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Last updated: July 2025
This comprehensive agreement outlines the legally binding terms and conditions governing all relationships and transactions entered into with Property Hub Franchise Limited (PHF) and Property Hub Ltd (PHL). These terms are applicable to all affiliated parties, including but not limited to Franchise Agents, Self-Employed Consultants, Landlords, Property Sellers (Vendors), Buyers, and Tenants.
PHF is the franchise division and sister company of PHL, and both operate under a shared commitment to integrity, transparency, and legal compliance. All activities are conducted in accordance with the legal framework of England and Wales, including guidance and membership obligations from regulatory bodies such as The Property Ombudsman (TPO), Propertymark (CMP), and the Financial Conduct Authority (FCA), where applicable.
This agreement incorporates compliance with the following statutory obligations:
The Estate Agents Act 1979
The Consumer Protection from Unfair Trading Regulations 2008 (CPRs)
The Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017
The Housing Act 2004
The Tenant Fees Act 2019
The UK General Data Protection Regulation (UK GDPR) and Data Protection Act 2018
The Health and Safety at Work etc. Act 1974
Failure to comply with any part of these Terms & Conditions may result in immediate service suspension, financial penalties, contract termination, or escalation to legal enforcement.
1.1 Regulatory Compliance: PHF and PHL commit to full compliance with the legal and regulatory framework applicable to the UK property and estate agency industry. Our teams, agents, and partners must adhere to the following key regulations:
The Estate Agents Act 1979: Ensures all estate agency work is carried out ethically and legally, mandating clear obligations toward clients, including honesty, transparency, and fair practice.
The Consumer Protection from Unfair Trading Regulations 2008 (CPRs): Requires that all property listings and communications are accurate, honest, and free from misleading statements or omissions that could impact a consumer’s transactional decisions.
The Money Laundering Regulations 2017: Mandates all businesses handling property transactions to conduct thorough anti-money laundering checks, carry out customer due diligence (CDD), and report any suspicious financial activity.
The Tenant Fees Act 2019: Regulates the charges that may be applied to tenants, banning all unnecessary or excessive charges and strictly controlling the amount and nature of permitted payments and deposits.
The Housing Act 2004: Governs licensing, standards, and enforcement particularly in respect to Houses in Multiple Occupation (HMOs), the Decent Homes Standard, and property condition expectations.
The UK GDPR and Data Protection Act 2018: Ensures client data is stored, handled, and shared in a lawful, fair, and transparent manner. Consent, access, and erasure rights are upheld.
The Health and Safety at Work etc. Act 1974: Requires safe working environments for staff, contractors, and clients during any physical inspections, viewings, or maintenance activities.
Ongoing Compliance: PHF and PHL reserve the right to audit, investigate, and revise operational practices at any time. Agents and clients are expected to cooperate fully with any compliance checks and adhere to updates in regulatory guidance.
1.2 Anti-Money Laundering (AML) & Know Your Customer (KYC) Compliance: To protect the integrity of the UK property sector and meet legal requirements, all clients, applicants, landlords, vendors, agents, and related parties must complete AML and KYC procedures before any transaction, instruction, or agreement is processed.
Required Documentation:
Photographic Identification: A valid passport, UK photocard driving licence, or national identity card (for EEA nationals).
Proof of Address: Dated within the last 3 months. Acceptable documents include bank statements, utility bills (excluding mobile phones), or council tax bills.
Source of Funds Declaration: Particularly for buyers or tenants making large upfront payments. Bank statements, investment records, or loan confirmation letters must be submitted for verification.
PEP Declaration: Clients must confirm if they or any close relatives/associates are Politically Exposed Persons.
Enhanced Due Diligence (EDD): May be required for:
High-risk transactions
Offshore buyers or companies
Trust structures or power of attorney cases
Verification methods:
In-person document inspection (preferred for local clients)
Live selfie check via digital platform (for remote onboarding)
PHF/PHL retain the right to delay or refuse transactions where AML documentation is incomplete or fails verification.
1.3 Data Protection & Record Keeping: PHF and PHL adhere strictly to the UK GDPR and Data Protection Act 2018 in the collection, use, and storage of client and business data.
Data Handling Principles:
Personal data must be processed lawfully, fairly, and transparently.
Data must be collected for specified, legitimate purposes and not further processed in a manner incompatible with those purposes.
All data shall be stored securely using encrypted cloud storage and password-protected systems.
Retention:
Documents relating to AML, client onboarding, and contractual obligations shall be stored for a minimum of five (5) years post-transaction or end of business relationship.
Sensitive personal data (e.g., biometric ID, financial records) is protected by strict access controls and stored only as long as legally necessary.
Clients may submit a Subject Access Request (SAR) to obtain a copy of their personal data. Requests will be fulfilled within 30 calendar days.
1.4 Disclosure of Interest: All parties are required to disclose any conflict of interest that may compromise the impartiality or integrity of a property transaction. This includes, but is not limited to:
Where a vendor, buyer, landlord, or tenant is related to, in a partnership with, or has a financial interest in a member of staff, director, or contractor of PHF/PHL.
Where any party is an employee, shareholder, or officer in either PHF or PHL.
Where any third-party supplier (e.g., surveyor, solicitor, contractor) is a connected person or business associate.
Failure to declare a relevant interest is a breach of the Estate Agents Act 1979 and may lead to legal enforcement or referral to the National Trading Standards Estate and Letting Agency Team (NTSELAT).
All disclosed interests must be documented on the relevant client onboarding forms and confirmed by signature. If discovered post-instruction, the engagement may be suspended or voided.
2.1 Legal Status and General Duties: Franchise Agents and Self-Employed Consultants operate independently and are not employees of PHF/PHL. Their association is based on a licensing and partnership model under which they are granted access to use the Property Hub brand name, technology platforms, operational systems, and marketing tools. All financial, legal, tax, and professional responsibilities rest with the individual agent.
Agents are expected to:
Register as self-employed with HM Revenue & Customs (HMRC) and fulfil all related tax obligations including self-assessment, National Insurance contributions, and VAT (if applicable).
Secure and maintain valid Public Liability Insurance and Professional Indemnity Insurance, providing cover appropriate to the risk exposure of their estate agency operations.
Operate in full compliance with the PHF/PHL Agent Handbook, including procedures for listings, compliance checks, AML regulations, property descriptions, documentation, and client service standards.
Protect client confidentiality and adhere to data protection laws.
Represent the PHF/PHL brand professionally in all interactions, communications, and marketing.
2.2 Listing Authority and Property Instructions: Prior to the marketing or promotion of any property, agents must ensure the following compliance steps are completed:
Obtain a fully signed instruction agreement from the legal owner of the property (landlord or vendor).
Verify legal ownership using the HM Land Registry or valid title deed.
Confirm the tenure classification (Freehold, Leasehold, Share of Freehold, or Licence).
If mortgaged, secure written confirmation that the mortgage lender has been informed of the intended sale or letting.
Confirm that valid compliance documentation is in place, including:
Energy Performance Certificate (EPC)
Gas Safety Certificate (CP12)
Electrical Installation Condition Report (EICR) (if applicable)
Register the instruction on the PHF/PHL internal CRM system and submit for compliance approval.
Any attempt to list a property without meeting these conditions is strictly prohibited and may result in financial clawbacks, suspension, or contract termination.
2.3 Advertising and Material Accuracy: Under both contractual and legal obligations (including CPRs), agents must ensure:
All property listings are accurate, up-to-date, and reflect the true condition, size, layout, and material facts of the property.
Descriptions are fair and do not exaggerate features or omit known defects or relevant legal matters (e.g., lease term, building safety concerns).
Floorplans, photographs, and measurements are verified with the client and accurately represent the property.
Clients have approved final listing content before any publication or public visibility.
Listings are promptly updated if status changes (e.g., under offer, let agreed, withdrawn).
2.4 Commission Structure and Self-Billing Invoicing:
Unless otherwise varied in writing, agents will receive 60% of net fees (exclusive of VAT) from any completed transaction.
PHF/PHL will retain 40% as its service and platform fee.
All commissions are processed through self-billing, with the central finance team issuing a monthly or deal-specific invoice to agents, typically upon completion.
Renewal commissions (for lettings) are due annually and split on the same percentage basis unless the client terminates in writing or opts out of renewal.
Agents must not:
Offer unauthorised discounts to clients.
Accept or retain direct payments from clients without prior notification and approval from head office.
Delay in reporting deals or misrepresent completion timelines.
Any breach of the financial protocols may result in withholding of commissions, repayment demands, or legal action.
2.5 Brand Use and Misrepresentation: Agents must:
Identify themselves in all client and public-facing material as "Franchise Agent", "Self-Employed Consultant", or "Property Hub Partner".
Use only authorised Property Hub branding, including digital assets, signage, stationery, and social media identifiers.
Refrain from launching, operating, or promoting under a competing or standalone estate agency brand unless written approval is obtained and co-branding conditions are met.
Explicitly state that all services are provided under a licensed model, and that PHF/PHL retains operational oversight.
Misleading the public or clients to assume a direct employee relationship or failing to disclose franchise status constitutes a breach of consumer law and contract terms.
2.6 Termination, Performance Monitoring & Reassignment: PHF/PHL reserves the right to monitor and review agent performance using KPIs including:
New instructions taken
Listings published
Transactions completed
Client complaints logged
The following are grounds for immediate suspension or termination:
Criminal activity or breach of AML requirements
Consistent failure to meet minimum performance levels
Misuse of brand or marketing materials
Falsification of documents or payments
Repeated client complaints or regulatory breach
In the event of termination, the agent must:
Return all Property Hub assets, leads, passwords, and documents.
Cease advertising or promoting the business under the Property Hub name.
Delete or deactivate any portals, websites, or social accounts linked to the franchise.
3.1 Instruction and Authority to Let or Manage: Prior to engaging in any letting or management activity, PHF/PHL or its appointed agents must receive a fully executed Landlord Instruction Agreement. This legally binding document authorises Property Hub to act on behalf of the landlord and must include:
Confirmation of legal ownership through title deed or Land Registry documents.
Specification of the property's tenure: Freehold, Leasehold, or Share of Freehold.
Declaration that the landlord has received consent from the mortgage lender if the property is mortgaged.
Landlord’s permission to erect ‘To Let’ signage, use marketing channels including property portals, and access the property for viewings.
No property will be marketed until all necessary verifications and documentation have been completed and approved by compliance.
3.2 Statutory and Legal Responsibilities: All landlords are required to meet statutory housing compliance and safety standards before and during any tenancy arranged through PHF/PHL. These include:
EPC (Energy Performance Certificate): Must have a minimum ‘E’ rating and be valid for 10 years unless an exemption is registered.
Gas Safety Certificate (CP12): Required for properties with gas supply and must be renewed every 12 months.
EICR (Electrical Installation Condition Report): Compulsory for all tenancies and must be renewed every 5 years.
Smoke and Carbon Monoxide Alarms: Smoke alarms must be installed on each floor, and CO alarms in every room with a fixed combustion appliance.
Legionella Risk Assessment: Recommended at the start of each tenancy and periodically thereafter.
Right to Rent Checks: Carried out by the agent in compliance with Home Office guidelines. Landlords must provide the necessary documentation.
Deposit Protection: Deposits must be registered within 30 calendar days with a government-approved scheme (TDS, DPS, or MyDeposits), and prescribed information must be served on the tenant.
Failure to comply with any of these legal responsibilities may result in fines, rent repayment orders, Section 21 invalidation, or civil/criminal liability. PHF/PHL reserves the right to suspend services until full compliance is achieved.
3.3 Fee Structure and Service Levels: We offer the following service tiers, each with transparent pricing:
Let Only Service: A one-off fee, typically 8.4% including VAT of the annual rent. Includes marketing, viewings, referencing, and tenancy agreement.
Rent Collection Service: Charged monthly, usually at 12% including VAT. Includes Let Only services plus monthly rent collection and arrears management.
Full Management Service: Between 12% and 14.4% including VAT, depending on the level of support required. Includes all of the above, plus inspections, legal notices, maintenance coordination, and end-of-tenancy management.
All fees are documented in the signed Landlord Instruction Form and payable either upfront or on a monthly basis as agreed. Where tenancy renewals occur, renewal fees are charged unless formally opted out in writing.
3.4 Maintenance, Inspections, and Repairs: For fully managed tenancies, landlords must:
Provide keys and reasonable access for inspections and emergency repairs.
Approve in advance emergency repair authorisation limits: £400 for UK landlords, £600 for landlords residing overseas.
Pre-approve major works before commencement; respond to quotes within 48 hours to avoid tenant disputes.
Accept that additional management fees (typically 10%) may apply to large-scale works involving multiple contractors or planning.
PHF/PHL reserves the right to halt tenancy progression or recommend legal withdrawal from a tenancy if repairs are not carried out in a timely and safe manner.
3.5 Early Termination and Landlord Liabilities:
A sole agency instruction must run for a minimum period of 10 weeks. After this period, either party may terminate with 14 calendar days’ written notice.
If the agreement is cancelled after marketing has commenced but within the statutory cooling-off period, a £600 (inc. VAT) marketing preparation fee will be charged.
If a tenant introduced by PHF/PHL subsequently purchases the property, a 1.2% (inc. VAT) sales fee applies.
Landlords must inform PHF/PHL of any previous, active, or concurrent agency agreements to avoid dual fee liability, which could result in legal disputes.
3.6 Compliance Audits and Legal Indemnity: PHF/PHL may conduct compliance checks at any stage. These may include verification of certificates, documents, and maintenance logs.
The landlord agrees to:
Cooperate with audits within 5 working days of notice.
Indemnify PHF/PHL against any loss, fine, or claim resulting from non-compliance with housing legislation, misrepresentation, or negligent property maintenance.
Reimburse PHF/PHL for legal or regulatory costs incurred as a result of breaches directly attributable to the landlord.
3.7 Deposit Disputes & End of Tenancy: For tenancies managed by PHF/PHL:
Deposit deductions must be supported by evidence including photos, invoices, and check-out reports.
Disputes will be submitted to an approved ADR scheme (e.g., TDS) for resolution. An administration fee of £300 (non-refundable) applies.
At the end of management, deposits will be transferred directly to the landlord along with guidance on serving prescribed information if the landlord continues managing the tenancy independently.
The landlord agrees that:
PHF/PHL will not be liable for deposit losses or disputes occurring after handover.
Any action taken against the tenant post-handover (e.g., for arrears or damage) must be pursued by the landlord directly unless an extended management agreement is in place.
4.1 Authority to Sell and Instruction Validation: Before marketing any property for sale, Property Hub Ltd (PHL) or Property Hub Franchise Ltd (PHF) must receive formal written instruction and authority from the property owner (vendor). This instruction must include:
Confirmation of legal ownership supported by a valid photographic ID (passport or driving licence) and proof of address (utility bill or bank statement not older than 3 months).
Verification of legal title through Land Registry or a valid title deed.
Clear identification of the tenure: Freehold, Leasehold, or Share of Freehold.
Disclosure of any mortgage charge or lender’s interest, along with confirmation that the mortgage lender consents to a sale (where applicable).
Confirmation of a valid EPC (Energy Performance Certificate), and if one is not available, consent for PHL/PHF to arrange it on behalf of the vendor.
Full disclosure of material facts including but not limited to boundary disputes, structural concerns, known defects, subsidence history, party wall notices, neighbour conflicts, or planning enforcement matters.
PHF/PHL will not proceed to market any property until all legal and compliance documentation is complete and approved by our in-house compliance team.
4.2 Marketing and Disclosure Standards: Our marketing strategy includes:
Professional, high-resolution photographs and digital floorplans.
Accurate and transparent property descriptions in compliance with CPRs (Consumer Protection from Unfair Trading Regulations 2008).
Online exposure via leading portals (Rightmove, Zoopla, OnTheMarket), social media platforms, email campaigns, and our local and international networks.
EPC information published with the listing.
Vendors must:
Review and confirm the accuracy of all marketing materials before publication.
Notify us immediately of any inaccuracies, amendments, or material changes to the condition or circumstances of the property.
Declare any previous or ongoing agency relationships, offers received, or personal relationships with potential buyers.
Failure to disclose known defects or inaccuracies may result in withdrawal of service and/or legal liability.
4.3 Agency Type, Fees, and Payment Terms: We offer two types of agency agreements:
Sole Agency Agreement: PHF/PHL acts as the exclusive agent. Standard commission rate is 1.4% (including VAT), payable upon exchange of contracts with any buyer introduced directly or indirectly by PHF/PHL. This includes introductions made via online platforms, sub-agents, open days, marketing channels, or registered buyers.
Joint/Multiple Agency Agreement: The vendor may instruct more than one agent. PHF/PHL's commission is 2.5% + VAT of the final sale price.
Commission becomes due upon exchange of contracts regardless of whether:
The sale is completed later.
The buyer was introduced during the sole agency period but exchanged after its expiry.
The property is sold to a tenant or other party introduced by PHF/PHL.
All agency fees are self-billed and payable within 5 working days of completion. Delayed payments incur interest at 3% above the Bank of England base rate.
4.4 Early Withdrawal and Cancellation Rights: Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
Vendors have the right to cancel their agreement within 14 calendar days if signed off premises.
If PHF/PHL has already begun providing services (e.g., arranging photography, valuations, or listings), a fixed withdrawal fee of £600 (including VAT) will be payable to cover administrative and marketing expenses.
If a vendor:
Withdraws the property after an offer has been accepted or after exchange of contracts, the full commission will remain payable.
Has not disclosed prior offers, existing agency contracts, or known buyer relationships, full commission may still apply due to breach of terms.
4.5 Legal Liability and Regulatory Compliance: All vendors are required to act in compliance with UK property law, including the CPRs and The Property Ombudsman (TPO) Code of Practice. Vendors are responsible for:
Ensuring that all information shared with PHF/PHL is complete, accurate, and not misleading.
Providing documentation promptly upon request.
Disclosing any known issues that may materially affect a buyer’s decision.
Cooperating with PHF/PHL to ensure that marketing reflects the most current and legally accurate picture of the property.
Vendors agree to indemnify PHF/PHL against:
Claims, damages, legal expenses, or losses resulting from undisclosed property defects, false statements, or non-compliance with law.
Any disputes or complaints arising from post-sale matters related to property misrepresentation.
Liability or reputational damage resulting from breach of agreement or negligence on the part of the vendor.
PHF/PHL reserve the right to:
Suspend or terminate listings where there is evidence of non-compliance.
Report serious breaches to relevant regulatory bodies.
5.1 Application and Referencing Requirements: Before entering into any tenancy agreement with Property Hub Ltd (PHL) or Property Hub Franchise Ltd (PHF), prospective tenants must complete the required application and referencing process. This includes:
Completion of a detailed application form disclosing employment status, previous addresses, income, dependents, and any adverse credit history.
Successful completion of Right to Rent checks in accordance with the Immigration Act 2016. Valid proof of identity and immigration status must be provided.
Independent third-party referencing including a full credit check, affordability assessment (rent must not exceed 40% of gross monthly income), employer reference, and landlord reference (where applicable).
Where a tenant does not meet affordability thresholds or fails any part of the referencing process, a UK-based guarantor may be required. The guarantor must meet affordability criteria (typically earning 3x the annual rent), pass referencing, and sign a deed of guarantee.
A holding deposit equivalent to one week’s rent must be paid to reserve the property. This sum is credited towards the first month’s rent unless the tenancy does not proceed due to the tenant’s withdrawal, misrepresentation, or failure to provide requested documents within 15 days.
5.2 Pre-Tenancy and Move-In Documentation: Upon successful referencing and confirmation of let, tenants will be issued the following:
A legally binding Assured Shorthold Tenancy (AST) Agreement, which outlines rent obligations, tenancy term, permitted occupiers, and both landlord and tenant responsibilities.
Prescribed Information related to the protection of the deposit, in compliance with the Housing Act 2004.
Legal compliance certificates, including:
EPC (Energy Performance Certificate)
Gas Safety Certificate (CP12)
Electrical Installation Condition Report (EICR)
A digital or printed copy of the latest Government-issued "How to Rent" Guide.
Inventory and Schedule of Condition (check-in report) confirming the state of the property at move-in.
5.3 Deposits and Rent Payments:
A tenancy deposit equivalent to five weeks’ rent will be required unless otherwise exempt. This must be paid before commencement of the tenancy and is protected via a government-authorised scheme (TDS or DPS).
Tenants will receive a deposit certificate, prescribed information, and dispute resolution procedures within 30 days of payment.
Monthly rent must be paid in full by standing order, direct debit, or bank transfer on the date specified in the tenancy agreement. Late payments will incur interest at 3% above the Bank of England base rate.
Persistent late payments or arrears may lead to service of a Section 8 or Section 21 notice under the Housing Act 1988.
5.4 Occupation and Conduct: Tenants agree to:
Occupy the property for residential purposes only and not conduct any business without written permission.
Maintain the property in a clean, safe, and habitable condition.
Promptly report any maintenance issues, damage, or health and safety concerns.
Avoid causing nuisance or disturbance to neighbours or engaging in anti-social behaviour.
Refrain from unauthorised subletting, Airbnb use, or taking in lodgers.
Allow PHF/PHL or their contractors access with a minimum of 24 hours’ notice for inspections, repairs, viewings, or emergencies.
5.5 Repairs and Emergencies:
Tenants must report routine repairs in writing via the designated email or tenant portal.
Emergency issues such as gas leaks, water leaks, or electrical failures must be reported immediately to the 24/7 emergency contact number.
Where damage is caused by the tenant, their guests, or negligence, tenants will be held financially responsible. Such costs may be deducted from the deposit or charged separately.
5.6 Ending the Tenancy:
Where the tenancy includes a break clause, it may be exercised in accordance with the terms outlined in the agreement (typically after 6 months with 2 months’ notice).
Tenants must provide written notice in accordance with the AST (usually 1 month) and ensure full rent is paid up to the termination date.
The property must be returned in its original condition, fair wear and tear excepted.
A check-out inspection will be arranged and findings compared to the original inventory.
Deposit refunds will be processed within 10 working days of agreement or ADR outcome, subject to deduction for any damage, rent arrears, or breach of contract.
6.1 Offer Submission and Buyer Due Diligence: Buyers intending to make an offer must:
Submit offers in writing to PHF/PHL confirming offer amount, proposed timescales, chain status, and any conditions (e.g., subject to survey).
Provide valid identification and proof of address to satisfy AML requirements.
Disclose the source of funds, including a mortgage Decision in Principle (DIP), proof of deposit, or bank statements for cash buyers.
Declare whether they are acting through a buying agent, representative, or corporate entity, and provide full details.
6.2 Memorandum of Sale and Legal Progression:
Once an offer is accepted, PHF/PHL will prepare and circulate a Memorandum of Sale to all parties and their solicitors.
Buyers must formally instruct their conveyancer or solicitor within five working days of offer acceptance.
PHF/PHL will liaise with both parties’ legal representatives to monitor progression and reduce delays.
The target exchange date is typically within 4–6 weeks of Memorandum issuance, subject to chain dependencies.
6.3 Viewings and Property Reports:
Buyers are encouraged to conduct at least one second viewing and commission an independent surveyor.
Types of surveys include:
Mortgage Valuation (basic)
HomeBuyer Report
Full Structural Survey
Buyers must raise any defects or concerns with their solicitor and PHF/PHL immediately to avoid delay or legal dispute.
6.4 Referral Services and Commission Disclosure:
PHF/PHL may offer buyers introductions to trusted solicitors, mortgage brokers, and surveyors.
Where we receive a commission or referral fee from these services, this will be disclosed in writing before instruction.
Buyers are under no obligation to use recommended providers and may appoint their own professional advisers.
6.5 Dual Fee and Re-Introduction Liability:
If a buyer completes the purchase of a property they were introduced to by PHF/PHL—whether directly or indirectly—full commission remains due, regardless of the intermediary agent used.
Buyers must declare all parties involved in their search and may be asked to confirm they have not previously viewed the property via another agent.
This clause protects against attempts to bypass PHF/PHL’s rights to commission and ensures transparency and fairness throughout the transaction.
7.1 Limitation of Liability: PHF/PHL and its directors, agents, employees, and franchisees accept no liability for losses, delays, damages, or inconvenience unless directly caused by proven gross negligence or wilful misconduct. Specifically:
We are not responsible for any professional advice given by external third parties including but not limited to solicitors, mortgage brokers, surveyors, or contractors recommended through our network.
We do not guarantee or accept liability for delays caused by external legal representatives, lenders, mortgage brokers, property chains, or conveyancing processes.
PHF/PHL accept no responsibility for any injury, theft, loss, or damage occurring during property visits, viewings, or inspections unless directly attributable to our negligence.
Clients and users of our services agree that they engage with recommended third-party providers at their own risk and discretion.
7.2 Termination of Service Agreements: PHF/PHL reserves the right to suspend or terminate any contractual relationship with immediate effect, without liability, if:
The client, agent, or associated party is found to be in breach of UK law, the terms of this agreement, or any statutory obligations.
The client, franchisee, or contractor has engaged in verbal abuse, discriminatory behaviour, harassment, dishonesty, or misrepresentation.
Any payments remain unpaid for more than 21 days following written reminders and formal demand for payment.
Any compliance failure under AML, data protection, or regulatory law occurs and is not remedied within 7 days of notice.
Notice of termination will be issued in writing, and all rights to use PHF/PHL branding, systems, or marketing materials must cease immediately. Access to internal portals will be revoked.
7.3 Refunds and Withdrawal Costs: Where clients (including sellers or landlords) terminate their instruction after work has commenced, PHF/PHL reserves the right to deduct reasonable and proportionate costs. This includes but is not limited to:
A minimum cancellation fee of £600 (inclusive of VAT) to cover administrative setup, marketing preparations (photography, floorplans, portal uploads), staff time, and legal document drafting.
Any disbursements already paid by PHF/PHL on the client’s behalf.
Where dispute resolution or enforcement becomes necessary, clients may be liable for the reasonable legal costs incurred by PHF/PHL.
7.4 Interest on Late Payments: Late payment of any invoice issued by PHF/PHL beyond 21 calendar days will automatically accrue interest at a rate of 3% above the prevailing Bank of England base rate. Interest is calculated daily from the due date until payment is made in full. Repeated late payments may lead to account suspension or termination of services.
8.1 Legal Jurisdiction and Governing Law: This agreement and any disputes arising from it are governed by the laws of England and Wales. By entering into a business relationship with PHF/PHL, all parties agree to submit to the exclusive jurisdiction of the courts of England and Wales. Any claim must be brought in a court within this jurisdiction, and no other country’s laws shall apply.
8.2 Complaint Handling Procedure:
All complaints must be submitted in writing to info@propertyhubltd.com.
PHF/PHL will acknowledge complaints within 3 working days and provide a full response within 10 working days.
If a resolution is not reached, the complainant may escalate the matter to The Property Ombudsman (TPO), of which PHF/PHL is a registered member (Membership No: D02415).
TPO’s decision is final and binding on PHF/PHL, and clients can refer unresolved complaints to them free of charge.
We are also registered with Propertymark and comply with their requirements for Client Money Protection (CMP), providing further financial security to our clients.
8.3 Dispute Resolution: In the event of a disagreement or contractual dispute, PHF/PHL will first attempt to resolve the issue amicably through:
Internal mediation, with escalation to a company director if required.
External mediation where agreed between the parties.
Formal arbitration or legal proceedings as a last resort where alternative remedies fail.
Any unresolved claims, including disputes over commission, service delivery, or conduct, will be governed by these Terms and, where applicable, may be subject to review by the TPO or formal arbitration.
Signed Agreement
Client Name & Signature: ____________________________ Date: ________________
PHF/PHL Director Signature: ____________________________ Date: ________________
📍 38 Court Parade, East Lane, Wembley, HA0 3HS
📧 info@propertyhubltd.com
☎️ 0208 903 1002 / 0208 459 3333
Property Hub Ltd (Co. No: 6556983)
Property Hub Franchise Ltd (Co. No: 13165983)
CMP by Propertymark | TPO Membership No: D02415