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Terms & Conditions

By engaging with any of Perfect10 Property Group’s services, including purchasing and selling property through us, consulting with us, participating in investors' tours, accessing our website, or any service under the Perfect10 Property Holdings umbrella, you agree to comply with these Terms and Conditions.


Accessibility Statement:
These Terms and Conditions are available in alternative formats to ensure accessibility for all individuals, in compliance with the Equality Act 2010. If you require a version of this document in an alternative format, please contact us at contact@perfect10property.co.uk, and we will accommodate your needs wherever possible.


If you disagree with any part of this policy, please refrain from using our services or platform.

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1. Interpretation and General

​1.1 Applicability
These Terms and Conditions apply to all clients engaging with Perfect10 Property Group ("we," "our," or "us") for property services.

"Services" refers to the property services, consultancy, investors' tours, and other related offerings provided by Perfect10 Property Group or any entity under the Perfect10 Property Holdings umbrella.
"Client" or "you" refers to any individual or organisation contracting with us to receive our services.

​1.2 Client Obligations

By engaging with Perfect10 Property Group, each client agrees to:

 

  • Follow all instructions and reasonable requests made by us in relation to the provision of services.

  • Comply with any Terms and Conditions specified in contractual agreements provided by Perfect10 Property Group, in addition to these General Terms.

  • Ensure that all information provided to us is accurate, complete, and up to date to facilitate service delivery.

  • Notify Perfect10 Property Group promptly of any changes to their personal, financial, or transactional circumstances that may impact the provision of services or compliance requirements.

1.3 Additional Rules or Requirements

All matters not explicitly covered by these Terms are subject to Perfect10 Property Group's discretion. Clients agree to abide by any additional rules or requirements that may be introduced by Perfect10 Property Group to ensure smooth service provision, provided these are communicated to the client in advance.

1.4 Governing Law and Jurisdiction

These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales.

 

  • Any disputes arising from or relating to these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.

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2. Scope of Services

2.1 Overview

Perfect10 Property Group leverages extensive experience and case studies to provide clients with valuable insights and comprehensive support throughout property-related transactions. Our services are tailored to assist clients in achieving their property investment and management goals.

2.2 Services Offered

 We assist clients by:

  • Property Sourcing: Source property that matches the client's requirements.

  • Case Progress Management: Facilitating transactions through timely and efficient completion.

  • Property Refurbishment and Furnishing: Managing refurbishment, furnishing, and staging projects to enhance property value and marketability.

  • Handover Coordination: Coordinating handovers with letting agents, social housing providers, or property management services, as required.

  • Ongoing Support: Providing ongoing support, including property maintenance and monitoring, as specified in individual agreements.

2.3 Client Responsibilities

While Perfect10 Property Group provides industry insights and support, clients are encouraged to:

  • Conduct their own research and due diligence for informed decision-making.

  • Seek independent advice where necessary.

2.4 Referrals to FCA-Authorised Advisors

Upon request, Perfect10 Property Group may refer clients to FCA-authorised advisors for professional financial or investment advice. These referrals are provided for convenience, and clients should independently assess the suitability of any advisor recommended.

2.5 Service Terms and Timelines

  • The specific terms, fees, and timelines for services will be detailed in individual service agreements.

  • Timelines provided are estimates and may vary due to external factors, such as third-party delays, regulatory changes, or unforeseen circumstances.

3. Acting as an Agent and Disclaimer

3. Acting as an Agent and Disclaimer

3.1 Role as an Agent

Perfect10 Property Group acts as an agent for both buyers and sellers in property transactions. Our role is to facilitate efficient, informed processes while ensuring all parties are provided with accurate and timely information.

3.2 Limitations

  • Financial and Investment Advice:
    Perfect10 Property Group is not authorised by the Financial Conduct Authority (FCA) to provide investment or financial advice.
    No communication from Perfect10 Property Group should be construed as an invitation or inducement to engage in investment activities.

  • Independent Advice Encouraged:
    Clients and investors are strongly encouraged to conduct their own due diligence and seek independent advice.
    Upon request, Perfect10 Property Group can recommend FCA-authorised advisors to assist with financial or investment guidance.

3.3 Conflict of Interest

Perfect10 Property Group is committed to maintaining impartiality when acting for both buyers and sellers.

  • Any potential conflicts of interest will be disclosed to all relevant parties.

  • Measures will be taken to ensure transparency and fairness throughout the transaction process.

4. Service Agreements and Contracts

4. Service Agreements and Contracts

4.1 Overview

All services provided by Perfect10 Property Group are governed by individual service agreements or contracts. These documents establish the terms, scope, fees, duration, and conditions of service provision.

4.2 Formal Service Agreements

  • Pre-Commencement Agreements: 

    • Clients will receive a formal agreement outlining the scope, fees, and duration of the services before work begins.

    • By signing the agreement, clients confirm their acceptance of these terms and conditions.

  • Legally Binding Written Communications:

    • Certain written communications, including emails, WhatsApp messages, text messages, and letters, may constitute legally binding agreements

    • For such communications to be legally binding under UK law, they must include:

      • Offer and Acceptance: Clear terms agreed upon by both parties.

      • Consideration: Value exchanged (e.g., fees, services).

      • Intention to Create Legal Relations: An explicit intention to formalise the arrangement

      • Capacity: Both parties must have the legal capacity to enter into a contract.

4.3 Payment Obligations

  • Payments must be made in accordance with the terms specified in the service agreement or other legally binding communications.

  • Failure to meet payment deadlines may result in delays or suspension of services until full payment is received.

4.4 Modifications to Services

Any changes to the scope, fees, or timelines require:

  • Mutual Agreement: Both Perfect10 Property Group and the client must consent to the changes.

  • Written Confirmation: Adjustments will be formalised through signed documents, legally binding emails, or other written communications explicitly confirming the agreed changes.

4.5 Methods for Formalising Agreements

Agreements with Perfect10 Property Group can be formalised through:

  • Signed documents.

  • Email confirmations that clearly reflect mutual agreement.

  • ​Text or messaging platforms, such as WhatsApp, provided the exchange includes all essential terms and explicit confirmation from both parties.

4.6 Client Responsibilities

Clients are responsible for:

  • Providing Accurate Information: Ensuring all details shared with Perfect10 Property Group, such as contact information and financial circumstances, are complete and up to date.

  • Adhering to Payment Schedules: Paying fees as agreed to avoid disruption of services.

  • Reviewing and Understanding Agreements: Taking the time to review all agreements and seeking clarification on any unclear terms before signing.

4.7 Case-by-Case Considerations

Perfect10 Property Group may, at its sole discretion, consider adjustments or exceptions to the terms of service in response to unforeseen circumstances or client requests. However, such considerations are:

  • Non-Precedential: They do not establish a precedent for future agreements.

  • Subject to Documentation: Any agreed adjustments will be documented in writing.

5. Cancellations, Refunds, and Termination of Services

5. Cancellations, Refunds, and Termination of Services

5.1 Cancellations

  • Clients wishing to cancel services must provide written notice within the timeframe specified in their service agreement.

  • Cancellation policies, including applicable fees, vary depending on the type of service provided.

  • Written cancellation notices can be submitted via Email.

5.2 Non-Refundable Fees

  • Certain fees, such as the sourcing fee, are non-refundable once administrative and advisory services have commenced.

  • These fees cover initial work carried out on behalf of the client, including planning, documentation, and consultations.

5.3 Refunds

  • Refund eligibility is determined by the terms of the specific service agreement.

  • Any expenses incurred on behalf of the client before cancellation, such as third-party fees, are non-refundable.

  • Clients should review their service agreement for detailed refund terms and conditions.

5.4 Termination by Perfect10 Property Group

  • Perfect10 Property Group reserves the right to terminate services under the following circumstances:

    • Breach of these Terms and Conditions by the client.

    • Failure to make timely payments as specified in the service agreement.

    • Behaviour by the client that is detrimental to the completion of services.

  • In cases of termination due to client breach:

    • Payments made to date may be non-refundable.

    • The client may be liable for any additional costs incurred by Perfect10 Property Group as a result of the breach.

5.5 Exceptional Circumstances

  • Refunds or rescheduling of services due to force majeure events (e.g., natural disasters, regulatory changes, or unforeseen personal emergencies) are granted at the discretion of Perfect10 Property Group.

  • In such cases:

    • Perfect10 Property Group will make reasonable efforts to accommodate clients, such as through rescheduling or partial refunds.

    • Clients are encouraged to communicate any extenuating circumstances as soon as possible to explore potential solutions.

6. Information Accuracy and Client Responsibility

6. Information Accuracy and Client Responsibility

6.1 Accuracy of Information Provided by Perfect10 Property Group

  • Perfect10 Property Group strives to provide property information that is accurate, up-to-date, and reflective of current market conditions.

  • Due to the dynamic nature of the property market and reliance on third-party data, the following limitations apply:

    • Information may contain errors, omissions, or changes beyond our control.

    • Property details, financial estimates, or market insights are provided for guidance only and should not be solely relied upon without independent verification.

6.2 Notification of Changes

  • If we become aware of significant changes to previously provided information that may impact the client’s decision-making, we will:

    • Make reasonable efforts to notify the client promptly.

6.3 Client Verification of Information

  • Clients are encouraged to independently verify all property-related information, including:

    • Property details and market conditions.

    • Financial projections and related assumptions.

  • Independent verification may include:

    • Personal property inspections.

    • Consultations with solicitors or independent advisors.

6.4 Client Responsibilities

  • Clients are responsible for providing accurate and up-to-date information necessary to facilitate service delivery, including:

    • Current contact details.

    • Financial circumstances relevant to the property sale or purchase process.

  • Delays or inaccuracies in client-provided information may result in:

    • Service delays.

    • Negative outcomes for which Perfect10 Property Group is not liable.

6.5 Limitations of Liability

  • Perfect10 Property Group will make reasonable efforts to verify third-party data but cannot be held liable for:

    • Outcomes arising from reliance on information without independent verification.

    • Negative outcomes resulting from delays or inaccuracies in client-supplied information.

  • Clients who rely solely on our information without conducting due diligence assume all associated risks.

7. Anti-Money Laundering (AML) Requirements

7. Anti-Money Laundering (AML) Requirements

7.1 Compliance with AML Regulations

  • Perfect10 Property Group complies with the Money Laundering, Terrorist Financing and Transfer of Funds (Information on the Payer) Regulations 2017 to detect and prevent financial crime.

  • We are required by law to perform due diligence checks on clients and transactions.

7.2 Client Identity Verification

  • Clients must provide valid identification and address proof, including but not limited to:

    • Identification documents (e.g., passport, driver’s licence).

    • Proof of address (e.g., utility bill, bank statement).

  • We may use trusted third-party service providers to assist in identity verification and compliance checks. These third parties adhere to data protection and confidentiality requirements under the UK GDPR.

  • Additional documentation or information may be requested by our compliance team or third-party providers as needed.

  • Failure to provide requested documents promptly may result in:

    • Delays in service delivery.

    • Suspension or termination of services at Perfect10 Property Group's sole discretion.

7.3 Right to Decline Clients or Transactions

Perfect10 Property Group reserves the right to decline any client or transaction that:

  • Fails to meet AML requirements, including incomplete documentation or red flags during due diligence checks.

  • Raises suspicion of money laundering, terrorist financing, or other financial crime.

In such cases, any services already rendered will be subject to the terms of the refund or non-refundable fee policy outlined in Section 5.
 

7.4 Transaction Monitoring

  • Suspicious Activity Reporting: If we identify any suspicious activity, we are legally obligated to report it to the relevant authorities without prior notice to the client.

  • Ongoing Monitoring: We reserve the right to request additional information or documentation at any stage of the transaction process. Failure to comply may result in suspension or termination of services.

7.5 Record Retention

  • Records of identity verification and transaction details will be securely retained for a minimum of five years in compliance with AML regulations and internal policies.

  • If third-party service providers are used, they are required to securely retain and dispose of records in accordance with regulatory requirements.

7.6 Client Responsibilities

  • Clients must ensure that all funds used in property transactions are:

    • From legitimate sources.

    • Compliant with AML requirements.

  • By engaging with our services, clients confirm that:

    • All information provided is accurate and truthful.

    • They consent to AML checks, including checks conducted by third-party service providers as required by law.

8. Changes in Market Conditions

8. Changes in Market Conditions

8.1 Market Uncertainty

Perfect10 Property Group recognises that the property market is inherently dynamic and subject to external factors, including economic shifts, interest rate fluctuations, and regional developments. As such:

  • No Guarantees on Market Conditions: We cannot guarantee future market conditions, property values, or the availability of financing.

  • Investment Risks: Property investments may increase or decrease in value over time. Past performance is not a reliable indicator of future results.

8.2 Projections and Estimates

  • Any projections, forecasts, or market estimates provided by Perfect10 Property Group are for informational purposes only and should not be relied upon as guarantees or assurances of future outcomes.

  • Clients are encouraged to review projections critically and incorporate independent research into their decision-making processes.

8.3 Financing Approvals

  • Financing approval remains subject to:

    • Individual eligibility criteria.

    • Lender-specific requirements.

    • Prevailing interest rates, which may vary over time.

  • Responsibility for Financing: Perfect10 Property Group advises clients to evaluate these factors carefully and consult with independent financial advisors before making investment decisions.

8.4 Professional Advice

To mitigate risks, we strongly recommend:

  • Consulting independent financial advisors, particularly those authorised by the Financial Conduct Authority (FCA), to gain tailored advice based on individual financial circumstances.

  • Reviewing potential scenarios for market downturns or interest rate changes to understand their potential impact on property investments.

8.5 Client Responsibilities

Clients are responsible for assessing the risks associated with property investments and understanding how external market changes may affect their financial objectives. Perfect10 Property Group does not accept liability for any losses incurred due to reliance on market projections or unforeseen economic shifts.

9. Property Details and Assumptions

9. Property Details and Assumptions

9.1 Accuracy of Property Information

Perfect10 Property Group makes every effort to provide accurate and informative property details, including:

  • Approximate sizes, distances, plans, and specifications.

  • Other relevant information regarding the condition or features of the property.

9.2 Potential Changes​

Clients should be aware that:

  • Property details are subject to change.

  • Final finishes, materials, or layouts may differ from initial plans due to construction adjustments or other unforeseen factors.
     

9.3 Independent Verification

To minimise risks, clients are strongly encouraged to:

  • Property Visits: While Perfect10 Property Group conducts property visits, photos, and videos on behalf of clients to provide insights into the property’s condition, clients may also request additional information or arrange their own visits.

  • Inspections: Obtain necessary property inspections, such as structural surveys or condition reports, through independent professionals to confirm specifications and uncover potential issues.

9.4 Survey Reports

Property surveys, conducted by third-party surveyors, are a standard and essential part of the property transaction process.

  • Potential Findings: Survey reports may identify issues such as structural defects, dampness, or other conditions that could affect the project timeline or costs.

  • Responsibility for Reports: The cost of arranging survey reports, including follow-up inspections, is the client’s responsibility, even if the findings influence a decision not to proceed

  • Impact on Transactions: Survey findings may necessitate additional inspections, repairs, renegotiations with sellers, or adjustments to project plans.

9.5 Recommendations for First-Time Investors

First-time investors are advised to take additional care during the survey process. Perfect10 Property Group recommends:

  • Reviewing survey findings with a solicitor or other professionals to assess potential risks and costs.

  • Budgeting for potential contingencies, such as unexpected repairs or delays resulting from survey findings.

9.6 Preliminary Guidance

All information provided by Perfect10 Property Group should be treated as preliminary guidance. Clients are strongly encouraged to undertake their own due diligence and independent verification of all essential property details.

9.7 Limitations of Liability

Perfect10 Property Group cannot be held liable for:

  • Differences between preliminary property information and the completed property.

  • Changes beyond our control, including adjustments made during construction or refurbishment.

  • Findings in survey reports conducted by third-party surveyors, including any impact on project timelines, repair costs, or decisions to proceed with the transaction.

10. Solicitor and Mortgage Broker Selection

10. Solicitor and Mortgage Broker Selection

10.1 Recommended Providers

Perfect10 Property Group recommends working with solicitors and mortgage brokers from our trusted panel of professionals. These providers:

  • Are familiar with our processes.

  • Understand the specific requirements involved in property transactions.

  • Can help minimise delays and enhance communication.

10.2 Requirement to Use Trusted Panel Providers

In certain circumstances, clients may be required to engage a solicitor or mortgage broker from our trusted panel as a condition of proceeding with a specific deal. This requirement will be communicated to the client prior to any agreement.

  • Complex Transactions: Trusted panel professionals are equipped to handle specialised knowledge or streamlined processes needed for complex deals.

  • Time-Sensitive Deals: Panel providers help avoid delays caused by unfamiliarity with our processes or unnecessary complications.

  • Compliance Requirements: These professionals ensure that specific lender or regulatory demands associated with the transaction are met.

10.3 Using Non-Panel Professionals

Clients have the option to engage their own solicitor or mortgage broker, but Perfect10 Property Group:

  • Cannot assume responsibility for any delays, miscommunication, or additional complexities arising from the use of non-panel professionals.

  • Encourages clients to ensure that their selected professionals are:

    • Well-equipped to manage the process efficiently.

    • Experienced in property transactions to reduce risks of delays or errors.

10.4 Collaboration and Communication

Perfect10 Property Group is committed to fostering effective collaboration between all parties. To this end:

  • We will share relevant documentation and updates promptly with the client’s chosen professionals, regardless of whether they are from our trusted panel.

  • Clients are encouraged to communicate any specific preferences or requirements directly to their solicitor or mortgage broker.

10.5 Limitations of Liability

Perfect10 Property Group cannot be held liable for:

  • Errors, delays, or omissions by the client’s chosen solicitor or mortgage broker.

  • Additional costs or complications that arise from miscommunication or inefficiencies involving non-panel professionals.

11. Payment Terms and Foreign Exchange

11. Payment Terms and Foreign Exchange

11.1 Accepted Payment Methods

  • Payments to Perfect10 Property Group are accepted via bank transfer in GBP.

  • Payments in other currencies are subject to conversion fees, which are the responsibility of the client.

11.2 Responsibility for Shortfalls

Any shortfalls resulting from currency conversion or insufficient funds may cause delays in transaction processing.
Clients are responsible for covering any shortfalls and associated fees to ensure timely continuation of services.

11.3 Third-Party Payments

  • Clients are required to make direct payments to third-party providers, including:

    • Solicitors.

    • Brokers.

    • Surveyors.

    • Other service providers involved in the transaction process.

  • These payments are arranged independently by the client and are subject to the terms and conditions of the respective provider.

  • Perfect10 Property Group is not responsible for:

    • Payment terms, processing, or liabilities related to third-party services.

    • Delays in these payments that may impact the completion timeline of services.

11.4 Certification and Compliance Tests

  • Clients should be aware that certification and compliance tests (e.g., safety inspections for features such as boilers) may not pass on the first attempt, especially in cases where older equipment or systems have not been replaced before purchase, requiring reinspection. 

  • Reinspection Costs:

    • These costs are typically at the client’s expense.

    • Certification bodies generally do not offer refunds or complimentary retests.

    • Although such situations are not common, they remain a standard procedure in property transactions and should be considered as part of the client's planning and due diligence.

11.5 Client Responsibilities

  • Clients must ensure payments are made accurately and in accordance with agreed timelines to avoid disruptions in services.

  • For third-party payments, clients are encouraged to review the terms and conditions of the providers involved to mitigate delays or unexpected costs.

12. Client Authorisation for Mortgage Valuation

12. Client Authorisation for Mortgage Valuation

12.1 Authorisation for Access

By engaging with Perfect10 Property Group, clients grant explicit authorisation for us to obtain a copy of the mortgage valuation. This is done solely to:

  • Facilitate contract progression.

  • Monitor key milestones within the transaction process.

12.2 Purpose of Access

Accessing the mortgage valuation allows us to:

  • Ensure transactions stay on schedule by identifying and resolving any potential issues promptly.

  • Support effective communication with solicitors, brokers, and other relevant parties involved in the process.

12.3 Client Rights

  • Clients retain the right to revoke this authorisation at any time by notifying us in writing at contact@perfect10property.co.uk.
    In such cases, we may require alternative methods to track transaction progress, which could result in delays.

12.4 Confidentiality and Use

  • Any mortgage valuation accessed will be handled in strict confidence and used only for the purposes outlined above.

  • Perfect10 Property Group will not disclose the valuation details to unauthorised third parties.

13. Limitation of Liability

13. Limitation of Liability

13.1 Scope of Liability

Perfect10 Property Group is not liable for any losses, damages, or expenses arising directly or indirectly from services provided, except:

  • Where liability is explicitly covered by our insurance policy.

  • As required by law.

All services are subject to the terms, limitations, and exclusions outlined in our insurance policy, including specific exclusions for:

  • Third-party claims.

  • Property damage.

  • Work-related outcomes not covered by the policy.

13.2 Excluded Damages​

Perfect10 Property Group is not responsible for:

  • Indirect, incidental, or consequential damages, including loss of profits, investments, or reputational damage.

  • Professional services, advice, or consultancy outcomes unless explicitly covered under our public liability policy or other applicable insurance.

13.3 Maximum Liability

The maximum liability of Perfect10 Property Group to any client shall not exceed:

  • The total amount paid by the client for the specific service, or

  • The public liability insurance limit of £2,000,000, whichever is lower.

This limit reflects the coverage under our current insurance terms and is subject to additional policy-specific limitations and exclusions.

13.4 Third-Party Compliance

  • For services involving third-party providers (e.g., solicitors, brokers, contractors), liability is governed by the terms and conditions of the third party.

  • Claims arising from such interactions are only covered within the scope of our public liability policy.

  • Perfect10 Property Group does not assume liability for third-party provider terms, processes, or service failures.

13.5 Acknowledgement of Client Responsibility

Clients acknowledge that engaging with third-party providers carries inherent risks. While Perfect10 Property Group recommends trusted providers where possible, the ultimate responsibility lies with the client to review and accept the terms and conditions of any third-party services.

13.6 Case-by-Case Considerations

In exceptional circumstances, Perfect10 Property Group may choose to consider claims or address concerns outside the defined limitations of liability. However, any such consideration is at our sole discretion and does not establish precedent or guarantee similar actions in future cases.

14. Events Beyond Our Control

14. Events Beyond Our Control

14.1 Definition of Unforeseen Events

Perfect10 Property Group is not liable for any losses, delays, or disruptions caused by unforeseen events beyond our reasonable control. These may include, but are not limited to:

  • Regulatory changes.

  • Instances where a buyer or seller withdraws from a transaction due to personal reasons.

  • Natural disasters.

  • Pandemics.

  • Labour strikes.

  • Acts of terrorism.

  • Other force majeure events.

14.2 Adjustments and Remedies​

In the event that such circumstances impact a service or transaction, Perfect10 Property Group will make reasonable efforts to:

  • Reschedule or adjust services to minimise the impact on clients.

  • Communicate any delays or disruptions to affected clients as promptly as possible.

14.3 Limitations on Liability

  • Perfect10 Property Group cannot guarantee full continuity of services under these conditions.

  • Any adjustments or remedies provided will be at our sole discretion and depend on the specifics of the situation.

14.4 Third-Party Fees

  • Fees paid to third-party providers, including non-refundable fees, remain subject to the terms and conditions of those providers.

  • Refunds or adjustments for such fees will be at the discretion of the third-party provider and are not the responsibility of Perfect10 Property Group.

14.5 Additional Considerations for First-Time Investors

  • Survey Reports: Clients, particularly first-time investors, should be aware that survey reports are an essential part of the property transaction process and are paid for by the client.

    • These reports may uncover issues such as structural damage, damp, or other defects not disclosed by the seller.

    • Any findings in the survey report may impact the transaction, including renegotiation of the purchase price, additional repair costs, or even withdrawal from the transaction.

  • Responsibility for Costs: Clients are responsible for covering the cost of survey reports, and these costs are non-refundable, even if the transaction does not proceed.

  • Independent Assessments: Perfect10 Property Group encourages all clients to engage qualified surveyors to conduct a thorough property inspection before contract exchange.

  • Informed Decision-Making: It is essential for first-time investors to factor in the possibility of unexpected findings and associated costs when budgeting for property investments.

15. Code of Conduct and Prohibited Conduct

15. Code of Conduct and Prohibited Conduct

15.1 Commitment to Professionalism

Perfect10 Property Group is committed to fostering a professional, respectful, and inclusive environment for all clients, staff, contractors, and stakeholders. This commitment ensures a positive and productive experience for all parties involved in our services.

15.2 Prohibited Conduct​

Perfect10 Property Group reserves the right to refuse service, suspend activities, or terminate agreements with clients who engage in the following prohibited behaviours:

  • Discriminatory or Abusive Behaviour: Engaging in discriminatory, abusive, threatening, or otherwise harmful behaviour toward our staff, contractors, or any third parties involved in service delivery.

  • Misrepresentation: Providing false, incomplete, or misleading information regarding property needs, financial status, or other relevant details that impact the services provided by Perfect10 Property Group.

  • Non-Compliance with Agreements: Failing to adhere to these Terms and Conditions, any signed agreements, or any legal obligations that affect the service process.

  • Obstruction of Service Delivery: Deliberately hindering or obstructing the progress of services, including repeated unavailability for communication or failure to provide necessary documentation.

  • Confidentiality Breaches: Disclosing confidential information obtained through engagement with Perfect10 Property Group without prior written consent.

  • Illegal Activities: Involvement in activities that violate the law or regulations related to property transactions, such as money laundering or fraudulent practices.

15.3 Enforcement Measures

In cases of prohibited conduct, Perfect10 Property Group reserves the right to:

  • Issue written warnings to clients regarding their behaviour.

  • Suspend or terminate services without further notice if the prohibited conduct persists.

  • Seek legal remedies, including compensation for damages or losses resulting from the client’s conduct.

15.4 Commitment to a Safe Environment

Perfect10 Property Group is dedicated to creating a safe, inclusive, and supportive environment for all parties involved in our services. To this end, we:

  • Encourage open communication and mutual respect between clients, staff, and stakeholders.

  • Provide training and guidelines for staff to handle challenging situations professionally.

  • Offer avenues for clients to raise concerns or disputes in a constructive manner.

16. Confidentiality and Intellectual Property

16. Confidentiality and Intellectual Property

16.1 Confidential Information

  • Perfect10 Property Group is committed to maintaining the confidentiality of all client information and documentation shared with us during service provision.

  • This information will only be used for purposes directly related to the agreed-upon services.

  • Confidential information will not be disclosed to third parties without the client’s explicit consent, except in the following circumstances:

    • As required by law or regulation.

    • For essential service-related purposes, such as liaising with solicitors, brokers, or other third parties directly involved in the transaction.

  • Perfect10 Property Group employs appropriate safeguards to protect client information from unauthorised access, loss, or disclosure.

16.2 Intellectual Property​

  • All materials, methodologies, processes, and documentation provided by Perfect10 Property Group during the service delivery process are the exclusive intellectual property of Perfect10 Property Group.

  • Clients are granted a limited, non-transferable licence to use these materials strictly for personal use in connection with the agreed services.

  • Clients are prohibited from:

    • Copying, reproducing, distributing, or sharing these materials.

    • Using the materials for commercial purposes, resale, or any purpose unrelated to the agreed services.

    • Modifying or reverse-engineering the materials or processes without prior written consent from Perfect10 Property Group.

16.3 Breaches and Remedies

  • Any unauthorised use, distribution, or reproduction of Perfect10 Property Group’s intellectual property will be considered a breach of these Terms and Conditions.

  • In the event of such a breach, Perfect10 Property Group reserves the right to:

    • Terminate services immediately.

    • Seek legal remedies, including compensation for damages resulting from the unauthorised use.

17. Promotional and Advertising Material

17. Promotional and Advertising Material

17.1 Property Photos

  • Perfect10 Property Group reserves the right to take photos of properties for promotional and advertising purposes.

  • These photos may be used to showcase:

    • Property features and highlights.

    • Refurbishment projects or before-and-after transformations.

    • General marketing materials.

  • Client Consent:

    • Consent will be sought for any property photos used in public-facing materials.

    • Identifying information or sensitive details will be handled with discretion to protect client privacy.

17.2 Tour and Event Photos​

  • Photos and videos may be taken during:

    • Property tours.

    • Investor events.

    • Other service-related gatherings.

  • Use of Media:

    • Media may be featured on the Perfect10 Property Group website, social media platforms, and other marketing materials.

  • Client Consent:

    • By participating in these events, clients consent to Perfect10 Property Group using such media for promotional purposes.

    • Clients who prefer not to appear in these materials must notify Perfect10 Property Group in advance.

17.3 Opting Out

  • Clients may withdraw consent for the use of photos or videos at any time by:

  • Upon receiving an opt-out request:

    • Perfect10 Property Group will cease using media that includes the client in future promotional efforts.

    • Reasonable efforts will be made to remove or redact existing media from platforms where practicable.

18. In-House Complaints Procedure

18. In-House Complaints Procedure

Perfect10 Property Group is dedicated to maintaining a high standard of professional service for all clients. We value feedback and view complaints as opportunities to improve our services.

18.1 Commitment to Clients​

  • Perfect10 Property Group aims to address and resolve complaints promptly and fairly.

  • Reasonable adjustments will be made for clients with specific needs, including those related to age, disability, language, numeracy limitations, or financial hardship.

18.2 Submitting a Complaint

  • Complaints must be submitted in writing and include as much detail as possible.

  • Written complaints can be sent via email to contact@perfect10property.co.uk or via post to the address provided in your service agreement.

18.3 Complaint Handling Process

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  • Step 1: Acknowledgement

    • Within three working days of receiving your complaint, Perfect10 Property Group will:

      • Acknowledge receipt of the complaint in writing.

      • Provide a copy of this complaints procedure for reference.
         

  • Step 2: Investigation and Initial Response

    • A thorough investigation will be conducted by the office manager or a designated team member.

    • Within 15 working days of receiving the complaint, you will receive a formal written outcome addressing your concerns.
       

  • Step 3: Request for Further Review

    • If you are not satisfied with the initial response, you may request a further review by a senior staff member.

    • The senior staff member will re-evaluate the case and provide a final written response within 15 working days of your request.
       

  • Step 4: Referral to The Property Ombudsman

    • If you remain dissatisfied, or if more than eight weeks have passed since the initial complaint submission without resolution, you may escalate the complaint to The Property Ombudsman (TPO) for independent review. Via Make a Complaint - The Property Ombudsman (tpos.co.uk)

    • This service is free of charge to clients.

18.4 Contact Details for The Property Ombudsman

The Property Ombudsman, Milford House
43-55 Milford Street
Salisbury, Wiltshire
SP1 2BP
Tel: 01722 333 306
Website: www.tpos.co.uk

18.5 Timeframe for Escalation

  • The Property Ombudsman requires all complaints to be addressed through this in-house procedure before an independent review is conducted.

  • Complaints must be referred to TPO within 12 months of receiving Perfect10 Property Group’s final response. 

  • Include all supporting evidence and documentation with your referral.

18.6 Internal Records and Transparency

  • All complaints are recorded and reviewed internally to monitor service standards and identify areas for improvement.

  • Perfect10 Property Group is committed to learning from complaints and taking necessary actions to enhance client satisfaction.

19. Amendments to Terms & Conditions

19. Amendments to Terms & Conditions

19.1 Right to Amend

Perfect10 Property Group reserves the right to update, amend, or modify these Terms and Conditions periodically to reflect changes in our services, business practices, or legal requirements.

19.2 Notification of Changes​

Clients will be notified of significant changes through appropriate means, including but not limited to:

  • Email communication.

  • Notifications posted on our website.

  • Updates provided during service engagement.

19.3 Client Acceptance

Continued use of our services following notification of any changes to these Terms and Conditions will constitute your acceptance of the revised terms. If you do not agree to the amended terms, you must notify us in writing and discontinue use of our services.

19.4 Effective Date

Unless otherwise stated, amendments to these Terms and Conditions will take effect immediately upon being published or communicated to clients.

20. Data Protection and Privacy Compliance

20. Data Protection and Privacy Compliance

Perfect10 Property Group is committed to protecting your personal data and ensuring compliance with the UK GDPR and the Data Protection Act 2018. Our full Privacy Policy, detailing how we collect, use, store, and share your personal information, can be accessed at the following link:
Privacy Policy

 

By engaging with our services, you confirm that you have read, understood, and agreed to our Privacy Policy.

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