HOW IT WORKS
From enquiry to activation.
We review your enquiry first and, if suitable, arrange an initial inspection before payment for the recurring package. The steps below explain the agreement, payment and access arrangements required before your service is activated.
01
Enquire and share property details
Read the scope and fees, then submit a short enquiry. We review the property area and support requested. If suitable, we send the full property-information form and arrange an initial inspection to assess whether we can accept the assignment.
02
Initial inspection and suitability
The initial inspection takes place before payment for the recurring package. We agree the inspection arrangements and any applicable inspection charge before the visit. Inspections generally take around one hour, depending on the property’s size and condition. If we decline the assignment after the initial inspection, we provide the detailed inspection results where the inspection was paid for. Where it was unpaid, we explain that the property condition is unsuitable for us to accept the assignment.
03
Confirm the package and pay
Once the assignment is accepted and the service agreement has been signed by the required parties, we issue the invoice for the first three months in advance. Pay by PayNow or bank transfer using the invoice reference. We confirm payment only after checking that the money has reached our account.
04
Provide keys and access cards
Provide the agreed keys and access cards within seven calendar days after receipt of the first payment, unless an extension is agreed in writing.
05
Activate the service
Service activates once the initial inspection is complete, the first payment is verified and the agreed keys/access are received. The paid three-month service period starts on activation. Late activation does not extend the six-month promotion measured from sign-up.
06
Review every three months
The recurring service includes one quarterly review inspection. Additional visits and contractor attendance are separately arranged and charged.
WHEN YOUR PAID PERIOD STARTS
Activation starts the paid service period.
If activation is 10 November, the first three-month service period is 10 November to 9 February. The next payment is due before 10 February. An earlier payment date does not start the paid service period.
The promotion has a separate clock. The 15% introductory discount starts on your package sign-up date and lasts for a maximum of six months, capped at two three-month payments per customer per property. Late activation does not extend the promotional window.
Example: sign-up date and activation date
If you sign up on 10 November 2026, the six-month promotional window runs through 9 May 2027. If service activates on 17 November 2026, the first paid three-month service period is 17 November 2026 to 16 February 2027. Activation does not move the promotion’s end date.
The promotion is capped at two three-month payments per customer per property. A service period crossing the promotion’s end date does not extend the discount. Your invoice will confirm the applicable promotional and standard charges before you pay; a full discounted quarter is not guaranteed where activation is delayed.
Payments and renewals
Payment methods are PayNow and bank transfer. Use the details and payment reference on our invoice. A transfer screenshot can be reviewed, but payment remains pending until we verify receipt.
Renewal reminders are handled manually: 14 days before the next renewal or payment period, then seven days before if still unconfirmed. Reminders stop once confirmed.
Read payment and cancellation terms →
Without advance payment for the next period, service does not continue. If you cancel during a prepaid three-month service period, the fees paid for that period are not refundable.
Before an inspection, check the tenancy’s access arrangements and agree the appointment with the occupants. Keep the inventory and earlier condition photographs available. CEA tenancy guidance.
Tell us about your property.
Start with an enquiry about your property and the support you need.
