Terms of Service

1Important Platform Disclaimer

Matchouse is a technology platform that helps people connect with properties, landlords, estate agents, service professionals, businesses, buyers, tenants, and service seekers.

Matchouse is not:

• An estate agency or letting agency
• A property management company or broker
• A contractor or service professional
• A payment intermediary for user-to-user service payments
• An escrow provider or financial institution
• An employer or guarantor
• A legal adviser or financial adviser
• A party to contracts made between users

Matchouse provides tools for discovery, profiles, listings, communication, service requests, bookings, leads, verification indicators, and software access. Matchouse does not control, supervise, guarantee, or accept responsibility for user conduct, property transactions, service quality, payments between users, or agreements made between users.

Any agreement, booking, service arrangement, tenancy discussion, viewing, property transaction, professional instruction, quote, invoice, or payment made between users is made directly between those users.

2Key Legal Documents

These Terms should be read together with:

• Privacy Policy
• Cookie Policy
• Credits, Payments & Refund Policy
• Any additional purchase terms shown before payment
• Any Bloc-specific order, subscription, or access terms
• Any rules, guidance, or notices shown inside the platform

3Definitions

In these Terms, the following words have the meanings set out below:

4Eligibility

• You are at least 18 years old
• You can legally enter into a binding contract
• You provide accurate and complete information
• You use the platform lawfully
• You comply with these Terms and all applicable UK laws and regulations

If you use Matchouse on behalf of a company, estate agency, landlord business, professional practice, partnership, or organisation, you confirm that you have authority to bind that organisation to these Terms.

We may refuse, suspend, restrict, or terminate access where we reasonably believe a user is underage, unauthorised, fraudulent, misleading, abusive, unsafe, non-compliant, or acting unlawfully.

5User Roles

5.1 Seekers

Seekers may include service seekers, buyers, tenants, users looking for professionals, services, or properties, and users looking to contact landlords, estate agents, or service professionals.

5.2 Providers

Providers may include landlords, estate agents, service professionals, businesses, agencies, contractors, consultants, property professionals, and other professionals offering services.

5.3 Dual Role Users

A Provider may also be a Seeker. Users are responsible for ensuring their profile, role, listings, service offers, and account settings accurately reflect how they use Matchouse.

6Freemium Platform

Matchouse may provide free access to certain core features. Some features, tools, modules, visibility options, lead access, subscriptions, Credits, boosts, Bloc modules, or premium features may require payment. Matchouse may charge fees as a one-time payment, recurring subscription, usage-based fee, through Matchouse Credits, through direct card or bank payment, through third-party payment processors, or through any combination shown before purchase.

Matchouse does not guarantee that any feature will remain free permanently. We may introduce, remove, change, restrict, or update pricing, plans, usage limits, features, Credits, tools, or modules at any time.

7Account Registration and Security

To access certain features, you may need to create an account. You agree to provide accurate, complete, and up-to-date information, keep your login details secure, not share your account with unauthorised users, not impersonate another person or business, not create fake or fraudulent accounts, keep your business and service information accurate, and tell us immediately if you suspect unauthorised account access.

You are responsible for all activity under your account unless caused by our proven failure to use reasonable care. We may require additional verification before allowing access to certain features.

8User Responsibilities

You are responsible for your account, profile, listings, service offers, property information, business information, communications, reviews, documents, use of Credits, use of lead systems, use of subscriptions, use of Bloc, and compliance with law. You must ensure that all information you provide is accurate, lawful, current, and not misleading.

If you are a Provider, you are solely responsible for your services, qualifications, licences, insurance, pricing, tax obligations, availability, service quality, customer relationships, and legal compliance.

If you are a Seeker, you are responsible for checking Providers, asking appropriate questions, reviewing profiles, checking verification status, agreeing terms directly, and deciding whether to proceed.

9Verification Rules

Matchouse may allow or require users to verify their identity, business, agency, professional status, documents, qualifications, insurance, accreditations, property authority, or other details. Verification may be optional for some features and required for others.

We may refuse, remove, suspend, or revoke verification if information is incomplete, appears false or misleading, a user breaches these Terms, a user is reported for suspicious conduct, or we reasonably believe the verification badge should not remain active. Users must not misuse verification badges, display fake verification claims, or claim a verification status they do not hold.

10User Content

Users may submit, upload, publish, send, display, or share content through Matchouse, including profiles, images, listings, service descriptions, property details, reviews, ratings, messages, documents, posts, requests, offers, files, and other materials. You are solely responsible for your content.

You confirm that your content is accurate and not misleading, does not infringe third-party rights, does not contain unlawful or harmful material, does not falsely claim qualifications or authority, does not misrepresent services, pricing, availability, or property details, does not contain malware, spam, scams, or phishing links, and complies with applicable law, advertising standards, consumer protection rules, property rules, and industry obligations.

We may remove, edit, restrict, hide, suspend, or reject content where we reasonably believe it may breach these Terms, create legal risk, mislead users, damage the platform, or harm other users.

11Property Listing Terms

Landlords, estate agents, and authorised users may list properties on Matchouse. If you publish a property listing, you are solely responsible for ensuring that you have legal authority to list the property, the listing is accurate and not misleading, all details are correct, you comply with applicable property, housing, consumer protection, advertising, equality, safety, and tenancy laws, you provide required material information where applicable, the property is safe and lawful to market, and you hold required licences, permissions, consents, or authority.

Matchouse does not guarantee property availability, listing accuracy, legal compliance of a property, the identity or authority of any party, the suitability of a property, or the outcome of any viewing, tenancy, sale, purchase, or property transaction. We may remove or suspend property listings where we reasonably believe they are inaccurate, misleading, unlawful, unauthorised, unsafe, suspicious, reported, or non-compliant.

12Service Listing Terms

Providers may create service listings, professional profiles, business profiles, service offers, availability information, booking options, and pricing guidance. If you list services, you are solely responsible for your service description, pricing, availability, qualifications, licences, insurance, professional standards, staff and team members, customer communication, invoices, tax obligations, refunds to clients, service delivery, legal compliance, any warranties or promises you make, and any dispute with a Seeker.

You must not list services that are unlawful, unsafe, misleading, fraudulent, discriminatory, unlicensed where licensing is required, or prohibited by Matchouse. Matchouse may remove or restrict service listings where we reasonably believe they breach these Terms, create user risk, damage trust, or expose Matchouse to legal, safety, or reputational risk.

13Booking and Hiring Disclaimer

Matchouse may provide booking tools, enquiry tools, service request tools, messaging tools, and availability features. These tools help users communicate and arrange services. Matchouse does not provide the services listed by Providers and does not employ, supervise, or control Providers.

Seekers should check Provider profiles, reviews, verification status, qualifications, insurance, terms, pricing, and suitability before proceeding. Providers should provide clear written terms, scope, price, cancellation rules, timelines, and payment expectations before starting work.

14Payments Between Users

Unless Matchouse expressly states otherwise for a specific product, Matchouse does not collect, hold, process, control, supervise, or guarantee payments made between Seekers and Providers for services, works, property-related services, professional advice, bookings, jobs, or other user-to-user arrangements. Payments between users are made directly between those users.

If a payment dispute arises between users, the users must resolve it directly with each other. Matchouse may review reports of fraud, scams, spam, abuse, or platform misuse, but is not obligated to mediate, arbitrate, compensate, refund, or resolve user-to-user payment disputes.

15Matchouse Credits and Wallet

Credits are digital platform credits only. Credits are not cash, electronic money, a bank deposit, a financial product, a stored-value investment, or a currency. Credits have no value outside Matchouse and can only be used for eligible Matchouse features, tools, access, products, leads, modules, or platform purposes.

Some Matchouse features may require Credits only, direct card or bank payment only, either Credits or direct payment, subscription access, separate approval, or separate terms. Matchouse may decide which purchases are eligible for Credits and may change Credit eligibility at any time.

16Subscription Terms

Subscriptions may be charged monthly, annually, on another recurring cycle, as a usage-based or module-based plan, as a trial-to-paid plan, through Credits where eligible, or through direct payment where required. Before subscribing, you must review the price, billing cycle, renewal terms, cancellation rules, refund terms, and included features.

Subscriptions may automatically renew unless cancelled before renewal. If payment fails, Matchouse may retry payment, restrict access, downgrade the account, suspend premium features, cancel the subscription, or recover outstanding amounts where lawful. Cancelling a subscription stops future renewal but does not automatically refund past payments unless required by law or stated in the applicable purchase terms.

17Lead Purchase Terms

Lead access may include instant lead purchase, EngageNow Leads™, HireGuarantee Leads™, profile leads, service request leads, property enquiry leads, booking leads, and other lead products introduced by Matchouse.

17.1 Instant Lead Purchase

Where a Provider purchases an instant lead, Credits or payment may be deducted immediately in exchange for access to lead details or the ability to contact the user. Unless there is a confirmed Matchouse platform error, instant lead purchases are generally non-refundable.

17.2 EngageNow Leads™

EngageNow Leads™ may allow a Provider to send an initial response before payment is triggered. Payment may become due when the Seeker engages, replies, responds, or otherwise meets the engagement criteria shown on the platform. Matchouse may determine whether engagement criteria have been met based on platform activity, communication data, user actions, system logs, or other reasonable evidence. Users must not manipulate, abuse, or misuse EngageNow Leads™ to avoid payment.

17.3 HireGuarantee Leads™

HireGuarantee Leads™ may allow a Provider to pay only when hired or receive a Credit refund if not hired, subject to the conditions shown at the time. Eligibility may depend on the lead type, the Provider's response time, whether the Provider followed the required process, whether communication occurred through Matchouse, evidence of hire or non-hire, and fraud and abuse checks. Matchouse may reject refund claims where there is evidence of abuse, off-platform circumvention, false reporting, collusion, manipulation, or breach of these Terms.

17.4 Lead Abuse

Users must not create fake leads, manipulate engagement, use duplicate accounts, collude to obtain refunds, move users off-platform to avoid lead rules, misrepresent whether a hire occurred, abuse message now pay later systems, abuse HireGuarantee Leads™, or resell leads without permission. Matchouse may suspend access, remove Credits, block refunds, restrict features, or terminate accounts where lead abuse is suspected.

18Estate Agency and Bloc Terms

Bloc is a Matchouse tool intended for eligible estate agency users and may include CRM, property, lead, contact, workflow, communication, document, inspection, pipeline, calendar, reporting, and integration features.

Bloc is provided as software. It does not replace professional judgement, legal advice, compliance advice, property management obligations, estate agency obligations, anti-money laundering duties, consumer protection duties, data protection duties, or regulatory responsibilities.

Users of Bloc are responsible for lawful use of data, accuracy of imported data, contact permissions, communication compliance, email, SMS, WhatsApp, and other messaging compliance, third-party platform terms, staff permissions, agency account security, client communication, property data accuracy, document accuracy, workflow decisions, compliance records, and ensuring their agency follows applicable law.

Matchouse is not responsible for business decisions made using Bloc, incorrect data entered by users, missed reminders, failed integrations, third-party API outages, communication provider restrictions, data imported from third-party sources, agency compliance failures, client disputes, or property transaction outcomes. Bloc features may be changed, restricted, suspended, removed, or updated at any time.

Estate agency users must ensure that their use of Matchouse and Bloc complies with applicable laws and professional duties, including property advertising rules, consumer protection obligations, data protection obligations, anti-money laundering requirements where applicable, and lawful communication rules.

19Messaging, Chat and Communications

Users must not use communication tools to harass, threaten, abuse, or discriminate, send spam, scams, or phishing messages, send unlawful marketing, share harmful links, impersonate others, circumvent Matchouse fees, share illegal content, mislead users, request unsafe payments, pressure users into transactions, or abuse or manipulate lead systems.

We may monitor, review, restrict, remove, or disclose communications where permitted by law and reasonably necessary for safety, fraud prevention, legal compliance, platform enforcement, or investigation.

20Reviews and Ratings

Reviews must be honest, fair, accurate, and based on genuine experience. Users must not post fake reviews, pay for false reviews, threaten negative reviews unfairly, post defamatory content, use reviews to harass others, review their own business, manipulate ratings, or post reviews on behalf of undisclosed third parties.

Matchouse may remove, hide, restrict, or moderate reviews where we reasonably believe they are fake, abusive, misleading, defamatory, irrelevant, unlawful, incentivised without disclosure, or in breach of these Terms.

21Acceptable Use Policy

You must not take any of the actions listed above. We may restrict, suspend, or terminate accounts that breach these rules.

22Platform Safety, Fraud and Enforcement

Matchouse may take action where we reasonably believe there is fraud, scam activity, spam, abuse, harassment, fake listings or profiles, misleading services, unsafe conduct, suspicious payment activity, verification abuse, review manipulation, lead manipulation, unlawful content, or risk to users or the platform.

Actions may include warning the user, requesting further information, removing content, suspending listings, restricting features, freezing Credits, blocking communication, removing verification, downgrading access, suspending or terminating accounts, or reporting matters to authorities. Where reasonable, Matchouse may give notice and reasons. However, we may act immediately without prior notice where necessary to protect users, comply with law, prevent fraud, prevent harm, or protect the platform.

23No Guarantee of Results

Matchouse does not guarantee bookings, hires, leads, revenue, profit, property enquiries, tenancy applications, sales enquiries, viewing requests, search rankings, profile visibility, user responses, successful transactions, service quality, provider or seeker suitability, business growth, or platform availability at all times.

Any ranking, matching, search, lead, boost, or visibility feature may depend on multiple factors, including profile quality, activity, location, relevance, reviews, user behaviour, availability, platform rules, paid features, subscription status, and algorithmic systems.

24Intellectual Property Terms

Matchouse, Bloc, and all related platform materials including brand names, logos, software, source code, designs, layouts, databases, workflows, features, algorithms, documentation, text, graphics, icons, user interface designs, product names, lead systems, Credit systems, business logic, and platform structure are owned by or licensed to Percy Real Estate Ltd.

You must not copy, reproduce, sell, licence, distribute, reverse engineer, scrape, clone, or create derivative products from Matchouse or Bloc without written permission. You retain ownership of your own content, but you grant Matchouse a worldwide, royalty-free, non-exclusive licence to host, display, store, process, reproduce, adapt, publish, distribute, and use your content as reasonably necessary to operate, promote, improve, and protect the platform.

This licence ends when your content is deleted from Matchouse, except where continued use is necessary for legal, safety, backup, dispute, audit, platform integrity, or legitimate business reasons.

25Data Protection and Privacy

Matchouse processes personal data in accordance with its Privacy Policy. Users must not upload, share, collect, export, or process personal data through Matchouse unless they have a lawful basis and the right to do so.

Where business users, estate agents, landlords, or service professionals use Matchouse or Bloc to manage contacts, leads, clients, messages, property information, documents, or communications, they may have their own data protection responsibilities under UK GDPR and the Data Protection Act 2018. Users are responsible for ensuring that their own use of personal data complies with applicable data protection laws.

26Third-Party Services and Integrations

Matchouse may integrate with third-party services including payment processors, identity verification providers, communication providers, email providers, WhatsApp-related tools, SMS providers, CRM systems, property feed providers, analytics tools, hosting providers, and other platforms. We are not responsible for third-party outages, errors, fees, data handling, API limitations, account suspensions by third parties, changes to third-party services, third-party terms, or third-party security failures outside our reasonable control. Your use of third-party services may be subject to separate terms and policies.

27Availability and Platform Changes

We aim to keep Matchouse available, reliable, and secure, but we do not guarantee uninterrupted access. We may update the platform, add or remove features, change pricing, change subscriptions, change Credit eligibility, change lead models, restrict tools, suspend modules, perform maintenance, introduce new rules, stop supporting older features, or change how matching, ranking, search, or visibility works.

We are not liable for loss caused by downtime, maintenance, bugs, data delays, integrations, technical failures, or feature changes, except where liability cannot be excluded by law.

28Consumer Rights

Where legally required, Matchouse will provide key information before payment, including price, payment method, cancellation rights, renewal terms, and important restrictions.

29Business Users

If you use Matchouse as a business, professional, agency, landlord business, company, partnership, or trader, you confirm that you are acting for business purposes, have authority to use the account, are responsible for compliance with applicable laws, are responsible for your staff and team members, are responsible for your listings, services, communications, and client relationships, and will not misuse Matchouse to mislead consumers or other businesses.

Business users are responsible for their own legal, regulatory, tax, professional, insurance, data protection, marketing, and industry compliance obligations.

30Suspension and Termination

We may suspend, restrict, or terminate your account where you breach these Terms, misuse the platform, fail verification, provide false information, create legal or safety risk, fail to pay fees, abuse Credits, leads, refunds, subscriptions, or promotions, engage in fraud, scams, spam, or harmful conduct, or we are required to do so by law. You may stop using Matchouse at any time.

Termination does not remove any unpaid fees, any liability already incurred, any rights granted to Matchouse before termination, or any clauses intended to survive termination.

31Limitation of Liability

To the fullest extent permitted by law, Matchouse is not liable for user conduct, user-to-user disputes, service quality, property listing accuracy, payments between users, provider or seeker failure, lost profits, lost revenue, lost business, lost opportunity, loss of goodwill, indirect loss, consequential loss, data entered incorrectly by users, fraud or scams by users, external payment disputes, third-party service failures, missed bookings or leads, failed communications, listing removal, account restrictions, platform downtime, integration failures, software bugs, search ranking changes, or matching outcome changes.

Subject to the above, Matchouse's total liability to you for all claims connected with the platform shall be limited to the greater of: (a) the amount you paid to Matchouse in the three months before the claim arose; or (b) £100. This limitation does not apply where it would be unlawful.

32Indemnity for Business Users

If you use Matchouse as a business, agency, landlord business, estate agent, service professional, company, partnership, or trader, you agree to indemnify Matchouse against losses, claims, damages, fines, costs, expenses, legal fees, and liabilities arising from your breach of these Terms, your listings, your services, your communications, your misuse of personal data, your breach of law, your dispute with another user, your failure to hold licences, insurance, permissions, or authority, your misuse of Bloc, your misuse of third-party integrations, your staff, contractors, or team members, or any claim made against Matchouse because of your actions or omissions.

33Complaints and Reporting

Users may report fake profiles or listings, scams, spam, harassment, misleading services, unsafe conduct, payment concerns, review abuse, verification misuse, illegal content, and platform misuse through the available platform reporting tools or by contacting us directly.

Matchouse may review reports and take action where appropriate, but Matchouse is not required to resolve private disputes between users.

34Changes to These Terms

We may update these Terms from time to time. Where changes are material, we may notify users by email, platform notice, account notification, or other reasonable method. Your continued use of Matchouse after updated Terms take effect means you accept the updated Terms. If you do not agree to updated Terms, you must stop using Matchouse.

35Governing Law and Jurisdiction

These Terms are governed by the laws of England and Wales. If you are a consumer, you may have the right to bring proceedings in your local UK jurisdiction. If you are a business user, the courts of England and Wales shall have exclusive jurisdiction over disputes relating to these Terms, unless otherwise required by law.

36Contact Details