Terms and conditions

Acorn is a working book for an agency: properties and listings, viewings, people, enquiries, tenancies and deposits, compliance clocks, landlord statements, maintenance, a sales pipeline, messaging, and an AI layer whose agents act through the same permission-gated, audited capabilities as your staff.

We improve Acorn continuously. We may add, change or retire features, and where a change materially reduces what you pay for, we will tell you in advance.

Your agency controls who has an account. Staff accounts are personal: keep credentials confidential, and tell us promptly if you suspect an account is compromised. You are responsible for what is done under your accounts, including the approval decisions your staff make.

You must give accurate account information and keep it up to date.

Use Acorn lawfully and for running your agency. In particular, do not:

load information you have no right to hold; send unlawful marketing through it; use it to discriminate unlawfully against applicants or tenants; attempt to breach its security or interfere with other customers; resell access without our written agreement; or use it to build a competing product.

Your statutory duties as an agent, under estate agency, lettings, anti-money laundering and data protection law, remain yours. Acorn is built to help you meet them, not to hold them for you.

Your agency’s book belongs to your agency. You grant us the licence we need to host, process, back up and display it in order to run the service, and no more.

We process personal information in your book as your processor, under our privacy policy and a data processing agreement, using the sub-processors listed on our legal page. You can export your book at any time in a standard format.

Acorn’s agents do real work: they read your book, draft and send messages, update records and chase deadlines, always within the same capabilities your staff hold. Consequential actions are parked in an approval queue and run only when a person approves them; approving runs the action as that person.

AI output can be wrong. Acorn records every run so you can see exactly what an agent did and why, but you are responsible for the actions you approve and for checking statutory decisions, deadlines and figures before relying on them. Nothing Acorn produces is legal, financial or professional advice.

Fees, billing period and any minimum term are set out in your order form, against the rates published on our pricing page or agreed with you directly. Fees are exclusive of VAT.

If fees go unpaid and remain unpaid after we remind you, we may suspend the service until the account is settled. Demo use is free.

We work to keep Acorn available around the clock and its agents on their heartbeats, but we do not currently offer a contractual uptime commitment or service credits. Planned maintenance is announced in advance where practicable. Support is by email at hello@acorncrm.co.uk, with replies within one working day.

Acorn, its software, design system and documentation are ours or our licensors’ and remain so. Your book, your branding and your templates remain yours. Feedback you give us about Acorn may be used to improve it without obligation to you.

Each of us keeps the other’s confidential information confidential and uses it only to perform this agreement, except where disclosure is required by law. Your book is treated as your confidential information.

Either side can end the agreement as set out in the order form, and either side can end it immediately for a serious breach the other does not fix within 14 days of being told about it.

When the agreement ends, your access stops, you can export your book beforehand, and we delete or return it as described in our privacy policy. Clauses that by their nature continue, such as confidentiality and liability, continue.

Nothing in these terms excludes liability for death or personal injury caused by negligence, for fraud, or for anything else that cannot be excluded by law.

Subject to that, neither side is liable for indirect or consequential loss, loss of profit or loss of data caused by the other, and our total liability under the agreement in any 12 month period is capped at the fees your agency paid for the service in that period. The service is provided as described and otherwise without implied warranties.

We may update these terms as Acorn develops. The current version lives at this address with its date at the top, and material changes are notified to agency customers in advance. Continuing to use Acorn after a change takes effect means the new terms apply.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that agencies established in Scotland may bring proceedings in Scotland. Questions about these terms: legal@acorncrm.co.uk.