Operator Terms & Conditions

CasaPay Operator Terms & Conditions

Last Updated: October 1, 2026

Version: 0.3

Table of Contents

1. Introduction
2. Definitions
3. Eligibility, Onboarding & Account
4. RentLink Services & Modules
5. RentLink Creation Channels
6. Verification, KYC & Income Checks
7. Rent Payments, Ledger & Payouts
8. Rent Guarantee & Cover
9. No-Deposit Options
10. Deposit Handling & Escrow
11. Recovery, Arrears & Collections
12. Fees, Billing & Payment
13. Operator Obligations
14. Tenant & Applicant Data
15. Integration, API & Alias
16. Chargebacks, Reversals & Adjustments
17. Data Protection
18. Confidentiality
19. Acceptable Use & Prohibited Conduct
20. Intellectual Property & Brand
21. Service Levels, Availability & Support
22. Service Changes & Product Terms
23. Term, Suspension & Termination
24. Liability
25. Indemnification
26. Insurance & Regulatory Status
27. Force Majeure
28. Dispute Resolution
29. Governing Law & Jurisdiction
30. General Provisions
31. Contact Information

1. Introduction

1.1 About These Terms

These Operator Terms & Conditions ("Operator Terms" or "Terms") constitute a legally binding agreement between you ("Operator", "you", "your") and CasaPay governing your access to and use of the CasaPay operator services, including RentLink, RentLink modules, the Operator Portal, Alias intake, the CasaPay API, operator plans, payout, recovery and rent guarantee services, and related features (together the "Operator Services").

These Terms are operator-facing and apply to business users only: professional rental operators, landlords, letting agents, property managers, PBSA, co-living and build-to-rent operators, and platform or PMS partners that make RentLink available to their own operator customers. They do not apply to tenants. Tenant use of CasaPay is governed by the separate CasaPay Tenant Terms & Conditions at casapay.com/terms.

These operator-facing terms apply in addition to, and do not replace, any signed order form, master services agreement, data processing agreement, guarantee schedule or other commercial agreement between you and CasaPay ("Commercial Agreement"). Where a Commercial Agreement conflicts with these Terms, the Commercial Agreement prevails for that Operator, to the extent of the conflict.

1.2 Service Providers

The Operator Services are provided by:

For operators established or operating in the United Kingdom:

• CasaPay Ltd
• Company Registration Number: 14806725
• Registered Address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom

For operators established or operating in the European Union:

• CasaPay OÜ
• Registry Code: 16781169
• Registered Address: Harju maakond, Tallinn, Kesklinna linnaosa, Narva mnt 5, 10117, Estonia

(collectively "CasaPay", "we", "our", "us")

The contracting entity depends on your place of establishment, your portfolio location or the entity named in your Commercial Agreement, and is specified during onboarding.

1.3 Agreement to Terms

By creating an operator account, signing up for an operator plan, accepting a RentLink, connecting an integration or otherwise using the Operator Services, you agree to be bound by these Terms. If you do not agree to these Terms, you must not access or use the Operator Services.

1.4 Authority to Contract

You represent and warrant that:

• You are a business acting in the course of your trade, business, craft or profession, and not a consumer
• You have full authority to enter into these Terms on behalf of the entity you represent
• You are duly organised, validly existing and (where applicable) registered in your jurisdiction
• You hold all licences, registrations, consents and mandates required to let the properties you submit to CasaPay
• All information you provide to CasaPay, including tenancy, rent, applicant and property data, is accurate, complete and lawfully obtained

1.5 Changes to Terms

We may modify these Terms from time to time. Material changes will be notified to you at least 30 days in advance by email or through the Operator Portal. Minor updates, corrections and legal clarifications may be posted without prior notice. Continued use of the Operator Services after changes take effect constitutes acceptance of the modified Terms. If you do not accept a material change, you may terminate in accordance with Section 23.

2. Definitions

For the purposes of these Terms:

3. Eligibility, Onboarding & Account

3.1 Eligibility

To use the Operator Services you must:

• Be a business letting, managing, marketing or supporting residential rental property, or a platform or software provider serving such businesses
• Hold any licence, registration or accreditation required for your letting activity in the relevant market
• Not be subject to sanctions, or owned or controlled by a sanctioned person or entity
• Complete CasaPay's onboarding, including operator, controlling-person, ownership and bank account verification
• Maintain a valid payout bank account in your own legal name with an institution acceptable to CasaPay

3.2 Onboarding and Account Security

You must provide accurate and complete onboarding information, keep it current, and manage user access within your organisation. You are responsible for all activity under your operator account and for ensuring that each user you invite has the authority to act for you. You must notify us immediately of suspected unauthorised access, credential compromise or misuse.

3.3 Portfolio Eligibility and Refusal

CasaPay may decline, restrict, suspend or withdraw Operator Services, modules, cover or specific properties, tenancies, applicants or markets at any time where:

• Underwriting, guarantee, fraud, sanctions or credit criteria are not met
• The property, tenancy, operator or end-customer falls outside our accepted use cases or market availability
• Required information, evidence or consents are missing, incomplete or inconsistent
• Continuing would breach law, regulation, scheme rules, partner requirements or our risk appetite

Availability of any module, plan, No-Deposit Option or Guarantee is always subject to Product Terms and is not guaranteed for any particular property, tenancy or market.

4. RentLink Services & Modules

4.1 Modular Service Scope

RentLink is delivered as modules that you enable per property, unit, portfolio or applicant. Modules may include:

• ID & KYC: document capture, liveness, address history and sanctions screening for Tenants and Applicants
• Income: income verification through payroll, Open Banking bank-stream analysis, self-employed and contractor flows, and affordability assessment outputs
• Deposit: protected deposit handling and records, or operator-side cover for eligible no-deposit tenancies
• Payments: collection of rent and eligible charges, ledger posting, reconciliation and Payout
• Recovery: reminders, dunning, escalation and handoff to third-party collection partners
• Guarantee: the CasaPay payment guarantee for eligible rent under the selected plan and cover

Module availability, sequencing and output differ by market, plan and configuration, and are described in the applicable Product Terms. CasaPay may add, change or withdraw modules in accordance with Section 22.

4.2 Operator Relationship and No Advice

You remain solely responsible for your tenancy decisions, including whether to let to an Applicant, the rent and deposit you set, the terms of your tenancy agreement, your property and tenant management, and compliance with landlord and tenant law. Verification, scoring and affordability outputs are risk information for your decision-making; they are not a recommendation, guarantee of tenant behaviour or substitute for your own judgement. CasaPay is not your letting agent, property manager or fiduciary unless a separate written agreement says otherwise.

4.3 Service Records

CasaPay maintains tenancy ledgers, sub-ledgers and activity records for the Operator Services. These records may be used for reconciliation, dispute review, guarantee assessment, audit and regulatory purposes. You may export ledger and reconciliation data through the Operator Portal or the API where enabled.

5. RentLink Creation Channels

5.1 Creation Channels

RentLinks may be created or fed through one or more channels:

• Operator Portal: you enter the rent request or charge and CasaPay generates the RentLink
• Existing workflow / Alias: you send invoice emails or PDFs to a CasaPay alias, and CasaPay parses the charge and forwards a tenant-ready request
• API / embedded: you create RentLinks and receive status and webhook events through the CasaPay API from your own platform or PMS

5.2 Accuracy of Submitted Charges

You are responsible for the accuracy, legality, timing and authority of every Charge you submit, including that the amount is properly due, correctly attributed to the right tenancy and consistent with the tenancy agreement and applicable law. Where CasaPay parses a document or email into a Charge, automated parsing is a convenience only and does not transfer responsibility for accuracy to CasaPay; you must review postings in the Operator Portal and promptly report errors.

5.3 Tenant-Facing Communications

RentLink requests, reminders and dunning messages are sent to Tenants under CasaPay branding or co-branding. You must not instruct or encourage Tenants to treat CasaPay as the landlord, and you remain responsible for tenancy, property and lease communications.

6. Verification, KYC & Income Checks

6.1 Verification Scope

Where the relevant module is enabled, CasaPay may carry out identity, sanctions, adverse media, credit and income or affordability checks using document capture, liveness, Open Banking data, payroll data and third-party data sources. Verification outcomes may be positive, negative, referred for manual review or inconclusive.

6.2 Your Obligations

You must:

• Have a lawful basis and, where required, the necessary consents or notices in place before submitting an Applicant or Tenant for verification
• Submit only Applicants and Tenants who are genuine, and never screened profiles, fabricated identities or third-party identities used without authority
• Use verification outputs only for legitimate tenancy, affordability, fraud-prevention and guarantee purposes
• Not use outputs for automated decisions with legal or similarly significant effects without a lawful basis and required safeguards
• Apply your own fair, lawful and non-discriminatory decision-making, and comply with equality and anti-discrimination law

6.3 No Guarantee of Outcome

Verification reduces but does not eliminate risk. CasaPay does not warrant that any check will detect all fraud, misrepresentation, undisclosed liabilities or changes in an Applicant's circumstances, and is not liable for tenancy decisions you take or omit to take.

7. Rent Payments, Ledger & Payouts

7.1 Collection and Ledger

Rent and eligible Charges are collected through the payment rails available for the relevant market and configuration, which may include Open Banking pay-in, card payments, direct debit and bank transfer. Collected funds are posted to the tenancy ledger and sub-ledger, reconciled against the relevant Charge, and made available for Payout in accordance with your plan and Product Terms.

7.2 Payout Timing

Payout timing depends on the plan and configuration selected. Indicative plan behaviour is set out below; the Product Terms and any Commercial Agreement govern in each case.

Where a plan or Commercial Agreement provides for payout on a rent due date, that commitment applies only to eligible rent within the agreed Cover Limit and is subject to the exclusions, evidence requirements and dispute review in Section 8. CasaPay does not promise universal due-date payout to all operators, and plan positioning statements are not standalone payout commitments.

7.3 Payout Account and Instructions

You must nominate a payout account in your own legal name with an institution acceptable to CasaPay, and keep account and mandate details current. CasaPay is not liable for failed, delayed or misdirected payments caused by incorrect or outdated instructions, or by the actions or failures of banks, payment schemes or intermediaries.

7.4 Set-Off and Net Position

CasaPay may set off amounts you owe to CasaPay against amounts due to you, including fees, chargebacks, refunds, adjustment amounts, recovery costs and amounts recoverable following a cover payment. Where permitted and disclosed, CasaPay may also net amounts across plans or portfolios under the same operator entity.

7.5 Payment Services and Client Funds

Payment services are provided through CasaPay's payment partners, schemes and account providers. Funds collected for onward payment to operators are held and moved in accordance with the applicable payment arrangements and, where relevant, safeguarding or segregation requirements. CasaPay may use authorised payment institutions, electronic money institutions or credit institutions to provide elements of the Operator Services.

8. Rent Guarantee & Cover

8.1 Scope of Cover

Where a Guarantee is enabled for a tenancy, CasaPay may cover eligible unpaid rent up to the agreed Cover Limit and for the agreed Cover Term, subject to these Terms, the Product Terms and the Commercial Agreement. Cover applies to rent properly due and lawfully charged under an accepted tenancy, and does not cover amounts that fail the eligibility, evidence or exclusion requirements.

8.2 Cover Term and Price

Cover price, term and limits are shown in the Operator Portal or pricing pages at the point of configuration and may vary by market, portfolio, tenancy type, risk profile and negotiated Commercial Agreement. Cover is not a regulated insurance product and does not create an insurance contract unless a separate written agreement states otherwise.

8.3 Conditions Precedent to Payment

To claim under a Guarantee you must:

1. Have onboarded the tenancy, property and Tenant to CasaPay, with a signed tenancy agreement and a RentLink-based rent collection set up before the Arrears arose
2. Have charged rent in accordance with the tenancy agreement and applicable law, and not have waived or varied the rent without CasaPay's agreement
3. Have notified CasaPay of the missed payment within the period stated in the Product Terms
4. Have supplied complete and accurate evidence reasonably requested by CasaPay, including the tenancy agreement, rent ledger, confirmation of non-payment, communications with the Tenant, and any other documents needed to assess the claim
5. Have cooperated with CasaPay's reasonable recovery steps and not taken steps that prejudice recovery
6. Have complied with your obligations in Sections 13, 14 and 19 for that tenancy

8.4 Exclusions

Cover does not apply to amounts arising from or attributable to:

• Non-payment, insolvency or breach that existed, or was reasonably foreseeable, before CasaPay accepted the tenancy for cover, or undisclosed prior arrears
• Misrepresentation, fraud, fabricated documentation or undisclosed material facts by you, your staff or the Tenant
• Rent that contradicts an accepted tenancy, that was not properly due, or that was discounted, waived or varied without CasaPay's agreement
• Void periods, rent-free periods, refurbishment periods, utilities, service charges, damages beyond an agreed allowance, or any charge outside the agreed cover scope
• Legal restrictions, licensing or regulatory breaches that make the tenancy or rent unenforceable
• Your failure to comply with your obligations under these Terms or the applicable Product Terms
• Sanctions, war, terrorism, epidemics or other force majeure events

8.5 Assessment and Payment

CasaPay assesses claims on the evidence provided, may request further information, and may decline or reduce a claim where the conditions or exclusions above are not met. Approved cover payments are made to your nominated payout account within the period stated in the Product Terms. Where cover has been paid, CasaPay may pursue recovery from the Tenant and related parties and, subject to Section 30, may be subrogated to your corresponding rights against the Tenant to the extent of the amount paid.

8.6 Impact of Cover on Arrears

A cover payment does not extinguish the underlying debt, terminate the tenancy or discharge your obligations to the Tenant. Unless stated otherwise in the Commercial Agreement, you must assign, transfer or otherwise make available to CasaPay the corresponding arrears claim so that recovered amounts are shared in the agreed proportions.

9. No-Deposit Options

9.1 Availability and Acceptance

A No-Deposit Option may let an eligible Tenant move in without paying the full cash deposit upfront. It is available only where the option is enabled for the property, the Tenant is eligible, and you accept the option for that tenancy in the Operator Portal or through the RentLink flow.

9.2 Operator-Side Position

Where it applies, the No-Deposit Option provides operator-side cover up to the approved cover amount on the same basis as a cash deposit would have provided, subject to the Product Terms, exclusions and dispute review. The tenant-side fee for the standard option is published on the tenant pricing page and is charged to the Tenant, not to you.

9.3 Tenant Obligations and Recovery

Tenants remain responsible for rent, damage and tenancy-related amounts they owe under the No-Deposit Option tenant terms. Amounts paid or covered on a Tenant's behalf may be recoverable from the Tenant, and CasaPay may pursue recovery in accordance with Section 11.

9.4 Evidence and Claims

Claims against a No-Deposit Option follow the evidence, notification and assessment requirements in Section 8.3 and 8.5, applied to the covered amount. Deposits of evidence, condition reports, check-in and check-out records and damage documentation that you would normally hold for a cash deposit remain your responsibility to maintain.

10. Deposit Handling & Escrow

• Where a cash deposit is collected, CasaPay handles the deposit workflow, records and reporting in accordance with the applicable deposit protection scheme and market rules
• You are responsible for complying with deposit protection, registration and prescribed-information requirements that apply to you as the landlord or operator
• Deposit deductions, disputes and releases require your instruction and supporting evidence, and remain subject to scheme rules and applicable law
• CasaPay is not the decision-maker on deposit deductions and is not liable for your failure to register a deposit, serve prescribed information or comply with scheme requirements

11. Recovery, Arrears & Collections

11.1 Recovery Services

Where the Recovery module is enabled, CasaPay may send reminders, apply escalation and dunning sequences and, where appropriate, hand over Arrears to licensed third-party collection partners for collection in eligible jurisdictions. Recovery activity is conducted under CasaPay's processes and applicable law, and may include reasonable contact with the Tenant and, where lawful, with co-payers or guarantors.

11.2 Your Cooperation

You must promptly provide accurate information and evidence about the tenancy, the arrears and any related communications, and must not independently pursue the same arrears in a way that conflicts with, duplicates or undermines CasaPay's recovery or a guarantee claim, unless the Commercial Agreement allows it.

11.3 Costs and Recoveries

Recovery costs, third-party collection fees and any costs recoverable under law or the tenancy may be charged to the Tenant or recovered from amounts collected, or charged to you where the Product Terms or Commercial Agreement so provide. Recovered amounts are allocated in accordance with the applicable Product Terms and any agreed sharing with CasaPay.

11.4 Credit Reporting

Where CasaPay or its partners report payment or default information to credit reference or tenancy databases, it will do so only where lawful and in accordance with applicable data protection law and its privacy notices.

12. Fees, Billing & Payment

12.1 Plan and Module Fees

Operator fees are access and services pricing for the Operator Services. The published indicative structure is:

Actual rates, minimums, card or rail costs, market variations and included cover are shown in the Operator Portal or pricing pages and in any Commercial Agreement. Where these differ, the Commercial Agreement prevails. Setup and integration are free unless separately agreed, and no lock-in is assumed beyond any minimum term you agree.

12.2 Billing and Payment

• Fees are calculated on Rent Moved and chargeable events in each billing period and shown in the Operator Portal
• Fees are payable in the currency and on the terms stated in the Operator Portal or Commercial Agreement, and may be collected by deduction from Payouts, by direct debit or by invoice
• Fees are exclusive of VAT and other applicable taxes, which are added where required
• You must keep a valid payment method or mandate on file; failure to pay may result in suspension, set-off or termination
• Invoices and fee calculations may be disputed in good faith within the period stated in the Product Terms, with supporting evidence; undisputed amounts remain payable

12.3 Price Changes

We may change fees and pricing structures with at least 30 days' notice, unless a longer period is agreed in a Commercial Agreement or the change results from a legal, scheme or tax requirement. Notice of a price change is not a change to these Terms requiring separate acceptance, but you may terminate under Section 23 if you do not accept it.

12.4 Refunds

Fees for services already provided, including verification, cover periods and collection activity, are non-refundable except where these Terms or applicable law require otherwise, or where the Commercial Agreement provides a remedy.

13. Operator Obligations

You must:

• Let and manage properties lawfully, and hold all required licences, registrations and consents, including HMO, selective licensing and safety compliance where applicable
• Maintain accurate tenancy, property, rent and contact data in the Operator Portal, and update it when circumstances change
• Charge only amounts properly due under a valid tenancy, and issue rent requests and reminders lawfully and reasonably
• Provide Tenants with the information, notices and disclosures required by law, including information about CasaPay's role and the tenant terms
• Not misrepresent CasaPay's role, cover, guarantees or outputs to Tenants, Applicants, lenders, investors or third parties
• Cooperate with CasaPay's reasonable requests for information, evidence, audit and remediation, including for guarantee claims, disputes and regulatory enquiries
• Maintain appropriate insurance for your property and letting activity where required
• Promptly notify CasaPay of material changes to your business, ownership, licensing status, bank details or portfolio that affect the Operator Services
• Not use the Operator Services in a way that breaches sanctions, anti-money-laundering, anti-bribery, equality, consumer or data protection law

14. Tenant & Applicant Data

14.1 Your Responsibilities

Before submitting Tenant or Applicant data to CasaPay, you must have a lawful basis for doing so and, where required, have provided the necessary notices and obtained the necessary consents. You must not submit data that you have no right to share, that was obtained unlawfully, or that is excessive for the relevant purpose.

14.2 CasaPay Role

CasaPay processes Tenant Data for the purposes of providing the Operator Services, including verification, payment processing, ledger and reconciliation, recovery, cover assessment and dispute review, and for its own legal, regulatory, fraud-prevention and risk purposes. Roles, purposes, retention and transfers are described in the CasaPay Privacy Policy at casapay.com/privacy and, where applicable, in a data processing agreement.

14.3 Restrictions

You must not:

• Use Tenant Data obtained through CasaPay for unrelated marketing, sale, profiling or resale
• Retain Tenant Data longer than permitted or required by law
• Use CasaPay outputs to discriminate unlawfully, or to make decisions without the required human review or safeguards
• Share CasaPay-confidential data, verification outcomes or cover details with third parties except as required by law or permitted by CasaPay

15. Integration, API & Alias

15.1 Integration Access

Where you use the API, webhooks, embedded RentLink or a PMS/accounting integration, you are responsible for your integration's security, correctness and configuration, for keeping credentials confidential, and for monitoring status and webhook events. You must not exceed rate limits, circumvent security controls or use the API other than as documented.

15.2 Alias Use

• Aliases are issued to you for the purpose of submitting genuine charges for your own tenancies; they must not be shared publicly, published or reused for unrelated traffic
• CasaPay may rate-limit, suspend or withdraw Alias or parsing access where abuse, spam or apparent fraud is detected
• Automated parsing of documents and email into Charges is provided as-is; you must review postings and correct errors promptly

15.3 Platform Partners

If you make RentLink available to your own operator customers as a platform or PMS partner, you do so as a separate commercial relationship under a separate agreement with CasaPay. You are responsible for your customers' compliance with these Terms to the extent CasaPay's agreement with you requires, for onboarding accuracy, and for any representations you make about CasaPay products.

15.4 Sandbox and Beta Features

Sandbox environments, preview features and beta functionality are provided for testing, may change or be withdrawn at any time, and are provided without service-level commitment unless separately agreed.

16. Chargebacks, Reversals & Adjustments

• Where a Tenant, bank or scheme reverses, charges back or recalls a payment, the corresponding amount may be removed or held from your ledger and may be recovered from you or offset against future Payouts
• CasaPay may hold funds, request additional evidence or delay Payout where a transaction is disputed, investigated for fraud or subject to a scheme or regulatory hold
• You must provide reasonable evidence to support disputed charges where requested, including tenancy documents, invoice detail and communications
• Where a claim for covered rent is later found to be based on inaccurate or incomplete information, CasaPay may adjust the claim, recover the amount paid and apply fees or charges as permitted by the Commercial Agreement
• CasaPay is not responsible for reversals or failures caused by a Tenant's bank, a payment scheme, a card issuer or an error in your own instructions

17. Data Protection

17.1 Roles and Compliance

Each party will comply with applicable data protection law. Where CasaPay processes Tenant Data on your behalf as a processor, it does so under a data processing agreement, and the terms of that agreement apply. Where CasaPay determines purposes and means, including for payment services, risk, fraud prevention, guarantee administration and regulatory obligations, it acts as a controller as described in its Privacy Policy.

17.2 Sub-Processors and Transfers

CasaPay may use sub-processors, service providers and group companies to deliver the Operator Services, including verification, payment, hosting, support, analytics and collection partners. Where personal data is transferred outside the UK or EEA, CasaPay will use an appropriate transfer mechanism and safeguards as described in its Privacy Policy and any data processing agreement.

17.3 Security

CasaPay maintains administrative, technical and organisational measures designed to protect personal data against unauthorised access, loss, alteration or disclosure. You must maintain your own measures for your systems, access controls and any data you export or store outside CasaPay.

17.4 Breach Notification and Rights

Each party will notify the other without undue delay on becoming aware of a personal data breach affecting shared data. CasaPay will assist with data subject requests and impact assessments as required by law and the applicable data processing agreement.

18. Confidentiality

Each party will keep confidential the other's non-public business, commercial, technical, pricing, risk, portfolio and tenant-related information obtained in connection with the Operator Services, and use it only to perform or receive the services. These obligations do not apply to information that is public through no breach, independently developed, lawfully received from a third party without restriction, or required to be disclosed by law, regulation, regulator or court. Where disclosure is required, the disclosing party will, where lawful, give reasonable notice. Confidentiality obligations survive termination for the period stated in any Commercial Agreement and, if none, for three years.

19. Acceptable Use & Prohibited Conduct

You must not:

• Submit fabricated tenancies, Applicants or Charges, or create RentLinks to move funds for reasons unrelated to a genuine letting
• Use the Operator Services to process proceeds of crime, to breach sanctions, or in breach of anti-money-laundering, anti-bribery, tax or consumer law
• Discriminate unlawfully, including on protected grounds, in your use of verification, scoring or affordability outputs
• Interfere with the Operator Services, attempt unauthorised access, probe or bypass security, scrape data, or resell or white-label the services without a written agreement
• Misrepresent CasaPay's role, guarantees, cover or verification outcomes, or market yourself as CasaPay or an agent of CasaPay
• Submit payments or charges on behalf of a third party without their authority, or use another operator's account, alias or integration
• Circumvent fees, plan limits, cover limits or eligibility criteria, or use modules outside the scope of what you have agreed
• Use the Operator Services for short-term holiday lets, unrelated commerce or any activity outside the accepted rental use cases without CasaPay's written agreement

We may suspend access immediately where we reasonably believe prohibited conduct has occurred, and may terminate in accordance with Section 23.

20. Intellectual Property & Brand

CasaPay and its licensors own all rights in the Operator Services, the platform, software, APIs, documentation, data models, brand, logos, trade marks and any improvements or derivative works. You receive a non-exclusive, non-transferable, revocable licence to use the Operator Services for your internal business purposes for the term of your agreement, and to display CasaPay branding strictly in accordance with CasaPay's brand guidance. You grant CasaPay a licence to use your name and logo to identify you as a customer only with your prior written consent. You must not reverse engineer, copy or create derivative works from the Operator Services except as permitted by law, and you must not remove proprietary notices. Nothing in these Terms transfers ownership of intellectual property.

21. Service Levels, Availability & Support

• Support and service levels are provided as described in the Operator Portal or Commercial Agreement; unless a separate SLA is agreed, the Operator Services are provided without a target availability commitment
• We aim to maintain continuous availability, but the Operator Services depend on third parties including banks, payment schemes, data providers, credit reference agencies and cloud infrastructure, and may be affected by maintenance, changes or outages outside our control
• Planned maintenance is scheduled where reasonably practicable outside peak operating windows
• Where an SLA applies, your sole remedy for a failure to meet it is the service credit stated in the Commercial Agreement, unless the agreement provides otherwise

22. Service Changes & Product Terms

• We may evolve, add, reconfigure or withdraw modules, plans, payment rails, cover options or market availability, and may update Product Terms, with notice appropriate to the change and at least 30 days for material detrimental changes
• Product Terms stated at the point of configuration form part of these Terms for the relevant service
• Features described as experimental, preview, coming soon or pilot are not commitments, and no availability or outcome is promised for them
• Nothing on the CasaPay website, pricing pages, sales materials or demonstration environments constitutes a contractual commitment unless expressly included in these Terms or a Commercial Agreement

23. Term, Suspension & Termination

23.1 Term

These Terms apply from the date you accept them or first use the Operator Services and continue until terminated in accordance with this Section or any Commercial Agreement.

23.2 Suspension

We may suspend all or part of the Operator Services immediately, with notice where practicable, where:

• Required by law, regulation, a regulator, a court, a payment scheme or one of our partners
• We reasonably suspect fraud, financial crime, sanctions exposure or misuse
• Fees are overdue or a payment mandate fails
• You breach these Terms or the Commercial Agreement in a way that creates risk to Tenants, CasaPay or third parties

Where practicable we will limit the suspension to the affected portfolio, module, property or market.

23.3 Termination

Either party may terminate for material breach that is not remedied within 30 days of written notice, or immediately where the other party becomes insolvent, enters administration or liquidation, or ceases to trade. You may terminate in accordance with any notice period in your Commercial Agreement, and we may terminate on the notice period stated in the Product Terms or Commercial Agreement.

23.4 Effects of Termination

• Access to the Operator Services ends on the effective date, except for wind-down access we reasonably provide
• Fees accrued remain payable; outstanding claims, cover and recovery activity are handled as set out in the Commercial Agreement and Product Terms
• Active tenancies processed through RentLink, live cover periods and pending claims continue to be handled in accordance with the applicable Product Terms and any agreed transition plan
• Where you have a duty of care to your Tenants, you must notify them of the change and provide them a lawful alternative payment arrangement
• Data is retained and deleted in accordance with the Privacy Policy, the data processing agreement and legal retention requirements
• Sections that by their nature should survive (including fees, liability, indemnity, confidentiality, data protection and governing law) survive termination

24. Liability

24.1 Business Only

These Terms are for business users. Nothing in these Terms limits liability that cannot be limited by law, including for fraud, fraudulent misrepresentation, wilful misconduct, or death or personal injury caused by negligence.

24.2 Exclusions

To the maximum extent permitted by law, neither party is liable for indirect or consequential loss, or for loss of profit, revenue, rent, anticipated savings, goodwill, business or business opportunity, whether direct or indirect, arising out of or in connection with the Operator Services.

24.3 Liability Cap

Except for the matters in Section 24.1, each party's total aggregate liability arising out of or in connection with these Terms in any 12-month period is limited to the greater of (a) the fees paid or payable by you to CasaPay in the 12 months before the event giving rise to the claim, and (b) £100 or €100. Where a Commercial Agreement sets a different cap, that cap applies.

24.4 Cover and Claims

Approved Guarantee and No-Deposit Option cover payments are made in accordance with Section 8 and the relevant Product Terms. Payments made under a Guarantee are not damages and do not extend the liability cap, but cover is limited to the applicable Cover Limit and Cover Term and is subject to the conditions and exclusions in Section 8.

24.5 Allocation of Risk

You acknowledge that fees reflect this allocation of risk, that you are better placed than CasaPay to assess and manage your tenants, properties and letting activity, and that it is reasonable to limit CasaPay's liability accordingly.

25. Indemnification

You agree to indemnify, defend and hold harmless CasaPay, its group companies, officers, employees and partners against claims, losses, liabilities, fines, penalties, damages and reasonable costs (including legal costs) arising from:

• Your breach of these Terms or any Commercial Agreement
• Your letting, property, licensing, tax or tenancy activity, including claims by Tenants, Applicants, co-payers, guarantors or third parties
• Charges you submitted that were not properly due, lawfully charged or correctly attributed
• Your unlawful or unauthorised use of Tenant Data, or your failure to obtain required consents or notices
• Your misrepresentation of CasaPay's role, cover, verification or guarantees
• Your breach of applicable law, including sanctions, anti-money-laundering, anti-bribery, equality and consumer law

CasaPay will notify you of relevant claims and may assume or participate in the defence where the claim concerns CasaPay, its partners or its regulatory position.

26. Insurance & Regulatory Status

• CasaPay provides the Operator Services through its group entities and authorised partners. Payment services are provided through appropriately authorised payment institutions, electronic money institutions or credit institutions
• Guarantee and cover arrangements are contractual arrangements provided by CasaPay or its partners, and are not insurance unless a separate written agreement states otherwise
• Nothing in these Terms or on the CasaPay website should be read as a statement that every CasaPay product is regulated, insured, underwritten or available in every market
• You must maintain your own insurance for your property, letting and business risks; CasaPay's cover does not replace your insurance
• Where a Commercial Agreement references an insurance or reinsurance partner, that partner's terms apply to the relevant arrangement

27. Force Majeure

Neither party is liable for failure or delay in performance caused by events beyond its reasonable control, including natural disasters, war, terrorism, civil unrest, epidemics or pandemics, government or regulatory action, sanctions, cyber attacks, or failures of utilities, banks, payment schemes or infrastructure. The affected party will notify the other promptly and use reasonable efforts to mitigate. If a force majeure event continues for more than 60 days, either party may terminate the affected services without penalty.

28. Dispute Resolution

1. Operational escalation: raise the issue with your CasaPay account or implementation contact so it can be handled operationally, including any fee or claim dispute
2. Formal notice: if unresolved, either party may give written notice of a dispute to legal@casapay.com, describing the issue and the outcome sought
3. Senior review: the parties will use reasonable efforts to resolve the dispute through senior representatives within 30 days of formal notice
4. Mediation: if not resolved, the parties may refer the dispute to mediation, with costs shared unless agreed otherwise
5. Proceedings: if the dispute remains unresolved, either party may bring proceedings in accordance with Section 29

Nothing in this Section prevents either party from applying for urgent injunctive or interim relief, or from pursuing undisputed amounts due.

29. Governing Law & Jurisdiction

29.1 UK Entity

Where the contracting entity is CasaPay Ltd, these Terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, unless a Commercial Agreement provides otherwise.

29.2 EU Entity

Where the contracting entity is CasaPay OÜ, these Terms are governed by the laws of Estonia, and the courts of Estonia have exclusive jurisdiction, unless a Commercial Agreement provides otherwise.

29.3 Language

These Terms are provided in English. If translated, the English version prevails in case of conflict.

30. General Provisions

• Entire agreement: these Terms, together with the Privacy Policy, Product Terms and any Commercial Agreement, constitute the entire agreement between the parties regarding the Operator Services and supersede prior discussions and marketing materials
• Order of precedence: a signed Commercial Agreement, including any guarantee schedule or data processing agreement, prevails over these Terms to the extent of any conflict
• Assignment: you may not assign or transfer these Terms without our written consent; CasaPay may assign to an affiliate or successor with notice to you
• Notices: notices to you may be given by email to your registered operator contact or through the Operator Portal, and are deemed received 24 hours after sending; notices to CasaPay should be sent to legal@casapay.com
• Subcontracting: CasaPay may subcontract elements of the Operator Services to vetted partners while remaining responsible for their performance to the extent stated in these Terms
• No partnership or agency: nothing in these Terms creates a partnership, joint venture, agency, franchise or employment relationship between the parties
• Third-party rights: no third party may enforce these Terms unless expressly stated
• Reference: CasaPay may identify you as a customer with your prior written consent
• Severability and waiver: if any provision is invalid or unenforceable, the remainder stays in effect; failure to enforce a provision is not a waiver
• Electronic acceptance: electronic acceptance, including by clicking to accept or by continued use of the Operator Services, is legally binding

31. Contact Information

CasaPay Ltd (United Kingdom)

• Address: 71-75 Shelton Street, Covent Garden, London WC2H 9JQ, United Kingdom
• Company Number: 14806725
• Phone: +44 20 4579 5890
• Email: support@casapay.com

CasaPay OÜ (Estonia / European Union)

• Address: Narva mnt 5, 10117 Tallinn, Estonia
• Registry Code: 16781169
• Phone: +372 668 2648
• Email: support@casapay.com

General Enquiries

• Operator sales and onboarding: casapay.com/partner/operator
• Support: support@casapay.com
• Legal and contracting: legal@casapay.com
• Privacy and data protection: privacy@casapay.com
• Tenant terms: casapay.com/terms

These Operator Terms are a draft prepared for internal and legal review. They are operator-facing and apply to business users only; tenant use of CasaPay remains governed by the CasaPay Tenant Terms & Conditions. Nothing in these Terms should be read as a statement that every CasaPay product is regulated, insured, underwritten or available in every market.

© 2026 CasaPay. All rights reserved.