Landlord Vision Fair Usage Policy

Introduction

We want everyone using our platform to have a great experience. Our Fair Use Policy simply means using the service in a reasonable way so it works smoothly for everyone.

For most customers running normal property management operations, you'll never need to think about this policy. It's only relevant if usage becomes unusually high or disruptive.

This Fair Usage Policy is incorporated into, and forms part of, our End User Licence Agreement and our Website Terms and Conditions. Any breach of this Policy will also constitute a breach of those agreements.

In this Policy, “Services” and “Consumer” have the meanings given to them in our End User Licence Agreement, which is incorporated into this Policy by reference.

What we mean by "fair use"

Fair use generally means using the platform for normal property management activities such as:

• Managing properties, tenancies, and landlords
• Recording rent, expenses, and maintenance
• Communicating with tenants and owners
• Generating reports and documents

In other words — using the platform to run your landlord business.

Examples of usage that may fall outside fair use

The following types of activity may be considered excessive or unfair use of the service:

• Extremely large volumes of automated actions that place heavy load on the system
• Using the platform primarily as a data storage or bulk-processing tool unrelated to property management
• Activities that negatively affect the performance or stability of the platform for other users
• Attempting to bypass platform limits or safeguards
• Reselling, duplicating, or repurposing the service in ways not intended by the platform

We will decide, acting reasonably and in good faith, whether any particular usage falls inside or outside fair use, taking into account its nature, scale and impact on the platform and other customers.

Unlimited Users

Our "Unlimited User" feature is designed to support the collaborative nature of property management. To ensure a high-quality experience for all customers, usage must be reasonable and typical for a business of your size.

• Proportionality: User counts should align with the number of units managed. For example, 50 users on a 5-unit plan may be deemed "excessive."
• Individual Access: Each user account must be assigned to one individual. Credential sharing is strictly prohibited.
• Remediation: If usage is deemed excessive, we will contact you to discuss a custom plan before taking any restrictive action.

Data Storage & Content Policy

1. Purpose-Bound Storage: Storage is provided exclusively for documents and media directly related to the management of properties and tenants active within the platform (e.g., tenancy agreements, inspection photos, maintenance receipts, safety certificates). Use of the platform as a general-purpose file hosting or backup service for unrelated business or personal data is strictly prohibited.
2. Proportional Allocation: While we do not impose a hard storage cap, total account storage is subject to a Fair Use Baseline of 2 GB per managed unit.
3. Oversight: Accounts exceeding this baseline by more than 25% will be flagged for review to ensure all stored media is platform-relevant.
4. Media optimisation: To maintain system performance for all users, Landlord Vision reserves the right to:
   • Automatically resize or compress high-resolution images and videos during upload.
   • Restrict certain "heavy" file types, e.g. RAW video files, that are not standard for property management.
   • Limit video uploads to 60 seconds clips.

Using our Support service

Our Support team is here to help you when something isn't working as expected or when you need guidance on how a feature works.

Support is intended for things like:

• Troubleshooting issues or errors
• Explaining how a specific feature works
• Helping you resolve problems in your account
• Clarifying platform behaviour or settings

To keep things fair for everyone, support should not be used for:

• Full platform training or onboarding
• Step-by-step help completing routine tasks
• Ongoing operational assistance running your business
• Repeated requests that require significant time from the support team

If we notice unusually high support usage, we may suggest alternative options such as documentation, training resources, or a dedicated training session.

Certain support, onboarding or back-office functions may from time to time be carried out on our behalf by a contracted operational support provider located outside the UK, acting solely under Landlord Vision’s instructions and subject to the data protection safeguards described in our Privacy Notice.

Support vs Training

It's helpful to understand the difference between support and training.

Support

Support helps you fix a problem or understand how a specific feature works when you're stuck.

Training

Training is more structured learning — for example learning how to use the platform, setting up workflows, or teaching new staff how to operate the system.

Training may be provided separately from standard support and may involve scheduled sessions or additional services.

If your usage becomes unusually high

If we notice activity that appears to fall outside normal usage, we'll contact you first to discuss it. In most cases we can resolve things by:

• Adjusting how the platform is being used
• Moving to a plan better suited to your needs
• Arranging training where additional guidance is needed

Our goal is always to find a practical solution before taking any action.

That said, contacting you first is a courtesy we choose to extend, not an obligation, particularly where usage is abusive or creates a security or operational risk to the platform or other customers. In accordance with our End User Licence Agreement, we reserve the right to suspend or restrict access to the Services where usage falls outside fair use, and to terminate access in cases of repeated or serious breach, in each case without liability to you for any resulting loss, save that nothing in this Policy excludes or limits Landlord Vision’s liability for death or personal injury caused by its negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited, and nothing in this Policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or other applicable law.

Our approach

We believe in being fair and transparent. This policy exists to make sure the platform remains fast, reliable, and helpful for everyone.

If you ever have questions about whether your usage might fall outside fair use, just reach out to our team — we're happy to help.

We may amend this Policy from time to time, for example to reflect changes to our platform or business practices. Where we do, we will give you reasonable notice before the changes take effect.

This Policy is governed by, and should be read together with, the governing law and jurisdiction provisions of our End User Licence Agreement, namely the laws of England and Wales, with the courts of England and Wales having exclusive jurisdiction over any disputes.