General Terms & Conditions
Letlaunch Ltd
Company Number: 16606562
Registered in England & Wales
Last updated: 9th September 2025
1. Introduction
Welcome to Letlaunch Ltd ("Letlaunch", "we", "us", or "our"). These Terms & Conditions ("Terms") govern your use of our website and services. By using our website or services, you agree to be bound by these Terms. If you do not agree, you must not use our website or services.
2. Our Services
We operate as an online letting agency, enabling landlords to list properties for rent, advertise on platforms such as Rightmove, manage tenancy applications, collect holding deposits, rents and deposits, conduct referencing, and register deposits.
We use trusted third-party providers, including:
- Rightmove (property advertising)
- Stripe (payment processing)
- Canopy Rent (referencing)
- Tenancy Deposit Scheme (deposit protection)
We are registered members of The Property Ombudsman and Money Shield.
3. User Responsibilities
By using our website and services, you confirm that:
- You are legally entitled to let the property you list with us.
- All information you provide is true, accurate, and not misleading.
- You will comply with all applicable laws and regulations relating to residential lettings, including but not limited to the Housing Act 1988, Tenant Fees Act 2019, and deposit protection legislation.
- You are responsible for obtaining any necessary permissions, licences, or consents before advertising or letting a property.
4. Payments and Fees
Fees are payable in accordance with the pricing displayed on our website at the time of purchase. Payments are processed securely through Stripe. We do not store full payment card details.
5. Limitation of Liability
Letlaunch Ltd provides its website and services on an “as is” and “as available” basis.
To the fullest extent permitted by law, all liability rests with the user of the website.
Letlaunch Ltd accepts no responsibility for:
- The accuracy of property listings provided by landlords.
- The suitability, conduct, or financial position of tenants or guarantors.
- Any losses, damages, claims, or disputes arising between landlords, tenants, guarantors, or third parties.
We do not guarantee uninterrupted or error-free service.
6. Third-Party Services
Our services integrate with third-party providers (e.g., Rightmove, Stripe, Canopy Rent, Tenancy Deposit Scheme). By using our services, you agree to comply with their terms and policies. Letlaunch Ltd is not responsible for any issues arising from the use of such third-party services.
7. Complaints
We are a member of The Property Ombudsman. If you have a complaint, please contact us first. If unresolved, you may escalate the complaint to The Property Ombudsman in accordance with their rules.
8. Termination
We reserve the right to suspend or terminate access to our website and services if we reasonably believe you are in breach of these Terms.
9. Governing Law
These Terms shall be governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the English courts.
Client Money Handling Policy
Last updated: 9th September 2025
1. Introduction
This policy explains how Letlaunch Ltd handles and protects client money received from landlords, tenants, and guarantors. We are committed to complying with the requirements of Money Shield and applicable UK legislation, including the Client Money Protection Schemes for Property Agents (Approval and Designation of Schemes) Regulations 2018.
2. Definition of Client Money
“Client money” means money received and held on behalf of another person in the course of carrying out letting agency activities, including but not limited to:
- Holding deposits
- Tenancy deposits
- Rent payments
- Other funds received in connection with a tenancy
3. Client Money Protection
Letlaunch Ltd is a member of Money Shield, an approved Client Money Protection (CMP) scheme. Membership of Money Shield ensures that, in the unlikely event of financial failure, client money is protected in accordance with the scheme’s rules. A copy of our Money Shield membership certificate is available on request.
4. Banking Arrangements
All client money is held in a designated client account with Lloyds Bank. Client money is kept separate from the company’s own funds. We reconcile client accounts at least once every working day to ensure accuracy.
5. Use of Client Money
Client money is used only for its intended purpose (e.g., transfer to a landlord, holding deposit, tenancy deposit registration).
Tenancy deposits are protected with the Tenancy Deposit Scheme (TDS) in accordance with the Housing Act 2004.
Payments are processed securely via Stripe and transferred into the designated client account.
6. Payments and Withdrawals
Withdrawals from the client account are made only to pay landlords, register deposits, refund tenants, or settle authorised fees. No payments are made from the client account without proper authorisation.
7. Record Keeping
We maintain full and accurate records of all client money transactions. Records are kept for a minimum of 6 years in line with legal and regulatory requirements.
8. Reporting Concerns
If you believe your client money has been misused, please contact us immediately. If the issue is not resolved, you have the right to escalate your complaint to:
- Money Shield
- The Property Ombudsman
- Trading Standards
9. Review of Policy
This policy is reviewed annually or sooner if required by law, regulation, or scheme rules.
📧 Contact: [email protected]
📮 Address: Unit 6a, The Village, 17-23 King Street, Reading RG1 2HG
Complaints Handling Policy
Last updated: 9th September 2025
1. Purpose
Letlaunch Ltd is committed to providing high-quality service. If something goes wrong, we want to know about it so we can put matters right and improve our service. This policy explains how you can make a complaint and how we will deal with it.
2. How to Make a Complaint
Complaints should be made in writing and sent to:
📧 Contact: [email protected]
📮 Address: Unit 6a, The Village, 17-23 King Street, Reading RG1 2HG
Please include:
- Your name and contact details
- The property address (if relevant)
- Details of your complaint, including dates and people involved
- The outcome you are seeking
3. Our Complaints Process
Stage 1 - Acknowledgement
We will acknowledge your complaint in writing within 3 working days of receipt.
Stage 2 - Investigation
Your complaint will be investigated by a Senior Manager or Director. We may contact you for further information or clarification. We aim to provide a formal written response within 15 working days.
Stage 3 - Review
If you are not satisfied with our response, you may request a review. A Director not previously involved will carry out the review. A final viewpoint letter will be issued within 15 working days of your request.
4. Independent Redress
If you remain dissatisfied after receiving our final viewpoint letter (or if 8 weeks have passed since your complaint was first made and it remains unresolved), you may refer your complaint to:
The Property Ombudsman
Milford House, 43-55 Milford Street, Salisbury, Wiltshire SP1 2BP
📞 01722 333 306
🌐 https://www.tpos.co.uk
You must refer your complaint to The Property Ombudsman within 12 months of our final viewpoint letter.
5. Record Keeping
We maintain a log of all complaints and their outcomes. Complaints records are kept for a minimum of 6 years.
6. Commitment
We treat all complaints seriously and aim to resolve them fairly, consistently, and promptly. Complaints are used to help us improve our services.
