Voxa Estate Terms for Agencies

1. Who we are and what these terms cover

1.1 These terms are an agreement between Voxa MTD Limited ("Voxa", "we", "us") and the business that signs up for Voxa Estate ("the Agency", "you"). We are a company registered in England and Wales, company number 16984959, with our registered office at 4 Allcroft Road, 4 Hillside Court, Reading RG1 5DJ. We are registered with the Information Commissioner's Office under number ZC113197. Contact: hello@voxamtd.com.

1.2 These terms cover Voxa Estate, our repairs and compliance software for letting agencies and other property managers, at voxaestate.com and in the apps that go with it. They do not cover VoxaMTD, our tax software for landlords, which has its own terms.

1.3 You accept these terms when you tick the box to agree to them as you set up your Voxa Estate account, sign an Order Form that refers to them, or start using Voxa Estate for real properties, whichever comes first. The person accepting must have authority to bind the Agency. We keep a record of which version you accepted, who accepted it and when, and give you a copy on request.

1.4 These terms are for businesses only. Voxa Estate is not offered to consumers. You confirm you are using it for your business.

1.5 If there is a conflict, documents take priority in this order: (a) a signed Order Form, for the commercial points it covers; (b) the Data Processing Agreement, for personal data; (c) these terms.

2. Definitions

In these terms:

• Agency Data: all data that you, your staff, your tenants, landlords and contractors put into Voxa Estate, or that Voxa Estate receives for you. This includes messages, photos, voice notes, call records, certificates and imported spreadsheets.
• Billing Start: the day you start paid billing in Voxa Estate, or the billing start date in your Order Form.
• DPA: our Data Processing Agreement for Voxa Estate, which forms part of these terms (see clause 9).
• Fees: the charges in clause 11 or in your Order Form.
• Order Form: any written order we both sign or agree that refers to these terms, for example for a pilot, a negotiated price or an annual commitment.
• Service: Voxa Estate as described in clause 3, as we change it from time to time under clause 3.4.
• Unit: each home you manage in Voxa Estate and have not archived, such as a flat, a house, or a room let on its own. Some segments are priced per room, per bed or per flat. Where that applies, your Order Form or our price page says so.
• Users: your staff and anyone else you allow to use your Voxa Estate account.

3. The Service

3.1 Voxa Estate is software. Depending on the modules you switch on, it lets you:

• (a) run a repairs desk: receive repair reports from tenants, sort them, track jobs, and keep a record of each job;
• (b) message tenants, landlords and contractors over WhatsApp, SMS, email and phone, including automated (AI) messages and calls made in your name and within the limits you set;
• (c) track compliance: record safety certificates, licences and other dates, and get reminders before they lapse;
• (d) import properties, tenancies, contacts and certificates from spreadsheets or exports from other systems;
• (e) connect to other systems (for example a property management system, accounting software or a repairs platform) where we offer a connector. Some connectors are marked "beta" and may change or stop;
• (f) give landlord clients a read-only portal and reports;
• (g) use add-ons we offer from time to time, such as out-of-hours phone handling. An add-on may have its own extra terms, which we will show you before you switch it on. Tenant referencing is a separate service with its own terms, prices and privacy notice. It is not covered by these terms and is not switched on unless you accept those terms. If you use it, an applicant's referencing data is kept for 6 months after an application is turned down, and for 12 months after the tenancy ends where it goes ahead (or 6 years where a rent guarantee insurance policy relies on the reference).

3.2 AI features. Some features use AI from third-party providers to read messages, photos and voice notes, suggest how urgent a repair is and which trade is needed, write draft replies, and hold phone and WhatsApp conversations. AI can be wrong, can miss things, and can misunderstand people. See clause 5.

3.3 Free tools and beta features. Anything we label "beta", "preview" or "pilot" is given as-is. It may change or be removed without notice, and clause 13 (service levels) does not apply to it.

3.4 Changes to the Service. We improve Voxa Estate all the time and may add, change or remove features. If we remove or materially reduce a feature you pay for, we will give you at least 30 days' notice by email where we reasonably can. If the change materially harms you, you may end these terms under clause 16.2 and we will refund any Fees paid in advance for the period after the end.

4. What Voxa does not do

4.1 We are not a letting agent or property manager. We provide software. We do not manage properties, act as anyone's agent in letting or managing property, or take on any of your duties to landlords or tenants. You decide and instruct every repair, and the relationship with each contractor is yours (or your landlord's), not ours. Where Voxa Estate contacts a contractor, it does so as your tool, on your instruction and settings, and you remain the person managing the property.

4.2 We never hold client money. We do not receive, hold, or pass on rent, deposits, contractor payments or any other money for you, your landlords or your tenants. We do not pay contractors. Any figures Voxa Estate shows about rent, arrears, quotes or invoices are records only.

4.3 We are not a credit broker, lender, debt collector or insurer. Messages about arrears are sent in your name, using wording you approve, and you decide whether and how to chase. Voxa Estate does not collect debts or take payments. Reminders state the figures you hold and ask the tenant to contact you; they threaten nothing and name no law.

4.4 We do not give legal advice. Guidance, explanations, reminders, template wording and compliance dates in Voxa Estate are general information to help your staff. They are not legal, safety or professional advice, and they may not cover your situation. Voxa Estate does not serve notices on anyone (for example a rent increase notice or the government's Information Sheet). Where it prepares wording, you check it and decide whether to use it.

4.5 We are not an emergency service. Voxa Estate is not monitored around the clock by people. The decisions are yours. See clause 5.

5. AI, safety and emergencies

5.1 You stay responsible for safety decisions. Voxa Estate's urgency ratings, hazard flags, trade suggestions and draft replies help your staff. They do not replace their judgement. You remain responsible for your tenancies, for deciding and instructing repairs, and for your legal duties as landlord or agent, including duties about repairs, safety, hazards such as damp and mould, and complaints.

5.2 AI can be wrong. An AI rating may be too low, may be missing, or may fail because a provider is down. A danger-word check runs alongside the AI, but it cannot catch everything. You must not rely on Voxa Estate as your only way of spotting an emergency. You must have your own process to review reports and respond in the time the law and your agreements require.

5.3 Emergencies. Our automated messages and phone lines tell people in danger to call 999, and anyone who smells gas to call the gas emergency number: 0800 111 999 in Great Britain or 0800 002 001 in Northern Ireland. For LPG, the emergency number is the supplier's own, shown on the tank or cylinder; you will make sure tenants in homes on LPG know it. You agree to keep that signposting switched on, and to give your tenants your own emergency contact details.

5.4 On-call contacts. Where Voxa Estate alerts your staff out of hours, you must keep your on-call rota, phone numbers and email addresses current. An alert we send but nobody receives is your responsibility, unless the failure was caused by our breach of these terms.

5.5 Automated messages and calls in your name. You authorise us to send messages and make or answer calls in your name, within the settings you choose. You are responsible for the content you approve and the settings you choose (for example spending limits and automatic approval). Our automated assistant never claims to be a person, and it tells anyone who asks that it is automated. The tenant and contractor privacy notices say that an automated assistant is used. You agree not to describe the assistant to anyone as a person, and to keep a way for tenants and contractors to reach a person at your agency. We never use the assistant to make marketing calls.

5.6 Insurance. You keep your own professional indemnity and other insurance suitable for your business. Using Voxa Estate does not replace it.

6. Your obligations

6.1 You will:

• (a) give us accurate and complete data, and keep it up to date, including tenancy details, contact details, certificate dates and on-call contacts;
• (b) have a lawful basis to give us Agency Data, and give tenants, landlords, contractors and your staff the privacy information they need. This includes telling them that you use Voxa Estate and its providers, and pointing tenants to the notice we provide for this purpose;
• (c) get any permission the law requires before we message people for you, and respect a request to stop (for example "STOP" on WhatsApp or SMS);
• (d) check that the contractors you use are competent and suitably trained for the work, insured and, where needed, registered (for example on the Gas Safe Register or with an electrical competent-person scheme). Voxa Estate may show what a contractor told you or what a public register shows, but we do not vet contractors and do not guarantee their work;
• (e) keep your own copies of certificates and other documents you are required to keep. Voxa Estate is a record you can export, but you remain responsible for keeping what the law requires;
• (f) keep your sign-in details secure, give access only to people who need it, remove leavers promptly, and tell us at once if you think your account has been misused. We recommend two-step sign-in for all Users;
• (g) make sure your Users follow these terms. You are responsible for what they do in your account.

6.2 Your systems. You are responsible for your own internet access, devices, and accounts with other providers you connect or forward from (for example WhatsApp Business, your property management system, a repairs platform or your accounting software), and for following their terms. If you forward emails from another system to Voxa Estate, you do so on your own instruction and under your own contract with that system's provider.

7. Acceptable use

7.1 You must not, and must not let anyone else:

• (a) use the Service for anything unlawful, or to harass, threaten or discriminate against anyone;
• (b) send spam, or marketing that the recipient has not agreed to;
• (c) upload anything that infringes someone else's rights, or any malware;
• (d) try to get into parts of the Service, or other customers' data, that you are not allowed to reach, or test our security without our written permission;
• (e) copy, resell or rent the Service, or use it to build a competing product;
• (f) reverse-engineer the Service, except where the law allows this and it cannot be excluded;
• (g) overload the Service, or use automated tools to scrape it, except through features or interfaces we provide for that;
• (h) use the Service to break the terms of our providers that we tell you about (for example the WhatsApp Business messaging rules).

7.2 We may suspend access, wholly or in part, if we reasonably believe you are breaking clause 7.1, or if suspension is needed to protect the Service, other customers, or anyone's safety or data. We will tell you why, promptly, and restore access once the problem is fixed. We will suspend only as much as we need to. Where we can, we will warn you first. If we suspend your account, we will not switch off the emergency safety steps tenants are given when they report a danger, and suspension does not delete Agency Data.

8. Ownership and licence

8.1 Your data is yours. You (or your landlords, tenants and contractors) keep all rights in Agency Data. You give us a licence to use Agency Data only to provide, support, secure and improve the Service, as the DPA allows, and as the law requires.

8.2 Our Service is ours. We (and our licensors) keep all rights in the Service, our software, designs, wording, templates and documentation. During these terms we give you a non-exclusive, non-transferable right for your Users to use the Service for your business, under these terms.

8.3 Feedback. If you give us suggestions or feedback, we may use them without paying you or owing you anything.

8.4 Anonymous statistics. You instruct us to create statistics from which no person, property or agency can be identified (for example average repair times across all agencies), and we may use them to run and improve our business. We never publish figures about a single agency. The DPA records this instruction.

9. Data protection

9.1 Roles. For the personal data of tenants, landlords, contractors and your staff that we process to provide the Service, you are the controller and we are your processor. We are also a controller in our own right for: your account, billing and contact records; our security and operational logs and product-usage records; and our own marketing to agencies.

9.2 DPA. Our processing for you is governed by the Data Processing Agreement, which you sign or accept before we handle any tenant data. It forms part of these terms. It sets out what we process, for what purpose and for how long, our security measures, how we help with data subject requests, how we report breaches, and what happens to the data when you leave. The DPA refers to these terms and your Order Form together as "the Agreement".

9.3 Sub-processors. You authorise us to use the sub-processors in the Schedule to these terms (the same list is attached to the DPA), as updated under clause 9.4.

9.4 We will give you at least 30 days' notice by email before adding or replacing a sub-processor that handles Agency Data. If you object on reasonable data protection grounds and we cannot resolve it, you may end these terms without penalty, as the DPA says.

9.5 Transfers outside the UK. Some sub-processors process data in the United States. We rely on the safeguards each provider names in its terms (for example the UK Extension to the EU–US Data Privacy Framework, or Standard Contractual Clauses with the UK Addendum). The DPA has the details.

9.6 Your responsibilities. You are responsible for the lawful basis for the processing you instruct (including any condition for health information that tenants mention in their reports), for your privacy notices, and for answering requests from the people whose data it is. We will help as the DPA sets out.

10. Confidentiality

10.1 Each of us will keep the other's confidential information confidential, and use it only to perform or receive the Service under these terms. Confidential information includes Agency Data, our pricing that is not public, and anything marked confidential or obviously confidential.

10.2 This does not apply to information that is or becomes public without anyone breaking this clause, that the receiving party already had or develops on its own, or that it lawfully gets from someone else without a duty of confidence.

10.3 Either of us may disclose confidential information to its staff, advisers and providers who need it and are bound by confidentiality, or where the law, a court or a regulator requires it. Where allowed, the party disclosing will warn the other first.

10.4 This clause lasts for five years after these terms end, and for Agency Data, for as long as we hold it.

11. Fees and billing

11.1 Price. Unless your Order Form says otherwise, the Fees are:

• (a) Repairs desk: £1.50 per Unit per month;
• (b) Certificates desk (safety certificates and other compliance dates): £1.00 per Unit per month on its own, or £0.50 per Unit per month when you also take the Repairs desk;
• (c) Minimum: whichever desks you take, your monthly charge is never less than £45 (the Repairs desk price for 30 Units).

Team seats and landlord portals are included. Some segments (for example HMO and student lets priced per room, or block management priced per flat) have different units, prices and minimums. Your price page or Order Form will show which applies to you.

11.2 VAT. Voxa MTD Limited is not currently registered for VAT, so no VAT is added to our prices. If we become VAT-registered, VAT will be added to our prices from the date registration takes effect, and we will tell you at least 30 days before. Prices in an Order Form are exclusive of VAT unless the form says otherwise.

11.3 How Units are counted. We count your live Units every day. Archived Units are not counted. Your billed quantity is the larger of the Units counted and your minimum. If your Unit count changes during a month, our payment provider may adjust your next invoice pro rata for the change.

11.4 Billing. Fees are billed monthly in advance, from Billing Start, by card or direct debit through our payment provider, Stripe. Where we agree to invoice you instead (for example during a pilot, or for agencies in Ireland), invoices are payable within 14 days.

11.5 Late payment. If a payment fails or an invoice is overdue, we will tell you. If it is still unpaid 14 days after we tell you, we may restrict your account to read-only until it is paid, so that your Users can still see and export your data. We will not delete Agency Data because of late payment without first giving you a chance to export it under clause 17. We may charge interest on overdue sums at the statutory rate under the Late Payment of Commercial Debts (Interest) Act 1998.

11.6 Price changes. We may change our prices by giving you at least 30 days' notice by email. The new price applies from your first billing date after the notice ends. If you do not accept it, you may cancel before then and you will not pay the new price. Prices agreed in an Order Form for a fixed period do not change during that period.

11.7 Refunds. Fees are not refundable, except where these terms say otherwise or the law requires.

12. Setup period and free pilots

12.1 Setup period. When you set up your agency, you get a 30-day setup period. No card is needed and nothing is charged. You can import your portfolio, add your contractors and invite your team before billing starts.

12.2 If billing has not started by the end of the setup period, from the day after the period ends your team can still see everything but cannot change anything. The account owner can still manage billing and the team, record rent and handle repair reports. Your data is not deleted because the setup period ended.

12.3 Free pilots. If we agree a free pilot with you in an Order Form, these terms apply to the pilot as well, except that no Fees are payable for the pilot period. At the end of the pilot, the Service either moves to paid billing (as the Order Form says) or ends under clause 17.

12.4 During a setup period or free pilot, the Service is given as-is and clause 13 does not apply. Clause 15.2 (things we never limit) still applies in full, and our total liability is limited as clause 15.4 says.

13. Service levels and support

13.1 We will use reasonable care and skill in providing the Service and will use reasonable endeavours to keep it available and working. We do not promise that it will be available all the time, free of errors, or uninterrupted.

13.2 The Service depends on providers outside our control, including mobile networks, WhatsApp, Twilio, email providers and AI providers. Their outages, delays or changes can stop messages or calls getting through. Where we can, we will fall back to another channel or alert your staff.

13.3 We will try to give advance notice of planned maintenance that we expect to cause noticeable downtime, and to schedule it out of normal working hours.

13.4 Support is by email at hello@voxamtd.com during UK working hours (Monday to Friday, 9am to 5pm, except bank holidays). We aim to reply within one working day. This is a target, not a guarantee.

13.5 Security incidents. If we become aware of a personal data breach affecting Agency Data, we will tell you as the DPA says (currently within 48 hours after we become aware of it).

14. Indemnities

14.1 You will indemnify us against losses, costs and reasonable legal fees arising from a third-party claim that results from: (a) Agency Data you gave us without a lawful right to do so, or (b) your breach of clause 7 (acceptable use).

14.2 We will indemnify you against losses, costs and reasonable legal fees arising from a third-party claim that your authorised use of the Service, under these terms, infringes that third party's UK intellectual property rights. This does not apply where the claim results from Agency Data, your changes, a combination with something we did not supply, or use against these terms. If such a claim is made, we may change the Service so it does not infringe, get you a right to keep using it, or end these terms and refund any Fees paid in advance for the period after the end.

14.3 To claim under an indemnity, the party claiming must tell the other promptly, let it control the defence and any settlement, give reasonable help at the other's cost, and not admit liability without its agreement.

14.4 The indemnities count towards the caps in clause 15.

15. Liability

15.1 Please read this clause carefully. It limits what either of us can claim from the other.

15.2 What we never limit. Nothing in these terms limits or excludes liability for: (a) death or personal injury caused by negligence; (b) fraud or fraudulent misrepresentation; or (c) anything else that cannot lawfully be limited or excluded.

15.3 Losses neither of us is liable for. Subject to clause 15.2, neither of us is liable to the other for: loss of profits, revenue, business or goodwill; loss of anticipated savings; or any indirect or consequential loss. This applies however the loss arises.

15.4 Overall cap. Subject to clause 15.2, each party's total liability under or in connection with these terms, in any 12-month period, is limited to the greater of (a) the Fees paid and payable by you in the 12 months before the event giving rise to the claim and (b) £5,000. This cap applies to all claims in that period together, not to each claim. It does not limit your obligation to pay Fees (clause 15.8).

15.5 Data protection. For claims arising from a breach of the DPA or of data protection law, the cap in clause 15.4 is three times that amount. This clause does not affect any individual's right to compensation under Article 82 of the UK GDPR, or either party's liability to the Information Commissioner.

15.6 Things we are not responsible for. Subject to clause 15.2, and to the extent not caused by our breach of these terms or our negligence, we are not liable for loss caused by:

• (a) your decisions, or your failure to act, on a repair, a hazard, a certificate, a notice or a payment, including where you relied on an AI rating, a suggestion or a reminder;
• (b) the work, conduct, charges or insurance of contractors, landlords or anyone else you deal with;
• (c) inaccurate, incomplete or out-of-date data you or your Users gave us, including on-call contacts;
• (d) a failure or delay of a third-party network or provider outside our reasonable control (see clause 13.2) or of any system you connected;
• (e) fines, penalties or enforcement action against you.

15.7 Your data. We keep daily backups (currently held for 7 days). You should export your data regularly under clause 17.1. Our liability for loss or corruption of Agency Data is limited to using reasonable efforts to restore it from our most recent backup. This clause does not limit our obligations under the DPA.

15.8 Fees you owe. Clause 15 does not limit your obligation to pay the Fees.

15.9 Time limit. Neither party may bring a claim more than two years after it became aware, or ought reasonably to have become aware, of the facts giving rise to it. This does not apply to the liabilities in clause 15.2.

16. Term and termination

16.1 Term. These terms start when you accept them and continue month to month until either of us ends them. If an Order Form sets a fixed period (for example an annual commitment), that period applies to it.

16.2 Ending by you. You may cancel at any time from your billing page or by emailing hello@voxamtd.com. Cancellation takes effect at the end of your current paid month. We do not refund part-months, except under clause 3.4.

16.3 Ending by us. We may end these terms by giving you at least 30 days' notice by email.

16.4 Ending straight away. Either of us may end these terms immediately by written notice if the other: (a) seriously breaches them and, where the breach can be fixed, does not fix it within 14 days of being asked; or (b) becomes insolvent, enters administration or liquidation (other than a solvent reorganisation), or stops trading.

16.5 Non-payment. We may end these terms by notice if Fees remain unpaid 30 days after we told you they were overdue.

17. Your data when you leave

17.1 Export. While these terms are in force, you can export your data using the export tools in Voxa Estate (for example CSV or Excel files, the original files, and record PDFs).

17.2 After the end. For 30 days after these terms end your account stays read-only so you can export. We then return or delete Agency Data as the DPA says (within 30 days of your instruction, or within 60 days of the end if you give none), and confirm deletion in writing on request.

17.3 What cannot be deleted. Entries in the job and compliance record are hash-chained and externally timestamped, and cannot be altered by design. Where deletion is required, we restrict them instead, as the DPA describes. Copies in routine backups roll off in the normal cycle (currently 7 days). We may keep data the law requires us to keep (for example our own billing records).

17.4 What survives. Clauses 8, 9 (for as long as we hold Agency Data), 10, 11 (for Fees already due), 14, 15, 17, 18 and 20 continue after these terms end.

18. Changes to these terms

18.1 We may update these terms. We will email the Agency's account owner at least 30 days before a change that materially affects you takes effect. Changes needed to comply with the law, or to deal with security, may take effect sooner if we have to.

18.2 If you do not agree with a change, you may cancel before it takes effect and the old terms will apply until the end of your paid month. If you keep using the Service after the change takes effect, the new terms apply.

18.3 We will keep the version number and date at the top of these terms, and earlier versions on request.

19. Events outside our control

Neither of us is responsible for a delay or failure caused by events outside its reasonable control, such as the failure of a network, telecoms or cloud provider, a power cut, fire, flood, war, pandemic, government action or industrial action that does not involve our own staff. This clause does not excuse your obligation to pay Fees. If an event like this stops the Service for more than 30 days in a row, either of us may end these terms by notice.

20. General

20.1 Notices. We send notices by email to the account owner's email address. You send notices to hello@voxamtd.com. A notice by email is received when sent, unless the sender gets a bounce message.

20.2 Transfer. You may not transfer these terms without our written agreement. We may transfer them to a company that takes over our business or the Service, and will tell you if we do.

20.3 Subcontractors. We may use subcontractors and providers to deliver the Service. We stay responsible for them under these terms. Sub-processors of personal data are dealt with in the DPA.

20.4 Whole agreement. These terms, the DPA and any Order Form are the whole agreement between us about the Service. They replace earlier discussions. Neither of us has relied on anything not written in them. Nothing in this clause limits liability for fraud.

20.5 No waiver. If either of us delays in enforcing a right, that does not mean the right is given up.

20.6 Severance. If a court finds part of these terms cannot be enforced, the rest continues to apply.

20.7 No partnership. Nothing in these terms makes either of us the other's partner, employee or agent. Neither of us may bind the other except as these terms allow (for example clause 5.5 on messages sent in your name).

20.8 Third parties. Only you and we can enforce these terms. Nobody else (including your landlords, tenants or contractors) has any right to enforce them.

20.9 Complaints. If you are unhappy with the Service, email hello@voxamtd.com. We aim to acknowledge complaints within 5 working days and give a final answer within 15 working days where we can.

20.10 Law and courts. These terms, and any dispute about them (including non-contractual disputes), are governed by the law of England and Wales. The courts of England and Wales have exclusive jurisdiction. If you are established in the Republic of Ireland, the DPA also applies as a contract under Article 28 of the EU GDPR, and transfers of personal data to us rely on the European Commission's adequacy decision for the United Kingdom.

Schedule. Sub-processors (as at 18 October 2026)

• Supabase: Database, file storage and back-end functions. Where: EU (Paris).
• Twilio Inc.: WhatsApp and SMS messages, phone numbers and call connection. Twilio is also an independent controller of some message data for its own security, fraud-prevention and legal purposes. Where: United States.
• Meta (WhatsApp), reached through Twilio: Carries WhatsApp messages. Where: United States / EEA.
• Anthropic: AI that reads and sorts repair reports and drafts replies. Where: United States.
• OpenAI: AI voice on phone calls. Where: United States.
• Fly.io: Carries call audio between the phone network and OpenAI; stores no audio. Where: London (US company).
• ElevenLabs: Speech-to-text and AI voice on lines not yet moved to OpenAI (being replaced). Where: United States.
• Resend: Sends and receives email. Where: Ireland (sending); United States (account data and logs).
• PostHog: Product-usage events for agency staff; no tenant message content. Where: EU (Frankfurt).
• Vercel: Hosts the website and app; page-view counts. Where: Global edge; United States.
• Google Workspace: Our email, for correspondence that reaches us. Where: Google data centres (global).

We also use Google Maps Platform to find local contractors and show maps. It receives a trade and an area, or a property address for a map, never a tenant's name or message, and acts under Google's own controller terms, so it is not our sub-processor.