Terms of Service

Last updated: 17 September 2026, Version 1.8

These terms are a contract between you and Tenant Rank Ltd, a company registered in England and Wales (company number 17360046), registered office 6, 230, The Hey Sanderstead Road, South Croydon, CR2 0AJ: "we", "us". We trade as Tenavia; the service was previously called Tenant Rank, and the company name is unchanged. By creating an account, subscribing, or submitting an application, you agree to them.

Questions: contact@tenavia.co.uk

1. What Tenavia is, and is not

Tenavia is a tenant screening service. A landlord or letting agent creates a listing; applicants complete a form and upload documents; an automated system verifies the documents and produces a score and ranking; the landlord receives a shortlist with the reasoning behind every score.

Be clear about the boundaries:

• We are a decision aid, not a decision maker. The choice of tenant is the landlord's alone. We rank and explain; we never accept or reject anyone.
• We are not a credit reference agency. Our score is not a credit score and is not built from credit data. A credit check is available as a paid extra (section 4): that search is carried out by a credit referencing company with the applicant’s consent, and its result is shown beside our score, never blended into it.
• We do not give legal, financial or letting advice. A score is an assessment of documents against stated requirements, nothing more.
• We do not guarantee tenancy outcomes. A high-scoring applicant can still be a bad tenant, and a low-scoring one a good one. Scores measure documented affordability and consistency, not character.

Our Privacy Policy explains what data we handle and why. It forms part of these terms.

2. Landlord accounts

To create a listing you need an account. You must:

• give accurate details, including a mobile number you control (we verify it);
• keep your sign-in credentials to yourself: activity on your account is your responsibility;
• be at least 18, and legally entitled to let the property you list.

We may suspend or close accounts used in breach of these terms (section 9).

3. Fees, subscriptions and refunds

Subscriptions. Above the free plan (below), the service is sold as a monthly subscription to landlords and letting agents. The price depends on how many properties you manage with us at one time, and nothing else:

Every paid plan includes the same features. There is no per-listing charge and no per-applicant charge.

The free plan. A landlord account can hold one property on the free plan for as long as you like. It begins when you publish your first property and includes everything the service does for that property, with two limits: up to 3 screened applicants in any rolling twelve months, and no printable evidence exports, which need a paid plan. No payment details are taken, nothing converts into a paid plan automatically, and there is no end date. When the applicant limit is reached, the property's apply link stops taking new applications until the twelve months roll on or you move to a paid plan; applicants already received stay on the listing with their scores. The free plan is one per landlord: it is not multiplied by closing an account, archiving a property or creating a new listing, and we may ask a landlord holding more than one free account to merge them. We may change the free plan's limits, or withdraw it, for new accounts at any time, and for existing accounts on 30 days' notice by email; a change never deletes anything you have already recorded, and if the free plan is withdrawn your account becomes read-only in the way described under "Cancelling" until you subscribe. Accounts that began on the 60-day free trial offered before 17 September 2026 were moved onto the free plan on these terms.

How the property limit works. Your plan's limit is a live count of the properties on your account, not a monthly allowance. Nothing resets at the start of a billing month and there is nothing to roll over. Archiving a property releases its place against the limit straight away; a property stays counted until you archive it.

Listings. Creating a listing is included in your subscription. A listing's apply link stays open for 90 days, or until it has received 100 completed applications, whichever comes first. You can reopen a closed listing at any time for another 90 days and a fresh applicant allowance; applicants who already applied stay on the listing with their scores. Reopening does not let you change the property address: a different property needs its own listing, and counts towards your plan's limit accordingly. The property itself remains on your account, and counts towards that limit, until you archive it.

Changing plan. You can move to a larger or smaller plan at any time. Stripe invoices the difference immediately, adjusted for the time left in your billing period. You cannot move to a plan whose limit is below the number of properties you already have on the account; archive properties first. Plan changes are limited to one a day.

Cancelling. You can cancel at any time. Cancellation takes effect at the end of the current billing period, and paid-for time is not refunded pro rata.

Credit checks. You may add a credit check to any screened applicant for a one-off fee of £12 per check, paid at the time you ask for it. The check is carried out by Vorensys Ltd using Equifax data, only with the applicant's consent given on Vorensys's own form, and is a soft search. The result is shown beside the applicant's score as a separate piece of evidence: it is not part of the score and it is not a decision. The fee is not refundable once the applicant has been sent the form, whether or not they complete it; if we are unable to start the check at all, we refund it automatically, and if something goes wrong on our side, tell us and we will put it right or refund you. A check may be repeated on the same applicant after 90 days. Credit checks are available on the free plan.

Applicants pay nothing. Applying and being screened is free for applicants, and we do not charge tenants a fee of any kind, including for a credit check a landlord asks for.

Payment is handled by Stripe. We never see or store card details.

Refunds. By subscribing you ask us to make the service available to you immediately, and you accept that screening begins as soon as an applicant submits documents. If you are a consumer, you keep the statutory 14-day right to cancel; where you cancel within that period we refund what you have paid less a proportionate charge for the service already supplied, which includes any screening already carried out for you. If something goes wrong on our side (a screening that never ran, a technical failure that stopped applications being received) tell us and we will put it right or refund you. Nothing in these terms affects your statutory rights.

Prices may change. A change never affects a billing period already paid for, and subscribers get at least 30 days' notice before a new price applies.

4. Landlord obligations

You agree that you will:

• Make your own decision, lawfully. The shortlist is input to your decision, not a substitute for it. You are responsible for complying with the law that governs letting, including the Equality Act 2010 and the Renters' Rights Act, including its prohibition on rental bidding and on blanket bans against tenants with children or those receiving benefits.
• Not misuse scores. Scores rank documented affordability and consistency. Using them as a pretext for unlawful discrimination is a breach of these terms as well as the law.
• Carry out your own right to rent checks where they apply. We collect evidence to help; the legal duty under the Immigration Act 2014 is yours and does not transfer to us.
• Treat applicant data as confidential. What you receive through the dashboard is for deciding on your tenancy and nothing else. You become an independent data controller for it, and you must handle it in line with UK GDPR. Do not share it, keep it longer than you need it, or use it for any other purpose.
• List honestly. Real properties, real terms, accurate rent.

5. Applicant terms

Applying through Tenavia is free for applicants. By submitting an application you confirm that:

• the information you give is true, and the documents you upload are genuine, unaltered, and yours;
• you are at least 18;
• if you name a co-applicant, you have their agreement to share their name and email address with us.

Submitting forged or altered documents is fraud. We may reject such applications, close them without notice, and where the law requires or permits it, inform the landlord.

Your score is produced automatically and shown to the landlord, not to you. You have the right to ask for human review of it: section 7 of the Privacy Policy explains how. The landlord's decision, including any decision not to proceed, is theirs; we cannot overturn it.

A landlord may ask for a credit check on you. It runs only if you complete the checking company's form and consent there; you may decline, in which case the landlord is told the check could not be completed and nothing more. Section 4 of the Privacy Policy sets out exactly what is sent and what comes back.

6. Acceptable use

You must not:

• use the service for any unlawful purpose;
• probe, overload, or interfere with the service, or attempt to access data that is not yours;
• scrape, resell, or systematically extract data from the service;
• reverse engineer the scoring system for the purpose of gaming it;
• impersonate another person, or apply on someone else's behalf without authority.

7. Scores, accuracy and availability

The scoring system reads documents automatically. It is careful (every figure it relies on is recorded, and every warning states its reason), but automated document reading is not infallible, and the documents themselves come from applicants, not from us. We do not warrant that every extracted figure or every score is accurate. Landlords should review the reasoning we provide, and applicants can request correction of genuine errors (Privacy Policy, section 7).

We aim to keep the service available but do not guarantee uninterrupted operation. Scoring normally completes within minutes but may take longer.

8. Liability

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot lawfully be excluded.

Subject to that:

• We are not liable for the landlord's decision, for the conduct of any tenancy, or for any loss arising from a decision to offer or not offer a tenancy.
• We are not liable for losses caused by false information or forged documents supplied by an applicant.
• We are not liable for indirect or consequential loss, loss of profit, or loss of opportunity.
• Our total liability to a landlord in any 12-month period is capped at the fees that landlord paid us in that period. Our total liability to an applicant, for whom the service is free, is capped at £100.

If you use Tenavia as a consumer, nothing in this section affects your statutory rights.

9. Suspension and termination

We may suspend or terminate access to the service where these terms are breached: fraudulent documents, fake listings, misuse of applicant data, unlawful discrimination, or interference with the service. Where the breach is serious, we may do so without notice. Subscription fees already paid are not refunded on termination for breach.

You may close your account at any time. Closure does not affect data retention, which follows the schedule in the Privacy Policy.

10. Intellectual property

The service, its software, scoring methodology, branding and content belong to us or our licensors. You get the right to use the service under these terms, nothing more. Content you submit stays yours; you grant us the licence needed to operate the service on it: to store it, process it, and show the results to the landlord you applied to.

11. Changes

We may update the service and these terms. Material changes to the terms will be notified by email or in the service at least 30 days before they take effect; continuing to use the service after that means you accept them. The terms that apply to a billing period are the ones in force when it was paid for.

12. General

• These terms and the Privacy Policy are the whole agreement between us about the service.
• If a court finds part of these terms unenforceable, the rest still stands.
• We may assign these terms as part of a sale or reorganisation of the business; you may not assign them without our consent.
• No one other than you and us has rights under these terms (Contracts (Rights of Third Parties) Act 1999).

13. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction: save that if you use the service as a consumer and live in Scotland or Northern Ireland, you may also bring proceedings at home, and you keep any protections of your local consumer law that cannot be contracted away.