Terms of Service

1. Acceptance of these terms

By creating an account, submitting a rental application, or using the resident portal, you agree to these Terms of Service and to our Privacy Policy. If you are agreeing on behalf of a company or property-management business, you represent that you have authority to bind that entity.

2. What TenantPilot provides

TenantPilot is rental management software for landlords and property managers. It provides property and unit records, listings and online rental applications, tenant screening through third-party providers, lease management and electronic signature, rent collection and accounting, maintenance tracking, and resident messaging.

TenantPilot is a software tool, not a party to your lease. We are not a landlord, property manager, broker, bank, lender, or collection agency. The rental relationship is between the Organization and the resident.

3. Accounts and user roles

Organizations are landlords or property managers who subscribe to TenantPilot. The Organization owns its data and controls who on its team can access it.

Applicants and residents use the public application form and the resident portal. Their information is held on behalf of the Organization they applied to or rent from.

You must be at least 18 and provide accurate information. You are responsible for your credentials and for activity under your account, and must notify us promptly of unauthorized use.

4. Rent payments, fees, and returns

Payments are processed by Stripe; bank accounts are verified through Plaid. To receive rent, an Organization must complete identity and business verification with our payment partner and link a receiving bank account.

Processing fees

A processing fee applies to online payments and is disclosed before a payment is confirmed. Fees differ by method — paying by bank account is the lowest-cost option, and paying by card costs more. The Organization receives the full rent amount.

Authorization

When you submit a payment or enable automatic payments, you authorize us and our payment partner to debit the payment method you selected for the amounts shown. Automatic payments continue until you turn them off; you may do so at any time in the resident portal.

Returned and disputed payments

Bank payments can be returned after submission — for example, for insufficient funds. A returned or disputed payment reverses the credit to your account, and the balance (plus any fee your lease or applicable law permits) becomes due again. Bank payments typically take one to three business days to clear and appear as processing until then.

Payments made through TenantPilot do not by themselves satisfy or modify your lease. Disputes about amounts owed are between the resident and the Organization.

5. Tenant screening and fair housing

Screening reports are produced by third-party consumer reporting agencies and are governed by the Fair Credit Reporting Act (FCRA) and comparable state laws.

TenantPilot does not make, and does not assist in making, rental decisions. We do not evaluate applicants or recommend outcomes.

6. Electronic signatures and records

TenantPilot supports electronic signature through third-party providers. By signing electronically you consent under the federal ESIGN Act and applicable state UETA laws to use electronic records and signatures, and you agree they have the same effect as handwritten ones. You may request a paper copy from your Organization. You need a device with internet access and the ability to view and retain PDF documents.

7. Text messages

TenantPilot sends only transactional service messages about an existing rental relationship — rent reminders and payment activity, maintenance and support ticket updates, and account notices. We do not send marketing or promotional texts.

Message frequency varies. Message and data rates may apply. Reply STOP to opt out at any time or HELP for help. Carriers are not liable for delayed or undelivered messages. Opting out does not change your lease obligations — we will continue to contact you by email or other means. See the Privacy Policy for how we handle mobile information.

8. Acceptable use

You agree not to:

• Submit false, misleading, or fraudulent information, including on a rental application.
• Use the service to harass, discriminate against, or unlawfully retaliate against anyone.
• Upload malware, attempt to breach security, or access data belonging to another Organization.
• Scrape, resell, or reverse engineer the service, or use it to build a competing product.
• Use the service for any unlawful purpose or in violation of housing or lending laws.

9. Your content and data

Organizations retain ownership of the data they put into TenantPilot. You grant us a limited license to host, process, and display that data solely to provide and improve the service, and as described in the Privacy Policy. We may use aggregated, de-identified information that does not identify any person or Organization to operate and improve the product.

10. No legal, tax, or financial advice

11. Third-party services

The service integrates providers for payments, bank verification, screening, electronic signature, messaging, and analytics. Your use of those features is also subject to the provider’s terms. We are not responsible for third-party acts, omissions, outages, or content, though we choose providers with care.

12. Subscription and cancellation

Paid plans renew for successive terms until cancelled, and fees are billed in advance and are non-refundable except where required by law. We may change pricing with prior notice, effective at your next renewal. An Organization may cancel at any time; access continues through the end of the paid term. You are responsible for exporting your data before your account closes.

13. Availability and support

We work to keep TenantPilot available and reliable but do not guarantee uninterrupted service. Maintenance, updates, and factors outside our control may cause downtime. We may modify or discontinue features, and will give reasonable notice before removing material functionality.

14. Disclaimers

The service is provided “as is” and “as available,” without warranties of any kind, express or implied, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the service will be error-free, secure, or that it will meet your requirements or comply with the laws applicable to your properties.

15. Limitation of liability

To the maximum extent permitted by law, TenantPilot is not liable for indirect, incidental, special, consequential, or punitive damages, or for lost profits, lost rent, lost data, or business interruption. Our total liability for any claim relating to the service is limited to the amounts you paid us in the twelve months before the event giving rise to the claim. Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you.

16. Indemnification

You agree to indemnify and hold TenantPilot harmless from claims, damages, and reasonable legal fees arising from your use of the service, your violation of these terms or applicable law, your rental decisions and lease relationships, and any dispute between an Organization and an applicant or resident.

17. Suspension and termination

We may suspend or terminate access if you breach these terms, if required by law, or if your use creates risk to the service or other users. You may stop using the service at any time. Sections that by their nature should survive termination — including data ownership, disclaimers, limitation of liability, and indemnification — will survive.

18. Changes to these terms

We may update these terms as the product and the law change. We will revise the “last updated” date and, for material changes, give additional notice. Continuing to use TenantPilot after an update means you accept the revised terms.

19. Governing law and disputes

These terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict-of-law rules. You and TenantPilot agree that the state and federal courts located in or serving the City of Manassas, Virginia have exclusive jurisdiction and venue over any dispute arising from or relating to these terms or the service.

Before filing a claim, please contact us at support@mytenantpilot.com so we can try to resolve it directly.