Acceptable Use Policy
Acceptable Use Policy
Last Updated: 26th June 2026
1.
Introduction
1.1
2.
Scope
2.1
This AUP applies to all use of the Service, including but not limited to:
All communications sent or received through the Service, including email, WhatsApp, SMS and voice channels.
All data, content, and information uploaded to, processed by, or generated through the Service.
All integrations between the Service and third-party property management systems (PMS), CRM platforms or other software.
All actions taken by Felicity, our AI assistant, on your behalf or at your direction.
Use by your employees, contractors, agents, and any other authorised users.
You are responsible for ensuring that all authorised users are aware of and comply with this AUP.
3.
Permitted Use
3.1
The Service is provided solely for the purpose of managing residential lettings, sales, property management and related workflows within the United Kingdom (or such other territories as agreed in writing). Permitted use includes:
Automating tenant, landlord, and contractor communications related to lettings, maintenance, compliance, and general enquiries.
Using Felicity to qualify prospective tenants,buyers, landlords, and sellers.
Using Felicity to schedule viewings, triage maintenance requests, manage statutory compliance workflows (such as gas safety, EICR, EPC and Legionella certificates) and handle move-in/move-out processes.
Integrating the Service with your property management system to synchronise data in accordance with documented integration capabilities.
Reviewing, supervising and overriding Felicity’s actions through the dashboard and human-in-the-loop controls provided.
4.
Prohibited Use
4.1
You must not use, or permit any authorised user to use, the Service in any manner that:
4.1
Unlawful or Harmful Activity
4.1
Violates any applicable law, regulation or code of practice, including but not limited to the UK GDPR, Data Protection Act 2018, the Equality Act 2010, the Consumer Rights Act 2015, and any regulations issued by relevant regulatory bodies (such as The Property Ombudsman, ARLA Propertymark or local authority licensing schemes).
Fails to inform consumers of call recording, data processing, or AI processing where required by law or regulation.
Is fraudulent, deceptive or misleading, including misrepresenting properties, availability, terms, fees, or the identity of the sender of any communication.
Facilitates discrimination against any individual on the basis of race, ethnicity, religion, gender, sexual orientation, disability, age or any other protected characteristic.
Involves harassment, threats, abuse or any form of communication that is offensive, intimidating, or harmful to any recipient.
4.2
Misuse of the AI Assistant
4.3
Attempting to manipulate, override or circumvent Felicity’s built-in guardrails, workflow constraints or safety mechanisms.
Using the Service to generate, send or distribute unsolicited bulk communications (spam) to tenants, landlords, contractors or any third parties.
Instructing or configuring Felicity to make autonomous decisions on matters requiring human judgement, such as tenancy deposit disputes, eviction proceedings or legal notices, except where the Service is expressly designed to support such workflows with appropriate human oversight.
Actively deceiving any recipient about whether a communication was generated by an AI assistant, including by denying Felicity’s involvement when directly asked.
4.3
Data Misuse
4.3
Uploading, transmitting, or processing personal data through the Service without a lawful basis under applicable data protection legislation.
Using the Service to collect, store or process special category personal data (as defined under the UK GDPR) unless expressly agreed in writing and supported by a Data Protection Impact Assessment, with which LightWork will reasonably assist as required under applicable data protection legislation.
Attempting to extract, scrape, reverse-engineer or otherwise access the underlying data, models, algorithms, prompts or source code of the Service.
Sharing login credentials, API keys, or access tokens with unauthorised third parties, or failing to maintain reasonable security over account access.
4.4
System Integrity
4.3
Introducing viruses, malware, trojans or any code designed to disrupt, damage, or gain unauthorised access to the Service or any connected systems.
Attempting to probe, scan or test the vulnerability of the Service, or breaching any security or authentication measures, without prior written consent.
Using the Service in a manner that imposes an unreasonable or disproportionate load on our infrastructure, including automated scripts or bots that interact with the Service outside of integrations approved in writing by LightWork.
Reselling, sublicensing, or providing access to the Service to any third party without our prior written consent.
5.
Client Responsibilities
5.1
Supervision of AI Actions
4.1
Felicity operates within defined workflows and guardrails. However, the Client retains ultimate responsibility for the accuracy and appropriateness of communications sent on their behalf. You must:
Regularly review Felicity’s actions and outputs through the dashboard provided.
Ensure that human-in-the-loop review is applied to any communications or decisions flagged by the Service as requiring manual approval.
Promptly report any errors, unintended actions or concerns about Felicity’s behaviour to LightWork via the support channels provided.
5.2
Data Accuracy
4.1
You are responsible for ensuring that data provided to the Service (including property details, tenant information, landlord instructions, and contractor details) is accurate, current, and complete. LightWork is not liable for errors in communications or workflows that arise from inaccurate or outdated data supplied by the Client.
5.3
Integration Configuration
4.1
Where the Service integrates with your property management system or other third-party platforms, you are responsible for maintaining the correct configuration of such integrations, including API credentials, data mapping, and permissions. LightWork will provide reasonable guidance and documentation to support integration setup.
5.4
Compliance with Industry Standards
4.1
You must ensure that your use of the Service complies with all applicable industry codes of practice, including those issued by ARLA Propertymark, The Property Ombudsman, RICS, and any local authority licensing requirements. Where Felicity supports compliance workflows (such as gas safety certificate management), the Client retains responsibility for ensuring that all statutory obligations are met.
6.
Communications Standards
4.1
All communications sent through the Service on the Client’s behalf must:
Be truthful, accurate, and not misleading.
Identify the Client (or the Client’s brand) as the sender, even where Felicity is the agent generating or sending the communication.
Comply with any opt-out or unsubscribe requests from recipients, in accordance with the Privacy and Electronic Communications Regulations 2003 (PECR) and any successor legislation.
Not be used to issue legal threats, statutory notices, or formal regulatory communications unless such use is expressly supported by the Service and the Client has obtained appropriate legal advice.
Respect the privacy and dignity of all recipients, including tenants, prospective tenants, landlords, and contractors.
7.
Enforcement
7.1
Monitoring
4.1
We reserve the right to monitor use of the Service to the extent necessary to ensure compliance with this AUP, to protect the security and integrity of the Service, and to comply with applicable law.
7.2
Breach and Remediation
4.1
If we reasonably believe that you or any authorised user has breached this AUP, we may:
Issue a written notice requiring you to remedy the breach within a reasonable period.
Suspend access to the Service (in whole or in part) where the breach poses an immediate risk to the security of the Service, to third parties, or to LightWork’s legal or regulatory standing.
Terminate the relevant agreement in accordance with the termination provisions of the Order Form, Master Services Agreement, Subscription Agreement or Pilot Agreement (as applicable), if the breach is material and has not been remedied within the notice period.
8.
Reporting Violations
4.1
If you become aware of any breach of this AUP, whether by your own authorised users or by a third party, you must notify LightWork promptly by contacting us at:
Email: support@lightwork.co
Post: Lightwork Holding Ltd, 83 Victoria Street, London, SW1H 0HW
9.
Contact
8.1
For questions about this Acceptable Use Policy, please contact us at:
Email: contact@lightwork.co
Address: Lightwork Holding Ltd, 83 Victoria Street, London, SW1H 0HW, United Kingdom
