These terms and conditions relate to the various services provided by us, The Renters Guide Ltd.
There are also separate terms and conditions for the advice services provided by third parties. These are located elsewhere on the site but we provide a link to them from the index below.
1.1. The Renters Guide Limited is a company registered in England & Wales, No. 12876634. The registered office address is Kemp House, 160 City Road, London, EC1V 2NX. The main contact email address is admin @ therentersguide.uk.
1.2. In these terms and conditions, The Renters Guide Ltd is referred to as ‘we’ or ‘us’. The customer is referred to as ‘you’ or ‘your’. Where we refer below to our website this means this website, www.rentersguide.co.uk.
1.3. These terms and conditions do not affect your statutory rights. If you are contracting with us as a consumer, the Consumer Rights Act 2015 (and any other relevant consumer legislation) will also apply.
1.4. The content on our website relates to residential landlord and tenant law in England and Wales UK only. The site is not intended for anyone seeking information about renters and renters rights in any other jurisdiction.
1.5. We have since seen a major hike in claims, with almost 5.5 million people now claiming Universal Credit, an increase of 81% since March 2020.So, if you find yourself out of work, what do you do?
2. Our services
These consist of
2.1. Free Services:
These consist of:
2.1.1. Short answers to standard questions on renting law and practice
2.1.2. Information videos and audio content
2.1.3. Information articles and guides
2.1.4. Definitions of legal and other terms
2.2. Paid products and guide
These consist of:
2.2.1. Information videos and audio content
2.2.2. Information articles and guides
2.3. Services provided by third parties
These consist of:
2.3.1. Telephone advice; and
2.3.2. Other advice and support from solicitors on our panels
2.4. The website is divided into two parts dealing with
2.4.1. Private sector tenancies; and
2.4.2. Social sector tenancies
It is up to users to select the correct section for the occupation type in question, following the guidance provided.
3.1. We offer a free membership service and some of our products and guides are only available to signed-up members.
3.2. Members-only information is provided in a separate password-protected section of the website.
3.3. Members will be provided with access information at the time of joining.
3.4. There are various members-only services available including:
3.4.1. The Renters Guide Newsletter
3.4.2. The ability to bookmark content
3.5. The only membership available currently is the free membership but a paid-for membership may be introduced in the future (at which stage these terms and conditions will be amended).
4. Purchasing products and services
4.1 Payment for all products and services must be made in advance via our online payments system. This currently accepts payments via paypal and credit card.
4.2. Save as may be set out elsewhere in these terms and conditions below, we only accept payment via our online payments system. For example, we do not accept payment by BACS, cheque or cash. The reason for this is that the online payment system is connected to our record-keeping system which also provides information to you about your purchases in your ‘My Account’ area.
4.3. You will normally be emailed a receipt by our system upon receipt of payment and receipts can also be downloaded from your ‘My Account’ area. At the present time, we are not VAT registered.
4.4. You will normally be sent guidance on how to access and use your product or service once payment has been received. If this is not received, please first check your spam folder. If it is not there, then contact us via our Contact Us page.
4.5. If you are contracting as a consumer, provided you contact us within 14 days of payment, you can cancel your purchase and claim a full refund, subject to any lawful deductions we may be entitled to make and/or as set out any terms which may apply to our individual services. This clause is in addition to and does not affect your statutory rights.
4.6. Refunds will be paid to you where possible within 14 days of receipt of your cancellation notice and will normally be made in the same manner as payment was made to us. So if payment was made via paypal, your refund will also be paid to you via paypal.
4.7. We reserve the right to increase the price of any of our products, services or events, but this will not affect customers who have already booked and paid for any product, service or event.
4.8. Purchase and use of products and services will also be governed by any specific terms and conditions which may be set out on the relevant sale or information page for the product or service concerned.
5. Money off vouchers/coupons and discounts
5.1 Discounts on products are available as follows
5.1.1. Where the shopping cart item shows a discount or ‘sale price’ – for example, if a product or service is being offered at a special price during an introductory period.
5.1.2. Inputting a voucher/discount code into the coupon field in the shopping cart which will re-calculate the price to be paid.
5.1.3. Sometimes if you are logged into our system you may receive a discount automatically. For example, if you are logged in as a member.
5.2. Our terms and conditions for money off vouchers / coupons are as follows:
5.2.1. A voucher/coupon can only be used once per person or organisation.
5.2.2. They cannot be used in conjunction with any other voucher or coupon discount.
5.2.3. They cannot be used for an item which is being sold at a ‘sale price.’
5.2.4. Coupons and sale prices are only available when purchasing a product or service online.
5.2.5. They will also be subject to any special terms and conditions applicable to that particular voucher/coupon. For example, there may be a time deadline after which they cannot be used.
5.2.6. It is your responsibility to apply the correct coupon during the online purchase process, or (where an automatic discount applies) to purchase only when you are properly logged in. Although we may agree, at our discretion, to refund the difference if this was not done due to a genuine mistake or misunderstanding.
5.2.7. Money off vouchers/coupons are only sold or provided at our discretion. In most cases, there will be no voucher/coupon available and the full price will be payable.
6. Access to on-site content
6.1. It is your responsibility to ensure that your computer equipment and software are capable of receiving and using any online products or services which you have purchased. We cannot be responsible for any problems you may encounter using the system.
6.2. Due to the nature of interactive Internet services, we cannot guarantee that your use of our service will be free from interruption or errors.
6.3. We will not be responsible for any failure to provide online services if this failure is due to ‘force majeure’. This means events beyond our the control such as (but not limited to): war (declared or undeclared), acts of God, terrorism, earthquake, accident, explosion, fire, flood, civil commotion, abnormal weather conditions, acts of government or other agencies, industrial disputes, and non-availability of material.
6.4. You confirm that you have taken all reasonable precautions to make sure that any data you submit to our website is true and accurate and free from viruses or anything else which may have a contaminating or destructive effect on the Website or any other technology owned or operated by us.
6.5. We assume no responsibility or liability for the content or services of any other websites linked to or from our website.
6.6. We reserve the right to change, modify, substitute, suspend or remove without notice any information or service on our websites from time to time. If a change relates to a service you have paid for, then, if the change is a material one which affects the value and usefulness of the service to you, you will be entitled to a refund of a proportional part of the fee you have paid.
7.1. You acknowledge that the ownership and legal title and all intellectual property rights for all material on our website are either vested in us or are as described in the individual document or article.
7.2. You agree that you will not alter or remove from any of our material, any copyright information or logo or any other identification or information regarding the authorship of any part of our service.
7.3. The information and files on our website, for example, (but not limited to) FAQ, articles and any online guide or course, are for your personal use only. Reproduction and publication of any material on our website to third parties can only be done with our permission. If permission is granted this will be on the basis that you acknowledge the authorship of the material concerned. For the avoidance of doubt, we confirm that this clause does not affect your right, during your period of access to the relevant service, to use the material provided for its normal purpose, and/or to download, watch and listen to any documentation, video or audio material, provided your purchase allows you access. Free content on our website is available at our discretion.
8. Support and advice
8.1 If you are seeking support for technical issues such as login problems, problems accessing or downloading content, and other issues relating to the use of any of our services – you should use the form on our support page.
8.2. We will aim to respond to support messages within two business days (ie Monday to Friday excluding bank holidays).
Advice (including legal advice)
8.3. If you require legal or other help and guidance on landlord and tenant issues, you can use one of the paid advice services which you will find listed on our Services page.
8.4. Save as set out above our staff cannot provide advice and guidance for anything other than the use of our site and services.
9. Complaints and liability
9.1. If you wish to make a complaint about any of our services you should contact us and tell us what your complaint is about using the form provided on the Contact Us page.
9.2. We will endeavour to respond to your complaint within 2 working days (ie Monday to Friday, excluding bank holidays and weekends).
9.3. We will always try to ensure that all material on our website is as accurate and valid as we can make it. However, you should note that content is for general information only and we cannot guarantee that the information and advice given will always apply to a specific situation, or that any documents and forms provided will always be the most suitable for your particular situation. The use you make of the information and services provided on our website is your responsibility and we cannot accept liability for any problems resulting from your use of our information or services.
9.4. Subject to any statutory rights you may have, any claim against us in respect of any of our products, services or events, must be made within two years of purchase and any damages payable by us will be limited to a refund of the fee paid for the relevant product, service or event.
10. Amendment of these terms and conditions
10.1. We reserve the right to amend these terms and conditions from time to time, for example, to reflect changes in our service, and if appropriate, you will be notified of any changes either via email or via our Newsletter.
10.2. You will then be bound by the new terms and conditions unless you contact us within seven days of the date of the email or Newsletter, requesting us to cancel your service. You will then be entitled to a refund of a proportionate part of any fee paid.
10.3. Note if we have specifically agreed with you a variation to these terms and conditions, then this variation will continue to apply to the relevant product or service after amendment of our standard terms and conditions.
11. General and jurisdiction
11.1. Save as set out in section 10.3 above, you agree that these terms and conditions replace any previous terms and conditions which may have been agreed between us.
11.2. Your agreement with us and these terms and conditions shall be subject to and governed by the law of England and Wales.