The agreement, in plain English.

Last updated 6 October 2026

About these terms

These terms are an agreement between you and Bright Web Limited (“we”, “us”). You accept them, together with the data processing terms, when you create an organisation in Latchkey. If you accept them for a company or partnership, you confirm you can bind it, and “you” means that business.

Latchkey is for people who let property as a business, whether that is one flat or a portfolio. By signing up you confirm you are using it for your lettings business.

What Latchkey is

Latchkey is software for managing rented property in England and Wales: a landlord app, a tenant app for your tenants, and this website. Some connections to other services are marked Coming soon in the app; what’s connected lists them.

What it is not

It is not legal, tax or financial advice. It applies the rules carefully and refuses some things the law doesn’t allow, but it doesn’t replace a solicitor or an accountant. Decisions about a possession notice, a rent increase, a tax position or a deposit deduction are yours. Latchkey doesn’t protect deposits itself; a deposit is protected with a government approved scheme. Figures prepared for HMRC are yours to check before they are sent.

Your account and team

• Keep access to your email inbox and your passkeys to yourself, because they sign you in.
• Give each person on your team their own login with the right role. You are responsible for what your team does in your account.
• Keep your details accurate, including your business name and the address tenants can serve notices on.
• Tell us straight away if you think someone has got into your account.

Tenants and others you invite

The tenant app is free for your tenants. When you put tenants’, applicants’, guarantors’ or owners’ details into Latchkey, or invite them in, you confirm you are allowed to, and that you have told them how their data is used. Our privacy notice has a section written for tenants that you can point them to.

Using it properly

You agree not to:

• use Latchkey to harass a tenant, evict someone unlawfully, discriminate, or do anything else the law forbids;
• send messages or documents through it that are unlawful, threatening or misleading;
• try to get into anyone else’s data, test our security without our written permission, or overload the service;
• copy, resell or build a competing product from Latchkey.

Trial, plans and paying

• The first 14 days are free with every feature, and we don’t ask for a card to start. When the trial ends, choose a plan in Settings to carry on.
• Plans are priced by the number of units you manage: Starter for up to 5 units at £12 a month, Portfolio for up to 25 units at £29 a month, Agency for up to 150 units at £79 a month. Every feature is on every plan.
• You can pay monthly or yearly; a year costs the same as ten months. Prices exclude VAT, which is added at the current rate.
• Your plan renews automatically at the end of each month or year until you cancel. Stripe takes the payment from the card you give it.
• If you move to a bigger or smaller plan, the change applies straight away and the difference is worked out for the rest of the period.
• If a payment fails, we will email you and try again. If it is still unpaid, your account stops working until it is paid, but nothing is deleted.
• We may change our prices. We will email you at least 30 days before a new price applies to you, and you can cancel before it does.

Cancelling and closing

Cancelling your plan. Cancel in Settings under Plan and billing, whenever you like. Your plan runs to the end of the month or year you have paid for and is not renewed. Nobody will ring you to talk you out of it.

Closing your account. The owner can close the account from Settings. Closing deletes the organisation and everything in it at once, ends any subscription straight away without a refund for the rest of the period, and tells your tenants their portal login has closed. Download everything first: Latchkey offers you one file with your books, records and documents before you close.

Your data

You own what you put into Latchkey. You give us permission to host, copy and process it only so we can run Latchkey for you. We process personal data in it on your behalf under the data processing terms, which are part of this agreement. You can download all of it at any time.

Other services

Some features connect to services run by other companies, such as Stripe, your bank, HMRC, Xero or QuickBooks. When you connect one, its own terms apply between you and that company, and we are not responsible for what it does. Features marked Coming soon are not part of what you pay for until they are switched on.

Availability and changes

We aim to keep Latchkey running all the time and to fix problems quickly, but we can’t promise it will never be down. Rent and repair deadlines still run while it is, so keep your own note of anything urgent. We improve Latchkey all the time; if we remove a feature you rely on, we will tell you at least 30 days before.

When we can suspend or end it

We can suspend or end your account if you don’t pay, if you break these terms in a serious way, or if we are required to by law. Unless the law or a risk to other people stops us, we will tell you first and give you the chance to put it right and to download your data.

Liability

Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn’t let us limit.

Apart from that, we are not liable for loss of rent, profit, business or opportunity, or for indirect loss, and our total liability to you in any twelve months is limited to what you paid us in those twelve months. Keep your own copies of anything a court or tribunal might want.

Changes to these terms

If we change these terms, the date at the top changes and we email account owners at least 30 days before the change takes effect, unless the law makes us change sooner. If you don’t agree, you can cancel before then.

Law and disputes

These terms are governed by the law of England and Wales, and the courts of England and Wales deal with any dispute. If something goes wrong, email hello@latchkey.co.uk first and we will try to sort it out with you.