These Terms of Service apply when you order, receive or use services from Tenant Select, a trading name of Selectwise Ltd. By placing an order, receiving a report or using our services, you agree to these Terms of Service.

1. About Tenant Select

Tenant Select provides structured applicant interview and reporting services for landlords and their authorised representatives. We help Clients gain additional insight into shortlisted tenant applicants by inviting applicants to complete structured online interviews and preparing a report from their responses.

Selectwise Ltd is a company registered in England and Wales. Tenant Select is a trading name of Selectwise Ltd.

• Company number: 17156170

• Registered office: 82A James Carter Road, Mildenhall, IP28 7DE

• Contact: Please use our Contact page.

2. Who these Terms apply to

These Terms apply to anyone who orders, receives or uses Tenant Select services, including landlords, property owners, letting agents, managing agents, property managers and other authorised representatives. In these Terms, we refer to those people and organisations as the “Client”, “you” or “your”. If you order, receive or use our service on behalf of a landlord, property owner or other person or organisation, you confirm that you have authority to do so.

3. What our service includes

Depending on the package purchased, our service may include:

• inviting one or more applicants to complete a structured online interview;

• asking applicants a structured set of interview questions;

• recording and/or transcribing applicant responses;

• reviewing and organising applicant responses;

• preparing a report for you;

• providing applicant summaries, key points and supporting detail;

• providing comparison points where more than one applicant is interviewed; and

• providing transcribed interview responses.

The exact content of the report may vary depending on the package purchased and the information available from applicants.

4. What our service does not include

Unless we expressly say otherwise in writing, Tenant Select does not:

• act as a letting agent;

• act as a referencing agency;

• carry out credit checks;

• carry out affordability checks;

• carry out right-to-rent checks;

• carry out ID checks;

• carry out employment checks;

• carry out landlord reference checks;

• verify applicant answers;

• provide legal, tax, financial, immigration or housing advice;

• approve or reject applicants;

• choose tenants on your behalf; or

• guarantee tenant suitability or tenancy outcome.

Tenant Select provides structured insight to support your decision-making. We do not make the final tenancy decision.

5. Your responsibilities

You remain responsible for:

• deciding whether to offer a tenancy to any applicant;

• making sure your decision-making process is lawful and fair;

• complying with equality and anti-discrimination law;

• complying with housing, right-to-rent, data protection, consumer and other applicable laws;

• carrying out or arranging any referencing, affordability, ID, right-to-rent or other checks you require;

• reviewing our report appropriately and proportionately; and

• taking professional advice where needed.

You must not use Tenant Select, applicant interviews or reports in a discriminatory, unfair, misleading or unlawful way.

6. Applicant details you provide

To deliver the service, you may need to provide applicant names, email addresses and property/application details. You confirm that:

• the information you provide is accurate to the best of your knowledge;

• you are entitled to provide applicant details to us;

• the applicants are genuine applicants for the relevant property;

• you will not provide unnecessary or excessive personal information; and

• you will tell us promptly if any applicant details are incorrect.

7. Applicant interviews

Applicant interviews are completed online through Tenant Select’s video interview process. The questions are structured and pre-set. Applicants record their responses online using a secure video interview link. The interview is completed through Tenant Select’s online video interview platform, which is operated with the support of specialist technology providers. Applicant video and/or audio responses may be recorded. Responses may also be transcribed, reviewed and organised by Tenant Select. Applicants will be provided with information explaining how their interview responses may be used.

8. Applicant participation

We cannot guarantee that every applicant will complete the interview. Applicants are normally asked to complete their interview as soon as possible, ideally within 24 hours of receiving their invitation. Unless we agree a different timeframe with you, if an applicant has not completed their interview within three working days of the invitation being sent, we may treat that applicant interview as incomplete and proceed on that basis.

An applicant may:

• choose not to complete the interview;

• miss the requested completion timeframe;

• answer only some questions;

• provide short or unclear answers;

• experience technical issues; or

• provide information that later turns out to be inaccurate.

Our report will be based on the information available to us.

9. Reports

Tenant Select reports are prepared from applicant interview responses and related information. Reports may include summaries, key points, supporting detail, comparison points, response indicators and/or transcribed responses.

Reports are intended to support your own decision-making. They should not be treated as:

• a recommendation to accept or reject an applicant;

• a guarantee of tenant suitability;

• a verification report;

• a referencing report;

• legal advice; or

• a substitute for your own judgement and checks.

Applicant answers are generally self-reported and are not verified by Tenant Select unless we expressly state otherwise.

10. Your use of reports

Reports may contain personal data and confidential applicant information. You agree to:

• use each report only for assessing the relevant tenancy application;

• keep reports secure and confidential;

• share reports only with people who reasonably need to see them for that application, such as a landlord, co-landlord, letting agent, managing agent, property manager or professional adviser;

• not publish reports or share them unnecessarily;

• not use reports for unrelated purposes; and

• not use reports in a discriminatory, unfair or unlawful way.

You are responsible for your own handling of applicant information once a report has been provided to you.

11. Data protection

We process personal data in accordance with our Privacy Policy and Applicant Notice. You must comply with your own data protection obligations when providing applicant details to us and when receiving, storing, sharing or using Tenant Select reports. You are responsible for ensuring that your use of applicant information is lawful, fair and appropriate.

12. Prices and payment

Prices are shown on our website at the time of purchase. Payment is taken online through our payment provider. Your order is accepted when we confirm acceptance or begin providing the service, whichever happens first. We may change our prices from time to time, but price changes will not affect orders we have already accepted.

13. Refunds where an applicant does not complete

If an applicant does not complete their interview within the applicable completion timeframe, we may treat that interview as incomplete. Unless we agree a different timeframe with you, the applicable completion timeframe is three working days from the interview invitation being sent. Where an interview is treated as incomplete, we may either contact you to confirm how you would like to proceed or provide a pro-rata refund for the uncompleted applicant interview portion of the package. In a multi-applicant package, any refund will relate only to the applicant who did not complete the interview, not the whole package. Completed interviews, completed reports, work already carried out and non-refundable third-party costs remain chargeable.

14. Cancellations

We start preparing orders promptly after payment, so orders usually cannot be cancelled once placed. This may include setting up the interview process, inviting applicants, using third-party systems, reviewing responses, preparing transcripts and preparing your report. This does not affect any cancellation rights you may have by law. Where the law allows, we may charge for work already carried out, services already provided and costs already incurred.

15. Delivery times

We aim to provide reports promptly, but timing depends on factors including:

• when applicants complete interviews;

• whether applicants complete all questions;

• transcription and review time;

• third-party platform availability; and

• the number of applicants in the package.

Any timescale stated on our website or in emails is an estimate unless we expressly say otherwise.

16. Third-party providers

We may use third-party providers to help operate our website, interview platform, payment process, transcription, email systems, reporting tools and other parts of the service. We are not responsible for delays, outages or failures caused by third-party providers or systems outside our reasonable control, but we will take reasonable steps to reduce the impact on the service.

17. Technology requirements

Applicants will need access to a suitable device, internet connection, camera and/or microphone to complete the interview. We are not responsible for technical issues caused by an applicant’s device, browser, internet connection, settings or failure to follow platform instructions.

18. No guarantee

Tenant Select does not guarantee:

• that any applicant will complete the interview;

• that applicant answers will be complete, accurate or reliable;

• that the report will identify every relevant issue;

• that you will choose the most suitable applicant;

• that a tenancy will proceed;

• that rent will be paid;

• that the property will be well cared for; or

• that disputes, arrears or other tenancy problems will be avoided.

19. Liability

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Subject to that, our total liability for any order will not exceed the amount you paid us for that order. We will not be liable for:

• tenancy decisions made by you;

• applicant statements or omissions;

• failed tenancy applications;

• loss of rent;

• loss of profit;

• loss of opportunity;

• property damage;

• disputes with applicants or tenants;

• unlawful or discriminatory use of reports by you;

• third-party checks not carried out by us; or

• indirect or consequential loss.

20. Intellectual property

Tenant Select’s website, branding, report format, report structure, wording, templates and materials belong to us or our licensors. You may use the report for the specific tenancy application for which it was provided. You must not copy, resell, publish, adapt or use our materials to create a competing service.

21. Changes to these Terms

We may update these Terms from time to time. The Terms that apply to your order are the Terms in force at the time your order is placed, unless a change is required by law or regulation.

22. Contact

If you have questions about these Terms or the service, please contact us through our Contact page.

23. Governing law

These Terms are governed by the laws of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply.