SAFELET MEMBERSHIP TERMS
Last updated: 7 August 2026
The important bits
SafeLet costs £67/month for founding members; the standard price is £87/month.
Membership is per property and renews monthly.
SafeLet provides backup rather than full property management.
Standard support hours are 10:00am–9:00pm, seven days a week.
Fair-use rules and clearly disclosed membership allowances apply.
Third-party costs can be additional, and physical attendance is not guaranteed for every request.
SafeLet is not an emergency service.
Members can cancel their rolling membership, and statutory rights are not affected.
This summary helps explain the Terms but does not replace the full Terms below.
Contents
1. SafeLet service
SafeLet is a monthly operational-support membership for eligible short-term-rental properties. Practical local support may include guest access, keys or KeyNest, lockboxes, cleaning coordination, property attendance, essential supplies, cleaner or contractor access, property checks and other operational issues reasonably accepted by SafeLet. SafeLet is not a full property-management service. The member remains responsible for the property, listing, bookings, guest communication unless specifically agreed otherwise, pricing, cleaning, maintenance, legal and safety compliance, hosting permissions, insurance, taxes and platform requirements. SafeLet does not become the owner, occupier, managing agent or guarantor of the property.
2. Membership price
The founding-member price is £67 per registered property, per month. The standard price is £87 per registered property, per month. The £67 rate is available to the first 100 qualifying registered properties. While a founding membership remains continuously active and paid up, SafeLet currently intends to retain that rate, subject to lawful future price changes. Any recurring-price change will be explained clearly in advance, with reasonable notice, an effective date and an opportunity to cancel before it applies. No change will apply retrospectively.
3. Monthly rolling membership
Membership renews monthly and Stripe collects payment automatically. There is no fixed 12-month commitment unless separately and expressly agreed. Automatic renewal must be clearly disclosed before checkout. Cancellation stops future renewals without an unreasonable penalty and takes effect as described in clause 20.
4. One membership per property
Each membership normally covers one accurately disclosed registered property. It cannot automatically be moved between unrelated properties. A host with several properties may need a separate membership for each or a written portfolio agreement. SafeLet may refuse support for an unregistered property.
5. Service area
SafeLet initially operates only in defined parts of Manchester. Membership does not guarantee that every Manchester or Greater Manchester property is covered. SafeLet may review the address during onboarding, decline an out-of-area property and reasonably adjust service areas as the business grows. If SafeLet cannot accept a newly registered property and no meaningful service has been provided, the appropriate subscription payment will be refunded.
6. When service starts
Stripe payment secures the signup, but operational support starts only after onboarding is complete and SafeLet accepts and activates the property. Onboarding may confirm the address, access procedures, emergency contacts, cleaner details, key or KeyNest procedures, building access and service-area eligibility. The member will be told when activation is complete. Payment alone does not create immediate emergency coverage.
6A. Service Hours
SafeLet’s standard support hours are 10:00am–9:00pm, seven days a week. Requests received during these hours will be assessed as soon as reasonably possible. A request submitted before 9:00pm does not guarantee physical attendance or full resolution before 9:00pm. Requests received outside standard support hours will normally be reviewed when service resumes. SafeLet is not a guaranteed 24-hour emergency service. Out-of-hours assistance may sometimes be offered at SafeLet’s discretion and may carry an additional charge. Wherever reasonably possible, any additional charge will be communicated before the member agrees to the service. Response and attendance remain subject to the nature of the issue, property location, access requirements, availability and the membership terms.
7. Fair Use
Fair use in simple terms
SafeLet is your backup, not your full-time management company.
Membership is designed for occasional hosting problems when practical local help is needed. Normal use is welcomed. If one property needs unusually frequent or repeated assistance, we’ll normally talk first, help address the underlying issue or agree additional support. Fair use will not be used arbitrarily to refuse ordinary legitimate requests.
SafeLet memberships are priced on the basis that support is required occasionally rather than continuously. Members must use the service reasonably for unexpected or occasional hosting issues. Fair use is assessed using objective factors including request number and frequency, request type, resolution time, repeated unresolved issues, travel, avoidable access failures, routine-management requests and unreasonable demand on resources. Where use is materially higher than expected, SafeLet will normally discuss it, explain the concern, recommend prevention, offer additional support at published or agreed rates, or propose another arrangement. Persistent or serious misuse may lead to reasonable notice of termination or non-renewal. Prior discussion may be skipped for fraud, abuse, threats, dangerous requests or illegal activity.
8. Membership allowances
Membership may include stated limits for physical attendances, access incidents, cleaning support, checks, deliveries or other support. Current allowances must be stated in these Terms or clearly in the membership description before payment; important limits will not be hidden. Once an allowance is used, SafeLet may offer additional support for a disclosed extra charge. Wherever reasonably possible, the member must agree that charge first.
9. Third-party costs
The membership price does not automatically include cleaners, locksmiths, replacement keys, cutting, lockboxes, contractors, tradespeople, taxis, couriers, guest supplies, household items, materials, parking or other external services. SafeLet will normally seek approval before incurring a material third-party cost. In a genuine operational emergency, SafeLet may approve only a reasonable and proportionate cost where waiting would be likely to make the situation significantly worse. This is not unlimited spending authority.
10. Response and availability
Membership does not guarantee an immediate physical response. Response depends on location, time, responder availability, traffic, access, incident type, safety and contractor availability. SafeLet will use reasonable efforts to assess and respond to eligible requests, but estimated arrival or resolution times are not guarantees unless expressly stated otherwise in the purchased plan.
11. Remote resolution
Not every request needs attendance. SafeLet may reasonably use telephone or WhatsApp support, instructions to the guest or host, or coordination with a cleaner, reception, KeyNest, contractor or another suitable remote solution. Physical attendance is not automatic.
12. Property access
The member must provide accurate, lawful and usable access information, including keys, KeyNest or lockbox details, entrance and reception procedures, parking, cleaner contacts and emergency contacts, and must update it when details change. SafeLet is not responsible for delays materially caused by inaccurate or outdated member information, but this does not excuse SafeLet’s own negligence.
13. Keys and access information
Keys, codes, lockbox details, building information and guest information will be handled only for legitimate operational purposes. SafeLet will take reasonable protective steps. Members must not request unlawful entry, security circumvention, misleading building staff or access contrary to tenancy, lease or building rules. SafeLet may refuse a request where lawful authority is unclear.
14. Member responsibilities
Members must provide accurate information, have authority to operate the property, maintain appropriate insurance and legally required safety standards, hold required permissions and licences, keep access details current, treat people respectfully, pay approved charges, use the service honestly and avoid knowingly creating unnecessary incidents. SafeLet does not independently verify every permission unless agreed, but may refuse activity reasonably believed to be unlawful or unsafe.
15. Safety and emergencies
SafeLet is not an emergency service and does not replace police, fire and rescue, ambulance, gas emergency services, utilities, building security or specialist emergency contractors. For immediate danger, fire, suspected gas leaks, serious injury, violence, criminal activity, significant flooding or structural danger, contact the appropriate emergency service first. SafeLet may refuse to enter or remain where there is an unreasonable safety risk.
16. Cleaning support
SafeLet may coordinate a replacement cleaner, but availability cannot always be guaranteed and external cleaner charges may apply. When an independent cleaner is used, SafeLet’s role may be coordination rather than direct provision. Nothing here removes responsibility that applicable law places on SafeLet.
17. Third-party contractors
SafeLet may coordinate an independent provider or, where clearly stated, contract directly with one. The arrangement and known costs will be explained before work where reasonably possible. Availability varies. SafeLet does not guarantee every independent provider’s work, but will exercise reasonable care where it selects or coordinates a provider and will preserve rights that cannot lawfully be excluded.
18. Refunds, guest compensation and reviews
SafeLet does not guarantee that guests will not seek refunds, platforms will not award compensation, bookings will not be cancelled, reviews will be positive, revenue will not be lost or every incident will be successfully resolved. SafeLet provides operational support intended to reduce disruption; it is not insurance or financial protection.
19. Airbnb and other platforms
SafeLet is independent and is not affiliated with, endorsed by or operated by Airbnb, Booking.com, Vrbo, KeyNest or another platform unless an official relationship is later established. Platform names are used descriptively only.
20. Cancellation by the member
A member may cancel through the Stripe customer portal where enabled, another clearly identified online method, or by emailing hello@safelethq.co.uk. Telephone-only cancellation is not required. Cancellation should be completed before the next renewal date, stops future billing and normally leaves membership active until the end of the already-paid period. It does not create a long notice period or cancellation penalty.
21. Cooling-off and statutory rights
Nothing in these Terms limits statutory rights. Some customers may be consumers and others may act as businesses, so rights depend on the circumstances. Where applicable law gives a cooling-off or cancellation right, SafeLet will honour it. If services are to begin during a statutory cooling-off period, SafeLet will obtain any legally required express request, acknowledgement or consent; payment alone does not automatically waive rights.
22. Cancellation or suspension by SafeLet
SafeLet may suspend or terminate for non-payment, fraud, serious or repeated fair-use abuse, threats, illegal requests, danger, repeated false information, material breach, a property leaving the service area or circumstances genuinely making service impossible. Where appropriate, SafeLet will give reasonable notice, reasons and an opportunity to correct the problem. Immediate action may be taken for safety, fraud, illegality, serious abuse or non-payment. If SafeLet ends membership for reasons unrelated to member wrongdoing, an appropriate pro-rata refund will be considered.
23. Payment failure
If Stripe cannot collect payment, SafeLet may retry, request updated details, temporarily suspend service and cancel after a reasonable unsuccessful-payment period. Service should not be relied upon while suspended for non-payment.
24. Founding-member rate
The founding-member price of £67 per registered property per month is offered to the first 100 qualifying SafeLet properties. Provided membership remains continuously active and payments stay current, SafeLet intends to continue the applicable founding rate unless a lawful price change is made under these Terms. This is not an irrevocable lifetime-price promise.
25. Changes to the service
SafeLet may make reasonable changes to procedures, contact methods, service areas, included support and allowances. It will not use this right to remove substantial membership value without consequence. Material changes will be communicated clearly, normally with reasonable notice, and members may cancel before a materially disadvantageous change applies.
26. Liability
SafeLet is not responsible for loss caused by matters outside its reasonable control, including materially incorrect member information, guest actions, platform decisions, access restrictions, independent third-party failures where reasonable care was exercised, and genuinely external operational events. SafeLet does not exclude responsibility for its own negligence where that would be unlawful or unfair. Nothing in these Terms excludes or limits liability where doing so would be unlawful.
27. Events outside reasonable control
SafeLet is not responsible for delay or failure caused by severe weather, major transport disruption, civil emergencies, government restrictions, major telecommunications outages, widespread infrastructure failure or comparable events reasonably outside its control. This clause does not excuse ordinary staffing or operational problems SafeLet should reasonably manage.
28. Data and privacy
Personal data is handled under SafeLet’s Privacy Policy. This may include host, property and incident information, guest details supplied during incidents, access information, records and photographs. Stripe handles payment-card details; SafeLet does not claim to store full card details processed by Stripe.
29. Communication
Members must provide accurate email, telephone and property details and update changes. SafeLet may communicate by email, telephone, SMS, WhatsApp or another agreed operational channel.
30. Complaints
A dissatisfied member should email hello@safelethq.co.uk. SafeLet will aim to acknowledge the complaint, investigate reasonably and provide a response. No guaranteed response period applies unless separately stated.
31. Governing law
Subject to solicitor confirmation before launch, these Terms are intended to be governed by the law of England and Wales. Courts and jurisdiction will be addressed consistently with applicable law, and nothing here removes mandatory jurisdiction rights a consumer may have.
32. Acceptance of Terms
Members must be shown these Terms before signup. Where technically possible, Stripe signup should include: “I have read and agree to the SafeLet Terms & Conditions and Privacy Policy.” Both documents must be linked and accessible before payment; SafeLet will not rely on hidden terms introduced afterwards.
33. Fair use summary box
The plain-English Fair Use box above is part of this page’s explanation. It does not replace clause 7, but confirms that normal legitimate requests are welcome, unusually frequent use will normally be discussed first, and fair use will not be applied arbitrarily.
34. Plain-English summary
The “Important bits” box is an aid to understanding. Where it differs from the detailed clauses, the detailed clauses apply, subject always to statutory rights and applicable law.
SafeLet · Manchester, United Kingdom
hello@safelethq.co.uk
SafeLet is an independent operational-support service and is not affiliated with or endorsed by Airbnb. Airbnb is a trademark of its respective owner.