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Terms And Conditions of Services

Important Information for Customers

Shuffle Residential provides marketing and lettings support services for a period of 90 days (“Initial Marketing Period”) during which we aim to let your property, however payment of all fees will be required whether your property is let or not.

You have the right to cancel this agreement within 14 days and at any time thereafter, however please note that you will be charged for all services used and Additional Fees may also be chargeable, see Right to Cancel for more information.

Please note that services start from when you agree to accept an Agent Visit and for the avoidance of doubt, once your property is listed on the Shuffle Residential and partner websites then all fees will be due and payable.

Shuffle Residential works with a number of third parties to provide the services and failure to make scheduled appointments without providing reasonable notice (1 working day) may result in additional charges, see Photos and Agents Visits for more information.

A schedule of fees for the services Shuffle Residential provides and Additional Fees is included in Schedule 2 and from time to time will be detailed on our website.


Please read the Terms and Conditions set out below. In order to avail of Shuffle Residential services, you are required to accept these Terms and Conditions. If it is necessary to change the terms and conditions or add or remove any part at any time in the future we will post such changes on our website,, (the “Website”). It is your responsibility to review our Website for any changes and you agree to be bound by such changes if you should continue to use the Services.

References to “this Agreement” or “Terms and Conditions” are references to these Terms and Conditions and all Schedules

Information about Shuffle Residential

The Website is owned and managed by Shuffle Residential, A trading name of Shuffle Innovations Limited, a company registered in England and Wales with the company registration number 08184143 and having its registered address at The Workshop, 32-40 Tontine Street, Folkestone, Kent, CT20 1JU

Terms of this agreement/these terms and conditions:

Definitions Within this agreement/these Terms and Conditions and the following words of phrases shall, unless the context otherwise requires, have the following meanings:


The amounts payable to Shuffle Residential for the Services as detailed in Schedule 2;


The property address for which you have instructed us to market to prospective tenants.

“Registered User”

A user of the Services that has completed the registration requirements of the Website;

“Landlord(s)” or “you”

Means the owner(s) of the property or the person you (or anyone you appoint) to accept tenants to your property/properties


Means the range of services offered by Shuffle Residential including those detailed in the Packages and any add on services;


Shall mean the person or persons who agree to rent the property from the Landlord;

“Shuffle Residential” or “We” and “Us”

Means Shuffle Innovations Limited a company registered in England, company registration number, 08184143;

“Shuffle Residential website” or “Website”

Means or and

“Working Day”

Means a day other than Saturday, Sunday, a bank holiday or a public holiday.


Our Tenant Find service will allow your property listing to show on our portal network.

Once we have found a Tenant, the Landlord will ensure that the Tenant is put on notice that in order for the Tenant to secure the tenancy, the Tenant agrees to Shuffle Residential referencing the Tenant(s) and producing their tenancy agreement.

Responsibility for obtaining and keeping Tenants’ deposits in an account and registering in an approved scheme shall be the Landlord’s and in no event will Shuffle Residential, be responsible for holding any deposit money for the Tenant(s) or on behalf of the Landlord, see for more information.

All fees other than the “Tenant Find” fee shall be the responsibility of the new Tenants. These Fees are set out on the Website or Schedule 2.

Fees include all administration and verification charges including but not limited to verifying that all tenants are over 18 years of age. If the results of the tenants referencing comes back negative, the final decision whether to allow the Tenants a new tenancy agreement will be that of the Landlord.

In the event that a tenancy agreement does not proceed, the Tenants will not be entitled to a refund.

General Lettings Terms

Shuffle Residential accepts payment via all major credit cards and debit cards Payment. All credit card and debit card information is collected securely and processed by Shuffle Residential nominated partner that may change from time to time.

Refunds may only be given at the discretion of Shuffle Residential. Where a refund is agreed it will take into account all the costs already incurred by Shuffle Residential including but not limited to; floor plans, EPCs, and administration costs, see Schedule 2, Additional Fees.

Following the commencement of the Services, Shuffle Residential may terminate our agreement with you at any time by writing to you if you do not, within a reasonable time of Shuffle Residential asking for it, provide us with information that is necessary in order for us to provide the Services (including but not limited to information requested to verify your identity and your ownership of the Property (where applicable to an instruction).

If Shuffle Residential is forced to terminate the agreement as a result of your breaking our agreement in this manner you may be liable for Additional Fees, see Schedule 1.

Your Listing

Your listing is with Shuffle Residential and our portal partners as listed on the Website (which can change without notice). We confirm that at the point of instruction we are a Member of a property redress scheme (PRS), and subscribe to its Code of Practice. Please ask us for a copy of the PRS Code of Practice if you require one.

IMPORTANT – You are required to disclose any information of which you are aware in relation to the property in a clear, and timely fashion. You must take all reasonable steps to ensure that all information and statements about the Property that you disclose to Shuffle Residential and to potential tenants or their representatives whether oral, pictorial or written, are accurate and are not misleading with all material facts included. Furthermore, any answers to questions about the property must be truthful, materially complete and not misleading.

Shuffle Residential will use reasonable commercial endeavours to ensure that your property is listed on the Website during the Initial Marketing Period subject to you letting your property sooner or you terminating the service. The Website may be subject to technology or server related interruptions from time to time therefore Shuffle Residential gives no warranties or guarantees that the Website will operate error free at all times.


Shuffle Residential will use reasonable commercial efforts to upload all property details on to our property portal networks at all times. However part of your listing may not entirely feed to our portal partners, it is your responsibility to check your listing and inform us of anything not appearing as instructed by you or any missing elements.

Shuffle Residential will place your listing on third party website portals. By agreeing to these Terms and Conditions you acknowledge that; these websites are subject to change; that they may or may not be controlled by a third party; that Shuffle Residential do not provide any guarantees or warranties that your listing will be live or a continued presence on these websites; and you further acknowledge that these third party website portals may at times experience issues with displaying properties including but not limited to feed issues and Shuffle Residential is unable to provide any guarantees or warranties as to when a listing will be back up live and showing on any particular Third party website portal.

All listings are dependent on the timings and length of times the listing will run.

If you order the Tenant Find Service then please note the following:

  • I.this is a one-time activation that lasts for 90 days without interruption. For example if you choose to de-list your property after 2 months of activation then your listing will instantly come to an end and no refund will be given in relation to any remaining time available for your listing.

  • II.Rightmove and Zoopla are third parties which Shuffle Residential has no authority over and therefore are unable to provide any warranties on their performance.

General Listing Terms

You automatically receive Services for the Initial Marketing Period during which time we will list your Property on the Website and all partner websites subject to the terms relating to Portals above.

If your Property has not exchanged within the Initial Marketing Period, your listing will expire but during the run-up to your listing expiry you will have the opportunity to purchase an additional Marketing Extension Period for a fee as set out in the Website (or Schedule 2).

Shuffle Residential will use reasonable endeavors to contact you to determine if you wish to extend the Initial Marketing Period. If we cannot contact you and do not hear from you, your Property will be de-listed upon the expiry of the Initial Marketing Period.

If you do not wish to carry on marketing beyond the Initial Marketing Period then you do not need to do anything, your Property listing will expire, your agreement with Shuffle Residential will automatically come to an end and your Property de-listed.

Photos and Agents Visits

Shuffle Residential may send an agent to visit your property for verification, photography, floorplan, EPC or appraisal purposes.

If you are supplying your own photographs (maximum 50) and description we require these to be accurate when they are sent to us or uploaded onto the Website, we will send a local agent to visit you to check these when they verify the property. Additions or amends may be subject to a monetary charge.

Once you have agreed a date for the agent to visit, you are obliged to keep the appointment (“Agent Appointment”), any cancellations must have 1 Working Day notice, otherwise you will incur costs, see Schedule 2.

If our agent arrives for his Agent Appointment and you are not at the Property or you give less than the required 1 Working Days’ notice, we will have to arrange an alternative Agent Appointment for which there will be an additional Appointment Fee.

In the event that a photographer was also booked to attend the missed Agent Appointment an additional fee for the photographer’s services will apply, the additional fee, Appointment Fee is detailed in Schedule 2 and is due for each instance of a missed appointment.

When you instruct Shuffle Residential to arrange for photographs to be taken of your Property (or for other add-ons), a Shuffle Residential agent will use reasonable commercial efforts to contact you within 24/48 hours of ordering the relevant service to arrange a visit, however on some occasions this may take longer.

If you are supplying photographs taken from another photographer (or source) you must have permission to use the photographs from the photographer (or the owner of the photographs).

You will also grant Shuffle Residential a royalty free, unlimited, worldwide and non-exclusive license to use any photographs supplied by you or a third party source.

Shuffle Residential have the right to take your listing off the Website and off the portals if notified by a third party that the photographs used may not be permitted for use by you.

Shuffle Residential will notify you and re-list the property as soon as the correct/appropriate photographs are provided along with an authorisation from a third party to use the photographs, where appropriate.

If we are providing your photographs, the fee paid will be for taking the photographs of one property. If a property has outbuildings or holiday lettings, there will be an additional charge for these extra properties. Commercial properties may also incur extra photography charges, dependent on the size of the property. The same will apply for any additional floor-plans.

Our network of agents covers most of the UK, there are certain areas where coverage is minimal and although we can still cover them a fee may apply for our agents to visit these areas. Areas subject to a potential fee are set out in Schedule 2, Agent Fee, the additional costs will be advised to you prior to purchase.


We can provide a market appraisal of the value of your Property from the data we have which is pulled in from various sources such as Rightmove, mouse price and Land registry and takes into account national and regional trends in the housing market, however, for the avoidance of doubt, the price at which you decide to market your Property will be solely down to your choice.

Viewings / messages and Offers received for your property

Applicants will be encouraged to message you directly. Apart from an applicant’s Shuffle Residential username their personal information will not be passed on until the parties proceed to Property viewing stage. Shuffle Residential may vet messages sent via our platform.

In most cases viewings will be made online via our automated viewing tool within the property search facility. Viewings requested through our portal network will automatically link up with this function.

Applicants requesting to make a viewing via the telephone will be directed to automate their viewing. Once a viewing has been arranged, the confirmation email to both the Landlord and the applicant will list the property address, the time of the viewing, both parties and their respective contact details (name and phone numbers).

After confirmation has been sent to both parties, Shuffle Residential have no responsibility if either party (applicant or Landlord) fail to show or are not available for a viewing. Viewings are the responsibility of the Landlord however Shuffle Residential can carry out viewings out at an extra cost chargeable to the Landlord, this extra cost will appear on the Website.

Shuffle Residential confirms that unless otherwise instructed in writing by you, the Landlord, we will forward to you accurately in writing (which includes email correspondence), all offers from prospective tenants within 2 days of receipt of the same.

Once a let has been agreed, Shuffle Residential will prepare and send out an offer letter by email to you (or via your online account). A copy shall also be sent to your prospective tenant/s. When an offer is accepted we will start the referencing procedure, unless otherwise agreed.

Your obligations as the Landlord

Authority, Power Capacity

The Landlord hereby confirm(s) and covenants that he/she/they have the necessary authority, power and capacity to enter into this agreement.

The Landlord(s) hereby confirm(s) and covenants that he/she/they are the beneficial owner(s) of the Property; or have the authority from the beneficial owner to let the Property on the above terms.

Under the Money Laundering Regulations of 2003, Shuffle Residential are required to carry out identity checks on both buyers and landlords of the properties that we market. Checks are completed using an electronic system and may require us to ask you for additional information such as your passport number or driving license number, which you must agree to provide on request.

Energy Performance Certificate (EPC) + HOME REPORTS

For Properties in the UK, excluding Scotland: You must provide an EPC or order an EPC for the Property (and provide proof of the order if not done through us).

If you order an EPC via Shuffle Residential as an add-on and the assessor turns up to carry out the EPC but you then advise us that you already have an EPC, there will be no refund for the ordered EPC. If you require a commercial EPC for your property there will be an extra charge. An EPC must be commissioned prior to marketing your Property.

Consumer Protection from Unfair Trading Regulations 2008

Your Property details will be verified before marketing of the Property can commence. Our local agent will approve your details.

To ensure compliance with the Consumer Protection from Unfair Trading Regulations 2008 the landlord must inform Shuffle Residential immediately of any incorrect or materially incomplete information within the sales particulars from the outset or at any point during the marketing or sale.

Any amendments that you make to your Property listing will be fully vetted by Shuffle Residential  and if we conclude based on a reasonable suspicion that they are not valid we reserve the right to amend them appropriately without notice.

Shuffle Residential reserves the right not to publish any information provided by the Landlord in order to comply with the Consumer Protection from Unfair Trading Regulations 2008.

Also any other publication (our brochure for example); may be subject to change at any time. When changes are made to the website (including prices), these may not appear at the same in the brochure and such amendments may appear in the following version of the brochure.

The Landlord shall indemnify Shuffle Residential, its proprietors, directors, employees or agents against any loss or damage suffered by Shuffle Residential, its directors, employees or agents arising from; (i) any claim made by the Landlord in respect of the Property; (ii) any inaccurate, false or misleading descriptions of the same; or (iii) any breach of applicable legislation or regulations including but not limited to the Consumer Protection from Unfair Trading Regulations 2008.

To Let Boards

If you select a To Let board, the board will be erected at your Property (dependent on agent availability in your area).

Shuffle Residential cannot accept any responsibility for any damage or loss suffered as a result of the To Let board.

This board will be collected upon request if you so wish. In order to meet the requirements of The Town & County Planning Regulations, which permit the display of only one To Let board, we request that whilst a Shuffle Residential To Let board is displayed, no other boards are erected.

The delivery of your To Let board may in certain cases be sent via a national courier service. We cannot accept responsibility for any To Let board being lost or stolen once delivery has taken place.

In most circumstances Shuffle Residential cannot state a definite date and time for delivery of your To Let board. In circumstances where there is no one to sign for the To Let board, it will be left with a neighbour or left at the Property.

If your board relates to part of a building in multiple occupation, it should indicate the part of the building to which it relates.

Unoccupied property

Shuffle Residential do not accept responsibility for the maintenance or repair of unoccupied properties during marketing or once a tenancy has been agreed, unless we have been instructed to manage your property.


Shuffle Residential strives to deliver the best possible service however should you be less than happy, please contact us as soon as possible so we can resolve matters quickly and efficiently. Shuffle Residential will use reasonable endeavors to answer all complaints in a reasonable amount of time and in accordance with the guidelines set out by the property redress scheme, our procedure is detailed below.

Complaints Procedure

Step 1 – Raise with your dedicated agent

In the first instance, please speak with your letting agent or property manager to try to resolve the issue.

Step 2 – Escalate to the Departmental Manager

Should your agent be unable to resolve your complaint they will refer your case to the Departmental Manager.

Step 3 – Refer to the Customer Experience Department

If the Departmental Manager does not resolve the complaint, please put your complaint in writing to [email protected]

Your complaint will be acknowledged within 3 working days of receipt and addressed by the Customer Experience Department, we aim to respond to all complaints within 15 working days.

Step 4 – The Property Redress Scheme

If the Customer Experience Department does not resolve the complaint you have the right to take it to The Property Redress Scheme.

The details will be provided in the response from the Customer Experience Department.

More information regarding The Property Redress scheme can be found by visiting

Right to Cancel

14 day “cooling off period”

The Right to Cancel off-premises contracts is regulated by provisions contained in Part 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013: Contracts entered into off-premises or at distance are subject to a 14 day “cooling off period”.

Where contracts are made off premises, you have the right to cancel the contract within a 14-day period starting the day after the date these terms and conditions are agreed – SUBJECT TO THE TERMS BELOW.

In the event you wish to cancel the contract you must, within the 14 day “cooling off period”, inform Shuffle Residential of your decision to cancel in writing by email to [email protected]

Where contracts are cancelled within the specified 14 day “cooling off period” and you have not instructed Shuffle Residential to begin any of the Services, there will be no charges due and you will be entitled to a full refund of any payments already made.

Please note Shuffle Residential will only publish your property on Rightmove, Zoopla or otherwise begin providing services (including making the Listing, attending the property for verification, EPC or photography), after this 14 day cooling off period has expired unless you agree otherwise by arranging for the commencement of any of the Services.

Cancellation Charges in the “cooling off period”

Should you agree to receive the Services including commencement of the marketing of your Property during the “cooling off period” then you will be charged for the Services provided as detailed below.

Our Services are deemed to have been provided in full when your Property is listed on the Shuffle Residential website.

General Right to Cancel

You may ask us to remove your details from the Shuffle Residential website at any time after the 14 day “cooling off period” but you will not be entitled to any refund and may be subject to an Administration Fee, see Schedule 2.

Once you have asked us to remove your details from the Shuffle Residential website then you will not be able to re-instate them without payment of an additional fee.

Intellectual Property Rights.

Shuffle Residential and/or its licensors is the owner or licensee of intellectual property rights in the Website and the Services, information and content (including photographs either supplied by us, you or a third party) available on the Website, any database operated by us, any proprietary software utilised by us to enable you to use this Website and the underlying source code.

Much of this information and content is protected by copyright, trade mark, database rights, design rights (including in the “look and feel” and other visual or non-literal elements), and/or other intellectual property rights (whether registered or unregistered). Our logos, together with our trademarks and/or service marks, may not be copied or reproduced without our prior written consent. All rights are reserved.

We grant you a non-exclusive, non-transferable licence to use the Website solely in executable form and only to the extent necessary for use of the Website and the Services, and for no other purpose.

You must not use an automated program (including, without limitation, any web-crawling or screen-scraping software or any equivalent technology or techniques), to access the Website for the purpose of collecting, obtaining and/or accumulating (or other similar activity) data or content in this Website. Any such use of an automated program is prohibited and shall be a breach of these Terms and Conditions.

You may not reproduce, copy, edit, republish, transmit materials including but not limited to; articles, incorporating into any other materials, or distribute any material articles, photographs, images or submissions, information or content on this Website, or that form part of the Services, without Shuffle Residential’s prior written consent. However, you are granted a limited right to access and use the Website and our Services, and retrieve, display and print content pages, for your own personal, non-commercial use and to the extent necessary for use of the Website and the Services only. We reserve the right, in our sole discretion and without notice to you, to terminate your licence and to prevent future access by you to this Website.

You may not do anything which may be seen to take unfair advantage of the reputation and goodwill of Shuffle Residential or could be considered an infringement of any of the rights in the intellectual property rights owned by and/or licensed to Shuffle Residential.

Referrals And Introducer Payments.

Any individuals introduced will have the right to opt-out of any future email campaigns upon receipt of their first email; or any subsequent ones.

Referral Incentive. Any Registered User of Shuffle Residential can refer another person to Shuffle Residential, this can be done verbally, via email, internal messaging or via any referral scheme or competition that Shuffle Residential run.

If in the event of a referral purchasing a package from Shuffle Residential, the Registered User who passed on the referral may be entitled to an introducer or referral incentive.

This may be in the form of money, vouchers or property marketing add-ons. This will be at the discretion and choice of Shuffle Residential.

Redemption of referrals. Wherever possible Shuffle Residential will have an audit trail of where the referral came from. Upon successful audits a referral fee will be authorised.

In the event of Shuffle Residential’s internal audit trail resulting in a dispute regarding the origination of the referral, proof may be required from the interested parties.

Authorised referrals, payments, vouchers or property add-ons will be dealt with within 14 days from the start of the referred Landlord’s Service.

Your General Obligations

You agree that you are solely responsible and liable for all your activity on the Website, whether you are a Registered User or an unregistered user.

You must promptly notify Shuffle Residential in the event there is a breach of security or any unauthorised use of the login details where you are a Registered User. Shuffle Residential may be contacted by email at [email protected]

You shall not submit to appear on the Website, any information, Property Data (defined below) review, comment, images, link or other material whatsoever in any format that may reasonably be deemed to be;

  • I. offensive, illegal, inappropriate or in any way;

  • II. promote racism, bigotry, hatred or physical harm of any kind against any group or individual;

  • III. harass or advocate harassment of another person;

  • IV. display pornographic or sexually explicit material;

  • V. promote any conduct that is abusive, threatening, obscene, defamatory or libellous;

  • VI. promote any illegal activities;

  • VII. provide instructional information about illegal activities, including violating someone else’s privacy or providing or creating computer viruses;

  • VIII. promote or contain information that you know or believe to be inaccurate, false or misleading;

  • IX. engage in or promote commercial activities and/or sales, without the prior written consent of Shuffle Residential; or

  • X. infringe any rights of any third party.

You acknowledge that by submitting information to the Website specifically for publication on the Website whether via your registered account or otherwise (“User Submission”) does not guarantee that such User Submission, or any part thereof, shall appear on the Website, but agree that Shuffle Residential may, at its sole discretion, choose to display any User Submission or any part of a User Submission that you make on the Website and hereby grant to Shuffle Residential a non-exclusive, perpetual, irrevocable, worldwide licence to do so.

You warrant and represent that you own or are licensed to use any and all the intellectual property rights in any User Submissions that you make to the Website.

You hereby grant to Shuffle Residential a non-exclusive, irrevocable licence to make the User Submissions available to other Registered and unregistered users of the Website and to edit the User Submissions in the event that Shuffle Residential deems it necessary or desirable to do so for any reason.

You hereby grant to Shuffle Residential a non-exclusive, irrevocable licence to make the User Submissions available to other media and publications and to edit the User Submissions in the event that Shuffle Residential deems it necessary or desirable to do so for any reason. This can also include other portal partners who may be listing your property on our behalf and may contact you regarding their services.

If you feel that any User Submission made by other Registered Users (and unregistered users) is objectionable, you are advised to contact Shuffle Residential using the contact details set out on the Website. Shuffle Residential shall use its reasonable endeavours to review the relevant User Submission as soon as is practicable and shall take such action as it deems necessary, if any.

You further agree that at all times, you shall:

  • if you are a Registered User, not use your login details with the intent of impersonating another person;

  • if you are a Registered User, not allow any other person to use your login details;

  • not use the information presented on the Website or derived from the Services for any purposes other than those expressly set out in these Terms;

  • not do likely to impair, interfere with or damage or cause harm or distress to any persons using the Website or in respect of the network;

  • not use the Website, the content therein and/or do anything that will infringe any intellectual property right or other rights of any third parties;

  • not use any information obtained using the Website otherwise than in accordance with these Terms;

  • comply with all instructions and policies from Shuffle Residential from time to time in respect of the Website;

  • co-operate with any reasonable security or other checks or requests for information made by Shuffle Residential from time to time; and

  • use the information made available to you on the Website at your own risk.

In the event that Shuffle Residential, in its sole and absolute discretion, considers that you have breached any of the terms set out in this clause, Shuffle Residential shall reserve the right to take any action that it deems to be necessary, including without limitation, the termination forthwith and without notice, your use of and access to the Website; and in the case of illegal use, the instigation of legal proceedings as appropriate.

Without prejudice to any of Shuffle Residential’s other rights and remedies, Shuffle Residential reserves the right, in its sole and absolute discretion, to take any action that it deems necessary and appropriate in the event it considers that there is a breach or threatened breach of this clause.


You agree to indemnify, defend and hold Shuffle Residential and our affiliated companies, shareholders, officers, directors, employees, agents or suppliers harmless from any and all claims or demands, made by any third party along with any associated legal costs due to or arising out of your use of this Website or through your password or otherwise, the violation of these Terms and Conditions by you, or the infringement by you of any intellectual property or other right of any other person or entity.


Shuffle Residential offer no guarantees that its Website will be secure or free from bugs, Trojan horses, worms or any other computer viruses. All responsibility for configuration of your information technology, computer programme and platform in order to access the Websites will lie with you.

You should employ your own virus protection software. You must not misuse the Websites by introducing material which is malicious or technologically harmful including but not limited to; viruses, trojans, worms and logic bombs. Unauthorised access to the Websites, the server on which the Websites are stored or any server, computer or database connected to the Websites is strictly prohibited.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our site or to your downloading of any content on it, or on any website linked to it.

General Terms

If any part of these Terms and Conditions are found to be illegal, the term that is found to be illegal will be removed without effecting the other terms which will continue in full force and effect.

Each of the paragraphs of these terms and conditions 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.

Even if we delay in enforcing these Terms and Conditions, we can still enforce same later. If we do not insist immediately that you do anything you are required to do under these Terms and Conditions, or if we delay in taking steps against you in respect of your breaking these Terms and Conditions, that will not mean that you are no longer subject to these terms and conditions and it will not prevent us taking steps to secure our rights at a later date.

For example, in the event you fail to make payment and we do not send you notice of missed payment but we continue to provide the services, we reserve the right to invoice you for a missed payment and require you to make the payment at a later date.

These Terms and Conditions are governed by English law and you can bring legal proceedings in respect of the products in the English courts.

Payment of fees

Payment of the property management fees will be pro-rata and deducted from the monthly rent received by the tenants and divided over 12 months.

For all additional property services, payment will be required in advance of the agreed appointment or within the 14 days of the invoice, all property reports will be issued after payment has been received.

For landlords who use our full property management service or tenancy find + processing service, the additional property service fees will be deducted from the rent due.


You agree that we may communicate with you by sending notices, information, documents and any statements to you in relation to this Agreement;

  • the most recent address we hold for you;

  • II.sending you a PDF of the notice, information, document or statement concerned to any email address you have provided to us; or

  • delivery of an SMS to any mobile telephone number you have given to us.

Where you have provided us with an email address, we may contact you by email in relation to your application including any issue which may arise under this Agreement throughout the duration of this Agreement.

Fraud and credit checks and verifying your identity

Fraud prevention checks:

We may access and use from other countries the information recorded by fraud prevention agencies in addition to accessing and using the information recorded by the UK’s fraud prevention agencies. These organisations may be in countries outside the European Economic Area. You can contact us at the address above if you would like the details of the relevant fraud prevention agencies.

Identity checks

To protect you and us from financial crime, we may be required to verify the identity of our customers. We may do this by either using reference agencies to search sources of information relating to you (an identity search) or relying on the Estate Agent to verify your identity and your residential address. This will not affect your credit rating. If this fails, we may need to approach you to obtain documentary evidence of identity.

Schedule 2: Packages and Service Fees


Tenant Find Fee – £200

Tenant Find + Processing – £300

Shuffle Residential Referencing, Per Tenant -£20.00

Letting Costs for first Tenant – £200

Letting Costs for each subsequent Tenant – £100

Failure to make appointment with Agent

(without giving at least 1 working day’s notice)



Appointment Fee – Failure to attend an appointment with Agent, Clerk, Engineer and/or Photographer (without giving at least 1 working day’s notice) – £120

Agent Fee

Agent visits to certain areas including but not limited to the following may incur charges – As advised

  • West Wales,

  • North Wales,

  • Northern Ireland and

  • Scotland (North of Glasgow and Edinburgh)

Service cancellation fee

Should the Landlord cancel our services at any time prior to the end of the cooling off period then charges for all of the property services below which have been provided to the Landlord will be immediately due and payable:

  • Verification Visit – £60

  • Photography – £150

  • Floorplan – £100

  • EPC – £90

  • Virtual Property Tour – £90

  • To Let board – £60

  • Legionella Risk Assessments – As advised

  • Inventory Clerk Services – As advised

​​Administration Fee

Should the Landlord cancel the property management service agreement at any time after the cooling-off period and prior to the Listing of the property as described in clause 4 an Administration Fee will immediately be due and payable on request in addition to any Service Cancellation Fee above

For the avoidance of doubt, if the Property has been listed on the Shuffle Residential Website then all Fees for the Package and add-ons shall be payable in full on request. – £120

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