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Terms of Service

Last updated: 21 March 2026

1. Agreement

These Terms of Service ("Terms") govern your use of the Reni AI platform ("Platform", "Service") operated by Reni AI Ltd ("Reni", "we", "us"), a company registered in England and Wales.

By creating an account or using the Platform, you agree to be bound by these Terms. If you are using the Platform on behalf of an organisation, you represent that you have authority to bind that organisation.

2. The Service

Reni provides an AI platform where property professionals build custom AI agents. These agents automate tenant and guest communications, check real-time data (calendars, property records, contact information), and perform actions on your behalf across email, WhatsApp, and web channels.

The Platform includes: an AI Planner for building agents in plain English, a multi-agent routing system, integrations with Google Workspace, Microsoft 365, WhatsApp, and Airbnb, a conversation inbox, and an analytics dashboard.

3. Your Account

  • You must provide accurate and complete information when creating your account.
  • You are responsible for maintaining the security of your account credentials.
  • You must notify us immediately at support@reniailab.com if you suspect unauthorised access.
  • You are responsible for all activity that occurs under your account.
  • Each account is for a single organisation. You may invite team members within your organisation.

4. Your Data

You retain full ownership of all data you upload to the Platform, including property records, tenant information, contractor details, documents, and conversation content ("Your Data").

You grant Reni a limited licence to process Your Data solely for the purpose of providing the Service — this includes sending Your Data to our AI infrastructure to generate agent responses, storing it in our databases, and transmitting it through connected services as directed by your agents.

We do not use Your Data to train AI models. We do not share Your Data with other customers or third parties, except as necessary to deliver the Service (see our Privacy Policy).

5. AI Agents and Automated Actions

5.1 Your Responsibility

You are responsible for the AI agents you build and the actions they take. This includes the instructions you provide, the data you make available, and the communications your agents send to tenants, guests, landlords, and contractors.

5.2 Agent Limitations

AI agents generate responses based on the data and instructions you provide. While we strive for accuracy, AI-generated responses may occasionally be incorrect or incomplete. You should:

  • Review your agents' behaviour regularly via the dashboard.
  • Configure appropriate escalation rules for sensitive or complex situations.
  • Not rely on AI agents for legal advice, compliance decisions, or financial transactions without human oversight.
  • Ensure your agents comply with applicable regulations in your jurisdiction (including letting regulations, consumer protection, and data protection).

5.3 Escalation

AI agents are designed to escalate conversations to human team members when they encounter situations outside their scope. You are responsible for ensuring your team monitors and responds to escalated conversations promptly.

6. Connected Services

When you connect third-party services (Google, Microsoft, WhatsApp, Airbnb), you authorise Reni to access those services on your behalf within the scopes you approve. You are responsible for:

  • Ensuring you have the right to connect your business accounts.
  • Complying with the terms of service of each connected platform.
  • Disconnecting services promptly if you no longer wish Reni to have access.

We are not responsible for the availability or behaviour of third-party services. If a connected service changes its API or policies, some features may be temporarily unavailable.

7. Acceptable Use

You agree not to use the Platform to:

  • Send spam, unsolicited messages, or deceptive communications.
  • Violate any applicable law, regulation, or third-party rights.
  • Impersonate individuals or misrepresent the nature of AI-generated communications where disclosure is legally required.
  • Process special category data (health, biometric, criminal) without appropriate legal basis and safeguards.
  • Attempt to reverse-engineer, decompile, or extract the source code of the Platform.
  • Interfere with the Platform's infrastructure, security, or other users' access.
  • Use the Platform for any purpose other than property management business operations.

8. Subscription and Payment

  • The Platform is offered on a subscription basis. Pricing is published on our website and may be updated with 30 days' notice.
  • Subscriptions are billed monthly or annually, depending on your chosen plan.
  • Payments are processed by Stripe. All amounts are in GBP and exclusive of VAT unless stated otherwise.
  • If payment fails, we will attempt to collect for 7 days before suspending access.
  • Pilot programme participants may have different terms as agreed in writing.

9. Cancellation

You may cancel your subscription at any time from your account settings. Upon cancellation:

  • Your access continues until the end of your current billing period.
  • AI agents stop processing new conversations after the subscription ends.
  • You have 30 days after cancellation to export Your Data. After 30 days, Your Data is permanently deleted.
  • Connected service tokens are revoked immediately upon account deletion.

10. Service Availability

We aim to maintain 99.9% uptime but do not guarantee uninterrupted service. We may perform maintenance with reasonable advance notice. Scheduled maintenance windows will be communicated via email or the dashboard.

We are not liable for downtime caused by third-party services (AWS, Google, Microsoft, WhatsApp, Airbnb), internet connectivity, or force majeure events.

11. Intellectual Property

The Platform, its design, codebase, AI models, and documentation are the intellectual property of Reni AI Ltd. Your subscription grants you a non-exclusive, non-transferable licence to use the Platform for your business operations.

The AI agent configurations you create (instructions, workflows, templates) belong to you and may be exported.

12. Limitation of Liability

To the maximum extent permitted by law:

  • Reni is not liable for decisions made by AI agents, including incorrect responses, missed escalations, or communication errors.
  • Our total liability for any claim arising from the Service is limited to the amount you paid us in the 12 months preceding the claim.
  • We are not liable for indirect, consequential, or incidental damages, including lost revenue, lost tenants, or business interruption.
  • Nothing in these Terms limits liability for fraud, death, or personal injury caused by negligence.

13. Indemnification

You agree to indemnify and hold Reni harmless from any claims, damages, or expenses arising from: (a) your use of the Platform, (b) Your Data, (c) the actions of AI agents you build and deploy, (d) your violation of these Terms, or (e) your violation of any applicable law or regulation.

14. Changes to Terms

We may update these Terms from time to time. We will provide at least 30 days' notice of material changes via email. Continued use of the Platform after the notice period constitutes acceptance of the updated Terms. If you do not agree with the changes, you may cancel your subscription before they take effect.

15. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be resolved in the courts of England and Wales, except where mandatory consumer protection laws require otherwise.

16. Contact

For questions about these Terms: