Terms and Conditions of Business

Last updated: 11/11/2026

Contents

1.1These Terms and Conditions govern your use of the services provided by Credit Ladder Limited, trading as CreditLadder ("CreditLadder", "we", "us" or "our").

1.2Credit Ladder Limited is registered in England and Wales under company number 10074481. Our registered office is Hamilton House, 4a The Avenue, London, E4 9LD.

1.3You may contact us at help@creditladder.co.uk.

In these Terms:

Account means the Customer's registered CreditLadder Account through which the Customer accesses the Services, membership benefits, Cashback Wallet, Rewards Balance and other features made available by CreditLadder.

Agreement means the agreement between you and CreditLadder incorporating these Terms.

Bank Connection means an active Open Banking authorisation that allows CreditLadder, through an authorised Open Banking provider, to access account information for the purpose of verifying rental payments.

Cashback Wallet means the CreditLadder Cashback wallet within a Customer's Account where eligible cashback earned through the CreditLadder Cashback programme is recorded and made available for withdrawal, subject to these Terms.

Credit Reference Agency means a UK credit reference agency to which CreditLadder may report rental payment information.

Customer means the individual using the Services.

CreditLadder Standard means the free membership service made available by CreditLadder.

CreditLadder Premium Monthly means the monthly subscription membership service.

CreditLadder Premium Annual means the annual subscription membership service.

CreditLadder Perks Monthly means the monthly subscription perks membership service.

Housing Association means a registered provider of social housing, housing association, local authority or other social housing provider to whom Rent may be payable.

Landlord means the legal owner of a property to whom Rent is payable under a Tenancy.

Letting Agent means a person or organisation appointed by a Landlord to market, let, administer or manage a property and which may collect Rent on behalf of the Landlord.

Managing Agent means a person or organisation appointed to manage a property or Tenancy and which may collect Rent on behalf of a Landlord or property owner.

Member Details means the information provided by you in connection with your account and use of the Services.

Past Payments means rental payments made before approval of your application.

Perkbox means Perkbox Limited.

Rent means the rent payable under your tenancy agreement.

Rent Rewards means rewards or credits awarded under any CreditLadder Rent Rewards programme.

Rewards Balance means the value of Rent Rewards credited to a Customer's Account under the Rent Rewards programme.

Rent Statement means a validated statement issued by CreditLadder confirming verified rental payment history.

Services means the rent verification, rent reporting, cashback, rewards, membership and related services provided by CreditLadder.

Tenancy means the tenancy agreement under which you occupy a property.

Wallet Activity means an eligible cashback credit, withdrawal or other qualifying cashback transaction recorded in the Cashback Wallet. Logging in or viewing the balance also constitutes Wallet Activity.

3.1You must be at least 18 years old to use the Services.

3.2We may carry out checks before accepting your application, including:

  • identity verification;
  • tenancy verification;
  • landlord verification;
  • Land Registry checks;
  • company checks where applicable; and
  • fraud prevention checks.

3.3We may request additional information where reasonably necessary to complete these checks.

3.4We reserve the right to decline or suspend access to the Services where verification requirements cannot be satisfied.

4.1By applying for the Services, you authorise CreditLadder to contact your Landlord, Letting Agent, Managing Agent or Housing Association where reasonably necessary to:

  • verify your tenancy details;
  • confirm rental information and payment arrangements;
  • verify ownership or management of a property;
  • investigate suspected fraud; or
  • administer the Services.

4.2You confirm that you have authority to provide the contact details of your Landlord, Letting Agent, Managing Agent or Housing Association and consent to CreditLadder contacting them for these purposes.

5.1CreditLadder uses authorised Open Banking providers to verify rental payments and access information required to provide the Services.

5.2By using the Services, you authorise us to access and review the information necessary to verify eligible rental payments where you have provided consent through an Open Banking provider.

5.3Open Banking permissions may expire periodically and we may require you to reconnect your bank account, including at intervals of approximately 90 days.

5.4You are responsible for maintaining an active Bank Connection throughout your membership.

5.5If your Bank Connection becomes inactive:

  • rent payments may not be verified;
  • reporting may be paused;
  • some membership benefits may be restricted; and
  • we may require you to reconnect your bank account.

We will use reasonable efforts to notify you if we become aware that your Bank Connection has become inactive.

5.6Where a Bank Connection remains inactive for more than 90 days, we reserve the right to suspend reporting, restrict access to certain Services or terminate membership in accordance with Section 19.

6.1CreditLadder will use reasonable care and skill in verifying rental payments and reporting eligible rental payment information to participating Credit Reference Agencies.

6.2Reporting typically takes place monthly.

6.3We will use reasonable endeavours to ensure information reported accurately reflects payments identified from your bank account.

6.4We are not a Credit Reference Agency and do not control:

  • the content of your credit report;
  • credit scores;
  • credit ratings; or
  • lending decisions made by third parties.

6.5We cannot provide copies of your credit report and any requests relating to your credit report should be directed to the relevant Credit Reference Agency.

6.6We do not operate:

  • a rent collection service;
  • a rent guarantee service;
  • a debt collection service; or
  • a rent arrears management service.

6.7We do not guarantee:

  • that every payment will be identified or verified;
  • that reporting will occur by a particular date;
  • any increase in a credit score or credit rating; or
  • that use of the Services will improve your ability to obtain credit.

6.8Rental payment information may have a positive impact, negative impact or no impact on your credit profile.

6.9Missed payments, late payments or rent arrears may adversely affect your credit profile where reported.

6.10We do not report Past Payments unless expressly stated as part of a specific product or promotion.

6.11Without an active Bank Connection, rental payment information cannot be reported by us.

6.12You are responsible for ensuring that your use of the Services does not place you in breach of your Tenancy Agreement or any other agreement relating to your occupation of a property.

6.13You agree to pay Rent in full when due and not by instalments. If Rent is regularly paid in instalments or in a manner that prevents us from accurately verifying payments, we reserve the right to suspend or terminate the Services in accordance with Section 19. Failure to comply with this clause may constitute a material breach of these Terms.

7.1You must notify us promptly in the Creditladder Account if:

  • you move home;
  • your Tenancy ends;
  • your Landlord changes;
  • your Rent amount changes materially;
  • the bank account used to pay Rent changes; or
  • any information provided to CreditLadder becomes inaccurate or out of date.

7.2We may require additional verification before continuing to provide the Services following any of the changes described above.

8.1Customers may request a Rent Statement from CreditLadder.

8.2A Rent Statement will normally include validated rental payment history verified by CreditLadder.

8.3Rent Statements are supplied electronically.

8.4Any applicable fee for a Rent Statement will be displayed on the Website at the time of request.

9.1CreditLadder may offer:

  • CreditLadder Standard;
  • CreditLadder Premium Monthly;
  • CreditLadder Premium Annual;
  • CreditLadder Perks Monthly; and
  • any other memberships made available by CreditLadder from time to time.

9.2Membership features, reporting options and benefits applicable to each membership type are displayed on the Website.

10.1Fees for memberships and other chargeable Services are displayed on the Website at the time of purchase or request.

10.2By purchasing a paid membership or chargeable Service, you agree to pay the applicable fee displayed during the checkout process.

10.3Membership fees are payable in advance.

10.4All fees displayed on the Website include VAT unless otherwise stated.

10.5We may change our prices from time to time. Where a change affects an existing subscription, we will provide reasonable notice before the change takes effect.

10.6If a recurring payment fails, we may:

  • retry collection;
  • contact you;
  • suspend benefits; or
  • terminate your membership in accordance with Section 19.

10.7You agree to keep your payment and contact information up to date.

10.8Where CreditLadder incurs additional costs, expenses or losses as a direct result of fraud, deliberate misrepresentation or the provision of materially false information by a Customer, we reserve the right to seek recovery of those costs from the Customer to the extent permitted by law.

Cooling-Off Period

11.1If you purchase a paid membership, you may cancel within 14 days of purchase in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

11.2Any refund will be subject to applicable law and any permitted deductions for Services already provided at your express request.

Monthly Memberships

11.3You may cancel a monthly membership at any time by:

  • contacting us at help@creditladder.co.uk; or
  • cancelling your membership through your CreditLadder Account where this functionality is available.

11.4Your membership will remain active until the end of the current billing period and will then terminate.

Annual Memberships

11.5You may cancel an annual membership at any time by:

  • contacting us at help@creditladder.co.uk; or
  • cancelling your membership through your CreditLadder Account where this functionality is available.

11.6Where cancellation occurs after the applicable cooling-off period, your membership will remain active until the end of the current annual subscription period and will then terminate. No further renewal payment will be taken unless you choose to renew.

12.1CreditLadder Premium Annual and CreditLadder Perks Annual memberships automatically renew at the end of each subscription period unless cancelled before the renewal date.

12.3If you cancel your membership before the renewal date, your membership will remain active until the end of the then-current subscription period and will not renew automatically.

13.1Cashback may be available as a membership benefit.

13.2Cashback is provided through participating third-party providers and retailers.

13.3Cashback is not earned until it has been confirmed and credited to the Cashback Wallet.

13.4Cashback credited to the Cashback Wallet may only be withdrawn once any applicable minimum withdrawal threshold displayed within the cashback platform has been reached.

13.5Cashback may be adjusted, reversed or removed where transactions are refunded, cancelled, fraudulent or otherwise determined to be ineligible.

13.6If there is no Wallet Activity for a continuous period of 12 months, we reserve the right to expire unused cashback balances remaining within the Cashback Wallet.

13.7Cashback is a membership benefit and does not constitute a bank account, payment account, savings account or electronic money account.

13.8Cashback remains subject to any additional terms made available within the cashback platform.

14.1Rent Rewards may be offered to eligible members from time to time.

14.2Any Rent Rewards awarded will be credited to the Customer's Rewards Balance.

14.3Rent Rewards:

  • have no cash value;
  • cannot be withdrawn as cash;
  • cannot be transferred;
  • cannot be exchanged for cashback; and
  • may only be redeemed in accordance with any applicable reward terms.

14.4The Rewards Balance may be used only for eligible CreditLadder products or services specified by CreditLadder from time to time.

14.5When a qualifying membership ends or is cancelled, any unused Rewards Balance may be forfeited unless otherwise stated by CreditLadder or required by law.

14.6We reserve the right to amend, suspend or withdraw Rent Rewards at any time, subject to applicable law.

14.7We may correct or remove Rent Rewards that have been awarded in error or obtained through misuse of the Services.

15.1Where a membership includes access to Perkbox benefits, those benefits remain subject to Perkbox's terms and conditions.

15.2CreditLadder is not responsible for the availability or operation of Perkbox services.

16.1CreditLadder may introduce Customers to third-party providers, products, services, offers or promotional opportunities from time to time.

16.2Any products or services provided by a third party are supplied by that third party and are subject to their own terms and conditions, privacy policies and contractual arrangements.

16.3CreditLadder is not responsible for the provision, performance, availability or suitability of any third-party product or service.

16.4Where required, details of the relevant provider, including any applicable regulatory information, will be made available during the referral process or on our Website.

16.5CreditLadder may receive a fee, commission, referral payment or other benefit in connection with certain third-party referrals. Any such arrangements will not affect the price payable by the Customer unless expressly stated.

16.6CreditLadder may add, remove, replace or amend third-party referral partners and offers from time to time in accordance with Section 22.

17.1We may suspend, restrict or terminate access to the Services  in accordance with Section 19 where we reasonably believe that:

  • false or misleading information has been provided;
  • the Services are being used fraudulently;
  • tenancy information has been misrepresented;
  • rental payment information has been manipulated; or
  • the Services are otherwise being used in a manner that is dishonest, unlawful or inconsistent with these Terms.

18.1All intellectual property rights in the Services, Website and associated materials belong to CreditLadder or its licensors.

18.2Nothing in these Terms transfers any intellectual property rights to you.

19.1We may suspend or terminate access to the Services where:

  • verification checks fail;
  • Rent is paid in instalments or in a manner that prevents us from accurately verifying payments;
  • Bank Connection is inactive;
  • information provided is inaccurate or misleading;
  • fraud is suspected;
  • payment obligations are not met;
  • you materially breach these Terms; or
  • we are required to do so by law.

19.2Where reasonably practicable, we will provide notice before suspension or termination.

20.1Nothing in these Terms limits or excludes liability for:

(a)death or personal injury caused by negligence;

(b)fraud or fraudulent misrepresentation; or

(c)any liability which cannot lawfully be limited or excluded.

20.2Subject to clause 20.1:

(a)we shall not be liable for any indirect or consequential loss arising out of or in connection with the Services; and

(b)our total liability to you arising out of or in connection with the Services, whether in contract, tort (including negligence), breach of statutory duty or otherwise, shall not exceed the greater of:

(i)the total fees paid by you to CreditLadder during the 12 months immediately preceding the event giving rise to the claim; or

(ii)£100.

20.3CreditLadder is not responsible for:

(a)decisions made by lenders, insurers, landlords or other third parties based on information contained within a credit report;

(b)changes to a credit score, credit rating or credit profile resulting from rental payment reporting;

(c)the content, operation or availability of services provided by Credit Reference Agencies; or

(d)delays or interruptions caused by third-party providers, including Open Banking providers, insurers, cashback providers or Credit Reference Agencies.

20.4Nothing in these Terms affects your statutory rights as a consumer.

21.1We process personal data in accordance with applicable data protection laws and our Privacy Policy.

21.2Further information regarding how we collect, use and share personal data is available in our Privacy Policy.

22.1We may update, amend, enhance or modify the Services from time to time.

22.2We may change the Credit Reference Agencies, Open Banking providers, cashback providers, insurance partners, rewards providers or other third-party providers used in connection with the Services.

22.3Withdrawal of Services, Products and Benefits

We may discontinue, suspend, replace or withdraw any Service, membership tier, feature, benefit, reward programme, cashback offering, insurance referral programme or other product offered by CreditLadder where reasonably necessary for commercial, operational, regulatory or legal reasons.

22.4Existing Customers

Where the withdrawal, suspension or replacement of a Service, product or membership materially affects existing Customers, we will provide reasonable notice and, where appropriate, offer an alternative product, service or membership option.

22.5Consequences of Withdrawal

If a paid Service or membership is withdrawn by CreditLadder before the end of a subscription period, we will determine, acting reasonably, whether a refund, replacement service, account credit or other transition arrangement is appropriate.

22.6Where changes made under this section materially affect the Services, we will provide reasonable notice.

23.1We may assign or transfer our rights and obligations under these Terms.

23.2We may use subcontractors and third-party providers in delivering the Services.

23.3We shall not be liable for delays or failures resulting from events outside our reasonable control.

23.4If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions shall continue in force.

23.5No person who is not a party to these Terms shall have any rights under the Contracts (Rights of Third Parties) Act 1999.

23.6We may update these Terms from time to time and will publish the latest version on our Website.

24.1These Terms are governed by the laws of England and Wales.

24.2Any dispute arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

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