Terms and Conditions

These Terms and Conditions (“Terms”) govern your access to and use of the Lettle.co platform (“Platform”), including all websites, mobile applications and related services provided by Urban Nests Ltd (“we”, “us”, “our”).

Lettle.co is a trading style of Urban Nests Ltd, a company registered in England and Wales under Company No. 12230092. Our ICO registration number is ZB423979. You can contact us at hello@lettle.co.

By creating an account or using the Platform you confirm that you have read, understood and agree to be bound by these Terms. If you do not agree, you must not use the Platform.

The Platform is a software-as-a-service (“SaaS”) tool designed to help landlords manage their rental properties, help tenants interact with their landlord and home, and help tradespeople receive and manage maintenance jobs.

The Platform does not act as a landlord, letting agent, estate agent, property manager, or intermediary. We do not enter into tenancy agreements, collect rent, hold deposits (except by facilitating connections to authorised deposit schemes), or provide legal, financial or tax advice.

Any compliance tools, templates, document generators or guidance provided through the Platform are for informational purposes only and do not constitute legal advice. You remain solely responsible for ensuring that your actions comply with all applicable laws and regulations, including (without limitation) the Housing Act 1988, the Renters' Rights Act 2025, the Tenant Fees Act 2019 and all associated secondary legislation.

To use the Platform you must create an account by providing accurate and complete information. You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account.

You must be at least 18 years old to register. By creating an account you represent and warrant that you are 18 or over.

You must notify us immediately at hello@lettle.co if you become aware of any unauthorised use of your account.

A single account may hold multiple roles (landlord, tenant and/or trade). You may switch between roles within the same account. Each role is subject to the responsibilities set out in these Terms.

All users of the Platform agree to:

• Provide accurate, current and complete information during registration and at all times when using the Platform.
• Keep login credentials secure and not share them with any third party.
• Use the Platform only for its intended purpose and in accordance with these Terms and all applicable laws.
• Not upload, transmit or store any content that is unlawful, defamatory, fraudulent, threatening, abusive or that infringes any third-party rights.
• Not attempt to gain unauthorised access to any part of the Platform, other users' accounts, or any systems or networks connected to the Platform.
• Not use the Platform to send unsolicited communications or for any purpose unrelated to the management, letting or maintenance of residential property.
• Comply with all applicable data protection legislation when handling personal data of other users obtained through the Platform.

If you use the Platform as a landlord, you additionally acknowledge and agree that:

• You are solely responsible for compliance with all landlord obligations under applicable legislation, including (without limitation) the Housing Act 1988, the Renters' Rights Act 2025, the Landlord and Tenant Act 1985, the Gas Safety (Installation and Use) Regulations 1998, the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020, and the Energy Performance of Buildings (England and Wales) Regulations 2012.
• The Platform provides tools and reminders to assist with compliance, but does not guarantee compliance. You must independently verify that all legal requirements are met.
• You are responsible for the accuracy and validity of all documents, certificates and information you upload to the Platform.
• You are the data controller in respect of any tenant personal data you process through the Platform. You must have an appropriate lawful basis for processing such data and must comply with the UK General Data Protection Regulation (“UK GDPR”) and the Data Protection Act 2018.
• You are responsible for registering with the Information Commissioner's Office (“ICO”) where required and for serving appropriate privacy notices on your tenants.
• You are responsible for protecting tenancy deposits in an authorised tenancy deposit scheme and for serving prescribed information within the required timeframes.
• Any tenancy agreements generated or stored through the Platform remain your legal documents. We do not warrant that template agreements are suitable for your specific circumstances and we recommend you obtain independent legal advice.

If you use the Platform as a tenant (including applicant or prospective tenant), you additionally acknowledge and agree that:

• You will provide accurate and truthful information in any tenancy application, including identity documents, proof of income and references.
• You understand that providing false or misleading information in an application may constitute fraud and may result in the immediate termination of your account and any tenancy offer.
• Documents shared with you through the Platform (such as tenancy agreements, pre-contract packs and statutory packs) are served by your landlord, not by us.
• You are responsible for reading and understanding documents served to you and for seeking independent legal advice where necessary.
• Maintenance issues reported through the Platform are reported to your landlord. We do not undertake any maintenance or repair obligations.
• Your use of any property search, shortlisting or application features does not create any tenancy or contractual relationship with any landlord until a tenancy agreement has been entered into.

If you use the Platform as a tradesperson or trade business, you additionally acknowledge and agree that:

• You are responsible for holding all necessary qualifications, certifications, licences and insurance required to carry out the work you undertake.
• You will carry out work to a professional standard and in accordance with all applicable regulations, industry standards and codes of practice.
• Any contractual relationship for work is between you and the landlord (or other instructing party). We are not a party to any such contract and accept no liability for the quality, timeliness or outcome of any work.
• Information you provide about your qualifications, certifications and trade memberships must be accurate and current. You must update this information promptly if it changes.
• If you subscribe to a paid Trusted Trader listing or any other paid feature, the applicable fees and terms are as set out at the time of subscription. Fees are non-refundable except where required by law.
• Reviews and ratings provided by landlords and tenants reflect their personal experience. We do not verify or endorse reviews, but we reserve the right to remove content that breaches these Terms.

Access to the Platform is currently free for landlords and tenants. Certain features or services may be subject to fees, which will be clearly communicated to you before you incur any charge.

Tradespeople may subscribe to optional paid features, including the Trusted Trader listing. The applicable fees, billing frequency and terms will be displayed at the point of purchase.

We reserve the right to introduce, modify or discontinue fees for any part of the Platform at any time, provided that we give you reasonable notice of any changes that affect your existing subscription.

All fees are inclusive of VAT where applicable. Payments are processed by our third-party payment provider. We do not store your full payment card details.

All intellectual property rights in the Platform, including (without limitation) its design, code, branding, logos, text and graphics, are owned by Urban Nests Ltd or our licensors. You are granted a limited, non-exclusive, non-transferable, revocable licence to use the Platform for its intended purpose in accordance with these Terms.

You retain ownership of any content you upload to the Platform (such as documents, photographs and messages). By uploading content you grant us a non-exclusive, royalty-free licence to store, process, display and transmit that content as necessary to provide the Platform's services.

You must not copy, reproduce, modify, distribute, reverse engineer or create derivative works from any part of the Platform without our prior written consent.

We will use reasonable endeavours to keep the Platform available, but we do not guarantee uninterrupted or error-free access. The Platform may be temporarily unavailable due to maintenance, updates or circumstances beyond our reasonable control.

We do not warrant that the Platform is free from viruses, bugs or other harmful components, although we take reasonable steps to maintain security.

Support is available by contacting us at hello@lettle.co or via the support page.

To the fullest extent permitted by law:

• The Platform is provided “as is” and “as available” without warranties of any kind, whether express or implied, including (without limitation) implied warranties of merchantability, fitness for a particular purpose and non-infringement.
• We shall not be liable for any indirect, incidental, special, consequential or punitive damages, including (without limitation) loss of profits, loss of data, loss of business or loss of opportunity, arising out of or in connection with your use of (or inability to use) the Platform.
• Our total aggregate liability to you for any claims arising out of or in connection with these Terms or your use of the Platform shall not exceed the greater of (a) the total fees you have paid to us in the 12 months preceding the claim, or (b) one hundred pounds sterling (£100).
• We are not liable for the acts or omissions of any landlord, tenant, tradesperson or other user of the Platform.
• We are not liable for the accuracy, completeness or legality of any content uploaded by users, including (without limitation) certificates, tenancy agreements, applications and reviews.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.

We process personal data in accordance with the UK GDPR and the Data Protection Act 2018. Full details of how we collect, use, store and share your personal data are set out in our Privacy Notice.

Where a landlord uses the Platform to process tenant personal data, the landlord is the data controller and we act as a data processor on their behalf. The terms governing that processing relationship are set out in our Data Processing Agreement, which forms part of these Terms.

Our use of cookies and similar technologies is explained in our Cookie Policy.

You may close your account at any time by contacting us at hello@lettle.co or by using the account deletion feature within the Platform. Upon account closure we will delete or anonymise your personal data in accordance with our Privacy Notice, subject to any legal retention obligations.

We may suspend or terminate your account immediately if:

• You breach any provision of these Terms.
• We reasonably suspect fraudulent, illegal or abusive activity on your account.
• You fail to pay any applicable fees when due.
• Continued provision of the Platform to you would, in our reasonable opinion, expose us to legal or regulatory risk.

Termination does not affect any rights or obligations that have accrued before the date of termination. Clauses that by their nature should survive termination (including, without limitation, intellectual property, limitation of liability and governing law) shall continue in force.

We may update these Terms from time to time. Where changes are material, we will notify you by email or by displaying a prominent notice on the Platform at least 30 days before the changes take effect.

Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the updated Terms. If you do not agree to the updated Terms, you must stop using the Platform and close your account.

If you have a dispute relating to these Terms or your use of the Platform, we encourage you to contact us first at hello@lettle.co so that we can attempt to resolve the matter informally.

If we are unable to resolve the dispute informally within 30 days of your initial complaint, either party may pursue formal legal proceedings in accordance with clause 16.

Nothing in this clause prevents either party from seeking urgent injunctive or equitable relief from a court of competent jurisdiction.

These Terms are governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms. If you are a consumer, you may also bring proceedings in the courts of the country in which you are domiciled.

Entire agreement. These Terms, together with our Privacy Notice and Cookie Policy, constitute the entire agreement between you and us regarding your use of the Platform.

Severability. If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver. No failure or delay by us in exercising any right or remedy under these Terms shall constitute a waiver of that right or remedy.

Assignment. You may not assign or transfer your rights or obligations under these Terms without our prior written consent. We may assign our rights and obligations without your consent, provided that such assignment does not materially diminish your rights.

Third-party rights. These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.

If you have any questions about these Terms, please contact us:

• By email: hello@lettle.co
• By post: Urban Nests Ltd, registered in England and Wales, Company No. 12230092