These terms of business and service schedules apply from 1 July 2026.

Important information before you book

These terms explain what is included in your booking, what we need from you and what happens if something goes wrong. Read them with your quotation and Order Confirmation. Please raise any term you do not understand or wish to discuss before booking.

Routine amendments and standard download access normally last three calendar months. These are service windows, not deadlines that extinguish legal rights. Becoming inactive does not remove rights attached to work you have already purchased. Marketing floor plans are different from lease plans and measured surveys. Hosting is for the agreed period, not indefinitely. Standard Matterport and 360° virtual-tour hosting includes 12 months; each additional year is £150 excluding VAT (or the current rate in Schedule G). Consumer cancellation rights appear in clause 9. Business liability provisions appear in clause 21 and must be read with any expressly agreed liability limit in your Order Confirmation.

1. Who we are and what these terms cover

1.1 “Photoplan”, “we”, “us” and “our” mean Photoplan Bookings Limited, a company registered in England and Wales under company number 15146643, whose registered office is 1 Towerfield Close, Southend-on-Sea, Essex, SS3 9QP. Photoplan is our trading name.

1.2 Contact us at hello@photoplan.co.uk, by telephone on 0203 384 7766, or by post at our registered office. The same contact details may be used for cancellations and complaints. Any different correspondence address agreed for an Order will also be shown in its confirmation.

1.3 These terms apply to services that you purchase from us through our website, booking application, shop, email, telephone or an agreed business account. They include work booked through photoplan.co.uk, app.photoplan.ai and photoplanshop.com where we are expressly identified as the supplier.

1.4 They cover commissioned photography, video, drone work, floor plans, lease plans, measured surveys, digital twins, tours, hosting, CGI, virtual staging, image editing, AI-assisted production and EPC services, to the extent included in your Order. Only the relevant service schedules apply.

1.5 A link to, or integration with, ReHub Studio or another platform does not make us the supplier of everything offered by that platform. A separately purchased software subscription, credit pack, standalone document-retrieval service or other supplier’s product requires the applicable supplier’s separate terms, clearly identified before purchase. Where we sell you a commissioned service and use such a platform to produce it, we remain responsible for our contracted service.

1.6 These terms do not automatically replace the terms of an earlier Order, transfer a contract from another company or reduce an existing agreed access, hosting, pricing or support commitment.

2. Definitions and interpretation

2.1 Client / you: the person or legal entity contracting with us, identified in the Order Confirmation. A Consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. A Business Client is a Client who is not a Consumer. Actual circumstances determine this status; an account label cannot remove consumer rights.

2.2 Order: the particular commission accepted by us. Order Confirmation: our email or application confirmation expressly accepting the Order and identifying its scope, price and material arrangements. Deliverables: the finished outputs expressly included in that Order. Client Materials: information, plans, images, documents, branding, recordings or other material supplied by you or on your behalf.

2.3 Working Day: Monday to Friday, excluding bank holidays in England and Wales. Working Hours: 9 am to 5 pm on a Working Day, using the Europe/London time zone. Any different appointment hours expressly agreed do not change the office hours used to calculate cancellation notice.

2.4 Calendar month: a period ending on the corresponding date in the relevant later month, or its last day where there is no corresponding date. A three-month window beginning on 1 July ends at 11.59 pm on 1 October. Delivery periods expressed in Working Days exclude weekends and the bank holidays above.

2.5 Routine Amendment: a preference-led or instruction-led change, within the original brief, rather than a correction needed because our work failed to meet the contract. Revision Round: one consolidated set of instructions from your authorised contact, followed by our revised issue. Defect: an alleged failure of our work to meet the agreed specification or an applicable legal standard, including the duty to use reasonable care and skill.

2.6 Completed Booking, for account activity only, means an accepted chargeable commission for which we have delivered the initial commissioned outputs. It does not require included hosting or amendment periods to have ended. A cancelled booking, free test, mere quotation, hosting renewal, archive retrieval or amendment-only request does not count as a new Completed Booking.

3. Contract documents and priority

3.1 The contract consists of the agreed quotation or specification, the Order Confirmation, any expressly agreed project-specific variation, the relevant service schedules and these general terms, supplied or made available before you commit.

3.2 If documents conflict, an expressly agreed project-specific variation takes priority, then the agreed quotation and Order Confirmation, then the relevant service schedule, then the general terms. A liability restriction is not introduced or increased simply by inserting it in a later confirmation: it must have been expressly agreed before the Order was concluded.

3.3 For Consumers, mandatory legal rights and legally binding pre-contract information take priority over any inconsistent wording. Information about our service that is legally binding is not cancelled by a general disclaimer or an entire-agreement provision.

3.4 Your purchase-order terms do not replace these terms unless we expressly accept them. The Privacy Notice and Cookie Policy explain our data practices; their existence does not constitute consent to optional marketing, unnecessary cookies or unrelated use of your content.

4. Making and accepting bookings

4.1 Provide the correct property address and postcode, service required, approximate area, intended use, access arrangements, invoicing details and any critical deadline or special requirement. Tell us before acceptance if a plan or survey will be relied upon for a legal transaction, design, construction, valuation or another specialist purpose.

4.2 A booking request, automatic receipt, payment authorisation or discussion of availability is not acceptance. The contract is formed when we send an Order Confirmation expressly accepting the booking. We will supply the applicable terms and confirmation in a form you can keep. If we cannot accept an Order, we will promptly return money taken for it.

4.3 Unless stated otherwise, quotations remain open for 30 calendar days. An unaccepted quotation does not reserve an appointment. Any obvious pricing or description error will be explained and corrected before acceptance; we will not use this provision to impose a higher price on an already concluded contract.

4.4 The legal entity named as Client is responsible for payment. An estate agent, managing agent, developer or solicitor booking in its own name remains the Client unless we expressly agree before acceptance that it is acting solely as agent for a disclosed principal who becomes the Client. A vendor’s failure to reimburse an agent does not transfer that agent’s payment obligation to us.

4.5 A person placing or changing a business Order must have authority to act for the named Client. Merely acting as an authorised employee does not create a personal guarantee. You must identify the person authorised to approve proofs, variations and additional charges.

5. Scope, changes and project information

5.1 We will supply the services and Deliverables specified in your Order with reasonable care and skill. Services, source files, visits, formats, usage rights and specialist outputs not included in the agreed scope are not automatically included because they appear elsewhere on our website.

5.2 We will explain any material limitation affecting the intended purpose before acceptance where it is reasonably apparent. We will not substitute a marketing product for a commissioned professional survey or lease plan without your express agreement.

5.3 A change to the property, brief, selected images, approved design, requested format or intended use may require a variation. We will explain the price and timing implications and obtain approval before doing additional chargeable work. Silence is not approval of an extra charge.

5.4 If information supplied by you materially understates the property’s area or complexity, we will explain the discrepancy and seek an agreed variation. If no variation is agreed, we may pause the affected work while discussing a reduced scope or cancellation. Any charge must relate to work properly authorised and performed or a lawful cancellation charge; we will not simply impose an undisclosed surcharge.

5.5 We may reasonably rely on Client Materials for matters outside our agreed verification scope. We remain responsible for our own work and for raising material inconsistencies that a competent supplier performing the agreed service should identify.

5.6 Where progress depends on your instructions or approval, we will identify what is outstanding and the effect on timing. After 30 calendar days without the necessary response, and a further 14 days’ written warning, we may close the unfinished project administratively. This does not deem a proof approved or make undelivered work payable. Restarting may require an agreed revised schedule or quotation.

6. Access, preparation, keys and safety

6.1 Arrange lawful access to all agreed areas at the agreed time and tell owners, occupiers and site managers what the visit involves. Obtain the permissions you are responsible for obtaining. Advise us of restricted spaces, security rules, induction requirements, parking restrictions, pets, known hazards, fragile finishes and any restrictions on recording or publication.

6.2 The property should be ready for the commissioned work. Unless included in the Order, we do not provide cleaning, furniture removal, repairs, decluttering on site, working-at-height access or moving heavy or valuable items. Ask about any required preparation before the visit.

6.3 Keep children and animals appropriately supervised. We may stop work or decline access where a competent assessment identifies an unreasonable safety risk, abuse, unlawful activity or conditions preventing proper performance. We will explain the reason and discuss safe alternatives. We do not charge you for a problem caused by our own failure to prepare, act safely or provide the agreed equipment.

6.4 You are responsible for accurate key-collection instructions and authority to release keys. We will take reasonable care of keys and access devices while in our custody, use them only for the authorised visit and return them as agreed. We do not exclude responsibility for negligent key loss or property damage.

6.5 We are not an ongoing security, alarm-monitoring or property-management service. We will follow reasonable agreed securing instructions on departure and tell the nominated contact promptly if we become aware of a material access or security problem.

6.6 Reasonable access-related waiting or an additional visit may be chargeable only under clause 8 or an approved quotation. Parking, travel, congestion, key-collection and specialist-access charges must be disclosed or their calculation agreed before they are incurred.

7. Appointments, delivery dates and delays

7.1 Appointment windows and turnaround times will be identified in the Order. We will distinguish a target from an expressly agreed essential deadline. Where no completion time is fixed, we will perform within a reasonable time. A next-Working-Day target is not a promise for every service or property size.

7.2 Production timing may depend on access, complete instructions, the agreed deposit, image selections, proof approvals and information from your adviser. We will explain dependencies before booking and tell you promptly about a material delay, its cause, the steps being taken and a revised delivery proposal.

7.3 We will not treat all delay as your risk. If we miss an expressly agreed essential deadline, refuse to perform, or fail to perform within a further reasonable period you give us after delay, you may end the affected unperformed part and obtain any refund and other remedy to which you are entitled. You need not grant an extra period where the law permits immediate cancellation.

7.4 We may propose a replacement suitably qualified operator or a revised appointment where the original operator is unavailable. A materially different service or unacceptable replacement date requires your agreement; clause 7.3 and your other rights remain available.

7.5 We will exercise professional judgement over composition and practical production methods within the brief. We do not promise a sale, letting, valuation, planning result, registration outcome, level of viewer engagement or other commercial result unless expressly and lawfully agreed as part of the service.

8. Cancellation, rescheduling, failed access and wasted visits

8.1 This clause governs contractual cancellation and rescheduling. It does not replace the Consumer cooling-off rights in clause 9 or charge you for exercising a right arising from our breach.

8.2 Notify us as soon as possible by email, telephone or an available booking-cancellation function. A clear cancellation does not depend on us sending an acknowledgement. Keep evidence of the notice. We will confirm receipt when practicable.

8.3 For a standard property appointment, there is no appointment cancellation charge where at least three Working Hours’ notice is given. Only time within Working Hours counts. For example, cancelling a Monday 10 am appointment by 3 pm on the preceding Working Day provides three Working Hours’ notice.

8.4 With less notice, or where agreed access fails for a reason for which you are responsible, the standard appointment charge is up to £50 plus VAT, subject to clause 8.7. It is not both £50 and 50% of the job price. No separate booking-fee forfeiture is added for the same loss.

8.5 If we cannot start for more than 20 minutes after the agreed appointment or arrival window because access or the property is not ready, we will make reasonable attempts to contact the nominated person. We may then leave where waiting longer would disrupt other work. Any charge follows clauses 8.4 and 8.7. Additional waiting is chargeable only if you approve its rate beforehand.

8.6 A bespoke production, multi-person survey, hired-equipment booking or multi-day commission may have a separately agreed cancellation schedule reflecting its reserved resources. It must be provided before acceptance. Properly authorised work already completed and specifically approved, non-recoverable third-party commitments may be payable on cancellation, subject to clause 8.7 and Consumer rights.

8.7 We will take reasonable steps to reduce our loss. A cancellation charge or retained prepayment will not exceed our reasonable net loss from the cancellation, allowing for costs saved and replacement work obtained, nor the price of the affected cancelled services. We will explain the calculation on request. Payments for completed work, deposits and cancellation charges will not compensate us twice for the same loss. Any remaining prepayment will be refunded promptly.

8.8 A rescheduled appointment is treated as a cancellation of the original slot only to the extent it causes a recoverable loss under this clause. We will not apply a charge simply because the date changes where there is no such loss.

8.9 Where we decide that weather or another condition prevents safe or lawful performance, we will discuss rescheduling, a suitable alternative or cancellation of the affected element. There is no standard client late-cancellation fee simply because our operator cannot safely proceed. The relevant service schedule explains weather-dependent work. A preference for different weather where safe performance remains possible is an ordinary rescheduling request.

8.10 If we cancel because of our own staffing, equipment or administrative failure, no client cancellation charge applies. You may accept a suitable replacement arrangement or receive a refund for the affected services not supplied, without losing any further remedy available for our breach.

9. Additional rights for Consumers

9.1 If you enter into a qualifying distance or off-premises contract for services or digital content not supplied on a physical medium, you normally have 14 calendar days after the date the contract is made to cancel without giving a reason. For example, a qualifying service contract made on 1 July can normally be cancelled until the end of 15 July. We will tell you before contracting if a lawful exception applies; bespoke services are not automatically exempt merely because they concern your property.

9.2 You may cancel by any clear statement to us using the contact details in clause 1.2. You may, but do not have to, use the form in Schedule H. Sending the cancellation before the deadline is sufficient. Where required cancellation information has not been supplied, the cancellation period can be extended as provided by law, potentially for up to 12 months beyond the original period. Any statutory extension of a deadline, including where applicable because it ends on a weekend or public holiday, is preserved.

9.3 We will not start a service during the cancellation period unless you expressly request an early start. For an off-premises contract, the request must be in a form that can be retained, such as email. We will record the request separately from general acceptance of these terms. Without it, we will schedule performance after the cancellation period.

9.4 If you validly cancel after an expressly requested early start, you may have to pay a proportionate amount for the service properly supplied up to cancellation, calculated against the agreed total price, or reasonable market value if that price is excessive. This applies only where the required information and request conditions have been met. No ordinary appointment cancellation penalty is added for exercising this statutory right.

9.5 Your service cancellation right ends before the 14-day period expires only once the service has been fully performed, where performance began at your express request and you acknowledged beforehand that full performance would end that right. Attendance alone does not fully perform an Order that also requires delivery of edited images, plans or other work.

9.6 For a separately identifiable supply of digital content not on a physical medium, early supply requires your express consent and acknowledgement that the cancellation right will be lost when supply begins, together with the legally required confirmation. We will obtain and record these separately where relevant. Calling commissioned surveying or photography “digital content” does not remove the service cancellation rules.

9.7 We will refund sums due following a statutory cancellation without undue delay and within 14 calendar days after being informed of your decision, using the original payment method unless you expressly agree otherwise, without a refund fee. We may deduct only amounts lawfully payable. Where we fail to meet the legal conditions for charging for early services or digital supply, we will not charge for that early supply contrary to those rules.

9.8 You have rights where services are not carried out with reasonable care and skill or do not meet other binding requirements. Depending on the circumstances, these include repeat performance at our cost, within a reasonable time and without significant inconvenience, or an appropriate price reduction where the legal conditions are met. A reduction can be up to the full price. Any statutory price-reduction refund will be made within 14 calendar days after we agree you are entitled to it. Other legal remedies are not excluded.

9.9 Digital content must meet applicable requirements, including description, satisfactory quality and fitness for a particular purpose where the law requires. Statutory remedies may include repair or replacement and a price reduction. Rights concerning damage to your device or other digital content caused by a failure to exercise reasonable care and skill remain available. Printed goods supplied as part of an Order must also meet their applicable statutory standards.

9.10 Our routine amendment limits, account activity rules, proof process, payment provisions and archive charges do not remove these rights. You do not have to purchase another service to make a valid complaint. Clause 21’s Business Client restrictions do not apply to you.

10. Prices, VAT, deposits and payment

10.1 The agreed price and any unavoidable additional charge will be disclosed before acceptance. Consumer prices will be presented inclusive of VAT and other unavoidable charges. Business quotations may show VAT separately. Where a charge cannot reasonably be calculated in advance, we will explain its calculation and obtain agreement before incurring it.

10.2 Schedule G contains default ancillary charges. The price and allowance expressly agreed for your Order take priority. No price-list update changes an accepted Order or an unexpired fixed-price agreement without a valid agreed variation.

10.3 Unless credit or milestone terms are agreed, one-off Orders are payable in advance. Any deposit or staged payment must be specified in the quotation. A deposit is a part-payment, not automatically a non-refundable fee.

10.4 Approved business-account Clients are normally invoiced twice monthly, on or around the 1st and 15th, with payment due within 14 calendar days of receipt, unless a different period is agreed in writing. Account approval, credit limits and future credit facilities are at our reasonable commercial discretion. We will not retrospectively accelerate an agreed invoice due date.

10.5 Where an agreed payment is due before performance or delivery, we may wait for that payment before starting the relevant stage. This does not entitle us to charge for work not supplied or prevent you exercising a statutory remedy. Licences for approved credit-account use are addressed in clause 18.

10.6 Tell us promptly about a disputed invoice and explain the concern so we can investigate. Pay any genuinely undisputed amount when due. A Consumer may withhold an appropriate disputed amount where legally entitled; nothing requires payment first as a condition of asserting a valid claim.

11. Late payment and proportionate suspension

11.1 For qualifying business debts, we may claim statutory interest, statutory fixed compensation and recoverable debt-recovery costs under the Late Payment of Commercial Debts legislation. Statutory interest is calculated at eight percentage points above the applicable Bank of England reference rate. We will not recover the same collection cost twice. This business statutory interest regime is not applied to Consumers.

11.2 If an undisputed sum remains overdue, we may give written notice requiring payment within seven calendar days and explaining any intended suspension. If it is still unpaid, we may proportionately suspend affected work, future credit bookings or related hosting until payment or an agreed resolution. Immediate suspension is reserved for serious security, fraud or safety grounds under clause 27.

11.3 We will not use suspension to prevent a legitimate defect complaint, revoke fully paid rights on an unrelated Order or dispose of data contrary to our legal obligations. For Consumers, any suspension must respect an arguable claim or lawful withholding of payment and must not be disproportionate.

11.4 We may refuse new credit or require advance payment for new Orders. This does not cancel already accepted commitments without a contractual or legal basis. Reasonable remobilisation charges following a justified suspension require advance agreement.

12. Active-client status and commercial benefits

12.1 You are an Active Client if the same contracting legal entity has at least one Completed Booking within the preceding three calendar months. Branches of that entity are counted together unless a branch-specific arrangement was expressly agreed. Separate companies, franchisees and group entities are not combined automatically.

12.2 If there is no qualifying Completed Booking within that period, the account is inactive for discretionary commercial benefits. We may then discontinue future preferential pricing, priority scheduling, reduced retrieval rates or other non-guaranteed account benefits. We will tell you the applicable price before any new Order or chargeable request is accepted.

12.3 There is no minimum-booking obligation or inactivity penalty merely for holding an account. Inactivity does not cancel paid hosting, end an existing Order’s included amendment allowance, change an agreed fixed-price period or remove rights concerning previously purchased work.

12.4 A new Completed Booking restores active status prospectively. It does not automatically reinstate an old discount agreement, renew an expired routine amendment window or make archived files available. New accepted Orders have their own contractual rights and service windows.

13. Routine amendments and the three-month window

13.1 Unless your Order expressly states otherwise, requests for included Routine Amendments must reach us within three calendar months of first delivery of the relevant reviewable output. For proof-led work, including lease plans and CGI, this is the first usable proof issued for review; for other work it is the first usable finished delivery. A corrupt, inaccessible or substantially incomplete file does not start the window.

13.2 The applicable service schedule or Order specifies the included number of Revision Rounds and any time allowance. The three-month window is not an unlimited editing package. It does not include property alterations, a new legal transaction, a changed demise, a substantially changed design, another visit or other work outside the original brief.

13.3 Send one consolidated set of clear instructions through the authorised contact. We will tell you before exceeding an included allowance or doing chargeable additional work. Correcting our own failure to meet the contract does not consume the discretionary revision allowance.

13.4 We will honour an eligible request received within the window even if processing finishes later. Our own delay will not deprive you of a reasonable opportunity to use the included allowance. Routine revisions do not restart the original window unless we expressly agree an extension.

13.5 After the window ends, we may decline a Routine Amendment or quote for a new instruction, archive retrieval or a fresh visit. We have no ongoing obligation to update a Deliverable for later changes in the property, your preferences, a new transaction or later third-party requirements outside the original scope.

13.6 These are limits on routine support only. An alleged Defect or breach of contract will be assessed separately, regardless of account activity and regardless of whether the routine amendment window has expired. No routine service window in these terms creates a shorter legal limitation period for bringing a claim.

14. Review, defects, complaints and remedies

14.1 Check Deliverables before publication, printing, submission or other use, and tell us promptly about a concern. Please include the Order reference, affected file or drawing revision, the issue and any supporting information available. We do not require a particular form where you can otherwise explain the problem.

14.2 You are responsible for approving matters within your instructions and knowledge, such as branding, the identity of the property, instructed room names and legal extent. We remain responsible for our own contracted work. Your approval, payment, publication or failure to notice an error is not an automatic waiver of a hidden Defect or a legal remedy.

14.3 We will distinguish between a requested change and an alleged failure to meet the contract. We aim to acknowledge complaints within five Working Days and give a substantive response or progress update within a further ten Working Days. If investigation needs longer, we will explain why and give an updated response date. These targets do not delay an urgent right or statutory deadline.

14.4 Where we are responsible for a Defect, we will provide the appropriate remedy under the contract and applicable law. Necessary investigation and correction of our own defective work will not be charged as a Routine Amendment, paid archive request or new booking. We will not insist you maintain active status.

14.5 Give us a reasonable opportunity to inspect or correct the issue where appropriate, without compromising urgent protective steps or a legal right to another remedy. Take reasonable steps to avoid further loss once a material problem is known. If a misleading or unsafe output has been published, we will cooperate on appropriate correction or withdrawal.

14.6 We do not promise continuous monitoring or periodic reinspection of completed work. That limitation does not excuse a breach of the original commission. Our professional indemnity insurer may need to be involved in the handling of a claim; this does not remove your contractual or statutory rights.

15. Delivery, downloads and source files

15.1 We will deliver the agreed formats through the agreed email, secure link, application or physical method. We will tell you when files are available and explain any material access or compatibility requirements before purchase.

15.2 Unless a longer period is expressly included, standard client download access is provided for three calendar months from accessible delivery and notification. Save your own copies within that period. We will remedy a delivery-access failure for which we are responsible and provide a reasonable fresh opportunity to download.

15.3 This access period is separate from hosting, amendment support, copyright licences and internal records retention. The expiry of a link does not end a valid licence for files already supplied and paid for. An agreed paid hosting period is not shortened to three months.

15.4 Unless included in the Order, Deliverables do not include RAW photographs, rejected images, unused video, original sketches, editable design projects, working models, layered files, software, fonts or our production tools. Editable CAD files, point clouds and other source-type outputs are supplied where expressly commissioned. This does not prevent disclosure required by law or appropriate information needed to address a Defect.

15.5 Proofs and watermarked previews are for review, not publication or legal submission unless expressly authorised. Delivery of proofs alone does not satisfy a promise to deliver finished outputs. Downloading or using a file is not blanket acceptance that every aspect is correct.

15.6 Physical dispatch arrangements, number of copies and any delivery charge will be stated in the Order. We remain responsible for performing our agreed delivery obligation and any applicable consumer delivery rights.

16. Archives, retention and legacy platforms

16.1 After the included access period, files may be removed from the client-facing system. We may retain selected records securely for properly documented operational, accounting, insurance, regulatory or legal purposes. This is not a promise of an indefinite archive or a continuing client-download service.

16.2 If a requested historic file exists and can reasonably be retrieved, the charges in Schedule G apply to an optional retrieval service. We will confirm availability and price before proceeding. The standard retrieval fee is charged only on successful retrieval; no separate search fee is imposed without express prior agreement.

16.3 A retrieval charge is not payable where access is still included, the failure is ours, or retrieval is necessary to provide a remedy for our defective service. Data-subject requests are handled under data-protection law, not under the commercial archive tariff.

16.4 We do not guarantee that working files or every historic Deliverable remain recoverable after the agreed availability period. We will nevertheless honour any separately agreed retention or archive obligation and preserve relevant evidence when a dispute or legal hold requires it. Internal deletion schedules must not be used to avoid an existing complaint or disclosure obligation.

16.5 A system migration or legacy-platform closure does not itself amend an existing contract. We will give reasonable notice of a material access change and honour longer paid-for or otherwise agreed commitments, by continued access, an appropriate replacement or another agreed remedy. Rights under older Orders remain governed by their applicable terms unless a lawful variation is agreed.

17. Tours, hosting, renewals and transfers

17.1 Where hosting is included, its duration and scope will be stated in your Order. For a new Order expressly including hosting but stating no duration, the default is 12 months, beginning when we first provide the usable live link and notify you. An expressly agreed six-, 24- or other-month period takes priority. Existing commitments are not reduced by this default.

17.2 Hosting covers the agreed platform and features, not unlimited redevelopment, new captures, updates, paid integrations or permanent access. A hosted interactive tour is not necessarily available as a downloadable standalone experience. Any promised downloadable or transferable output must be identified before purchase.

17.3 Fixed-period hosting under these terms does not automatically renew. We will normally offer renewal at least 30 days before expiry, identifying the renewal price and duration. For an initial term shorter than 30 days, the expiry arrangements must be explained at booking. If we fail to provide the promised expiry notice, we will provide at least 14 days’ notice before ending live access, without charging for that notice extension.

17.4 The default renewal charge for Matterport and 360° virtual-tour hosting is in Schedule G (£150 excluding VAT per tour per additional 12 months at the current published rate). A different platform or substantial hosting requirement may be quoted separately before renewal. There is no unspecified additional administration fee. Separate recurring-subscription arrangements require expressly agreed subscription terms; they are not created by silence or use of a free account.

17.5 If hosting is not renewed, the tour may be taken offline after the paid period and required notice. Subject to any separate retention obligation, an archived model may subsequently be deleted only after at least 30 days’ warning specifying the deletion date. We do not promise indefinite recoverability after that date.

17.6 We may carry out maintenance and reasonable technical changes. We will take reasonable steps to minimise disruption and notify you of planned material interruption where practicable. A third-party outage does not automatically absolve us of our obligations. If contracted hosting cannot reasonably be restored or replaced with a materially equivalent service, you may end the affected unprovided hosting and obtain a proportionate refund, without losing other available remedies.

17.7 A transfer to your own or another compatible platform account is available only where the platform supports it and the relevant rights and permissions allow it. We will explain eligibility, any quoted transfer charge, recipient requirements and the effect on hosting before proceeding. We will not promise a transfer that the platform does not permit.

17.8 For a Matterport or other platform model, control of the hosting account, contractual use rights and intellectual-property ownership are different matters. These terms grant the rights in clause 18, not ownership of the platform’s technology. Any expressly agreed assignment or transfer of a commissioned model will be honoured to the extent we are entitled to make it and the platform permits it. We do not retrospectively take away ownership or transfer rights already promised under an earlier Order.

17.9 Once a requested transfer is completed, the receiving account is responsible for its own subscription and subsequent platform management. We remain responsible for our work and actions before transfer. Any treatment of unused prepaid hosting will be explained and agreed in the transfer quotation, subject to your legal rights.

18. Copyright, licences and permitted use

18.1 You retain rights in Client Materials. You grant us a non-exclusive licence to use, reproduce, adapt and share them with our properly appointed production suppliers only as necessary to perform the Order and comply with applicable legal obligations. This is not permission to sell your inputs, publish confidential material or use personal data for unrelated training.

18.2 Except for Client Materials, third-party components and any expressly agreed assignment, intellectual-property rights in our original work remain with us or our licensors. We will obtain the rights from our contributors that we need to supply the agreed Deliverables and licence them to you. No claim is made to exclusive rights that do not legally exist in an AI-assisted output.

18.3 On full payment, you receive a non-exclusive licence to use the final Deliverables for the property, project and purpose specified in the Order. Unless the Order states a duration, that licence continues without a time limit for the agreed purpose. It remains subject to third-party restrictions disclosed before purchase and to the continuing accuracy of the material for its proposed use.

18.4 For marketing Orders, the licence permits use on the commissioning Client’s websites, property portals, social media, brochures, advertising and marketing channels. The Client may allow its appointed agents, portals, printers and marketing suppliers to reproduce the material solely to carry out that permitted marketing on its behalf. A homeowner Client may provide it to their appointed selling or letting agent for that property.

18.5 The licence does not permit resale as stock, licensing unrelated businesses for their own use, use for another property, or transfer to a competing agency for its separate instruction, unless agreed. A corporate acquisition, group-wide licence or change of commissioned Client may require a written licence extension. We will quote any additional fee before it is incurred.

18.6 Lease-plan and survey licences permit the instructed legal transaction or project, including supply to relevant solicitors, conveyancers, designers, contractors and authorities as reasonably required for that purpose. Permission to use an output does not by itself give an unidentified third party a separate contractual right to sue us. Any requested reliance letter, collateral warranty or assignment must be separately agreed, including its scope and liability arrangements.

18.7 For approved business-credit accounts, we permit use of delivered final outputs for the agreed purpose pending payment by the agreed due date. Any suspension of that provisional permission for non-payment requires written notice and must comply with clause 11. A fully paid licence is not revoked merely because the account becomes inactive or a different invoice is unpaid.

18.8 Reasonable resizing, cropping and formatting are permitted where they do not misrepresent the property, change a stated measurement, remove a necessary disclosure or suggest our approval of an alteration we did not make. Editable professional outputs may be used and developed for their agreed purpose, but later alterations must be distinguishable from our original issue. Keep revision and authorship information where it matters.

18.9 Third-party music, mapping, fonts, stock assets, platform elements and software are governed by the usage restrictions disclosed for the Order. A commissioned video licence does not automatically include a right to extract its music, sublicense stock assets or use a track in another production. We will flag any material platform or advertising-use restriction before it affects an agreed use.

19. Production suppliers and technology

19.1 We may engage competent photographers, surveyors, assessors, editors, CGI artists and technology providers to perform parts of an Order. Where we are your contracted supplier, we remain responsible for the service we have promised; subcontracting is not a general exclusion of liability.

19.2 We may use automated, AI-assisted or third-party production tools where appropriate to the agreed service. Any material restriction affecting confidentiality, use rights, data location or the commissioned outcome must be addressed before use. We will not replace an expressly agreed human-only or specialist methodology without approval.

19.3 If a third party will instead contract directly with you, we will identify that arrangement and our own role before acceptance. Merely referring a complaint to a supplier does not change who owes you the contracted obligation.

19.4 Third-party terms relevant to the promised service must be supplied or accessible before you commit. A subsequent supplier change cannot silently remove an agreed feature, paid period or legal remedy. Material changes are handled under clauses 17, 26 and 28.

20. Accurate property presentation and publication

20.1 We will not knowingly create or help publish materially misleading property marketing. You must provide accurate instructions about the property and its proposed use and check factual statements within your knowledge before publishing. We remain responsible for our own representations and contracted production work.

20.2 Photographs and captures represent selected views at a particular time. CGI, virtual staging, day-to-dusk transformations, decluttering and image-to-video work may be simulations or altered depictions. Necessary labels and disclosures must accompany publication so that viewers are not misled about the property’s actual condition, layout, features, outlook or furnishings.

20.3 You must not ask us to conceal a material defect, invent a permanent feature as though it exists, falsify dimensions or remove a required disclosure. We may decline such instructions and explain a lawful alternative. If the remaining Order cannot lawfully proceed, clause 27 applies.

20.4 You are responsible for additional descriptions or claims you add and for publication channels you control. We are not automatically responsible for a third party’s alteration or use beyond the agreed purpose, but we remain responsible to the extent our own breach caused the problem.

20.5 A plan, photograph or digital twin is not a property-condition report, structural assessment, confirmation of legal title, test of building services or regulatory approval unless that specific service was expressly commissioned and we agreed to provide it.

21. Responsibility and liability

21.1 Nothing in these terms excludes or limits liability for death or personal injury caused by negligence; fraud or fraudulent misrepresentation; or any other liability or right which cannot lawfully be excluded or limited. Consumer statutory rights are not restricted by any business-only provision.

21.2 Consumers. If we breach the contract or fail to exercise reasonable care and skill, we are responsible for loss or damage that is a foreseeable result. Loss is foreseeable if it was an obvious consequence or was contemplated when the contract was made, for example because it was discussed with us. We do not impose a fixed monetary cap on Consumer claims under these terms. Your statutory remedies, including those relating to digital content, remain available.

21.3 Business Clients only — financial limit. Our aggregate liability arising from an Order, whether in contract, negligence, misrepresentation other than fraud, breach of statutory duty or otherwise, is limited only to a monetary amount which is expressly identified as the applicable liability cap and agreed in writing before that Order is concluded. The agreement must identify the service or risk to which the cap applies and whether it is per Order or applies across expressly identified related Orders. If no such cap is agreed, this clause creates no financial cap.

21.4 A separately agreed cap for marketing production is not automatically a cap for a lease plan, measured survey, specialist design use, physical property damage, lost keys, confidentiality or data protection. The agreement must clearly identify any limit for those risks. No restriction overrides clause 21.1, and any business restriction applies only where it meets the applicable legal requirements, including reasonableness where required.

21.5 Business Clients only — loss categories. Subject to clause 21.1 and any express project agreement, we are not responsible for indirect or consequential loss. For ordinary marketing-media Orders, we also exclude lost anticipated profits, lost business opportunities and loss of goodwill arising from an expected sale or letting outcome which we did not agree to guarantee. This does not exclude the reasonable direct cost of correcting our defective work or a direct loss arising from an expressly agreed professional-survey purpose merely because that loss is financial.

21.6 We are not responsible to the extent a loss is caused by later property changes, inaccurate information which we were not engaged to verify and could not reasonably have identified as incorrect, unauthorised alterations, or use outside an agreed purpose. We remain responsible for our own contribution to the loss and for failing to raise a discrepancy which competent performance should have identified.

21.7 Neither party may recover twice for the same loss. Both parties should take reasonable steps to reduce avoidable loss. This does not require you to take unreasonable steps, compromise safety or incur disproportionate expense.

21.8 Proof approval, a request that you save files, a disclaimer on a marketing plan, or an agreed routine amendment window is not an independent release of our liability. No party can rely on a limitation that was not properly incorporated or is otherwise unenforceable.

22. Business Client responsibility for supplied materials

22.1 This clause applies only to Business Clients. You must have the rights and authority reasonably necessary for us to use Client Materials and access the property as instructed. You must not supply material you know is unlawful or infringes another person’s rights.

22.2 You will reimburse our reasonable direct loss and reasonable external defence costs arising from a substantiated third-party intellectual-property or privacy claim caused by your breach of clause 22.1, but only to the extent caused by that breach. This does not cover loss caused by our negligence, our unlawful processing, alterations outside your instructions or use outside the Order.

22.3 We must notify you promptly, provide reasonable cooperation, take reasonable steps to reduce loss and give you a reasonable opportunity to participate in the defence. We will not settle a claim at your expense without your consent, not to be unreasonably withheld. This clause is not an unlimited indemnity for everything connected with a project and remains subject to any expressly agreed applicable Client liability limit.

23. Privacy, personal data and processing roles

23.1 Each party must comply with applicable data-protection law, including the UK GDPR and Data Protection Act 2018 as amended and in force. We explain our handling of personal data in the Privacy Notice supplied or made available before booking and available on request. Our Cookie Policy addresses cookies separately.

23.2 Actual activities determine whether each party is a controller or processor. We ordinarily act as controller for our own account administration, invoicing, security and legal claims. Where we process particular personal data solely on your documented instructions as a processor, Schedule I applies and the processing particulars and authorised supplier list must be completed and agreed before that processing begins.

23.3 Tell us before booking about sensitive sites, security restrictions, confidential interiors, identifiable people or personal information likely to be captured. Both parties should minimise unnecessary personal data. Do not intentionally supply special-category data, identity documents or children’s personal information unless necessary, lawful and specifically agreed for the service.

23.4 We will use appropriate security and confidentiality arrangements and make any restricted international transfer only with the applicable lawful safeguards. Acceptance of these general terms is not, by itself, consent to every overseas transfer or unrelated processing purpose.

23.5 We will not use your confidential content or personal data to train a general-purpose model for unrelated purposes without a separately established lawful basis, appropriate transparency and any required permission. Where we act as processor, such use also requires your documented instruction. Any proposed supplier use inconsistent with that restriction must be resolved before the supplier is used.

23.6 Commercial amendment or retrieval fees do not replace the rules for access, erasure, correction or other data-protection requests. Retention will reflect documented purposes and applicable duties, rather than a blanket promise to delete all evidence three months after a job.

24. Confidentiality, portfolio use and communications

24.1 Both parties will keep confidential information received for an Order confidential, use it for the Order or a lawful related purpose and disclose it only to people who need it and are appropriately bound, or where disclosure is required by law. Information already lawfully public or independently developed is not confidential merely because it appears in the project.

24.2 Commissioning a service does not automatically authorise public portfolio use of confidential material or identifiable occupied interiors. We will obtain appropriate agreement before using project content in our own public portfolio or case study and ensure any necessary privacy permissions or other lawful basis are in place. Permission from an agent does not automatically settle every occupier’s or individual’s rights.

24.3 Service messages about bookings, access, delivery, payment and hosting are separate from optional marketing. We will send marketing only where lawfully permitted and provide a practical way to opt out. Declining marketing does not prevent necessary service communications.

24.4 Nothing prevents you making a truthful review, lawful complaint, regulatory report or permitted disclosure to an adviser. We do not make the handling of a valid complaint conditional on removing a review.

25. Booking accounts and website use

25.1 Keep login credentials and access links secure and tell us promptly about suspected unauthorised access. Business account administrators should manage staff permissions and remove access when appropriate. We will maintain reasonable security controls; you are not automatically liable for activity caused by a failure of our own security.

25.2 Use the site and application lawfully. Do not introduce malware, attempt unauthorised access, interfere with another account, upload unlawful content or deliberately disrupt the service. Automated access outside a documented integration requires our permission, except where a legal right applies.

25.3 We may investigate misuse and proportionately restrict affected access where reasonably necessary for security or lawful operation. Where practicable we will explain the reason and restore access when the issue is resolved. Unrelated paid-for rights and appropriate alternative delivery arrangements will be considered.

25.4 General website content is not tailored professional advice. Nevertheless, we remain responsible for legally binding descriptions and representations about services we sell. A general website disclaimer does not cancel a specific promise in your Order or a Consumer’s legal rights.

26. Events outside reasonable control

26.1 An event outside reasonable control may include an exceptional weather event, emergency restriction, serious infrastructure failure or another event which reasonable precautions could not prevent. Normal workload, lack of funds, avoidable maintenance failures and ordinary staffing shortages are not automatically such events.

26.2 The affected party must notify the other promptly, explain the expected effect and take reasonable steps to prevent or reduce disruption. We remain responsible for reasonable preparation, supplier management and recovery measures. This clause is not a blanket exemption for all third-party failures.

26.3 We may agree a revised date or a materially equivalent alternative. If the affected service cannot be provided within 30 calendar days of the agreed date, either party may end that affected part. You may end sooner where an essential deadline cannot be met or another legal right permits it.

26.4 We will refund payments for services not supplied and any other amount required by law. Properly supplied, useful and severable services remain payable only where lawfully due. Neither party obtains a right to retain the full price for a service never performed merely because the event was outside its control.

27. Ending the relationship or an Order

27.1 Either party may choose not to place or accept future Orders. Closing an account or ending the commercial relationship does not itself cancel existing Orders, paid hosting, accrued rights or amounts properly due.

27.2 Either party may end an affected Order for a material breach which the other fails to remedy within 14 calendar days after written notice describing the breach and remedy required, where it can be remedied. The seven-day overdue-payment notice in clause 11 governs that specific suspension process. A legal right to end sooner is preserved.

27.3 We may suspend or end affected work immediately where continued performance would be unlawful or presents a serious safety or security risk, or where there is serious fraud, abuse or a material breach that cannot be remedied. We will give reasons where lawful and appropriate. Mere criticism, a disputed invoice or lack of new bookings is not such a ground.

27.4 On termination we will account fairly for work properly performed, lawful cancellation amounts and unused prepayments. We will not charge the remaining full contract price automatically. We will return or handle Client Materials and personal data as required by the contract and law and provide paid-for Deliverables to which you are entitled.

27.5 Payment obligations properly accrued, paid licences, confidentiality, applicable data duties, liability provisions and dispute provisions continue where their purpose requires. Termination does not restart or extinguish a legal claim period.

28. Changes, transfer and general provisions

28.1 Revised terms apply to future Orders only when supplied and accepted as part of those Orders. Posting an update does not amend an existing commission. A new website address or software platform does not change the contracting company without an appropriate legal arrangement.

28.2 We may make a minor technical change that does not materially disadvantage you, or a change genuinely required by law, explaining it where relevant. Any other material change to an existing fixed-term service requires agreement. Where a necessary change materially disadvantages you and no suitable alternative is agreed, you may end the affected unprovided service without a penalty and receive the appropriate refund.

28.3 Neither party may transfer obligations so as to materially reduce the other’s rights without agreement. We may transfer a contract as part of a genuine business reorganisation only with reasonable notice, equivalent performance protection and no material disadvantage; a Consumer retains any right to object, cancel and obtain a refund where required. A transfer of usage rights or a reliance obligation is governed separately by clause 18.

28.4 A delay in enforcing a right does not automatically waive it. A waiver applies only to the matter expressly waived. If a provision is unenforceable, the remainder continues where it can fairly and lawfully do so; this does not authorise us to replace an unfair consumer term with a different restriction of our choosing.

28.5 Except where a named third party is expressly given a contractual right in an agreed project document, a person who is not a party has no right to enforce the contract under the Contracts (Rights of Third Parties) Act 1999. This does not remove rights arising independently by law.

29. Notices and records

29.1 Important contractual notices should be sent to the contact details in clause 1.2 or an address expressly agreed for the Order. We will send notices to your notified email or correspondence address. Tell us about changes. We will not rely solely on an application notification for an important expiry or termination notice where email is available.

29.2 We may retain the accepted terms version, Order Confirmation, approvals and relevant communications as evidence of the agreement, subject to our retention and privacy obligations. An updated live web page is not the only record of your contract.

29.3 Consumer cancellation may be communicated by any clear statement permitted by law and is not conditional on completing our preferred form. Formal service of court proceedings is governed by the applicable procedural rules, not by an assumption that every email under this clause constitutes valid service.

30. Governing law and resolving disputes

30.1 These terms and contractual and non-contractual disputes arising from them are governed by the law of England and Wales. This does not deprive a Consumer of mandatory protections available under the law applicable in their place of habitual residence.

30.2 Business Clients and we submit to the exclusive jurisdiction of the courts of England and Wales unless a project agreement expressly states otherwise. Consumers may bring proceedings in the courts permitted by applicable law, including the appropriate courts of their UK home jurisdiction. We will not use this clause to force a Consumer to litigate only in England.

30.3 Please use our complaints process first where practicable. Both parties may agree mediation or another suitable process, but neither must surrender access to the courts, urgent relief, a regulator or a statutory remedy. At consumer complaint deadlock, we will provide the information about an appropriate alternative-dispute-resolution provider and our participation position that the law requires. These terms do not claim membership of an unverified scheme.

Service schedules

Only the schedules relevant to your accepted Order apply. These schedules supplement the general terms; they do not override Consumer rights or the responsibility provisions in clause 21. The price, outputs and intended use stated in your agreed Order remain important.

Schedule A — Photography, editing, video and drone services

A.1 Package specification. The Order must state the number of finished photographs or videos, visit coverage, output formats, approximate video duration where relevant, and any expressly included retouching or specialist capture. A package of 15 edited photographs does not include every exposure taken during the visit.

A.2 Shot selection. Tell us before the visit about essential rooms, features, viewpoints, orientation, branding and publication requirements. Where selection is left to us, we will exercise reasonable professional judgement within the brief. Subjective preference alone does not entitle you to unlimited reshoots, but failure to deliver agreed coverage is assessed under clause 14.

A.3 Client-selected images. Where proofs or outtakes are offered for selection, the Order will explain the number to select and how to do so. Final editing timing starts once the required selection is received. Outtakes are review material unless separately purchased. Substituting an already edited image may incur a disclosed additional editing charge; correcting a defect in our selected output is not automatically chargeable.

A.4 Standard editing. Unless the package says otherwise, standard processing consists of reasonable colour, exposure, lens and perspective adjustments. Complex object removal, digital decluttering, furniture replacement, major reflection removal, extensive repair, day-to-dusk conversion and virtual staging are included only if specified. We may use a combination of automated and manual methods appropriate to the agreed quality.

A.5 Condition and weather. Light, season, weather, parked vehicles, neighbouring activity and the property’s presentation affect what can be captured. We will discuss material obstacles where reasonably apparent. We remain responsible for competent exposure, composition and performance within the actual conditions and agreed brief.

A.6 Routine revisions. Unless another allowance is agreed, one consolidated round of reasonable editing adjustments within the original brief is included for the delivered photo set, requested within clause 13’s three-month window. An additional visit or new selected image is not part of that allowance unless needed to correct our breach.

A.7 Video. The Order should specify aspect ratios, approximate running time, filming coverage, music, captions, voiceover, branding and the final render format. Unless otherwise agreed, one consolidated revision round to the first edited video is included. A new script, new footage, revised creative direction after approval, additional language or alternative cut may require a quotation.

A.8 Music and people. We will identify the intended music usage licence. Tell us about paid advertising, television or other specialist distribution before production. Where filming recognisable participants is part of the brief, the parties will allocate responsibility for notices, permissions and releases before filming. Neither party is excused from its own legal obligations.

A.9 Drone safety. Flight is subject to lawful airspace access, suitable weather, safe separation, site assessment and the operator’s applicable permissions, competence and insurance. The pilot has final operational responsibility to decline or stop an unsafe or unlawful flight. A landowner’s permission does not override airspace or safety restrictions.

A.10 Drone cancellation. Where flight cannot safely or lawfully proceed, we will discuss rescheduling or an agreed alternative. If no suitable arrangement is agreed, the unperformed drone element will be cancelled and prepaid sums for it refunded, less only any properly supplied, useful and separately priced planning service expressly agreed in advance and lawfully payable. Ordinary travel or setup is not silently treated as full delivery of the drone service. Work affected by the Client’s undisclosed access restriction is assessed under clause 8.

A.11 Reshoots and rerenders. A reshoot or rerender caused solely by changed Client instructions or later property changes is new work and will be priced before acceptance. We will not use that rule to charge for putting our own defective service right.

Schedule B — Marketing floor plans, redraws and 3D marketing plans

B.1 Purpose. A standard marketing floor plan is an illustrative representation to help explain layout and approximate dimensions for property marketing. It is not commissioned as a construction drawing, legal demise plan, boundary determination, structural assessment, fire strategy, accessibility survey or precision valuation survey. Those uses require an expressly agreed appropriate service.

B.2 Measurement basis. The Order and delivered plan should identify the basis used for any stated floor area and material exclusions. We will not describe an area as gross internal area, net internal area, gross external area, IPMS or RICS-compliant unless the relevant method has actually been agreed and applied. If you require a particular measurement standard or tolerance, tell us before acceptance.

B.3 Drawing conventions. Dimensions may be rounded and illustrative room shapes, door swings, sanitary fittings and furniture symbols are not precise manufacturing measurements. Do not obtain construction dimensions by scaling an unscaled marketing drawing. Any scale supplied for a different commissioned product is governed by that product’s specification.

B.4 Area presentation. Gardens, balconies, terraces, communal areas, garages, lofts and outbuildings must be identified separately or their inclusion in a reported total clearly explained. Restricted-height areas and inaccessible spaces should be identified where material. We will not silently combine materially different categories of space into an apparently comparable total.

B.5 Limits of access. Measurements are based on accessible areas and visible conditions at the visit, or expressly identified supplied information. We do not lift floors, open walls or enter unsafe voids as part of a marketing plan. Any material inferred or unmeasured element will be identified where needed to understand the plan.

B.6 Redraw-only work. Where a plan is produced from your sketch, scan, existing drawing or measurements without a site visit, we will label the production basis appropriately. We are responsible for competent interpretation and drawing within the agreed scope, not an on-site verification which was not commissioned. We will query obvious discrepancies rather than knowingly reproduce them without explanation.

B.7 Accuracy and reliance. We will exercise reasonable care and skill; the word “approximate” is not a blanket exclusion of responsibility for negligent measurement. For decisions requiring a different level of precision, commission the necessary survey before relying on the marketing plan. A reasonable complaint about our original measurement remains a clause 14 matter.

B.8 Routine amendment allowance. Unless the Order says otherwise, one consolidated Routine Amendment round is included per marketing plan within clause 13’s three-month window. Room-label preferences, branding adjustments and presentation changes within the original brief may fall within it. A later extension, altered layout, different property or request for a legal plan does not.

B.9 3D and furnished plans. Furnishings, textures and layouts added for visualisation are illustrative. A 3D marketing plan is not evidence of structural feasibility, building compliance, exact furniture fit or an approved refurbishment. Necessary disclosure should accompany its use.

B.10 No continuing monitoring. We do not undertake to review a marketing plan whenever a property is remarketed or altered. Reuse must reflect the property’s actual current condition. Our liability for the original service is assessed independently of whether the routine support period has ended.

Schedule C — Lease plans and land-registration plans

C.1 Jurisdiction and purpose. Unless expressly specified otherwise, this service is preparation of the agreed plan for a particular transaction involving land in England and Wales and the applicable HM Land Registry plan requirements. Work for Scotland, Northern Ireland or another jurisdiction requires the relevant specification to be agreed before acceptance.

C.2 Scope of supply. The Order must state whether a site survey is included, the property and floors covered, the proposed transaction, required mapping, drawing format and print provision. A redraw from supplied information is not represented as a newly surveyed plan. The standard completed package includes a PDF and up to four scaled printed copies with standard UK postage unless a clearly described different package is selected.

C.3 Legal instructions. You and your legal adviser must identify the land or premises to be demised or transferred, title information, floor levels, exclusions, retained land, shared areas, rights of way and other rights to be shown. We do not decide the legal effect of a lease or determine ownership. We are responsible for accurately implementing the instructions we accept and raising material inconsistencies apparent within our role.

C.4 Survey limits. A measured visit records relevant physical features within the scope. Physical occupation and fences do not necessarily establish the legal boundary. A disputed boundary, determined-boundary application, vertical stratum or unusual legal extent requires an appropriately defined specialist instruction.

C.5 Mapping. Where licensed mapping or other third-party base data is used, its purpose, currency and limitations will be considered. We will not knowingly ignore a material discrepancy evident from the survey or instructions simply because it appears on a base map. Use of supplied mapping does not transfer responsibility for our own incorrect additions or interpretation to you.

C.6 Proof approval. The nominated Client and legal adviser should review the plan’s address, title references, plot numbering, extent, shading, floor identification and rights before signing or submitting it. Only the correct final approved revision should be used. Approval is not an automatic release of responsibility for our drawing or survey errors.

C.7 Compliance and outcome. We will prepare the commissioned plan with reasonable care and skill to meet the applicable plan requirements for the agreed transaction. We do not guarantee acceptance of the entire legal application regardless of title issues, deed wording, missing evidence or matters outside our service. We remain responsible where our plan itself fails to meet the agreed requirements through our breach.

C.8 Included Routine Amendments. The standard allowance is two consolidated Revision Rounds per plan, subject to a maximum of one hour of amendment work in total, requested within three calendar months of first usable proof delivery. The allowance is not two hours and does not include a new site visit, new transaction, materially changed demise or a replacement design brief. Our own corrections do not consume it.

C.9 Additional instructions. Further client-requested amendment work is £100 plus VAT per hour, charged by actual time in 15-minute increments after approval of the estimate or spending limit. We will pause before exceeding the approved amount. A further visit or material redraw is separately quoted. A lawyer’s later request does not automatically make it chargeable: its cause must first be assessed.

C.10 Requisitions and defects. Forward relevant Land Registry or legal-adviser queries promptly with the affected plan and transaction reference. If a query arises from our failure to provide the commissioned plan correctly, clause 14 applies, including after the routine amendment window. New legal instructions, later changes in transaction scope or subsequently introduced requirements outside the original obligation may be quoted as new work.

C.11 Printing. The PDF will identify the intended paper size and scale. Print at the specified size without “fit to page” or another scaling adjustment, and verify the scale bar. We remain responsible for the scale and content of hard copies we undertake to supply. Altered print settings do not change the underlying file or make an incorrect original plan correct.

C.12 Reliance and records. Clause 18.6 governs permitted transaction use and separately agreed reliance. Original survey information, revisions and approvals will be handled under the agreed retention arrangements and our legal obligations, rather than automatically destroyed when routine amendments end.

Schedule D — Measured surveys, digital twins, CAD and point clouds

D.1 Written specification. Before acceptance, agree the intended project use, site coverage, required drawings and data, coordinate or datum requirements where relevant, level of detail, measurement basis, tolerances, file formats and permitted reliance. Where required accuracy or output is not specified, we will clarify it; a marketing floor plan is not the default substitute for a professional-survey instruction.

D.2 Method. The Order should identify the proposed capture or survey methodology and any material limitations. We will use a method reasonably suitable for the agreed purpose. Use of a named camera or scanner is not itself a guarantee of a particular final survey tolerance or professional accreditation.

D.3 Access and hidden features. Survey coverage is limited to the agreed accessible areas. Concealed construction, services, voids, obstructed surfaces, inaccessible elevations and unsafe spaces are excluded unless expressly included with suitable access and methodology. Material gaps, inferred geometry and exclusions will be identified in the output or accompanying information.

D.4 Survey status. The survey records conditions at the capture date. It is not a structural, geotechnical, asbestos, utilities, fire-safety or title investigation unless specifically commissioned. Later physical changes require updated information before the output is used for decisions they affect.

D.5 Design use. Designers and contractors may use the commissioned survey for the expressly agreed purpose and should verify critical on-site setting-out or fabrication dimensions appropriate to their own work. That requirement does not release us from meeting the accuracy and coverage we expressly agreed to provide.

D.6 Outputs. CAD drawings, BIM models, point clouds, scan data, elevations, sections and area schedules are supplied only where included. Their usability must match the agreed formats and specification. A hosted digital-twin viewer does not automatically include every export type. Hosting and platform transfers follow clause 17.

D.7 Scope changes. Extra levels, additional rooms, greater model detail, another datum, new drawing types, revised design requirements and visits caused by changes after capture require an agreed variation. Corrections needed to meet the original specification are not charged as extra scope.

D.8 Liability and reliance. Any cap, third-party reliance or collateral warranty must be explicitly agreed for this professional service under clauses 18 and 21. The restrictions for unscaled marketing plans do not apply in a way that defeats the expressly agreed survey purpose.

D.9 Records and review. The Order should identify any project-specific record or data-retention obligation. Any ordinary included presentation revisions use the expressly agreed allowance and clause 13’s window; requests to remedy a defective professional survey are assessed separately under clause 14.

Schedule E — CGI, virtual staging, AI-assisted images and ImageMotion

E.1 Agreed brief. The Order should state the number of views or clips, source inputs, style, camera positions, furnished or unfurnished treatment, output resolution, any intended factual accuracy and approval stages. A concept image and a detailed visualisation based on architectural drawings are not interchangeable products.

E.2 Inputs. Provide the current drawings, dimensions, materials schedule, photos and design references needed for the agreed result. We will raise material missing information or inconsistencies apparent within our role. Changes to approved input drawings or design decisions may require an agreed variation.

E.3 Illustrative status. CGI, virtual staging and generative edits may depict proposed or simulated conditions. Furniture, proportions, textures, lighting and views must not be represented as verified existing facts unless the service was commissioned and performed to establish that accuracy. Photorealism alone is not proof of accuracy.

E.4 Approval stages. Where a staged CGI workflow is agreed, approve geometry and camera position before detailed materials or final rendering. Later changes to an approved stage may be additional work, priced before proceeding. We will not rely on stage approval to avoid correcting an error in our implementation of the approved brief.

E.5 Default revision allowance. Unless another allowance is stated, a CGI commission includes two consolidated Routine Revision Rounds within its agreed scope. A virtual-staging or AI-assisted image or clip includes one consolidated Routine Revision Round. Clause 13’s three-month request window applies. Additional views, a different concept and a substantially different motion request are not included revisions.

E.6 AI outputs. Automated tools can produce distortions, invented objects, inconsistent geometry, text errors or implausible movement. We will apply checks reasonably appropriate to the commissioned service and correct outputs that fail the agreed brief or required standard. Describing a product as AI-assisted does not make unusable or defective work non-refundable.

E.7 Motion and final edits. An ImageMotion or image-to-video Order must identify the agreed number of clips, approximate clip duration, final edit and any included rework. Trimming, omitting, rearranging or regenerating clips is included only to the extent specified or falling within the agreed revision allowance. Changes causing a new paid generation or render require approval of any extra charge beforehand, except where needed to remedy our own defective work.

E.8 Disclosure. We will provide material disclosure information needed for the agreed use. You must preserve an appropriate indication that an image is virtually staged, digitally altered or a proposed design where its presentation could otherwise mislead. Do not use an edit to conceal a material property defect or falsely represent structural features.

E.9 Rights and exclusivity. Your licence is governed by clause 18. We do not promise that every AI-assisted result is unique, copyright-protected or exclusively ownable. Any commissioned exclusivity or assignment must be expressly agreed and confined to rights that can lawfully be granted.

E.10 Separate self-service tools. A directly purchased ReHub subscription or credit-based self-service generation is not covered merely because it uses the same underlying technology. The supplier and applicable terms must be identified at that purchase. Photoplan-managed production remains our responsibility under the Order.

Schedule F — Energy Performance Certificates

F.1 Supplier and assessor. The Order will identify whether we contract to supply the EPC service using an appropriately accredited assessor or introduce an assessor who contracts directly with you. Unless a direct-contract arrangement is clearly agreed before booking, we remain responsible for the service sold by us.

F.2 Information and access. Provide reasonable access and any documentary evidence relevant to the assessment, such as insulation or installation information, by the agreed assessment deadline. The assessor must apply the applicable methodology and evidence requirements, not simply adopt a requested rating.

F.3 Outcome. We do not guarantee a particular energy rating or a change to a rating merely because the result is commercially inconvenient. We remain responsible for competent performance of the service we supply and for handling a substantiated error appropriately.

F.4 Timing. The Order will state the expected assessment and delivery timing. Registry or address-validation issues may affect lodgement. We will explain a material delay and take reasonable steps to resolve matters within our role; clause 7 and Consumer remedies remain applicable.

F.5 Updates and corrections. A new assessment or re-lodgement required by later alterations or late additional Client evidence may be chargeable at a price agreed in advance. Correcting an error for which we are responsible is not automatically subject to an update fee.

F.6 Complaints. We will identify the relevant assessor and accreditation scheme where needed for an EPC complaint and cooperate with the appropriate process. This does not remove a claim against us where we are your contracted supplier.

Schedule G — Default allowances and ancillary charges

G.1 The following are the default commercial terms for new Orders under this version. An expressly agreed Order price or allowance takes priority. Charges must be disclosed before commitment and are subject to the safeguards in the general terms. The VAT-inclusive figures below use a 20% rate; the legally applicable rate and total will be shown at purchase.

Item	Excluding VAT	Including 20% VAT	Application
Standard late cancellation or failed-access appointment	Up to £50	Up to £60	Clause 8; less than three Working Hours’ notice or qualifying access failure; capped by reasonable net loss and affected service price.
Active Client: photography archive retrieval	£30	£36	One historic property/Order photo set, if available; clause 16.
Inactive Client: photography archive retrieval	£60	£72	One historic property/Order photo set, if available; clause 16.
Active Client: floor-plan archive retrieval	£8	£9.60	Per existing plan, if available; no editing included.
Inactive Client: floor-plan archive retrieval	£15	£18	Per existing plan, if available; no editing included.
Additional client-requested lease-plan amendments	£100 per hour	£120 per hour	Actual time in 15-minute increments, with prior estimate or spending approval.
Additional lease-plan printed copy	£10	£12	Beyond the included copies; any extra postage quoted before acceptance.
Matterport and 360° virtual-tour hosting renewal	£150 per tour per 12 months	£180 per tour per 12 months	Each additional year after the included hosting period; clause 17. Manual renewal; no unspecified administration fee. Non-standard platforms or scope require an agreed quotation. Also available at photoplanshop.com.
Marketing-plan additional floor area, only where expressly applicable in the Order	£0.05 per additional sq ft	£0.06 per additional sq ft	The Order must state the included area threshold and measurement basis. This is not the lease-plan or measured-survey tariff.
Extra photography, complex retouching, video renders, visits, transfers and specialist work	Quoted in advance	Inclusive total quoted in advance	No open-ended authority to incur extra charges.

G.2 Default included revision allowances: one consolidated round for a marketing floor plan, photo set, edited video or virtual-staging/AI image or clip; two rounds for a CGI commission; two rounds with a maximum of one hour total for a lease plan. The relevant schedule defines scope. A measured survey’s presentation-revision allowance is stated in its Order. Corrections for our own breach do not consume these allowances.

G.3 Default periods: standard download access is three calendar months; included Routine Amendment requests must ordinarily be received within three calendar months; Active Client status requires a qualifying Completed Booking within the preceding three calendar months. Included hosting defaults to 12 months only where hosting was purchased and no different duration was specified. These periods have different purposes and do not extinguish legal rights.

G.4 Key collection: a standard key collection and return within three road miles between the agreed collection point and the property is included only where the booked package includes the key service. Where that package uses the mileage tariff, the charge is £5 plus VAT (£6 including 20% VAT) per additional road mile in each direction beyond the first three miles, for a collection point no more than ten road miles from the property. For a five-mile distance, the excess is two miles each way, giving £20 plus VAT (£24 including VAT). We will confirm the route, charge and any different arrangement in advance. Mileage is not silently added to a fixed all-inclusive quote.

G.5 These charges do not apply to the extent necessary to correct our defective work, fulfil access already purchased, or provide a statutory remedy. Consumer cooling-off cancellation is calculated under clause 9 rather than the ordinary cancellation tariff.

Schedule H — Optional Consumer cancellation form

Complete and send this form only to cancel a contract. You may instead send any other clear cancellation statement.

To: Photoplan Bookings Limited, 1 Towerfield Close, Southend-on-Sea, Essex, SS3 9QP. Email: hello@photoplan.co.uk. Telephone: 0203 384 7766.

I/We give notice that I/we cancel my/our contract for the following services or digital content:

Service or digital content: __________________________________________________

Order reference and property address: _________________________________________

Date ordered / contract made: ________________________________________________

Consumer name(s): __________________________________________________________

Consumer address: __________________________________________________________

Email or other contact details: _______________________________________________

Signature(s), only if this form is sent on paper: _________________________________

Date: _____________________________________________________________________

Schedule I — Data processing where Photoplan acts as processor

I.1 When this applies. This schedule applies only to processing where the Business Client determines the purposes and essential means and we process personal data solely on its behalf. It does not convert either party’s independent controller activities into processing on instruction. The general terms and this schedule together form the processing agreement for the identified activity.

I.2 Processing particulars. Before processing begins, the Order or an agreed attachment must identify the subject matter and duration, documented purposes, relevant data and people, authorised suppliers and locations, security arrangements and return/deletion instructions. Typical activity is receiving, organising, editing, storing, transmitting and hosting Client-provided property content to fulfil the Order. Typical data comprise business contacts, property addresses and incidental information about identifiable occupiers or participants. Special-category data are outside scope unless separately agreed with appropriate safeguards.

I.3 Instructions. We will process the identified data only on the Client’s documented lawful instructions, including for transfers, unless law requires otherwise. Where legally permitted, we will tell the Client about a legal requirement before the relevant processing. We will immediately inform the Client if, in our opinion, an instruction infringes applicable data-protection law and may pause the affected processing while the issue is resolved.

I.4 Client responsibilities. The Client is responsible for its controller obligations, including a lawful basis, appropriate notices, the legality of its instructions and necessary permissions. That allocation does not excuse our own processor duties or unlawful conduct.

I.5 People and security. We will ensure that persons authorised to process the data are bound by confidentiality and access it only as necessary. We will implement appropriate technical and organisational measures addressing confidentiality, integrity, availability, recovery and security testing, proportionate to the processing risks. The agreed security particulars must describe the actual controls; no unverified certification is implied.

I.6 Sub-processors. The Client authorises only the sub-processors specifically listed or otherwise authorised in writing before use. General authorisation for an agreed list does not authorise unknown suppliers without notice. We will give at least 30 days’ advance written notice of a proposed addition or replacement, allowing a reasonable data-protection objection. If an objection cannot be resolved by an appropriate alternative, either party may end the affected future processing without a penalty, with a refund for unprovided prepaid services.

I.7 We will bind each authorised sub-processor to obligations giving the relevant data protections required of us and remain responsible to the Client for its performance of those obligations. A supplier’s standard terms or model-training policy cannot silently override this schedule. Emergency substitutions require specific prior approval where the normal notice cannot be given.

I.8 International transfers. We will not make a restricted international transfer except on the Client’s documented instructions and with the legally required safeguards and assessments. Merely identifying a supplier’s location or accepting these terms is not a substitute for an applicable transfer mechanism.

I.9 Incidents and assistance. We will notify the Client without undue delay after becoming aware of a personal data breach affecting the processing, provide information reasonably available and cooperate with containment, investigation and lawful notifications. We will assist, taking account of the nature of processing and information available, with data-subject requests, security obligations, breach reporting, impact assessments and prior consultation where required.

I.10 Audit and information. We will make available information reasonably necessary to demonstrate compliance and allow and contribute to required audits, including inspections by the Client or its mandated auditor. Reasonable confidentiality, security and coordination arrangements may protect other clients’ information but will not defeat a required audit or regulator’s access. Any reasonable charge for additional assistance must be agreed and cannot excuse statutory duties or make the Client pay to remedy our own breach.

I.11 End of processing. At the Client’s choice, we will return or securely delete personal data processed on its behalf when the processing service ends, and delete existing copies unless applicable law requires storage. Where immediate deletion from backups is not technically practicable, data will be put beyond ordinary use, protected and deleted through a documented, appropriate backup-expiry cycle. The actual time periods must be recorded in the processing particulars.

I.12 Separate records. Any limited records retained for our genuinely separate controller duties must have an identified lawful purpose, appropriate notice and a proportionate retention period. We will not relabel all Client production data as our own records to evade the return or deletion obligation. Neither the project liability provisions nor this schedule remove a data subject’s or regulator’s rights under law.