Date of last revision: 9 November 2026
These terms are divided into four parts: Part A covers use of the Residently website and app, Part B is our Acceptable Use Policy, Part C covers the Residently leasing service, and Part D covers optional tenancy services and administrative services. Please read the relevant parts carefully before using Residently.
1. What is covered by these terms?
1.1 These terms tell you the rules for using our website, app and related online services, which we refer to as “Our Product”. Our Product is available through residently.com, resident.ly, residently.co.uk and related subdomains.
1.2 These terms apply to all users of Our Product. Additional terms may also apply to particular services, including the JOIN service, optional tenancy services, payment features and any app end-user licence agreement.
2. Who we are and how to contact us
2.1 Our Product is operated by Residently Holdings Limited, a company registered in England and Wales under company number 10965217. Our registered office is 4th Floor, 100 Fenchurch Street, London EC3M 5JD.
2.2 To contact us about general support or these terms, please email hello@residently.com. To contact us about privacy or data protection, please email compliance@residently.com.
3. By using Our Product, you accept these terms
3.1 By using Our Product, you confirm that you accept these terms and agree to comply with them. If you do not agree, you must not use Our Product.
3.2 We recommend that you save or print a copy of these terms for future reference.
4. Other terms that may apply
4.1 Our Privacy Policy explains how we process personal data. Our Cookie Policy explains how we use cookies and similar technologies. Where applicable, any App End-User Licence Agreement, JOIN service terms, payment terms or optional tenancy service terms will also apply.
4.2 If there is a conflict between these general website and app terms and more specific service terms that apply to a particular service, the more specific service terms will apply to that service.
5. Changes to these terms and to Our Product
5.1 We may amend these terms from time to time. The latest version will be made available through Our Product or on our website.
5.2 We may update, modify, enhance or change Our Product from time to time to reflect changes to our services, our users’ needs, legal requirements, technology, security requirements or business priorities, provided that we do not materially reduce the core functionality of any service that we are contractually required to provide to you.
6. Availability, suspension and maintenance
6.1 Access to Our Product is generally made available to users free of charge, although optional services, third-party services or payment features may carry charges that will be shown to you before you order or use them.
6.2 We do not guarantee that Our Product, or any content on it, will always be available, uninterrupted or error-free. We may suspend, withdraw, restrict or change all or any part of Our Product for business, operational, security, maintenance, legal or regulatory reasons.
6.3 We may carry out planned or emergency maintenance. We will try to minimise disruption and, where practicable, give reasonable notice, but we are not liable for any interruption caused by maintenance or events outside our reasonable control.
6.4 We may suspend, restrict or disable access to any feature, including payment features, where reasonably necessary for fraud prevention, security, legal or regulatory compliance, platform integrity, non-payment of applicable charges or where instructed by the relevant landlord, property manager or authorised partner.
7. UK users
7.1 Our Product is directed at people residing in the United Kingdom. We do not represent that content available on or through Our Product is appropriate for use or available in other locations.
8. Account security
8.1 If you choose, or are provided with, a user identification code, password or any other security information, you must treat that information as confidential and must not disclose it to any third party.
8.2 We may disable any user identification code, password or account access at any time if, in our reasonable opinion, you have failed to comply with these terms, there is a security concern, or suspension is reasonably necessary to protect Our Product or other users.
8.3 If you know or suspect that anyone other than you knows your login details or has accessed your account, you must promptly notify us at hello@residently.com.
9. Intellectual property
9.1 We are the owner or licensee of all intellectual property rights in Our Product and in the material published on it. Those works are protected by copyright laws and treaties around the world. All rights are reserved.
9.2 You may print or download extracts from Our Product for your personal use, and you may draw the attention of others within your organisation to content posted on Our Product.
9.3 You must not modify copies of materials you have printed or downloaded, use any illustrations, photographs, video, audio or graphics separately from accompanying text, or use any part of Our Product for commercial purposes without a licence from us or our licensors.
9.4 If you copy, download or use any part of Our Product in breach of these terms, your right to use Our Product will cease immediately and you must, at our option, return or destroy any copies you have made.
10. Uploaded content and communications
10.1 Our Product may allow you to upload, submit, send or receive documents, messages, maintenance requests, payment information, feedback, reviews, images, forms or other content.
10.2 You retain ownership of content you upload or submit. By uploading or submitting content, you grant us a limited, non-exclusive, royalty-free licence to use, store, copy, display, transmit and make available that content solely as necessary to operate Our Product, provide services, communicate with landlords, property managers, letting agents and service partners, resolve issues, comply with legal obligations and enforce our rights.
10.3 You must ensure that any content you upload or submit is accurate, lawful and does not breach the rights of any third party. You are responsible for securing and backing up your own content.
10.4 We may disclose your identity or relevant content to a third party where required by law, where reasonably necessary to investigate a complaint, or where a third party claims that content uploaded by you infringes their rights or privacy.
11. No reliance on general information
11.1 General content on Our Product is provided for information only. It is not intended to amount to legal, financial, tax, property, investment or other professional advice. You should obtain professional advice before taking or refraining from any action based on that content.
11.2 Although we make reasonable efforts to update information on Our Product, we make no representations, warranties or guarantees that the content is accurate, complete or up to date.
12. Third-party links and services
12.1 Our Product may contain links to websites, applications and resources provided by third parties. These links are provided for information or convenience only and should not be interpreted as approval by us.
12.2 We have no control over third-party websites, applications or services and are not responsible for their content, availability, terms, privacy notices or performance.
13. Residently’s role
13.1 Residently provides technology and related administrative services. Residently is not a landlord, letting agent, rent collector, client money holder, deposit holder, insurer, referencing provider or payment service provider unless expressly stated otherwise in specific terms.
13.2 Where Our Product facilitates a payment, the payment is processed by the relevant third-party payment provider, bank or payment initiation provider, or paid directly to the relevant landlord or property manager. Unless expressly stated otherwise, Residently does not receive, hold or control rent, deposits or client money.
13.3 Disputes about rent, deposits, tenancy balances, payment amounts, property condition, repairs, services supplied by third parties or the landlord/property manager’s obligations should be raised with the relevant landlord, property manager, letting agent or third-party supplier. We may provide reasonable platform support but we are not responsible for the underlying tenancy or third-party service dispute.
14. Our responsibility for loss or damage
14.1 Nothing in these terms excludes or limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, fraud or fraudulent misrepresentation, and any other liability that cannot legally be excluded or limited.
14.2 Different limitations and exclusions may apply to liability arising from the supply of specific services to you, including the JOIN service, optional tenancy services, payment features and any app-specific terms.
14.3 If you are a business user, we exclude all implied conditions, warranties, representations and other terms that may apply to Our Product or any content on it. We will not be liable to you for any loss of profits, sales, business or revenue, business interruption, loss of anticipated savings, loss of business opportunity, goodwill or reputation, loss or corruption of data, or any indirect or consequential loss or damage.
14.4 If you are a consumer user, we provide Our Product for domestic and private use. You agree not to use Our Product for commercial or business purposes. We have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.
14.5 If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay reasonable compensation. We will not be liable for damage that you could have avoided by following our advice to apply an update offered free of charge, or for damage caused by you failing to follow installation instructions or to have in place the minimum system requirements advised by us.
15. Viruses and misuse
15.1 We do not guarantee that Our Product will be secure or free from bugs or viruses. You are responsible for configuring your technology to access Our Product and should use your own virus protection software.
15.2 You must not misuse Our Product by knowingly introducing viruses, trojans, worms, logic bombs, spyware, malware or other material that is malicious or technologically harmful. You must not attempt to gain unauthorised access to Our Product, the server on which it is stored, or any server, computer or database connected to Our Product.
15.3 You must not attack Our Product via a denial-of-service attack or distributed denial-of-service attack. By breaching this clause, you may commit a criminal offence under the Computer Misuse Act 1990. We may report any such breach to the relevant law enforcement authorities and co-operate with them, including by disclosing your identity where legally permitted or required.
16. Linking to Our Product
16.1 You may link to our home page in a way that is fair and legal and does not damage our reputation or take advantage of it.
16.2 You must not establish a link in a way that suggests any association, approval or endorsement by us where none exists. Our Product must not be framed on any other site. We reserve the right to withdraw linking permission without notice.
16.3 If you wish to link to or make any use of content on Our Product other than as set out above, please contact hello@residently.com.
17. Governing law and jurisdiction
17.1 If you are a consumer, these terms, their subject matter and formation are governed by English law. The courts of England and Wales will have jurisdiction, except that if you are resident in Scotland or Northern Ireland, you may also bring proceedings in your country of residence.
17.2 If you are a business, these terms, their subject matter and formation, and any non-contractual disputes or claims, are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.
1. Scope
1.1 This Acceptable Use Policy applies to all users of, and visitors to, Our Product. It supplements the other terms that apply to your use of Residently.
2. Prohibited uses
2.1 You may use Our Product only for lawful purposes. You must not use Our Product in any way that breaches any applicable local, national or international law or regulation, or in any way that is unlawful, fraudulent or has any unlawful or fraudulent purpose or effect.
2.2 You must not use Our Product to harm or attempt to harm minors, transmit spam, upload unlawful or harmful material, introduce malware, interfere with systems, access systems without authority, scrape or copy Our Product unlawfully, or impersonate another person.
2.3 You must not use Our Product or any payment feature to make fraudulent payments, use another person’s bank account or payment method without authority, submit false payment or bank details, attempt to manipulate or disrupt payment flows, launder money, evade legal obligations, or conduct any unlawful transaction.
3. Content standards
3.1 Any content you contribute, upload or send through Our Product must be accurate where facts are stated, genuinely held where opinions are stated, and comply with applicable law in the UK and in any country from which it is posted.
3.2 Content must not be defamatory, obscene, offensive, hateful, inflammatory, threatening, abusive, deceptive, discriminatory, sexually explicit, violent, unlawful, harassing, invasive of privacy, in breach of confidence, in breach of intellectual property rights, or likely to cause needless anxiety, alarm or annoyance.
3.3 Content must not give the impression that it comes from Residently where that is not the case, or advocate, promote or assist any unlawful act.
4. Interactive services
4.1 Where Our Product includes interactive features, messaging, communication tools, feedback features or similar services, we may monitor, moderate, remove or restrict content where we consider it appropriate. We are not obliged to monitor all communications or content.
4.2 Our services are not intended for use by children, except where required in connection with a tenancy, household member, guarantor or legal obligation.
5. Suspension and termination
5.1 We will determine, acting reasonably, whether there has been a breach of this Acceptable Use Policy. Where a breach has occurred, we may take appropriate action, including withdrawing your right to use Our Product, removing content, issuing a warning, taking legal action, disclosing information to law enforcement authorities where appropriate, or taking any other action we reasonably consider necessary.
5.2 We exclude liability for actions taken in response to breaches of this Acceptable Use Policy, to the extent permitted by law.
6. Changes to this policy
6.1 We may revise this Acceptable Use Policy from time to time. The latest version will be made available through Our Product or on our website.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY CLICKING TO ACCEPT, YOU AGREE TO THESE TERMS AND CONDITIONS.
1. About us and you
1.1 We are Residently Holdings Limited, a company registered in England and Wales under company number 10965217, with our registered office at 4th Floor, 100 Fenchurch Street, London EC3M 5JD.
1.2 You are the individual intending to engage us to perform services in relation to a tenancy that you are proposing to enter into, or that you have already entered into.
2. About this agreement
2.1 We may have been given certain personal details about you by a Landlord Partner so that, subject to your agreement, we can perform services for you and the Landlord Partner as part of the application, onboarding or tenancy process for a Property.
2.2 Those details may include your name, email address, contact details, basic information about the proposed or actual tenancy, and, if you proceed to application, information needed to support referencing, affordability, identity or other tenancy-related checks.
2.3 The Landlord Partner’s lawful basis for sending information to us should be set out in the Landlord Partner’s privacy policy. Our lawful basis for receiving and using information is set out in our Privacy Policy.
2.4 If you do not wish for us to perform services, you may reject these terms. We will then perform no further active role for you in relation to the JOIN service, inform the Landlord Partner and handle your personal data in accordance with our Privacy Policy.
3. Definitions
3.1 “App” means our app, which may allow you to view tenancy documentation, receive information, communicate with the Landlord Partner and use related services.
3.2 “Landlord” means the landlord of the Property.
3.3 “Landlord Partner” means the person or organisation that has provided us with your details or instructed us in relation to the Property. This may be the Landlord itself or a property manager, letting agent or other person acting on behalf of the Landlord.
3.4 “Property” means the property that you wish to rent or currently rent.
3.5 “Services” means the services described in this Part C, including transferring your details to the App, facilitating referencing, affordability and identity checks where requested, making tenancy documentation available, facilitating communications, facilitating certain payments and providing related onboarding support.
4. Commencement, term and services
4.1 This agreement commences when you click to accept. It will continue until the Services are completed or terminated in accordance with clause 8.
4.2 Once you accept, we may display relevant personal data non-publicly on the Website and App so that you can communicate with us or the Landlord Partner, receive information through the application process and, if applicable, have documentation stored on the App.
4.3 Where instructed by the Landlord Partner, we may facilitate referencing, affordability, identity, credit or other tenancy-related checks. These checks may be carried out by third-party suppliers, such as Let Alliance, and you may be required to accept their terms and privacy notice. The contract for those checks may be between you and the relevant third-party supplier, not Residently.
4.4 Our role in relation to third-party checks is to pass relevant information to the relevant supplier, receive or make available the result where applicable, and support the Landlord Partner’s process. We are not responsible for the content, outcome or decision made by a third-party supplier or Landlord Partner.
4.5 If you do not agree to a requested check, this may affect whether the Landlord or Landlord Partner is willing to proceed with the tenancy. Refusing a check will not affect your previous acceptance of this agreement itself.
4.6 If the tenancy proceeds, and where instructed by the Landlord Partner, we may supply you with legal information received from the Landlord or Landlord Partner, make lease documentation available, liaise with you during onboarding, facilitate collection of holding deposits, security deposits, move-in monies or rent, and provide related administrative services.
4.7 Supplying prescribed tenancy information, complying with landlord obligations, protecting deposits, complying with client money rules, maintaining rent accounts and complying with property law remain the responsibility of the Landlord or Landlord Partner unless expressly stated otherwise.
4.8 Residently provides the software through which you submit your application, and all decisions on your application, including whether a holding deposit is returned or retained, are made by the Landlord Partner in accordance with its own policies and applicable law. Residently does not receive or hold holding deposits, and any queries relating to a holding deposit should be directed to the Landlord Partner.
5. Payments, Pay by Bank and direct debit bank detail collection
5.1 Residently is not a landlord, letting agent, rent collector, client money holder or deposit holder. Unless expressly stated otherwise, our role is limited to providing technology and facilitating payment flows through third-party providers or directly to the relevant Landlord Partner.
5.2 Where we facilitate a payment by card or another third-party payment method, the payment will be processed by the relevant third-party payment provider, which may currently include Stripe. Their technology may be embedded in Our Product, but the payment processing is carried out by that third party. We do not receive, hold or control your funds.
5.3 Where the relevant Landlord Partner has enabled Pay by Bank, you may be offered the option to make payments via a secure Open Banking payment interface operated by Plaid Financial Ltd, authorised and regulated by the Financial Conduct Authority as a payment initiation service provider under firm reference number 804718.
5.4 If you choose to use Pay by Bank, you will be presented with Plaid’s own terms and privacy notice. Plaid will then present you with a secure interface to authorise payment directly from your bank account, usually via UK Faster Payments.
5.5 Payments made via Pay by Bank are sent directly from your bank account to the Landlord Partner’s bank account. Funds do not pass through any Residently-held account at any point.
5.6 Payments made via Faster Payments are generally not subject to card-style chargebacks and may not be reversible once authorised. You should check all payment details carefully before authorising any payment.
5.7 Residently passes the Landlord Partner’s bank account details to Plaid as provided by the Landlord Partner. Residently is not responsible for the accuracy of bank account details provided to us by the Landlord Partner. Unless expressly stated in the payment flow, Confirmation of Payee may not be available through Pay by Bank.
5.8 Residently is not responsible for any delay, failure, error or unavailability of Pay by Bank caused by Plaid, any participating bank, the Faster Payments network, Open Banking infrastructure, internet or telecommunications failures, or any other event outside Residently’s reasonable control.
5.9 We may suspend, restrict or disable Pay by Bank immediately where reasonably necessary for fraud prevention, security, legal or regulatory compliance, platform integrity or where instructed by the relevant Landlord Partner.
5.10 Where instructed by the relevant Landlord Partner, Residently may collect your bank account details, comprising your sort code, account number and account holder name, through our secure platform solely for the purpose of enabling the Landlord Partner to set up a direct debit from your account.
5.11 Residently does not process direct debits itself and will not use your bank account details for any purpose other than their encrypted transmission to the instructing Landlord Partner. Your bank account details will not be shared with any party other than the instructing Landlord Partner, unless required by law.
5.12 The Landlord Partner is responsible for ensuring that it has appropriate authority and lawful basis to set up a direct debit from your account and for the subsequent collection, management, cancellation or amendment of payments by direct debit.
5.13 You must notify us and/or the relevant Landlord Partner immediately if you suspect any unauthorised payment, fraud, account compromise or security issue relating to Pay by Bank or direct debit bank detail collection.
5.14 Our processing of personal data in connection with Pay by Bank and direct debit bank detail collection is governed by our Privacy Policy. Where we process personal data on behalf of a Landlord Partner, that Landlord Partner is responsible for its own lawful basis and controller obligations.
6. Services for the named Property only
6.1 Unless agreed otherwise between you and us, the Services are provided in relation to the named Property only. You may not require us to provide services for any other property under this agreement.
7. Cancellation rights and charges
7.1 Consumer law gives you a right to cancel most service agreements during the 14-day period after entering into them. This right may be affected where you ask us to perform services immediately or where services have already been performed.
7.2 By clicking to accept this agreement, you instruct us to perform Services immediately. Your 14-day cancellation right will exist only in relation to any elements of the Services that have not already been performed, cannot reasonably be cancelled, or have not already been started with your consent.
7.3 You may cancel by emailing hello@residently.com or writing to us at 4th Floor, 100 Fenchurch Street, London EC3M 5JD. This cancellation applies only to our Services and does not cancel your tenancy application, lease, deposit obligation, rent obligation, payment authorisation or any separate contract with a Landlord Partner or third-party supplier.
7.4 The Services we provide directly to you under this Part C are generally provided free of charge. Optional additional services or third-party services may carry charges that will be shown to you before you order them.
8. Limitation of liability
8.1 This clause sets out our financial liability to you in respect of the Services and any breach of this agreement.
8.2 Nothing in this agreement limits or excludes our liability for death or personal injury resulting from our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
8.3 Subject to clause 8.2, and except in relation to a breach of data protection law, our total liability to you under this agreement, however caused, shall be limited to £50.
8.4 We are not liable for the acts, omissions, decisions or failures of any Landlord, Landlord Partner, bank, payment provider, referencing provider, service partner or other third party, except to the extent caused directly by our own breach of this agreement.
9. Duration and termination
9.1 This agreement will run from the date you accept it until completion of the Services, unless terminated sooner.
9.2 You may terminate this agreement on 14 days’ notice at any time by emailing hello@residently.com and specifying your wish to terminate.
9.3 Residently may terminate this agreement at any time by giving not less than 14 days’ written notice to you.
9.4 Residently may terminate this agreement immediately by written notice if we are no longer engaged by the Landlord Partner in relation to the Property, you commit a serious breach, we reasonably suspect fraud, money laundering or other unlawful conduct, you breach Our Product terms, or you are abusive to any member of our team.
9.5 On termination, we will continue to hold and process personal data in accordance with our Privacy Policy, accrued rights and liabilities will not be affected, and provisions intended to survive termination will continue to apply.
10. Complaints
10.1 If you have an issue, please contact hello@residently.com. Most complaints can be resolved informally.
10.2 If you wish to make a formal complaint, please email hello@residently.com and include “complaint” in the subject line.
10.3 Payment issues relating to the amount, destination, rent account, tenancy balance, refund, deposit or landlord/property manager instruction should be raised with the relevant Landlord Partner in the first instance. Issues relating to Residently platform functionality can be raised with us.
11. General
11.1 We may make reasonable changes to this agreement to reflect changes in law, technology, security requirements or our way of working. Changes will take effect 30 days after the revised version is published or otherwise notified, unless a shorter period is required for legal, regulatory or security reasons.
11.2 We may assign our rights and/or obligations under this agreement to another organisation. We will tell you in writing if this happens and will ensure that the assignment does not materially affect your rights.
11.3 You may not assign your rights or obligations under this agreement without our consent.
11.4 This agreement does not give anyone other than you and us any right to enforce it. The Contracts (Rights of Third Parties) Act 1999 is excluded.
11.5 Each part of this agreement operates separately. If any court or relevant authority decides that any part is unlawful or unenforceable, the remaining parts will remain in full force and effect.
11.6 A delay in exercising a right does not mean that we waive that right. Any waiver must be clear and in writing.
11.7 We may communicate with you through the App, by email or using any contact details we hold for you. Notices by email will be treated as received at 9.00 a.m. on the next Business Day after sending.
11.8 This agreement and any dispute or claim arising out of it, including non-contractual disputes or claims, is governed by the law of England and Wales. If you are resident in Scotland or Northern Ireland, you may bring proceedings either in England and Wales or in your country of residence.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY. BY CLICKING TO ACCEPT, YOU AGREE TO THESE TERMS AND CONDITIONS.
1. About us and you
1.1 We are Residently Holdings Limited, a company registered in England and Wales under company number 10965217, with our registered office at 4th Floor, 100 Fenchurch Street, London EC3M 5JD.
1.2 You are the individual intending to purchase, order, access or use services from one of our partners, or to use administrative services made available through Residently in relation to a property.
2. About this agreement
2.1 We make available certain optional services, which we call “Tenancy Services”. These are performed by third-party partners, not by Residently unless expressly stated otherwise.
2.2 When you choose a Tenancy Service, you form a contract with the relevant partner supplier for that Tenancy Service. Residently facilitates the order, relays information and may collect or forward payment on behalf of the partner as explained in these terms.
2.3 We also provide certain administrative services on behalf of the manager, landlord or property manager of the property you rent or have applied to rent. We call these “Administrative Services”.
2.4 Our holding and processing of your personal data is governed by our Privacy Policy. Availability of Administrative Services through the App is governed by the applicable App terms or App End-User Licence Agreement.
3. Definitions
3.1 “App” means our app, through which we may store relevant information in relation to the Property, facilitate communication with the Property Manager, and allow you to order Tenancy Services.
3.2 “Business Day” means Monday to Friday, excluding bank holidays and public holidays in England and, if the Property is in Wales, Scotland or Northern Ireland, also in that territory.
3.3 “Charges” means the sums payable by you for Tenancy Services, calculated as set out in clause 8.
3.4 “Landlord” means the landlord of the Property.
3.5 “Lease” means the lease or tenancy agreement for the Property.
3.6 “Lease Effective Date” means the start date of your Lease.
3.7 “Property” means the property that you rent, or have applied to rent, from the Landlord.
3.8 “Property Manager” means the manager, letting agent or other person acting for the Landlord or otherwise managing the Property.
3.9 “Rented Item” means any item rented, hired or supplied to you as part of a Tenancy Service.
3.10 “Tenancy Services” means optional services made available through Residently and performed by third-party partner suppliers.
4. Commencement and term
4.1 This agreement commences when you click to accept. Acceptance relates to Residently’s role and the services made available through Residently only. A separate contract for a Tenancy Service is formed only when you request or order that Tenancy Service.
4.2 This agreement will continue until terminated in accordance with clause 11.
5. Administrative Services
5.1 We provide Administrative Services to help centralise Property-related information, make relevant information available through the App, facilitate communication between you and the Property Manager, and support the tenancy or application process.
5.2 Our provision of Administrative Services is enabled by your agreement with your Landlord or Property Manager. We have no direct liability to you for the Landlord’s or Property Manager’s obligations, decisions, instructions or omissions, except as expressly set out in these terms, our App terms and our Privacy Policy.
5.3 If you download or use the App, your use will be governed by the applicable App terms or App End-User Licence Agreement.
6. Tenancy Services
6.1 Residently facilitates the placing of orders for Tenancy Services. Your contract for those services is with the relevant partner supplier, not Residently, unless we expressly state otherwise.
6.2 We make no promises about the performance or non-performance of Tenancy Services because they are not provided by us. However, we require partners to perform with reasonable skill and care and we will offer reasonable help to resolve issues.
6.3 You may order additional Tenancy Services through Our Product from time to time. Whenever you do so, you may be required to accept these terms or additional partner terms. Tenancy Services are for the named Property only unless agreed otherwise.
6.4 If a partner is delayed in providing Tenancy Services, or is unable to provide them, we will inform you without undue delay once we are aware. If the issue is a long-term delay or inability to perform caused by the partner, we will advise you and you may cancel the relevant Tenancy Service without charge, subject to any partner terms already accepted by you.
7. Cancellation rights
7.1 In addition to termination rights under clause 11, you may have consumer cancellation rights during the 14-day period after accepting this agreement or ordering a Tenancy Service. These rights may be affected where you request immediate performance or where a service has already been supplied.
7.2 You may cancel this agreement by emailing hello@residently.com or writing to us at 4th Floor, 100 Fenchurch Street, London EC3M 5JD.
7.3 Cancellation of this agreement relates only to Residently’s role. It does not cancel your Lease, tenancy application, rent obligation, deposit obligation, payment authorisation or any separate contract with a partner supplier.
7.4 You will generally be entitled to cancel Tenancy Services within 14 days of ordering them, but if you request that they are supplied during that period, you may be responsible for the cost of services already supplied.
8. Access, charges and damage
8.1 Where a partner needs access to the Property to provide a Tenancy Service, you must provide access at the agreed time. If you do not provide access, you may still be charged for the relevant Tenancy Service.
8.2 You must pay the Charges for any Tenancy Services you select. Charges will be shown to you before you order. If exact Charges are uncertain, we will explain how they will be calculated.
8.3 Charges may be collected by Residently on behalf of the partner, by a third-party payment provider, by Pay by Bank, by direct debit or by another method explained to you before you order.
8.4 If Charges are collected by Residently on behalf of a partner, we agree to forward the relevant payment to that partner. Where payment is processed by a third-party provider, bank, payment initiation provider or directly to a Landlord Partner, Residently does not receive, hold or control your funds unless expressly stated otherwise.
8.5 Charges may be increased from time to time to reflect increased costs. We will notify you in writing of any increase, and it will take effect 30 days after the date you are notified. If you are not happy with the increase, you may terminate the relevant Tenancy Service.
8.6 If damage or loss occurs to any Rented Item, except where caused by the partner, you will be responsible for paying the reasonable cost of repair or replacement. Any replacement should be the same as, or materially similar to, the original Rented Item and not an upgrade in cost terms.
8.7 Damage charges are payable within two days of request, unless the relevant partner terms specify a different period.
9. Payment features
9.1 Where a payment is made by card or through another third-party payment provider, you should read the terms and privacy notice of the relevant payment provider. We are not responsible for delays, failures or errors caused by third-party payment providers, banks, card schemes, payment networks or events outside our reasonable control.
9.2 Where Pay by Bank is offered and you choose to use it, the Pay by Bank provisions in Part C clause 5 apply. Where direct debit bank detail collection is offered, the direct debit provisions in Part C clause 5 apply.
9.3 We may suspend, restrict or disable payment features where reasonably necessary for fraud prevention, security, legal or regulatory compliance, platform integrity, or where instructed by the relevant Landlord Partner or partner supplier.
9.4 You must notify us and/or the relevant Landlord Partner or partner supplier immediately if you suspect any unauthorised payment, fraud, account compromise or security issue.
10. Limitation of liability
10.1 This clause sets out our financial liability to you in respect of this agreement.
10.2 Nothing in this agreement limits or excludes our liability for death or personal injury resulting from our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
10.3 Subject to clause 10.2, we have no liability for the performance or non-performance of Tenancy Services by partner suppliers. Our role is to facilitate the making of a contract between you and the relevant partner, relay information and funds where applicable, and provide reasonable support in resolving issues.
10.4 Subject to clause 10.2, our total liability under this agreement, however caused, shall be limited to £500.
10.5 If you have a claim relating to the performance or non-performance of a Tenancy Service, loss or theft of personal property, damage caused by a partner, or the acts or omissions of a partner supplier, you should bring that claim against the relevant partner supplier and not Residently, except to the extent caused directly by our own breach of this agreement.
11. Duration and termination
11.1 This agreement runs from the date you accept it until completion of our provision of Administrative Services, unless terminated sooner.
11.2 This agreement will terminate automatically if, before the Lease Effective Date, you or the Landlord confirm in writing to us that the Lease will not be entered into, or if the Lease has not been signed within 90 days of the date you enter into this agreement.
11.3 You may terminate all Tenancy Services on 30 days’ notice by emailing hello@residently.com. If you wish to terminate certain Tenancy Services only, you must confirm which services you are terminating. You remain liable to pay for Tenancy Services during the notice period.
11.4 If you wish to cancel a single service, such as a single cleaning visit, you may be able to do so free of charge if you give at least 24 hours’ written notice to hello@residently.com. We will tell you before ordering if this right is available for the relevant service.
11.5 Residently may terminate this agreement or any service immediately by written notice if we are no longer engaged by the relevant Landlord Partner, if the relevant partner supplier stops providing the service, if you commit a serious breach, if we reasonably suspect fraud, money laundering or unlawful conduct, if you fail to pay sums due, if you breach Our Product terms, or if termination is required for legal, regulatory, security or operational reasons.
11.6 On termination, accrued rights and liabilities will not be affected. We may continue to hold and process personal data in accordance with our Privacy Policy. Any provision intended to survive termination will continue to apply.
12. Complaints
12.1 If you have a complaint about Residently platform functionality, please contact hello@residently.com.
12.2 If your complaint relates to a Tenancy Service, payment amount, rent account, tenancy balance, deposit, property issue or landlord/property manager instruction, you should raise it with the relevant partner supplier, Landlord or Property Manager in the first instance. We may provide reasonable support where the issue relates to our platform.
13. Changes
13.1 We may make reasonable changes to this agreement to reflect changes in law, technology, security requirements, services, third-party provider arrangements or our way of working. Changes will take effect 30 days after the revised version is published or otherwise notified, unless a shorter period is required for legal, regulatory or security reasons.
14. General
14.1 We may assign our rights and/or obligations under this agreement to another organisation. We will tell you in writing if this happens and ensure that the assignment does not materially affect your rights.
14.2 You may not assign your rights or obligations under this agreement without our consent.
14.3 This agreement does not give anyone other than you and us any right to enforce it. The Contracts (Rights of Third Parties) Act 1999 is excluded.
14.4 Each part of this agreement operates separately. If any court or relevant authority decides that any part is unlawful or unenforceable, the remaining parts will remain in full force and effect.
14.5 A delay in exercising a right does not mean that we waive that right. Any waiver must be clear and in writing.
14.6 We may communicate with you through the App, by email or using any contact details we hold for you. Notices by email will be treated as received at 9.00 a.m. on the next Business Day after sending.
14.7 This agreement and any dispute or claim arising out of it, including non-contractual disputes or claims, is governed by the law of England and Wales. If you are resident in Scotland or Northern Ireland, you may bring proceedings either in England and Wales or in your country of residence.
PLEASE READ THESE TERMS AND CONDITIONS (“AGREEMENT”) CAREFULLY.
BY CLICKING TO ACCEPT, YOU AGREE TO THESE TERMS AND CONDITIONS.
Residently has partnered with Just Move In to assist with all your home moving admin.
All movers will receive this complimentary Home Setup Service which comprises arranging change of occupation notifications for council tax and utilities, as well as setting up optional services such as broadband, TV, phone, insurance, and/or where requested other home or move related needs such as insurance, storage or removals (known as the “Home Setup Service”).
All you have to do is book in for a call with one of their move specialists and let them do all the hard work! (Please note that in order to arrange and confirm the scope of the Home Setup Service to be provided, you will be contacted by telephone, text or email by Just Move In.)
The Home Setup Service is provided on our behalf by Ethical Introductions Limited (t/a Just Move In).
Treatment of personal data
Just Move In will receive and is also a controller of users’ Personal Data necessary for the provision of the Home Setup Service, as further described in our Privacy Policy.
Last version: 26 July 2026
For olders Terms and Conditions, follow the links.
