Terms and Conditions

Effective date: 21 June 2026

These Terms and Conditions apply to the website operated by VeraHold Ltd and to any VeraHold services, reports, tools, dashboards, document reviews, benchmarking outputs, subscriptions, consultations or related materials made available through our website or by direct engagement.

Please read these Terms carefully before using our website or purchasing any service. By accessing our website, submitting information to us, uploading documents, creating an account, requesting a report, purchasing a service, or otherwise using VeraHold, you agree to these Terms.

If you do not agree to these Terms, you must not use our website or services.

1. Who we are

VeraHold is an independent property intelligence, service charge analysis and managing-agent accountability platform for leaseholders, resident directors, Right to Manage companies, Residents’ Management Companies and other residential block stakeholders.

Our aim is to help users understand service charge information, identify possible cost anomalies, benchmark recurring building costs, organise relevant documents, assess managing-agent performance, and prepare evidence-based questions or next steps.

References in these Terms to “VeraHold”, “we”, “us” or “our” mean VeraHold Ltd. References to “you” or “your” mean the person, company, association, RMC, RTM company, director, leaseholder, freeholder representative, managing agent, adviser or other organisation using our website or services.

2. What VeraHold provides

VeraHold may provide some or all of the following services:

• service charge budget, account, invoice and supporting document reviews;
• building cost benchmarking and cost-reasonableness analysis;
• managing-agent performance reviews and scorecards;
• leaseholder, RMC or RTM director evidence packs;
• document checklists and document organisation support;
• questions to raise with managing agents, freeholders, suppliers or advisers;
• comparison of managing-agent or supplier options;
• retender-readiness support;
• renewal, deadline and contract monitoring;
• general educational content about leasehold block costs, governance and service charge issues;
• software tools, dashboards or other digital features made available from time to time.

The exact service you purchase or use will be described on the relevant webpage, proposal, invoice, order form, engagement summary, subscription page or written communication from us.

3. What VeraHold does not provide

VeraHold is an analytical and information-support platform. Unless expressly agreed in writing, we do not provide:

• legal advice;
• reserved legal activities;
• regulated financial advice;
• insurance advice;
• tax advice;
• accounting advice;
• surveying advice;
• building safety advice;
• fire safety advice;
• structural engineering advice;
• property management services;
• managing-agent services;
• estate agency services;
• litigation, tribunal or dispute representation;
• a guarantee that service charges are legally recoverable or unrecoverable;
• a guarantee that any managing agent, freeholder, landlord, supplier, tribunal, court, insurer, lender or other third party will accept our findings.

Our reports and outputs are designed to support your understanding, decision-making and preparation. They are not a substitute for advice from a qualified solicitor, barrister, accountant, surveyor, fire safety professional, building safety specialist, insurance broker, managing agent or other regulated professional where such advice is required.

You remain responsible for deciding whether to act on any VeraHold output and for obtaining appropriate professional advice before taking legal, financial, contractual, governance or dispute-related action.

4. No solicitor-client relationship

Using VeraHold does not create a solicitor-client relationship, barrister-client relationship, fiduciary relationship, agency relationship, joint venture, partnership or employment relationship between you and VeraHold.

Documents, messages, reports and communications shared with VeraHold are not protected by legal professional privilege merely because they have been shared with us. If you need privileged legal advice, you should consult a qualified legal professional.

5. Eligibility and authority to use our services

By using VeraHold, you confirm that:

• you are at least 18 years old;
• you have legal capacity to enter into these Terms;
• any information you provide to us is accurate, complete and not misleading;
• you have the right and authority to upload, share or submit any documents, data, correspondence or other materials you provide to us;
• your use of VeraHold will not breach any lease, contract, confidentiality obligation, court order, statutory restriction, data protection obligation or third-party right;
• where you act on behalf of an RMC, RTM company, residents’ association, company, partnership or other organisation, you have authority to bind that organisation or to share information on its behalf.

If you are not authorised to share a document or instruction with us, you must not upload or submit it.

6. Your responsibility for documents and information

VeraHold’s analysis depends on the documents and information provided to us. You are responsible for ensuring that the documents and information you provide are accurate, complete, current and lawfully obtained.

We may rely on the documents, figures, descriptions, explanations and assumptions you provide. We are not responsible for errors, omissions, outdated conclusions or incomplete analysis caused by missing, inaccurate, unclear, misleading, corrupted, incomplete or selectively provided information.

You must not upload or submit:

• documents you have no right to share;
• unlawfully obtained documents;
• documents subject to restrictions that prohibit disclosure to us;
• malicious files, viruses or harmful code;
• special category personal data unless strictly necessary and expressly requested;
• excessive personal data about residents, employees, suppliers or other individuals;
• defamatory, abusive, threatening, discriminatory or unlawful material.

Where possible, you should remove or redact unnecessary personal data before uploading documents to us.

7. Confidentiality

We will take reasonable steps to treat documents and information you provide to us as confidential, except where disclosure is necessary:

• to provide the services;
• to operate, maintain, secure or improve our systems;
• to use professional advisers, contractors, software providers, hosting providers, payment processors or other service providers;
• to comply with law, regulation, court order, regulator request or other legal obligation;
• to prevent fraud, misuse, unlawful activity or harm;
• to enforce these Terms or protect VeraHold’s rights.

We may use aggregated, anonymised or de-identified information derived from documents or user activity to build benchmarking data, improve our services, train internal processes, develop products, produce market insights and create statistical outputs, provided that such information does not identify you, your building, individual residents or confidential commercial details in a reasonably identifiable way.

8. Data protection and privacy

Our handling of personal data is governed by our Privacy Notice, which should be read alongside these Terms.

Our Privacy Notice explains what personal data we collect, why we collect it, the lawful bases we rely on, how long we keep it, when we share it, and what rights individuals may have.

You must ensure that any personal data you provide to us has been collected and shared lawfully. If you provide personal data about other people, you are responsible for ensuring that you have a lawful basis to do so and that any required transparency information has been provided to them.

Where required, we may enter into a separate data processing agreement or data sharing agreement with you.

9. Cookies and website tracking

Our website may use cookies or similar technologies. Essential cookies may be used to operate the website, maintain security and provide services requested by you. Non-essential analytics, marketing or tracking cookies will be handled in accordance with our Cookie Policy and applicable consent requirements.

You should read our Cookie Policy before using our website.

10. AI-assisted and technology-assisted analysis

VeraHold may use software, automation, artificial intelligence, document extraction tools, benchmarking models, data analysis tools and human review to provide its services.

AI-assisted outputs may be used to classify documents, extract figures, identify patterns, detect anomalies, generate summaries, draft report sections or compare information against benchmarks. These tools can make mistakes. They may misread documents, fail to identify relevant context, miss important information or produce inaccurate outputs.

We aim to apply reasonable care and skill when preparing paid reports, but our services are not exhaustive audits unless expressly agreed in writing. You should not treat any AI-assisted output, automated output or report as a definitive legal, accounting, surveying, insurance or building safety conclusion.

11. Reports, benchmarks and outputs

Any report, benchmark, dashboard, scorecard, analysis, checklist or recommendation produced by VeraHold is based on:

• the documents and information available to us at the time;
• the scope of the service purchased;
• the assumptions stated in the report or engagement summary;
• the limitations stated in these Terms and in the relevant output.

Benchmarks are indicative. They may be based on available market data, comparable documents, third-party information, live quotes, historical data, anonymised user data, public information, internal datasets, professional judgement or a combination of these sources.

Benchmarking does not prove that a charge is unlawful, unreasonable, excessive, recoverable or unrecoverable. It indicates whether a cost or pattern may deserve further attention.

Our outputs may identify potential issues, anomalies or questions. They do not guarantee that any issue is legally valid, financially recoverable, commercially material or capable of successful challenge.

12. No guarantee of savings, recovery or outcome

VeraHold does not guarantee that use of our services will result in:

• reduced service charges;
• refunds;
• compensation;
• supplier changes;
• managing-agent changes;
• tribunal success;
• court success;
• insurance savings;
• improved building management;
• resident agreement;
• freeholder, landlord, managing-agent or supplier cooperation;
• any specific commercial, legal, financial or operational result.

Any examples, case studies, projections, estimates, savings figures or outcomes shown on our website or in our materials are illustrative only unless expressly stated otherwise.

13. Third-party information and third-party providers

Our services may refer to, rely on, compare or link to third-party information, suppliers, managing agents, insurers, brokers, advisers, public datasets, market data, legislation, guidance, websites or tools.

We do not control third-party information and cannot guarantee that it is accurate, complete, current or suitable for your circumstances.

Where we introduce, shortlist, mention or compare a third-party provider, this does not automatically mean that we endorse, guarantee or accept responsibility for that provider. You are responsible for carrying out your own due diligence and entering into any third-party contract at your own risk.

We are not responsible for the acts, omissions, advice, pricing, availability, conduct, negligence, insolvency, performance or non-performance of any third party.

If we receive referral fees, commissions, sponsorship payments, advertising revenue or other commercial benefits from any third party, we will disclose this where legally required and where relevant to the service being provided.

14. Independence and conflicts of interest

VeraHold aims to operate as an independent analytical platform.

We may generate revenue from user fees, subscriptions, reports, professional services, supplier participation, referral arrangements, advertising, sponsorship, data products or other commercial models. We will seek to ensure that commercial relationships do not improperly influence our analytical outputs.

Where a conflict of interest is material to a service we provide, we will take reasonable steps to disclose it.

15. Website content

The content on our website is provided for general information only. It may not reflect the most recent legal, regulatory, market, property, insurance, service charge or building safety developments.

We may update, amend, remove or replace website content at any time without notice.

You should not rely on website content as professional advice. Before acting on any website content, you should obtain advice appropriate to your circumstances.

16. Orders, fees and payment

Fees for VeraHold services will be shown on the relevant webpage, order form, proposal, invoice, subscription page or written communication.

Unless otherwise stated:

• fees are payable in advance;
• fees are stated in pounds sterling;
• VAT will be added where applicable;
• payment must be made through the payment methods we make available;
• we may use third-party payment processors;
• you are responsible for ensuring that payment details are accurate and authorised.

When a customer submits a request, case, document review or service enquiry through the VeraHold website or customer account panel, that submission does not automatically mean that VeraHold has accepted the case or agreed to provide the requested service.

At the time of submitting a request, the customer may be required to provide valid payment method details through Stripe, our third-party payment processor. VeraHold does not store full payment card details on its own systems. By submitting a request and providing payment method details, the customer authorises VeraHold and Stripe to store and use that payment method for the purpose of charging the applicable fee if, and only if, VeraHold accepts the case in accordance with this clause.

A case will be treated as accepted by VeraHold only when its status changes to “On Review” in the customer’s personal account panel. The status “On Review” means that VeraHold has accepted the case for review and that the applicable fee becomes payable. VeraHold may then charge the payment method provided by the customer through Stripe for the relevant service fee displayed or agreed at the time of submission.

If VeraHold does not accept the case, the customer’s personal account panel will show the case status as “Not Accepted” or equivalent wording. In that situation, VeraHold will not charge the customer for that case.

VeraHold reserves the right to reject or not accept any case at its discretion, including where the documents or information provided are insufficient, outside VeraHold’s service scope, unsuitable for review, potentially unlawful, inappropriate, incomplete, or otherwise not capable of being reviewed by VeraHold.

The customer is responsible for ensuring that the payment method provided is valid and that they are authorised to use it. If a payment fails after a case has been accepted, VeraHold may suspend, delay or cancel the relevant service until payment has been successfully completed.

17. Subscriptions and recurring payments

Where we offer subscriptions, the subscription terms will be stated at checkout or in the relevant order form.

Unless otherwise stated, subscriptions renew automatically at the end of each billing period until cancelled.

You are responsible for cancelling a subscription before the next renewal date if you do not want it to renew. Cancellation will normally take effect at the end of the current paid billing period unless we state otherwise.

We may change subscription fees by giving reasonable notice. If you do not accept the changed fee, you may cancel before the new fee applies.

18. Consumer cancellation rights

This section applies where you are a consumer purchasing services from us online, by telephone, by email or otherwise at a distance.

You may have a legal right to cancel your contract within 14 days without giving a reason. The cancellation period normally starts on the day after the contract is made.

To cancel, you must inform us clearly by email or by using the model cancellation form at the end of these Terms.

If you ask us to start providing services during the 14-day cancellation period, you agree that we may begin work before the cancellation period has expired. If you then cancel during the cancellation period, you may be required to pay for the proportion of services already provided up to the time you cancel.

If we complete the service in full during the cancellation period at your express request, and you acknowledged before work began that you would lose your cancellation right once the service was fully performed, you may lose the right to cancel once the service is complete.

Where a refund is due, we will process it using the original payment method unless agreed otherwise.

This section does not affect any statutory rights you may have.

19. Business customers

If you use VeraHold on behalf of a company, RMC, RTM company, residents’ association, managing agent, freeholder, landlord, professional adviser or other organisation, you confirm that you have authority to bind that organisation.

Business customers are responsible for ensuring that VeraHold’s services are suitable for their purposes. Business customers acknowledge that our services are provided subject to the limitations stated in these Terms and in any relevant order form, proposal or engagement summary.

20. User conduct

You must not:

• misuse our website, platform, tools or services;
• attempt to gain unauthorised access to our systems;
• interfere with website security or performance;
• upload harmful code, malware, spyware or corrupted files;
• scrape, copy, reproduce or extract data from our website without permission;
• use our services for unlawful, fraudulent, defamatory, abusive or harmful purposes;
• misrepresent VeraHold’s outputs;
• present our reports as legal advice or professional advice where they are not;
• remove disclaimers, limitations or context from our reports;
• use our website or services to harass, threaten or unlawfully pressure any person or organisation.

We may suspend or terminate access if we reasonably believe you have breached these Terms.

21. Intellectual property

All intellectual property rights in our website, branding, software, methods, templates, report formats, analytical models, benchmarking structures, scoring methods, databases, dashboards, written content, visual content and other materials belong to VeraHold or our licensors.

You must not copy, reproduce, modify, distribute, sell, resell, licence, reverse engineer, scrape, train competing systems on, or commercially exploit any VeraHold material without our prior written permission.

Subject to your compliance with these Terms and payment of all applicable fees, we grant you a limited, revocable, non-exclusive, non-transferable licence to use the reports or outputs we provide to you for your own internal, personal, building, RMC, RTM, leaseholder or governance purposes.

You must not publish, circulate or rely on a VeraHold report outside its intended context without preserving the report in full, including assumptions, caveats, limitations and disclaimers.

22. Your licence to us

You retain ownership of documents and information you provide to us.

By uploading, submitting or sending documents, data or other materials to VeraHold, you grant us a licence to use, store, copy, process, analyse, extract, summarise, transform and otherwise handle those materials as reasonably necessary to:

• provide the services;
• communicate with you;
• produce reports and outputs;
• maintain records;
• comply with legal obligations;
• protect our rights;
• improve, secure and develop our services;
• create anonymised or aggregated benchmarking, statistical or analytical datasets.

This licence continues for as long as necessary for those purposes.

23. Publication and sharing of VeraHold outputs

Unless we agree otherwise in writing, reports and outputs are prepared for the person or organisation that ordered them.

You may share a report with relevant stakeholders such as fellow leaseholders, RMC directors, RTM directors, managing agents, freeholders, landlords, professional advisers, insurers or suppliers where this is lawful and appropriate. However, you must not alter the report in a misleading way or remove important limitations, assumptions or disclaimers.

We are not responsible for how a report is used, interpreted, edited, circulated or relied on after it has been delivered to you.

24. Availability of the website and services

We aim to keep our website and services available, but we do not guarantee uninterrupted, error-free or secure access.

We may suspend, restrict, update, modify or withdraw any part of the website or services for maintenance, security, legal, commercial or operational reasons.

We are not liable for loss or damage caused by website downtime, platform changes, data transmission issues, third-party service failures, internet failures, hosting failures, payment processor failures or events outside our reasonable control.

25. Security

We take reasonable steps to protect our systems and the information we process. However, no website, email system, upload portal, cloud service or digital platform can be guaranteed to be completely secure.

You are responsible for keeping your login details secure, using strong passwords, restricting access to your account and notifying us promptly if you suspect unauthorised access.

26. Limitation of liability

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability that cannot be excluded or limited by law.

Subject to the paragraph above, VeraHold will not be liable for:

• indirect or consequential loss;
• loss of profit;
• loss of revenue;
• loss of business;
• loss of anticipated savings;
• loss of goodwill;
• loss of opportunity;
• loss of data where you have failed to keep appropriate backups;
• legal, tribunal, professional or expert costs incurred without our prior written agreement;
• losses caused by inaccurate, incomplete, outdated or misleading information supplied to us;
• losses caused by your decision to act, or not act, on a report or output without obtaining appropriate professional advice;
• losses caused by third parties, including managing agents, freeholders, landlords, suppliers, insurers, brokers, advisers, residents, courts, tribunals or public bodies;
• losses caused by events outside our reasonable control.

Subject to the first paragraph of this section, our total liability to you arising out of or in connection with any paid service will be limited to the greater of:

• the total fees paid by you to VeraHold for the specific service giving rise to the claim; or
• £100.

For subscriptions, our total liability will be limited to the fees paid by you to VeraHold in the three months immediately preceding the event giving rise to the claim.

These limits apply whether the claim arises in contract, tort, negligence, breach of statutory duty, misrepresentation, restitution or otherwise.

27. Consumer rights

If you are a consumer, you may have statutory rights that cannot be excluded or limited. Nothing in these Terms affects those rights.

Where the law requires services to be provided with reasonable care and skill, within a reasonable time, or in accordance with information we have provided, those rights continue to apply.

28. Professional review before action

Before taking any formal step based on a VeraHold report or output, including withholding payment, commencing tribunal proceedings, making allegations of misconduct, terminating a contract, appointing a supplier, changing managing agent, filing a complaint or making a legal claim, you should seek appropriate professional advice.

VeraHold is not responsible for losses arising from premature, unsupported, unlawful, defamatory, unreasonable or improperly advised action taken by you or any third party.

29. Complaints

If you are unhappy with our service, please contact us at:

Email: support@verahold.co.uk

Please include your name, contact details, order reference, building reference if applicable, and a clear description of the issue.

We will aim to respond within a reasonable period. Submitting a complaint does not suspend your payment obligations unless we agree otherwise in writing.

30. Refunds

Submitting a request, case, document review or service enquiry through VeraHold’s website or customer account panel does not automatically create an obligation to pay the service fee.

Where you are required to provide payment method details through Stripe at the time of submitting a request, those details are provided for the purpose of enabling VeraHold to charge the applicable fee only if the case is accepted.

A case is accepted only when its status changes to “On Review” in your personal account panel. If the case is marked “Not Accepted”, or equivalent wording, VeraHold will not charge you for that case.

If any temporary card authorisation, pending payment or payment hold appears through Stripe before acceptance, this does not mean that VeraHold has accepted the case. Where a case is not accepted, VeraHold will not capture or complete the relevant charge, and any temporary authorisation will be released in accordance with Stripe’s and your payment provider’s normal processing times.

Once a case status changes to “On Review”, VeraHold has accepted the case for review and the applicable fee becomes payable. VeraHold may then charge the payment method provided through Stripe for the service fee displayed, quoted or agreed at the time of submission.

You may withdraw or cancel a request before it is accepted by VeraHold. If the case has not yet changed to “On Review”, no service fee will be charged for that case.

If you are a consumer under applicable UK consumer law, you may have a legal right to cancel a distance contract within 14 days without giving a reason. For VeraHold’s case-review services, the contract is formed when VeraHold accepts the case and the case status changes to “On Review”, unless otherwise stated at the time of purchase.

VeraHold may ask you to confirm that you want VeraHold to begin work before the end of any applicable 14-day cancellation period. If you expressly ask VeraHold to begin work during the cancellation period and later cancel after work has started, VeraHold may deduct or retain a reasonable amount for the work already performed, to the extent permitted by law.

If the service has been fully performed, or the report, review, summary, evidence pack or other output has already been completed or delivered, you may lose the right to cancel or may not be entitled to a refund, to the extent permitted by law and provided the required consent and acknowledgements have been obtained.

Refund availability depends on the service purchased, the stage of work completed, whether VeraHold has accepted the case, your legal cancellation rights, and any specific refund terms stated at the time of purchase.

Unless required by law or agreed in writing, VeraHold does not provide refunds where:

• the case was accepted and work has already been completed;
• a report, review, summary, evidence pack or other output has already been delivered;
• you failed to provide necessary documents or information;
• you provided incomplete, inaccurate or misleading information;
• you changed your mind after the applicable cancellation period expired;
• you expressly requested VeraHold to begin work during the cancellation period and VeraHold has already performed part or all of the service;
• you disagree with VeraHold’s findings, conclusions or observations, provided the service was supplied with reasonable care and skill;
• a third party, including a managing agent, landlord, freeholder, tribunal, adviser, resident, director or other person, does not accept, act on or agree with VeraHold’s output;
• you expected a particular outcome, saving, settlement, response or result that VeraHold did not guarantee.

If VeraHold fails to provide a service with reasonable care and skill, you may be entitled to a repeat performance, correction, partial refund or other remedy required by law. Where appropriate, VeraHold may first seek to correct, revise or repeat the relevant part of the service before issuing any refund.

If a payment fails after a case has been accepted and moved to “On Review”, VeraHold may suspend, delay or cancel the service until payment has been successfully completed.

To request a cancellation or refund, contact VeraHold at support@verahold.co.uk and provide the relevant account email, case reference and reason for the request. VeraHold will review refund requests in accordance with these Terms, the stage of work completed and applicable law. We guarantee that extreme care will be applied to scrutinise all refund requests.

Nothing in these Terms limits or excludes any cancellation, refund or consumer rights that cannot lawfully be limited or excluded.

31. Changes to these Terms

We may update these Terms from time to time. The updated version will be posted on our website with a new effective date.

The Terms in force at the time you purchase a service will normally apply to that purchase, unless a change is required by law or is expressly agreed with you.

Continued use of our website or services after updated Terms are posted means you accept the updated Terms.

32. Suspension and termination

We may suspend or terminate your access to our website, account or services if:

• you breach these Terms;
• you fail to pay fees when due;
• you provide false, misleading or unlawful information;
• you misuse our website, reports or systems;
• we reasonably suspect fraud, abuse, unlawful activity or security risk;
• continuing to provide services would create legal, regulatory, reputational, operational or commercial risk for us.

Termination does not affect rights, obligations or liabilities that have already arisen.

33. Force majeure

We are not responsible for delay or failure to perform caused by events outside our reasonable control, including internet failures, cyber incidents, hosting failures, power outages, strikes, illness, supply chain issues, natural disasters, war, terrorism, civil unrest, government action, changes in law, third-party service failures or payment processor failures.

34. Assignment

You may not assign, transfer or subcontract your rights or obligations under these Terms without our prior written consent.

We may assign, transfer or subcontract our rights or obligations where reasonably necessary for business operations, restructuring, sale, financing, legal compliance or service delivery, provided this does not materially reduce your rights under these Terms.

35. Severability

If any part of these Terms is found to be unlawful, invalid or unenforceable, the remaining parts will continue in force.

The unlawful, invalid or unenforceable part will be treated as modified to the minimum extent necessary to make it lawful, valid and enforceable, where legally possible.

36. Entire agreement

These Terms, together with any applicable order form, proposal, invoice, engagement summary, Privacy Notice, Cookie Policy and service-specific terms, form the agreement between you and VeraHold.

If there is a conflict between these Terms and a signed written agreement between you and VeraHold, the signed written agreement will take priority for the relevant service.

37. Governing law and jurisdiction

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

The courts of England and Wales will have jurisdiction over disputes arising out of or in connection with these Terms, except where consumer protection law gives you the right to bring proceedings in another UK jurisdiction.