Legal & policies

Last updated: 5 July 2026

Terms of service

TenancyTemplates.co.uk ("we", "us") provides a document preparation service for residential landlords in England. We prepare tenancy documents from the answers you provide, using professionally drafted template wording kept aligned with the Renters' Rights Act 2025 and related legislation.

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1. The service

What we do. We merge your answers into professionally drafted templates and deliver personalised documents in PDF and Word format. Your pack is generated immediately after payment and made available for download on the confirmation page.
What we are not. We are not a law firm, we do not provide legal advice, and no solicitor-client relationship is created. For advice on your specific circumstances, consult a solicitor. Documents are prepared for residential tenancies in England only and are not suitable for Wales, Scotland or Northern Ireland.
Your responsibility. You are responsible for the accuracy of the information you provide and for checking every name, address, figure and date before signing or serving any document. Where a document is based on a prescribed statutory form (for example Form 4A or Form 3A), you must check the current form on GOV.UK before serving, as directed in the pack.

2. Ordering, price and payment

Prices are shown in pounds sterling, include VAT where applicable, and are confirmed at checkout. Payment is taken by Stripe; we never see or store your card details.
Your contract with us is formed when payment completes. We will supply the document pack described on the product page at the time of purchase.
Printed copies (where ordered) are dispatched by Royal Mail Special Delivery within 48 hours of your order.

3. Digital content and your cancellation rights

Your pack is digital content personalised to your order and supplied immediately after payment. By placing your order you expressly request immediate supply and acknowledge that, once generation begins, you lose the statutory 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
This does not reduce your protection in practice: our own 14-day money-back guarantee is more generous than the statutory position, and nothing in these terms affects your statutory rights under the Consumer Rights Act 2015, including the right to digital content that is as described, fit for purpose and of satisfactory quality.

4. Free updates

If legislation affecting a document you purchased changes within 12 months of purchase, we will supply an updated version free of charge to the email address used at checkout.

5. Licence and intellectual property

One pack, one property. Each pack is licensed for use with a single property and tenancy - the property in your order. Documents edited to reuse for a different property or tenancy fall outside our compliance promise, our free-update service and our 14-day money-back guarantee.
You may not resell, republish or redistribute the templates or documents.

6. Liability

Our total liability in connection with any order is limited to the price paid for that order. We are not liable for losses arising from inaccurate information you provide, from failure to follow the serving instructions in your pack, or from use of documents outside England.
Nothing in these terms excludes or limits liability that cannot be excluded or limited by law, including for death or personal injury caused by negligence or for fraud.

7. General

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.
If any provision is held invalid, the remainder continues in full force.

Refund policy

14-day money-back guarantee. If you are not satisfied with your pack for any reason, email support@tenancytemplates.co.uk within 14 days of purchase with your order email address and we will refund you in full. No forms, no argument.
How refunds are paid. Refunds are made to the original payment method through Stripe, normally within 5 to 10 working days of approval.
Faulty or incorrect documents. If a document we generate contains an error caused by us (rather than by the information entered), we will correct and reissue it free of charge at any time, or refund you in full - your choice. This is in addition to your rights under the Consumer Rights Act 2015.
Printed packs. The £15 print and post fee is refundable if you cancel before dispatch. After dispatch, we refund the document price under the guarantee above but not the delivery fee, unless the printed pack is faulty.
Statutory rights. Nothing in this policy affects your statutory rights.

Complaints procedure

We aim to get every order right first time. If something has gone wrong, this is how we handle it:

Contact us. Email support@tenancytemplates.co.uk with "Complaint" in the subject line, your order email address, and a description of the issue. A real person reads every message.
Acknowledgement. We will acknowledge your complaint within 2 working days.
Investigation and response. We will investigate and send you a full response within 14 days. If we need longer (for example, where a technical investigation is required), we will tell you why and give you a revised date.
Resolution. Where we have got something wrong, we will put it right - typically by correcting and reissuing documents, refunding you, or both.
If you remain unhappy. You may refer the matter to your local Citizens Advice consumer service, and if you paid by card you may also contact your card issuer. Nothing in this procedure prevents you from pursuing any legal remedy available to you.

Privacy policy

This policy explains how we handle your personal data in line with UK GDPR and the Data Protection Act 2018.

What we collect and why

Order details (property, tenancy, landlord and tenant details you enter in the questionnaire) - used solely to prepare and deliver your documents and provide support. Lawful basis: performance of a contract.
Contact details (your name and email) - used for delivery, receipts, support and the free 12-month update service. Lawful basis: performance of a contract and legitimate interests.
Payment data - handled entirely by Stripe. We never see or store your card details.
Usage data - anonymous analytics about how the site is used (see cookies). Lawful basis: legitimate interests.

Who we share data with

Service providers who process data on our behalf: Stripe (payments), Netlify (website hosting and form capture), Zoho Mail (support email), Google (analytics, where enabled), and Royal Mail (printed packs only). We do not sell your data and we do not send marketing emails without your consent.
Tenant details you enter are processed only to generate your documents. You are responsible for having a proper basis to share them with us (preparing a tenancy agreement is a normal part of managing a tenancy).

Retention

Order records are kept for as long as needed to provide the service, honour the 12-month update promise, and meet legal and tax record-keeping obligations (normally 6 years), then deleted.

Your rights

You have the right to access, correct, delete or port your data, and to object to or restrict processing. Email support@tenancytemplates.co.uk and we will respond within one month.
If you are unhappy with how we handle your data, you can complain to the Information Commissioner's Office at ico.org.uk.

Cookie policy

Essential storage. We use your browser's local storage to hold your order answers between the questionnaire and the download page. This is essential to deliver the service, stays on your device, and is not used for tracking.
Analytics. Where Google Analytics is enabled, it sets cookies to help us understand site usage (pages visited, approximate location, device type). This data is aggregated and does not identify you.
Payment. Stripe may set cookies on its checkout pages for security and fraud prevention.
Your choices. You can block or delete cookies in your browser settings at any time; the questionnaire and checkout will still work.

Disclaimer

The content of this website and the documents we prepare are provided for general information and document preparation purposes. They do not constitute legal advice and should not be relied on as such. Tenancy law changes; while we keep our templates aligned with the Renters' Rights Act 2025 and provide free updates for 12 months after purchase, you remain responsible for ensuring documents suit your circumstances before use, and for checking prescribed statutory forms on GOV.UK before serving notices. If in doubt, seek advice from a qualified solicitor.