Terms Of Service

Terms of service

Last updated 16/11/2025

LADDR LTD.

WHO WE ARE

Registered name: Laddr Ltd

Registered address: 3rd Floor, 86–90 Paul Street, London EC2A 4NE

Company number: 15949152

VAT number: 482 6758 47

Email: admin@laddrhub.com

Certain terms used throughout these Terms and Conditions are capitalised and have specific meanings. These defined terms are listed in the Definitions section at the end of this document.

These Terms apply to anyone who uses the Laddr website, the Laddr Hub, or any of our Services. This includes, but is not limited to, Prospective Tenants, Guarantors, Landlords, Letting Agents, and Partners (together, “Users”).

OUR SERVICES

Laddr provides services to Landlords, Letting Agents, or Partners (as applicable) consisting of the collection and analysis of tenant data for the purpose of assessing the suitability of prospective tenants (Our Services). The Services may include, without limitation, facilitating credit checks, affordability assessments, background checks and identity verification.

USE OF INFORMATION PROVIDED BY YOU

Laddr is a Data Controller as deﬁned by Data Protection Legislation.
To verify the contents of Your application, Laddr will need to share personal data with the third parties listed below and the Landlord/Letting Agent.
Our Privacy Policy is available at https://laddrhub.com/privacy-policy/.
By signing up to Laddr, you undertake that you comply with any applicable laws and regulations (and if you are a business user, carry out your business in line with good industry practice).
Should it be necessary for Laddr to transfer Personal Data overseas, any such transfers will be made in full compliance with Data Protection Legislation.
In order to complete Your application, we will consult with a number of sources to verify the information that You provide. The parties with whom it may be necessary for Laddr to share information relating to Your application may include but are not limited to:

Your family, associates and representatives including housemates and neighbours;
Your or our professional advisors and consultants;
ﬁnancial organisations;
credit reference agencies;
fraud prevention agencies;
debt collection and tracing agencies;
employment and recruitment agencies; and
central government.

You understand and acknowledge that Laddr may process information provided by you using machine learning or artificial intelligence models.
You understand that Laddr may approach third parties including those listed above and will rely upon “performance of a contract” or where necessary, “prevention or detection of a crime” or another legal bases for this processing activity.
You understand that Laddr may consult with a licensed credit reference agency regarding Your Application. You understand that Laddr may share such Personal Data with the credit reference agency as is necessary to carry out a search.
You understand, acknowledge and accept that a credit reference agency may record the results of any search conducted in relation to Your Application.
You understand, acknowledge and accept that the credit reference agency search may show how You conduct payments with other entities and that from time to time this information may also be used for debt tracing and fraud prevention.
The personal information we collect may be shared with fraud prevention agencies to verify your identity and prevent fraud or money laundering. If fraud is detected, you could be refused certain services, finance, or employment. Further details on how your data may be used, and your rights, are set out in the privacy notices of our third-party providers, available on request.
If false or misleading information is provided via the Laddr platform, the Landlord or Letting Agent may withhold all or part of any holding fee. This decision is at their discretion, and Laddr is not responsible for the outcome.
You understand that Laddr may contact Your referees using Personal Data which has been provided by You in the Application for the purposes of allowing Your referees to verify and/or provide information about Your earnings and income, Your profile, Your dates of employment and previous tenancies. You also conﬁrm that You have their permission for us to contact them in order for us to obtain Your references.
Information may be sent to You or Your nominated referee(s) by email and SMS. This information will only be such as is necessary to identify You and You conﬁrm You are aware that the information sent electronically cannot be guaranteed to be secure.
You acknowledge that Laddr cannot absolutely guarantee the security of any electronic communications relating to Your Application but we do use appropriate measures to maintain the security of your data both in transit and at rest.
As a result of the information You provide to Laddr and that Laddr obtains from third parties in connection with Your Application, You understand that Laddr may pass on all such information to the Landlord and/or Letting Agent.
You accept that the results of such checks and searches that have been carried out by or for Laddr in connection to Your Application may be accessed in the future by Laddr if You complete an application through Laddr again. Please let us know if you would like us to remove your previous Application from our records.

DOCUMENTS ESTABLISHING YOUR RIGHT TO RENT

In order to rent a property in the United Kingdom, You are required to provide documentation confirming Your Right to Rent. As part of the Application Process, You will be asked to indicate which documents You intend to use to meet these requirements. An online Right to Rent check will be conducted where applicable. Original documents may also need to be verified in person by the Landlord or Letting Agent.
You conﬁrm that You are aware that You may be required to supply original copies of the documents demonstrating Your Right to Rent as requested by Landlord or Letting Agent. This does not form part of the Application Process. Laddr can provide no guarantee that such documentation will be accepted by the Landlord or Letting Agent.

RESULT OF YOUR APPLICATION

The decision as to whether or not to accept Your Application rests with the Landlord or Letting Agent.
Laddr accepts no liability for any loss suffered by You in the event Your Application is successful or not.

LADDR ID SHARING

As part of the Services, Laddr allows You as a Prospective Tenant to share your Laddr ID with Letting Agents, Landlords, or other relevant third parties of your choosing.
You are responsible for deciding with whom you share your Laddr ID and for verifying the identity and legitimacy of the recipients.
By choosing to share your Laddr ID, You consent to the sharing of the data linked to it.
Laddr is not responsible for the use, misuse, or security of your data once it has been shared with or accessed by a third party at your direction.
When You share a Laddr profile, we store the recipient’s contact details to facilitate the share and to offer relevant services. Recipients may object at any time (see Privacy Policy).

STATUS OF THE LANDLORDS OR LETTING AGENT

You accept that Laddr cannot guarantee the accreditation status of the Landlord nor can Laddr guarantee that the Landlord or the Letting Agent acting on the Landlord’s behalf holds any licences or certiﬁcation as may be required by law including but not limited to a HMO Licence.
Notwithstanding any advice or information provided during the referencing process or otherwise, the Landlord remains responsible for carrying out all identity, visa, and other checks required under Right to Rent legislation.

RIGHTS AND REQUIREMENTS OF LANDLORDS, LETTING AGENTS OR PARTNERS

The Landlord, Letting Agent or Partner hereby agrees to:

Where it is a Letting Agent, and the tenant has provided valid consent, only share the Laddr ID with the landlord of the property to which the tenancy application relates
Implement and maintain up-to-date, industry-standard antivirus software on all systems used to access or process data related to or received from Laddr, including personal data (Laddr Data);
Ensure multi-factor authentication (MFA) is enabled and enforced for all user accounts accessing Laddr Data;
Store all Laddr Data in environments that are both password-protected and encrypted, in accordance with prevailing data protection standards;
Refrain from storing any Laddr Data on mobile devices or external storage devices unless such devices are encrypted and subject to appropriate access controls;
Process any personal data received from Laddr solely for the agreed purpose, which will be limited to assessing the suitability of a tenant or applicant in connection with a prospective tenancy or let;
At its own cost and for the duration of its engagement with Laddr, maintain in full force and effect appropriate professional indemnity insurance with a reputable insurer, providing coverage to a level commensurate with the nature and extent of the services provided and the potential risks arising therefrom;
Ensure that any third-party service providers, subcontractors, or affiliates with access to Laddr Data are bound by data security and confidentiality obligations no less stringent than those set out in this Agreement; and
Comply in full with all applicable data protection and privacy legislation, including but not limited to the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018, and any equivalent legislation in the relevant jurisdiction.

Breach of any of the foregoing obligations constitutes a material breach of this Agreement and may, at Laddr’s sole discretion, result in immediate termination of the Partner’s access to the Services and/or termination of the partnership. In such an event, the Partner will promptly and permanently delete all Laddr Data in its possession or control and provide written certification of such deletion upon request.

SUBMITTING YOUR APPLICATION

By proceeding with Your application You conﬁrm that You have read and agree to these terms and conditions.

TERMINATION

You may withdraw Your Application at any time until the prospective tenancy is entered into.
We may end this contract where you commit a material breach of these Terms - for example, intentionally providing false information, misusing the platform, or using the service unlawfully - or where required by law or regulation. Where reasonable, we will give you notice and an opportunity to correct the issue before ending the contract.
If our services are significantly delayed or we fail to perform them within a reasonable time, you have the right to cancel the contract.

ACCESSING THE LADDR HUB

In order to be able to access the Laddr Hub, You may need to use Your Login Information. You must not disclose Your Login Information to any person not authorised to use the Laddr Hub on Your behalf.
You must not access or use the Laddr Hub for any purpose that is prohibited by these Terms or is otherwise unlawful.
You must maintain Your own ﬁrewalls and anti-virus software when accessing the Laddr Hub so as not to expose You to the risk of a virus or malicious software. We do not accept responsibility for any damage to Your PC or computer system which arises in connection with Your use of the Laddr Hub.
We reserve the right to immediately terminate Your access to the Laddr Hub if You are in breach these Terms.

USER OBLIGATIONS

Users must not:

use the Website to distribute any illegal, obscene or otherwise harmful material;
disparage Laddr or its directors or employees or otherwise act in a way which is reasonably likely to cause harm to us;
do anything to interfere with other Users’ access to the Website;
impersonate others or create false accounts or adverts on the Website;
use software or any other means to harvest information from the Website;
misrepresent the identifying features of their rental payments in order to deceive the rental payment verification process;
send spam or other forms of unsolicited information to other Users;
attempt to de-compile, reverse compile, disassemble or reverse engineer all or any part of our systems; or
use the Services as part of any effort to compete with us or otherwise use the Services and/or the Website content for any commercial enterprise.

Any information which you provide on the Website must be accurate and reliable to the best of your knowledge (this includes but is not limited to personal information, contact details and information related to paying rent).
You agree that Laddr may contact You by telephone or email using the contact detail(s) You have provided, where such contact is necessary for the performance of our Services.
If you provide any information that is untrue, inaccurate, not current, or incomplete, we will be entitled to suspend or terminate your use of the Services without notice.

USER CONTRIBUTIONS

When using the Services you may be invited to contribute to, or participate in online feedback forms or reviews (together, Contributions). When you provide Contributions, you agree that:

your Contributions must not infringe the intellectual property rights of any third party;
you are the creator and owner of or have the necessary permissions to use and to authorise us and other Users to use your Contributions in any manner contemplated by these Terms;
your Contributions must not be false, inaccurate, or misleading;
your Contributions must not include unsolicited or unauthorised advertising, promotional materials, spam, mass mailings, or other forms of solicitation;
your Contributions must not be obscene, lewd, lascivious, filthy, violent, harassing, libellous, slanderous, or otherwise objectionable in our reasonable opinion and must not include any offensive comments connected to race, ethnicity, gender, sexual preference, or physical handicap;
your Contributions must not ridicule, mock, disparage, intimidate, or abuse any other person;
your Contributions must not be used to harass or threaten any other person; and
your Contributions do not otherwise breach, or link to material that breaches, any provision of these Terms.

If you have concerns about any comments or feedback made about you through Laddr, please contact us at admin@laddrhub.com. We will review the content promptly and, where appropriate, investigate or remove it in line with any laws and regulations and our moderation procedures.

LIABILITY AND EXCLUSION OF LIABILITY

We accept no responsibility for the accuracy of the information provided in an Application and any liability for inaccurate, false or fraudulent information rests with the provider of that information, whether that be the Prospective Tenant, Guarantor, Referee or a third party provider of information.
Laddr does not warrant or guarantee the outcome of any tenancy application or decision made by a Landlord or Letting Agent. The Services provided are informational and do not constitute any advice, approval, or recommendation (including but not limited to legal, financial or tax advice).
Laddr disclaims any duty of care and liability for any decisions made by third parties based on information obtained through the platform and you may not rely on any information or content provided by Laddr.
You acknowledge and accept that there are various third party service providers behind the Laddr technology and by signing up you accept that there might be certain terms and conditions applicable to Laddr users arising from the terms of use of such third party service providers, including but not limited to Trans Union, Konfir, VerifyPDF, Atto and Yoti
The Laddr Hub and Services are provided on an “as is” and “as available” basis. We do not warrant that the technical or functional aspects of the Services will be error-free, uninterrupted, or secure. We make no guarantee that the Laddr Hub or Website will operate continuously or be free of defects, or that transmission of data to and from the Service will occur without delay, error, or interruption.
While we take reasonable precautions to protect our systems, we do not warrant that the servers or systems used to provide the Services will be free from viruses, malware, or other harmful components.
Any guidance, commentary, or content published on our platform, social media accounts, or blogs is for general informational purposes only and does not constitute legal or professional advice.
Unless the law says otherwise, our total liability for any loss or damage you suffer in connection with our Services will not exceed £10,000.
We will not be liable to You in contract, tort, negligence, breach of statutory duty or otherwise for any loss, damage, costs or expenses of any nature whatsoever incurred or suffered by You:

of an indirect or consequential nature; nor
for any economic loss or other loss of turnover, proﬁts, business or goodwill.

In addition to and without affecting the above,, We will not be liable for the following losses or liability from the same which You may suffer or be held liable for caused by Your reliance or use of the Services (or by not relying on or not using the Services, or by Your using or relying on them in an unreasonable way):

missing a deadline;
You (or someone on Your behalf) suffering loss by reason of inaccuracy or incompleteness of any information or data provided to You;
You suffering a business loss or being unable to undertake any business activity;
a third party making a claim against You; or
a government or regulatory authority imposing a ﬁne, penalty or obligation on You.

In addition to and without affecting the above, whether you are a consumer or a business user:

We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors and for fraud or fraudulent misrepresentation.

If you are a business user:

We exclude all implied conditions, warranties, representations or other terms that may apply to our site or any content on it.
We will not be liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with:

Use of, or inability to use, our site; or
Use of or reliance on any content displayed on our site.
In particular, we will not be liable for: loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.

If you are a consumer user:

We only provide our site for domestic and private use. You agree not to use our site for any commercial or business purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
If defective digital content that we have supplied damages a device or digital content belonging to you and this is caused by our failure to use reasonable care and skill, we will either repair the damage or pay you compensation. However, we will not be liable for damage that you could have avoided by following our advice to apply an update offered to you free of charge or for damage that was caused by you failing to correctly follow installation instructions or to have in place the minimum system requirements advised by us.

CONSUMER RIGHTS ACT 2015

Nothing within these terms and conditions is intended to limit the rights of a Consumer within the meaning of the Consumer Rights Act 2015. Please note that this also applies to our limitation of liability as set out above under Clause 14 which will only be applicable to the extent permissible by any consumer laws and regulations.
We intend to rely on these Terms as being the terms and conditions of the contract between You and Us. Any changes to the terms and conditions that You wish to make should be put in writing but no changes will be made to these terms and conditions without Our written agreement.
We may update these Terms from time to time, but only where the change is:

required to comply with law, regulation, or guidance from a regulator;
needed to reflect updates to our services, technology, or security; or
beneficial to users and does not reduce or adversely impact your existing rights.

If we make a material change that could reasonably affect your rights or how you use Laddr, we will notify you in advance (for example, by email or notice in your account). The updated Terms will take effect no sooner than 30 days after notice is given.
If you do not agree to the updated Terms, you may stop using the service and close your account before the new Terms take effect. By continuing to use Laddr after that date, you agree to the updated Terms.

RESPONSIBLE USE AND LIABILITY FOR MISUSE

You agree to be responsible for any loss or damage we suffer because of your intentional misuse of the Laddr Hub or serious breach of these Terms.

INTELLECTUAL PROPERTY RIGHTS

We are the owner or licensee of all intellectual property rights in our Services. Copyright in the Laddr Hub, including all databases, functionality, software, website designs, audio, video, text, photographs, and graphics in the Services (together, the Content), as well as the trademarks, service marks, and logos on the Website (together, the Marks). Those works are protected by copyright laws and treaties around the world. All such rights are reserved.
Information procured from a third party may be the subject of copyright owned by that third party.
The Content and Marks are protected by copyright, trademark and any other applicable intellectual property laws in the United Kingdom and internationally.
Except as expressly authorised by Us in writing You may not adapt, reproduce, store, distribute, print, display, perform, publish or create and derivative works from any part of the Content or Marks, or from any information obtained from the Laddr Hub; or commercialise any information, products or services obtained from the same.
The Content and Marks are provided for your personal, non-commercial use or internal business purpose only. You obtain no other rights to the Content or Marks as a User of the Services. You must not copy, reproduce, distribute, publish, display, or create derivative works from any part of our Services without our prior written permission.
You will not conduct, facilitate, authorise or permit any text or data mining or web scraping in relation to the Website or any services provided via, or in relation to, the Website. This includes using (or permitting, authorising or attempting the use of):

Any “robot”, “bot”, “spider”, “scraper” or other automated device, program, tool, algorithm, code, process or methodology to access, obtain, copy, monitor or republish any portion of the Website or any data, content, information or services accessed via the same.
Any automated analytical technique aimed at analysing text and data in digital form to generate information which includes but is not limited to patterns, trends and correlations.

We take reasonable care to ensure that materials provided through our website and the Laddr Hub are accurate but they are provided for general information only and may reasonably change over time.

WEBSITE SUPPLY AND CONTRACT TERMS

A binding agreement is formed when You submit an order for Services on our Website and we confirm receipt or provide access to those Services.
All Services are delivered digitally through the Laddr Hub and no physical goods are supplied.
You may cancel your order within 14 days of entering into the contract. However, by choosing to access the Services immediately, You acknowledge and agree that You waive your right to cancel under the Consumer Contracts Regulations 2013 once access has been granted.

BILLING AND RENEWAL

Your subscription will continue and automatically renew unless cancelled. You consent to our charging your payment method on a recurring basis without requiring your prior approval for each recurring charge, until such time as you cancel the applicable order. The length of your billing cycle will depend on the type of subscription plan you choose when you subscribed to the Services.

CANCELLATION

You can cancel your subscription at any time by contacting us using admin@laddrhub.com with your name, address, details of the service you wish to cancel, and the date you placed the order.
Your cancellation will take effect at the end of the current paid term.
If you have any questions or are unsatisfied with our Services, please email us at admin@laddrhub.com.

CONFIDENTIALITY

Unless We agree otherwise in writing, You are provided with access to the Laddr Hub for Your use only and You may not without our written permission sell information obtained from the Laddr Hub to any third party.

SECURITY

No data transmission over the Internet can ever be guaranteed as wholly secure and whilst We endeavour to protect all such information, We do not guarantee or warrant and cannot ensure the security of any information which You transmit to us and any information which You do transmit to us which is always at Your own risk.
You must notify Laddr immediately if you become aware of any actual or suspected unauthorised access to the Laddr Hub, data breach, or other security incident affecting your account or data.

SEVERABILITY

If any provision of these Terms is held to be invalid, illegal, or unenforceable for any reason by a court of competent jurisdiction, the rest will still apply.

FORCE MAJEURE

Laddr will not be liable for any failure or delay in performing its obligations under these Terms to the extent that such failure or delay is caused by an event or circumstance beyond its reasonable control, including but not limited to acts of God, natural disasters, pandemic, epidemic, war, terrorism, civil unrest, labour disputes, power outages, or failure of suppliers, telecommunications, or internet services.

LAW AND JURISDICTION

These Terms and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them will be governed by and construed in accordance with the law of England and Wales.

THIRD PARTIES

For the purposes of the Contracts (Rights of Third Parties) Act 1999 this contract is not intended to, and does not give any person who is not a party to it the right to enforce any of its provisions.

TRANSFER OF RIGHTS AND OBLIGATIONS

We may at any time without your consent assign, subcontract, delegate, or deal in any other manner with any or all of our rights and obligations under these Terms.

COMMISSIONS

Landlord/Agents and We (Laddr) may from time to time receive a referral payment in relation to additional products or services promoted to you, including but limited to: utility and broadband providers, insurance and deposit replacement, which You may subsequently purchase. You are under no obligation to purchase any of these products or services.
Laddr Ltd is an Introducer Appointed Representative (IAR) of Alan Boswell Insurance Brokers Ltd (ABIB), which is authorised and regulated by the Financial Conduct Authority (FCA). This means we may introduce you to ABIB’s products or services. ABIB is responsible for all regulated insurance activities.
Inclusion of, linking to, or permitting the use or installation of any Third-Party Sites or any Third-Party Content does not imply our approval or endorsement. If you decide to leave the Website and access the Third-Party Sites or to use or install any Third-Party Content, you do so at your own risk, and you should be aware that these Terms will no longer apply.
You should review the applicable terms and policies, including privacy and data gathering practices, of any website to which you navigate or relating to any applications you use or install.
Any purchases you make through Third-Party Sites will be through other websites and from other companies, and we take no responsibility whatsoever in relation to such purchases which are exclusively between you and the applicable third party.
We do not endorse any products or services offered on Third-Party Sites and accept no responsibility for any harm caused by your purchase of such products or services.

COMPLAINTS

We aim to provide a high standard of service and take complaints seriously. If you are dissatisfied or have a concern about any aspect of our service, please contact us:

by post to: Laddr Ltd, 3rd Floor 86-90 Paul Street, London EC2A 4NE
by email at: admin@laddrhub.com

We will acknowledge receipt of your complaint within 5 working days and aim to provide a full response within 20 working days.
If your complaint cannot be resolved immediately, we will let you know why and give you an estimated timeframe.
Complaints are reviewed by a senior member of our team to ensure fairness and consistency. If you remain unhappy with our response, you may request an internal review.

DEFINITIONS

“Application” means the process through which information is submitted or requested on the Laddr platform for the purpose of carrying out tenant referencing or assessing suitability for a tenancy.
“Content” means all all databases, functionality, software, website designs, audio, video, text, photographs, and graphics provided through the Website or Laddr Hub, or in the Services.
“Guarantor” means a person who agrees to guarantee the obligations of a tenant under a rental agreement.
“Landlord” means the owner or legal representative of a property available for rent.
“Laddr”, “We”, “Us” or “Our” refers to Laddr Ltd, a company incorporated and registered in England and Wales with company number 15949152 and registered office at 86-90 Paul Street, London, EC2A 4NE.
“Laddr Data” means any personal data, confidential information or content received or accessed via Laddr’s systems.
“Laddr ID” means the digital profile created through the Laddr Hub that contains information about a tenant’s identity, financial history, rental references and profile.
“Laddr Hub” means the proprietary web-based platform provided by Laddr for use by Users, Landlords, Letting Agents, Partners, and Guarantors, and all associated products, services and communications.
“Letting Agent” means a person or business that acts on behalf of a Landlord to manage, market or let rental property.
“Partner” means any third party with whom Laddr collaborates to deliver part or all of the Services.
“Personal Data” has the meaning given under the Data Protection Act 2018 and the UK General Data Protection Regulation (UK GDPR).
“Prospective Tenant” means an individual who applies through Laddr to be considered for a tenancy.
“Right to Rent” means a person’s legal right to occupy residential property in the United Kingdom under the Immigration Act 2014 and related regulations, proven through appropriate identity and immigration documentation.
“Services” means the services provided by Laddr as described in these Terms.
“Terms” means these terms and conditions and any policies or documents referred to herein.
“User”, “You” or “Your” refers to any individual or entity using the Website, Laddr Hub, or Services, including but not limited to Tenants, Guarantors, Landlords, Letting Agents, Referees and Partners.
“Website” means the publicly accessible website operated by Laddr including any subdomains or related online services.
“Your Login Information” means the unique username, password, and any other credentials used by a User to access the Laddr Hub or their account.