Refund Policy

Last updated: January 2026

1. Introduction

This Refund Policy sets out the circumstances in which Property Hub Ltd ("Property Hub", "we", "us", "our") will refund or retain payments made in connection with lettings, sales and related property services.

This policy is intended to be transparent, fair and compliant with:

• The Tenant Fees Act 2019
• Consumer Rights Act 2015
• Relevant industry guidance and best practice

This policy should be read alongside our Terms of Use, Business Terms, and any applicable Sales or Lettings Agreement.

2. Holding Deposits – Lettings

2.1 Purpose of a Holding Deposit

A holding deposit (equivalent to one week’s rent) is payable to reserve a property while pre-tenancy checks and documentation are undertaken. Upon receipt of the holding deposit, the property may be removed from the market, although viewings may continue if the landlord requires this where full asking rent has not been offered.

Payment of a holding deposit does not guarantee the grant of a tenancy. All lettings are subject to contract, satisfactory references, affordability checks and landlord approval.

2.2 Refund of Holding Deposits (Lettings)

The holding deposit will be refunded in full within 14 days of receipt where:

• Property Hub is unable to proceed with the tenancy for reasons outside the applicant’s control; or
• The landlord withdraws from the proposed tenancy before agreement, subject to Section 2.5 below.

2.3 Non-Refundable Holding Deposits

The holding deposit will not be refunded and will not be transferable to another property or application where:

• The applicant fails to provide all required documentation within 3 working days of payment;
• The applicant changes their mind or withdraws from the transaction;
• The applicant is unable or unwilling to take possession of the property;
• The applicant fails to pay the balance of rent and/or tenancy deposit upon signing the tenancy agreement;
• Property Hub or its appointed referencing provider is unable to contact the applicant or guarantor within 3 working days to complete checks;
• False, misleading or incomplete information is provided by the applicant or guarantor;
• Adverse credit history, including CCJs, is discovered which was not disclosed at the time of application.

In such cases, the holding deposit may be retained to cover reasonable administration and referencing costs.

2.4 Fraud and Misrepresentation

Where false information or deliberate misrepresentation is provided in order to secure a property, the holding deposit will be forfeited in full and may not be transferred. Property Hub reserves the right to report suspected fraud to relevant authorities.

2.5 Landlord Withdrawal

If the landlord withdraws from the proposed tenancy prior to the commencement date, no refund shall be due from Property Hub. Any discretionary refund is subject to management approval and does not create any entitlement to compensation or damages.

3. Sales – Holding Deposits

Where a buyer places a holding deposit to secure a property for sale:

• If the buyer withdraws from the transaction for any reason, the holding deposit will not be refunded;
• If the seller withdraws from the sale, the holding deposit will be refunded to the buyer within 3 working days;
• No further compensation, damages or claims may be pursued against the seller or Property Hub following a refund.

4. Communication and Complaints

Property Hub will only respond to written correspondence. Verbal communications, telephone discussions, text messages or WhatsApp messages will not be treated as formal instructions, requests or complaints.

All communications must be made directly by the applicant or client. We do not engage with third parties unless legally authorised.

5. Professional Conduct and Zero Tolerance Policy

Property Hub operates a zero-tolerance policy towards:

• Discrimination
• Harassment (including sexual harassment)
• Abuse, threats or offensive language
• Theft or dishonesty

Any such conduct towards our staff, agents or representatives may result in immediate termination of services.

6. Regulatory Information

Property Hub Ltd trades as Property Hub and is a member of:

• The Property Ombudsman (TPO)

Further details are available on our Website.

7. Contact

For any questions regarding this Refund Policy, please contact:

Email: info@propertyhubltd.com