Terms of Service

1. The service

Unpickled (“we”, “us”, “our”) provides a maintenance coordination platform for independent landlords (“you”, “your”). By creating an account you agree to these terms. The service is provided as-is for informational and coordination purposes only.

2. Geographic availability

Unpickled is currently available to landlords with rental properties in the United States, the United Kingdom, and Canada. By creating an account you confirm that your properties are located in one of these countries. We may expand to additional jurisdictions in the future.

3. Your account

You are responsible for maintaining the security of your account. You must be at least 18 years old to use Unpickled. You may not use the platform for any unlawful purpose.

4. AI-generated content

Unpickled uses AI to draft responses and triage requests. All AI-generated content requires your explicit approval before it is sent to tenants or contractors. You are responsible for reviewing and approving any content before it is dispatched. Unpickled does not guarantee the accuracy of AI suggestions.

5. No legal advice

Nothing in Unpickled constitutes legal, safety, or property management advice. Emergency situations should always be escalated to the appropriate emergency services immediately. The platform does not provide eviction guidance, interpret tenancy law, or advise on landlord–tenant disputes.

6. Tenant communications

Tenants can submit maintenance requests to you via SMS to your dedicated Twilio number or through your property's web form. By using Unpickled you confirm that you have the right to communicate with your tenants via these channels and on the numbers provided. You are responsible for compliance with applicable telecommunications and data protection laws in your jurisdiction.

No automated message is sent to a tenant without your explicit approval, with the exception of an initial receipt acknowledgement for the first SMS from a new number. Web form submissions do not trigger any automated outbound message.

7. Tenant data and your responsibilities

When you use Unpickled, you input personal data belonging to your tenants — including names, phone numbers, and details of maintenance issues. You are the data controller for this tenant data and are responsible for ensuring you have lawful grounds to collect and process it (for example, as part of your tenancy agreement or legitimate interest in managing the property).

Unpickled acts as a data processor on your behalf. We process tenant data only to provide the service — triaging requests, drafting responses, and generating work orders. We do not sell, share, or use tenant data for any purpose other than delivering the service to you.

For full details on how we handle personal data, see our Privacy Policy.

8. Data retention

Maintenance records — including request details, messages, photos, and work orders — are retained for the duration of your account and for a statutory retention period after account closure or tenant departure. This is necessary to support dispute resolution, insurance claims, regulatory audits, and legal compliance.

• Active tenants: Data is retained for as long as the tenant is linked to one of your properties.
• Departed tenants: After a tenant moves out, their personally identifiable information (name and phone number) is automatically anonymised after 3 years. The maintenance records themselves (request descriptions, timelines, work orders) are retained in anonymised form for a further 3 years (6 years total from departure), after which they are permanently deleted.
• Account deletion: If you delete your account, we anonymise your personal information (name, email, phone) immediately. However, maintenance records are retained in anonymised form for the remainder of the statutory retention period (up to 6 years from the most recent record). This ensures that records remain available if needed for tenant disputes, housing authority inquiries, or insurance claims that may arise after you stop using the service.

You may request early deletion of specific records by contacting us. We will comply where there is no overriding legal obligation to retain the data.

9. Account deletion

You may delete your account at any time from your account settings. Upon deletion:

• Your login credentials and personal profile are removed immediately.
• Your active subscription is cancelled; no further charges will be made.
• Your dedicated Twilio phone number is released and can no longer receive messages.
• Maintenance records, messages, and work orders are retained in anonymised form as described in section 8 (Data retention).
• Contractor directory entries are permanently deleted, as they are not subject to statutory retention requirements.

Account deletion is irreversible. We recommend exporting any data you need before requesting deletion.

10. Third-party services

Unpickled relies on the following third-party services to deliver the platform:

• Twilio — SMS messaging infrastructure. Tenant phone numbers and message content are processed by Twilio to send and receive text messages.
• Anthropic (Claude AI) — AI triage and draft generation. Message content is sent to Anthropic's API for urgency classification and response drafting. Anthropic does not retain input data for model training.
• Stripe — Payment processing. Your payment information is handled directly by Stripe; we do not store card numbers or banking details.
• Supabase — Database hosting and authentication. All data is stored on Supabase infrastructure with encryption at rest.
• Vercel — Application hosting, delivery, and anonymous usage analytics. Vercel Analytics collects cookie-free, anonymous page view data (no personal information) to help us understand which features are used.
• Sentry — Error monitoring. When an application error occurs, diagnostic information (error message, stack trace, browser/device type) is sent to Sentry to help us identify and fix issues. No personal data is collected unless an error occurs in a context that includes it.

11. Billing

Subscriptions are billed on a monthly or annual basis, depending on the plan you select. You may cancel at any time; cancellation takes effect at the end of the current billing period. We do not offer refunds for partial periods. If your subscription lapses, your data is retained for 90 days before the account deletion process in section 9 begins automatically.

12. Fair housing

AI triage is based solely on the nature of the maintenance issue reported — never on tenant identity, demographics, or protected characteristics. You are responsible for ensuring that your use of the platform complies with all applicable fair housing laws and anti-discrimination legislation.

13. Limitation of liability

Unpickled is not liable for any indirect, incidental, or consequential damages arising from your use of the platform, including but not limited to: property damage resulting from delayed maintenance response, miscommunication with tenants or contractors, or inaccurate AI-generated content that you approved and sent. Our total liability is limited to the amounts paid by you in the three months preceding the claim.

14. Governing law

These terms are governed by the laws of your jurisdiction of residence. For US users, disputes are subject to the laws of the State of Delaware. For UK users, the laws of England and Wales apply. For Canadian users, the laws of the Province of Ontario and the federal laws of Canada apply. Nothing in these terms limits any consumer protection rights that apply to you by law.

15. Changes to these terms

We may update these terms from time to time. We will notify you of material changes via email at least 30 days before they take effect. Continued use of the service after the effective date constitutes acceptance.

16. Contact

Questions about these terms? Email us at legal@getunpickled.com.