Terms of Use

These Terms of Use ("Terms") govern your use of the Symfonic property management platform (the "Service"), operated by Worx Worldwide Ltd, trading as Symfonic, a company registered in England and Wales (company number 10014914), of Lower Lodge Studios, Haslemere, Surrey GU27 3NH ("we", "us", "our").

By creating an account, logging in, or otherwise using the Service, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Service.

If you are using the Service on behalf of an organisation, you represent that you have the authority to bind that organisation to these Terms.

Symfonic is a property management platform that provides:

• Property portfolio management with compliance tracking for gas safety, EPC, EICR, smoke alarms, and other statutory requirements.
• Tenant management, including tenancy agreement generation aligned with the Renters' Rights Act 2025, digital signatures, and tenant portal access.
• Fault reporting and work order management with automatic statutory deadline calculation and supplier assignment.
• Financial accounting with income/expense tracking, Making Tax Digital (MTD) submissions to HMRC, and Xero integration.
• AI-powered assistance (Ask Si) for document generation, compliance queries, and record creation.
• Tenant communications via WhatsApp, email, and push notifications.
• Document management with digital e-signatures and audit certificates.

To use the Service, you must register an account with a valid email address. You are responsible for:

• Maintaining the confidentiality of your login credentials.
• Completing the second sign-in step (multi-factor authentication) required for every account, and keeping your authenticator app or email account secure.
• All activity that occurs under your account.
• Notifying us immediately of any unauthorised use of your account.

You must be at least 18 years old to use the Service. One account per person is permitted.

The Service offers four plans: Solo (free, one property), Pro, Growth and Agency, each with limits on properties, users and monthly AI credits as shown on our pricing page. A paid plan chosen when you sign up starts with a 30-day free trial and no card is needed. An account that has not had a trial and starts a paid plan later also gets a 30-day trial; card details are taken at checkout but nothing is charged until the trial ends. Accounts that have already had a trial are billed from the day they subscribe.

AI credits are used when you message Symfonic's AI assistants; one message to Si uses one credit, and some specialist assistants use more. Credits refill at the start of each monthly period and unused credits do not carry over.

If a free trial ends without a paid subscription, the account moves to the Solo plan. Properties beyond the Solo allowance become read-only and are retained for 90 days, during which we will email the account owner. If no paid plan is chosen within 90 days, those properties and their associated records are permanently deleted.

By subscribing to a paid plan, you agree to:

• Pay all applicable fees as displayed at the time of subscription.
• Authorise us to charge your payment method (processed via Stripe) for recurring subscription fees.
• Provide accurate billing information and keep it up to date.

Subscriptions automatically renew until cancelled. You can cancel at any time through your organisation settings or by contacting help@symfonic.app. Cancellation takes effect at the end of the current billing period. No refunds are provided for partial billing periods.

Plan-based usage limits (e.g., number of properties) are enforced before record creation. If you exceed your plan's limits, you will be prompted to upgrade.

You agree to use the Service lawfully and responsibly. In particular, you agree to:

• Data accuracy: Ensure that all property, tenant, and financial data entered into the platform is accurate and up to date.
• Lawful tenant data processing: Have a lawful basis under the UK GDPR for the personal data you put into the Service and tell your tenants, occupiers and suppliers how you use it. You are the data controller for that data; we act as your data processor (see section 7).
• Housing law compliance: Ensure that tenancy agreements, notices, and compliance certificates meet the requirements of the Renters' Rights Act 2025 and other applicable housing legislation. While Symfonic provides tools to assist with compliance, ultimate legal responsibility rests with you.
• Tax compliance: Ensure that financial records and MTD submissions to HMRC are accurate and submitted on time. Symfonic provides tools to facilitate submissions but does not provide tax advice.
• Supplier management: Ensure that work orders shared with suppliers contain only the information necessary for the work to be completed.
• Document authenticity: Ensure that uploaded compliance documents are genuine and valid.

You must not:

• Use the Service for any unlawful purpose or in violation of any applicable law.
• Enter data that you do not have the right or authority to process.
• Attempt to gain unauthorised access to other users' data, the platform's systems, or networks.
• Use the AI assistant to generate content that is unlawful, defamatory, or infringes third-party rights.
• Reverse engineer, decompile, or attempt to extract the source code of the Service.
• Use the Service to send spam, unsolicited communications, or malicious content.
• Share your account credentials with others or allow multiple people to use a single account.

Our Privacy Policy explains how we handle personal data as a controller. This section forms the data processing agreement required by Article 28 of the UK GDPR for personal data you put into the Service about other people (for example tenants, occupiers, guarantors and suppliers). For that data you are the controller and we are your processor.

• Scope: we process that data for as long as you use the Service, to provide its functions: property, tenancy, compliance, maintenance, financial and communication records. The data types and the people concerned are those described in section 2 of the Privacy Policy.
• Instructions: we process it only on your documented instructions, which are given by your use and configuration of the Service and by these Terms, unless the law requires otherwise; in that case we will tell you first unless the law prevents it. We will tell you if we think an instruction breaks data protection law.
• Confidentiality: everyone we authorise to process the data is bound by confidentiality.
• Security: we apply the measures described in section 7 of the Privacy Policy, appropriate to the risk.
• Sub-processors: you give general authorisation for the sub-processors listed in the Privacy Policy. We will update that list and give you at least 30 days' notice of a new sub-processor, during which you may object; if we cannot resolve the objection you may end your subscription. We impose data protection terms on each sub-processor equivalent to these, and remain responsible for them.
• International transfers: you authorise the transfers described in section 5 of the Privacy Policy, made under the safeguards described there.
• Assistance: we will help you, taking into account the nature of the processing, to respond to requests from individuals exercising their rights, and with security, breach notification, data protection impact assessments and consultation with the ICO.
• Breaches: we will tell you without undue delay after becoming aware of a personal data breach affecting your data, with the information you need to meet your own obligations.
• End of service: when your account closes, you may ask us to return your data in a commonly used format. We will then delete it, unless the law requires us to keep it, in line with the retention periods in the Privacy Policy.
• Audit: we will make available the information reasonably needed to show we meet these obligations, and allow and contribute to reasonable audits by you or an auditor you appoint, on reasonable notice and subject to confidentiality.

Data export and deletion are provided on request: email help@symfonic.app.

The Service integrates with third-party services including HMRC (Making Tax Digital), Xero (accounting), Guesty (holiday lets), Google Chat, WhatsApp/Meta (messaging), Companies House and Stripe (payments). When you connect these integrations:

• You authorise us to access and process data from those services on your behalf.
• The third-party service's terms and privacy policy also apply to your use of that integration.
• You are responsible for maintaining the accuracy of data submitted to third-party services (e.g., HMRC tax submissions).
• You can disconnect any integration at any time through your settings, after which we will delete the associated OAuth tokens.

We are not responsible for the actions, availability, or data practices of third-party services.

The Service, including its software, design, content, and branding, is owned by Worx Worldwide Ltd and is protected by intellectual property laws. You may not copy, modify, distribute, or create derivative works from the Service without our written permission.

You retain all rights to the data you upload to and create within the Service (property records, tenant data, documents, etc.). We process this data solely to provide the Service to you.

AI-generated content (tenancy agreements, summaries, responses from Ask Si) is provided to you for your use. You are responsible for reviewing AI-generated content for accuracy and legal compliance before use.

To the maximum extent permitted by law:

• The Service is provided "as is" and "as available" without warranties of any kind, whether express or implied.
• We do not guarantee that the Service will be uninterrupted, error-free, or secure at all times.
• We are not liable for indirect, incidental, special, or consequential damages, including loss of profits, data, or business opportunities.
• Our total liability for any claim arising from your use of the Service is limited to the amount you have paid us in the 12 months preceding the claim.

We do not exclude or limit liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded under applicable law.

Symfonic provides compliance tracking tools but does not provide legal advice. Tenancy agreements, notices, and compliance documents generated through the Service should be reviewed by a qualified professional. We are not liable for legal non-compliance resulting from your use of generated documents.

You agree to indemnify and hold Symfonic harmless from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your breach of these Terms.
• Your misuse of the Service.
• Data you upload that infringes third-party rights.
• Inaccurate information submitted to HMRC or other third-party services through the platform.
• Your failure to comply with housing, data protection, or tax regulations.

You can terminate your account at any time by contacting help@symfonic.app. Upon termination:

• Your access to the Service will cease.
• Your data will be retained in accordance with our Privacy Policy's retention schedule and legal requirements.
• You can ask for an export of your data before or within 30 days after termination.

We may suspend or terminate your account if you breach these Terms, use the Service unlawfully, or if your subscription fees are unpaid. We will provide notice where reasonably possible, except in cases of urgent security or legal concerns.

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of the Service shall be subject to the exclusive jurisdiction of the courts of England and Wales.

We may update these Terms from time to time. We will notify you of material changes by email or through the platform at least 30 days before they take effect. Continued use of the Service after changes take effect constitutes acceptance of the revised Terms.

If you have questions about these Terms, please contact us at help@symfonic.app.