Terms

Last updated 29 September 2026.

1. Who we are

Casebriar is provided by Casebriar Ltd, a company registered in England and Wales (company number 17486554), whose registered office is at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ (“we”, “us”). Contact: support@casebriar.com.

2. Using Casebriar

Casebriar is for businesses that let or manage residential property in England (“your agency”). Your agency uses it either on a paid plan or, while Casebriar is in early access, in our free pilot. By creating or using an account, your agency agrees to these terms, and the person who signs up confirms they can agree to them for the agency. Individual users act on behalf of their agency. Casebriar is a business service and isn’t offered to consumers.

3. Paid plans

• Prices. You pay the prices shown on our pricing page when you buy, in pounds sterling. Prices are shown without VAT; if VAT becomes due, we’ll add it at the applicable rate and show it on your invoice.
• Monthly plans are charged in advance each month, from the day you start, until you cancel. Each includes a number of complaints a month; unused complaints don’t carry over.
• Pay as you go complaints are bought in advance and don’t expire while your agency’s account is open.
• What counts as a complaint. A complaint is used when Casebriar first analyses it. Drafting the reply, adding records and documents, and running it again are included.
• Cancelling. Your agency’s manager can cancel a monthly plan at any time from Billing. It runs to the end of the month already paid for and then stops. We don’t refund part months or unused complaints, except where the law requires it or where we stop providing Casebriar, in which case we refund complaints bought and not used.
• Price changes. We’ll give at least 30 days’ notice by email of a change to a monthly plan’s price; the new price applies from the next month after that.
• Payments are taken by our payment provider, Stripe. We don’t see or store card details. If a payment fails, we may pause new analyses until it’s paid; your cases stay available.

4. The pilot

While Casebriar is in early access, we offer a small number of agencies a free pilot. Features will change during the pilot, and we may end the pilot, or an agency’s place on it, with reasonable notice where we can give it. A pilot agency can move to a paid plan at any time, and can stop using Casebriar at any time by telling us.

5. Not legal advice

Casebriar helps you analyse complaints and draft replies. It is not a law firm and does not give legal advice. It checks legal claims against the legislation it covers and tells you what it could and couldn’t establish, but it can be wrong or incomplete, and it covers England only. Your agency remains responsible for its decisions and for everything it sends. Read every reply before it goes out, and take legal advice where a matter needs it.

6. What we ask of your agency

• In the pilot, use anonymised complaints where you can: remove names, addresses and phone numbers.
• Only put information into Casebriar that you are entitled to share with us, and have a lawful basis for doing so.
• Keep your own records. Casebriar erases complaint content on a schedule and is not a record-keeping system.
• Keep passwords to yourselves, and tell us promptly if you think an account has been misused.
• Don’t try to break, overload, reverse-engineer or get around the limits or security of the service, and don’t use it for anything unlawful.

7. Your data

Your agency owns the complaints and content it puts into Casebriar. For that content we act as your processor, under our data processing terms, which form part of these terms. How we use account and contact details is set out in our privacy notice.

8. Feedback and our rights

We own Casebriar and its software. If you send us feedback or suggestions, we may use them to improve Casebriar without owing you anything, but we won’t name your agency publicly or publish anything about your use of Casebriar without your permission.

9. Availability

We aim to keep Casebriar running and to fix problems quickly, but we can’t promise it will always be available or free of errors. We may apply reasonable usage limits to protect the service.

10. Liability

To the extent the law allows, we are not liable for any indirect or consequential loss, or for loss of profit, business, goodwill or data. Our total liability to your agency in any 12 months is limited to the fees your agency paid us in the 12 months before the claim arose, or £100 if that is more (which is the limit for agencies in the free pilot). Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be limited or excluded by law.

11. This website

The guides and other content on casebriar.com are general information about the law in England, not advice about your situation. We try to keep them accurate and up to date but can’t guarantee it; each guide shows its sources so you can check them.

12. Changes and law

We may update these terms; we’ll change the date above and tell agencies about significant changes by email before they apply. These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.