Terms & Conditions

1. Introduction & Acceptance

These Terms and Conditions ("Terms") govern your use of The Landlord Association ("TLA", "we", "us", "our") and the website at landlordassociation.org.uk, including membership services, digital content, AI-enabled tools, on-demand SOS support services, member resources, and related communications.

By accessing our website, registering for membership, purchasing services, downloading or accessing digital resources, using AI tools, or otherwise using our services, you confirm that you have read and agree to these Terms. If you do not agree, you must not use our services.

2. Definitions

• "Member" means a registered user with an active membership tier.
• "Consumer" means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.
• "Business Customer" means any user who is not a Consumer.
• "Digital Content" includes templates, guides, checklists, calculators, downloads, tool outputs, videos, gated pages, member-only resources, and any digitally supplied materials.
• "AI Tools / AI Services" means any AI-enabled chat, assistant, summarisation, drafting, or guidance features made available by TLA (whether hosted by TLA or via a third-party provider).
• "SOS Services" means paid, on-demand support packages described on the relevant service/product pages.
• "Partner" means a third-party provider featured, referred, or made available through TLA channels.
• "Substantial Use" has the meaning set out in clause 6.6.

3. Eligibility

You must be at least 18 years old to register or purchase services. You confirm that:

• You are 18 years of age or older;
• You have the legal capacity to enter into a binding agreement;
• All information you provide is accurate, current and complete; and
• You will keep your account information up to date.

4. Membership

4.1 Membership tiers

We offer different membership tiers for landlords, tenants, agents and property professionals. Benefits, pricing and access levels are published on our membership pages and may vary by tier. We may add, remove or update benefits over time, provided this does not materially reduce the paid tier you purchased during an active billing period.

4.2 Registration and account set-up

To register you must complete the sign-up process, create login credentials, and (where applicable) provide payment information for paid tiers. You must also confirm acceptance of these Terms and our Privacy Policy.

4.3 Renewals and cancellation

Paid memberships are typically offered on a subscription basis (e.g., annual) unless stated otherwise at checkout. Where auto-renewal applies, you can cancel before the renewal date via your account or by contacting legal@landlordassociation.org.uk. Cancellation ends access at the end of the current billing period unless required otherwise by law.

4.4 Account security

• You are responsible for keeping your login credentials confidential.
• You must notify us promptly if you suspect unauthorised access.
• You are responsible for activity performed through your account unless caused by our failure to maintain appropriate security.

4.5 Fair use, platform integrity and anti-abuse

Membership benefits are provided on a fair use basis for individual account holders. You must not misuse membership access in a way that undermines the platform, our intellectual property, or the experience of other members.

• Do not systematically copy, scrape, bulk-download, or compile our Digital Content for redistribution, resale, or library-building purposes.
• Do not share member-only resources outside your membership (including forwarding files to non-members).
• Do not attempt to gain refunds after extracting substantial value from the membership (for example: high-volume downloading or extensive AI usage) (“binge & refund” behaviour).
• We may apply reasonable technical controls (rate limits, download limits, access throttling) to protect platform integrity.

5. Digital Content & AI Tools

5.1 Digital content supply

Many membership benefits are supplied as Digital Content and/or digitally delivered services, including downloads, gated templates, tools and tool outputs. Digital Content is supplied “as is” for general guidance and may require adaptation to your circumstances.

5.2 AI Tools / AI Services (important limitations)

5.3 AI fair use and cost controls

AI Services may carry per-use costs to TLA (even where subsidised by membership). We may apply reasonable limits, throttling, or eligibility restrictions by tier to maintain service availability and prevent misuse.

5.4 Your responsibility for inputs

• Do not submit confidential third-party information unless you have the right to do so.
• Do not submit personal data you do not have permission to share.
• Do not rely on AI outputs for time-critical matters without professional review.

6. SOS Services

6.1 What SOS Services are

SOS Services are paid, on-demand support packages which may include document drafting assistance, template completion support, compliance checks, and structured guidance within a defined scope. Each SOS Service has a described deliverable and scope on the relevant service/product page.

6.2 What SOS Services are not

6.3 Service delivery

We will begin delivery once you have:

• Completed payment (where applicable);
• Provided all required information and documents; and
• Responded to any reasonable clarification requests.

Delivery is typically via your dashboard and/or email. Where delays are caused by incomplete information or late responses, delivery times will extend accordingly.

6.4 Your responsibilities

• Provide accurate and complete information;
• Review deliverables carefully before use;
• Seek independent professional advice for complex, high-risk, or time-critical matters; and
• Use templates and outputs lawfully and responsibly.

7. Payments, Pricing, Refunds & Cancellations

7.1 Pricing

Prices for membership tiers and SOS Services are displayed at the point of purchase/checkout. Prices are inclusive of VAT where applicable.

7.2 Payment processing

Payments are processed via secure payment providers (e.g., Stripe / WooCommerce). We do not store full payment card details. Payment providers act as independent controllers/processors in accordance with their own terms and privacy notices.

7.3 Consumer cancellation rights (cooling-off)

If you are a Consumer and you purchase membership or Digital Content online, you may have a legal right to cancel within 14 days of purchase (the “cooling-off period”), subject to the provisions below and any applicable legal exceptions. Business Customers do not generally have statutory cooling-off rights.

7.4 Digital content waiver (immediate access)

We will implement this by requiring an express consent tick-box at checkout (or equivalent) confirming:

• you request immediate access to Digital Content and membership benefits; and
• you acknowledge you may lose the right to cancel once supply begins.

7.5 Membership cancellation (non-renewal)

You can cancel a paid membership prior to renewal via your account or by contacting legal@landlordassociation.org.uk. Unless required by law, we do not provide pro-rata refunds for part-used subscription periods.

7.6 Definition of “Substantial Use” (refund-limiting events)

For the purposes of refunds, we treat the following as Substantial Use because they involve the supply, delivery, or consumption of membership value and/or digitally supplied services:

• Downloading, exporting, or saving member documents/templates (including multiple downloads);
• Accessing gated template pages where copying/usage is enabled;
• Using AI Tools / AI Services (any meaningful usage beyond incidental testing);
• Submitting a support ticket / case review / document submission through member systems;
• Using premium tools (calculators, compliance checkers, dashboards) in a way that generates outputs or records;
• Any behaviour that indicates extraction of significant value from membership benefits.

7.7 Membership refunds (clear rules)

We aim to handle refund requests fairly and promptly. Refund entitlement depends on whether you are a Consumer, whether supply has begun, and whether Substantial Use has occurred.

• Consumer – no immediate access requested / no supply begun: if you cancel within 14 days, a full refund will be provided.
• Consumer – immediate access requested AND supply begun: the right to cancel may be lost once supply begins (see clause 7.4), and refunds will not be due except where required by law.
• Consumer – limited access without Substantial Use: where legally required or where we determine fair to do so, we may provide a refund if cancellation is requested promptly and Substantial Use has not occurred.
• Any user – Substantial Use occurred: membership fees are non-refundable except where required by law (for example, where Digital Content is faulty and cannot be remedied, or where services were not supplied as contracted).
• Business Customers: fees are non-refundable unless we expressly agree otherwise in writing.

7.8 SOS Services refunds

Refund requests for SOS Services are assessed on a case-by-case basis in line with consumer law and the scope of work delivered. As a general position:

• Before work commences: refund may be available if requested promptly and before delivery begins.
• Non-delivery: refund may be available where we fail to deliver within the stated timeframe through our own fault.
• Material error: we will first seek to correct material errors; refund may be considered where correction is not possible.

Where digital services have been delivered or substantially performed, refunds may be limited as permitted by law.

7.9 Chargebacks, payment disputes and evidence

If you raise a chargeback or payment dispute, we may provide relevant order, access, and delivery records to the payment provider to evidence supply and usage, including timestamps, download counts, and tool/AI usage indicators. We reserve the right to suspend an account while a dispute is ongoing to protect platform integrity.

8. Intellectual Property

Content on this website (including templates, guides, tools, graphics, and software) is owned by TLA and/or its licensors and is protected by intellectual property laws.

8.1 Permitted use

• Access and use Digital Content for your own lawful personal or business purposes within UK housing and property contexts;
• Download and customise templates for your own use; and
• Store/print copies for your records.

8.2 Prohibited use

• Resell, redistribute or commercially exploit Digital Content without permission;
• Share member-only resources with non-members;
• Remove copyright notices;
• Scrape or bulk-download content using automated means; or
• Reverse engineer or interfere with site systems.

9. Acceptable Use

You must not use TLA services in a way that is unlawful, harmful, or disruptive. Prohibited activity includes:

• Submitting false, misleading, or fraudulent information;
• Attempting unauthorised access to systems;
• Uploading malicious code or harmful files;
• Harassing or threatening staff or users; or
• Using services to facilitate unlawful acts.

10. Partners, Referrals, Advertising & Commercial Arrangements

10.1 Partner listings and independence

We may feature Partners (e.g., legal services, insurance, compliance, utilities, maintenance, finance, software). Partners are independent third parties and their products/services are subject to their own terms and privacy notices. We do not guarantee Partner performance, pricing, availability, or outcomes.

10.2 Commercial arrangements and transparency

We may receive a fee, commission, or sponsorship revenue when users engage with Partner services (for example, when a user requests a quotation, makes an enquiry, or becomes a customer of a Partner). Such arrangements do not remove your freedom to choose alternative providers.

10.3 FCA and regulated activities (where applicable)

Where Partner activity involves regulated services (e.g., insurance or financial services), the regulated firm is responsible for regulatory compliance and disclosures. TLA does not provide FCA-regulated advice. You should review any Partner disclosures and seek independent advice where appropriate.

10.4 Corporate separation (where relevant)

The Landlord Association may operate certain commercial partnership activities through a separate entity, TLA Commercial Partnerships Ltd. Where this entity is involved, it will be clearly identified within the relevant context and contractual arrangements.

11. Data Protection, Privacy & Communications (UK GDPR)

Personal data is processed in accordance with UK data protection law, including the UK GDPR and the Data Protection Act 2018. Our Privacy Policy forms part of these Terms and provides full detail on how we collect, use, store and share personal data.

11.1 Controller, roles and scope

For most website and membership operations, TLA acts as the data controller for personal data submitted via registration, account usage, membership support, and service delivery. Payment providers and certain third-party tools may act as independent controllers or processors depending on their role.

11.2 Lawful bases we rely on

Depending on the activity, we rely on one or more of the following lawful bases:

• Contract: to create and manage your account, provide membership services, deliver purchased services, and communicate about service delivery.
• Legal obligation: for tax, accounting, fraud prevention, and compliance-related obligations.
• Legitimate interests: to operate and improve services, maintain platform security, prevent misuse, and send essential service communications where appropriate.
• Consent: where required, including optional marketing communications and optional sharing with third-party partners.

11.3 Communications preferences

• Essential service communications: membership administration, security notices, account notifications, service updates directly related to your membership.
• Marketing from TLA: newsletters, product updates, events, optional promotions (where required, based on consent or as permitted by law).
• Third-party partner communications: sharing limited details with selected Partners (only where you have provided explicit consent and with appropriate safeguards).

11.4 Data sharing with Partners

We do not sell personal data. Where you have opted in, we may share limited contact details with selected Partners for the specific purpose described at the point of consent. Partners must comply with their own legal obligations and privacy notices.

11.5 Data retention

We retain personal data only for as long as necessary for membership administration, service delivery, legal compliance and dispute resolution.

12. Disclaimers, Liability & Limitations

12.1 Information, templates and tools

12.2 Limitation of liability

To the fullest extent permitted by law, we are not liable for indirect or consequential losses, loss of profit, loss of business, or loss of data arising from use of our services. Our total liability in respect of claims arising out of or in connection with services will not exceed the amount you paid to us in the 12 months prior to the event giving rise to the claim.

12.3 Exceptions

Nothing in these Terms limits or excludes liability that cannot be limited or excluded under law, including for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation; or
• Any other liability that cannot lawfully be excluded.

13. Suspension and Termination

We may suspend or terminate accounts where required to protect users and services, including where:

• There is a material breach of these Terms;
• There is suspected fraud or misuse;
• We must comply with legal or regulatory obligations; or
• We need to protect the security and integrity of the platform.

14. Changes to these Terms

We may update these Terms from time to time. Changes are effective when posted with an updated “Last Reviewed” date. Where changes are material, we will take reasonable steps to notify active members.

15. Complaints and Dispute Resolution

15.1 Informal resolution

If you have a complaint, please contact legal@landlordassociation.org.uk. Please include your account email, order reference (if applicable), and a clear summary of the issue.

15.2 Alternative Dispute Resolution (ADR)

If a dispute cannot be resolved informally, you may be entitled to use an ADR provider. We may provide details of an appropriate ADR route on request, depending on the nature of the complaint.

15.3 Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales have jurisdiction, subject to any mandatory consumer protections.

16. Notices

Formal notices should be sent to:

Notices to you may be sent to the email address associated with your account. Notices are deemed received: (i) if by email, on transmission; (ii) if by post, 3 business days after posting.