Terms of Service

Last updated: 2026-09-13 Effective: 2026-09-01

1. About these terms

These Terms of Service ("Terms") form a contract between you and ANSONBY LTD (a private limited company registered in England and Wales; company number 14649743; registered office at C/O N R Betts & Co, 2 Victoria Square, Fountain Court, St Albans, Hertfordshire, United Kingdom, AL1 3TF) ("Noisy Neighbour", "we", "us", "our") in relation to your use of the Noisy Neighbour service at noisy-neighbour.com ("the Service").

By creating an account, signing in, joining a site's portal, or otherwise using the Service, you agree to be bound by these Terms. If you are using the Service on behalf of a business, you confirm that you have authority to bind that business.

These Terms incorporate our Privacy Policy, which explains how we handle personal data.

2. The Service

Noisy Neighbour is a portal between a building site and the people who live and work around it.

A builder sets up a site on the Service, giving it a name, an address, a short description of the works and an expected start and completion date, and receives a QR code and a printable notice for the site hoarding.
Anyone who scans the code reaches the site's public page: what the works are, who the site manager is, upcoming notices, and any documents the builder has chosen to publish. The public page never shows a phone number.
A person who joins the portal — as a neighbour, the property's homeowner, or (for a block of flats) the building manager or porter — can raise issues with photographs or short videos as evidence, receive notices by email, message the site team privately, and choose how much they hear from the site. Joined stakeholders also see the site team's contact numbers, including an out-of-hours number.
The site team manages the site from its dashboard: publishing notices and the works calendar built from them, publishing documents, acknowledging and resolving issues, replying to messages, and inviting team members.

We may add to or change features of the Service from time to time.

The Service is provided "as is" and "as available". We do not guarantee that the Service will be uninterrupted, error-free, or that it will meet any specific requirements you have.

3. Your account

To use the Service — whether as a builder or as a stakeholder who joins a site — you must create an account. You agree to:

provide accurate, current, and complete information, and keep it up to date;
keep your password secure and confidential;
be responsible for all activity that occurs under your account; and
notify us promptly at info@noisy-neighbour.com if you suspect any unauthorised use of your account.

The Service is not intended for use by individuals under the age of 18. You confirm that you are at least 18 years old.

You may close your account at any time using the account-deletion control in Settings. When you do, we will revoke your sessions immediately and delete your data within the period described in our Privacy Policy.

We may suspend or terminate your account if you breach these Terms, fail to pay amounts owing, or use the Service in a way that creates legal or operational risk for us or for other users.

4. Weeks, payment, and refunds

How weeks work

Running a site on the Service uses weeks. One week runs one site for seven days: a week is consumed from your balance when you create a site, and a further week is consumed every seven days for as long as the site stays active. A funded site includes everything the Service offers for it — its public page, its portal, the notices and documents you publish, and the site's record. Consumed weeks are used up; unused weeks stay on your balance until a site consumes them.

Everything is free for your first 7 days. Your free trial starts the moment you set up your first site and needs no weeks and no payment card: every site you set up during the following 7 days runs free until the trial ends, and after that each of them consumes weeks from your balance in the ordinary way described above. This applies once per account, from your first site only; closing or deleting that site does not start another trial.

You buy weeks in one-off packs, at the price shown on our website at noisy-neighbour.com at the time of purchase. Each pack is a single one-off payment: it does not repeat, nothing further is charged automatically, and we do not keep your card on any recurring payment mandate. Prices are quoted in pounds sterling (GBP) and are exclusive of any applicable VAT or other taxes, which will be added at the rate then in force where required.

A site created while the Service was free of charge stays free of charge until we tell you otherwise: we will notify you by email and in the dashboard before such a site starts consuming weeks.

Neighbours and other stakeholders never pay. Joining a site's portal, raising issues, receiving notices and messaging the site team are free to the people around the site, always. Team members are not charged either: anyone you invite to a site may join and work on it at no cost to them, and they never need weeks of their own.

Payment and Stripe

Payment is processed by Stripe. By buying weeks you agree to Stripe's terms in addition to ours. We do not store your full payment card details. If a payment does not complete, no weeks are added to your balance and no money is taken. If a payment is later reversed — for example through a chargeback — we may remove from your balance the weeks that payment added.

When you have no weeks

If your balance of weeks is zero, you cannot create new sites. A site that has been funded before is never switched off automatically. If such a site's next seven days fall due and your balance is empty, the site keeps running: we mark it as out of weeks in your dashboard and email you so you can top up. Your content is not deleted, and the people who have joined your sites keep what they were already able to see. The one exception is a site still on your free trial that lapses without ever being funded — see "Free trial" below.

Refunds

Consumed weeks are not refundable. Unused weeks are non-refundable except where a refund is required by applicable law. If you close a site, or delete your account, part-way through a seven-day period that a week has already been consumed for, that week is not refunded in whole or in part. If you are a consumer in the United Kingdom, nothing in this section affects your statutory rights.

Price changes

We may change the price of packs of weeks from time to time. The price that applies to a purchase is the price shown on our website when you buy, and a price change never affects weeks you have already bought.

Dwellings

A single site — one address, run by one contractor for one job — is billed in weeks as described above. A building or a portfolio of buildings is billed differently: on a subscription, metered on dwellings. A dwelling is a flat, maisonette or other home within the building. When you set a building up you declare how many dwellings it contains, and that declared count, not the number of residents who have joined the site, is what the subscription is metered on.

The subscription is billed in advance, each billing period, at the price shown on our website at noisy-neighbour.com at the time you subscribe. If you manage more than one building, the subscription is metered on the combined dwelling count across every building it covers.

Changing the declared dwelling count changes your bill from your next billing period, not the current one. If you add a building, or change a building's declared count, partway through a billing period, the new total is reflected in the invoice that follows — nothing is charged or refunded for the remainder of the period already under way.

The first building subscription you ever start includes a seven-day free trial. No payment is taken during the trial, and the subscription becomes chargeable at its end unless you cancel first. This applies once per account, to your first dwelling subscription only.

You can cancel a dwelling subscription at any time from your billing page. Cancelling stops the subscription from renewing at the end of the current billing period; it does not end the period already paid for early, and it does not delete your buildings or their content. A building that has held an active dwelling subscription before keeps running even once that subscription lapses — we never switch it off automatically once it has been funded — but we may email its admins to say that a subscription is needed to keep the account in good standing. The one exception is a building still on your free trial that lapses without ever being funded — see "Free trial" below.

Section 4's other rules — payment through Stripe, what happens to your content, and your statutory rights as a consumer in the United Kingdom — apply to the dwelling subscription in the same way they apply to weeks.

Free trial

Your free trial runs for seven days from the moment you set up your first site or building: no weeks are used and no subscription is charged for any site or building you set up during those seven days. A site or building set up after the trial ends needs weeks bought or a subscription started, in the ordinary way described above. If the trial ends without weeks ever bought or a subscription ever started, the public page, the portal and the notices of every site or building that ran on it are paused for the people around them until you buy weeks or start a subscription; your own access, and their records and content, are unaffected throughout. The trial is given once per account; closing or deleting a site does not start another.

5. Your responsibilities toward the people around your site

This section is important. Read it.

If you run a site on the Service, the neighbours and other stakeholders who join its portal are individuals whose personal data you will see and act on. You agree that:

you are the data controller for any personal data you enter about other people — an issue logged on behalf of a neighbour who telephoned or called at the site, a name in a notice or a message, a photograph in which someone can be identified — and we act as your data processor in respect of it. You are responsible for having a lawful basis under UK GDPR or other applicable law for that processing and, where the law requires, for telling the person that their details are being handled using a third-party tool;
you will not identify a neighbour in a notice or any other published content without their consent. Where the Service offers to include a neighbour's identity when an issue is published as a notice, it does so only after that neighbour has agreed, and you will not work around that by other means;
you will keep the site-manager profile accurate, including the out-of-hours number, and you will answer that number, or have it answered, during the hours you say you will;
you will respond to issues honestly and will not mark an issue as resolved when it is not;
you will publish only documents you are entitled to publish to the people around your site;
you will display the QR code and hoarding notice only on a site you are responsible for, and you will remove them when the site is finished or the portal is switched off; and
you will use the information stakeholders give you — names, address lines, phone numbers, the content of issues and messages — only to run the site and respond to them, and not for marketing or any unrelated purpose.

You indemnify us against any claims, damages, fines, or losses we suffer or incur as a result of your breach of this Section 5 (see Section 12).

6. Acceptable use

Everyone who uses the Service agrees that they will not:

use the Service to do anything illegal under applicable law, or that facilitates someone else doing so;
use the Service to infringe anyone's intellectual property rights, privacy, or other legal rights;
upload content that is defamatory, harassing, abusive, fraudulent, or containing malware;
attempt to reverse engineer, decompile, or extract the source code of the Service or its component models, except where applicable law permits this notwithstanding the prohibition;
circumvent rate limits, access controls, or any other technical restriction;
use the Service to scrape, crawl, or harvest data from third-party sites or services;
resell, sublicense, or commercially redistribute the Service or material parts of it without our prior written agreement;
impersonate any person or misrepresent your affiliation — including joining a portal as a homeowner, building manager or porter when you are not one; or
interfere with the operation of the Service or with other users' enjoyment of it.

If you join a site's portal as a neighbour or other stakeholder, you also agree that you will:

raise issues in good faith about the site and its effect on you, and give an address line that is genuinely yours;
attach photographs and videos only of the site, the works, and their effects — not of people going about their business where that can be avoided, and never of the inside of someone else's home;
keep private messages with the site team civil; and
accept that the site team may block a stakeholder who breaches these rules, after which that stakeholder can no longer post on the portal, and that their earlier words are withdrawn from the site's record.

We may investigate, restrict, or terminate accounts that breach this section.

7. Your content and how the site's record is built

What you upload

You retain ownership of, and all rights in, the content you upload to or create through the Service — issues and follow-ups, messages, notices, photographs, videos and documents ("Your Content").

You grant us a worldwide, non-exclusive, royalty-free licence to host, store, copy, transmit, process, and display Your Content for the limited purpose of providing the Service — to you, to the site team, and to the stakeholders the visibility rules in our Privacy Policy allow to see it. This licence ends when you delete the relevant content, subject to the retention period described in our Privacy Policy.

The site's record and AI-derived outputs

The Service keeps a record of each site for its builder. Parts of that record are built with third-party AI models (currently OpenAI's GPT-4o-mini and embedding models), which:

pick out dated events and follow-up actions from the site team's posts and notices, from issues the site team has acknowledged, and from private message threads the site team has replied in; and
make that text searchable in plain language by the site team.

Those outputs are intended as an aid to the site team. They are not guaranteed to be accurate, complete, or fit for any particular purpose. The site team must review AI-derived content before relying on it for any business, legal, contractual, safety, or regulatory purpose. We are not responsible for any loss, dispute, or decision that arises from an AI output that turns out to be wrong, incomplete, or misleading. Where the Service links an output to the post or notice it was derived from, the link indicates the source the model relied on; it does not guarantee that the model interpreted the source correctly.

How AI providers use your content

We send the text needed for this processing to OpenAI under their API terms. Those terms do not permit OpenAI to use your content to train OpenAI's models unless we opt in (and we do not). Photographs are analysed on our own infrastructure and are not sent to a third-party AI provider; videos are not analysed. Our Privacy Policy explains this in more detail.

Our improvements

Anonymised, aggregated statistics about how the Service is used (for example: total number of issues raised across all sites in a month) may be used to improve the Service. We do not use the substantive content of Your Content for product training or for any commercial purpose unrelated to providing the Service to you.

8. Site teams and stakeholders

Team members

A builder may invite other users to a site. Each person is given a role on that site, and roles are set per site — the same person may hold different roles on different sites. The roles are:

Admin — can see and change everything on the site, including inviting and removing other members and publishing documents;
Collaborator — can see everything on the site and add to it;
Contributor — can submit content to the site and see their own submissions, but cannot see the site's wider content;
Viewer — can see the site's content but cannot change it.

By inviting someone you confirm you have their consent to invite them and to share with them whatever content they will be able to see; you accept that they will be able to view, and (depending on role) add to or edit, the site's content; and you remain responsible for the site as its owner. A member you invite remains a user of the Service in their own right and is bound by these Terms.

Stakeholders

A person who joins a site's portal is not a member of its team. What each kind of stakeholder — neighbour, homeowner, building manager, porter — can see and do is described in our Privacy Policy ("Who sees what"), and the builder controls none of it beyond the choices the Service offers. Stakeholders are users of the Service in their own right and are bound by these Terms.

9. Intellectual property

The Service, including the software, the user interface, the database schema, the AI prompts, the trade name "Noisy Neighbour", and our trade marks, logos, and documentation, is owned by us or our licensors and is protected by intellectual property law. Nothing in these Terms transfers any of our intellectual property rights to you, except for the limited right to use the Service as set out in these Terms.

10. Suspension and termination

We may suspend or terminate your access to the Service:

immediately if you breach Section 5 (your responsibilities toward the people around your site), Section 6 (acceptable use), or fail to pay amounts owing for more than 14 days;
on 30 days' notice for any other reason, including if we discontinue the Service;
as required by law or by a court order.

Where we discontinue the Service generally, we will give you at least 30 days' notice and provide a reasonable way to export your content.

You may terminate at any time by deleting your account in Settings. On termination by either party, the licences granted in these Terms end, your content is retained and then deleted as described in our Privacy Policy, and Sections 7, 9, 11, 12, 13, 14, and 15 of these Terms survive.

11. Disclaimers and limitation of liability

Disclaimer

To the maximum extent permitted by law, the Service is provided "as is" and "as available", and we exclude all express and implied warranties, conditions, representations, and terms (including any implied warranties of merchantability, fitness for a particular purpose, or non-infringement). In particular:

we make no warranty that AI-derived content (extracted events and actions, search results) is accurate, complete, or fit for any purpose;
we make no warranty that the Service will be uninterrupted, error-free, or free from harmful components;
we make no warranty about the conduct of other users — including the site team of a portal you join, or the stakeholders who join a site you run.

Limitation of liability

To the maximum extent permitted by law:

in no event will we be liable for any indirect, incidental, special, consequential, exemplary, or punitive damages, or for any loss of profits, revenue, business, anticipated savings, goodwill, opportunity, data, or contracts, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if we have been advised of the possibility of such losses;
our total aggregate liability under or in connection with these Terms (in contract, tort, or otherwise) is limited to the greater of (a) one hundred pounds sterling or (b) the total amount paid by you to us for weeks in the twelve (12) months preceding the event giving rise to the claim.

What we don't try to exclude

Nothing in these Terms excludes or limits liability for:

death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
any other liability that cannot lawfully be excluded or limited.

If you are a consumer in the United Kingdom, nothing in these Terms affects your statutory rights as a consumer. Some of the limitations above may not apply to you to the extent prohibited by law.

12. Indemnity

You will indemnify and hold us harmless from and against any claims, demands, losses, damages, fines, costs, and expenses (including reasonable legal fees) arising out of or in connection with:

your breach of these Terms (in particular Section 5);
your use of the Service in breach of applicable law;
a third party's claim that your use of the Service has infringed their rights (including privacy, data-protection, intellectual property, or contractual rights); or
the content you upload or share through the Service.

We will notify you promptly of any claim covered by this indemnity, give you reasonable cooperation in defending it, and not settle without your prior agreement (which you will not unreasonably withhold).

13. Changes to these Terms

We may update these Terms from time to time. When we do, we will revise the "Last updated" date at the top. If the changes are material, we will notify you by email and/or by a notice in the Service at least 30 days before they take effect. Your continued use of the Service after the changes take effect constitutes acceptance of the updated Terms.

If you do not accept the changes, you must stop using the Service before they take effect.

14. Governing law and jurisdiction

These Terms, and any dispute arising out of or in connection with them or with the Service, are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or the Service, except that:

if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the country you live in; and
nothing prevents us from seeking urgent or injunctive relief in any court of competent jurisdiction.

15. General

Entire agreement. These Terms, together with the Privacy Policy and any additional terms you accept when buying weeks, constitute the entire agreement between you and us in relation to the Service. They replace any earlier agreement.

Severability. If any provision of these Terms is held to be unenforceable, the remaining provisions remain in full force.

Waiver. Our failure to enforce any provision of these Terms does not waive our right to do so later.

Assignment. You may not assign your rights under these Terms without our prior written agreement. We may assign our rights and obligations under these Terms to a successor in connection with a sale, merger, reorganisation, or other corporate transaction.

No third-party rights. No one who is not a party to these Terms has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of them.

Notices. We will send notices to you by email to the address associated with your account, or by a notice in the Service. You should send notices to us at info@noisy-neighbour.com.

Force majeure. Neither party is liable for a delay or failure in performance caused by events outside its reasonable control (such as natural events, war, civil unrest, industrial action, or third-party service outages).

16. Contact

Email: info@noisy-neighbour.com
Postal: ANSONBY LTD, C/O N R Betts & Co, 2 Victoria Square, Fountain Court, St Albans, Hertfordshire, United Kingdom, AL1 3TF