Terms of Service

1. Introduction

These Terms of Service govern your use of the TenantTalk UK software platform. By registering an account, connecting properties, or using the messaging service, you agree to be bound by these terms.

2. Description of Service

TenantTalk provides SMS-based property management communication infrastructure for UK landlords and letting agents. TenantTalk operates two central numbers: a Management Number (for bilateral communications between agency staff and tenants) and a Tenant Chat Number (for resident housemate coordination), with messages intelligently routed to and from the correct property behind the scenes. Subscriptions are billed per Property on a monthly basis.

TenantTalk is an operational management communication utility and is strictly not an emergency communication platform. It must not be used for life-critical or emergency (999/112) reporting.

3. Pricing, Subscriptions, Add-ons and VAT

TenantTalk operates on a transparent monthly self-serve subscription model billed per active Property.

• Standard Property Subscription: £10 per property per month.
• Promotional First Month: The first property registered to an account is billed at £1 for its first month at checkout. Following the promotional first month, the subscription automatically renews at the standard rate of £10 per property per month on each subsequent monthly renewal date.
• Additional Properties: Any additional properties added to an account are billed at the standard rate of £10 per property per month, prorated immediately by Stripe for the remainder of the active billing period.
• Smart Auto-Translation Add-on: An optional agency-wide add-on is available for £10 per month, enabling real-time bidirectional translation powered by Google Gemini across all managed properties and resident communications.
• VAT Treatment: All prices are quoted in GBP (£) as payable. TenantTalk does not add VAT to these charges (no VAT applicable).

4. SMS Credits, 80/20 Guardrails and Top-Ups

Each active Property subscription includes an allocation of 100 outbound SMS credits per monthly billing cycle. Unused monthly included credits expire at the end of each billing cycle and do not roll over.

• SMS Usage Calculation: 1 SMS credit covers 1 outbound message segment to a single recipient (up to 160 characters in standard GSM-7 encoding, or up to 70 characters if containing Unicode characters or emojis). Messages exceeding standard segment lengths consume 1 credit per segment.
• Tenant Chat & Broadcasts: In shared Tenant Chat or multi-tenant Broadcasts, each message transmitted consumes 1 SMS credit per recipient per message segment.
• Free Inbound SMS: Incoming SMS messages sent by tenants to TenantTalk property numbers are free of charge and do not consume credits.
• 80/20 Fair-Use Guardrail: To ensure agencies always maintain the ability to send urgent operational notices, resident chat is automatically capped at 80% (80 credits) of the monthly allocation. The remaining 20% (20 credits) is strictly reserved for management broadcasts and agency updates.
• Hard-Stop Overdraft Protection: When a property reaches 100% of its credit allowance, outbound messaging is safely paused to prevent unexpected debt or runaway overage fees.
• Instant Top-Up Packs: Additional SMS credits can be purchased at any time directly through the Billing dashboard via Stripe Checkout at £7.00 per 100 SMS credits (£0.07 per SMS). Purchased top-up credits do not expire at monthly renewal dates.

5. Cancellation and Account Downgrade

You may cancel your subscription at any time via your management dashboard or through the secure Stripe Customer Billing Portal. Upon cancellation:

• You will not be billed again for future recurring periods.
• Your account and property numbers remain fully active until the end of your current prepaid monthly billing period.
• Upon billing expiry, outbound services are suspended and property numbers are queued for release.
• There are no cancellation fees, setup charges, or exit penalties.

6. Operational Records, Audits and Data Access

TenantTalk maintains timestamped transmission records of bilateral management messages for dispute prevention and compliance. Letting agents and landlords may review communication histories and export formal audit records via Access Requests in the management portal. TenantTalk is an operational communication utility and does not provide judicial certification or tamper-evident cryptography.

7. Acceptable Use and Non-Emergency Status

You agree not to use TenantTalk to transmit unsolicited marketing (spam), unlawful harassment, abusive content, or misleading messages. TenantTalk must never be relied upon for emergencies; tenants must always contact 999 or 112 directly for emergency services.

8. Governing Law

These terms are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.