Terms of service

These terms ("Terms") govern your use of the HAIVN property management platform operated by HAIVN Property Management Ltd ("HAIVN", "we", "us"), a company registered in England and Wales. They apply to our website at haivn-property.ai, the HAIVN web application, and any associated services and APIs (the "Service").

By creating an account, signing in, or otherwise accessing the Service, you agree to these Terms. If you do not agree, please do not use the Service.

HAIVN Property Management Ltd is registered in England and Wales. Our registered office address and company number are listed on Companies House.

For questions about these Terms: legal@haivn-property.ai.
For account or billing issues: support@haivn-property.ai.
For data privacy enquiries see our privacy policy.

You must be at least 18 years old and legally capable of entering into binding contracts to use the Service. By creating an account, you confirm that the information you provide is accurate, current, and complete, and that you will keep it up to date.

You are responsible for keeping your account credentials confidential and for all activity that occurs under your account. Notify us at support@haivn-property.ai without delay if you suspect unauthorised access.

HAIVN offers different account types (for example: managed-track landlords, self-serve landlords, letting agents, tenants, contractors). Specific terms may apply to each account type and will be made clear during sign-up or in your subscription plan.

HAIVN provides software-as-a-service tools for UK private rented sector property management. Depending on your account type, the Service may include — without limitation — compliance tracking, maintenance coordination (including AI-assisted triage and contractor dispatch), tenant onboarding, deposit handling workflows, rent reconciliation, accounting integrations, and communication tools.

We continuously improve the Service. We may add, remove, or change features without prior notice, provided we do not materially reduce the core functionality you have paid for during an active billing period.

Some features rely on third-party services (for example: KYC providers, banking-feed providers, contractor networks, deposit schemes, email providers, AI providers). We will name the providers we use materially within the Service or in our privacy policy. Availability of those features depends on those providers operating normally.

You agree not to:

• use the Service for any unlawful purpose or in breach of any applicable law or regulation (including, where relevant, the Housing Act 1988, the Renters' Rights Act 2025, the Tenant Fees Act 2019, the Equality Act 2010, anti-money-laundering regulations, and consumer protection law);
• upload, submit, or transmit content that is unlawful, defamatory, fraudulent, discriminatory, harassing, or that infringes the intellectual property or privacy rights of any person;
• attempt to gain unauthorised access to the Service, any accounts other than your own, or to any computer systems or networks connected to the Service;
• interfere with or disrupt the integrity or performance of the Service, including by introducing malware, conducting denial- of-service attacks, or scraping at unreasonable volume;
• reverse-engineer, decompile, or attempt to extract the source code of the Service, except to the extent that applicable law expressly permits this;
• resell, sublicense, or commercially exploit the Service or its content without our prior written consent.

We may suspend or terminate accounts that breach these rules without prior notice where necessary to protect the Service, other users, or third parties.

You retain ownership of the content you upload (for example: property details, photographs, tenancy documents, messages, accounting data). You grant HAIVN a worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, display, and process that content solely as necessary to provide the Service to you and the people you authorise.

You confirm that you have the right to upload the content you submit and that processing it via the Service does not breach any confidentiality obligation, intellectual property right, or applicable law.

For personal data uploaded into the Service, our role and obligations as a data controller or data processor are set out in our privacy policy and (for managed-track users) in your Data Processing Agreement.

HAIVN uses third-party large language models and other AI systems to assist with tasks including (but not limited to) maintenance triage, content drafting, compliance summarisation, and recommendation generation. We design AI features as assistants — not authoritative legal, financial, or professional advice.

You agree to review AI-generated output before relying on it for any consequential action (for example: serving a notice, submitting a tax return, dispatching a contractor). HAIVN is not liable for losses arising from your reliance on AI-generated output that you have not reviewed.

Specific human-in-the-loop controls (for example: approval workflows in our content publisher, or sign-off on auto-dispatch in maintenance) are explained inside the relevant Service screens.

Subscription tiers and the fees that apply to each are shown on our pricing page and confirmed during checkout. Unless stated otherwise, all fees are in pounds sterling and exclude VAT, which we will add where applicable.

Subscription fees are billed in advance, on a monthly or annual cycle depending on the plan you select. Per-property usage fees (for example: percentage-of-rent charges on managed-track plans) are billed monthly in arrears.

Payment is taken automatically via the payment method you register at sign-up. You authorise us to charge that method for the recurring subscription and any usage fees that accrue. If a charge fails, we may suspend access until payment is received.

You may cancel a subscription at any time from your account settings. Cancellation takes effect at the end of the current paid period; we do not pro-rate refunds for partial periods unless required by law.

Founding-customer or promotional discounts (for example: the Founder 50% discount) are governed by the specific terms published at the point of sign-up and remain in force only while you maintain an active, paid-in-full subscription.

For users on a managed track where HAIVN handles client money: client funds are held in a designated client account in accordance with applicable Client Money Protection (CMP) scheme rules. Specific terms (including CMP scheme membership details and the redress scheme we belong to) are confirmed during managed-track onboarding and set out in a separate management agreement.

Tenancy deposits are protected through a UK government-approved scheme; the prescribed information will be provided to tenants as required by the Housing Act 2004.

These provisions apply only to users on the managed track. They do not apply to self-serve users, who remain responsible for their own client money and deposit handling.

The Service may contain links to, or integrations with, third-party websites or services that we do not own or control. We are not responsible for the content, accuracy, privacy practices, or availability of those third parties. Your use of them is governed by the terms and policies of the relevant third party.

All right, title, and interest in the Service (including its software, design, branding, documentation, and AI models we develop) remain with HAIVN or our licensors. We grant you a limited, non-exclusive, non-transferable, revocable licence to access and use the Service in accordance with these Terms for the duration of your subscription.

Feedback you provide about the Service is given without obligation on our part. We may use it to improve the Service without owing you any compensation or attribution.

We provide the Service with reasonable skill and care. We do not warrant that the Service will be uninterrupted, error-free, or perfectly accurate, or that the Service will meet any specific business outcome you have in mind.

Some of our content — including AI-assisted suggestions, templates, and compliance pointers — is for general guidance only and is not legal, tax, accounting, or other professional advice. You should obtain professional advice before acting on anything you read in the Service.

Where you are a consumer (within the meaning of the Consumer Rights Act 2015), nothing in these Terms affects your statutory rights. The disclaimers and limits below apply only to the extent the law allows.

Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• any other liability that cannot lawfully be limited or excluded under English law.

Subject to the above, our maximum aggregate liability to you in connection with the Service in any 12-month period is limited to the total fees you paid us for the Service in that period.

To the extent permitted by law, we exclude liability for: indirect or consequential loss; loss of profits, revenue, or anticipated savings; loss of goodwill or reputation; loss or corruption of data (except to the extent caused by our breach of our data-protection obligations); and any losses arising from third-party services or content.

You agree to indemnify HAIVN against claims, losses, damages, and reasonable costs arising from your breach of these Terms, your unlawful use of the Service, or your infringement of any third party's rights through your use of the Service. We will tell you promptly about any such claim and will let you control its defence at your reasonable cost.

We may suspend or terminate your account if you breach these Terms, fail to pay fees when due, or use the Service in a way that risks harm to other users, third parties, or HAIVN. Where practicable, we will give you reasonable notice and an opportunity to cure.

You may close your account at any time from account settings. Termination does not affect rights or obligations that have already accrued (including unpaid fees and statutory record-retention obligations described in our privacy policy).

On termination we will retain your data only for as long as necessary to meet legal, regulatory, or accounting obligations, in line with our privacy policy. You can request an export of your data before closing the account.

We may update these Terms from time to time. We will update the "Last updated" date at the top of this page and, where the change is material, we will notify account holders by email. If you continue to use the Service after a material change takes effect, you are deemed to accept the updated Terms. If you do not agree, you may cancel your subscription before the change takes effect.

These Terms and any non-contractual obligations arising from or in connection with them are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction to settle any dispute, except that nothing in this clause restricts your right (where you are a consumer) to bring proceedings in the courts of the part of the United Kingdom in which you live.

Entire agreement. These Terms (together with any specific terms referenced — for example a management agreement for managed-track users, our privacy policy, and our cookie notice) are the entire agreement between you and HAIVN about your use of the Service.

Severability. If any provision of these Terms is held invalid or unenforceable, the remainder will continue in full force.

No waiver. Our failure to enforce any right or provision of these Terms is not a waiver of that right.

Assignment. You may not assign or transfer your rights under these Terms without our written consent. We may assign or transfer our rights to a successor in connection with a business reorganisation or sale.

No partnership. Nothing in these Terms creates a partnership, joint venture, or agency relationship between you and HAIVN.