Terms of Service.

01About these terms§ about

These terms are issued by OPNDOOR SERVICES LTD, a company registered in England and Wales with company number 16483111, whose registered office is at 128 City Road, London, EC1V 2NX (referred to in this document as opndoor, we, us and our).

The terms have two parts:

• Part A — Website Terms of Use. Sections 03 to 05 below. These apply to anyone who visits opndoor.co.
• Part B — Service Terms. Sections 06 to 14 below. These apply where you apply for, or are issued, an opndoor guarantor.

The general provisions in section 16 apply to both parts.

02Defined terms§ defs

The following words have specific meanings in these terms:

• Applicant — a tenant who applies for opndoor cover.
• Approved Tenant — an Applicant whose application has been approved and for whom a Certificate has been issued.
• Certificate — the document we issue at approval, which sets out the Cover Term, the Cover Limit, the property, the rent and any conditions.
• Cover — the contractual professional guarantor cover opndoor provides to the landlord or operator named on the Certificate, on the terms set out in this Part B.
• Cover Limit — the maximum aggregate amount opndoor will pay under the guarantor cover in respect of a single Approved Tenant for a single Tenancy.
• Cover Term — the period for which Cover is in force, normally twelve consecutive months from the start of the Tenancy unless the Certificate says otherwise.
• Guarantor Fee — the one-off fee an Applicant pays on approval, equal to one month of rent on the Tenancy.
• Partner — a letting agent, BTR operator, PBSA team or introducer that refers Applicants to opndoor under a separate written agreement.
• Tenancy — the residential tenancy named on the Certificate.

03Use of the website§ site-use

Access

opndoor.co is provided free of charge for general information about our service, our editorial and our hiring. You may access and use it from a personal device for lawful, non-commercial purposes, and from a corporate device on behalf of an organisation that has its own agreement with us.

Acceptable use

You must not use the website to do anything unlawful, fraudulent or malicious. In particular you must not:

• scrape, copy or reproduce any part of the site, other than ordinary browsing and the limited copying needed to display pages, except with our prior written consent;
• attempt to interfere with the operation of the site, its underlying systems or another user's use of it;
• introduce viruses, trojans, worms, logic bombs or other material that is malicious or technologically harmful;
• use the site to transmit unsolicited communications, or to harvest personal data; or
• use the site to misrepresent your relationship with opndoor or with any Partner.

Accounts

If we issue you an account on a logged-in surface — for example a Partner portal — you are responsible for keeping the credentials secure, and for everything done under the account until you tell us the credentials should be revoked. Tell us straight away at security@opndoor.co if you suspect unauthorised access.

04Intellectual property§ ip

The opndoor name, logo, wordmark, the word combinations used in our editorial codes (for example OPN-IX-001), the layout and look of the site, its source code, its imagery and its written content are owned by us or are licensed to us. All rights are reserved.

Linking to the site is welcome, provided the link is not misleading and does not present opndoor as endorsing material we have not endorsed. Embedding the site inside another site, framing it, or building a derivative product from it is not permitted without a written agreement.

05Website disclaimers & liability§ site-liability

The site is provided on an "as is" and "as available" basis. We work to keep the content accurate and up to date, but the site is not a substitute for legal, regulatory, financial or professional advice. The editorial we publish in Insights is general commentary on the UK rental market and is not advice on a particular case.

Subject to section 13, our liability for use of the website itself is limited to the maximum extent permitted by law. Nothing in these terms limits or excludes any liability that cannot lawfully be limited or excluded, including liability for death or personal injury caused by negligence, or for fraud.

06The opndoor guarantor service§ service

opndoor is the named professional guarantor on the Tenancy. We are a UK services company; we are not an insurer, we are not regulated by the Financial Conduct Authority, and we do not sell insurance to you. The contract you enter with us is a consumer services contract for the provision of guarantor cover. opndoor maintains its own indemnity arrangements with a third-party insurer to support the cover commitments it makes; you are not a party to and have no rights under those arrangements. opndoor provides a professional rent-guarantor service for residential tenancies in the United Kingdom. On approval, we issue a Certificate that sits alongside your tenancy. If you fail to pay rent during the Cover Term, the landlord or operator may claim under the Policy up to the Cover Limit, and the Insurer pays. We then pursue you for the amount paid out, in the same way any guarantor would.

07Eligibility & documentation§ eligibility

To apply you must be at least 18, have the right to rent in the UK and be applying for a residential Tenancy that is in scope of our published eligibility framework. We may decline an application that falls outside our framework, or where we cannot reasonably verify the documentation, and we do not have to give a reason beyond what the law requires us to give.

You agree that the information and documents you submit are accurate, complete and your own to share. You authorise us to verify them with the suppliers and sources described in our Privacy Policy. Submitting false, altered or another person's documentation may amount to fraud and we will report it to the relevant authorities and to fraud-prevention agencies.

08Fees & refunds§ fees

The fees for the guarantor service are:

• Eligibility fee — £20, charged at application. The eligibility fee covers identity, credit and affordability checks, and is non-refundable, including where the application is declined or withdrawn.
• Guarantor Fee — one month of rent on the Tenancy, charged on approval and before the Certificate is issued. The Guarantor Fee covers the entire Cover Term and is not pro-rated.

Fees are stated inclusive of any taxes that apply. We accept payment in pounds sterling by the methods shown at checkout. Where a Partner has agreed a different fee structure with us, the Certificate will set out the fee that applies to that Tenancy.

Refunds of the Guarantor Fee are limited to the cancellation right at section 12. We are not obliged to refund any element of a fee where Cover has incepted, except in the circumstances described in those sections.

09Issuing & running cover§ cover

Cover incepts on the start date of the Tenancy and runs for the Cover Term shown on the Certificate. While Cover is in force you agree to:

• pay the rent due under the Tenancy on time and in full;
• tell us, by email or through the in-product channel, of any change to your address, contact details, employer, income or other matter that materially affects the file we hold on you;
• tell us within seven days if any of the documents you gave us at application become inaccurate or out of date during the Cover Term;
• cooperate with our reasonable requests for information during the Cover Term, including in the event of an arrears or claim event; and
• not assign your interest in the Certificate to anyone else.

The Certificate provided at approval is part of these terms.

10Claims & recoveries§ claims

If you fall into arrears, the landlord or operator may make a demand on opndoor under the guarantor cover. We assess the demand against the Certificate and these terms, and we will normally:

1. contact you to discuss the position and to put a payment plan in place where one is realistic;
2. pay the landlord or operator if the demand is valid and within the Cover Limit; and
3. pursue you for the amount paid out, plus reasonable recovery costs.

Engaging with us at the first sign of difficulty produces better outcomes for everyone, and we will treat your circumstances proportionately and fairly. Where we agree a payment plan, we will confirm it in writing and we will hold off enforcement steps for as long as the plan is being met.

12Cancellation rights§ cancellation

13Service liability§ liability

Nothing in these terms excludes or limits any liability that cannot lawfully be excluded or limited, including liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or any other liability we cannot limit under the Consumer Rights Act 2015.

Subject to that paragraph, our total liability to you in connection with the guarantor service for any one Cover Term is limited to the greater of (a) twice the Guarantor Fee paid for that Cover Term and (b) £500. We are not liable for indirect, consequential or special losses, or for loss of profit, loss of opportunity, loss of goodwill or loss of anticipated savings, in each case to the extent the law allows that exclusion.

We are not liable for the acts or omissions of any landlord, letting agent, BTR operator, PBSA team or Partner in their capacity as a separate counterparty.

14Complaints§ complaints

If something goes wrong, please tell us at complaints@opndoor.co. We acknowledge complaints within five working days and we aim to resolve them within eight weeks. We will write to you with a final response, or with an explanation of why we have not been able to resolve the matter within that period.

If you remain unhappy with our final response, you retain your usual consumer rights, including the right to take the matter to the courts of England and Wales (or, where applicable, the courts of the part of the UK in which you live), and your right to seek free advice from a consumer body such as Citizens Advice.

15Changes to these terms§ changes

We may change these terms from time to time. For website terms (Part A), the latest version applies on each visit. For service terms (Part B), the version in force on the date of your application applies to that application and to the resulting Cover Term. We will not change the terms of an in-force Cover except where the law or your express agreement permits the change, and we will give you at least 30 days' notice where we do.

16General provisions§ general

Governing law & forum

These terms and any dispute arising out of or in connection with them, whether contractual or not, are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that, if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the UK where you live.

Third-party rights

A person who is not a party to these terms has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of them.

Assignment

You may not assign or transfer your rights or obligations under these terms. We may assign or transfer our rights and obligations to a successor or acquirer of our business, on terms that protect your position.

Severability

If any provision of these terms is held to be unlawful or unenforceable, the rest of the terms remain in force and the unenforceable provision is modified to the minimum extent needed to make it enforceable.

Force majeure

Neither party is in breach of these terms because of an event beyond its reasonable control, including lawful regulatory action, internet failures and system outages, provided the affected party takes reasonable steps to mitigate the impact and to resume performance.

Entire agreement

These terms, together with the Certificate, our Privacy Policy and our Cookies Notice, are the entire agreement between you and us in relation to their subject matter.

17How to contact us§ contact

For service questions: hello@opndoor.co. For complaints: complaints@opndoor.co. For data protection: privacy@opndoor.co. For security: security@opndoor.co. By post: OPNDOOR SERVICES LTD, 128 City Road, London, EC1V 2NX.