Terms of Service

These Terms of Service (the “Terms”) govern your access to and use of the Latch mobile app, website, and related services (together, the “Service”), operated by Latch Technologies Inc. (“Latch,” “we,” “us”). By creating an account, accepting an invitation from a property manager, or otherwise using the Service, you agree to these Terms. If you do not agree, do not use the Service.

If you are using the Service on behalf of an organization (a strata corporation, property management company, or service provider), you represent that you have authority to bind that organization to these Terms.

Latch is a building operations platform that lets residents, property managers, concierges, and approved service providers coordinate amenity bookings, package logging, parking, service requests, building notices, payments, and related activities.

We may add, change, or remove features over time. We will give reasonable notice of material changes that affect how you use the Service.

You must be at least 16 years old to use the Service. Accounts are generally created for you by your property manager or strata council; you complete sign-up by following the invitation link.

You are responsible for safeguarding your password and for all activity under your account. Notify us at hello@latch-hq.com if you suspect unauthorized access. We may suspend or close accounts that show signs of compromise, fraud, or misuse.

Each account is for a single individual. You may not share login credentials. Concierge stations and shared building devices may be assigned a designated “station” account at your property manager’s request.

You agree not to:

• Use the Service to violate any law or the rights of another person.
• Post content that is defamatory, harassing, threatening, hateful, sexually explicit, or otherwise inappropriate for a residential building setting.
• Submit false service requests, fake package logs, fraudulent parking infractions, or any other deliberately inaccurate data.
• Reverse engineer, decompile, scrape, or attempt to access the Service except through the interfaces we provide.
• Probe, scan, or test the security of the Service except under a coordinated disclosure agreement with us.
• Interfere with other users’ ability to use the Service or with the operation of the building.
• Use the Service to send unsolicited commercial messages.

We may remove content, suspend access, or terminate accounts that violate this section. Serious violations (threats, illegal activity, security attacks) will be reported to the appropriate authorities.

You retain ownership of content you submit (service request descriptions, photos, notice replies, profile photo). You grant Latch a worldwide, non-exclusive, royalty-free licence to host, display, and process your content solely to operate the Service and to share it with other authorized users in your building, your property manager, and our service providers as described in our Privacy Policy.

You are responsible for the content you submit, including making sure you have the right to share photos that include other people, and that the content is accurate.

If your account was created by a property manager or strata corporation, that organization is the “Customer” under our agreement with them. The Customer controls building-level settings, can see operational data about your account (service requests, bookings, infractions, payments), and may add or remove users.

If you have a dispute about how the Customer is using the Service with respect to your unit (for example, a contested infraction), raise it with the Customer first. We can answer questions about the Service itself but we are not the decision-maker on building operations.

Strata fees, amenity bookings, move-in deposits, and marketplace services are processed by Stripe Inc. on our behalf. By making a payment you also accept Stripe’s terms.

Recurring charges (such as monthly strata fees) continue until you cancel or your property manager removes the charge from your account. Refunds are governed by your strata bylaws and the specific service’s cancellation policy, which is shown before you confirm payment.

Late or failed payments may be reported to your property manager and may incur late fees imposed by the strata corporation. Latch does not impose its own late fees on residents.

Some services in the Marketplace (cleaning, handyman, dog walking, grocery runs, and similar) are provided by independent service providers, not by Latch. We vet providers before approving them for your building, but we are not responsible for the quality, timeliness, or outcome of work they perform. Your contract for those services is with the provider; payments flow through Latch for convenience and dispute handling.

We aim for high availability but the Service is provided “as is” and “as available.” Maintenance windows, third-party outages (Supabase, Vercel, Stripe, Apple push notifications), and unexpected incidents may cause interruptions.

For emergencies (fire, flood, security, medical), do not rely on the Service. Call your concierge or 9-1-1.

To the fullest extent permitted by law, Latch disclaims all implied warranties, including merchantability, fitness for a particular purpose, and non-infringement. We do not warrant that the Service will be uninterrupted, error-free, or completely secure, or that any specific result will be achieved through use of the Service.

To the maximum extent permitted by law, Latch and its directors, officers, employees, and agents will not be liable for any indirect, incidental, special, consequential, or punitive damages, or for any loss of profits, revenue, data, or goodwill, arising out of or in connection with the Service.

Our total aggregate liability for any claim arising out of or relating to these Terms or the Service is limited to the greater of (a) the amounts you paid to Latch in the twelve months preceding the event giving rise to the claim, or (b) one hundred Canadian dollars (CA$100).

Some jurisdictions do not allow limitation of liability for certain damages; in those jurisdictions our liability is limited to the smallest extent permitted by law.

You agree to indemnify and hold harmless Latch from any claim, loss, or expense (including reasonable legal fees) arising out of (a) your violation of these Terms, (b) your misuse of the Service, or (c) content you submit that infringes someone else’s rights.

You may stop using the Service at any time and delete your account following the steps on our Delete Account page.

We may suspend or terminate your access if you breach these Terms, if your property manager removes you from the building, or if we wind down the Service. Sections that by their nature should survive termination (ownership, payments owed, disclaimers, limitation of liability, indemnification, governing law) will survive.

We may update these Terms from time to time. The “Last updated” date at the top of the page reflects the most recent change. For material changes we will notify you through an in-app message or email at least 14 days before the change takes effect. Continuing to use the Service after a change means you accept the updated Terms.

These Terms are governed by the laws of British Columbia and the federal laws of Canada applicable in British Columbia, without regard to conflict-of-law rules. Any dispute arising out of or relating to these Terms or the Service will be resolved exclusively in the courts of British Columbia, and you consent to their jurisdiction.

Nothing in this section restricts your statutory consumer rights in your province or country of residence.

For questions about these Terms:

Latch Technologies Inc.
legal@latch-hq.com
Vancouver, British Columbia, Canada

For general support, please write to hello@latch-hq.com.