Hank is owned and operated by Hank AI Agent Ltd, registered in England and Wales with company number 16423093.
By using this website, you agree to be bound by these Terms of Use, which fall within the exclusive jurisdiction of English courts in the case of any dispute.
1) Use of the website
a) You agree that in your use of this website:
i) Any information you provide on this website is accurate and reliable to the best of your knowledge (this includes all personal information, contact details and information related to property listings).
ii) You will not use Hank AI Agent Ltd to distribute any illegal, obscene or otherwise harmful material.
iii) You will not do anything to interfere with other users’ access to the website.
iv) You will not impersonate others or create false accounts.
v) You will not use software or any other means to harvest information from the website.
vi) You will not attempt to send spam or other forms of unsolicited information to other users.
vii) You will not copy material from the Hank website without our permission.
b) You must keep your password secure and will be responsible for any actions of any person logging into the website using your username and password.
2) Use of Application – Legal and residency obligations of landlords and property managers (hereby collectively referred to as landlords)
a) You agree that Hank is only suitable for, and should only be used for, residential properties within England only.
b) You agree not to use Hank for properties where the rental value exceeds £100,000.00 per year.
c) In the event that Hank is used for properties for either of the above reasons, we do not take any responsibility for the landlord(s) misuse of the application and the terms of the contract will remain in force, subject to discretionary agreement from Hank AI Agent Ltd
d) You agree and warrant when you list a property on this website and the ‘Hank’ application that:
i) You have the right to offer the property for rental and will not breach any law, agreement or contract by doing so (this includes but is not limited to the Renters Right Act 2025, Landlord and Tenant Act 1985, Housing Act 1988, Gas Safety (Installation and Use) Regulations 1988, Housing Act 2004, Smoke and Carbon Monoxide Alarm (England) Regulations 2015, Homes (Fitness for Human Habitation) Act 2018, Tenant Fees Act 2019, Electrical Safety Standards in the Private Rented Sector (England) Regulations 2020, UK General Data Protection Regulation (UK GDPR), Data Protection Act 2018, Protection from Eviction Act 1977, the Equality Act 2010, [1] the terms of any mortgage on the property, or insurance cover for the property).[2]
ii) If you require consent from any third party (such as a mortgage supplier or freeholder) to market or let the property, you have obtained the necessary consents.
iii) If you are required to possess a license to rent property in a particular region and/or to let or manage particular types of property (such as Houses in Multiple Occupation), that you will comply with all such licensing requirements at all times when advertising with Hank. This also includes any locally mandated Selective licence.[3]
iv) You will only post or otherwise make available photographs, video, and other information for which you have lawful authority.
v) The property complies with requirements for Energy Performance Certificates (EPCs) for rental properties.
vi) The property and any of the landlord’s contents therein is appropriately insured where applicable.
vii) The property will have a valid Gas Safety Certificate for the duration of any tenancy arranged or facilitated using Hank’s services, in accordance with the relevant legal requirements for landlords.
viii) The property will meet all other legally required safety obligations (such as electrical safety and smoke and carbon monoxide alarms) prior to tenant occupancy.
ix) The property's windows and doors all lock properly & securely.
x) Everything you provide with the property is safe and in working order.
e) You are fully responsible for ensuring the property meets the legal requirements for landlords and properties under any relevant legislation, including but not limited to the requirements outlined in this section.
f) By using Hank's services, landlords declare that they meet all applicable residency requirements (including those under the Landlord and Tenant Act 1987 where applicable).
3) Risk and Information Quality
a) Hank provides a marketplace for landlords and tenants to meet and supports this with features to reduce the risks and administrative burden of the transaction. However, we cannot provide any guarantee regarding the integrity of the information supplied on this website or by its users.
b) Although we have features in place to maintain a high standard of information quality, Hank cannot make any absolute guarantee over the accuracy of any information supplied on this website.
c) You should satisfy yourself of the accuracy of any and all information and of the integrity of all individuals you are transacting with before entering into any contract or agreement or making payments directly to them.
d) Material supplied on this website, including content on our blog and social media accounts, does not constitute legal advice and is supplied for information purposes only.
e) We have no control over, nor accept any responsibility or liability for, any problems that arise from properties or tenancy arrangements that are supplied by users of our website.
4) Referencing and tenant checks
a) At a landlord's request we may provide a tenant referencing service, from time to time. This is designed to help our users make a more informed decision, but we cannot provide any guarantee regarding the integrity of the information supplied or the users being referenced.
b) Regardless of any advice provided in the course of referencing or otherwise, the landlord will be responsible for conducting or verifying any ID, visa or other checks required under Right to Rent legislation.
5) Third-Party Services
a) Some Hank services (for example, requested repairs or safety related certificates) are fulfilled by suitable third parties. These third parties are not employees of Hank, but operate as independent subcontractors. Hank therefore does not determine the manner in which these subcontractors carry out the services in question and does not accept liability for their actions.
b) When placing an order, customers may be asked to provide a preferred appointment date. We will endeavour to ensure that our subcontractors complete any work ordered to an appropriate standard in a timely manner, but we are unable to guarantee that the customer's preferred date will be available or that any certificate or service ordered will be completed or provided by any particular date. We accept no liability for any losses that may arise as a result of a service not being delivered by a particular date.
c) Hank offers a range of third party services from which we receive commission, profit or other financial incentives. These services are completely optional and it is always your decision whether to use any particular service. In every case, Hank will attempt to ensure that all pricing is transparent, including the receipt of any commission and/or financial incentive.
6) Fees and Payments
a) The Customer shall pay for One-off services, other services, and Subscription Fees for the User Subscription services as set out in the online purchase order, invoice or Service Order Form in accordance with this clause 8.
b) Hank AI Agent Ltd (hereby the ‘Supplier’) shall invoice the Landlord (hereby the ‘Customer’) for the Subscription Fees as follows:
i) Where the Customer has opted for a monthly subscription (as set out in the online Purchase Order or Service Order Form), the Supplier shall invoice the Customer on a monthly basis, in advance, and the Customer shall pay each invoice by direct debit. The invoice becomes payable at the date of issue and payment will be due immediately; or
ii) Where the Customer has opted for an annual subscription (as set out in the Service Order Form), the Supplier shall invoice the Customer on upfront in advance at the start of the annual term, which will be due immediately. At payment, the service will be considered to begin.
iii) Where the Customer has opted for a one-off service, the Supplier shall invoice the Customer, and the Customer shall pay the invoice due for those services as soon as the invoice is issued but no more than thirty (30) days after the date of such invoice; at which point, interest at an annual rate of 20%pa + administrative fees will become payable. Interest will be accrued on a daily basis and be added to the outstanding bill.
c) For monthly subscriptions, if the Supplier has not received payment by the due date, and without prejudice to any other rights and remedies of the Supplier, the Supplier may, without liability, disable the Customer's and all Authorised Users’ passwords, accounts and access to all or part of the Services until the invoice(s) concerned are paid in full. Interest shall accrue on a daily basis on any overdue amounts at an annual rate equal to 4% above the Bank of England’s base rate, commencing on the due date and continuing until fully paid, whether before or after judgment.
d) Subscription Fees are payable in the currency detailed in the Service Order Form, and are non-cancellable and non-refundable. Subscription Fees are stated exclusive of value added tax (VAT), which shall be added to the Supplier’s invoice(s) at the appropriate rate.
e) The Supplier shall be entitled to increase the Subscription Fees at a set point each calendar year, which will be set at April every calendar year. Customers will receive a yearly reminder with thirty (30) days' prior written notice to the Customer. Hank will increase their Subscription fees by 4% every April, starting from 2027. An example of how Subscription Fees would increase are provided below, at a base price of £9 (excl. VAT) per month (pm), per property (pp) :
i) April 2026: £9 pm/pp – no change
ii) April 2027: £9.36 pm/pp (4% increase)
iii) April 2028: £9.73 pm (4% increase)
iv) April 2029: £10.12 pm (4% increase)
f) The Customer shall pay all and any other fees stated on the Service Order Form (for instance in respect of project set-up and/or support services) in accordance with the payment terms stated on the Service Order Form.
7) Admin Fees
a) As and when Hank may choose to provide a listing service, Landlords who advertise on our website agree not to charge any fees to tenants (or other Relevant Persons as defined under the Tenant Fees Act 2019) that would be illegal in the region in which the property being advertised is located.
b) Landlords who advertise on our website agree not to charge any fees to tenants for administration or other compulsory one-off charges, including but not limited to fees for viewing or applying to rent the property, referencing, inventory, or tenancy set-up. This applies whether or not such fees are illegal in the region in which the property being advertised is located.
c) Any landlord who takes a Holding Deposit from a tenant found using Hank's services agrees to treat all Holding Deposits in accordance with the Tenant Fees Act 2019. This includes limiting Holding Deposits taken to a maximum of one week's rent, and[4] not taking a second or subsequent Holding Deposit for a property until all previous Holding Deposits taken have been returned.
d) Once enabled, Landlords who advertise on our website agree not to charge any Default Fees to tenants except for those that would be classed as Permitted Payments under the Tenant[5] Fees Act 2019 and Renters Right Act 2025.
e) Landlords who have a property in England on our website may only charge a tenancy deposit as legally required and set out in the Renters’ Rights Act 2025[6] and Housing Act 2004.
f) As a matter of best practice and to avoid confusion from prospective tenants, Hank is committed to ensuring that all adverts on our website can easily be compared, regardless of the tenancy type that the landlord of the property wishes to offer. For this reason, Hank reserves the right to notify the landlord and make amendments to any adverts which, at our sole discretion, we believe need to be updated to comply with any of the requirements of this clause 9.
g) If a landlord breaches any of the terms in this clause, we reserve the right to suspend their account with us and any subscription payments would be non-refundable.
8) Fair Use Policy
a) In order to protect all landlords and tenants using our system, we reserve the right to take down listings if we deem them to be abusing the system. We do this to prevent spam, stop harvesting of tenant details, and to encourage all adverts to portray a true representation of the available property.
b) Although we do not expect our fair usage limits to be breached by genuine landlords, we reserve the right to remove or limit all adverts which are generating a disproportionately high number of viewing requests, or where 3 months have elapsed from the time of publishing the advert.
c) If we have reason to believe a property may not currently be available to rent (for example, where the landlord has found tenants since they commenced advertising), we reserve the right to contact the registered landlord to confirm that the property is still available, and to suspend the marketing of the property if the landlord does not respond in a reasonable time-frame.
d) We reserve the right to limit users’ activities on our website (including, without limitation, restricting the number of properties they may list on our website), if we think that such restrictions will improve the security of the Hank community or reduce our or another Hank user’s exposure to financial or other liabilities.
e) To ensure that properties meet the legal requirements of landlords, and to protect users of our website, we reserve the right to suspend or discontinue listings and request further documentation to prove legal ownership of a property and/or that the property holds legally necessary documentation such as a valid EPC.
f) We reserve the right to limit the activity of users who we deem to be in material breach of our terms and/or to be misusing the platform.
g) We reserve the right to cancel unconfirmed accounts or accounts that have been inactive for a long time, as well as modify or discontinue Hank listings.
h) You agree not to hold Hank responsible for any loss you may incur as a result of Hank taking any of the actions described in this section.
9) Customer support and communication
a) Our customer support times are outlined in our service level agreements in Schedule 1 (Annex 1), which depend on the service tier you have subscribed to.
i) This time-scale applies to communication sent to Hank’s customer support team and does not apply where you are communicating with other parties such as our subcontractors, landlords, tenants or other users.
b) Telephone calls to Hank are not currently available
c) Where a user has been unable to resolve any difficulties directly with the customer support team and wishes to make a complaint, they can initiate our complaints procedure by emailing Hank on support@hankaiagent.com and specifying that they wish to make a complaint.
i) All written complaints will be acknowledged in writing within 5 working days and a proper investigation will be promptly undertaken by a senior member of staff.
ii) A formal written outcome of our investigation will be sent within 15 working days of receipt of the original complaint, except in exceptional circumstances where reasonable extensions to this time-frame are required in order to investigate the complaint fully.
iii) If we are unable to resolve your complaint satisfactorily, you can request an independent review from The Property Ombudsman (TPO).
iv) TPO requires that all complaints are addressed through an in-house complaints procedure, before being submitted for an independent review. Referral to TPO must take place within 12 months of our final viewpoint letter.
10) Offer and Acceptance of Holding Deposits in England
a) By making the Offer, the tenant agrees to the following:
i) The tenancy will begin on the date the tenant specifies when beginning their application, except where otherwise agreed in writing with the landlord.
ii) If the landlord and the tenant enter into a tenancy agreement relating to the Property, the amount of the Holding Deposit (if the tenancy is in England) will be put towards the first payment of rent under the tenancy[7] , The holding deposit cannot be kept for longer than 15 days from the day the holding deposit was paid.
iii) The tenant accepts the cosmetic condition of the property as ‘seen’, without prejudice to the landlord's statutory obligations to maintain the property in a state of repair and fitness for human habitation.
iv) The tenant will sign a standard tenancy contract, a sample copy of which is available on our application (‘templates’), except where specific additional clauses or changes have been explicitly agreed in writing with the landlord in advance of the clauses, or changes, being added to the contract.
v) In England and Wales the tenant agrees to accept service of documents and notices pursuant to the tenancy agreement at the email address provided by the tenant.
vi) The deadline for agreeing this tenancy will be determined flexibly by the requirements of the tenancy in question and the wishes of the landlord and prospective tenant.
b) If the landlord decides not to enter into a tenancy agreement, the Holding Deposit will be returned to the tenant no later than 15 days from the date the Holding Deposit was paid, unless the landlord makes a claim because one or more of the following applies:
i) The tenant notified the landlord in writing, after the landlord chose to proceed following the Offer, that the tenant had decided not to continue their application to rent the property.
ii) The tenant provided materially false or misleading information to the landlord. Since information provided to any third party used in the course of referencing will be shared with the landlord, the tenant acknowledges that materially false or misleading information provided to such third parties will be grounds for their Holding Deposit not to be returned.
iii) The landlord had taken all reasonable steps to enter into a tenancy agreement, but the tenant failed to take all reasonable steps to enter into a tenancy agreement.
iv) The landlord is prohibited by section 22 of the Immigration Act 2014 (persons disqualified by immigration status) from granting a tenancy of the housing to the tenant, and the landlord did not know, and could not reasonably have been expected to know, that the prohibition applied before the Holding Deposit was accepted.
11) Tenancy Agreements
a) Any acceptance by the landlord of a tenant’s Offer should be considered to be subject to contract. To complete the tenancy using our application, the Tenancy Agreement will need to be signed digitally on the Hank website/application.
b) Hank’s relationship to all documents completed using the service is that of a trusted, disinterested third party. Accordingly, Hank disclaims any representations of any kind regarding the documents that pass through the service. You are responsible for recognizing the parties of interest in all transactions you complete using the service and assessing all associated risks.
12) Tenancy Deposits
a) The landlord may collect and register the Deposit under a government-backed tenancy deposit scheme. The Deposit will be held under the terms and conditions of the Deposit agency in question, and these terms will be provided to both the landlord and the tenants as part of the Deposit registration process[8] and in accordance with Housing Act 2004.
13) First payment of Rent
a) Hank may at times offer additional services, and at the request of the landlord, may set up and establish the first payment between primary tenant account and landlord account. It is the sole responsibility of the tenant(s) and landlord to ensure that all subsequent payments are made, and payments recorded.
b) The landlord must provide Hank with UK bank details and a valid account ID for their account. Until these items are received in full, the first payment process cannot be established and completed and we reserve the right to charge the landlord for any lost time.
c) Subsequent instalments of rent will be paid by the tenant when they become due according to the tenancy agreement.
d) In operating this service Hank will make its best efforts, however we (including our affiliates, officers, directors, agents, subcontractors and employees) will not be liable to you in contract, tort (including negligence) or otherwise for any liabilities, damages or losses (whether direct, indirect, consequential, special or otherwise) incurred or suffered by you or any third party in connection with the service.
e) If Hank is unable to establish the first rent payment, the landlord will be notified in writing.
14) Landlord Statutory Compliance & Redress Membership
a) Mandatory Landlord Redress: Under the Renters’ Rights Act 2025, the Landlord hereby acknowledges their legal obligation to register with the Private Rented Sector (PRS) Landlord Ombudsman (the “Ombudsman”). The Landlord agrees to maintain active membership and pay all associated fees for the duration of this Agreement.
b) National PRS Database: The Landlord agrees to register the Property and themselves on the National Private Rented Sector Database (the “Database”) once available in the Property's local authority area. The Landlord must provide the Agency with their unique Landlord Registration Number prior to the marketing of the Property.
15) Treatment of Personal Data
a) Hank is the controller of the personal data of users which is in our possession. In providing our services, Hank may from time to time transfer the personal data of users to you.
b) Where we do so, you acknowledge that you will become the controller of the personal data of users made available to you by Hank; and you hereby agree to observe and perform your compliance obligations as set out in relevant data protection laws.
c) In particular, you shall ensure that you process the personal data of users where you have a lawful basis to do so; and that you accept your compliance obligations in full.
d) Full details of our use and treatment of Personal Data are laid out in our Privacy Policy.
16) Regional legislation (England) – Selective Licencing
a) Regional legislation may be applicable in selected council and local authority areas across England, such as ‘Selective licencing’, where landlords may have additional requirements beyond those stipulated for other regions.
b) Where such requirements exist (including but not limited to those specified in this section), it is the landlord’s responsibility to ensure they are compliant.
17) Legal Disclaimer on Use of Hank
a) We are not liable for any consequences or loss from your use of this website and/or our application, and you expressly understand and agree that Hank shall not be liable to you or any third party for any direct, indirect, incidental, special, consequential or exemplary damages of any kind, including, but not limited to, damages for loss of profits, goodwill, use, data or other intangible losses (even if such Hank has been advised of the possibility thereof), and including damages resulting from: (i) any document or transaction sent through the service; (ii) the use or inability to use the service, including errors, interruptions or delays; (iii) unauthorized access to or alteration of your documents or transmissions; or (iv) any other matter relating to services ordered from Hank.
b) Except where provided elsewhere in these Terms and Conditions, to the maximum extent permitted by law, we (including our affiliates, officers, directors, agents, subcontractors and employees) will not be liable to you in contract, tort (including negligence) or otherwise for any liabilities, damages or losses (whether direct, indirect, consequential, special or otherwise) incurred or suffered by you or any third party in connection with this website or any services ordered or delivered through this website, or in connection with the use, inability to use, or results of the use of this website, any websites linked to it, and any materials posted on it.
c) The Supplier’s entire, aggregate liability arising out of or relating to the Service Agreement shall be limited to the total Subscription Fees paid during the twelve (12) months immediately preceding the date on which the claim arose.
d) Notwithstanding the above clauses, nothing in these Terms and Conditions shall limit or exclude Hank's liability for death or personal injury caused by Hank's fraud or fraudulent misrepresentation, or any other liability which cannot be excluded or limited by applicable law.
e) If any provision or part-provision of these Terms and Conditions is found to be invalid or otherwise unenforceable by a court, regulator or other relevant authority, then, where required, that provision or part-provision shall be deleted and the remaining parts of the Terms will continue to be enforceable.
18) Amendments to the Terms of Service and Redress
a) The Supplier may make changes to these Terms of Service from time to time. Amendments may be made to reflect technical or legislative changes or to reflect changes in the Software. The Supplier shall attempt to notify the Customer of these changes, but at all times the Suppliers latest Terms of Service shall be listed on the website https://hankaiagent.com. If the Customer objects to any changes in the Terms of Service, then the Service Agreement shall terminate (and the Customer’s access to the Services shall cease) from the effective date of the changes. Unless the change of Terms materially change the service the Customer is receiving, the Customer will remain liable for any remaining contractual costs and not be entitled to a refund or termination of the payment due for the remainder of the subscription term. If the Customer does not object to the changes, the Customer shall be deemed to have accepted the changes to these Terms of Service.
SCHEDULE 1
Service Level Agreement
The Supplier will use reasonable endeavours to ensure that the Service is available and the Software performs substantially in accordance with the terms of the Service Agreement or any relevant specification throughout the Subscription Term, but the Supplier cannot guarantee that the Service will be available at all times. This Schedule sets out the Supplier’s obligations and liability with respect to availability of the Service.
Service Levels
The Supplier will use reasonable commercial efforts to ensure that the Service is available for at least 99% of the time during any calendar month throughout the Subscription Term, (“Uptime Percentage”), excluding: (a) Planned Downtime; (b) unscheduled downtime due to Emergency Maintenance or (c) the Service Exclusions (all as defined below).
In the event that the Service falls below the Uptime Percentage in any given month, the Customer shall be entitled to service credits on a pro-rated basis relative to the duration and/or severity of unplanned downtime as agreed between the Parties.
“Service Exclusions” means unscheduled downtime caused by: (a) a Force Majeure Event; (b) circumstances entitling the Supplier to suspend access to the Services under the Service Agreement; (c) the Customer’s failure to adhere to required configurations, use supported platforms, or follow acceptable use polices; (d) the Customer’s failure to use the Services in accordance with the Documentation; (e) issues related to Third Party Applications (“Third Party Application(s)” shall mean either on-premise or hosted third party software applications, excluding the Services); (f) issues related to denial of service attacks; (g) use of beta or trial versions of the Services, features or software; (h) the Customer’s unauthorised action or lack of action when required; or (i) the Customer’s failure to follow appropriate security practices.
“Planned Downtime” means the period during which the Supplier periodically performs routine maintenance of the Services, in which case downtime is during non-business hours. Business hours are considered to be between 0900-1700 BST The Customer will receive email notifications of Planned Downtime with reasonable advance notice.
“Emergency Maintenance” means the period when the Supplier must perform immediate maintenance to the Services at any time, with or without notification. The Supplier will make reasonable efforts to provide prior notification to Customer administrative Users to the extent practicable under the circumstances.
Sandbox, Development, Testing and Similar Environments. The Service levels do not apply to the Customer’s usage of the Services for sandbox, development, proof-of-concepts, testing, trial usage or like environments.
Previews, Proof of Concepts and Trials. Previews, proof-of-concepts and trials are provided “as-is,” “with all faults,” and “as available”
Starter Tier
As part of our ‘Starter’ tier, Customers are eligible for standard email support by emailing support@hankaiagent.com .
The Supplier agrees to provide a response to all customers within 48 hours and a resolution within 72 hours, where the resolution does not depend on any 3rd party providers. The response and resolution times do not include Saturdays or Sundays.
Advanced Tier
As part of our ‘Advanced’ tier, Customers are eligible for prioritised email support by emailing support@hankaiagent.com
The Supplier agrees to provide a response to all customers within 12-24 hours and a resolution within 48 hours, where the resolution does not depend on any 3rd party providers. The response and resolution times do not include Saturdays or Sundays.