Terms & Conditions

Last updated: October 2025

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These Terms form part of our overall legal notices including Privacy, Accessibility, and Disclaimer, all available via our website footer.

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Compliance Statement

The Terms & Conditions for Vacant Management are regularly reviewed and updated to comply with current UK law, including property management and sole trader regulations. Our aim is to provide clarity, fairness, and the highest level of consumer protection. If you have any questions regarding compliance, policies, or your rights as a client, please email robert@vacantmanagement.co.uk.

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1. About Us

vacantmanagement.co.uk is operated by Robert Neville as a sole trader.
Trading name: Vacant Property Management

Principal business address: Suite 86, 23 King Street, Cambridge, CB1 1AH

Contact email: robert@vacantmanagement.co.uk

Phone: 01223 398995 / 07582 853668
VAT Registration Number: We are not currently VAT registered. Should this change, our Terms and all invoices will be updated to include VAT as required by law.

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2. Definitions

• "We", "Us", or "Our": refers to Vacant Management and Robert Neville as sole trader

• "You", "Client", or "Consumer": refers to any individual or business engaging our services

• "Services": refers to all vacant property management, consultancy, inspection, and related services provided by us

• "Business Client": a person acting for purposes relating to their trade, business, craft or profession

• "Consumer": an individual acting for purposes wholly or mainly outside their trade, business, craft or profession

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3. Scope of Services

3.1 Details of management services, consultancy, inspections, bookings, and any exclusions or specific terms will be agreed and confirmed in writing before work commences.

3.2 We will carry out all Services with reasonable care and skill to the standard expected of a competent professional in our industry.

3.3 Unless expressly agreed in writing, we do not guarantee any particular outcome or result from our Services.

3.4 Where we provide information, advice, or quotations before contract formation, these become binding terms if you rely upon them when deciding to engage our services.

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4. Formation of Contract

4.1 A contract exists when you accept our written quote, proposal, or formally engage our services through our website or in writing.

4.2 By using our website or services, you accept these Terms & Conditions in full.

4.3 For website bookings: the contract is formed when we send written confirmation of acceptance, not when you submit your order.

4.4 We reserve the right to decline any quotation or booking request at our discretion before contract formation.

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5. Consumer Protections

5.1 Statutory Rights: Nothing in these Terms restricts or excludes your statutory consumer rights under UK law, including:

• Consumer Rights Act 2015

• Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

• Unfair Contract Terms Act 1977

• Digital Markets, Competition and Consumers Act 2024

5.2 Consumers may have rights to repeat performance, price reduction, unwind contracts, recover damages, or other remedies for breach of contract.

5.3 Mandatory Statutory Standards for Consumers: Under the Consumer Rights Act 2015:

• Services will be performed with reasonable care and skill

• Services will be completed within a reasonable time (if not pre-agreed)

• Prices will be reasonable (if not pre-agreed)

• Information given pre-contract that you rely upon becomes a binding term

5.4 For official consumer rights guidance, visit: www.gov.uk/consumer-protection-rights

5.5 These rights and remedies apply only to individual consumers; business clients are subject only to the remedies expressly stated in these Terms.

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6. Right to Cancel (Consumers Only)

6.1 Distance Contracts and Off-Premises Contracts: If you are a Consumer and have entered into this contract:

• Online, by telephone, email, or post (distance contract), or

• At your home, workplace, or other location away from our business premises (off-premises contract)

You have the right to cancel within 14 calendar days without giving any reason.

6.2 The cancellation period expires 14 days from the day the contract was concluded.

6.3 To exercise your right to cancel, you must inform us by clear written statement (email, letter, or online form) to:

Trading name: Vacant Property Management

Principal business address: Suite 86, 23 King Street, Cambridge, CB1 1AH

Contact email: robert@vacantmanagement.co.uk

or via our online contact form.

6.4 If services have commenced within the cancellation period at your express request, you must pay for services provided up to the point of cancellation, proportionate to the full contract price.

6.5 We will reimburse payments received within 14 days of receiving your cancellation notice.

6.6 Exceptions: The right to cancel does not apply if you have agreed to services commencing within the cancellation period and the services have been fully performed.

6.7 Business Clients: The statutory cancellation rights do not apply to Business Clients.

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7. Sole Trader Status and Liability

7.1 Vacant Management is operated as a sole proprietorship by Robert Neville, not as a limited company. You are contracting personally with the proprietor. As required by UK law, sole traders have unlimited liability for business debts and obligations.

7.2 While we maintain unlimited personal liability, our contractual liability to clients is limited as set out in Clause 8 below, to the fullest extent permitted by law.

7.3 We strongly recommend you retain records of all communications, agreements, quotations, and invoices.

7.4 Liability is personal and unlimited as a sole trader by law but limited to the extent permitted by contract for financial losses, except statutory consumer rights and mandatory exclusions.

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8. Limitation of Liability

8.1 Unlimited Liability: Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence

• Fraud or fraudulent misrepresentation

• Breach of statutory rights conferred by the Consumer Rights Act 2015

• Any other liability which cannot be excluded or limited under English law

8.2 Financial Caps (where legally permissible):

• Our total liability for any single incident is limited to £100,000 per incident

• Our aggregate liability in any 12-month period is limited to £500,000 

8.3 Exclusions: We are not liable for:

• Indirect, consequential, or economic losses

• Loss of profits, revenue, contracts, or business opportunities

• Loss or damage to property not in our direct care or control

• Losses arising from your breach of these Terms

• Losses that were not reasonably foreseeable to both parties when the contract was made

8.4 Business Clients: For Business Clients, we further exclude liability for business interruption, loss of goodwill, wasted expenditure, and data loss.

8.5 Force Majeure: We are not liable for delays, non-performance, or failures caused by events outside our reasonable control, including but not limited to: acts of God, severe weather, flooding, government restrictions, war, terrorism, civil unrest, fire, epidemic/pandemic, strikes, or failures of utilities or telecommunications networks.

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9. Insurance

9.1 We maintain public liability insurance with keyholder liability cover to protect clients against claims arising from loss of or damage to keys or property when we are acting as keyholders in the course of providing our management services.

9.2 We maintain professional indemnity insurance of £250,000 and public liability insurance of £2,000,000.

9.3 Full details of our insurance coverage, including policy limits and exclusions, are available upon written request. We will supply insurance policy details within 5 working days of receipt of your written request.

9.4 In the event of any claim, our insurance provisions do not override the liability limitations set out in Clause 8 where these are lower.

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10. Responsibilities of the Client

10.1 You must provide accurate, complete, and timely information to enable us to perform our Services.

10.2 You must notify us immediately of any special requirements, access issues, safety hazards, or material changes before work commences.

10.3 You must follow all instructions, recommendations, and safety guidance we provide.

10.4 You must provide legal authority, keys, access codes, and permissions necessary for us to access and manage properties.

10.5 You must maintain appropriate buildings insurance and comply with all legal requirements relating to properties under our management.

10.6 Where you fail to provide necessary information or access, we are not liable for resulting delays or inability to perform Services.

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11. Payments, Deposits & Fees

11.1 Full payment terms, deposit requirements, and fee schedules will be provided in your service agreement or quotation.

11.2 Payment is due within 14 days of invoice date unless otherwise agreed in writing.

11.3 We reserve the right to charge interest on overdue amounts at 8% above Bank of England base rate per annum from the due date until payment.

11.4 Deposits are non-refundable once Services have commenced, except where you exercise statutory cancellation rights under Clause 6.

11.5 We may suspend Services if payment is more than 14 days overdue.

11.6 You remain liable for all fees relating to Services performed, even if the contract is later cancelled or terminated.

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12. Performance and Timing

12.1 Where we provide a completion date or timeframe, we will use reasonable endeavours to meet it.

12.2 If no timeframe is specified, Services will be completed within a reasonable time.

12.3 Time is not of the essence unless expressly agreed in writing.

12.4 We are not liable for delays caused by your failure to provide information, access, or instructions, or for delays beyond our reasonable control.

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13. Complaints and Dispute Resolution

13.1 We are committed to providing excellent service. If you have a complaint, please contact us at: robert@vacantmanagement.co.uk.

13.2 We will acknowledge complaints within 5 working days and aim to resolve them within 28 days.

13.3 We will respond to complaints as quickly as possible and make our best efforts to resolve them in accordance with the Provision of Services Regulations 2009.

13.4 If we cannot resolve your complaint internally, we will provide details of an accredited Alternative Dispute Resolution (ADR) scheme and confirm whether we agree to participate.

13.5 We generally support ADR unless the claim is manifestly unfounded or outside the scope of the service.

13.6 Consumers may also access the Online Dispute Resolution platform at: https://ec.europa.eu/consumers/odr

13.7 Nothing in this clause affects your statutory right to take legal action.

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14. Remedies for Service Failure (Consumers)

14.1 If we fail to perform Services with reasonable care and skill, or breach information we have given, Consumers are entitled to:

a) Repeat Performance: You may require us to repeat or complete the Service properly at no additional cost, within a reasonable time, without significant inconvenience.

b) Price Reduction: Where repeat performance is impossible, impractical, or cannot be done within reasonable time, you may claim a price reduction of up to 100% of the price, depending on the seriousness of the breach.

14.2 These statutory remedies do not affect your right to claim damages for losses arising from our breach.

14.3 Business Clients are limited to remedies expressly provided in the contract and these Terms.

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15. Termination

15.1 Either party may terminate the contract by giving 30 days written notice.

15.2 We may terminate immediately if:

• You fail to pay undisputed invoices within 13 days of due date

• You breach these Terms and fail to remedy within 7 days of written notice

• You become insolvent, enter administration, or cease trading

15.3 You may terminate immediately if we commit a material breach and fail to remedy within 14 days of written notice.

15.4 Upon termination, you must immediately pay all outstanding fees for Services provided up to the termination date.

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16. Data Protection & Privacy

16.1 We comply with the UK Data Protection Act 2018 and UK General Data Protection Regulation (UK GDPR).

16.2 Our full Privacy Policy explains how we collect, use, store, and protect your personal data.

16.3 We will process personal data only as necessary to provide Services, comply with legal obligations, and for legitimate business interests.

16.4 You have rights to access, rectify, erase, restrict processing, object to processing, and data portability. Contact robert@vacantmanagement.co.uk to exercise these rights.

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17. Intellectual Property

17.1 All materials, reports, documents, photographs, videos, and content created by us remain our intellectual property unless explicitly transferred to you in writing.

17.2 Upon full payment, you receive a non-exclusive, non-transferable licence to use materials for your internal business purposes only.

17.3 You may not reproduce, distribute, modify, sell, or publicly display our materials without prior written permission.

17.4 We retain the right to use anonymised project data and generic materials for marketing, training, and promotional purposes.

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18. Confidentiality

18.1 Both parties will keep confidential all non-public information disclosed during the contract.

18.2 Confidential information may be disclosed where required by law, court order, or regulatory authority.

18.3 This obligation survives termination of the contract.

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19. Governing Law and Jurisdiction

19.1 These Terms are governed by the laws of England and Wales.

19.2 The courts of England and Wales have exclusive jurisdiction for any disputes, except:

• Consumers in Scotland or Northern Ireland may bring proceedings in their local courts

• We may bring debt recovery proceedings in the courts where you reside or operate

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20. Entire Agreement

20.1 These Terms, together with any written quotation, service agreement, or order confirmation, constitute the entire agreement between the parties.

20.2 These Terms supersede all prior agreements, representations, or understandings (whether written or oral).

20.3 Any variation must be agreed in writing and signed by both parties.

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21. Assignment

21.1 We may assign, transfer, or subcontract our rights and obligations under these Terms with prior written notice to you.

21.2 You may not assign or transfer your rights or obligations without our prior written consent.

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22. Third Party Rights

22.1 No third party has any right to enforce any term of this contract under the Contracts (Rights of Third Parties) Act 1999.

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23. Notices

23.1 All notices must be in writing and sent to the address or email provided by the receiving party.

23.2 Notices are deemed received:

• If delivered by hand: on delivery

• If sent by first class post: 2 business days after posting

• If sent by email: on the business day of transmission (if sent before 5pm), or the next business day (if sent after 5pm)

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24. Changes to Terms

24.1 We may update these Terms at any time by posting changes on our website at https://vacantmanagement.co.uk/terms-and-conditions

24.2 Changes take effect 30 days after posting for existing contracts.

24.3 Continued use of our Services after changes take effect constitutes acceptance.

24.4 Changes will not affect contracts already concluded unless required by law.

24.5 We will notify you of material changes by email where we hold your contact details.

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25. Severability

25.1 If any provision is deemed illegal, invalid, or unenforceable by a court, it shall be severed and the remaining provisions will continue in full force.

25.2 The severed provision shall be replaced with a valid provision that achieves, as far as possible, the same commercial effect.

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26. Waiver

26.1 Our failure to enforce any provision does not constitute a waiver of that provision or any other provision.

26.2 All waivers must be in writing to be effective.