Terms of service

1. About these terms

These terms are the agreement between you and Landlord Address for our landlord correspondence address and mail handling service. Please read them before you apply. You accept them when you complete your application and pay.

These terms work together with our pricing page, our acceptable use policy and our privacy notice, which explains how we handle your personal data. You can contact us at any time through our contact form.

2. The service

We give you a correspondence address in England with your own reference, to use for your tenants, notices and registers instead of your home address. Your plan includes:

• an identity check before your address is issued
• your address and personal reference for every property you let
• every item logged the day it arrives, with the sender, type of item and date
• letters scanned within one working day and an email alert when post arrives
• legal and official post (from tenants, courts, councils, HMRC and deposit schemes) flagged and you told the same working day
• recorded and signed-for letters signed for by our staff and logged, and you told
• an online mailbox with your scans kept for 12 months
• paper originals forwarded when you ask, at the cost of postage with no handling fee
• a section 48 notice filled in with your name and reference

We handle letters and large letters, including recorded and signed-for items. We do not accept parcels.

Your address is a correspondence address. It is not a home address and you cannot use it where the law asks for where you live, such as the residential address the PRS database collects. Whether our address meets a particular rule depends on that rule. For example written rent demands under section 47 may need your own address, and deposit schemes and councils decide what they accept. Our guides explain the rules in general terms but we do not give legal advice. See landlord address rules and take advice if you are unsure.

3. Who can use it

At the moment the service is for:

• individual landlords aged 18 or over with rental property in England
• joint owners of the same rental properties, who can share one plan

Everyone named on a plan must pass our identity check before we issue the address. Limited companies and landlords with property in Scotland or Northern Ireland can join our waiting list but cannot sign up yet. We focus on England, and landlords with property in Wales can also join the waiting list. Use our address check to join.

We may decline an application, for example if we cannot confirm your identity. If we do, we refund anything you have paid. Our identity checks page explains why we verify every landlord.

4. Price and payment

Our standard price is £99 a year. When you sign up online your first year costs £49 instead. The price includes every mandatory fee. There is no setup fee and no charge for logging, scanning, alerts or your online mailbox. One plan covers every property you let in England.

The only optional extra is postage. If you ask for paper originals we post them to you at the cost of postage, with no handling fee.

You pay for each year in full and up front by card through our payment provider. We do not offer monthly payments. We never see or store your full card number. If we agree a portfolio quote with you in writing, the quoted price replaces the standard price for the period the quote covers.

5. Your first year and renewal

The sign-up discount applies to your first year only, when you sign up online. From your second year you pay the standard annual price, the same price every customer pays.

Your plan runs for 12 months from its start date, which we confirm by email. It then renews automatically for another 12 months at our standard annual price, currently £99, unless you have switched renewal off. We take the renewal payment using the payment details held by our payment provider.

We email you 30 days before your renewal date with the date, the price you will pay and how to switch renewal off.

If our standard price changes, the new price applies only from your next renewal and your reminder will show it. We never change the price of a year you have already paid for.

If a renewal payment does not go through, we will email you so you can update your payment details.

6. Your 14-day right to cancel

Consumer law gives a 14-day right to cancel most contracts made online. We give every customer the same right. If you cancel within 14 days of the day you sign up, we refund everything you paid, even if we have already started handling your post.

To cancel, send us a message through our contact form and choose Existing customer as the enquiry type. You do not have to give a reason. We refund you using the payment method you used.

When you cancel, your address and reference stop being active. Tell your tenants and anyone else you gave the address to. Post that arrives afterwards is handled as set out in section 8.

7. Switching off renewal

You can switch off renewal at any time before your renewal date by sending us a message through our contact form. Your address keeps working until the end of the year you have paid for. After the 14-day cancellation period we do not refund part of a year, except where section 13 or 15 says otherwise or the law requires it.

Before your plan ends, give your tenants a new address for notices and update the other places you used your landlord address. Our guide to changing your landlord address lists them.

8. When your plan ends

We never quietly bin your post. When your plan ends, including when you cancel or switch off renewal:

• For 30 days we keep receiving your post, log it and tell you by email that it has arrived. You can renew during this time and your address carries on as before.
• After 30 days, new post is returned to the sender so they know to find another address for you.
• Legal and official originals we are holding for you are never shredded without your instruction.

9. Your responsibilities

You agree to:

• give us true and complete information, including during your identity check
• use the address for post about your lettings, as our acceptable use policy allows
• ask senders to use your name and reference so we can match post to you
• keep your contact details, forwarding address and list of properties up to date, and tell us if your name changes
• give your tenants the notices and information the law requires, including an address for notices, and update them when it changes. We fill in a section 48 notice for you but giving it to your tenants is up to you
• read your post alerts and scans and act on them in time. We tell you when post arrives but we cannot act on it for you
• keep your login details safe and tell us straight away if you think someone else has used your account

10. Acceptable use

Your address keeps your home private. It must never be used to hide from tenants, courts, councils or enforcement, for fraud or for anything unlawful. The full rules are in our acceptable use policy, which forms part of these terms.

11. Our service levels

Service levels run from when an item reaches us. A working day is Monday to Friday, not including bank holidays in England. If something outside our reasonable control, such as a postal strike or severe weather, stops us meeting a service level, we will tell you and catch up as soon as we can. If we miss a service level for any other reason, please tell us through our complaints page. Our mail handling page explains the process in full.

12. Our responsibility to you

We will provide the service with reasonable care and skill and as described in these terms. If we get something wrong, tell us and we will put it right where we can.

We are not responsible for:

• post that is lost or delayed before it reaches us, or after we hand it to Royal Mail or another carrier to forward to you
• post we cannot reasonably match to you because it does not show your name or reference, which we return to the sender
• parcels, which we do not accept
• anything that happens because you did not read or act on post we told you about
• whether a particular tenant, court, council, deposit scheme or register accepts our address for you
• losses that neither you nor we could have expected when you signed up

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or for anything else the law does not allow us to limit. Nothing in these terms affects your legal rights as a consumer.

13. Ending the service for misuse

We may suspend or end your service straight away if:

• you gave false information in your identity check
• you use the address for fraud or to avoid tenants, courts, councils or enforcement
• you seriously break our acceptable use policy, or keep breaking it after we have told you

If we do, we will tell you why unless the law stops us. We may return new post to the sender straight away instead of holding it for the period in section 8. Legal and official originals we are holding are never shredded without your instruction. We may share information with courts, the police or other authorities where the law requires or allows it, as our privacy notice explains.

We may also end the service for other reasons by giving you notice, for example if we stop offering it. If we do, we refund the part of your year you have not used.

14. Complaints

If you are unhappy with any part of our service, please tell us through our complaints page. It explains how we handle complaints and how long we aim to take.

15. Changes to these terms

We may change these terms, for example to reflect a change in the law or in our service. We will email you before a change that affects you takes effect. If you do not agree to it you can end your plan before the change applies and we will refund the part of your year you have not used. Price changes apply only from your next renewal, as section 5 explains.

16. The law and other terms

These terms are governed by the law of England and Wales, and the courts of England and Wales can deal with any dispute about them. If you live in Scotland or Northern Ireland you can also bring proceedings in your local courts.

If a court decides that part of these terms cannot be enforced, the rest still applies. Only you and we have rights under these terms. You cannot transfer your plan to someone else without our agreement.