion to determine the testing and evaluation period. We will be the sole judge of the success of such testing and the decision, if any, to offer the Beta Services as commercial services. You will be under no obligation to acquire a subscription to use any paid Service as a result of your use of any Beta Service. We reserve the right to fully or partially discontinue, at any time and from time to time, temporarily or permanently, any Beta Service, with or without notice to you. You agree that we will not be liable to you or to any third party for any harm related to, arising out of, or caused by the modification, suspension or discontinuance of any Beta Service.

The Services are available under subscription plans of varying duration, user limits and feature entitlements as published on our pricing page or on your Order Form. Subscription fees are collected via Stripe. Unless you cancel in advance, your subscription (and any trial that converts into a paid subscription) will automatically renew at the end of each billing period at the then-current rate.

To cancel your subscription, sign in to the Platform and use the Billing / Manage Subscription option at least one day before the renewal date. Cancellation takes effect at the end of the current billing period. Except where these Terms expressly provide otherwise, paid fees are non-refundable.

At the time of automatic renewal, the subscription fee will be charged to the payment method on file with Stripe. If payment fails, we will attempt to collect payment in accordance with our and Stripe's retry policies; if payment remains unpaid, we may downgrade, suspend or terminate your account.

Any amounts invoiced must be paid within 14 days of the invoice date. We reserve the right to charge interest on overdue accounts at 4% above the Bank of England base rate, or at the rate set by the Late Payment of Commercial Debts (Interest) Act 1998 where that Act applies. An administration charge of £40 may be applied to any account that remains unpaid for 28 days.

From time to time we may change the price of any Service, or begin charging for a Service that is currently free. Any increase in subscription fees will not apply until the start of your next billing cycle, and we will give you at least 30 days' notice.

Prices are exclusive of VAT. VAT will be added at the applicable rate once PropFlow AI Ltd becomes VAT-registered, with 30 days' written notice.

Vouchers, referral credits and promotional codes (where offered) are subject to additional terms notified at the time of issue, are non-transferable, have no cash value and may be withdrawn by us where they have been obtained through fraud or error.

You need to sign up for a user account by providing all required information in order to access or use the Services. If you represent an organisation and wish to use the Services for internal business use, we recommend that you and all other users from your organisation sign up using your corporate contact details, including your corporate email address and a mobile number in international (E.164) format.

You agree to: (a) provide true, accurate, current and complete information about yourself and your organisation as prompted by the sign-up process, including where applicable company registration details, VAT number (if registered), and property and tenancy details; and (b) maintain and promptly update that information to keep it true, accurate, current and complete. If you provide any information that is untrue, inaccurate, out of date or incomplete, or if we have reasonable grounds to suspect that any information is untrue, inaccurate, out of date or incomplete (including as a result of our cross-organisation duplicate-detection and anti-fraud checks), we may terminate your account and refuse current or future use of any or all of the Services.

The Service may include certain communications from us, such as service announcements, billing notifications, security alerts and administrative messages. You understand that these communications shall be considered part of using the Services and you cannot opt out of them.

Marketing emails and newsletters are separate, and you may opt out at any time via the unsubscribe link in any marketing email or via your account settings.

Many of the Platform's core features — such as tenancy onboarding, compliance reminders, application updates and tradesperson dispatch — operate by sending WhatsApp messages, SMS messages and emails to tenants, applicants, tradespeople and other third parties on your behalf, via Twilio, Resend and similar providers. You warrant that you have all necessary consents and lawful bases to send those communications, and you authorise PropFlow to send them on your instructions. You agree to comply with all applicable communications and marketing laws (including the Privacy and Electronic Communications Regulations 2003 and the WhatsApp Business and Twilio acceptable-use policies) when using these features.

In addition to all other terms and conditions of this agreement, you shall not:

• Transfer, distribute or otherwise make any part or parts of the Platform or the Services available to any third party;
• Provide any service based on the Services without our prior written permission;
• Use third-party links without agreeing to the relevant website's terms and conditions;
• Post links to third-party sites, or use their logo, company name or trademarks, without their prior written permission;
• Publish any personal or confidential information belonging to any person or entity without having obtained the necessary lawful basis, consent and, where required, notice from or to that person or entity;
• Use the Services in any manner that could damage, disable, overburden, impair or harm any server, network, computer system or resource belonging to us or our suppliers;
• Use the AI features to generate content that is unlawful, defamatory, discriminatory, harassing, deceptive, or that infringes third-party rights;
• Violate any applicable local, regional, national or international law or regulation; or
• Create a false identity to mislead any person as to the identity or origin of any communication.

We reserve the right to terminate unpaid or inactive user accounts. In the event of such termination, all Customer Data associated with the account may be deleted. Where practical we will provide prior notice of termination and an opportunity to export or back up your data. Activity in one part of the Service is not necessarily sufficient to keep another part of the Service active.

For individuals who register as tenants on the Platform but do not submit an application within 6 months, we may automatically delete the account and associated profile data, in line with our Privacy Policy.

You agree to indemnify and hold harmless PropFlow AI Ltd, its officers, directors, employees, suppliers, contractors and affiliates, from and against any losses, damages, regulatory fines, settlements, claims and expenses (including reasonable legal fees and costs) arising out of or relating to: (i) your or your users' use of the Services in violation of another party's rights; (ii) your breach of any applicable law or regulation (including UK GDPR, PECR, right-to-rent legislation and tenancy law); (iii) your breach of these Terms or of the policies of any third-party provider (Twilio, WhatsApp, Stripe, Anthropic, Resend) made available through the Platform; (iv) any inaccurate, unlawful or infringing Customer Data that you upload or transmit; or (v) any other claim related to your use of the Services, except to the extent such use is authorised by us or such claim is directly caused by our breach of these Terms.

We may suspend your user account, your organisation account or temporarily disable access to the whole or part of any Service in the event of any suspected illegal or fraudulent activity, extended periods of inactivity, accounts overdue for more than 28 days, reasonable suspicion of compromise of your credentials, requests by law enforcement or other government agencies, or where we believe such action is necessary to protect the Platform, other users or data subjects.

We also reserve the right to terminate your account and deny the Services upon reasonable belief that you have materially violated these Terms and, where applicable, have failed to remedy the breach within a reasonable time following our notice. We may terminate access to any Beta Service at any time in the event of technical issues or discontinuation of the Beta.

You have the right to terminate your account at any time via your account settings or by contacting support@propflow.ai. You also have the right to terminate your account for cause if we materially breach our obligations under these Terms and fail to remedy the breach within 30 days of written notice; in such event you will be entitled to a pro-rated refund of any prepaid fees.

Termination of your account will include denial of access to all Services and, after a reasonable export window, deletion of information in your account such as your email address, password and Customer Data, subject to any retention obligations set out in our Privacy Policy or required by law.

The English courts will have exclusive jurisdiction over any claim arising from, or related to, your use of the Platform, although we retain the right to bring proceedings against you for breach of these Terms in your country of residence or any other relevant country. These Terms of Use and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.

For support, legal notices and any questions about these Terms, please contact us at:

• Email: support@propflow.ai (general support) / legal@propflow.ai (legal notices) / privacy@propflow.ai (data protection)
• Postal address: PropFlow AI Ltd, [REGISTERED ADDRESS TO BE INSERTED]