Terms of Service

Last updated: 16 September 2026

Latch is a product of Mumford Technology LTD ("Latch", "we", "us" or "our"). These terms set out, in plain English, the basis on which we provide Latch — our web portal, mobile app, and the connections we offer to third-party AI assistants — and what we ask of the people who use it.

Latch is used by property operators (the businesses that subscribe to it), by the staff they give a login to, and by their residents through the mobile app. By using Latch you agree to these terms. If you use Latch on behalf of an operator, you confirm that you have authority to accept these terms for that organisation, and "you" or "your organisation" means the operator unless we say otherwise. If your organisation has a separate written agreement with us, that agreement takes precedence where the two overlap.

Who we are

Latch is a trading name of Mumford Technology LTD, a company registered in England and Wales (company number 11034245), registered office 7 Bell Yard, London, WC2A 2JR.

Your account

• Latch is invitation-only. You have a login because an operator has set one up for you, or because you are that operator.
• Keep your login details secure and don't share them. If you think an account has been compromised, tell us straight away through our support page.
• You're responsible for everything done through your account, and operators are responsible for the accounts of the people they invite.
• We may suspend an account if we reasonably believe it's being misused or presents a security risk.

Using Latch

We give you a non-exclusive, non-transferable right to use Latch for your organisation's own property-management purposes during your subscription. You agree not to:

• use Latch for anything unlawful, or in a way that breaches the rights of residents or anyone else;
• try to access accounts, data or systems you're not authorised to access;
• copy, resell, sub-license, reverse-engineer or build a competing product from Latch;
• upload malicious code, interfere with Latch's security or performance, or use it to send spam.

Operators are responsible for making sure the information they put into Latch — about residents, tenancies, payments and contacts — is accurate and collected lawfully, and for complying with the laws that apply to letting property. Latch helps you keep track of these things; it doesn't replace your own legal obligations or professional judgement.

Fees for operators are as agreed with your organisation in writing. Residents are never charged by us for using the app.

Your data

• You own your data. Everything an operator and its residents put into Latch stays theirs. We don't sell it, and we only use it to provide, secure and improve Latch.
• Operators are the data controller for the personal information they put into Latch about their residents and contacts; Latch processes it on their instructions as a data processor. Our Privacy Policy explains what we collect, why, and how long we keep it.
• We take reasonable technical and organisational measures to keep your data secure.
• When your subscription ends, we delete your data in line with our Privacy Policy, except where we're required to keep it by law.

Connecting an AI assistant

Latch lets staff and concierge users connect a third-party AI assistant — such as ChatGPT, Claude or Microsoft Copilot — so it can look up information in Latch on their behalf. This is optional, and a few things are worth knowing:

• It works as you. The assistant can only see what your Latch login can see, and only for the organisations you belong to. It can't do anything you couldn't do yourself.
• Data goes to the assistant only when you ask. Latch sends information to your assistant only in response to a request you make through it. What that assistant then does with the information is governed by your agreement with its provider, not by us. Check your provider's terms — particularly around data retention and training — before connecting.
• Assistants can get things wrong. AI tools can misread, summarise badly or make things up. Anything an assistant tells you about your properties, residents or finances should be checked in Latch before you act on it. We're not responsible for decisions taken on the basis of an assistant's output.
• You can disconnect at any time. Revoke access from Settings → Connected apps in the portal, and the assistant loses access from its next request.
• Assistant connections are for operator staff only. They're not available to residents.

Our liability

Latch is provided "as is". We don't guarantee that it will be uninterrupted or error-free, or that it will meet every requirement your organisation has. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that can't be limited by law. Subject to that:

• we're not liable for any indirect or consequential loss, or for loss of profit, revenue, business, goodwill or data;
• we're not liable for losses arising from inaccurate or unlawful information put into Latch by an operator or its users, from a third-party service or AI assistant, or from a failure to keep a login secure;
• our total liability to your organisation in any 12-month period is limited to the fees your organisation paid us for Latch in the 12 months before the claim arose.

Suspension and termination

• We may suspend or end access if these terms are seriously or persistently breached, if fees are overdue, or if we're required to by law.
• Operators can remove staff and resident accounts at any time from within Latch.
• When a subscription ends, access stops and the data section above applies.

Changes

Latch is a living product, and we'll add, change and occasionally remove features. We may also update these terms; when we make a material change we'll let operators know, and continuing to use Latch after that means you accept the updated terms. The "Last updated" date at the top of this page tells you when they last changed.

Residents

If you use the Latch app as a resident, you're using it because your property operator has chosen Latch to manage your tenancy. You don't pay us anything, and nothing in these terms takes away the legal rights you have as a consumer or as a tenant. Your relationship with your operator — your tenancy, your rent, and your data — is governed by your agreement with them and their own privacy notice. If something in the app isn't working, contact your operator first, or reach us through our support page. To delete your account, see our account deletion page.

General

• Latch — the software, its design, branding and documentation — belongs to Mumford Technology LTD or its licensors. These terms don't transfer any of it to you.
• These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction — though we'd much rather resolve any issue by talking to you first.
• If any part of these terms is found to be unenforceable, the rest still applies.
• You may not transfer your rights under these terms without our written consent. We may transfer ours to a successor of our business.
• These terms, our Privacy Policy, and any written agreement with your organisation are the whole agreement between us about Latch.