- Contact & Information about us
- We are The Property Ladder Group Ltd a company registered in England and Wales with company registration number 12346979 and a registered office address of 122 Feering Hill, Feering, Colchester, England, CO5 9PY, which is also our contact address. Our registered VAT number is GB 339 2411 09. You can contact us by telephoning our customer service team at, by writing to us at or to the above address.
- If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order or when you requested services from us.
- When we use the words “writing” or “written” in these terms and conditions, this includes emails.
- These terms & CONDITIONS
- These are the terms and conditions on which we supply services to you. The services we offer and provide shall include but are not limited to: property valuations, sales, insurance, clearance and related services, which we provide to both businesses (such as but not limited to: law firms and housebuilders across the UK) as well as individual consumers of the general public. We are also able to offer a service of a referral to selected companies/mortgage providers who can then offer you financial support in the form of mortgages and mortgage services. Any reference in these terms and conditions to ‘services’ shall include the above but not be limited to the above and we shall be permitted to offer any other services that we deem appropriate or are able to offer, in our sole discretion. The precise services to be provided to you shall be confirmed during the order process for the avoidance of any doubt.
- Please read these terms and conditions carefully before you submit your order to us or request that we supply services to you (reference in these terms and conditions to “order” shall be interpreted to include any request from you for the supply of services by us – in whatever format, whether via telephone, email or via app). These terms and conditions tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms and conditions or require any changes, please contact us to discuss.
- In some areas you will have different rights under these terms and conditions depending on whether you are a business or consumer. You are a consumer if: you are an individual, or you are buying services from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
- If you are a business customer these terms and conditions constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and conditions and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
- Our contract with you
- Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
- If we are unable to accept your order, we will inform you of this and will not charge you for the services. This might be because of (but not limited to) unexpected limits on our resources which we could not reasonably plan for, because a credit reference we have obtained for you does not meet our minimum requirements, because we have identified an error in the price or description of the services or because we are unable to meet a performance deadline you have specified.
- Our website is solely for the promotion of our services in the UK and we only supply our services in the UK. Unfortunately, we do not accept orders from addresses outside the UK.
- Our Services
- The descriptions of the services on our website or in any other promotional materials of ours are for illustrative purposes only. Although we have made every effort to display/describe the services accurately, we cannot guarantee that they fully and accurately reflects the services. Your services may vary slightly from those descriptions but will not differ materially or affect the services to be provided. The remit of the services will be confirmed to you during the order process.
- Your rights to make changes
If you wish to make a change to the services you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
- Our rights to make changes
- We may change the services and these terms and conditions: to reflect changes in relevant laws and regulatory requirements; and/or to implement minor technical adjustments and improvements, for example to address a security threat. These changes will not affect your use of the services.
- We may make material changes to these terms and conditions or the services, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received.
- Providing the Services
- During the order process we will let you know when we will provide the services to you. If the services are ongoing services, we will also tell you during the order process when and how you can end the contract.
- If the services are one-off services. We will begin the services on the date agreed with you during the order process. The estimated completion date for the services is as told to you during the order process but time shall not be of the essence in any respect.
- If the services are ongoing services. We will supply the services to you until the services are completed or you end the contract as described in section 9 of these terms and conditions or we end the contract by written notice to you as described in section 8 of these terms and conditions.
- We reserve the right to change you an administration fee for the arranging of any additional works on the property in question, at a rate of £25.00. Should you require items or paperwork to be forwarded or sent to you, we again reserve the right to change postage/delivery of such items again in our sole discretion.
- If you do not allow us access to your property to perform the services as arranged (and you do not have a good reason for this) we may charge you additional costs incurred by us as a result. If, despite our reasonable efforts, we are unable to contact you or re-arrange access to your property we may end the contract and section 2 will apply.
- We may need certain information from you so that we can supply the services to you. If so, this will have been stated in the description of the services on our website or at the time your order was confirmed by us. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and section 2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the services late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
- If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
- We may have to suspend the supply of a services to: deal with technical problems or make minor technical changes; update the services to reflect changes in relevant laws and regulatory requirements; and/or make changes to the services as requested by you or notified by us to you (see section 6).
- If you do not pay us for the services when you are supposed to (see section 4) and you still do not make payment within 30 days of us reminding you that payment is due, we may suspend supply of the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the services. We will not suspend the services where you dispute the unpaid invoice (see section 13.6). We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on your overdue payments in accordance with section 13.6.
- We will contact you in advance to tell you we will be suspending supply of the services, unless the problem is urgent or an emergency. If we have to suspend the services for longer than 3 months in any 6 month period we will adjust the price so that you do not pay for services while they are suspended. You may contact us to end the contract for a services if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 6 months and we will refund any sums you have paid in advance for the services in respect of the period after you end the contract.
- Our rights to end the contract
- We may end the contract for services at any time by writing to you if: you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due; you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services; you ask us to carry out or perform anything which we deemed (in our sole discretion) to be illegal, unlawful, unethical or inappropriate; or you do not, within a reasonable time, allow us access to your premises to supply the services.
- If we end the contract in the situations set out in section 1 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
- We may write to you to let you know that we are going to stop providing the services. We will let you know at least 2 week in advance of our stopping the supply of the services and will refund any sums you have paid in advance for services which will not be provided.
- Your rights to end the contract
Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing, when you decide to end the contract and whether you are a consumer or business customer.
- Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:
- we have told you about an upcoming change to the services or these terms and conditions which you do not agree to (see section 2);
- we have told you about an error in the price or description of the services you have ordered and you do not wish to proceed;
- there is a risk that supply of the services may be significantly delayed because of events outside our control;
- we have suspended supply of the services for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than 6 months; or
- you have a legal right to end the contract because of something we have done wrong.
- Exercising your right to change your mind if you are a consumer (Consumer Contracts Regulations 2013). If you are a consumer then for most services bought online (including via email) over the phone or otherwise at a distance you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms and conditions. This right does not apply where the services are to be provided within 14 days of the date your order is accepted as requested by you.
- Your right as an individual consumer to change your mind does not apply in respect of services, once these have been completed, even if the cancellation period is still running or where these are to be provided within 14 days of your order being accepted by us as set out above. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
- If you are an individual consumer how long you have to change your mind depends on what you have ordered and how it is performed.
- Have you bought services? If so, you have 14 days after the day we email you to confirm we accept your order. However, once we have completed the services you cannot change your mind, even if the period is still running or where the services are to be provided within 14 days of our acceptance of your order as per your request, you cannot change your mind. If you cancel after we have started the services or where the services are to be provided within 14 days of our accepting your order, you must pay us for the services provided up until the time you tell us that you have changed your mind or otherwise reimburse us for the time spent as compensation in preparation of the supply of the services.
- Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you are not a consumer who has a right to change their mind (see section 1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you are not a consumer who has changed their mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the costs we will incur as a result of your ending the contract.
- How to end the contract with us (including if you are a consumer who has changed their mind)
- To end the contract with us, please let us know by contacting us by one of the methods set out in section 1 of these terms and conditions. Please provide your name, home address, details of the order and any order number (details of what you bought, when you ordered or received) and, where available, your phone number and email address.
- If you are entitled to a refund under these terms and conditions we will refund you the price you paid for the services, by the method you used for payment. However, we may make deductions from the price, as described below.
- If you are exercising your right to change your mind, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind or for any sums incurred in preparing for the provision of the services in question. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract.
- We will make any refunds due to you as soon as possible. If you are a consumer exercising your right to change your mind then your refund will be made within 14 days of your telling us you have changed your mind
- If there is a problem with the Services
If you have any questions or complaints about the services, please contact us using the information within section 1 of these terms and conditions.
- Your rights in respect of defective Services if you are a consumer
- If you are an individual consumer we are under a legal duty to supply services that are in conformity with this contract. There is no such duty or right in respect of business customers. See the box below for a summary of your key legal rights in relation to the services. Nothing in these terms and conditions will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.
For services, the Consumer Rights Act 2015 says:
a) You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
b) If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
c) If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.
See also section 9.1.
- Price and payment
- The price of the services (which excludes VAT and therefore, any prices for the services will need to have VAT added to it) will be the price indicated on the order pages when you placed your order or otherwise confirmed to you by us at the time we accepted your order. We take all reasonable care to ensure that the price of the services advised to you is correct. However please see section 3 for what happens if we discover an error in the price of the services you order.
- If the rate of VAT changes between your order date and the date we supply the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the rate of VAT takes effect.
- It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the services’ correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the services’ correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
- We accept payment with all major credit and debit cards as well as by bank transfer. We will invoice you for the price of the services when we have completed them. Each individual invoice is to be settled as per the terms set within.
- If you are a business customer you must pay all amounts due to us under these terms and conditions in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
- If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 2% a year above the base lending rate of the Bank of England from time to time as well as a late payment administration fee of £100 plus VAT. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
- If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.
- Our responsibility for loss or damage suffered by you if you are a consumer
- If we fail to comply with these terms and conditions, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
- We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services as summarised at section 1; and for defective services under the Consumer Protection Act 1987.
- If we are providing services in your property, we will make good any damage to your property caused by us while doing so. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that we discover while providing the services.
- We are not liable for business losses. If you are a consumer we only supply the services for to you for domestic and private use. If you use the services for any commercial, business or re-sale purpose our liability to you will be limited as set out in section 15.
- We are not liable in any way to any third parties involved or otherwise engaged/consulted with in the provision of the services whatsoever.
- Our responsibility for loss or damage suffered by you if you are a business
- Nothing in these terms and conditions shall limit or exclude our liability for: death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable); fraud or fraudulent misrepresentation; or any matter in respect of which it would be unlawful for us to exclude or restrict liability.
- All terms implied by sections 13 to 15 of the Sale of Goods Act 1979 and sections 3 to 5 of the Supply of Goods and Services Act 1982 are excluded.
- Subject to section 1: we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to the lower of 1,000,000 (in line with the our insurance limits or any amount actually paid out by our insurance company pursuant to said insurance policy) or the total sums paid by you for services under such contract.
- How we may use your personal information
- Other important terms
- We may transfer our rights and obligations under these terms and conditions to another organisation. We will always tell you if this happens and we will ensure that the transfer will not affect your rights under the contract.
- You may only transfer your rights or your obligations under these terms and conditions to another person if we agree to this in writing. We may not agree and do not have to give a reason or be reasonable when considering whether or not to agree.
- This contract is between you and us. No other person shall have any rights to enforce any of these (or its) terms and conditions.
- Each of the paragraphs of these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
- If we do not insist immediately that you do anything you are required to do under these terms and conditions, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
- If you are a consumer, these terms and conditions are governed by English law and you can bring legal proceedings in respect of the services in the English courts.
- If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.