Terms of business.

These terms are the agreement between you and PROPFEES LTD, which trades as PropServ, for using the PropServ website, web app, mobile app and the services around them. They set out what we do, what you agree to do, and who is responsible for what. Last updated 28 October 2026.

1. Who we are

PropServ is a trading name of PROPFEES LTD, a company registered in England and Wales (company number 15310418). Our registered office is 249 Cranbrook Road, Ilford, IG1 4TG, England. You can email us at info@propserv.co or call 07568 138024.

In these terms, "PropServ", "we", "us" and "our" mean PROPFEES LTD. "You" means the person or business using PropServ. If you use PropServ for a company or partnership, you confirm that you have authority to agree to these terms for it, and "you" includes that business.

2. These terms

What they cover. These terms apply to propserv.co, the PropServ web app, the PropServ mobile app on iOS and Android, our phone and WhatsApp reporting lines, our integrations with property software, and our API. Together we call these "PropServ" or "the service".

How you accept them. You accept these terms when you tick the box at registration, create or use an account, or use the service. We record the date you accept. If you do not agree to them, do not use PropServ.

Other documents that apply. Our privacy policy explains how we handle personal data and forms part of these terms. If your agency has signed a PropServ Agency Subscription Agreement or another written agreement with us, that agreement applies alongside these terms, and where the two conflict the signed agreement wins. The price, billing period and limits of a contractor plan are shown on the subscription page when you subscribe and form part of your agreement with us. Stripe's terms apply to the payment accounts described in section 8.

Age. PropServ is for people aged 18 or over.

Changes. We may change these terms, for example when we add features or the law changes. We will post the new version here with a new "last updated" date. If a change significantly affects you, we will tell account holders by email or in the app and give reasonable notice before it applies. If you carry on using PropServ after a change applies, the new terms apply to you. If you do not agree to a change, you can close your account (section 16).

3. How PropServ works

PropServ is a marketplace that connects the people involved in looking after rented and managed property:

• Estate agents and agencies raise work requests for the properties they manage, choose which contractors to offer them to, and manage tenant reports, documents, planned maintenance and compliance reminders.
• Contractors respond to work requests with a quote, a callout, a deposit request or a decline. When a response is accepted, PropServ issues a works order to the contractor.
• Tenants report problems with their home through the app, the website, or our phone and WhatsApp lines. Their agency decides what to do with each report, which may become a work request.
• Clients (for example people moving home) and landlords see the work that concerns them and, where their agency asks them to, approve quotes and pay invoices.

Our role. PropServ provides the platform, the tools and, where a job is paid through PropServ, the payment processing. We are not an estate agent, a letting agent, a contractor or an emergency service. We do not carry out, supervise, inspect or guarantee any work. When a quote is accepted, the contract for that work is between the contractor and the party who instructed it: the agency, the client or the landlord. PropServ is not a party to that contract.

Jobs paid outside PropServ. Some agencies pay their contractors directly rather than through PropServ. On those jobs the contractor invoices the agency using the billing details shown on the job, PropServ does not issue an invoice, and we take no fee.

Emergencies. If there is a danger to life, a fire, a gas leak or another emergency, call the emergency services on 999 before reporting it on PropServ.

4. Your account

• Give accurate details when you register and keep them up to date.
• An account is for one person. Keep your password and two-factor codes to yourself, and email info@propserv.co straight away if you think someone else has used your account.
• For agencies and contractor companies, the account administrator can add team members and set what they can do, and is responsible for how they use PropServ. Remove people who leave.
• You are responsible for everything done through your account unless it results from our failure to keep the service secure.
• You can close your account at any time by emailing us (section 16).

5. Estate agents and agencies

Your subscription

You can subscribe on the subscription page, paying by card through Stripe in advance for each billing period, or sign an Agency Subscription Agreement with us, which sets your fee, minimum term, renewal and notice period. Prices exclude VAT unless we say otherwise. Subscriptions renew automatically until cancelled. We may offer a free or trial subscription for a period we agree with you, and may limit what it includes.

To cancel or change your subscription, email info@propserv.co. We will confirm the notice period that applies and the date your subscription ends. If your agreement has a minimum term, it runs for that term and the fees for it remain payable unless your agreement says otherwise. We do not refund fees for the unused part of a billing period except where the law requires it.

Your responsibilities

You confirm that:

• you have the right to add properties, tenants, landlords and clients to PropServ and to invite them to use it, and you will tell them that you use PropServ;
• you are the data controller for the tenant, landlord and property data you add, and we process it on your behalf under our data processing agreement with you and our privacy policy;
• you will keep property, tenancy and contact information accurate;
• you decide what to do with each tenant report and work request, including urgent and safety-related reports, and you remain responsible for your legal duties as an agent or landlord. PropServ's triage suggestions, compliance reminders and planned maintenance schedules are tools to help you. They do not replace your judgement or professional advice;
• you will comply with the law, including data protection, consumer protection and housing law, and will not use PropServ to discriminate against or harass anyone.

Contractors you invite

You can invite contractors you already work with. They join on a free plan, can see only the work you send them, and are added to your preferred contractors. PropServ checks that contractors upload public liability insurance with an expiry date, but we do not verify their qualifications or their work. You decide who to instruct.

Referral fees

On jobs paid through PropServ, your agency earns a referral fee, which is a share of our platform fee, at the rate agreed with you and shown on your Payouts page. We pay referral fees weekly by Stripe transfer to the Stripe account your agency connects, after the job's payment has been received. No referral fee is earned on jobs paid outside PropServ or where no platform fee applies. If a payment is refunded or reversed, we may reverse the matching referral fee. Tell us within 14 days of a payout if you think it is wrong.

Paying contractors yourself

If your agency chooses to pay contractors directly, you receive the contractor's own invoice and pay it under your arrangement with them. PropServ charges no platform fee and pays no referral fee on those jobs.

Text alerts

SMS alerts to your team and contractors have a fair-use allowance each month. We warn your administrators as you approach it. When it runs out, texts stop until the next month and email carries on as normal.

6. Contractors

Who can join

You must be a trading business that holds public liability insurance and any licence, registration or qualification your trade requires. Upload your public liability insurance document with its expiry date when you register and keep it current. If it expires, we may stop offering you new work until you upload a current one. Keep your profile, trades, coverage area and documents accurate.

Your plan

Agencies can invite you to join free of charge, in which case you can respond only to the work the inviting agency sends you. Paid plans let you respond to work in your area and add other features, as shown on the subscription page. Paid plans are billed in advance by card through Stripe, monthly or yearly as you choose, and renew automatically. You can cancel from your subscription page at any time (or by emailing us if your plan was arranged through an agency), and your plan then ends at the end of the period you have paid for. We do not refund the unused part of a period except where the law requires it. We will tell you by email before a change to your plan price applies.

Getting paid through PropServ

To be paid through PropServ you connect a Stripe account. Stripe's terms apply to that account, and Stripe may ask you for identity and bank details. On jobs paid through PropServ:

• we raise the invoice from your Stripe account to the agency, client or landlord named on the works order, showing VAT where you charge it, and send it on your behalf;
• we deduct our platform fee from the payment as a Stripe application fee. The fee is a percentage of the job price and of any deposit. We tell you the rate when you join and give you notice by email before a change to it applies;
• the balance reaches your Stripe account when the payer pays, and Stripe pays it out to your bank on its usual schedule;
• invoices fall due 30 days after they are raised unless the works order sets another date, and PropServ prompts the agency to chase an unpaid invoice;
• we do not guarantee that a payer will pay, and we are not liable for late payment or non-payment.

Where a work request allows it, you can ask for a deposit before starting or charge a callout fee. The same payment rules apply. Deposits are not available on jobs the agency pays directly.

Your work

You agree to:

• give honest, accurate quotes that say clearly what is and is not included, and respond to work requests promptly;
• carry out the work with reasonable care and skill, to the standards of your trade, within the law and in line with the works order;
• charge only what was agreed in the accepted quote, or a change agreed through PropServ;
• be courteous to tenants, keep appointments or give notice in good time, and leave the property safe;
• record completion in PropServ, with photos where asked, so the agency can approve it, and deal promptly with a recall where your work has not fixed the problem;
• keep your insurance and qualifications current and provide evidence when we or an agency ask for it.

Keep it on the platform

Work you receive through PropServ must be quoted, invoiced and paid through PropServ, unless the agency pays you directly as described in section 3. Do not use contacts made through PropServ to arrange work or payment off the platform, and do not share your login with other businesses. We may close your account if you do.

Ratings and reviews

Tenants and agencies can rate and review your work after a job. We show ratings and reviews to agencies on PropServ. We do not check reviews before they appear, but we remove reviews that break section 10.

Responsibility for your work

You are responsible for your work and for any loss, injury or damage it causes. PropServ is not. If a payer disputes a payment with their bank or asks for a refund, Stripe's rules for disputes apply, and amounts may be deducted from your Stripe balance. If we receive a complaint about you, we may ask you for information and may pause new work while we look into it.

7. Clients, tenants and landlords

Your account. Your agency or landlord invites you, and there is no charge for using PropServ. Your agency manages the property and decides what work is done, so questions about repairs, timescales and costs should go to them first.

Reporting a problem (tenants). Describe the problem accurately, add photos or videos of the problem only, and tell your agency if anything changes. If there is a danger to life, call 999 before using PropServ. Give contractors access at the agreed time, or tell them and your agency if you cannot. You may be asked to rate the contractor afterwards. Reviews must be honest and based on your own experience.

Approving and paying for work (clients and landlords). When you accept a quote through PropServ, you instruct that contractor, and a contract for the work forms between you and them on the terms of the quote. Pay invoices by the due date using the payment method shown on the invoice. If you are a consumer, nothing in these terms limits your legal rights against the contractor, including the right to work carried out with reasonable care and skill. PropServ does not carry out or guarantee the work, but if something goes wrong, tell your agency and us and we will help you and the contractor sort it out.

Shared information. So that jobs can be done, your name, contact details and the property address are shared with your agency and with the contractor assigned to the job, as our privacy policy explains.

8. Payments through PropServ

Stripe. Payments are processed by Stripe. Contractors and agencies that receive money through PropServ hold Stripe accounts under Stripe's own terms.

Currency and VAT. All amounts are in pounds sterling. Quotes show the price and VAT where the contractor charges it. Subscription prices exclude VAT, which we add at the current rate where it applies.

Payment methods and due dates. Job invoices can be paid by the methods shown on the invoice, such as bank transfer to the details on it. They fall due 30 days after they are raised unless the works order or invoice says otherwise. Subscriptions are paid by card in advance.

Late payment. If a job invoice is unpaid, PropServ prompts the agency to chase it. We may suspend an account whose subscription fees are overdue.

Refunds. Refunds of money paid for work are agreed between the payer and the contractor. Where the money came through PropServ, we can process the refund on the contractor's instruction, and we may process one where Stripe's rules or the law require it. Subscription fees are not refunded for unused periods except where the law requires it.

Our fees. We charge contractors a platform fee on jobs paid through PropServ, pay agencies a referral fee from it, and charge subscription fees as described in sections 5 and 6. Fee rates are set out in your agreement with us or shown in your account. We will give you notice by email before a fee change applies to you.

Mistakes. If an invoice, charge or payout is wrong, email info@propserv.co and we will put it right.

9. Content you add to PropServ

Your content. "Content" means anything you add to PropServ: reports, photos, videos, voice notes, messages, documents, quotes, invoices, profile details, reviews and data imported from your property software. You keep ownership of it.

What you let us do with it. You give us a non-exclusive, worldwide, royalty-free licence to host, store, copy, back up, process, display and send your content, for as long as we keep it under our privacy policy, so that we can run PropServ and show the content to the people involved in the job (your agency, contractor, tenant, landlord or client), process it with the AI features in section 12, keep PropServ secure and improve it, and meet our legal obligations. Contractors also let us show their profile, showcase photos and ratings to agencies on PropServ. We do not sell your content.

Your promises about content. You confirm that you have the right to add it, that it is accurate, and that it does not break the law or anyone's rights. Only add other people's personal data where the job needs it. Photos and videos taken inside someone's home are for the report or job only.

Removing content. We may remove or hide content that breaks these terms or the law, and may suspend accounts that repeatedly do so. We are not obliged to monitor content, but we may do so.

Ideas and feedback. If you send us suggestions about PropServ, we can use them without owing you anything.

10. Acceptable use

You must not:

• break the law or anyone's rights, or encourage anyone else to;
• give false or misleading information, including false reports, false quotes, false reviews or a false identity;
• harass, threaten, discriminate against or abuse anyone, or use details you see on PropServ to contact people for any other purpose, including marketing;
• take work or payment off the platform in breach of sections 5 and 6;
• access PropServ with bots, scrapers or other automated tools, except through our API with a valid token;
• copy, resell, reverse engineer or build a competing product from PropServ;
• upload malware, interfere with the service, or try to get around its security or access controls;
• share your login or use someone else's.

We may suspend or close accounts that break these rules (section 16) and may report serious misuse to the authorities.

11. Integrations, the API and messaging

Property software. Agency administrators can connect PropServ to property software such as Alto, Reapit, Street.co.uk, MRI, Apex27, SME Professional, InventoryBase, Fixflo and Propoly. When you do, you authorise us to exchange data with that software on your instructions. The provider's own terms apply to your use of their software. We are not responsible for their systems or for data that is wrong when it reaches us.

API and webhooks. Agency administrators can create API tokens and webhooks for their own systems. Keep tokens secret; you are responsible for everything done with them. We may apply rate limits, and may suspend or revoke a token that is misused or puts the service at risk. Our API documentation describes what each token can do.

SMS, WhatsApp and phone. We send notifications by email, push notification, SMS and WhatsApp, and tenants can report problems by phone and WhatsApp. Your provider's usual message and call charges apply. Fair-use limits apply to SMS alerts (section 5).

12. AI features

PropServ uses AI to triage tenant reports, suggest urgency and follow-up questions, describe photos and videos, transcribe voice notes and calls, summarise chats, pull details out of documents, and run our help chat and our phone and WhatsApp reporting lines.

AI output is a suggestion to help the people at your agency or company decide what to do. It can be wrong. Always check important details against the original report, message or document, and do not rely on AI output for safety-critical or legal decisions. A person at your agency decides what happens to a report. Our privacy policy explains which providers we use and how they handle data.

13. Our intellectual property

PropServ, including its software, design, text, databases, trade marks and logos, belongs to us or our licensors. We give you a limited, non-exclusive, non-transferable licence to use PropServ for your own business or personal purposes while you have an account and keep to these terms. You may download or print your own reports, invoices and documents. You must not copy PropServ or its content for any other purpose, remove our notices, or use our name or logo without our written permission.

14. The mobile app

The PropServ app is available from the Apple App Store and Google Play. We license it to you under section 13 for use on devices you own or control, under the app store's usage rules. You are responsible for your device, your connection and any charges from your provider. Keep the app updated; older versions may stop working.

If you downloaded the app from the Apple App Store, these terms are between you and PROPFEES LTD, not Apple. We, not Apple, are responsible for the app and its support, for any warranty claim, for product or intellectual property claims about the app, and for complying with the law. If the app does not work as described, you may tell Apple, and Apple may refund any price paid for the app, but Apple has no other warranty obligation. You confirm that you are not in a country subject to a US government embargo or designated as supporting terrorism, and that you are not on a US government list of prohibited or restricted parties. Apple and its subsidiaries may enforce these terms against you as a third-party beneficiary. Third-party terms, for example from your mobile network, also apply.

15. Availability, changes and support

We work to keep PropServ available but do not promise that it will be uninterrupted or error-free. We may suspend the service for maintenance or for security reasons and will give notice where we can. We may add, change or withdraw features. If we withdraw something material from a paid plan, we will tell you in advance. Support is by email at info@propserv.co, and the help chat in PropServ answers questions about how the service works.

16. Suspension and ending your account

By you. You can stop using PropServ at any time and ask us to close your account by emailing info@propserv.co. Subscriptions end as described in sections 5 and 6.

By us. We may suspend or close your account, or limit what it can do, if you break these terms, do not pay what you owe, let your insurance lapse, misuse the service, put other users or PropServ at risk, or if we must by law. We will tell you why unless the law prevents it or it would harm an investigation, and we will give you a chance to fix the problem where that is reasonable.

When your account ends. You must pay anything you owe, and we must pay anything we owe you. Your licence to use PropServ ends. We keep and delete data as our privacy policy describes, and we return or delete agency data under our data processing agreement. Sections that by their nature continue, such as 9, 13, 17 and 18, do so.

17. Our responsibility to you

What we do not limit. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit or exclude.

If you are a consumer. We are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, or for business losses. Nothing in these terms affects your statutory rights.

What we are not responsible for. We are not responsible for the work contractors do or fail to do, for whether a payer pays, for what other users say or do, for property software, payment providers or other third-party services, or for delays or failures caused by events outside our reasonable control.

If you use PropServ for a business. To the extent the law allows, we are not liable for loss of profit, revenue, business, contracts, goodwill or data, or for indirect or consequential loss, however it arises. Our total liability to you for all claims is limited to the fees you paid us in the 12 months before the event giving rise to the claim.

Your responsibility to us. If you use PropServ for a business, you will compensate us for losses, claims and costs we incur because you, your staff or your content break these terms or the law, or because of work you carry out.

18. Governing law and disputes

If you have a complaint, email info@propserv.co and we will try to resolve it with you. These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute. If you are a consumer living in Scotland or Northern Ireland, you can also bring a claim in your local courts, and you keep the protection of any mandatory rules of your local law.

19. Other terms

These terms, our privacy policy, any signed agreement with us, and the plan details shown when you subscribe make up the whole agreement between us. If a court finds part of these terms unenforceable, the rest still applies. If we delay enforcing a term, we can still enforce it later. We may transfer our rights and obligations to another business, for example if we sell PropServ, and will tell you if we do. You may not transfer yours without our consent. These terms do not create a partnership, employment or agency relationship between us. We send notices to the email address on your account. Apart from the app stores under section 14, no one else has rights under these terms.

20. Contact us

Last updated: 28 October 2026