Effective date: 10 September 2026
These Terms of Service (the Terms) form a contract between the person or organisation accepting them (Customer, you) and Synthetic Technology Ltd (Orchard, we, us). They govern the Orchard property-management service, websites and related support (the Service). If an authorised order form expressly changes these Terms, the order form controls only for the identified conflict.
1. Operator and contact
Orchard is operated by Synthetic Technology Ltd, registered in England and Wales, company number 17364806, registered office: 66 Paul Street, London, EC2A 4NA. The company record can be checked at Companies House. General enquiries may be sent to support@orchardpms.com and billing enquiries to billing@orchardpms.com.
2. Eligibility and authority
You must be at least 18 years old. If you accept for a company or other organisation, you confirm that you have authority to bind it. Manager accounts may be used by individuals or businesses for professional property-management activity. Tenant accounts are invited under a manager's Customer account. For an invited tenant, these Terms are conditions for safe and lawful use, not a purchase agreement, and the tenant has no subscription-payment obligation to Orchard.
3. Accounts
You must provide accurate information, keep credentials confidential, use appropriate device security, and notify us promptly of suspected unauthorised access. Accounts are personal to the authorised user and must not be shared. We may require email verification, proportionate identity checks, or credential resets to protect the Service.
4. The Service
Orchard provides tools for property, tenancy, rent-record, maintenance, document, reporting, Orchard ID, Orchard AI, invitation and administrative workflows. Rent and other property payments are recorded for management purposes only: Orchard does not receive, transmit or settle rent. Screening indicators and Orchard ID scores are informational, available only within Orchard, and must not be treated as credit reports, legal advice or automated decisions.
Orchard AI is an optional, read-only assistant for property managers. It can explain manager-scoped structured records and link an answer to relevant records. It cannot modify records, contact another person, replace professional advice or guarantee that an answer is complete or correct. You must check the linked sources before acting on an answer.
5. Customer responsibilities
You control the records entered for your portfolio and are responsible for their accuracy, lawfulness and use. You must give required notices, establish a lawful basis, honour individual rights, configure access appropriately, and obtain any permissions required to invite users or upload records. You must not use Orchard to discriminate unlawfully or make a decision solely from an informational score.
6. Prohibited content and conduct
You must not upload identity documents, passport or national-ID images, special-category data, criminal-offence data, bank or full payment-card details, health or disability information, or other data requiring special legal authority, unless Orchard has expressly agreed a compliant workflow in writing. You must not introduce malware, probe security, bypass access controls, scrape the Service, infringe rights, or use Orchard unlawfully. Files must be necessary for legitimate property management and may be blocked by type or size.
You must not access, supply, resell or make the Service available in breach of applicable sanctions or export controls. You confirm that you, your organisation and its owners or controllers are not restricted persons; information supplied for compliance review is accurate; and the Service will not be used in or for a restricted jurisdiction, territory or end user. You must notify Orchard promptly if this changes. Orchard may screen names, ownership and location information, request evidence, reject payment, restrict access where law requires, and make required reports without prior notice where notice is prohibited.
7. Data protection
The Privacy Policy explains Orchard's controller activities. When Orchard processes Customer Data on your behalf, the Data Processing Addendum is incorporated into these Terms. Current service providers are described in the Sub-processor Register; security controls are summarised in the Security and Audit Statement.
8. Subscriptions, renewal and tax
The Free tier has no recurring charge. Paid online plans are billed monthly or annually in advance through Stripe and renew automatically for the same period until cancelled. Prices are exclusive of VAT and other applicable taxes; Stripe Tax may calculate and collect tax where configured. Custom plans may use an agreed cycle or manual payment method. Before purchase, Orchard displays the plan, price, currency and billing period. We send billing events and renewal information to the manager's registered email; you remain responsible for maintaining a working address.
Orchard AI access may include monthly and daily usage limits set by plan. Optional credit packs are one-off purchases, are added only after Stripe confirms payment, expire 12 months after purchase, have no cash value and cannot be transferred between manager accounts. Credits are consumed when Orchard AI completes an accepted request. This does not limit any refund or cancellation right that the law requires.
9. Payment provider
Stripe hosts payment entry and stores payment credentials. Orchard does not store full card numbers or card security codes. Stripe may act as an independent controller for regulated payment activities and as a processor for certain services. Use of Stripe is also governed by the terms and privacy information shown by Stripe.
10. Cancellation
You may cancel a Stripe subscription through Orchard's Stripe billing portal. Cancellation takes effect at the end of the paid billing period and access remains available until then. Paid capacity then reverts to the Free tier; records remain available, but new changes may be limited where the portfolio exceeds Free-tier capacity. A custom order form may state a different process.
11. Consumer cancellation rights
If you are a consumer, statutory cancellation and refund rights remain unaffected. Where applicable, you may cancel a distance contract within 14 days by emailing billing@orchardpms.com. If you asked us to begin the Service during that period, we may deduct a proportionate amount for Service supplied where the law permits. Nothing in these Terms limits a mandatory consumer remedy.
12. Refunds
Except where required by law, stated in an order form, or agreed for a material Service failure, fees already paid are non-refundable and no pro-rata refund is due for unused time after a standard cancellation. Duplicate or demonstrably incorrect charges will be corrected. This clause does not exclude statutory rights or refunds Stripe must process under applicable payment rules.
13. Failed payments
Stripe controls payment retries. Orchard normally allows a seven-day grace period after a failed renewal and sends notice to the manager. If payment remains unresolved, portfolio-changing functions become read-only while records, exports, billing and support remain accessible. Full paid access is restored after confirmed payment, subject to the plan terms.
14. Support, maintenance and availability
Support targets depend on the subscribed plan or order form and are response targets, not guaranteed resolution times. Planned maintenance notices are sent through Orchard or from notifications@orchardpms.com where reasonably practicable. No service-level credit or availability warranty applies unless an order form expressly provides one. Hosting-provider availability statements do not create a separate Orchard guarantee.
15. Intellectual property and feedback
Orchard and its licensors retain all rights in the Service, software, designs and documentation. During the contract, you receive a limited, non-exclusive, non-transferable right to use the Service for its intended purpose. You retain rights in Customer Data and grant Orchard the rights needed to host, copy, secure and process it to provide the Service. Feedback may be used without restriction provided it does not identify you or disclose Customer Data.
16. Suspension and termination
We may suspend or restrict access where reasonably necessary for security, unlawful use, a material breach, non-payment, or legal compliance. Where practicable, we will give notice and an opportunity to remedy. Either party may terminate for a material breach not remedied within 30 days of written notice, or immediately where the breach cannot be remedied. Accrued payment obligations and clauses intended to survive termination remain effective.
17. Data export and deletion
Managers can create structured exports while the account is active and while billing restriction leaves exports available. You should export required data before termination. Following termination, Orchard will delete or anonymise Customer Data in accordance with the Data Processing Addendum and published retention criteria, except for data that must be retained for law, accounting, security, fraud prevention or dispute evidence. Residual backup copies are isolated from normal use and expire on the backup cycle.
18. Warranties and liability
We provide the Service with reasonable care and skill. The Service may contain interruptions and is not a substitute for professional legal, tax, accounting, insurance, safety, valuation, lending or regulatory advice. Nothing excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights. Subject to those exclusions, neither party is liable for indirect or consequential loss, and Orchard's aggregate liability arising in a 12-month period is limited to fees paid or payable for the Service in that period. For a Free-tier Customer, the cap is GBP 100. The cap does not limit payment obligations or misuse of intellectual property, confidentiality or Customer Data.
19. Complaints and dispute resolution
Send a written complaint with relevant details to complaints@orchardpms.com. The parties will first try in good faith to resolve it internally. For business disputes, neither party should begin ordinary court proceedings until 30 days after a complete written complaint, unless urgent injunctive relief is needed or a limitation period would expire. If unresolved, the parties may agree to confidential mediation with an independent mediator before proceedings. Mediation is voluntary for consumers. This process does not prevent anyone from contacting a regulator, payment provider or ombudsman, exercising statutory rights, or seeking urgent relief.
20. Governing law and courts
These Terms and non-contractual disputes are governed by the law of England and Wales. The courts of England and Wales have jurisdiction for business disputes. Consumers may also rely on mandatory protections and bring proceedings in any court available under applicable consumer law.
21. Changes and notices
We may update these Terms for legal, security, provider or Service changes. We will give at least 30 days' notice of a material change by email or a prominent in-Service notice unless a shorter period is reasonably required by law or to address an urgent security risk. Changes do not remove accrued rights. Notices to Orchard must be sent to the relevant published contact; notices to you may be sent to the registered account email or through the Service.
22. General
If a clause is unenforceable, it is modified only as far as necessary and the remainder continues. Failure to enforce a right is not a waiver. Neither party is liable for delay caused by events beyond reasonable control, but this does not excuse payment already due. You may not assign the contract without our consent; Orchard may assign it as part of a reorganisation, financing or transfer of the Service with notice and without reducing your rights. These Terms, the DPA and any order form are the entire agreement about the Service.