Tenarize ("we", "us", "our") provides property-management software for private landlords in England, used by both landlords and their tenants (together, "you" or a "user"). By creating an account, or by using a tenant portal account created for you, you agree to these Terms of Service ("Terms"). If you don't agree, don't use the Service. These Terms incorporate our Privacy Policy and, for landlords, our Data Processing Agreement by reference — accepting these Terms means you also accept both.

Tenarize is a workflow and record-keeping tool that helps a landlord track property compliance (right to rent, gas safety, EPC, deposit protection, licensing and similar), generate and manage tenancy agreements, collect rent, and communicate with tenants through a shared portal. Tenarize is not a letting or managing agent, is not a firm of solicitors or other regulated professional adviser, and does not itself carry out any of the checks, inspections, or certifications the Service tracks. England-only scope: the Service's compliance content reflects the law of England only and is not suitable for lettings in Scotland, Wales, or Northern Ireland.

A landlord account is created directly by the landlord. A tenant account is created by redeeming an invite issued by the landlord's own account, and exists to give that tenant visibility of, and the ability to act on, their own tenancy. You must provide accurate information when creating or maintaining your account, keep your login credentials confidential, and are responsible for activity carried out under your account.

You agree not to, and not to permit anyone else to, when using the Service:

• use it for any unlawful, fraudulent, or malicious purpose;
• access, or attempt to access, another user's account, data, or documents without authorisation;
• upload content that is unlawful, defamatory, or that infringes anyone's intellectual property or other rights;
• attempt to circumvent, disable, or manipulate the compliance/vetting workflow to misrepresent a property's or tenancy's actual compliance status;
• reverse engineer, decompile, scrape, or attempt to extract the underlying source code, models, or non-public data of the Service; or
• interfere with or disrupt the Service, or introduce any virus, malware, or similar harmful code.

We may suspend or terminate an account that we reasonably believe breaches this section, with or without notice depending on severity.

Landlord accounts are billed on a subscription basis via our payment provider, Stripe, according to the tier and pricing shown on our Pricing page and confirmed at checkout, including any trial terms, tier limits, and overage pricing disclosed there. Subscriptions renew automatically until cancelled. Tenant portal access itself carries no separate fee.

Where a landlord uses the Service to collect rent from a tenant, payment is processed by Stripe, an authorised payment institution. The rent charge is created directly on the landlord's own Stripe account, and the landlord is the merchant of record for it. Funds are held by Stripe throughout and never pass through any account belonging to Tenarize: at no point is rent paid into, or held in, an account operated by Tenarize, and Tenarize does not hold client money.

Because the payment is the landlord's own, Stripe charges its processing fee to the landlord's account directly, and any adjustment Stripe makes after a payment has settled — in particular a reversal under the Direct Debit Guarantee — is applied to that same account. Section 7 explains what that means in practice.

Tenarize is not a payment institution and is not itself authorised or regulated by the Financial Conduct Authority in respect of these payments. Bacs Direct Debit collections are covered by the standard Bacs Direct Debit Guarantee provided by the tenant's own bank.

Under the Direct Debit Guarantee, a tenant may instruct their bank to reverse a Bacs Direct Debit payment. There is no time limit on that right, the decision rests with the tenant's bank alone, and it cannot be appealed by you or by us.

Rent is collected directly into your own Stripe account, so a reversed payment is taken back out of that account by the tenant's bank. It does not pass through Tenarize, and we do not recover it from you: you will never owe Tenarize anything as a result of a reversal, and we will never withhold any part of your rent to cover one.

A reversal can be for more than the balance held in your Stripe account at the time — rent is paid out to your bank account as it arrives, so that balance is often low or nil. Where that happens, your Stripe account is left with a negative balance, and Stripe may recover the shortfall by debiting the bank account you linked to receive payouts. We enable that setting on your account so a shortfall is settled against the same bank account the rent was paid into, rather than left outstanding. The debit is made by Stripe against your own account under your Stripe Connected Account Agreement; it is not a payment to Tenarize, and nothing in it is owed to us.

We will email you whenever a reversal occurs, telling you the amount and the tenancy it relates to.

A reversed payment means the rent for the relevant period is unpaid again. Recovering that rent from your tenant is a matter between you and your tenant. Tenarize is not a party to your tenancy and takes no role in it.

The same applies to any refund you choose to issue to a tenant: the refunded amount, and any payment-processing fees associated with the original payment or the refund, are your liability.

Nothing in this section affects your tenant's rights under the Direct Debit Guarantee or any other right they have that cannot lawfully be excluded.

The Service is provided "as is" and "as available", as a record-keeping and workflow tool only. It is not a substitute for legal, tax, financial, insurance, or other professional advice. To the fullest extent permitted by law, we give no warranty that the Service, or any document it generates, is accurate, complete, up to date, or fit for your specific circumstances, and no warranty that it will be uninterrupted, secure, or error-free.

Tenancy agreements, compliance checklists, and any other document the Service generates are produced from a template and the details you enter. They are informational aids only, are not reviewed by a solicitor for your specific tenancy, and are used entirely at your own risk. Every generated tenancy agreement carries this same disclaimer at the point you review or sign it. You remain solely responsible for your own compliance with the law regardless of what the Service shows, suggests, or generates, and we recommend independent legal advice for any tenancy or circumstance with unusual features.

Tenarize is not responsible or liable for how any landlord or tenant uses the Service, including any unlawful, fraudulent, or malicious use by a user or by anyone a user invites onto the platform (for example a landlord inviting a tenant, or a tenant sharing their own login), or for the accuracy of content one user submits about another (vetting notes, uploaded documents, messages, or maintenance reports). Each user is solely responsible for their own use of the Service, for the accuracy of what they submit, and for their own compliance with the law.

You agree to indemnify and hold harmless Tenarize and its officers, directors, and employees against any claim, loss, damage, or liability (including reasonable legal costs) arising from: (a) your use or misuse of the Service; (b) your breach of these Terms or of any applicable law; or (c) any document generated through the Service being legally incorrect, incomplete, or otherwise causing loss to you or a third party, save to the extent that loss was caused by our own breach of these Terms.

Nothing in these Terms limits or excludes liability that cannot lawfully be limited or excluded, including for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for any right a tenant has as a consumer under the Consumer Rights Act 2015 that cannot be excluded by agreement.

Subject to that, to the fullest extent permitted by law: we exclude all liability for indirect, consequential, or special loss, and for any loss connected to the legal accuracy of a generated document or to any user's (or another user's) conduct; our total liability to you for any other claim arising from these Terms or your use of the Service is capped at the total fees you paid us in the 6 months before the claim arose; and we are not liable for any failure, interruption, error, or loss arising from a third-party service we rely on to provide the Service — including Stripe, BoldSign, Google Maps Platform, Resend, Cloudflare, and Render — since none of these are within our control.

You may stop using the Service at any time; a landlord can delete their account once every property has been removed, and either a landlord or tenant can request deletion of a tenancy or property, subject to the retention/notice periods described in our Privacy Policy (compliance and vetting records are kept while a landlord's account exists; a requested deletion is carried out after the notice period shown in the app, giving the other party a chance to download their documents first). We may suspend or terminate an account for a breach of section 4 (Acceptable use) or non-payment of fees.

We may update these Terms from time to time, for example to reflect a change in the law or in how the Service works. Where a change is material, we will ask you to re-accept the current version before you can continue using the Service.

These Terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.

Questions about these Terms: info@tenarize.com.