Terms of Service

These Terms of Service ('Terms') govern your access to and use of the Woosh website at www.wooshproperty.com (the 'Site') and the Woosh mobile app (the 'App'), together with all content, features and services offered through them (together, the 'Services'). The Services are operated by Mayne Industries Limited ('Woosh', 'we', 'us' or 'our'), a company registered in England and Wales under company number 13517714, whose registered office is at Hereford, Herefordshire, HR1. Woosh is a brand operated by Mayne Industries Limited. 'You' means you as a user of the Services.

A 'consumer' means an individual using the Services wholly or mainly outside their trade, business, craft or profession. A 'business user' means anyone else, including Professionals and anyone listing or transacting in the course of a business. Some Terms apply differently to each, and nothing in these Terms affects a consumer's non-excludable statutory rights.

By using the Services, opening an account, or clicking to accept these Terms where that option is offered, you agree to be bound by them and by our Privacy Policy. If you do not agree, you must not use the Services. Please read them carefully.

The Services are for users who are at least 18 years old and able to enter into a legally binding contract. They are available only to users who are not subject to UK or other applicable sanctions or trade restrictions. By using the Services you confirm you meet these requirements. If you do not, you must not use the Services.

Woosh is an online property marketplace. It does two things: it connects people buying and selling homes and lets them make and manage Offers; and it lets vetted property Professionals offer paid Services that Buyers can book and pay for through Woosh.

Woosh is a marketplace that connects users. We are not the agent, surveyor, conveyancer, employer or seller in any transaction, and we do not provide the Services ourselves. Professionals provide their Services as independent businesses, and Buyers do not control how a Professional does their work.

We take our legal responsibilities seriously. We carry out identity checks on users and, where required, further checks (including on the source of funds), and we may refuse, pause, or report a transaction to meet our legal obligations.

Regulatory status: Because Woosh introduces buyers and sellers of property with a view to a sale, much of what Woosh does is 'estate agency work' within the meaning of the Estate Agents Act 1979. As required for that activity, Woosh is completing registration with an approved property redress scheme and with HM Revenue & Customs for anti-money-laundering supervision, and will publish its scheme and registration details here; once in place, eligible users whose complaints we cannot resolve may refer them to our redress scheme. We carry out customer due diligence and may ask you to verify your identity and, where required, the source of your funds, and may refuse, pause or report a transaction to meet our legal obligations.

To keep these Terms readable, we use a few defined words:

• Buyer / Seller - a user buying a home, or listing a home for sale. • Professional - a vetted property professional (for example an agent, surveyor, conveyancer, mortgage adviser, photographer or tradesperson) offering paid Services. • Listing - a property a Seller lists for sale. • Service - a paid service a Professional offers. • Offer - an offer a Buyer makes on a Listing through Woosh. • Viewing - a property viewing arranged through Woosh. • Booking / Order - the contract created when a Buyer books and pays for a Professional's Service through Woosh. This contract is between the Buyer and the Professional; Woosh is not a party to it. • Woosh Service Fee - the commission Woosh charges on a Booking (see Section 8). • Content - anything users post, upload or send (listing details, photos, documents, messages, reviews, profile information).

• Only registered users can list, offer, book or sell. You must give accurate, current information and must not register for fraudulent or misleading purposes. • You are responsible for activity on your account and for keeping your password secure. • Professionals set their own prices and decide which Services to offer. • Buyers pay Woosh in advance for a Booking; we hold the money and release it to the Professional on completion (Section 8). • Payments for Services booked on Woosh must be made through Woosh (Section 10). • Messages sent on Woosh are private between users, but Woosh can read them to keep the marketplace safe and to stop off-platform fee-dodging (Section 11). • We care about your privacy - please read our Privacy Policy.

To use most of Woosh you must register. Each account is for one person; you may not transfer it or share your login. Tell us at support@wooshproperty.com if you suspect unauthorised use.

Some actions require you to verify your identity first, through a secure ID check run by our provider. At present you must be ID-verified to make an Offer, book a Professional, or list a property. Professionals must additionally be reviewed and approved by Woosh before their profile and Services become visible or bookable. We may require identity, source-of-funds or other verification at any time, including to meet our legal obligations.

We may suspend or close accounts that breach these Terms (see Section 14).

Sellers and Listings: Sellers must be entitled to market the property and must keep Listing details, prices and photos accurate, their own (or licensed), and not misleading. We may remove a Listing that breaches these Terms, is misleading, is poor quality, or is found in breach on report.

Professionals and Services: Professionals must hold the qualifications, registrations, licences and insurance the law and their profession require for the Services they offer (for example, RICS membership for regulated surveying, SRA or CLC regulation for conveyancing, FCA authorisation for regulated mortgage advice), and must keep adequate professional indemnity and public liability insurance. Service descriptions, prices and delivery times must be accurate. A Professional's rating reflects Reviews from real Bookings; persistent poor ratings, lateness, frequent cancellations or breaches may lead to loss of standing, removal of Services, or suspension.

Offers and Viewings: An Offer made through Woosh expresses interest on the terms shown. It is not itself a binding contract to buy or sell - under the law of England and Wales a residential sale becomes legally binding only on exchange of contracts handled by the parties' conveyancers, and any Offer is 'subject to contract' until then. Where a Viewing or Service involves meeting in person, Woosh does not vet, supervise or guarantee the conduct, safety or suitability of any user; the risk of meeting, and of any in-person service, stays with the users involved. Take sensible precautions.

Bookings: A Booking forms when the Buyer's payment is confirmed; the Professional must then carry out the Service by the stated delivery time and mark it delivered with appropriate proof. The 'delivered' function must not be misused to claim work not done. Buyers may request reasonable revisions where delivery does not match what was agreed. For consumers, the cancellation rights in Section 9 take priority over these completion mechanics.

• Buyers pay Woosh up front, by the methods we offer (including Apple Pay and card). Prices are in GBP and the total - including the Woosh Service Fee and any tax - is shown before you pay. • We hold the payment and release it to the Professional only on completion or auto-completion (Section 9), so neither side is left exposed. • The Woosh Service Fee is 20% of the Booking value, and is shown to you before you pay. • Payments, escrow and payouts are processed by our payment provider; by transacting you also accept that provider's terms. You must only use funds from lawful sources. • We may withhold release, refund, or reverse a payment where required by law, by these Terms, or to resolve a dispute (Section 9).

Consumer cooling-off (14 days): If you are a consumer, you have a legal right to cancel a Booking for a Professional's Service within 14 days of entering it, for any reason. To exercise it, tell us or the Professional within that period, and we will refund you within 14 days of cancellation, except as set out below.

Because many Services start quickly, when you book a Service to begin within the 14-day period you expressly request that it start during that period and acknowledge that: (a) once the Service is fully performed you lose the right to cancel; and (b) if you cancel after it has started but before it is finished, you must pay a proportionate amount for what has been done, and the rest is refunded.

Auto-completion: If a Buyer who is not exercising a cancellation right neither confirms completion nor raises an issue within 7 days of delivery, the Booking is treated as complete and payment is released to the Professional. This convenience never overrides a consumer's statutory cancellation right above.

Disputes: Either side can raise an issue on a Booking; while it is open the payment is frozen. We will review the information from both sides and decide a fair outcome in good faith - release to the Professional, refund the Buyer, or a partial split. Our decision does not remove your right to pursue the other party or to go to court.

This section matters - please read it. Woosh earns its fee only when a deal happens on the platform, and it is that fee that pays for connecting you, holding payments safely, protecting both sides and running the marketplace. Taking a deal off-platform to avoid the fee is unfair to Woosh and strips away the protections Woosh gives you. You therefore agree that:

• You will not use Woosh to find, or be introduced to, another user and then arrange, carry out or pay for that transaction off Woosh in order to avoid the Woosh Service Fee - including agreeing to pay, or be paid, in cash or by bank transfer or any off-platform method for a Service you found through Woosh. • You will not offer, solicit or accept any move off-platform, and you will not share or request contact details (phone, email, external messaging handles, social profiles, or bank or payment details) for the purpose of dealing off-platform or circumventing Woosh. • You will not cancel or decline an on-platform Booking to redo the same work off-platform with the same user.

This does not prevent the normal exchange of information genuinely needed to deliver a Service through Woosh (a surveyor needs the address; a conveyancer needs documents) - that is fine and belongs on Woosh. If anyone asks you to deal or pay off-platform, please report it to support@wooshproperty.com.

Breaching this section is a material breach. Where we reasonably determine you have done so, we may warn, investigate, suspend or permanently close your account, and we may recover from you the Woosh Service Fee that would have been payable on the avoided transaction, plus our reasonable costs of recovery. That recovery is a proportionate protection of Woosh's legitimate interest in its commission and the integrity of the marketplace; it is not a penalty, and we will not seek a sum out of proportion to the fee actually avoided.

To enforce this, Woosh monitors messages sent on the platform and uses automated checks to flag signals of off-platform dealing - such as shared contact details or 'pay outside Woosh' language - alongside patterns of behaviour (for example activity that stops with no Booking or payment). See Section 11 and our Privacy Policy.

• Messages sent through Woosh are private between the users in the conversation, but they are not hidden from Woosh: we can access and read them, and run automated checks on them, to keep the marketplace safe, prevent fraud, enforce these Terms (including off-platform fee-dodging), and resolve disputes. • Message content is stored securely, encrypted at rest, accessible only to authorised Woosh systems and staff, and kept no longer than necessary. • Exchange information and files needed for a Service within Woosh. Woosh does not protect users who take their dealings off the platform. • We do not sell your messages or use them for advertising. We handle all personal data in line with UK GDPR and the Data Protection Act 2018; the Privacy Policy is the full account of what we collect and why.

Reviews: Reviews are central to trust on Woosh. They must come from genuine, completed Bookings. We will not remove a Review unless it clearly breaches these Terms. Arranging fake bookings or manipulating ratings may lead to permanent suspension of all related accounts. Withholding delivery to pressure a Buyer for a better Review, or soliciting users to remove or change honest Reviews, is prohibited.

Acceptable conduct: You must not, and must not help anyone else to: • Be abusive, threatening, harassing or discriminatory toward any user (on grounds of gender, race, age, religion, disability, sexual orientation or otherwise). • Solicit users introduced through Woosh to contract or pay outside Woosh (Section 10). • Post content that is illegal, fraudulent, infringing, obscene, deceptive, or that you do not have the rights to post. • Publish or misuse other people's private information. • Create a false identity, impersonate anyone, or run multiple accounts to gain an unfair advantage, evade a suspension, or harass others. • Send spam, phishing, malware, or anything designed to compromise another user or our systems. • Scrape, data-mine, reverse-engineer, overload or interfere with the Services, or try to gain unauthorised access to them. • Buy or sell Woosh accounts.

• You can report content or behaviour that is illegal or breaches these Terms at support@wooshproperty.com. We review reports and, where content is illegal or breaching, act promptly - removing content and warning, suspending or closing accounts as appropriate. • We are not obliged to monitor everything users post, but we may check content on our own initiative and act on what we find. • Complaints and appeals: if we act against your account or content, we will tell you the main reason and how to challenge it. You may appeal to legal@wooshproperty.com; we will review appeals fairly, promptly and without discrimination, and reverse any decision we conclude was wrong.

• We may put an account on hold or close it for breach of these Terms, or for unlawful or harmful use. We will explain the main reason and your appeal options (Section 13). • You may deactivate at any time in settings; you remain responsible for outstanding obligations, for example a payment owed on an open Booking. • Terms that should survive closure - payments owed, intellectual property, confidentiality, disclaimers, liability and dispute resolution - continue to apply.

• Your content stays yours. By posting it you grant Woosh a worldwide, non-exclusive, royalty-free licence to host, display and reproduce it only as needed to provide, promote within the Services, and operate Woosh (for example, showing your Listing to Buyers). This licence is limited to running the Services and ends, for new uses, when you remove the content or close your account (copies in backups or already shared with other users may persist). We will not sell your content or use it for unrelated advertising without your separate consent. • You confirm you own or have the rights to everything you post, that it does not infringe anyone's rights or break the law, and you are responsible for it. • Woosh's own materials (Site, App, branding, design, software, our content) belong to Woosh or our licensors. You get a limited, revocable, non-transferable licence to use the Services as intended - no copying, reselling, reverse-engineering, scraping, or building a competing product. • Feedback you send us about Woosh may be used freely, with no obligation or payment. • Confidentiality: information you receive about another user to deliver or receive a Service must be kept confidential and used only for that purpose.

• We provide the Services with reasonable care and skill, but 'as available' - we do not promise they will be uninterrupted or error-free. • Woosh is a marketplace. We do not provide Professionals' Services, are not a party to the deals between users, and do not guarantee the quality, legality, safety or outcome of any Service, Listing, Viewing or transaction. You choose who to deal with. • Nothing here removes your statutory rights. If you are a consumer, the Consumer Rights Act 2015 gives you rights - including that services we supply are performed with reasonable care and skill - that these Terms do not exclude.

• We never exclude or limit liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of your non-excludable statutory rights, or for anything else that cannot be limited by law. • Subject to that, we are not liable for losses that were not foreseeable (a loss is foreseeable if it is an obvious consequence of our breach or was contemplated by you and us). Loss of profit, revenue, business, goodwill or anticipated savings applies to business users only, since we provide the Services for domestic use by consumers. We are not liable for loss caused by the act, omission, Service or Content of another user. • Subject to the first bullet, our total liability to you for any claim connected with the Services is limited to the greater of (a) the total Woosh Service Fees you paid us in the 12 months before the claim and (b) one hundred pounds. For a Service booked through Woosh, your claim about the Service itself is against the Professional who provided it.

If you are a business user (including Professionals and anyone acting in the course of a business), you agree to cover Woosh and our officers, employees and agents against claims, losses and reasonable costs arising from your breach of these Terms, your Content, your transactions with other users, or your breach of anyone else's rights or of the law. This indemnity does not apply to consumers.

• These Terms and any dispute arising from them or your use of the Services are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you are a consumer living elsewhere in the UK you may also bring proceedings in your local courts, and the mandatory consumer protections of where you live still apply. • Please contact us first - most issues are resolved quickly. You may also use alternative dispute resolution, and nothing here stops a consumer going to court.

• Changes: We may update these Terms and will post the new version here with a new date, and tell registered users of material changes (Site notice, email or in-app). Continuing to use Woosh after a change means you accept it; if you do not agree, stop using the Services. For an existing Booking, the Terms you accepted when you booked continue to apply to that Booking. • Severability: If part of these Terms is unenforceable, the rest stands. • No waiver: Not enforcing a term is not a waiver of it. • Assignment: You may not transfer your rights without our consent; we may transfer ours to a successor or group company, and will tell you if we do. • Entire agreement: These Terms, with the policies they reference, are the whole agreement about the Services (this does not exclude liability for fraud or fraudulent misrepresentation). • Headings are for convenience; the English version prevails.

We welcome your questions, comments and feedback.

• General: support@wooshproperty.com • Legal matters: legal@wooshproperty.com

If you have a complaint, please contact us first. If we cannot resolve it, you may use alternative dispute resolution.