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We are Griffin Residential Limited. We refer to ourselves using our trading name Emoov.
Griffin Residential Limited ("Emoov") is a company registered in the United Kingdom under company number 09362284 and with registered address at 4 Chester Court, Chester Hall Lane, Basildon, SS14 3WR. Emoov's VAT number is 214208156.
Emoov provides estate and letting agency services to individuals and businesses to facilitate property sales and lets in the United Kingdom (excluding Northern Ireland) and operates and owns the website www.emoov.co.uk.
Emoov is a member of The Property Ombudsman scheme and follows The Property Ombudsman's Code of Practice for Residential Estate Agents, which is available to view at www.tpos.co.uk. Emoov is also registered with The Property Ombudsman's Approved Estate Agents Redress Scheme.
These terms of service cover Emoov customers in England, Wales and Scotland.
These terms of service, together with the Emoov privacy policy and any other terms provided to you by Emoov ('Emoov', 'we' or 'us'), set out the terms of the agreement between you and us under which we will provide the Services to you and make available the use of its website, www.emoov.co.uk ('Our Site'), and the Emoov Later Service (the "Agreement").
When instructing us as agents to sell your property it is a requirement under the Estate Agents Act 1979 that you understand and accept these terms and conditions.
Please read these terms and conditions carefully before you accept and agree to be bound by them. By agreeing to these terms and conditions, your order will be placed with us. If you have any concerns or questions regarding these terms and conditions, then please contact us by telephone at 0345 561 0050 or by email at [email protected].
In this agreement, the following words and phrases shall, unless the context otherwise requires, have the following meanings:
By appointing Emoov as your estate agent, you confirm and warrant that:
By instructing Emoov to provide services, you agree to be legally bound by these Terms and Conditions and any additional terms provided from the date of your acceptance (“Acceptance Date”). Our acceptance of your instruction is conditional on satisfactory verification of your identity and the relevant Property details.
We will provide the Services to Market the Property for sale and help facilitate the eventual sale of the Property.
The starting point for our products and services is the ‘Emoov Essential’ package, which includes:
You may purchase additional Products and Services and Add-ons offered and as detailed on our Website from time to time, which may include our Premium Upgrade which contains professional photography, floorplan and a walkthrough video, Rightmove and Zoopla premium listings, completion management, DIY for sale board, and the preparation of an Energy Performance Certificate. Such items may be purchased individually or as part of a package, all as detailed and priced on our Website.
Our packages include ‘Emoov Extra’ which includes everything in ‘Emoov Essential’ plus:
Our packages include ‘Emoov Later’ which includes everything in ‘Emoov Essential’ plus:
Please see Schedule 1 for further information and requirements for Emoov Later.
We will execute the Services diligently and competently, ensuring a reasonable level of care and skill.
Your Emoov Account provides a secure online platform to:
You are responsible for checking your Emoov Account regularly for updates and messages.
Upon request, Emoov will provide a guide price range for marketing the Property based on expertise, market data, and insights from Partner Sites and the Land Registry. You, as the Seller, remain responsible for determining the Marketing Price.
You may adjust the Marketing Price during the Marketing Period by accessing your property listing in your account dashboard or notifying Emoov through your Account, email, or phone. Emoov will endeavour to update the Marketing Price on all platforms within five business days of your instruction.
You agree and acknowledge Emoov’s guide price does not constitute a formal valuation of the property.
If you choose the Premium Upgrade or “Emoov Extra” package, Emoov will assist in preparing a Property Advert for your review and approval in your Emoov Account. You will have the opportunity to edit or suggest amendments to the Property Advert via the Emoov messaging system, email or telephone.
You are responsible for ensuring all information provided is accurate and not misleading. Under applicable regulations, it is unlawful to provide false or incomplete information about the Property. You agree to:
Emoov reserves the right to withhold publication of any material deemed inaccurate, inappropriate, or non-compliant with applicable laws.
If any information you provide or approve is inaccurate, outdated, or misleading, and we subsequently remove it, no full or partial refund of the Fee will be given.
Emoov accepts no responsibility for any omissions or errors resulting from incorrect information supplied by you, including but not limited to photography and property details.
During the Marketing Period, Emoov will promote the Property on Our Site and selected Partner Sites. We retain the right to withdraw the advertisement and marketing of the Property from Our Site and/or Partner Sites at our sole discretion.
Third-party websites such as Partner Sites are subject to change, and we do not guarantee the continued presence of the Property on any individual website.
The standard Marketing Period is 12 months from the date the Property Advert is published. Emoov may extend this period at its sole discretion. Any period on a marketing break counts towards use of your Marketing Period.
Viewings are arranged through your Emoov Account. You will be notified of viewing requests immediately.
You must respond promptly to confirm, reschedule, or decline viewing requests. Emoov reserves the right to withdraw listings from our Website and online property portals if you repeatedly fail to respond.
You are responsible for ensuring the Property is safe for viewings and taking reasonable precautions for personal safety and security. Emoov does not perform background checks on viewers but will conduct AML checks once an offer is accepted.
To report concerning or inappropriate behaviour please contact Emoov.
Offers received will be communicated to you immediately via your Emoov Account. You may accept, reject, or reject and negotiate offers directly with prospective Purchasers.
If you receive an offer directly or decide to accept one, you must inform us. This allows us to ensure that the buyer completes all required anti-money laundering checks, provides proof of funds for the accepted offer, and enables us to guide them through the process. Emoov may mark the Property as “Sold Subject to Contract” on all platforms.
Once an offer is agreed, you must promptly provide details of your conveyancer and mortgage provider. If your instructed conveyancer, solicitor or mortgage provider changes before Completion, you must promptly provide us with the updated contact details of your instructed conveyancer or solicitor.
You agree that once we receive confirmation of an accepted offer for the sale of the Property, we may automatically forward your details and those of the prospective purchaser to the conveyancer or solicitor you have instructed.
Before issuing a memorandum of sale, we will carry out the necessary anti-money laundering checks to ensure the purchaser and their offer meet the regulatory requirements for the sale to proceed. You acknowledge that we are not obliged to issue a memorandum of sale or assist with completing the purchase until these checks have been satisfactorily completed.
If you have purchased Completion Management as an Add-On, selected ‘Emoov Extra,’ or chosen ‘Emoov Later,’ you will have access to the Emoov Sales Support Team once an offer for the sale of the Property has been accepted. The Sales Support Team will assist you through to Completion of the sale. You consent to us, or one of our partner companies, contacting your conveyancer, solicitor, mortgage provider, as well as those of the prospective purchaser and any other parties directly or indirectly involved in the transaction.
We will make reasonable efforts to keep all parties informed of any changes or updates regarding the sale. However, it remains your responsibility to ensure all relevant parties are aware of such changes. We accept no liability for any losses arising from communications between the parties involved.
If the sale of your Property does not complete, we will, at your request, relist and resume marketing the Property for the remainder of the Marketing Period.
You must ensure the Property is in a presentable condition before photographs are taken. If Emoov arranges photography, the provider will contact you directly to schedule a session.
You acknowledge and agree we will share your personal data (including your contact details) with such third-party provider. If you miss or cancel an appointment on the same day or fail to grant access, you will be charged for any rescheduled visit.
Should you upload your own photographs, they must:
Emoov reserves the right to reject or remove any photographs deemed unsuitable or non-compliant.
Uploading photographs that do not comply with this Agreement, the Terms of Use, or the recommended settings will be considered a breach and may result in your Account being suspended or terminated, the property being withdrawn from the market, and, where applicable, a report made to the relevant authorities. We reserve the right to enforce our Terms of Use and this Agreement, which may include requiring you to compensate us for any resulting loss.
To maintain the highest standards of service, all photographs you upload will be reviewed by us before they go live on property portals or our Website. We aim to complete this review as promptly as possible. We also reserve the right, at our sole discretion, to reject any image we deem inappropriate, inaccurate, misleading, or likely to cause distress or embarrassment.
In England, Wales, and Northern Ireland, it is a legal requirement to have a valid Energy Performance Certificate (EPC) or to have ordered one before we can begin marketing your property. If you have ordered an EPC, it must be available within 28 days of marketing commencement.
It is your responsibility to check whether your property has a valid EPC by consulting the EPC Register.
In Scotland, a Home Report must be available to potential buyers before marketing can start.
We reserve the right to terminate this Agreement if you fail to provide a valid EPC within 28 days of us starting to market your property or, in Scotland, if you do not provide a valid Home Report within a reasonable timeframe.
If you order an EPC through Emoov, we will arrange this with our provider, who will contact you directly to schedule the survey. You must inform the provider if you are unavailable at the agreed time. If the provider is unable to access the property at the agreed time, you will be responsible for the cost of any re-visit.
Once the survey has been carried out, no refunds will be offered.
If you order a ‘DIY For Sale’ board, we will supply the board, post, and fitting equipment. You are responsible for installing and maintaining the board.
The display of ‘For Sale’ boards is subject to regulations and must comply with the following:
Before ordering a board, you must check whether any lease agreements, commonhold statements, or local council regulations restrict the display of boards. Properties in conservation areas, built-up urban areas, or listed buildings may require prior consent. If your property is in a Regulation 7 area, specific approval may be necessary.
If you are unsure, you must contact Emoov for advice before installing a board. You accept full responsibility for any fines or enforcement actions if:
You are also responsible for maintaining the board, including re-erecting it if displaced by weather or third parties. Emoov accepts no liability for any damage, loss, or theft of the board or for damage caused by the board. We reserve the right to charge a reasonable fee for a replacement if needed.
You may cancel this Agreement at any time. To be eligible for a refund, you must cancel within the 14-day cooling-off period starting from the date you entered into this Agreement.
You can withdraw your Advert at any time by selecting ‘Suspend Listing’ on your property page in the Dashboard and notifying us in writing of your intention to cancel.
If you request that services begin during the cooling-off period and later choose to cancel, Emoov reserves the right to deduct reasonable costs for services already provided. In such cases, we will refund all payments received from you, minus a reasonable amount for any Products and/or Services supplied prior to receiving your cancellation request.
Please note that once photography, floorplans, or marketing activities have commenced, a full refund may no longer be available. Additional Fees may also apply if you wish to reinstate any removed or suspended Advert, Products, or Services.
To cancel, you must notify Emoov in writing no later than 14 days after receiving confirmation of this Agreement. Cancellations made after the cooling-off period will not qualify for a full refund.
If you have selected ‘Emoov Later,’ and we introduce or enter into negotiations with the ultimate buyer of your property before you exercise your right to cancel, our services will be considered fully performed, and the full Fee will remain payable, even if cancellation occurs afterward.
Charges for Services Provided During the Cooling-Off Period
If you cancel during the cooling-off period after we have begun providing services, the following charges may apply:
We may end this Agreement and claim any compensation due to us:
We will give you 14 days’ notice of any such cancellation, unless we are required to cancel it sooner to comply with our legal or professional obligations.
We are legally required to conduct anti-money laundering checks on all individuals involved in selling, buying, or letting a property. We are also bound by other legislation aimed at preventing financial crime.
As such:
Our partner, YOTI, carries out the initial checks on our behalf, and you can complete your YOTI identity verification via your account dashboard. There is no additional charge for completing these identity checks.
Please note: anti-money laundering checks are carried out for each property, and we reserve the right to request updated checks at any time.
You warrant and undertake that you:
Emoov does not exclude liability for death, personal injury caused by negligence, fraud, or any liability which cannot be excluded under UK law.
In all other cases, Emoov’s liability is limited to the Emoov Fee paid. If you have not paid for the Services, our liability shall not exceed £1,000. Emoov is not liable for indirect losses, including loss of profit, business interruption, or damage caused by third-party actions (e.g., viewers or Purchasers).
We will not accept any responsibility for any damage or loss suffered as a result or in connection with the placing and erection of the 'For Sale' board on your Property.
We do not accept any responsibility for any loss or damage caused by a prospective Purchaser visiting the Property. You agree that it is your responsibility to ensure the safety of any prospective Purchaser visiting your Property, and we do not accept any liability in this respect.
Due to the nature of the Services, we do not guarantee that you will receive viewings requests, receive an offer or ultimately complete the sale of the Property. We will not be liable for any losses, claims, damages, costs or expenses suffered or incurred by you or any other person should the Property not sell.
You agree that you will indemnify us and/or our Associates, and keep us and/or our Associates indemnified, from and against all direct costs, expenses, damages and losses, which may be suffered or incurred by us in connection with any third-party claim made against us arising as a result of the Seller's breach of this Agreement or its legal responsibilities.
We shall be liable for any losses you incur as a result of our breach of this Agreement, except where such losses:
Nothing in this Agreement shall limit or exclude any liability that cannot be lawfully limited or excluded under English law.
Details of how we handle your personal data are outlined in our Privacy Policy. To deliver our Products and Services effectively, we may need to share certain personal information — such as your name, address, contact details, viewing availability, agreed sale price, and position to proceed — with relevant parties.
It is your responsibility to ensure that all personal information provided through your account Dashboard is accurate and kept up to date.
We aim for your sale with us to be trouble-free, but if you have any problems with our Products and Services, our complaints procedure, a copy of which can be viewed on our Website here, sets out how you can make a complaint.
We may, at our discretion, introduce you, the buyer, or any prospective buyer to ancillary services, including but not limited to mortgage services, insurance, letting services, conveyancing, property auctions, removals, surveys, and price comparison services for products and utilities. Some of these services may be provided by third-party providers independent of Emoov.
You acknowledge and agree that any decision to engage with such third-party services is made entirely at your own discretion, and there is no obligation or requirement for you to do so. We may receive a referral fee or commission from third-party providers in respect of such introductions. Full details of current referral fees are disclosed in the “Terms & Conditions” section of our Website.
We may also engage third parties to deliver certain Products and Services on our behalf. While we will use reasonable efforts to ensure such third parties deliver services to an acceptable standard, we shall not be held liable for any act or omission of any third-party provider.
We regularly update the content on our Website; however, we do not warrant that the Website will always be current, accurate, or free from errors, nor are we under any obligation to update it. We do not guarantee that the Website will deliver any particular level of performance in relation to the sale of your property.
While we shall use reasonable efforts to ensure the continuous availability of the Products and Services, access may occasionally be interrupted, suspended, or contain errors.
We will take reasonable measures to safeguard any Content you submit to us. However, we cannot guarantee that the Online Platform, Products, Services, or Website will be free from loss, corruption, viruses, ‘worms,’ ‘trojan horses,’ or other harmful elements, or protected against interference, hacking, or other security breaches. Emoov reserves the right to remove or suspend all or part of any Content at any time in accordance with these Terms.
You are strictly prohibited from sharing, transferring, or granting access to any login credentials provided to you as part of the Products or Services to any third party acting in a professional capacity, including but not limited to estate agents or letting agents.
For further details, please refer to our Terms of Use.
These Terms are governed by English law. Disputes shall be subject to the jurisdiction of the courts of England and Wales, or, if the Property is in Scotland, the Scottish courts.
We reserve the right to amend this Agreement without prior notice to you in the following circumstances:
In such cases, we will notify you of the changes within 30 days of their implementation.
For any changes that may be to your disadvantage, we will provide you with at least 60 days’ prior notice. This notice will explain the reason for the change and how it will affect you.
If you do not agree to a change that is to your disadvantage, you may terminate this Agreement. In such circumstances, we will provide a partial refund of any Fee(s) you have paid, calculated based on the Products and Services delivered to you and the duration for which they have been provided.
This Agreement is between you and us. No other party has any rights to enforce its terms, and neither party requires the consent of a third party to vary or terminate it.
A delay in enforcing any provision of this Agreement shall not prevent us from enforcing it at a later date.
If any part of this Agreement is found to be unlawful or unenforceable, the remaining provisions shall continue in full force and effect.
We are not responsible for delays caused by events outside our control. In such cases, we will notify you promptly and take reasonable steps to minimise the impact. If the delay is likely to be substantial, you may terminate the Agreement and request a refund for any Products or Services paid for in advance but not received, less any reasonable costs already incurred.
When Fees Are Payable
Under ‘Emoov Later,’ Fees become due upon Completion if:
If this Agreement has ended:
Pre-Existing Purchasers
No Fees will be due if the purchaser expressed interest in buying your property within three months prior to this Agreement, provided you notified us of their name and address before entering into this Agreement. Failure to notify us will result in Fees becoming payable.
Payment Terms
You must promptly notify us of:
You must provide the contact details of your legal representative upon instruction and inform us of any changes before Completion.
We will issue our invoice when the memorandum of sale is produced and may send it directly to your legal representative. You agree to instruct them to settle our invoice at Completion.
Where there are multiple sellers, all parties will have joint and several liability for payment, meaning we may seek full payment from any one of them.
Withdrawal Fee
If you cancel within the cooling-off period, you may be liable for costs as outlined in the ‘Right to Cancel’ section above.
Emoov is a trading name of Griffin Residential Limited. Griffin Residential Limited is a company registered in England and Wales. Company Reg No. 09362284.