Last updated: 11 May 2026
These terms govern your use of the Venelo platform. By registering an account or making a purchase, you agree to these terms. Please read them carefully.
Venelo is an AI-powered letting platform for property professionals, providing an AI Concierge service available at venelo.ai.
These terms form a legal agreement between you (the letting agency or property professional) and Venelo. Contact us at hello@venelo.ai with any questions before registering.
Venelo is intended for use by letting agencies, landlords, and property professionals operating in the United Kingdom. By registering, you confirm you are acting in a professional or business capacity, not as a consumer.
A 24/7 AI letting agent that handles tenant enquiries via WhatsApp, pre-vets applicants, proposes and books viewings, and briefs your team. Available on three tiers:
All Concierge tiers include AI listing tools at no additional charge — enhanced listing copy, channel-ready versions, Chinese market edition, local area intelligence, image enhancement, and a property video teaser — applied automatically to each active listing.
For agencies that require standalone AI listing tools without a Concierge subscription, please contact hello@venelo.ai.
Enterprise is designed for large accommodation operators, including purpose-built student accommodation (PBSA) providers, build-to-rent operators, co-living platforms, and multi-site letting agencies. Enterprise customers do not subscribe through the standard online flow — pricing, listing allocations, conversation volumes, response capacity, and onboarding terms are agreed individually and documented in a separate commercial agreement between Venelo and the operator.
In the event of any conflict between these Terms and an Enterprise commercial agreement, the terms of the commercial agreement prevail. To enquire about Enterprise, contact hello@venelo.ai.
Concierge subscriptions are billed monthly on a rolling basis from the date of your first payment. Subscriptions renew automatically each month on the same calendar date as your initial sign-up. Annual subscriptions are also available at a discounted rate (equivalent to 2 months free) and renew automatically each year on the anniversary of your first payment.
You will receive an email receipt from Stripe for every successful payment. Failed payments result in immediate suspension of the Concierge service until payment is resolved.
Upgrades — you may upgrade your tier at any time. The upgrade takes effect immediately and billing is adjusted on a prorated basis for the remainder of the current billing period.
Downgrades — you may downgrade your tier at any time by emailing hello@venelo.ai. The downgrade takes effect at the end of your current billing period. You retain your current tier's features and limits until that date.
Venelo reserves the right to change subscription pricing with 30 days' notice, communicated by email to your registered address.
You may cancel your Concierge subscription at any time by emailing hello@venelo.ai.
Cancellation takes effect at the end of your current billing period. You retain full access to the Concierge and all platform features until that date. No further charges are made after cancellation. No refund is issued for the unused portion of the current billing period.
On expiry, the Concierge stops responding to new enquiries. Confirmed viewings already booked are unaffected. Your lead inbox and listing data remain accessible.
If you are not satisfied with Venelo within the first 14 days of your initial subscription, contact us at hello@venelo.ai and we will issue a full refund of your first month's payment. This applies to your first subscription purchase only and does not apply to renewals or standalone tool purchases.
To protect the integrity of this guarantee, AI-generated listing content and file exports — including video teasers, enhanced listing images, and content variants — are not available for external download during the first 14 days of a subscription. All AI-generated content is active on your live listing pages and Concierge conversations from day one; only file-level export is deferred. Exports unlock automatically on day 15 if you continue your subscription.
If you cancel and request a refund within 14 days and have not exported listing content files, we will refund your subscription in full. Accounts that attempt to export AI-generated listing content and then request a refund within the 14-day window are not eligible for the money-back guarantee.
For agencies requiring specific AI listing tools without a Concierge subscription, standalone purchases are available on request — contact hello@venelo.ai. Standalone purchases are one-off payments for AI-generated content tied to a specific listing. Once the AI has processed and delivered the output, the purchase is non-refundable. If a technical failure prevents delivery, we will reprocess or issue a full refund. Standalone purchases are not covered by the 14-day money-back guarantee.
You agree not to:
We reserve the right to suspend or terminate accounts that violate these terms without notice.
The Venelo Concierge discloses its AI nature to tenants in the opening message of every conversation. This disclosure is automatic and mandatory on all subscription tiers. Venelo accepts no liability for any consequence arising from an agency attempting to misrepresent the AI as a human agent.
The Concierge operates solely on the basis of listing information provided by the letting agency. It does not independently verify, supplement, or assume any details about a property. It is not designed to infer information that has not been explicitly provided. If listing information is inaccurate, incomplete, out of date, or misleading, the Concierge's responses will reflect those inaccuracies. Venelo accepts no liability for this. The letting agency is solely responsible for the accuracy of all information submitted to the platform and for keeping it current.
A confirmed viewing arranged through the Concierge is a viewing appointment only. It does not constitute a tenancy offer, a tenancy agreement, or any binding commitment on the part of the letting agency or Venelo. All tenancy agreements are the sole legal responsibility of the letting agency and the prospective tenant.
Venelo's AI may assign an intent score to an enquiry (Hot / Warm / Browsing) to assist agencies in prioritising responses. This scoring is informational only and does not constitute a credit or character assessment, a formal vetting decision, or a recommendation with any legal or regulatory significance.
By using the Venelo platform, you warrant that:
Venelo reserves the right to suspend or remove listings where there is evidence of inaccurate, misleading, or unlawful information.
AI-generated content produced by Venelo (listing copy, ready-to-post versions, local intelligence, voiceover scripts, motion teasers) is provided for your use in marketing the relevant property. You retain responsibility for reviewing all AI-generated content before publishing. Venelo retains ownership of the platform, its code, and all underlying AI systems.
Venelo provides the platform on an "as is" basis and makes no warranty that it will be uninterrupted, error-free, or suitable for any particular purpose. To the maximum extent permitted by law, Venelo's liability for any claim arising from use of the platform is limited to the subscription fees paid by you in the 3 months preceding the claim.
Venelo is not liable for lost viewings or lettings, tenant behaviour following a Concierge conversation, decisions made by letting agents based on AI-generated content, or any indirect or consequential loss.
Venelo accepts no liability for claims arising from inaccurate, outdated, or misleading listing information provided by the letting agency. By using the platform, the agency indemnifies Venelo against any third-party claim — including claims from prospective tenants — arising directly from inaccurate, incomplete, or unlawful listing information submitted to the platform.
Letting agencies using the Venelo platform remain solely responsible for compliance with all applicable UK lettings legislation, including but not limited to the Renters' Rights Act 2025, the Consumer Rights Act 2015, the Equality Act 2010, licensing requirements under the Housing Act 2004, and all other regulations governing the letting of residential property in England and Wales.
Venelo is not a letting agent, is not registered with a property redress scheme, and is not a party to any tenancy or licence agreement. The Venelo Concierge facilitates enquiry handling and viewing bookings only. Nothing in a Concierge conversation — including proposed viewing slots, property descriptions, pricing, or availability — constitutes a legal offer, a contractual commitment, or regulatory advice of any kind.
Where there is any conflict between information embedded in a listing and applicable law or regulation, the law and regulation take precedence. Venelo reserves the right to intervene or restrict Concierge functionality where a listing appears to be configured in a manner inconsistent with UK law.
Agencies operating in the purpose-built student accommodation (PBSA) sector should be aware that different legislative frameworks apply to licence-based student accommodation, and that applicable regulations in this sector continue to evolve. Agencies are responsible for obtaining their own legal advice to ensure compliance with the regulations applicable to their specific operating context.
Venelo may include tenancy, notice, contract-type and property-classification fields to help route tenant enquiries and reduce the risk of incorrect automated responses. The following obligations apply to all subscribers:
We may update these terms as the platform evolves. The "Last updated" date at the top of this page reflects the most recent revision. We will notify agency customers by email for any material changes. Continued use of the platform after notification constitutes acceptance of the revised terms.
These terms are governed by the laws of England and Wales. Any disputes arising from these terms or your use of the platform shall be subject to the exclusive jurisdiction of the courts of England and Wales.
For questions about these terms or your subscription:
hello@venelo.ai
We aim to respond within 2 business days.