TERMS OF SERVICE
1. These Terms of Service apply between you, the User of the Platform, and Free The Flat Ltd, the owner and provider of the Platform. By using the Platform, you confirm that you accept these Terms of Service and that you agree to comply with them. If you do not agree to these Terms of Service, you must not use the Platform. We recommend that you save or print a copy for future reference, and we may amend these Terms of Service from time to time as set out in the section headed "Changes to these Terms of Service".
Please read these Terms of Service carefully.
Who We Are and How to Contact Us
2. Free The Flat is a service operated by Free The Flat Ltd, a company registered in England and Wales with company number 15670235, whose registered office is at 3rd Floor 86-90 Paul Street, London EC2A 4NE. We are registered for VAT under VAT number GB513282320. In these Terms of Service we call ourselves "we", "us" and "our".
3. You can contact us by email at hello@freetheflat.co.uk, or by post at Free The Flat Ltd, 3rd Floor 86-90 Paul Street, London EC2A 4NE. If we need to contact you, we will use the email address or other contact details linked to your account.
Definitions
4. In these Terms of Service, the following words have the following meanings:
a. "Platform" means the Free The Flat product, available at app.freetheflat.co.uk, together with all of its tools, content and features;
b. "Content" means all information, text, data, guidance and other materials that we make available on the Platform;
c. "Tools" means the self-service tools on the Platform, including the tools that give a general indication of options such as the Right to Manage and collective enfranchisement, the service charge and property management tools, the step-by-step guides, and the document-generation features;
d. "Documents" means letters, notices and other documents that the Platform generates from the information you and other members of your Building Account provide;
e. "Building Account" means the shared account for a single building, which individual user accounts join, and through which the members of a building use the Platform together;
f. "User Content" means any content you submit to, or post on, the Platform, including reviews, ratings and comments;
g. "Adviser" means a third-party professional, such as a solicitor, surveyor or managing agent, that the Platform may signpost or recommend to you;
h. "you" and "your" means the person using the Platform.
Who Can Use the Platform, and Building Accounts
5. You may use the Platform only if you are at least 18 years old and able to enter into a legally binding agreement. The Platform is for residential leaseholders dealing with their own homes and buildings in England and Wales, and not for general business or trade use.
6. Each user registers an individual account. Individual accounts for the same building are grouped into a single Building Account, through which the members of that building use the Platform together and can coordinate. Where your building has a right to manage company, commonhold association or other entity that is responsible for the building, that entity is our customer for the subscription, and the members operate the Building Account on its behalf. Until such an entity exists, the members who operate the Building Account do so jointly and are jointly responsible for it and for these Terms of Service. Only one Building Account, and one company or right to manage company, may be created for any one building (see the section headed "Acceptable Use"). Members of a Building Account may be able to see materials, Documents and information shared within that Building Account. You are responsible for keeping your login details confidential and for activity that takes place under your account, and you must tell us promptly if you think your account has been used without your permission.
What the Platform Is, and What It Is Not
7. The Platform provides self-service information and tools to help leaseholders take control of their building. This includes general information and tools for the Right to Manage and collective enfranchisement, tools for self-management such as service charge collection and other property management functions, step-by-step guides, and the generation of certain Documents. Where appropriate, the Platform may also point you towards independent professional advice.
8. We are not a firm of solicitors. We are not authorised or regulated by the Solicitors Regulation Authority, and we do not provide legal advice. Nothing on the Platform, and nothing in any Document the Platform generates, is legal advice or a substitute for advice from a qualified solicitor or other professional adviser about your specific circumstances. The Content and the Tools are general in nature and may not apply to your situation. You should obtain your own independent professional advice before taking, or deciding not to take, any step in relation to your building.
Accuracy and Currency of the Legal Information
9. Residential leasehold law in England and Wales is complex, and parts of it are changing. In particular, several provisions of the Leasehold and Freehold Reform Act 2024 have been enacted by Parliament but are not yet in force, and the position may change when, and if, those provisions are commenced. Where the Content describes the law, we aim to make clear the date on which it was last reviewed. We take reasonable care to keep the Content accurate and up to date, but we do not warrant that it is complete, current or free from error, and you should check the current legal position, and take independent advice, before relying on it.
The Tools and Their Results
10. The Tools generate results based only on the information you and other members of your Building Account enter, and reflect a general view of the relevant law as at the date stated. Any result is an indication only. It is not a determination of your legal rights, and it is not a guarantee that any application, claim or process (for example, for the Right to Manage or for collective enfranchisement) is valid, will be accepted, or will succeed. The accuracy of any result depends on the accuracy and completeness of the information provided, which is your responsibility. Where a matter falls outside what the Tools are designed to assess, for example where a freeholder may be exempt (such as a local housing authority, the Crown, the National Trust, a cathedral or a charitable housing trust), the Platform may direct you to obtain specialist advice instead.
Documents and Letters We Generate
11. Some Tools generate Documents, such as letters and notices, from the information you provide. These Documents are produced automatically from templates and from your inputs. They are general in nature, they are not legal advice, and we do not warrant that any Document is correct, complete, or legally effective for your situation. It is your responsibility to read and check every Document before it is used or sent, and we recommend that you have important Documents reviewed by a solicitor.
12. Where the Platform sends a letter or notice on your behalf, it does so once per action and only to the people you identify as needing to receive it in order to carry out the relevant Right to Manage or collective enfranchisement step correctly. You are responsible for the accuracy of the recipient details you provide and for the decision to send. You must not use the document-generation or sending features other than as set out in the section headed "Acceptable Use".
Service Charge and Property Management Tools
13. The Platform provides tools to help your Building Account administer and self-manage your building, including collecting service charges. Any service charge money collected through the Platform is routed directly to your building's own bank account; we do not hold, control or take ownership of that money at any point. These tools support you and your building; they do not change who is legally responsible for managing the building or for service charges. You, and your building's right to manage company, commonhold association, residents management company or other responsible body, remain responsible for complying with the law, including the Landlord and Tenant Act 1985 (which governs service charge reasonableness under sections 18 to 30, consultation on major works and long-term agreements under section 20, and summaries of rights and obligations under section 21B). We are not the landlord, manager, freeholder, or right to manage or residents management company for your building, and we are not responsible for the lawfulness, reasonableness, demand, calculation or collection of any service charge, or for the management of your building.
Advisers, Signposting and Referral Fees
14. From time to time the Platform may give general signposting suggesting that you obtain independent professional advice. We may also recommend specific Advisers. We reserve the right to receive a referral fee, commission or other payment from an Adviser where we recommend that Adviser to you. Any such arrangement does not change the price you pay us, and we will disclose it where it applies.
15. Advisers are not vetted or endorsed by us, although we may have spoken to them. Any engagement you enter into with an Adviser is a separate contract between you and that Adviser, and we are not a party to it. We are not responsible for the services, advice, conduct, fees or omissions of any Adviser, and any signposting or recommendation is not a guarantee that an Adviser is suitable for you. You should make your own checks and satisfy yourself that any Adviser is appropriately qualified or regulated before engaging them.
Subscription, Payment and Cancellation
16. Access to the Platform is provided to your Building Account on a monthly subscription. The price, and what it includes, will be shown to you before you subscribe. Prices include VAT where applicable. Payments are taken through our payment provider, Stripe; Stripe processes payments under its own terms, and we do not store your full card details.
17. The subscription is for your building as a whole, and our customer is your building's right to manage company, commonhold association or other responsible entity where one exists, or otherwise the members jointly (see the section headed "Who Can Use the Platform, and Building Accounts"). Your Building Account keeps access to the paid features only for as long as the full monthly subscription fee for the building is received in full. Payment by some but not all members is not enough: if the full fee for the building is not received, your Building Account may lose access to the paid features, even if most members have paid. Any member, or another person, may pay the fee on behalf of others; what matters is that the full fee for the building is paid. You may cancel in any month, but cancellation of the building's subscription, and the resulting loss of access, takes effect for the building as a whole and cannot be triggered by one member alone. Because the service is provided monthly, we do not give refunds for part of a month, and access continues until the end of the paid period. By subscribing or using the Building Account, each member acknowledges that this is a shared, building-level subscription, that access depends on the full building fee being maintained, and that they cannot end the building's subscription on their own.
18. Separately, where you are an individual consumer signing up at a distance, you normally have a legal right to change your mind within 14 days under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Where you ask us to start providing the digital service straight away, and you acknowledge that you will lose this right once the service has been fully performed, your right to cancel under those Regulations will end at that point. We will explain how to cancel when you subscribe.
User Content and Reviews
19. Reviews are a planned feature and are not available at the date of these Terms of Service. The following applies once the feature is live.
20. If the Platform allows you to submit User Content, such as a review or rating of a managing agent, the following applies. Reviews on the Platform are posted by identified users and may take the form of a star rating and a written review. We do not check reviews before they are published. We may display reviews individually and as part of an aggregated rating. You keep ownership of your User Content, but you grant us a worldwide, royalty-free, non-exclusive licence to use, store, copy, publish, adapt and display it on and in connection with the Platform.
21. When you submit User Content, you confirm that it is your own or that you are entitled to submit it; that, where it is a review, it reflects your genuine and honestly held opinion and is based on your real experience; and that it is accurate in any statement of fact and is not false, misleading, defamatory, abusive, discriminatory, threatening, obscene or otherwise unlawful. We may moderate, edit or remove any User Content after it is published, including where we receive a complaint, and we operate a complaints and notice-and-takedown process which you can use by contacting us at the details in the section headed "Who We Are and How to Contact Us". A person or business that is the subject of a review may be given a right of reply. We may disclose the identity of a person who has posted User Content where we are required to do so by law or a court order.
Acceptable Use
22. You agree to use the Platform lawfully and only as intended. In particular, you must:
a. use the Platform, the Tools, the Documents and the Content only for your own genuine Right to Manage, collective enfranchisement or property management process for your own building;
b. create only one Building Account, and procure that only one company or right to manage company is created for any one building, and not create duplicate accounts, companies or processes for the same building;
c. not share the Content, any Document, your login details or access to the Platform with anyone outside your Building Account;
d. use the document-generation and sending features so that any letter or notice is sent only once per action, and only to the people correctly identified as needing to receive it to carry out the relevant Right to Manage or collective enfranchisement step;
e. not use the Platform in any way that breaches any applicable law or regulation, or that is fraudulent or has any fraudulent purpose or effect;
f. not submit any User Content that breaches the section headed "User Content and Reviews", introduce any virus or other harmful material, or attempt to gain unauthorised access to the Platform or any connected system;
g. not copy, scrape, harvest or extract Content other than for your own permitted use, or use the Content to build any competing or commercial product; and
h. not impersonate any person or misrepresent your identity or affiliation.
23. We may suspend or end access if you breach this section, as set out in the section headed "Suspending or Ending Use of the Platform".
Intellectual Property
24. We own or are licensed to use all intellectual property rights in the Platform, the Tools and the Content, and all such rights are reserved. We grant you a limited, personal, non-exclusive, non-transferable and revocable licence to access and use the Platform, the Tools and the Content, and to print Content, for the non-commercial purposes of your own building's Right to Manage, collective enfranchisement or management, within your Building Account only. You may not share the Content or any Document with anyone outside your Building Account, and you may not use the Platform or the Content for any other purpose without our prior written consent. You retain ownership of your User Content, subject to the licence in the section headed "User Content and Reviews".
Privacy, Cookies and Your Personal Data
25. We process personal data about you in accordance with our Privacy Policy, available at https://freetheflat.co.uk/privacy, and we use cookies and similar technologies as explained in our Cookie Policy, available at https://freetheflat.co.uk/cookies. We process personal data in line with the UK General Data Protection Regulation and the Data Protection Act 2018. Please read those policies carefully; data protection is dealt with there, not in these Terms of Service.
Availability of the Platform and Changes to It
26. We do not guarantee that the Platform, or any Content or Tool, will always be available or uninterrupted. We may suspend, withdraw or restrict the availability of all or any part of the Platform for business or operational reasons, and we will try to give reasonable notice of any planned suspension. We may also update and change the Platform, the Tools and the Content from time to time, for example to reflect changes in the law or in our service.
Suspending or Ending Use of the Platform
27. You may stop using the Platform at any time, subject to the subscription terms in the section headed "Subscription, Payment and Cancellation". We may suspend or end access to all or part of the Platform, for a member or for a Building Account, with or without notice, if these Terms of Service are breached, if we reasonably suspect unlawful or fraudulent use, if the building's subscription is not paid, or if we stop providing the Platform. Where we can reasonably do so, we will give notice. Ending access does not affect any rights or liabilities that have already arisen.
Our Responsibility for Loss or Damage You Suffer
28. We want to be clear about the limits of our responsibility. The Platform gives you general information and self-service tools, not legal advice, and the outcome of any process relating to your building depends on you, on third parties and on matters outside our control.
29. Nothing in these Terms of Service limits or excludes our liability where it would be unlawful to do so (the "liabilities we cannot exclude"). This includes liability for death or personal injury caused by our negligence, liability for fraud or fraudulent misrepresentation, liability under the Consumer Rights Act 2015 that cannot lawfully be excluded or limited (including the requirement under section 49 that a service is carried out with reasonable care and skill), and any other liability that cannot be excluded or limited under the law of England and Wales.
30. Except for the liabilities we cannot exclude, and to the fullest extent permitted by law:
a. we are not responsible for, and you accept full responsibility for, the success, failure, rejection, validity, timing or outcome of any application, claim or process relating to the Right to Manage, collective enfranchisement, service charges or the management of your building, whether or not you used the Platform, the Tools or any Document in connection with it;
b. we are not responsible for any loss of or damage to, or any dispute or other matter concerning, your building, your flat, the common parts, your neighbours, other leaseholders, your freeholder, your managing agent, your right to manage or residents management company, or any other third party;
c. we are not liable for any loss or damage arising from your reliance on the Content, the Tools, any result they produce, or any Document, or from any step you take or do not take on the basis of them, in particular where you have not obtained independent professional advice about your own circumstances;
d. we are not liable for the services, advice, conduct or fees of any Adviser, or for the acts or omissions of Stripe or any other third party; and
e. we are not liable for any business losses, as the Platform is for private and domestic use, or for any loss or damage that was not a foreseeable result of our breach.
31. Except for the liabilities we cannot exclude, our total liability to you, and to your Building Account, for all loss or damage arising under or in connection with the Platform, whether in contract, tort (including negligence), breach of statutory duty or otherwise, is limited in aggregate to the total subscription fees paid to us in respect of your Building Account in the 12 months before the event giving rise to the claim.
Your Responsibility to Us
32. You are responsible for any loss or damage we suffer that is a foreseeable result of your breach of the section headed "User Content and Reviews" or the section headed "Acceptable Use", or of any fraudulent or unlawful use of the Platform by you. We will not hold you responsible for loss or damage that was not foreseeable or that does not result from your breach.
Changes to these Terms of Service
33. We may change these Terms of Service from time to time, for example to reflect changes in the law, in regulation, or in how the Platform works. Where a change is material, we will notify you by email before it takes effect. By continuing to use the Platform after a change takes effect, you accept the updated Terms of Service. If you do not accept a change, you should stop using the Platform, subject to the subscription terms in the section headed "Subscription, Payment and Cancellation".
Events Outside Our Control
34. We are not responsible for any failure or delay in performing our obligations under these Terms of Service that is caused by an event outside our reasonable control, including failure of public or private telecommunications networks, internet outages, the acts or omissions of third parties such as Stripe, acts of government, or other events beyond our reasonable control.
Other Important Terms
35. We may transfer our rights and obligations under these Terms of Service to another organisation. We will tell you in writing if this happens and we will make sure it does not affect your rights under these Terms of Service. You may not transfer any of your rights or obligations under these Terms of Service to anyone else without our prior written consent.
36. Each of the paragraphs of these Terms of Service operates separately. If any court or relevant authority decides that any of them is unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
37. These Terms of Service, together with our Privacy Policy, our Cookie Policy and any document expressly referred to in them, are the entire agreement between you and us in relation to your use of the Platform. If we do not insist that you perform any of your obligations under these Terms of Service, or if we delay in taking steps against you in respect of a breach, that does not mean you do not have to do those things, and it does not prevent us taking steps against you at a later date.
38. No one other than you and us has any right to enforce any of these Terms of Service under the Contracts (Rights of Third Parties) Act 1999.
39. If you have a complaint, please contact us first using the details in the section headed "Who We Are and How to Contact Us" and we will try to resolve it. We are not currently a member of an alternative dispute resolution scheme.
40. These Terms of Service, their subject matter and their formation are governed by the law of England and Wales. You and we both agree that the courts of England and Wales will have exclusive jurisdiction, except that if you are a consumer and live in another part of the United Kingdom, you may also bring proceedings in that part.
How to Contact Us
41. If you have any questions about these Terms of Service or about the Platform, please contact us at hello@freetheflat.co.uk, or by post to Free The Flat Ltd, 3rd Floor 86-90 Paul Street, London EC2A 4NE.
These Terms of Service were created on 5 June 2026