Resident Benefits Agreement

1. What this agreement is

This is the agreement between you and Latchel, Inc., a Delaware corporation (“Latchel”, “we”, “us” or “our”), for a resident benefits package you bought from us and pay us for. It is written to be read. If something is unclear, email support@latchel.com and ask.

It incorporates the Latchel Terms of Use and the Latchel Privacy Policy. Where this agreement conflicts with the Terms of Use, this agreement controls for your benefits package.

This is not your lease, and we are not your landlord. Your lease is between you and your landlord. Nothing here changes it, and nothing here makes Latchel your landlord or a party to your tenancy. Rent, deposits, repairs your landlord owes you, and anything else about your tenancy go to your landlord, not to us.

2. How you agree to it

You agree to this agreement when you complete signup and provide a payment method. We show you the price, the billing period and the renewal terms before you pay, and we ask you to agree to them.

After you buy, we send you a confirmation by email containing the terms of your package, the price, the billing period, the renewal terms and how to cancel. Keep it.

The version and effective date are at the top of this page.

3. What you get

Your package is the one described to you at purchase and in your confirmation email. Packages generally include some combination of:

• Reimbursement for certain household costs you would normally pay yourself, up to the limit stated at purchase. See section 6.
• Help requesting home services — cleaning, lawn care, light handyman work, carpet cleaning, move-out help, junk removal and similar. See section 7, which explains who actually does the work.
• Access to a benefits hub — offers from other companies, such as credit reporting, cash back on insurance and rewards programs.

Hub benefits are sold by other companies, not by us. Each is provided by the company offering it, on that company’s own terms, with its own price and its own payment relationship with you. We do not provide, control, warrant or take responsibility for them, and any of them may change or end. Read the terms of anything you sign up for through the hub.

4. Who can buy it

You must be 18 or older, live in the United States in an area we serve, and be able to enter into a binding contract. You must give us accurate contact and address information and keep it current.

5. Price, renewal and cancellation

1. Price and billing period. We show you both before you pay, and repeat them in your confirmation email. You authorize us to charge the payment method you provide for the package and for anything else you order from us.
2. How to cancel. Cancel in your account settings, or by emailing support@latchel.com. Cancelling is at least as easy as signing up was — if you signed up online you can cancel online, without calling anyone and without being transferred. We do not pro-rate a partial period unless the law requires it.
3. Price changes. We will email you at least 30 days before any change to your recurring price takes effect, and tell you how to cancel. If you do not want to pay the new price, you can cancel before it takes effect.
4. Payments. Charges are processed by Stripe, Inc. Money we pay out to you, such as a reimbursement, is sent through Ramp Business Corporation. Those companies handle your card and bank details under their own terms; we do not store them.
5. Home service prices are quoted before work is scheduled and are separate from your package price. See section 7.
6. Failed payments. If a payment fails we may retry it and may pause your benefits until it clears. We will tell you.

6. Reimbursements

Most packages reimburse certain costs you would otherwise pay yourself — a plumbing clog, a garbage disposal jam, a lockout — up to the limit stated at purchase.

• This is not insurance. It is a contractual benefit we provide. We are not an insurer, this is not a policy, and it does not replace renters insurance.
• What is covered, what is excluded and the limit are those stated at purchase and in your confirmation email. Read them.
• To claim, submit the request through us — not directly to a vendor — and give us what we ask for, including receipts where relevant.
• We decide reimbursement requests reasonably and in good faith, and will tell you why if we decline one. If you disagree, write to support@latchel.com and we will look at it again.
• Reimbursement does not cover anything your landlord is responsible for, damage caused intentionally, or anything excluded at purchase.

7. Home service requests

You can call or text us to make a request and we will pass it along. Prices are quoted by the partner before work is scheduled, and are separate from your package price. If the scope changes once someone is at your home, agree the change with them.

Use your own judgment about who you allow into your home, and please treat the people who come courteously and give them safe and reasonable access to do the work.

8. Calls and text messages

Calls may be recorded. Calls to and from Latchel, including calls answered by our AI, may be monitored, recorded and transcribed for quality, staff training, dispute resolution, safety and service improvement. Where the law requires everyone’s consent — as it does in California, Washington and other states — we give notice at the start of the call, and by continuing the call you consent to being recorded. If you would rather not be, you may decline or ask to continue by another channel.

When you are talking to our AI rather than a person, we tell you so.

Text messages. We text from a range of numbers, which may include ten-digit local numbers, toll-free numbers and short codes. Message frequency varies and message and data rates may apply.

• Automated and bulk messages — reply STOP to any of them and we stop sending across every number we send automated messages from for that messaging program. Reply HELP for help.
• Messages a person sends you, such as someone working on your request, stop per number: reply STOP to that number.
• To stop everything, email privacy@latchel.com.

We only send marketing texts to people who have agreed to receive them, and agreeing to marketing is never a condition of buying anything. Opting out of service messages may affect our ability to handle your requests.

9. Your information

The Privacy Policy explains what we collect and why. Two points matter here.

We are responsible for your information. You bought from us directly, so we hold your information in our own right. If you ask us to access, correct, delete or export it, we handle your request ourselves — see Your Privacy Choices. We do not route it to anyone else.

How we use it to improve the service. We use information generated through the service to operate and improve it, including to develop, train, test and evaluate the models behind features such as triage, troubleshooting and our AI front office. Your information is de-identified or aggregated before it is used to train any model, so it can no longer reasonably be linked to you or your household, or used to infer information about you. De-identification may be carried out by us or by a vendor acting on our behalf under contract. The licence you grant in the Terms of Use, section 26, covers this use, including the right described there to create de-identified and aggregated data and to license and commercialize it in de-identified form. We do not sell your personal information, we do not permit any vendor to use it for their own purposes including to train their own models, we take no ownership of your information by using it, and we do not create voiceprints or other biometric identifiers. Anyone we license de-identified data to is prohibited by contract from trying to re-identify it, and from trying to identify any person from it, including by voice.

10. Your responsibilities

You agree to:

• give us accurate information, and keep your contact details current;
• use the service for your own household, not for a business;
• not request services for a property you are not authorized to have work done at;
• not misuse the service — no unlawful use, no attempts to break or interfere with it, no impersonating someone else, and no harassment of our staff or of the people who come to your home; and
• post only honest reviews based on your own experience.

We will never penalize you for an honest negative review.

11. Changes, suspension and ending

Changes to this agreement. We may change it. Material changes take effect 30 days after we give notice, by posting a notice, by email, or both. Other changes — clarifications and corrections — take effect when posted. If you do not accept a material change, you can cancel before it takes effect.

Ending it. You may cancel at any time as section 5 describes. Your benefits continue to the end of the billing period you have paid for, and then stop.

If we end it. We may suspend or end your package if you materially breach this agreement, misuse the service, or a payment fails and is not fixed. Except where the problem is urgent or the law prevents it, we will tell you first and give you a chance to fix it. If we end your package for any reason other than your breach, we refund the unused part of what you have paid.

We may also stop offering the package altogether, on 30 days’ notice, refunding the unused part of what you have paid.

Sections 9, 10, 12, 13, 14 and 15 survive the end of this agreement.

12. Disclaimer

13. Limitation of liability

14. Dispute resolution

14.1 What this covers

Any dispute, claim or controversy between you and Latchel arising under or relating to this agreement or your benefits package (a “Dispute”), on any legal theory. “Claimant” means the party bringing it.

This section does not cover a dispute between you and someone else — your landlord, a third-party partner who did work at your home, or a company whose offer you took up through the benefits hub. Latchel is not a party to those.

14.2 Notice of dispute

Before starting any proceeding, Claimant must send a written notice of the Dispute. Yours goes to legal@latchel.com, with a copy by mail to Latchel, Inc., Attn: Legal, 1111B S Governors Ave, STE 6677, Dover, DE 19904. Ours goes to the email and address on your account. The notice must include:

1. Claimant’s full legal name and current postal address;
2. every email address and phone number Claimant has used with us, and the address of the home the package covers;
3. the dates on which the events giving rise to the Dispute occurred;
4. a specific description of what happened and of the harm alleged;
5. the legal theory or theories the Dispute rests on; and
6. a list of every claim, demand, complaint or arbitration Claimant filed in the preceding 24 months asserting substantively similar theories or arising from substantively similar conduct, naming each respondent and the outcome.

Curing an incomplete notice. If a notice is missing something, the other party will identify what is missing within 15 days of receiving it, and Claimant has 15 days after that to supply it. The timelines below start when the notice is complete. We may also request the nature of Claimant’s fee arrangement with counsel and the identity of any third party funding the Dispute, and Claimant will provide that to the extent it is not privileged.

These requirements are there so both sides, and any arbitrator, can assess the Dispute in good faith and screen for abuse. They do not limit any claim brought in good faith, and no claim is barred by a defect in a notice that Claimant cures.

14.3 Informal resolution

For 60 days after a complete notice is received, we will try to resolve it informally, including at least one meeting with a decision-maker on each side. Meetings may be held by video and no travel is required. You may bring counsel or another representative. This period pauses the limitation period.

14.4 Arbitration

A Dispute not resolved that way will be decided by binding arbitration before a single arbitrator, administered by the American Arbitration Association under its then-current Consumer Arbitration Rules, available at adr.org. The Federal Arbitration Act governs this arbitration agreement.

Arbitration may be on documents, by phone, by video or in person. Any in-person hearing will be in the county where you live. Filing and arbitrator fees are allocated by the AAA Consumer Arbitration Rules, including their caps on what a consumer pays. Each side pays its own attorneys’ fees unless the law or the award provides otherwise. The arbitrator decides questions about the interpretation and enforceability of this arbitration agreement — except that a court decides any question about section 14.5.

14.5 Class action waiver

14.6 Your right to opt out

14.7 What is not arbitrated

Either of us may instead bring an individual claim in small claims court, so long as it stays there and stays individual; an action for injunctive relief to stop infringement or misuse of intellectual property; an action to collect undisputed amounts due; or any claim that by law cannot be subject to pre-dispute arbitration.

14.8 Coordinated filings, governing law and venue

If 25 or more substantially similar arbitration demands are filed against Latchel by or with the assistance of the same counsel or coordinated group within 90 days, they will be administered in batches of no more than 50, each treated as a single case with one arbitrator and one set of fees. Limitation periods are paused for demands awaiting a batch. This is for efficiency and does not deny anyone a hearing on their own claim.

This agreement is governed by the laws of the State of Delaware, without regard to its conflict-of-laws rules, except that the Federal Arbitration Act governs sections 14.4 through 14.8. Any Dispute not subject to arbitration will be brought in the state or federal courts in New Castle County, Delaware, and each party consents to jurisdiction and venue there.

Nothing in this section takes away the protection of any consumer-protection law of the state where you live that cannot be waived by agreement.

14.9 Survival

This section 14 survives the end of this agreement. If any part of it is unenforceable, that part is severed and the rest stands — except that the class action waiver is non-severable from the arbitration agreement, as section 14.5 says.

The parties intend each part of this section to be independently enforceable, and that a court or arbitrator finding any one part unenforceable sever it and enforce the rest, rather than decline to enforce this section 14 as a whole. The sole exception is the class action waiver, which section 14.5 makes non-severable: the parties intend that no class, collective, consolidated or representative proceeding may be arbitrated, and that where class treatment is required it proceeds in court under section 14.8.

15. General

Independent parties. Latchel is an independent contractor. This agreement does not create a partnership, joint venture, agency or employment relationship, and does not make Latchel your landlord.

Assignment. You may not assign this agreement. We may assign it to an affiliate or to a purchaser of our business, and the assignee will be bound by it.

Notices to you may be given by email, text, through your account or by mail. Notices to us go to the address in section 16.

Force majeure. Neither of us is liable for a failure to perform caused by something beyond our reasonable control, including severe weather, fire, flood, utility or telecommunications outage, or acts of government.

Severability. If any part of this agreement is unenforceable, it is severed and the rest stays in effect, subject to section 14.5.

Waiver. If we do not enforce a provision, we have not waived it.

Entire agreement. This agreement, together with what was described to you at purchase and in your confirmation email, the Terms of Use and the Privacy Policy, is the entire agreement between you and Latchel about your benefits package. It does not affect your lease.

Interpretation. This agreement will not be construed against us because we drafted it.

16. Contact

Latchel, Inc.
1111B S Governors Ave, STE 6677
Dover, DE 19904
United States

Support and cancellation: support@latchel.com
Privacy: privacy@latchel.com
Legal notices: legal@latchel.com