Terms of Service

HMO Assistant, provided by BMP LETTING LTD Last updated: 9 August 2026 · Version: 1.0 (draft — not yet reviewed by a solicitor)

1. Who these terms are between

These terms are between BMP LETTING LTD (company number 11903781, registered at 1 Nant Fawr Court, Heol Esgyn, Cardiff, CF23 6JY) and the landlord or property business subscribing to HMO Assistant ("you"). By using the service you accept them.

You must be 18 or over and acting in the course of a business (letting property is a business activity). The service is not offered to consumers, and consumer cancellation rights do not apply.

2. What the service does

HMO Assistant is a WhatsApp-based assistant that:

• receives maintenance reports from your tenants and collects the details;
• assesses urgency and suggests the trade required;
• contacts contractors you nominate, gathers quotes and availability, and relays them to you;
• notifies your tenants of progress;
• tracks compliance dates and reminds you before they expire;
• records tenancies and rent, and — if you connect a bank — reconciles incoming payments;
• handles room enquiries and helps you screen applicants;
• drafts documents and answers questions about landlord obligations.

3. Your account and your responsibilities

You are responsible for:

• the accuracy of the property, tenant, contractor and rent data you give us;
• telling your tenants, applicants and contractors that their data is processed through a service like ours, and having a lawful basis for it;
• your own legal duties as a landlord — licensing, safety certificates, deposit protection, tenancy paperwork, and responding to hazards;
• every decision you make, including approving work and spending;
• keeping access to your WhatsApp number secure. Anyone messaging from your registered number is treated as you.

You must not use the service to harass anyone, to discriminate unlawfully, or to send messages that break WhatsApp's or Meta's policies.

4. AI, and what it means for you

The assistant uses artificial intelligence to understand messages, classify urgency and draft replies. AI can make mistakes. Specifically, and importantly:

• Urgency classification is an aid, not a safety system. It may misjudge a serious hazard.
• Legal and compliance answers are general guidance, not legal advice. Verify anything that matters with a solicitor, Rent Smart Wales, or your local authority.
• Drafted documents are starting points. Check every one before you use or serve it.
• Rent reconciliation depends on payment references. A payment can be missed or mis-attributed; check before you act on an apparent non-payment.

You remain responsible for emergencies. The service is not an emergency service and must not be relied on as one. Gas leaks, fire, flooding and threats to safety must go to the emergency services (999) and the National Gas Emergency line (0800 111 999). We do not guarantee any message is read or acted on within any period.

5. What the service is not

It is not: a letting agent, a property manager, a legal adviser, an insurer, a payment service, a deposit-protection scheme, an out-of-hours emergency service, or a substitute for your own judgement. We are not a party to any tenancy or any contract with your contractors.

Money. We never hold, receive or move your money or your tenants' money. Where a bank is connected, access is read-only. Where Direct Debit collection is enabled, it is operated by GoCardless under your own agreement with them.

6. Fees

Fees are as shown on your subscription at sign-up, billed monthly in advance by Stripe. Prices exclude VAT, which is added where applicable. We may change prices on 30 days' notice; if you do not accept the change you may cancel before it takes effect. Fees already paid are non-refundable except where the law requires otherwise.

Late or failed payment. If payment fails we may suspend the service after notifying you. During suspension your tenants' messages will not be handled — so keep payment details current.

7. Availability

We aim for high availability but do not guarantee uninterrupted service. It depends on third parties we do not control — WhatsApp/Meta, Twilio, Airtable, AWS and your bank. We may take the service down for maintenance, ordinarily with notice. We are not liable for a failure caused by any of those providers, or by WhatsApp suspending or restricting messaging.

8. Liability

Nothing here limits liability for death or personal injury caused by our negligence, for fraud, or for anything that cannot lawfully be limited.

Subject to that:

• We are not liable for indirect or consequential loss, loss of profit, loss of rent, loss of business or reputation, or loss of data.
• We are not liable for the outcome of any decision you take using the service, including relying on an urgency classification, a drafted document, a compliance reminder, or a rent reconciliation.
• We are not liable for the acts or omissions of contractors or tenants, whom you select and instruct.
• Our total liability in any 12-month period is capped at the fees you paid us in the 12 months before the claim (or £100 if greater is not agreed).

You agree to indemnify us against claims brought by your tenants, applicants or contractors arising from your own breach of these terms or your own legal duties as a landlord.

9. Data protection

Where we process your tenants', applicants' and contractors' personal data, you are the controller and we are your processor. Schedule 1 (Data Processing Agreement) applies. Our Privacy Policy explains what we collect and why.

10. Term and cancellation

Rolling monthly. Either party may cancel with 30 days' notice, effective at the end of the current billing period. We may suspend or end the service immediately if you breach these terms, use it unlawfully, or put our WhatsApp Business account at risk.

On cancellation you may request an export of your data within 30 days. We then delete it per the retention periods in the Privacy Policy.

11. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction. If any clause is unenforceable the rest stands. We may transfer these terms to a buyer of the business; you may not transfer without our consent.

Schedule 1 — Data Processing Agreement

Subject matter: processing personal data to run the maintenance, compliance, tenancy and rent functions of HMO Assistant. Duration: the term of the subscription plus the retention periods in the Privacy Policy. Nature and purpose: receiving, storing, analysing and relaying messages and records. Types of data: names, phone numbers, email addresses, property and room details, message content, photographs/videos of maintenance issues, tenancy and rent details, applicant enquiry information. Data subjects: the landlord's tenants, applicants, guarantors and contractors.

We will:

• process personal data only on your documented instructions (using the service is an instruction);
• ensure people authorised to process it are bound by confidentiality;
• apply appropriate technical and organisational security measures (Privacy Policy, clause 7);
• not engage a new sub-processor without giving you notice and the chance to object;
• help you respond to data-subject requests and to your obligations on security, breach notification and impact assessments;
• delete or return the data at the end of the contract, except where the law requires retention;
• make available the information needed to demonstrate compliance and allow audits on reasonable notice.

Sub-processors: as listed in the Privacy Policy, clause 4.

International transfers: where a sub-processor is outside the UK we rely on the UK IDTA, the UK Addendum to the EU SCCs, or an adequacy decision.