Terms of Service

These terms are an agreement between RentalComply ("RentalComply", "we", "us" or "our") and you, the person using rental-comply.co.uk and its services (the "Website"). They explain how you can use the Website and what happens when you book a service through it.

By creating an account or making a booking, you agree to these terms. If you do not agree, please do not use the Website.

rental-comply.co.uk is operated by RentalComply, whose registered office is at 124 City Road, London, EC1V 2NX. You can contact us at info@rental-comply.co.uk.

RentalComply is an online marketplace. We connect landlords and property owners with independent engineers and tradespeople ("Engineers") who carry out services such as EPCs, EICRs, Gas Safety Certificates, PAT testing, smoke and carbon monoxide alarm checks, legionella risk assessments, fire risk assessments and plumbing.

We are not the provider of those services. When you book, your contract for the work itself is with the Engineer you choose. We provide the Website, take payment on the Engineer's behalf and help if something goes wrong.

We act only as an intermediary. We do not employ Engineers or anyone who works for them, we do not direct or supervise how the work is carried out, and we are not a party to the contract between you and the Engineer.

You need an account to make a booking. You must give accurate information and keep it up to date, keep your sign-in details secure, and tell us straight away if you think someone else has used your account.

You are responsible for activity on your account. We may suspend or close an account if it has been used to break these terms, to give false information, or in a way that could harm other users or our reputation. If we close your account for these reasons, you may not register again.

• The price shown when you book is the total you pay. It includes our fee and there are no extra booking or card fees.
• You pay by debit or credit card at checkout. Payments are processed by Stripe, and we never see or store your full card details.
• Your booking is confirmed once payment has gone through. Your time slot is held for 30 minutes while you complete checkout.
• We may refuse or cancel a booking, for example if we suspect fraud or a pricing error. If we do, we refund you in full.

• You can reschedule free of charge from your dashboard up to 24 hours before your appointment.
• You can cancel from your dashboard up to 24 hours before your appointment. You will receive a full refund, including our fee, to the card you paid with. Refunds usually reach your account within 5–10 working days.
• For changes or cancellations less than 24 hours before your appointment, please email info@rental-comply.co.uk and we will help.
• On the day of your appointment, the Engineer can let you know by email when they are on their way. Please make sure someone is at the property to let them in.
• If you are not at the property, or the Engineer cannot get access, when they arrive at the booked time, you will not receive a refund. To get a refund you must cancel at least 24 hours before your appointment.
• Before reporting that nobody was in, the Engineer must wait at least 15 minutes, knock or ring the doorbell, and try to contact you by phone, text or message. They must then send us a report through Rental Comply with their arrival time, how long they waited, how they tried to reach you, and photos of the property taken at the visit. We also record their device location when they send it, and whether they sent you an "on my way" email or messages. We will email you when a report is made. If you think it is wrong, email info@rental-comply.co.uk within 48 hours and we will review the evidence.
• If an Engineer cancels or does not attend, we will help you rebook or refund you in full.
• You are paying for the inspection or assessment, not for a particular result. If your property does not pass, for example an unsatisfactory EICR or a gas safety check that finds defects, the booking is complete and is not refunded. Any remedial work is separate and is not included in the price of the inspection.
• If you are unhappy with the work carried out, please follow our Complaints Procedure. We will look into it with the Engineer and, where appropriate, arrange a further visit or a full or partial refund.

• If an inspection finds problems, the Engineer may send you a quote for the remedial work through the Website. The quote is from the Engineer's business, not from us.
• If you accept a quote, your contract for the remedial work is directly with that Engineer. You arrange the date and pay them directly. We do not take payment or charge any fee for remedial work, and we are not a party to that contract.
• Remedial work arranged this way is not a booking on the Website. Our booking, cancellation and refund terms and our Complaints Procedure do not apply to it, and we cannot refund payments you make to the Engineer. Any claim about the remedial work, including damage to property, should be made against the Engineer and their insurers.
• You do not have to accept a quote. You can use any suitably qualified contractor. Quotes are valid for the period shown on them.
• You can upload the completion certificate for the remedial work to your booking so it is kept with your report. We do not check that remedial work has been carried out correctly.

If you are a consumer, you have legal rights in relation to services that are not carried out with reasonable care and skill or as described. Nothing in these terms affects those rights. Advice about your rights is available from Citizens Advice at citizensadvice.org.uk.

Before an Engineer can take bookings, we check their identity, the accreditation needed for each service they offer, a DBS check and their public liability insurance. Each Engineer remains responsible for the work they carry out, including its quality, safety and the certificates they issue.

Some Engineers are businesses that send their own self-employed subcontractors or staff to carry out the work. Where this happens, the person who attends must personally hold the accreditation for that service (for example Gas Safe registration or membership of an electrical competent person scheme) and must have been added to the Engineer's account and checked by us before attending. The Engineer business you book remains fully responsible to you for everyone it sends, as if it had done the work itself.

Our checks are made against the documents provided to us at the time and are not a guarantee of an Engineer's or subcontractor's competence, conduct or the quality of their work. You can check an individual's registration directly, for example on the Gas Safe Register website.

You agree to give the Engineer safe and reasonable access to the property at the booked time, and to tell them about anything they need to know to do the job safely.

You own the information and content you add to the Website, such as messages and reviews. You give us permission to store, use and display it as needed to run the Website and provide our services. Reviews may be shown publicly on Engineer profiles.

Reviews must be honest and about your own booking. We may remove content that is false, offensive, unlawful or breaks these terms.

We are responsible for running the Website with reasonable care and skill. Because Engineers are independent, we are not responsible for the work they or their subcontractors carry out, the certificates they issue, or any loss or damage they cause, but we will help you resolve any problem with a booking.

Any claim about the work itself, including damage to property, should be made against the Engineer business you booked and its insurers.

We are not liable for losses that were not reasonably foreseeable, or for business losses. Our total liability to you in connection with a booking is limited to the amount you paid for that booking.

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

We may update these terms from time to time, for example to reflect changes to our services or the law. The date at the top of this page shows when they were last changed. The terms in force when you make a booking apply to that booking.

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in your local courts.

If you have any questions about these terms, please email info@rental-comply.co.uk.