Terms of Service

1. Definitions

• “Service” means the Esta AI platform, including all features, APIs, and integrations accessible via estaai.co.uk and associated domains.
• “Agency” or “You” means the letting agency or business entity that registers for an Esta AI account.
• “User” means any individual who accesses the Service under an Agency account, including team members.
• “Tenant” means any individual who interacts with the Service via public-facing forms (applications, maintenance reports).
• “We”, “Us”, “Our” means Esta AI Ltd, a company registered in England and Wales.
• “Content” means any data, text, images, documents, or other materials uploaded to or generated by the Service.

2. Account registration

To use Esta AI, you must:

• Be a registered letting agency or property management business operating in the United Kingdom
• Provide accurate and complete registration information
• Be at least 18 years of age
• Maintain the security of your account credentials

You are responsible for all activity that occurs under your account. If you become aware of any unauthorised use, notify us immediately at support@esta.ai.

Each Agency account may invite team members. The account owner is responsible for their team members' compliance with these terms.

3. Free trial and subscription

Free trial

New accounts receive a 14-day free trial of the full Esta AI platform. No credit card is required to start a trial. At the end of the trial, you must subscribe to continue using the Service.

Subscription plans

Our current pricing is £50 per month (monthly billing) or £40 per month (annual billing, paid yearly). Prices are exclusive of VAT where applicable. We reserve the right to change pricing with 30 days' written notice.

Billing

Payments are processed securely by Stripe. By subscribing, you authorise us to charge your selected payment method on a recurring basis. You can manage your subscription and billing details through the platform's billing settings.

Cancellation

You may cancel your subscription at any time through the billing settings. Cancellation takes effect at the end of the current billing period. We do not provide pro-rata refunds for partial billing periods.

4. Acceptable use

You agree not to:

• Use the Service for any unlawful purpose or in violation of housing, tenancy, or data protection legislation
• Upload false, misleading, or fraudulent property listings
• Discriminate against tenants or applicants on any protected characteristic
• Attempt to gain unauthorised access to other accounts, systems, or data
• Interfere with or disrupt the Service, servers, or connected networks
• Reverse engineer, decompile, or attempt to extract the source code of the Service
• Use the Service to send unsolicited communications (spam)
• Resell, sublicense, or redistribute access to the Service without our written consent
• Exceed reasonable usage limits that could degrade the Service for other users

We reserve the right to suspend or terminate accounts that violate these terms.

5. AI-generated content

Esta AI uses artificial intelligence to assist with property listing descriptions, enquiry classification, maintenance triage, document analysis, and tenant vetting summaries. You acknowledge and agree that:

• AI-generated content is provided as a draft or suggestion and should be reviewed before use
• You are solely responsible for the accuracy of any content you publish, whether manually written or AI-assisted
• AI-generated vetting summaries and risk assessments are assistive tools. They do not constitute financial advice, legal advice, or a guaranteed assessment of a tenant's suitability
• Letting decisions (accepting or rejecting applications) remain your sole responsibility and must comply with relevant legislation including the Equality Act 2010
• AI outputs may occasionally contain errors. We make no warranty that AI-generated content will be accurate, complete, or fit for any particular purpose

6. Portal integrations

Esta AI integrates with property portals including Rightmove and Zoopla. When using portal integrations:

• You are responsible for ensuring all property listings comply with the portal's terms and conditions
• You must hold valid portal agreements directly with Rightmove, Zoopla, or other portals
• Esta AI facilitates data transmission but is not liable for portal downtime, data discrepancies, or changes to portal APIs
• Lead data imported from portals is stored in your Esta AI account and subject to this agreement and our Privacy Policy

7. Tenant data and processing

When tenants submit applications or maintenance requests through Esta AI:

• The Agency is the data controller for tenant personal data collected through agency-branded forms
• Esta AI acts as a data processor on behalf of the Agency
• Agencies must ensure they have appropriate legal grounds to collect and process tenant data, and must provide tenants with adequate privacy information
• Open banking data (via TrueLayer) is collected only with the tenant's explicit consent and is used solely for affordability and income verification

We process tenant data strictly in accordance with agency instructions and our Privacy Policy. For details on our GDPR compliance measures, see our GDPR Compliance page.

8. Data and privacy

Your use of the Service is subject to our Privacy Policy, which explains how we collect, use, and protect personal data. By using the Service, you confirm that you have read and understood our Privacy Policy.

You retain ownership of all data you upload to the Service. We do not claim ownership of your content. We may use aggregated, anonymised data to improve the Service.

9. Intellectual property

The Service, including its design, code, features, and branding, is owned by Esta AI Ltd and protected by copyright, trademark, and other intellectual property laws.

We grant you a limited, non-exclusive, non-transferable licence to use the Service for the duration of your subscription, solely for your internal business purposes.

AI-generated content produced through your use of the Service (e.g. property descriptions) is yours to use. However, we make no guarantee of exclusivity; similar content may be generated for other users.

10. Limitation of liability

To the fullest extent permitted by law:

• The Service is provided “as is” and “as available” without warranties of any kind, whether express or implied
• We do not warrant that the Service will be uninterrupted, error-free, or secure at all times
• Our total liability for any claim arising from or related to these terms shall not exceed the amount you paid to us in the 12 months preceding the claim
• We are not liable for any indirect, incidental, consequential, or punitive damages, including loss of profits, data, or business opportunities
• We are not liable for decisions made based on AI-generated content, vetting reports, or risk assessments

Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by law.

11. Service availability

We strive to maintain high availability but do not guarantee 100% uptime. The Service may be temporarily unavailable due to maintenance, updates, or circumstances beyond our control. We will endeavour to provide notice of planned maintenance where possible.

Third-party integrations (Rightmove, Zoopla, TrueLayer, Google Calendar, etc.) are subject to those providers' availability and terms. We are not responsible for outages or changes to third-party services.

12. Termination and suspension

By you: You may cancel your subscription and close your account at any time via the billing settings or by contacting us. Upon cancellation, you retain access until the end of your current billing period.

By us: We may suspend or terminate your account if you breach these terms, fail to pay subscription fees, or engage in activity that harms the Service or other users. We will provide reasonable notice where possible.

Effect of termination: Upon termination, we will retain your data for a reasonable period (see our Privacy Policy for retention periods) to allow you to export it. After the retention period, data will be securely deleted.

13. Changes to these terms

We may update these terms from time to time. Material changes will be communicated via email or a notice on the platform at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the updated terms.

14. Governing law

These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

15. Contact

If you have any questions about these terms, contact us:

• Email: hello@esta.ai
• Support: support@esta.ai