Terms of Service

Introduction

These Terms of Service govern your access to and use of the VEYLO X platform and any related services.

By accessing or using the platform, you agree to be bound by these Terms. If you do not agree, you must not use the platform.

Definitions

In these Terms, the following words have the meanings set out below. Where a word is used elsewhere in these Terms with the same meaning, that meaning applies.

“VEYLO X®”, “we”, “us”, “our”

VEYLO X Limited (company number 17203848), registered at 66 Paul Street, London, EC2A 4NA.

“Platform”

The VEYLO X website and any associated mobile, desktop or API surface operated by us.

“Services”

The features and functionality made available through the Platform from time to time.

“User”, “you”, “your”

Any person who accesses the Platform, whether as a Landlord, Tenant or otherwise.

“Landlord”

A user who registers, advertises or manages a residential property through the Platform in the capacity of property owner or appointed manager.

“Tenant”

A user who uses the Platform to view, enquire about or apply for a tenancy.

“Listing”

A property page on the Platform containing landlord-declared and public-sector data about a specific residential property.

“Third-Party Provider”

Any third party whose services are integrated with or accessible through the Platform (e.g. tenancy documentation, referencing, identity verification, payment and rent collection, deposit protection, insurance brokerage, mapping, and property, licensing and public-record data).

“Trust Centre”

The information pages we make available from time to time about security, privacy, our approach to compliance, provider status and operational safeguards. Unless expressly stated otherwise, the Trust Centre is provided for information only and does not override these Terms, and nothing in this definition excludes any consumer right that cannot lawfully be excluded.

Eligibility

By using the Platform you confirm that:

• you are at least 18 years old;
• you are resident in the United Kingdom or, if registering as a Landlord, your business is registered or operating in the United Kingdom;
• you have the legal capacity to enter into a binding contract under the laws of England & Wales; and
• your use of the Platform will comply with all applicable UK laws and regulations.

We may suspend or terminate any account that does not meet these conditions.

Nature of the platform

VEYLO X is a digital infrastructure platform designed to support landlords in organising property-related data, compliance records, and operational workflows.

The platform is a software tool only.

VEYLO X:

• does not grant or enter into any tenancy, does not negotiate or agree terms for either party, and does not sign a tenancy agreement or any other document for you
• does not provide legal, financial, or regulatory advice
• does not assume responsibility for property compliance obligations

Each user remains responsible for the decisions, actions, checks, approvals, submissions and legal obligations that apply to that user's role. Landlord, agent, property, safety, licensing, deposit and tenancy-compliance obligations remain with the relevant landlord, agent or other legally responsible person, not VEYLO X.

Compliance disclaimer

The platform may generate alerts, reminders, risk indicators, or automated outputs based on available data.

These outputs:

• are indicative only
• are not exhaustive
• may not reflect all applicable legal requirements

Use of the platform does not constitute legal compliance.

Users remain fully responsible for ensuring compliance with all applicable laws and regulations, including but not limited to landlord obligations, tenancy requirements, safety regulations, and deposit protection requirements.

Subject to the section titled Limitation of liability, VEYLO X is not responsible for any user's failure to comply with applicable law, tenancy obligations, safety requirements, deposit protection duties, licensing requirements or other property-related obligations.

Acceptable use

You must use the Platform only for lawful property-related purposes and in accordance with these Terms. You must not:

• upload, create, publish or submit any false, misleading, fraudulent, discriminatory, unlawful, defamatory, abusive or infringing content;
• misrepresent the condition, availability, ownership, licensing status, safety status or compliance status of any property;
• upload forged, altered or unlawfully obtained documents;
• harass, intimidate, discriminate against, or unlawfully exclude any person;
• scrape, copy, reverse engineer, decompile, interfere with, overload, probe or test the security of the Platform, except to the extent permitted by law or with our prior written consent;
• introduce malware, malicious code, unauthorised bots or integrations;
• use the Platform for money laundering, sanctions evasion, fraud, tax evasion, unlawful letting activity or any other unlawful purpose;
• use another person's account or credentials without authority; or
• attempt to bypass any compliance, identity, payment, audit, security or access-control feature.

We may suspend or restrict access where we reasonably believe this clause has been breached, or where suspension is necessary to protect users, third parties, the Platform, or our legal or regulatory position. Where reasonably practicable, we will tell you the reason for any suspension and the steps required to restore access, unless doing so would create a legal, security, fraud or safety risk.

Authority to use the Platform for a property

If you submit, maintain or publish information about a property through the Platform, you confirm that you are the owner, landlord, lawful agent, or another person authorised by the owner, landlord or lawful agent to maintain the relevant Platform record, and that you will keep evidence of that authority. VEYLO X does not verify ownership, title, agency authority, landlord status or any right to grant, manage or advertise a tenancy.

Account security and account information

Users must ensure that all account information is accurate and kept up to date.

You are responsible for keeping your login credentials secure and confidential, for ensuring that only authorised users access your account, and for setting appropriate permissions. You must notify us promptly if you suspect unauthorised access, compromise of credentials, misuse of your account, or any security incident affecting information held on the Platform. We may require password resets, suspend access, restrict features or take other reasonable security measures where we reasonably believe this is necessary to protect the Platform, users, data, or our legal position. Where access is restricted for security reasons, we may restore it once we are reasonably satisfied that the relevant risk has been addressed.

User data and responsibilities

You are solely responsible for:

• all data uploaded to the platform
• ensuring accuracy and completeness
• ensuring lawful processing of any personal data

Your data protection roles and responsibilities are set out in the section titled Data protection below.

VEYLO X does not verify or validate user-provided data.

Data protection

Each party must comply with applicable data protection laws. Our Privacy Notice explains how we process personal data for our own purposes, including account administration, security, billing, support, analytics, legal compliance and service improvement.

Where you upload or submit personal data relating to tenants, prospective tenants, landlords, agents, contractors or other individuals for your own property-related purposes, you are responsible for having a lawful basis to do so and for ensuring those individuals have received appropriate privacy information.

VEYLO X processes personal data on the platform as an independent controller, as described in our Privacy Notice. Where you upload or submit personal data about other individuals for your own property-related purposes, you act as a separate and independent controller in respect of your own use of that information.

You must not upload special category data, criminal offence data, financial data, identity documents, Right to Rent information or other sensitive material unless the relevant Platform feature is designed to receive it and you have a lawful basis to provide it. You must not upload such material into free-text fields, messaging tools or general document areas unless those areas are expressly designated for that category of information. VEYLO X does not verify the legality, accuracy or completeness of personal data uploaded by users.

Third-party integrations

The platform may integrate with third-party providers, including but not limited to:

• tenancy documentation providers
• referencing providers
• payment and rent collection providers
• deposit protection schemes
• identity verification providers
• property, licensing and public-record data providers
• insurance brokerage providers
• mapping providers

All such services are provided by independent third parties and are subject to their own terms.

Some Third-Party Providers are sources we obtain property, licensing or public-record information from, rather than services we send your information to. We do not transmit your personal information to a source of that kind.

VEYLO X does not control or guarantee third-party services.

Third-party instructions and data sharing

Where you choose to use a third-party integration, you authorise VEYLO X to transmit the relevant information, documents and your selected workflow request to that Third-Party Provider for the purpose of enabling the workflow you selected. The Third-Party Provider may require you to accept its own terms, privacy notice and eligibility checks. The availability of a Third-Party Provider through the Platform is not advice, endorsement, recommendation, or confirmation that the provider is suitable for your circumstances. VEYLO X is not responsible for the acts, omissions, decisions, delays, pricing, eligibility criteria, compliance status or outputs of any Third-Party Provider.

Tenancy documentation

Tenancy agreements and related documentation generated through integrated services are produced by third-party providers.

VEYLO X:

• does not draft or approve tenancy agreements
• does not verify legal enforceability
• does not provide legal advice

Users are responsible for reviewing and approving all tenancy documentation.

Payments, rent collection and client money

VEYLO X does not hold client money, receive rent or tenancy deposits as agent, operate a client account, act as trustee or custodian of funds, or provide payment services.

Where a payment workflow is made available through the Platform, the payment is initiated, processed, received, held or settled by the relevant regulated third-party provider, landlord, agent, deposit scheme or other payee under their own terms. VEYLO X may display payment statuses or workflow records based on information received from users or third-party providers, but VEYLO X does not verify, guarantee or underwrite any payment, settlement, refund, chargeback, reconciliation, rent arrears position, deposit protection status or Client Money Protection arrangement.

Tenant payments

VEYLO X does not charge tenants, prospective tenants, guarantors or relevant persons for enquiring about, applying for, viewing, referencing, entering into, renewing, varying or ending a tenancy through the Platform.

Landlords, agents and other users must not use the Platform to request, require, collect, advertise or facilitate any payment from a tenant, prospective tenant, guarantor or relevant person that is prohibited by applicable law, including the Tenant Fees Act 2019. Users responsible for payment requests must ensure that any holding deposit, tenancy deposit, rent in advance, default fee or other payment complies with applicable law, including any cap, timing rule, written-reason requirement, refund rule and deadline. Any rent, holding deposit, tenancy deposit, default payment or other tenancy-related payment remains the responsibility of the landlord, tenant, agent and relevant third-party provider. VEYLO X does not determine whether a payment is permitted, payable, refundable or recoverable.

Deposit protection

The Platform may support workflows relating to tenancy deposits. VEYLO X is not a deposit scheme provider, and VEYLO X does not hold deposit money at any point.

VEYLO X Limited holds membership of the TDS Custodial scheme in its own name, membership reference EW173833. Where the Platform passes a deposit registration to that scheme, it does so under that membership, and only when you ask it to. Whether a deposit has been protected, and the reference it is held under, is shown by the scheme's own records. Passing a registration to the scheme does not by itself mean that a duty the law places on you has been met, and we do not undertake to meet any duty the law places on you.

A deposit taken under a tenancy has to be protected in an authorised scheme, and the prescribed information has to be given to the tenant, within the time the law allows. These Terms do not change who has to do that, and nothing in this section is legal advice about who has to do it in your case.

Fees, billing and renewal

Paid features, subscription fees, billing periods, taxes and renewal terms will be shown before purchase. Fees are exclusive of VAT unless stated otherwise. Payments may be processed by a third-party payment provider, which may be regulated depending on the service provided, under its own terms.

Unless stated otherwise at checkout, subscriptions renew automatically at the end of each billing period until cancelled. You may cancel renewal through your account settings or by contacting us. Cancellation prevents future renewal but does not automatically refund fees already paid, unless required by law or expressly stated at purchase.

For consumer subscriptions, we will provide pre-contract information, renewal information, cancellation methods, reminder notices and cooling-off rights where required by applicable consumer law.

If payment fails, we may restrict, suspend or downgrade access to paid features after giving reasonable notice where practical. We may change fees on reasonable notice; any material increase will not apply until your next renewal period unless you agree otherwise. Nothing in this clause affects any mandatory consumer cancellation rights or statutory rights that cannot be excluded.

One-off charges (pay as you go)

Some Platform features are available on a one-off, pay-as-you-go basis rather than by subscription. The price, what the charge covers, and any applicable VAT will be shown before you pay. Payment may be processed by a third-party payment provider under its own terms.

Where you are a consumer, you normally have 14 days to cancel a distance contract and receive a refund. Because a pay-as-you-go feature is carried out immediately, we will ask you at checkout to request that we begin straight away and to confirm that you understand you will lose this right to cancel once the feature has been fully provided. If you give that confirmation and we then fully provide the feature within the 14-day period, you will not be entitled to cancel or to a refund on the ground of a change of mind.

If you cancel before the feature has been fully provided, and you asked us to begin during the cancellation period, you must pay a proportionate amount for what has already been provided.

Nothing in this clause affects your statutory rights. If a pay-as-you-go feature is faulty, is not as described, or is not provided, you remain entitled to the remedies available to you under the Consumer Rights Act 2015 and other applicable consumer law.

Insurance alignment

VEYLO X holds commercial insurance for its own business. Any insurance we hold is a matter between us and our insurer. It is not cover for you, and you should not rely on it.

It does not:

• extend to user activities
• cover landlord liabilities
• guarantee compliance outcomes

Users are responsible for maintaining their own appropriate insurance arrangements.

Service availability

We will use reasonable endeavours to keep the Platform available, but we do not guarantee uninterrupted access. It may be unavailable for the following reasons:

• scheduled maintenance windows (we aim to notify in advance where practical);
• emergency security patching;
• third-party infrastructure outages outside our reasonable control;
• force majeure events.

We may modify, suspend or withdraw features where reasonably necessary for security, legal, operational, technical, commercial or product-development reasons. Where a material change to the Services would adversely affect you, we will give reasonable advance notice where practical, except where the change is required for legal, security or risk-management reasons. Where a material change significantly reduces paid functionality during a current paid subscription period, we will, where required by law or fairness, provide an appropriate remedy such as continued access, alternative functionality, cancellation rights or a pro-rata refund.

Intellectual property

All intellectual property rights in the platform remain the property of VEYLO X or its licensors.

You are granted a limited licence to use the platform for its intended purpose.

You keep ownership of every photograph, floor plan and video you upload. By uploading one, you give VEYLO X permission to store it, copy it, resize it, create thumbnails and previews of it, and display it on the Platform and on a public listing. You confirm that you are entitled to give that permission. The permission is limited to operating the Platform and showing your listing, it is not exclusive, and neither of us is paid for it.

The permission lasts while the item is on your listing. After that it lasts for as long as we still hold the item, but only so that we can keep the record described in this paragraph. Once an item is off your listing we do not show it publicly again. If we take an item off a listing we keep it for as long as your listing exists and for six years afterwards, so that there is a record of what the listing showed and when, and we then delete it. Where an item was taken off because it shows a person, we keep only the record that an item was removed and why, and we delete the item itself within 30 days. We do not use your photographs, floor plans or videos to advertise VEYLO X itself without your permission. The section titled Photographs, floor plans and videos on a listing explains when we may take one off a listing.

VEYLO X® is a registered trade mark of VEYLO X Limited (UK IPO UK00004384397). You may not alter, recolour, combine with other marks, or use the VEYLO X name or visual identity in a way that could confuse or mislead third parties, without our prior written consent.

Listing data and landlord warranties

Landlords (and where applicable, their authorised agents) represent and warrant that all property data submitted to VEYLO X (including but not limited to Council Tax band, EPC rating, certificate dates, square footage, bedroom count, amenities, and tenancy terms) is accurate, complete, and lawfully held to the best of their knowledge as at the date of submission.

VEYLO X displays Council Tax bands and other landlord-submitted fields strictly as declared by the landlord on the listing, alongside a “Landlord-declared” attribution. VEYLO X does not independently verify these values; the relevant public authority, register or data source (for example the Valuation Office Agency for Council Tax bands, the EPC Register for energy performance certificates, the relevant local authority for licensing, or the relevant utility, connectivity or mapping provider) is the authoritative source, and listings link to that authority for tenant verification.

Landlords agree to keep listing data current and to correct any inaccuracy without undue delay once identified. Tenants are expected to verify any data point material to their decision (rent affordability, commute, schools, compliance) directly with the relevant authority before signing a tenancy. VEYLO X accepts no liability for losses arising from reliance on landlord-declared data displayed on a listing.

Photographs, floor plans and videos on a listing

There are a small number of situations in which we may take a single photograph, floor plan or video off the public listing. We may do this where we reasonably believe that:

• it shows a person’s face, or something that identifies a particular person by name, such as a letter, a photograph on a wall, or a screen showing someone’s details;
• it does not appear to show the property on the listing;
• it may give a prospective tenant a misleading impression of the property, for example because it has been edited, digitally staged, or shows the property as it was some time ago;
• someone else may own the copyright in it, including any music in a video;
• it cannot be viewed properly, for example the file is broken, blank, or too damaged to make out what it is a picture of; or
• we have been told by a court, a regulator, the police, or the person shown in it that it must not be published, or we reasonably believe publishing it would put someone at risk.

That list is complete, except that we may also take an item off a listing where we are required to do so by law, by a court, or by a regulator, or where we reasonably believe that leaving it up would break the law. If we act for one of those additional reasons we will tell you that, and we will tell you as much about the reason as we are lawfully able to.

We do not review photographs, floor plans or videos before they are published, and we do not check them for accuracy. We do not monitor them after they are published either. Where we are told about a problem, or otherwise become aware of one, we will look at that item and act promptly where one of the reasons above applies.

We do not take an item off a listing because we think the property looks unattractive in it. An accurate photograph of damp, of wear and tear, of a small room, of an old kitchen or of dated decoration shows the property as it is, and it is the kind of thing a prospective tenant will want to see before deciding whether to enquire, so we leave it up.

If we do take an item off a listing we keep the item. It stays in your account, where you can still see it, together with the date we took it off and the reason. Your listing stays published, your account is unaffected, and the other photographs, floor plans and videos on the listing are unaffected. We will tell you by email and in your account, and we will tell you which of the reasons above applied.

If you think we have got it wrong, write to complaints@veylox.uk and we will look at it again. We will reply within 5 working days and give you our decision within 15 working days. If we agree we got it wrong we will put the item back within 2 working days. Nothing in this section affects your right to take the matter to court. The section titled Complaints explains what happens if you are unhappy with the way we deal with it.

Taking one item off a listing is not a statement by VEYLO X about the property, about the rest of the listing, or about you. It does not mean we have looked at anything else on the listing, and it does not mean that anything else on the listing is accurate, complete, checked or approved. Nothing in this section changes the section titled Listing data and landlord warranties, under which listing information is displayed as declared by the landlord and is not verified by VEYLO X.

You can take your own photographs, floor plans and videos off your listing at any time in the listing editor. Where you ask us to take one down for you, we do so at your request and this section does not apply. This section is separate from the section titled Acceptable use, under which we may restrict access to the Platform.

Audit trail and records

The Platform may create timestamps, workflow records, document logs, status labels, reminders and audit trails from Platform activity, user-submitted data and Third-Party Provider information. These records are operational records only and do not certify legal compliance, property condition, payment status, identity, eligibility, document validity or regulatory satisfaction. You remain responsible for checking whether Platform records are complete and accurate for your purposes, preserving any records you are legally required to keep, and deciding whether and how to rely on them. This clause should be read with the sections titled Compliance disclaimer and Limitation of liability.

Exporting a conversation

The Conversations screen allows either party to a tenancy to export the messages on that tenancy as a document, and to include the files attached to them. The export is generated on the exporting party’s own device.

An export names both parties to the tenancy, as landlord and as tenant, using the names recorded on that tenancy. It reproduces every message on the thread, including messages you sent, and any file you attached. It does not include your email address, your telephone number or your postal address.

By sending a message or attaching a file on the Conversations screen, you accept that the other party to the tenancy may export it, and may disclose it together with your name to a third party, including a tenancy deposit scheme adjudicator, the Property Ombudsman, a local authority, an insurer, a legal adviser or a court. Once an export has been generated VEYLO X cannot recall, amend or delete it, and cannot control what a recipient does with it.

VEYLO X does not decide whether an export is made, does not select what it contains, and does not verify, interpret, assess or certify anything within it. An export is not evidence prepared by VEYLO X, and is not a statement by VEYLO X about either party or about any matter in dispute. Each party is responsible for its own use and disclosure of an export, including its obligations under data protection law.

References and referee statements

Where a prospective tenant names a referee, VEYLO X sends that referee a request and records the reply. The reply is the referee's own statement. VEYLO X transmits it to the landlord in the form in which the referee gave it, without verification and without editorial change.

VEYLO X does not verify the identity of a referee, does not check whether a referee holds the position they claim to hold, and does not assess whether anything a referee states is accurate, complete or fair. VEYLO X does not add to, remove from, correct, moderate, summarise or rewrite a referee's statement.

A reference obtained through the Platform is not a recommendation, endorsement, assessment or approval by VEYLO X, and is not a decision about any application. The landlord decides whether to seek a reference, what weight to give it, and whether to make any further enquiry. The landlord remains responsible for the lawfulness of any decision it takes, including its obligations under the Equality Act 2010.

A referee is responsible for the content of the statement they give. A landlord who receives a reference must handle it in accordance with data protection law and must not use it, or any information within it, to treat a person less favourably because of a protected characteristic.

Where a person who is the subject of a reference tells us that its content is inaccurate, or that it refers to a protected characteristic, we will act as described in our Privacy Notice. VEYLO X does not arbitrate the truth of a reference and does not act as a decision-maker between the parties.

Limitation of liability

If you are a consumer:

We are responsible to you for loss or damage you suffer that is a foreseeable result of our breaking these Terms or of our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen, or if, at the time you accepted these Terms, both you and we knew it might happen. We are not responsible for any loss or damage that is not foreseeable.

Your statutory rights as a consumer under the Consumer Rights Act 2015, including our duty to provide the Platform with reasonable care and skill, are not affected by these Terms.

The exclusions and the monetary cap set out under “Business users only” below apply to business users and do not apply to you as a consumer. Nothing in these Terms limits our liability to you for direct loss or damage caused by our own breach of these Terms or our failure to use reasonable care and skill.

We only supply the Platform to consumers for domestic and private use. If you use it for any commercial or business purpose, we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

We do not exclude or limit our liability to you in any way where it would be unlawful to do so.

Business users only. The following exclusions and cap apply where you use the Platform in the course of business. They do not apply to consumers.

To the fullest extent permitted by law, and subject to any rights that cannot lawfully be excluded, the Platform is provided on an “as is” and “as available” basis, and no warranties are given regarding accuracy, completeness or fitness for any particular purpose.

VEYLO X shall not be liable for:

• indirect, special or consequential losses;
• loss of income, profit, business, contracts, or anticipated savings;
• compliance failures by the User; or
• any losses arising from reliance on Platform outputs.

Subject to the carve-outs below, VEYLO X's total aggregate liability to you arising out of or in connection with the Platform or these Terms in any rolling 12-month period shall not exceed the greater of (a) £1,000; and (b) the total fees actually paid by you to VEYLO X in the 12 months immediately preceding the event giving rise to the claim.

The liability cap reflects that VEYLO X is a software platform and record-keeping tool only, and is not paid to act as a letting agent, property manager, legal or compliance adviser, surveyor, payment institution, deposit scheme, insurer, broker, fiduciary or guarantor.

Carve-outs (nothing in these Terms limits or excludes):

• liability for death or personal injury caused by our negligence;
• liability for fraud or fraudulent misrepresentation;
• your statutory rights as a consumer under the Consumer Rights Act 2015 (where you contract with us as a consumer);
• any other liability which cannot lawfully be excluded or limited under UK law;
• any amount we are required to pay you under a decision of a redress scheme.

Indemnity

Business users. If you use the Platform in the course of business, you agree to indemnify VEYLO X, its officers, employees and contractors against losses, liabilities, claims, reasonable costs and expenses arising from:

• your breach of these Terms;
• any allegation that property data, listings, documents or workflow requests you submit are inaccurate, misleading, unlawful, infringing, unauthorised, discriminatory or otherwise in breach of these Terms;
• your breach of landlord, agent, housing, safety, deposit, licensing, consumer, discrimination, tax, anti-money-laundering or data protection obligations;
• your misuse of tenant, landlord or third-party data; or
• your fraud, misrepresentation or unlawful activity.

This indemnity does not apply to the extent that the loss is caused by VEYLO X's own breach of these Terms, negligence, fraud or wilful misconduct.

Consumers. If you are a consumer, you indemnify VEYLO X only for losses, liabilities, claims, reasonable costs and expenses arising directly from your fraud, your misuse of the Platform, your intentional and material breach of these Terms, or unlawful content you submit, except to the extent caused by VEYLO X's breach, negligence, fraud or wilful misconduct.

Fraud, sanctions and financial crime

You must not use the Platform in connection with fraud, money laundering, terrorist financing, sanctions evasion, tax evasion, bribery, corruption, forged documents, identity misuse, unlawful letting activity or any other financial crime. We may suspend or terminate access, decline, pause, cancel or disable Platform workflows or workflow requests, preserve evidence, and report matters to competent authorities or Third-Party Providers where we reasonably consider this necessary or lawful. Any such action will be taken subject to applicable law and our Privacy Notice.

Termination

Your right to stop using the Platform. You may stop using the Platform at any time, for any reason, without notice and without any fee or charge. We do not charge tenants for using the Platform. To close your account and request deletion of your personal data, contact info@veylox.uk (see our Privacy Notice for retention details, including any data we are required by law to retain after closure).

Our right to suspend or terminate. We may suspend or terminate your access where there is misuse, breach of these Terms, fraud, unlawful activity, or where we are required to do so by law or by a competent authority. Where practical we will give reasonable advance notice; in cases of urgent safety or security risk we may act immediately and notify you afterwards.

Temporarily pausing part of your account

Sometimes we need to pause a small part of what you can do on the Platform while we look into something. This clause tells you what we may pause, what we will never pause, how long it can last, what happens to what you have paid, and how to reply. Where we or our records describe a restriction on an account, this is what is meant.

This is not a decision about you. Pausing part of your account is not a finding that you have done anything. VEYLO X is a software platform and a record keeper. We do not decide who is right in a disagreement between a landlord and a tenant, and we will never pause your account because the other party to a tenancy says you behaved badly as a landlord or as a tenant. If somebody complains about you, that opens a case, and a case is not a penalty. How many complaints have been made about you is never a reason to pause your account, and neither is anyone's view of what you are like.

What we may pause. Only the following, and nothing else:

• asking for a new viewing, although a viewing already arranged is never stopped; and
• taking part in the referral scheme.

We pause only the ones we need to, and we tell you which ones. We name a thing as paused only where it really is paused.

Two things this clause does not reach. Advertising a property is not one of the things we pause. Where a particular advert has to be corrected or taken down, that is dealt with under the sections titled Listing data and landlord warranties and Acceptable use, it concerns that advert rather than you, and you will always be able to correct or take down an advert of your own. Nor do we pause a conversation somebody has already started with you, which includes applying for a home after you have viewed it. Both of these were considered for this clause and both were left out, because pausing either would have taken something away from somebody who is not the subject of the pause.

What we will never pause. Whatever else is paused, you will always be able to:

• sign in, and read your own account;
• put a deposit into a scheme, and give the tenant the information that has to go with it;
• see that a deposit is protected, and the reference the scheme holds it under;
• report a repair or a fitness problem, read one, and answer it;
• give, record and read the records a home has to have, including gas safety, electrical safety, smoke and carbon monoxide alarms, energy certificates, inventories, the rent record, and repair and fitness records;
• record that a statutory notice or a written statement was given;
• pay rent, and record that rent was paid;
• download your own documents;
• exercise your rights over your own data, and reach the route for asking; and
• make a complaint, reply to a pause, and get in touch with us, including by a route that works for you if you cannot use the usual one.

If you are party to a live tenancy, everything that tenancy needs keeps working in full for both of you, whatever either of you has paused. Where you share a property or a record with somebody else, a pause on your account takes nothing away from them either. We do not tell the other party, and we do not show it to anyone else.

Why we may do it. We may pause part of your account only where one of the following applies, and only where leaving it alone risks harm carrying on:

• an allegation that somebody was threatened or abused through the Platform;
• an allegation that unlawful material was put into the Platform;
• reason to believe that somebody other than you has control of your account;
• an allegation of fraud in a payment made or taken through the Platform;
• an allegation that the Platform was used to carry on unlawful activity;
• an allegation that the details given about who you are, or about what you own, are not true;
• an allegation that a part of the Platform was used for something it is not for; or
• we are required to pause the account by law, or by a body entitled to require it.

Each of these is an allegation, or a reason to believe. None of them is a conclusion that you did anything. Where the allegation is about who you are or about what you own, acting on it is never us deciding a dispute about title, ownership, or authority to act, and never us deciding anything arising under a tenancy. Those are not ours to decide.

How the decision is made. Two of our people must agree before a pause takes effect, and whoever proposes it cannot be the one who agrees to it. We must write down the specific allegation, choose one of the reasons listed above, say what harm may carry on if nothing is paused, choose the least we can pause, and record that we have considered whether the decision would discriminate against you. Except in an emergency, we must also point to something in our own records that bears the allegation out. In an emergency, a single credible report may be enough for the first decision, and every other safeguard in this clause still applies. No pause is ever decided by automated processing alone.

In an emergency, one of our people may act alone, and only where there is an immediate risk to somebody's safety, unlawful material, an account that has been taken over, fraud in progress, or something the law requires of us. An emergency pause ends by itself within twenty-four hours of being put in place unless a second person has agreed to it by then.

We always tell you. A pause has no effect until we have written to you. We tell you what is paused and from when, exactly what you can still do, the reason in words, the date it lifts by itself, how to reply and to whom, how to complain, and that your rights in law are not affected. We offer a route to reply that works for you if you cannot use the usual one, and you can ask us for a reasonable adjustment.

We may hold back the reason for a time, where telling you would tip somebody off, destroy evidence, or create a risk to somebody's safety. We will never hold back the fact that something is paused. You will not find things quietly failing.

We do not tell you who complained.

How long it lasts. A pause lasts no more than fourteen days from the moment we tell you, and it lifts by itself at the end of that time whether or not anybody does anything. We may renew it once, for up to fourteen days more, and only on a fresh decision by two people and a fresh written notice to you. You cannot be paused for more than twenty-eight days in total, counted from the first time we told you about that case. At twenty-eight days the pause must end. Anything further has to be a separate decision under the section titled Termination, with everything that goes with it, and we cannot use that section simply to carry on a pause that has run out.

If we decide to pause something and then do not write to you within seventy-two hours, the decision lapses and nothing is paused.

Any one of our people may lift a pause at any time, and lifting never needs a second signature.

If you disagree. Write and tell us. Replying is one of the things a pause never stops. We aim to look at what you say within 3 working days of receiving it, and to answer you before the pause lifts by itself. Whether or not we have answered by then, the pause still lifts by itself on the date we gave you. If our rules for pausing were not met, or if the pause is no longer needed, we lift it. You can also complain under the clause below. If your complaint is about how we have handled information about you, our Privacy Notice explains that route and the time limits that apply to it.

What happens to what you have paid. We will not charge you for a paid feature while it is paused. Where you have already paid for a period in which a paid feature was paused, you may ask for money back, and we will refund a fair part of the price for that feature and that period, up to the whole of it where that is appropriate. We will do the same if you end your subscription, or if our rules for pausing were not met. We will pay a refund without undue delay, and in any event within 14 days of our agreeing that it is due, by the same means you paid unless you agree otherwise. We may offer you extra time or a credit instead, but only as a choice for you, and never as the only thing on offer. Your right to cancel is not affected.

Your rights in law. Nothing in this clause removes or limits any right or remedy you have in law that cannot lawfully be excluded, including your rights under the Consumer Rights Act 2015 and your rights over your own data. Nothing in this clause affects anything you, or the other party to a tenancy, may do outside the Platform.

Complaints

If you are unhappy with the Platform or our service, tell us at complaints@veylox.uk, or write to us at VEYLO X Limited, 66 Paul Street, London, EC2A 4NA. Please give your name, an email address or other contact details we can reply to, what has happened, and what you would like us to do about it. If you send your complaint to another VEYLO X address we will still treat it as received on the day it reached us.

We will acknowledge your complaint in writing within 5 working days of receiving it, and send you our full written response within 15 working days of receiving it. If we need longer we will tell you why and when to expect our answer. In every case we will send you our final response no later than 8 weeks after the day we received your written complaint.

VEYLO X Limited is a member of the Property Redress Scheme, membership number PRS060375. The scheme's website is propertyredress.co.uk. If we have not put your complaint right, you can ask the Property Redress Scheme to look at it. The scheme is free for you to use. The scheme asks you to complain to us first and to allow us up to 8 weeks to resolve it. You do not always have to wait the full 8 weeks. The scheme may look at your complaint sooner, for example if the matter is urgent, if we are not responding to you, or once you have received our final response and remain unhappy. You need to contact the scheme within 12 months of your last communication with us about the complaint. The Property Redress Scheme decides which complaints it can consider. Our full complaints procedure is at veylox.uk/complaints.

Complaining to us does not affect your right to contact Trading Standards through the Citizens Advice consumer helpline on 0808 223 1133, to take independent legal advice, or to go to court. Nothing in this section affects those rights or any time limit that applies to them.

VEYLO X is not a party to your tenancy and does not decide any dispute between you and anyone else.

Changes to these terms

We may update these Terms from time to time. Some changes are cosmetic, such as correcting a typing error, renumbering a clause, or making a sentence read more clearly without changing what it means. We make those without advance notice and record them in the Change record below.

Where a change is more than cosmetic, for example a new clause or a change to your rights or obligations, we will do all of the following before it takes effect:

• Place a notice in your account. We do this for every account holder, whatever contact details we hold for you. The notice names the new version, gives the date it takes effect, says in plain English what has changed, and links to the new wording. It stays in your account so that you can read it again afterwards, and we keep our own record of which version it announced and the date we placed it there.
• Email you as well, where we hold an email address for your account. Where we do not hold one we do not send an email, and the notice in your account does not depend on it.
• Allow at least 14 calendar days between the day we place the notice in your account and the day the new Terms take effect.

The only exception is a change we are required to make immediately by law, or that we must make immediately to protect the security of the Platform or the safety of the people using it. Where that happens we will place the notice in your account as soon as we can and say why the change was made without advance notice.

We may also show a banner on the Platform while a change is pending. The banner is a courtesy and it is not the notice. Closing it does not affect the notice in your account, the notice period, or anything else in this clause.

Until the notice period has passed, the version of these Terms you agreed to is the version that applies to you. We keep the earlier versions we hold, with the dates each one was in force. If you want to read the version that applied to you on a particular date, ask us at info@veylox.uk and we will send it to you. If you continue to use the Platform after the new Terms take effect, that is your acceptance of them. If you do not agree, you may close your account before that date; see Termination above.

Notices

We may give you notices by email, in-app message, account notification, website notice, or post using the contact details associated with your account. You are responsible for keeping your contact details up to date.

Formal legal notices to VEYLO X should be sent by email to info@veylox.uk or by post to VEYLO X Limited, 66 Paul Street, London, EC2A 4NA, unless we notify you of a different address. We may ask you to confirm a formal notice by post where reasonably necessary. Notices are deemed received when delivered, or if sent by email, on the next working day (in England and Wales) after sending, provided no delivery-failure notice is received.

Assignment and subcontracting

You may not assign, transfer or delegate your rights or obligations under these Terms without our prior written consent. We may assign, transfer, subcontract or delegate our rights and obligations to an affiliate, successor, purchaser of our business or assets, or service provider, provided this does not materially reduce your rights under these Terms. Where a transfer materially affects consumer users, we will give reasonable notice where practicable.

Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, it will be interpreted, so far as possible, to achieve its intended lawful effect. If that is not possible, the provision will be treated as deleted. The remaining provisions continue in full force.

Waiver

If we do not enforce a right under these Terms, or delay enforcing it, that does not waive that right. A waiver is only effective if given in writing.

Entire agreement

For business users, these Terms, together with any documents expressly referred to in them, form the entire agreement between you and VEYLO X regarding use of the Platform, and you acknowledge that you have not relied on any statement, promise, representation or assurance not set out in these Terms. For consumers, this clause does not exclude or limit any rights arising from information that is binding under consumer law, or any statutory rights that cannot be excluded. Nothing in this clause limits or excludes liability for fraud or fraudulent misrepresentation.

Third-party rights

Except for VEYLO X's affiliates, officers, employees, contractors and licensors, who may rely on any exclusion, limitation or protection expressed to benefit them, no person other than you and VEYLO X has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999. A Third-Party Provider may rely on this clause only where a term expressly states that it is for that provider's benefit.

Governing law and jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims), are governed by the laws of England and Wales.

You and we agree that the courts of England and Wales have exclusive jurisdiction to settle any such dispute or claim, except that, if you contract with us as a consumer, you may also bring proceedings in the jurisdiction in which you live, and you retain the protection of mandatory consumer-law rights that apply to you in that jurisdiction.

Change record

These Terms may be updated from time to time. The clause titled Changes to these terms explains the notice we give. This record lists what changed and when.

4 September 2026, terms-v2.8-2026-09-04. Two presentational changes and no change to what these Terms say or to any right under them. The sentence about earlier versions has moved from the top of the page into this record, which is where a reader looking for version history looks and where the rest of the version history already is. v2.7 put it at the top; on reflection the version label above the document answers "which version am I reading", and "how do I get an earlier one" is a different question asked in a different place. And the entries before the most recent one are now behind a control marked Summary of changes, which you open to read them. The two documents this page tells you to read alongside it, the Privacy Notice and the Trust Centre, are now links. They were the names of documents with no way to reach them, and the Trust Centre in particular had no page at all until today. Nothing has been removed: this record was already about fifteen hundred words and grows with every release, and a page that grows without limit stops being read at all. The most recent entry stays in plain view, because that is the one telling you what changed.

4 September 2026, terms-v2.7-2026-09-04. The promise made by v2.6 earlier today, that we keep the earlier versions and will send you the one that applied to you on a date if you ask, now also appears at the top of this page, above the document. It was made in the Changes clause only. A person deciding whether they are holding the version that binds them looks at the top of the page, and nothing there said how to obtain an earlier version. No promise is new and no right changes: the same sentence is now where a reader can find it.

We keep the earlier versions of these Terms, with the dates each one was in force. If you want to read the version that applied to you on a particular date, ask us at info@veylox.uk and we will send it to you.

Contact

VEYLO X Limited
66 Paul Street, London, EC2A 4NA
info@veylox.uk
ICO registration: ZC156986 · Company number: 17203848