Terms & conditions

TenantProof is operated by Northwind Labs Ltd. These terms are a contract between you and the operator when you create an account or buy a Dispute Pack.

TenantProof is a self-help record-keeping tool for private renters in England. It helps you store and organise your own tenancy records and points you to free, official routes.

TenantProof does not provide legal advice, does not assess the merits or value of any claim, does not act on your behalf, does not contact your landlord or agent, and does not conduct or file any court or tribunal proceedings. Template letters are starting points that you complete, review and send yourself. Nothing in the app guarantees the outcome of any dispute. For advice on your situation, contact Shelter, Citizens Advice, or a solicitor.

You're responsible for keeping your login secure and for the accuracy of what you upload. You must only upload material you have the right to hold, and must not use the service unlawfully (including uploading content that is defamatory or infringes others' rights). We may suspend accounts used abusively.

TenantProof offers optional one-off purchases for a single tenancy: the Dispute Pack (£12.00) is an enhanced PDF bundle with pre-filled template letters, and the Whole-Tenancy Bundle (£19.00) adds a move-in vs move-out photo comparison, where the tenancy has both a move-in and a move-out report. Either pack can be re-downloaded at any time at no further cost. Both are digital content, priced including any applicable taxes. Neither is a subscription and neither renews.

Cancellation & the 14-day right. Because a pack is digital content delivered immediately, you'll be asked at checkout to expressly consent to immediate delivery and to acknowledge that you lose your 14-day right to cancel under the Consumer Contracts Regulations 2013 once the pack is generated.

Refunds. Your statutory rights under the Consumer Rights Act 2015 apply if the content is faulty, which can include a repair or replacement and, in some cases, a price reduction or refund. On top of those, we offer a goodwill policy: if a pack wasn't useful to you, email privacy@tenantproof.co.uk within 14 days of purchase and we'll refund it. A refund never requires you to have won or lost any dispute.

Your records belong to you. You can export or permanently delete them at any time from your account. How we handle personal data is set out in the privacy policy, which forms part of these terms.

We aim to keep the service available but don't guarantee uninterrupted access. Keep your own copies of anything critical, the export exists precisely so you can. We may change or withdraw features with reasonable notice; if we ever discontinued the service we would give you a reasonable period to export your records.

Nothing in these terms limits liability that cannot be limited by law (including for death or personal injury caused by negligence, or fraud). Subject to that:

• We are not liable for the outcome of any dispute, adjudication, or proceedings, or for decisions you make based on your own records or the template letters you choose to send.
• We are not liable for losses that were not foreseeable when you started using the service, or that were not caused by our breach.
• Our total liability to you is limited to the greater of £100 or the amounts you paid us in the 12 months before the claim.

If something about TenantProof has gone wrong, tell us and we will try to put it right. This applies whether or not you have paid us anything.

How to complain. Email hello@tenantproof.co.uk with "Complaint" in the subject line, or write to Northwind Labs Ltd, 82a James Carter Road, Mildenhall, Suffolk, IP28 7DE. Tell us the email address on your account, what happened and roughly when, and what you would like us to do. We do not run a telephone helpline, so email reaches us fastest.

What happens next. We will acknowledge your complaint within five working days, and send a written response within 28 days setting out what we found and what we are doing about it. If it needs longer, we will write to you before the 28 days are up, explain why, and give you a date. TenantProof is run by one person, and these timescales are set at what one person can keep to.

A refund is simpler than a complaint. If a pack was not useful to you, you do not need this procedure. Email us within 14 days of purchase, as set out in section 4, and we will refund it.

If we cannot resolve it between us. We are not currently a member of an alternative dispute resolution (ADR) scheme, so we cannot refer your complaint to one. That is a statement of where we are, not a limit on your rights: you keep every right you have under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you can get free independent advice from Citizens Advice, and you can bring a claim in the county court. If you paid by card you may also be able to ask your card provider about a chargeback.

Complaints about how we handle your personal data are covered in the privacy policy, and you can also complain directly to the Information Commissioner's Office.

We may update these terms; material changes will be flagged in the app, and the "last reviewed" date above always reflects the current version. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction, nothing in this clause removes protections you have as a consumer.

Questions: privacy@tenantproof.co.uk.