Our Terms

1. These terms

1.1. What these terms cover.

These are the terms and conditions on which we supply our Services to you.

1.2. Why you should read them.

Please read these terms carefully before you submit your Instruction to us. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. We recommend that you print a copy of these terms for future reference.

1.3. Definitions

These words and phrases are regularly used in these terms.

Administration Charges
£245 (inclusive of VAT).
conveyancer or solicitor introduced to you by us to carry out the conveyancing services.
your instruction to us via the Site to market your property in accordance with these Terms.
Client Portal
the client portal which is part of the Site whereby you upload the Instruction.
Optional Extras
the additional services which are detailed at www.igomove.co.uk including an Energy performance Certificate, professional floor plan.
your property which you wish to market.
our website www.igomove.co.uk and Site shall include the Client Portal where appropriate.
products and/or services offered by us as detailed on the Site (including where appropriate the Optional Extras).
these terms and conditions.

3. Information about us and how to contact us

3.1. Who we are.

We are igomove Limited a company registered in England and Wales. Our company registration number is 11436232 and our registered office is at Tranquility House, Harbour Walk, Hartlepool, TS24 0UX.

3.2. How to contact us.

You can contact us by telephoning our customer service team at 0330 058 4273 or by writing to us at Tranquility House, Harbour Walk, Hartlepool, TS24 0UX. We always try and respond to any correspondence promptly but it is most helpful for our team if initial queries or concerns can be raised by email if possible.

3.3. How we may contact you.

If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your Instruction.

3.4. "Writing" includes emails.

When we use the words "writing" or "written" in these terms, this includes emails.

4. Our contract with you

4.1. How we will accept your Instruction.

Once you have submitted details of the Instruction through the Client Portal (and paid the appropriate fee) our team will review this to ensure we have all of the details necessary and there are no issues with the Instruction. Our acceptance of your Instruction will take place when we email you to confirm acceptance it or when the Advert goes live, whichever is the earlier, at which point a contract will come into existence between you and us.

4.2. If we cannot accept your Instruction.

If we are unable to accept your Instruction, we will inform you of this in writing and will not charge you for the Services.

4.3. Your Instruction number.

You will be given a client ID which will be your unique reference number and should be used on correspondence with us.

4.4. We only offer our Services to the UK.

Our website is solely for use in the UK. Unfortunately, we do not accept Instructions for properties outside the UK.

4.5. Who provides the Instructions?

All Instructions must be provided by or on behalf of, or with the full consent of, all legal and beneficial owners of the Property and with the knowledge and consent of all occupiers of the Property. In placing the Instruction you are confirming that you have all such consents and authority to enable you to sell the Property and use the Services.

5. Providing the Services

5.1. Description of the Services.

We offer two levels of service, which are detailed on the Site and in the Client Portal. You will be able to choose the service level that is appropriate to you and personalise certain aspects of these Services within the Client Portal. For full details of the different services please refer to igomove.co.uk

5.2. Fully live Instruction.

In order to make the Instruction live with all of our chosen listing partners we need to arrange for one of our team to attend at the Property. We will also need to verify your identity for anti-money laundering checks before an Instruction can go live. This is a legal obligation.

5.3. Marketing Board.

If you have selected the option to utilise the free marketing board this will be provided by Countrywide Signs. Countrywide Signs will contact you directly should they need access to the Property, however, in most cases they will arrange for placing of the marketing board without the need for you to be home.

5.4. Optional Extras.

If you have selected any of the Optional Extras you will be contacted by the service providers directly to arrange an appropriate time for the services to be provided.

5.5. Energy Performance Certificate.

It is a legal obligation to provide an energy performance certificate when marketing your Property. We can provide this is you select is as part of the Optional Extras. If you do not select this Optional Extra then you must supply one yourself before the Instruction goes live.

5.6. Non-Exclusive listing.

Neither the Instruction nor the contract is intended to be exclusive and you are free to list your Property with other agents should you wish to do so.

5.7. Conveyancing Services.

As part of the Services you are agreeing to instruct the Conveyancer to carry out the legal transfer of the Property. The fees for this service are payable to the Conveyancer directly but we have agreed that they will be fixed at £595* inclusive of VAT but plus disbursements. This means that disbursements (charges incurred by the Conveyancer on your behalf and necessary to complete the conveyance) are on top of this fee. The Conveyancer will confirm all of these charges in advance.

* This fixed fee is based on a freehold sale. If your property is leasehold or involves help to buy mortgages or multiple mortgages you will need to discuss this with the Conveyancer who will agree the fee in advance. If you are in any doubt please clarify this with your Conveyancer or a member of our team as soon as possible.

5.8. Rejection of conveyancing services.

Should you wish to use a different conveyancer you will be required to pay the Administration Charges on top of other fees chargeable for the Services and / or Optional Extras.

5.9. Exercising your right to change your mind (Consumer Contracts Regulations 2013).

For most products or services bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.

5.10. When you don't have the right to change your mind.

You do not have a right to change your mind in respect of the Services once these have been completed, even if the cancellation period is still running. The Services are completed once the listing is posted to the Site and is available for buyers to search for – i.e. once you have confirmed you wish to make the listing live via the igoLive function in the Client Portal. If you wish to take advantage of the cancellation period, please do not request the Instruction go live before the expiry of the 14 days.

5.11. How long do I have to change my mind?

If you wish to utilise your 14 day “cooling off period” we will not make your Instruction live on the Site (see above). You are, if you choose to do so, able to make the Instruction immediately live, however you must pay us for the Services in full, as the making of the Instruction live constitutes the performance of the Services.

5.12. Refunds if cancelling within the cooling off period.

If you exercise your right to cancel the contract within the 14 days we may deduct from any refund an amount for the supply of the Services for the period for which it was supplied, ending with the time when you told us you had changed your mind. Refunds will be issued within 14 days of you notifying us that you wish to cancel the contract.

5.13. Ending the contract where we are not at fault and there is no right to change your mind.

You can end the contract at any time. You can ask us to remove the Property from the Site at any time, however, once you have waived the “cooling-off period or it has expired, you will not be entitled to a refund of any fees paid as these will have been incurred in preparing the listing and in the administration of the Site.

5.14. Marketing Break.

If you do not wish to end the contract but would rather take a break from advertising the Property, we can do so for up to 2 calendar months. Once the period has expired the Property will be re-listed on the Site automatically. Should you not wish to re-list the Property please confirm to us in writing and we will cancel the contract in accordance with clause 5.12 above.

5.15. When we will provide the Services.

Once you have indicated that you wish to make the Instruction live via the igoLive function we will advertise the Property on the Site and other platforms. The listing will be live immediately, subject to Site downtime or other factors outside of our control.

5.16. Property Information.

If you do not provide all of the Property details we require to perform the Services as arranged (and you do not have a good reason for this) we may end the contract. It is your sole responsibility to ensure the Property details are accurate.

5.17. Modification of Instruction.

We reserve the right to modify the Instruction (and in particular the use of any photograph) if we consider that it is inappropriate, inaccurate, misleading or likely to cause offence in any way.

5.18. Delay in providing Services.

We will not be responsible for the late performance of the Services or not supplying any part of them or any misleading description of the Property if this is caused by you not giving us the information we need or providing inaccurate information.

5.19. Reasons we may suspend the supply of Services.

We may have to suspend the supply of Services to:

  • deal with technical problems or make minor technical changes;
  • update the site to reflect changes in relevant laws and regulatory requirements;
  • make changes to the Services as requested by you or notified by us to you.

We may also suspend supply of the Services if you do not pay. If you do not pay us for the Services when you are supposed to (see clause 9.3). We will contact you to tell you we are suspending the Services.

6. How to end the contract with us (including if you have changed your mind)

6.1. Tell us you want to end the contract.

To end the contract with us, please let us know by doing one of the following:

  • Phone or email. Call customer services on 0330 058 4273 or email us at contact@igomove.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.
  • Online. Complete the form on our website.
  • By post. Print off the form and post it to us at the address on the form. Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

7. Our rights to end the contract

7.1. We may end the contract if you break it.

We may end the contract for the Services at any time by writing to you if:

  • you do not make any payment to us when it is due and you still do not make payment within 5 days of us reminding you that payment is due;
  • you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Services.

8. Summary of your legal rights.

8.1. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

If your product is services, for example, the Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.
  • If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.
  • If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

9. Price and payment

9.1. Where to find the price for the Services.

The price of the Services (which includes VAT) will be the price indicated on the order pages when you completed the online portal information request.

9.2. We will pass on changes in the rate of VAT.

If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

9.3. When you must pay and how you must pay.

Payment will be made via the portal using Stripe Payment Gateway. This payment is processed by an external third party provider. You must pay for the Services before your Instruction goes live. Payment of the Administration Charges are via the Client Portal or by bank transfer. If you wish to make a bank transfer please contact us and we will provide the bank account details.

9.4. We can charge interest if you pay late.

If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 8% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

10. Our responsibility for loss or damage suffered by you

10.1. We are responsible to you for foreseeable loss and damage caused by us.

If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

10.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so.

This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products.

10.3. We are not liable for business losses.

We only supply the Services for domestic and private use. If you use our Services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11. How we may use your personal information

11.1. How we may use your personal information.

We will only use your personal information as set out in our privacy policy.

11.2. Sharing Information.

We may need to share your information with close partners of ours to enable us to provide the Services. We will have to share your information with other platforms that will advertise your property and with interested buyers or tenants.

12. Other important terms

12.1. We may transfer this agreement to someone else.

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

12.2. Nobody else has any rights under this contract.

This contract is between you and us. No other person shall have any rights to enforce any of its terms. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

12.3. Even if we delay in enforcing this contract, we can still enforce it later.

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you but we continue to provide the products, we can still require you to make the payment at a later date.

12.4. Which laws apply to this contract and where you may bring legal proceedings.

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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