Terms & Conditions

BOOKINGS & PAYMENTS:

We kindly request that appointments are scheduled at least 7 days in advance where possible.

Please make payments in full upon receipt of invoice to secure your booking.

 

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CURRENCY:

We accept payments in GBP (British Pounds Sterling) only.

We accept bank payments/transfers only.

We do not accept cash or cheques.

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ACCESSIBILITY:​

Where keys are to be collected from a concierge please ensure the concierge office are notified in writing of the key collection, before the appointment is due.

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​Concierge staff will never release keys to the clerk unless they have received written authorisation to do so.

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KEYS:

If keys are to be collected or returned to a location other than the property address (e.g., estate agent,  newsagent or KeyNest), they must be within a 10-minute walk. The office will not permit the clerk to travel more than 20 minutes for key collection and return to the property. This is to avoid delays to other scheduled appointments.

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Alternatively, please ensure someone is at the property to allow access, or a UTA fee will apply.

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CANCELLATIONS and RESCHEDULING:

We kindly ask that clients cancel or reschedule unwanted appointments with least 24 hours notice of the appointment date and time.​

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Please make any cancellations and re-scheduling requests in writing via our business WhatsApp or company email.​​​​​​​

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FORFEITED DEPOSITS/UTA FEES:

In the following circumstances, a £45 UTA fee will be charged to cover our travel/lost revenue/call-out costs:

• No-shows (for any reason) preventing access.

• Late cancellations or late rescheduling

• Unable to access premises due to circumstances beyond our control (excluding issues caused by our team)

• If a clerk is kept waiting for upto 15 minutes (appointment will not go ahead)

• If the keys collected (e.g., from an estate agent) are found to be incorrect or incompatible with the property once on-site.

• If keys cannot be collected due to unforeseen circumstances, such as bank holidays, public holidays, or other unexpected business closures.

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REFUNDS:

A 100% refund will be provided where a cancellation or rescheduled appointment is made with at least 24 hours' notice.​

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Thank you for your understanding!

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If you would like any clarification of any of the above, please get in touch!

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