Terms of Service

1. Introduction and Acceptance

Welcome to SubletManager, operated by Think Menai ("we," "us," "our"). These Terms of Service ("Terms") govern your access to and use of the SubletManager platform, website, services, and any related software or applications (collectively, the "Service").

By creating an account, accessing the Service, or using any part of SubletManager, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Service.

We reserve the right to modify these Terms at any time. We will notify you of material changes via email or through the Service. Your continued use of the Service after such notification constitutes acceptance of the modified Terms.

2. Eligibility and Account Registration

2.1 Eligibility

You must be at least 18 years old and capable of forming a binding contract under UK law to use the Service. By using SubletManager, you represent and warrant that you meet these requirements.

2.2 Account Information

You agree to provide accurate, current, and complete information during registration and to update such information to keep it accurate. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

2.3 Account Security

You must notify us immediately of any unauthorised access or use of your account. We will not be liable for any loss or damage arising from your failure to maintain account security.

3. Service Description and Limitations

3.1 Platform Functionality

SubletManager provides booking management tools for holiday accommodation owners, including:

• iCal calendar synchronization with third-party booking platforms

• Direct booking widget and payment processing

• Automated guest messaging

• Tourist levy calculation tools

• Damage bond pre-authorisation management

• Compliance reminder tracking

• AI-assisted message rewriting and tone checking

3.2 iCal Synchronization Limitations

Important Notice: The Service uses iCal feed polling (typically every 3-5 minutes) to synchronize availability across platforms. This creates a potential window for double bookings. While we implement conflict detection and short hold periods during checkout, we cannot guarantee zero double bookings.

You acknowledge and accept that:

• There is a maximum 10-minute risk window for potential booking conflicts

• We will alert you immediately via email if conflicts are detected

• You are responsible for resolving any booking conflicts with your guests

• Third-party platform delays or failures may affect synchronization

3.3 No Channel Management Partnership

SubletManager operates via iCal feeds only. We do not have official partnerships or API integrations with Airbnb, Booking.com, Vrbo, or other platforms. We cannot manage content (photos, descriptions, pricing) on third-party platforms.

3.4 AI Features

The Service includes optional AI-powered features powered by third-party AI services (including but not limited to Anthropic Claude):

• Message Tone Rewriting: AI suggestions to improve message clarity and tone in British English. You must review and approve all AI-generated content before sending.

• Future Features: AI guest response suggestions, pricing recommendations, and review summaries may be added post-launch.

You acknowledge that AI-generated content may contain errors, inaccuracies, or inappropriate suggestions. You are solely responsible for reviewing and approving all communications sent through the Service.

4. Payment Processing and Fees

4.1 Subscription Fees

Access to the Service requires payment of subscription fees according to your chosen plan. All fees are stated in British Pounds (£) and are charged monthly in advance unless otherwise specified.

Subscription fees are non-refundable except as required by law or as specified in our 30-day money-back guarantee for new subscribers.

4.2 Direct Booking Processing Fees

For direct bookings processed through the SubletManager widget, we charge a 2% processing fee on the total booking value (including accommodation, cleaning fees, and tourist levy). This fee covers all payment processing costs including Stripe fees.

Payment processing is handled via Stripe Connect. You must create and maintain a Stripe Connected Account. You are the merchant of record for all direct bookings. 98% of each booking payment is transferred directly to your Stripe account.

4.3 Damage Bonds

Damage bonds are processed using Stripe pre-authorisation holds where possible. These holds do not result in actual charges unless you capture them due to damage claims. You agree to:

• Only capture bond amounts for legitimate damage claims

• Provide itemised evidence and documentation for any bond captures

• Release bonds promptly when no damage has occurred

• Comply with Stripe's dispute resolution processes

4.4 Price Changes

We reserve the right to modify subscription fees with 30 days' notice. Founder members with lifetime discount pricing are exempt from price increases. Changes will not affect your current billing period.

5. Tourist Levy and Tax Compliance

5.1 Calculation Tools Only

Critical Notice: SubletManager provides tourist levy calculation tools based on publicly available council information. We do not collect, hold, or remit tourist levies on your behalf (unless explicitly configured in your Tax Zone settings).

You acknowledge and agree that:

• You are solely responsible for ensuring accurate tourist levy calculations

• You must verify levy rates with your local council

• You are responsible for collecting and remitting tourist levies to the appropriate authorities

• You must maintain accurate records for tax audit purposes

• Auto-detection from postcode is provided for convenience but may contain errors

5.2 Tax Zone Accuracy

While we attempt to maintain accurate tourist levy information for UK councils, regulations change frequently. The Service provides tax zone auto-detection as a convenience feature with no guarantee of accuracy.

You must review and verify all tax calculations before accepting bookings. We recommend consulting with a tax professional or your local council to ensure compliance.

5.3 VAT and Business Taxes

You are responsible for all business taxes, VAT registration (if applicable), income tax, and other tax obligations arising from your holiday letting business. SubletManager provides reporting tools but does not provide tax advice.

6. User Obligations and Prohibited Conduct

6.1 Lawful Use

You agree to use the Service only for lawful purposes and in accordance with these Terms. You represent that your use of the Service complies with all applicable UK and local laws, including but not limited to:

• Holiday letting regulations and planning permissions

• Fire safety and building regulations

• Gas safety, electrical safety, and PAT testing requirements

• Insurance requirements

• Tourism levy regulations

• Data protection laws (UK GDPR)

6.2 Prohibited Activities

You must not:

• Use the Service to commit fraud or process fraudulent transactions

• Attempt to gain unauthorised access to any part of the Service

• Reverse engineer, decompile, or disassemble the Service

• Use automated scripts or bots to access the Service (except approved iCal polling)

• Resell or redistribute the Service without written permission

• Capture damage bonds without legitimate evidence of damage

• Upload malware, viruses, or malicious code

• Violate any third party's intellectual property rights

• Use the Service to send spam or unsolicited marketing

6.3 Guest Data Protection

You agree to handle all guest personal data in accordance with UK GDPR and data protection laws. You must not use guest information obtained through the Service for purposes other than fulfilling bookings and communicating about those bookings.

7. Intellectual Property Rights

7.1 Platform Ownership

SubletManager and all related software, designs, trademarks, logos, and content are owned by Think Menai and protected by UK and international intellectual property laws. We grant you a limited, non-exclusive, non-transferable license to access and use the Service in accordance with these Terms.

7.2 Your Content

You retain ownership of all content you upload to the Service (property descriptions, photos, message templates, etc.). By uploading content, you grant us a worldwide, non-exclusive license to use, display, and process that content solely to provide the Service.

7.3 AI-Generated Content

Content generated by AI features remains your property. However, you acknowledge that AI models may generate similar outputs for other users based on common patterns.

8. Service Availability and Support

8.1 Uptime and Maintenance

While we strive for high availability, we do not guarantee uninterrupted access to the Service. We reserve the right to perform scheduled maintenance with reasonable notice. Emergency maintenance may occur without notice.

8.2 Third-Party Dependencies

The Service relies on third-party providers including Stripe (payments), SMTP2Go (email), Claude (AI), and what3words (location). Service disruptions caused by these providers are beyond our control.

8.3 Support

Support is provided via email during UK business hours. Response times vary by subscription plan. We do not provide 24/7 support or phone support in the MVP.

9. Limitation of Liability

9.1 Service "As Is"

THE SERVICE IS PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

9.2 Limitation of Damages

TO THE MAXIMUM EXTENT PERMITTED BY LAW, THINK MENAI SHALL NOT BE LIABLE FOR:

• Loss of revenue, profits, or business opportunities

• Double bookings or booking conflicts

• Errors in tourist levy calculations

• Failed payment processing or refunds

• Guest complaints or chargebacks

• Inaccurate AI-generated content

• Third-party service failures

• Data loss or corruption

IN NO EVENT SHALL OUR TOTAL LIABILITY EXCEED THE AMOUNT YOU PAID FOR THE SERVICE IN THE 12 MONTHS PRECEDING THE CLAIM.

9.3 Indemnification

You agree to indemnify and hold harmless Think Menai, its directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from your use of the Service, your violation of these Terms, or your violation of any rights of third parties.

10. Data Protection and Privacy

Your use of the Service is subject to our Privacy Policy, which explains how we collect, use, and protect your personal data in accordance with UK GDPR.

As a user processing guest data through SubletManager, you act as a data controller. You are responsible for:

• Obtaining appropriate consent from guests to process their personal data

• Providing guests with privacy information about data processing

• Responding to guest data subject access requests

• Maintaining appropriate technical and organisational security measures

We act as a data processor on your behalf for guest data you input into the Service.

11. Termination

11.1 Termination by You

You may cancel your subscription at any time through your account settings. Cancellation takes effect at the end of your current billing period. No refunds are provided for partial months except as required by law or under our money-back guarantee.

11.2 Termination by Us

We may suspend or terminate your account immediately if:

• You breach these Terms

• Your payment method fails repeatedly

• We detect fraudulent activity

• Your account has excessive chargebacks or refunds

• We are required to do so by law

11.3 Effect of Termination

Upon termination:

• Your access to the Service will cease immediately

• Your iCal export feeds will be deactivated

• Your booking widget will stop functioning

• You will have 30 days to export your booking data

• After 90 days, all your data may be permanently deleted

Obligations accrued before termination (including payment obligations) survive termination.

12. Dispute Resolution

12.1 Informal Resolution

If you have a complaint or dispute, please contact us at hello@subletmanager.com. We will attempt to resolve disputes informally within 30 days.

12.2 Governing Law

These Terms are governed by the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

12.3 Consumer Rights

Nothing in these Terms affects your statutory rights as a consumer under UK law, including your rights under the Consumer Rights Act 2015.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy, constitute the entire agreement between you and Think Menai regarding the Service.

13.2 Severability

If any provision of these Terms is found to be unenforceable, the remaining provisions will remain in full force and effect.

13.3 No Waiver

Our failure to enforce any right or provision of these Terms does not constitute a waiver of that right or provision.

13.4 Assignment

You may not assign or transfer these Terms or your account without our written consent. We may assign these Terms without restriction.

13.5 Changes to Service

We reserve the right to modify or discontinue the Service (or any part thereof) at any time. We will provide reasonable notice of material changes that negatively impact functionality.

14. Contact Information

For questions about these Terms, please contact us: