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Refund Policy & Process

In the Unlikely Event That Things Don’t Go as Planned

At Property Hub Ltd and Property Hub Franchise Ltd, we are committed to transparency, fairness, and professionalism at every stage of our property sales and lettings process. We understand that unexpected situations may arise, and this policy outlines how holding deposits and reservation fees are handled to ensure all parties understand their rights and responsibilities.

 

 

Lettings – Holding Deposit Terms

Purpose of Holding Deposit

A holding deposit equal to one week’s rent is required to reserve a rental property. Upon receipt, the property is provisionally taken off the market (unless the landlord instructs otherwise due to offer discrepancies or timing). This initiates the tenant referencing process and allows us to assess the application.

Please Note: A holding deposit does not guarantee tenancy. All offers remain subject to contract and landlord approval.

 

 

Refundable Circumstances

A full refund of the holding deposit will be issued within 14 days of payment if:

  • Property Hub Ltd or Franchise Ltd decides not to proceed with your tenancy for reasons unrelated to your actions or information provided.

  • The landlord withdraws the property before a tenancy agreement is signed and your application had otherwise met all criteria.

 

 

Non-Refundable Circumstances

The holding deposit will not be refunded and will be retained to cover administrative and marketing costs if:

  • You fail to provide required documentation (ID, proof of income, references) within 3 working days of deposit payment.

  • You change your mind or choose not to proceed after placing the holding deposit.

  • You are unable to pay the full balance of the advance rent or deposit once the tenancy is ready to be signed.

  • You or your guarantor are unreachable within 3 working days to collect documentation or funds.

  • You fail referencing checks due to nondisclosure or misrepresentation.

  • You provide false, misleading, or incomplete information, including undisclosed CCJs, adverse credit history, or criminal records.

  • You request to transfer your holding deposit to a different property or application (transfers are not allowed).

  • Evidence of fraudulent or illegal activity is discovered. In such cases, we reserve the right to report to authorities.

 

 

If Your Application Proceeds Smoothly

Once all required documents are submitted and verified:

  • You will receive written confirmation of application approval.

  • We will issue a draft tenancy agreement, inventory report (if applicable), and prescribed information.

  • Remaining deposit and first month’s rent will be collected.

  • A move-in date will be arranged and confirmed.

 

 

Landlord Withdrawal (Lettings)

If the landlord chooses to withdraw the property before the tenancy commences:

  • Property Hub Ltd and Franchise Ltd are not liable for any losses or inconvenience.

  • A refund of the holding deposit will be considered at the discretion of senior management.

  • You are encouraged to discuss any concerns prior to paying a holding deposit.

 

 

Sales – Reservation / Holding Fee

Where a holding/reservation fee is paid to secure a property being purchased:

Refundable If:

  • The vendor (seller) withdraws the property from sale after offer acceptance but before exchange of contracts.

Non-Refundable If:

  • You (the buyer) withdraw from the sale due to mortgage issues, change of mind, valuation concerns, or personal circumstances.

  • No compensation or damages will be payable to either party beyond the refund of the holding fee if applicable.

 

 

Communication and Conduct Policy

All formal communication must be submitted in writing to:
 info@propertyhubltd.com
 admin@phlfranchises.co.uk

We do not act on verbal instructions, text messages, phone calls, or WhatsApp messages for notices, complaints, or legal matters.

We will only liaise with applicants directly and do not engage with third parties, family members, or representatives unless formally authorised in writing.

 

 

Zero-Tolerance Behaviour Policy

Property Hub Ltd & Property Hub Franchise Ltd uphold a zero-tolerance policy towards any form of:

  • Discrimination

  • Harassment

  • Aggressive behaviour (verbal or physical)

  • Racial or hate-based abuse

  • Theft or malicious damage

  • Threats or abusive communication to staff, associates, or contractors

We reserve the right to terminate communication, cancel services, and pursue legal action if this policy is breached.

 

 

Membership, Regulation & Compliance

We are proud members of:

  • The Property Ombudsman (TPO)
       Membership No: D02415

  • Client Money Protection (CMP) by Propertymark
       Membership No: C0125653

We adhere to industry standards and UK legal regulations including:

  • Tenant Fees Act 2019

  • Money Laundering Regulations 2017

  • Consumer Protection Regulations 2008

  • The Estate Agents Act 1979

 

 

Need Help or Have Questions?

Please contact our Compliance or Lettings Team for support or clarification:

info@propertyhubltd.com
 0208 903 1002

We are here to ensure your journey with Property Hub Ltd and Property Hub Franchise Ltd is transparent, compliant, and fully supported.