Terms of Sale

Leaseholderguide.com is operated by Castle Surveyors Limited, company number 05117824, registered office: 2 Southwood Close, Walkford, Christchurch, BH23 5RW. “We”, “us” and “our” mean that company. Contact enquiries@leaseholderguide.com for orders, complaints or legal notices. The company is not currently registered for VAT; no VAT is charged.

These terms govern purchases through this website. The Cancellation and Refund Policy and Report Disclaimer form part of your contract. The Privacy Notice explains information handling and does not require you to waive your data-protection rights. Read and save these documents before ordering. The checkout terms accepted for your order apply; later changes do not retrospectively alter that contract.

You are a consumer if you are an individual buying wholly or mainly outside your trade, business, craft or profession. The additional business-only provisions apply only when you are not buying as a consumer. Owning a property or ordering several reports does not by itself remove consumer rights.

For £75 per property you receive one personalised English-language digital PDF Lease Extension Guidance Report, based on the information supplied and the evidence available. An order may cover one to ten separate properties, with a separate workspace for each. There is no subscription or delivery charge. The checkout shows the total before you pay.

The service covers individual residential flat lease-extension guidance in England and Wales. It does not cover every tenure, lease, statutory exception or unusual title. The eligibility check is preliminary. Read the sample and scope before buying; ask us if suitability is unclear.

Reports explain an estimated premium range, assumptions and calculation inputs. No surveyor or solicitor individually reviews or signs your report. Buying this product does not appoint us as your surveyor, valuer, solicitor, tax adviser or agent, even though the operator may separately undertake professional work under different written terms.

Automated extraction and AI-assisted checks can misread a document, omit relevant information or produce an incorrect interpretation. The calculation uses selected inputs and assumptions; it does not establish that those inputs are legally or factually correct. A confidence label describes the available information and checks, not a guarantee of accuracy or professional certification. We remain responsible for meeting the standards and description we promise.

You must be at least 18 and authorised to place the order and provide the information. Check the email address, quantity and total before selecting the payment button. Payment is processed by PayPal. A contract is formed when payment is successfully captured and we confirm acceptance. An order that is declined or cannot be accepted does not entitle us to retain payment for an unsupplied product.

Before starting payment you must actively agree to these Terms of Sale, the Cancellation and Refund Policy and the Report Disclaimer, and separately give the immediate-supply instruction. Neither box is selected for you. We record the versions accepted and the time, and include the contract wording in your payment-confirmation email. If the terms have changed while your checkout was open, you must review the current wording before starting payment. No extra paid work or additional charge is authorised without your express agreement.

After payment confirmation you receive private workspace links. Complete the intake, check extracted facts, resolve material conflicts and request generation. Access requires a current browser, internet connection, email access and a PDF reader. No special paid software is required. Keep your link private: anyone possessing it may access the workspace.

Supply depends on your completion of the required information and successful checks. We do not promise an instant turnaround or a result before a statutory deadline. We will supply within a reasonable time after sufficient information is available. If we cannot complete your order, we will explain the available remedy, including a refund where due. Your workspace is available for 180 days after payment; download and retain your report before expiry. Contact us about difficulty completing within that period. Expiry does not remove statutory remedies for our failure to supply.

The checkout separately asks for express immediate-supply consent and acknowledgement of the consequences. Payment alone, opening a workspace or starting background preparation is not treated as automatic loss of all cancellation rights. Digital-content and service cancellation rules are explained in the Cancellation and Refund Policy.

Where valid consent and acknowledgement have been given and confirmed in a form you can retain, the change-of-mind right for digital content ends when supply begins. A service cancellation right ends on full performance following the required request and acknowledgement. Faults, misdescription and other mandatory consumer remedies remain available.

Provide complete, accurate information to the best of your knowledge, identify uncertain assumptions and check extracted information before confirming it. Do not upload material unlawfully, malicious files, identity documents or unnecessary sensitive personal details. You must have authority or another lawful basis to provide information about other people. Tell us promptly about a material error.

Retain your own originals and download a copy of your completed report. The workspace is temporary and is not a document archive. Tell us promptly if you believe a private link or email account has been compromised so that we can take reasonable protective steps. You are not automatically responsible for every unauthorised action, and these precautions do not remove our obligations to protect information or remedy a failure for which we are responsible.

The report does not verify title, inspect the property, determine legal eligibility or recommend a statutory notice figure. Obtain independent qualified valuation and legal advice before a transaction, notice, negotiation or proceeding. We do not monitor deadlines, serve notices or update reports automatically when the law, market or property changes.

You may use report information for lawful purposes, including as one input in deciding a Section 42 offer. That permission is not our approval of the figure or a representation that it is a genuine or reasonable statutory offer. The consequences and professional costs of your decision remain yours except to the extent our actionable breach or other legal responsibility caused recoverable loss.

We and our licensors retain rights in the site, software, templates and original explanatory material. You retain your rights in material you provide and permit us and our processors to use it only as needed to deliver, secure and support the service and meet legal duties.

You may download, print and share your complete report with advisers or others involved in the relevant property matter. Keep assumptions, date, source qualifications and disclaimers intact. Do not present it as a professional valuation, resell our templates, impersonate us or redistribute private access links. Sharing does not create a professional appointment or duty of care to a recipient. This does not restrict rights that cannot lawfully be excluded.

Do not bypass access controls, probe other customers’ workspaces, introduce harmful code, overload the service or extract protected content for resale. This does not prevent lawful security reporting, fair criticism, reviews, complaints, reporting to a regulator or uses permitted by intellectual-property law. We do not claim ownership of your documents or the underlying facts about your property.

We will supply digital content that meets applicable statutory standards and perform services with reasonable care and skill. Estimates are inherently uncertain: no particular premium, saving, negotiation outcome, source coverage or acceptance by a landlord, lender, court or tribunal is promised. Those limits describe the product; they do not excuse a failure to supply what we agreed.

For consumers, we remain responsible for loss or damage that is a foreseeable result of our breach or failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable, loss caused solely by inaccurate information you supplied, or events outside our reasonable control where we have taken reasonable steps to avoid or reduce their effects. Responsibility is assessed according to the facts and applicable law.

If you buy as a consumer, this product is supplied for private use and is not designed for commercial operations. We do not cover losses relating to your trade or business, such as lost business profit or interruption to business activities. This does not exclude foreseeable personal losses for which we are legally responsible and does not cap consumer compensation at the report price.

For a business purchaser only, we exclude lost profit, revenue, business opportunities, contracts and goodwill, and indirect or consequential loss. Our total liability for the affected order, whether arising under contract, negligence or another legal basis, is limited to the total price paid for that order. These business provisions apply only where they satisfy applicable legal requirements, including reasonableness, and never to the liabilities expressly preserved below. We do not represent that a court will uphold a business limitation in every circumstance.

Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any liability or remedy which law does not permit us to exclude, including mandatory consumer and data-protection rights. No acknowledgement transfers liability for our own unlawful conduct to you.

Castle Surveyors Limited is responsible for supplying your purchased service. Its owners, directors, officers and employees, and the website designers, builders, software developers, maintainers, hosting providers and other contractors engaged to support this service, do not personally contract to supply your report or undertake a professional appointment merely through that involvement. Contact the company about performance of your order. Using subcontractors does not remove the company’s responsibility for the service it promises.

Those supporting people and organisations may rely on the service-scope provisions and the applicable liability limits in sections 2, 5, 6 and 7, but only for work supporting this service and subject to exactly the same consumer protections and non-excludable liabilities. They are identified by those roles and may enforce that limited benefit under the Contracts (Rights of Third Parties) Act 1999. This clause does not bar a claim for their own fraud, negligent death or injury, breach of an independent statutory duty, or any other liability that cannot lawfully be restricted. No other third party gains an enforcement right under these terms. The company and purchaser may agree changes to their contract without obtaining the supporting parties’ consent, without taking away an accrued right.

We do not impose an unlimited indemnity on consumers. For a business purchaser only, you agree to reimburse reasonable, evidenced third-party losses and costs directly caused by your deliberate unlawful use of the service, infringement in material you supplied, or knowing material misrepresentation. This excludes losses caused by our or a protected party’s own breach, negligence or unlawful conduct. We must notify you promptly, reasonably mitigate loss and allow you a reasonable opportunity to participate in the defence; we will not settle at your expense without your reasonable agreement.

The collective-enfranchisement journey is separate from the paid report. You ask us to facilitate a quotation request to independent suppliers. We do not provide the valuation, quotation or professional work through that journey, and a response or acceptance is not guaranteed. Any subsequent appointment is agreed directly with the supplier.

Recipients, relevant privacy information and any material referral-fee arrangement must be disclosed before a live request can be submitted. Information may be shared immediately to fulfil your request; we cannot retrieve copies already delivered. Tell a recipient directly if you no longer want contact, and contact us about future sharing or your data rights. Supplier independence does not exclude our responsibility for our own referral activities.

We may temporarily restrict access where reasonably necessary to investigate suspected fraud or misuse, protect private information, repair a security problem or comply with a legal obligation. Restrictions must be proportionate to the issue. Where it is lawful and safe, we will explain the reason and the steps needed to restore access. A security incident or supplier outage is not automatically outside our responsibility.

If essential information is missing or inconsistent, we may pause generation and explain what is needed. If a material breach can be remedied, we will normally give reasonable notice and an opportunity to remedy it before ending supply. We may act immediately where continued access creates a serious security risk or would be unlawful. We will not end an order merely because you make a complaint, seek a refund or leave a lawful review.

If events genuinely outside our reasonable control prevent supply, we will take reasonable steps to reduce the delay and tell you where practicable. You keep any right to cancel for a substantial delay or failure to supply. If we end an order or cannot deliver it, we will refund amounts due for the unsupplied part; we will not impose a penalty or automatically keep your whole payment. Any lawful deduction must reflect services actually supplied and the applicable cancellation rules.

Updates needed for security, compatibility or legal compliance must not materially reduce the purchased service. We will not retrospectively increase an agreed price or replace the accepted terms. A material proposed change to an unfulfilled order requires your agreement or an appropriate cancellation and refund option. Ending access does not end accrued rights, statutory remedies or the lawful report-sharing permission for a report already supplied.

Email enquiries@leaseholderguide.com with your order reference and a description of the issue. Do not send passwords, full payment details or private report links. We aim to acknowledge complaints within five working days and provide a substantive response within 20 working days, or explain the delay. These are service aims and do not postpone statutory remedies. If a complaint cannot be resolved, we will provide information about a relevant certified alternative dispute resolution body and whether we are obliged or willing to use it. You remain free to use the courts.

Please raise a problem reasonably promptly to help us investigate and reduce avoidable loss. There is no seven-day contractual deadline for a valid claim, and our complaints process does not shorten a statutory time limit or prevent you contacting a payment provider, regulator, adviser or court.

English law governs these terms. Consumers retain mandatory protections of the law where they habitually reside and any right to bring proceedings in their home courts. No clause requires a consumer to use an exclusive distant court. Business disputes are subject to the courts of England and Wales.

If a provision is unenforceable, the rest continues where it can fairly do so. Delay in enforcing a right does not waive it. We may transfer the contract only where your rights and guarantees are not reduced. Nothing prevents you relying on a statement or representation where the law gives it contractual or other legal effect.