Hybr Terms of Service

Hybr Terms of Service

Effective Date: 7 July 2026

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These Terms of Service ("Terms") govern access to and use of the Hybr platform and related services (the "Platform" or "Services") provided by Hybr Limited.

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By creating an account, signing an Order Form, or accessing or using the Platform, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Platform.

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1. About Hybr

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1.1 Hybr Limited ("Hybr", "we", "our", "us") is a company registered in England and Wales under company number 12319488.

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Registered office and correspondence address: 101 Blenheim Crescent, London, W11 2EQ

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1.2 "You" or "Customer" means the business, organisation or individual using the Platform, typically a letting agent or landlord, as identified on the applicable Order Form.

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1.3 "Order Form" means the order, proposal or offer form signed by, or issued to, the Customer which sets out the subscription, fees and any specific terms agreed with Hybr.

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1.4 "Customer Data" has the meaning given in clause 12.

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2. The Hybr Platform

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2.1 Hybr is a software-as-a-service (SaaS) platform designed to help letting agents and property professionals manage applicant enquiries, automate communications and improve operational efficiency.

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2.2 Depending on your subscription, the Platform may include:

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• applicant enquiry management;
• AI-powered applicant qualification;
• AI-generated responses to property enquiries;
• viewing scheduling and calendar management;
• viewing confirmations, reminders and follow-up communications;
• WhatsApp Business messaging;
• email communications;
• telephone calling and call transcription;
• voicemail summaries;
• communication history and audit trails;
• reporting and analytics;
• optional property marketing (see clause 6);
• integrations with third-party property management systems and property portals; and
• other functionality made available by Hybr from time to time.

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2.3 Hybr is a software platform only. Unless expressly agreed in writing, Hybr does not act as, and nothing in these Terms shall be construed as making Hybr:

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• a letting agent or managing agent;
• a landlord;
• a tenant;
• a legal adviser;
• a regulated financial institution; or
• a provider of tenancy administration, referencing, deposit-handling or rent-collection services.

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2.4 For clarity, Hybr does not hold or handle client money, tenant deposits, holding deposits or rent on behalf of any landlord, agent or tenant, and provides no referencing, right-to-rent checking, deposit protection or move-in administration services.

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3. Customer Responsibilities

You are responsible for ensuring that:

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• all information uploaded to the Platform is accurate and kept up to date;
• you have the necessary authority and consents (including, where required, from any landlord, freeholder, mortgage lender or superior landlord) to market any property uploaded to the Platform;
• your use of the Platform complies with all applicable laws, including those referred to in clause 4;
• your users maintain appropriate account security;
• all communications sent through the Platform comply with applicable marketing and data protection legislation; and
• any decisions regarding applicants, tenancies or lettings remain your own responsibility.

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Hybr provides tools to assist your workflow but does not make letting, referencing or tenancy decisions on your behalf.

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4. Compliance with Letting and Tenancy Legislation

4.1 You are solely responsible for complying with all legislation applicable to your lettings and property management activities. This includes, without limitation, the Housing Act 1988 (as amended), the Tenant Fees Act 2019, the Equality Act 2010, the Immigration Act 2014 (right to rent), the Gas Safety (Installation and Use) Regulations 1998, the Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020, the Smoke and Carbon Monoxide Alarm (England) Regulations 2015, the Homes (Fitness for Human Habitation) Act 2018, and the Renters' Rights Act 2025.

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4.2 Renters' Rights Act 2025. You acknowledge that, among other requirements taking effect from 1 May 2026, you are responsible for:

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• no longer granting new fixed-term or assured shorthold tenancies; all qualifying tenancies are periodic assured tenancies;
• providing tenants with the legally required written statement of terms before a tenancy is entered into (this replaces the withdrawn government "How to Rent" guide, which you must no longer provide as a substitute for the written statement);
• complying with statutory limits on rent increases (including use of the correct statutory notice and tenants' right to challenge an increase at the First-tier Tribunal) and restrictions on requesting rent in advance;
• ensuring any listing created or marketed using the Platform states a single, fixed asking rent, and not inviting, encouraging or accepting offers above that advertised rent ("rental bidding");
• not discriminating against prospective tenants on the basis that they are in receipt of benefits or have children; and
• handling tenant requests to keep a pet in accordance with the Act, including not unreasonably refusing consent.

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4.3 You acknowledge that further obligations under the Renters' Rights Act 2025 are being introduced in phases, including mandatory registration on the Private Rented Sector Database and mandatory membership of the Private Rented Sector Landlord Ombudsman once each comes into force, and you agree to comply with these requirements once they apply to you.

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4.4 If you are a letting or managing agent, you remain separately responsible for your own membership of a government-approved redress scheme and, where applicable, a client money protection scheme, in accordance with the Enterprise Act 2013 (Redress Schemes for Lettings Agency and Property Management Work etc.) Order 2014 and related legislation. Hybr's provision of the Platform does not satisfy, and is not a substitute for, these obligations.

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4.5 Properties in Wales, Scotland and Northern Ireland are subject to separate legislative regimes (including the Renting Homes (Wales) Act 2016, the Private Housing (Tenancies) (Scotland) Act 2016, and the Private Tenancies (Northern Ireland) Order 2006). You are responsible for identifying and complying with the regime applicable to each property.

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5. Property Listings

Where you choose to use Hybr to manage property listings:

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• you retain ownership of all listing content;
• you grant Hybr a non-exclusive licence to display and process that content solely for providing the Services;
• you confirm that you have authority to upload the property information; and
• you are responsible for ensuring all property information remains accurate and legally compliant, including with clause 4.

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Hybr may suspend or remove listings that breach these Terms or applicable law.

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6. Optional Property Marketing

6.1 Marketing of your properties by Hybr is entirely optional. It is not a mandatory part of the Services, and your subscription is not conditional on agreeing to it.

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6.2 Hybr will only market, syndicate or otherwise promote your property listings (whether via Hybr's own channels, third-party portals or social media) where you have given express agreement to this — whether via your Order Form, your account settings within the Platform, or other written confirmation.

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6.3 You may withdraw or amend this agreement at any time via your account settings or by written notice to Hybr, and Hybr will stop marketing the relevant properties within a reasonable time of receiving that notice.

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6.4 Where you agree to property marketing, you remain solely responsible for ensuring the relevant listings are accurate, lawful and comply with clause 4 (including the ban on rental bidding and unlawful discrimination) and all other applicable law.

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6.5 Hybr may decline to market, or may suspend or remove, any listing it reasonably believes breaches these Terms or applicable law.

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7. Artificial Intelligence Features

7.1 The Platform includes artificial intelligence ("AI") functionality to assist Customers. AI features may include:

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• applicant qualification;
• automated messaging;
• property question answering;
• scheduling recommendations;
• communication drafting;
• applicant prioritisation;
• workflow automation;
• summaries of telephone calls;
• transcription services;
• reporting; and
• other AI-powered functionality introduced from time to time.

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7.2 These features are designed to assist Customers and should not be treated as legal, financial or professional advice.

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8. AI Limitations

8.1 While Hybr takes reasonable steps to provide accurate AI-generated outputs, AI systems may occasionally produce inaccurate, incomplete or inappropriate responses.

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8.2 You remain responsible for:

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• reviewing AI-generated communications where appropriate;
• making final decisions regarding applicants and tenancies;
• ensuring compliance with applicable legislation (including clause 4); and
• exercising appropriate human oversight when using AI functionality.

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8.3 Hybr does not guarantee the accuracy of AI-generated outputs.

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9. Communications

9.1 The Platform may process communications including WhatsApp Business messages, emails, telephone calls, voicemail messages, SMS messages (where available) and other supported channels.

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9.2 You are responsible for ensuring you have all necessary permissions and lawful bases to communicate with applicants and tenants via these channels.

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10. Call Recording and Transcription

10.1 Where enabled, Hybr may record, transcribe and summarise telephone calls processed through the Platform.

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10.2 You are responsible for ensuring you comply with applicable laws regarding call recording, privacy and transparency, including giving any required notice to callers.

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10.3 Call recordings and transcripts may be stored to support customer service, compliance, reporting and audit purposes, in accordance with clause 13.

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11. Third-Party Integrations

11.1 Hybr integrates with various third-party services, including property management systems, property portals, calendar providers and communication platforms, which may include Alto, Reapit, MRI Software, Rightmove, Zoopla, OnTheMarket, Microsoft Outlook, Google Calendar, WhatsApp Business and other third-party services supported by Hybr from time to time.

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11.2 Availability of integrations depends on the relevant third-party provider. Hybr is not responsible for outages, delays, API limitations or failures caused by third-party providers.

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12. Customer Data

12.1 You retain ownership of all Customer Data uploaded to the Platform. "Customer Data" includes property information, applicant information, communications, documents, notes, calendar data and other information you upload.

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12.2 Hybr processes Customer Data solely to provide, improve and secure the Platform, in accordance with our Privacy Policy and applicable data protection legislation.

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13. Data Protection

13.1 Hybr processes personal data in accordance with the UK GDPR, the Data Protection Act 2018 and our Privacy Policy.

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13.2 Roles. Hybr acts as a data controller in respect of personal data it collects to manage its own relationship with you (such as account and billing information). Where Hybr processes personal data contained within Customer Data (such as applicant or tenant details) on your behalf, Hybr acts as a data processor and you act as data controller.

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13.3 Lawful basis. Hybr processes personal data on the basis of contractual necessity (to provide the Services), legal obligation (for example, financial record-keeping), and legitimate interests (to operate, secure and improve the Platform), and consent where relevant (for example, for certain marketing communications).

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13.4 Your obligations. You remain responsible for ensuring you have an appropriate lawful basis for collecting and processing personal data (including applicant and tenant data) through the Platform, and for providing any required privacy notices to those individuals.

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13.5 Retention. Hybr retains personal data only for as long as necessary to provide the Services, comply with legal obligations (including retaining financial records for the statutory minimum period) or resolve disputes, after which it will be securely deleted or anonymised.

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13.6 Security. Hybr implements appropriate technical and organisational measures to protect personal data, including encryption of sensitive data, access controls, and regular security review. In the event of a personal data breach, Hybr will notify affected Customers and, where required, the ICO, in accordance with applicable law.

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13.7 International transfers. Where Hybr transfers personal data outside the UK, it will ensure appropriate safeguards are in place (such as the UK's International Data Transfer Addendum or an adequacy decision).

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13.8 Individual rights. Data subjects have rights to access, rectify, erase, restrict, port and object to the processing of their personal data, and to withdraw consent where processing is based on consent, and may complain to the Information Commissioner's Office. Requests relating to personal data within Customer Data should in the first instance be directed to the relevant Customer, who is the data controller; requests relating to Hybr's own data as controller should be directed to Hybr's data protection contact.

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13.9 Cookies. Hybr's use of cookies and similar technologies is set out in its separate Cookie Policy, available on our website.

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14. Subscription and Payment

14.1 Subscription fees are payable in accordance with your Order Form. Unless otherwise agreed:

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• subscriptions renew automatically at the end of each billing cycle for a further term of the same duration, at the then-current rate, unless cancelled before renewal;
• invoices are payable within the payment terms stated on the Order Form (or, if none is stated, within 30 days of the invoice date);
• all fees exclude VAT unless stated otherwise; and
• subscription payments are non-refundable once a billing cycle has started, save as required by law.

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14.2 If any invoice is not paid by its due date, Hybr may charge a late payment fee of up to 5% of the overdue amount per month it remains outstanding, together with interest at 8% per annum above the Bank of England base rate, in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

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14.3 Hybr may suspend access to the Platform, and may ultimately terminate the agreement, where invoices remain unpaid, in accordance with clause 22.

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14.4 Hybr may modify subscription fees from time to time, giving reasonable advance notice before the change takes effect on renewal. If you do not agree to a fee change, you may cancel before the next renewal.

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15. Acceptable Use

You must not:

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• upload unlawful or misleading content;
• use the Platform to send spam or unsolicited communications;
• interfere with the security or operation of the Platform;
• attempt to gain unauthorised access to the Platform or other users' data;
• upload malicious software;
• infringe any third party's intellectual property rights;
• use the Platform to engage in, invite or accept rental bidding practices prohibited by clause 4.2; or
• use the Platform to discriminate unlawfully against any applicant or tenant.

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Hybr may suspend accounts where these Terms are breached.

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16. Intellectual Property

Hybr owns all intellectual property rights in the Platform, including its software, source code, AI workflows, algorithms, branding, documentation, reports and user interface designs. Nothing in these Terms transfers ownership of Hybr's intellectual property to you.

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17. Confidentiality

Each party agrees to keep confidential any confidential information disclosed by the other party and not to disclose it except where required by law, by a regulator, or where necessary to perform these Terms.

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18. Service Availability

Hybr aims to provide a reliable and secure Platform but does not guarantee uninterrupted availability. Scheduled maintenance, emergency maintenance, third-party service failures and circumstances beyond Hybr's reasonable control may affect availability. Any specific service levels will only apply where expressly agreed in an Order Form.

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19. Force Majeure

Neither party will be liable for any failure or delay in performing its obligations under these Terms to the extent caused by events beyond its reasonable control (including acts of God, war, civil unrest, pandemic, strikes, governmental action, or failure of third-party or communications infrastructure). If such an event continues for more than 30 consecutive days, either party may terminate the affected agreement on written notice, without liability.

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20. Indemnity

You agree to indemnify Hybr against any losses, liabilities, claims, damages, costs and expenses (including reasonable legal fees) arising out of or in connection with: (a) Customer Data; (b) your breach of these Terms; or (c) your breach of any applicable law, including the legislation referred to in clause 4.

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21. Limitation of Liability

21.1 Nothing in these Terms limits liability where it cannot legally be excluded, including for death or personal injury caused by negligence, or for fraud or fraudulent misrepresentation.

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21.2 Subject to clause 21.1, Hybr shall not be liable for indirect or consequential losses, loss of profits, loss of business, loss of goodwill, loss of anticipated savings, loss arising from third-party service outages, or losses arising from decisions made by Customers using AI-generated outputs.

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21.3 Subject to clause 21.1, Hybr's total aggregate liability arising under these Terms shall not exceed the fees paid by the Customer in the twelve months preceding the event giving rise to the claim.

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22. Suspension and Termination

22.1 Hybr may suspend or terminate access where:

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• these Terms are materially breached;
• fees remain unpaid;
• continued access would create security or legal risk; or
• required by law.

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22.2 You may terminate your subscription in accordance with your Order Form. Termination does not affect accrued rights or obligations.

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23. Changes to the Platform

Hybr may improve, modify or discontinue Platform features from time to time. Where changes materially affect Customers, Hybr will provide reasonable notice where practicable.

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24. Changes to these Terms

Hybr may amend these Terms from time to time. Updated Terms will be published on our website and, where changes are material, notified to Customers by email or in-app notification. Continued use of the Platform after updated Terms take effect constitutes acceptance of those Terms.

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25. Complaints

25.1 If you are dissatisfied with the Services, please contact Hybr's support team in the first instance. We aim to acknowledge complaints within 3 working days and to provide a full written response within 15 working days, save in exceptional circumstances requiring a reasonable extension.

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25.2 If your complaint relates to the handling of personal data and you remain dissatisfied following our response, you may refer the matter to the Information Commissioner's Office (ico.org.uk).

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26. General

26.1 Notices. Notices under these Terms must be given in writing by email or post to the relevant party's registered contact details.

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26.2 Assignment. You may not assign or transfer your rights under these Terms without Hybr's prior written consent. Hybr may assign these Terms in connection with a merger, acquisition or sale of assets.

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26.3 Entire agreement. These Terms, together with the applicable Order Form and any policies referenced in them, constitute the entire agreement between the parties and supersede all prior agreements relating to their subject matter.

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26.4 Severability. If any provision of these Terms is found invalid or unenforceable, the remaining provisions will continue in full force and effect.

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26.5 No partnership. Nothing in these Terms creates a partnership, agency or joint venture between the parties.

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27. Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction over any dispute arising from these Terms.

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Hybr Limited, registered in England and Wales, company number 12319488. Registered office: 101 Blenheim Crescent, London, W11 2EQ.

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