Note; By logging into your Agency Management Console you are agreeing to these terms and conditions

Terms and conditions

Terms and conditions

Please read these Terms and Conditions carefully before using any of the suite of technology products provided by GNB Property, Software Solutions Ltd - a commercial arm of GNB Group Holdings. Your access to, and use of these products, is conditional on your acceptance of and compliance with these Terms. These Terms apply to all users and others who access our products.

By using our services, you agree to be bound by these Terms. If you disagree with any part of the terms, then you may not access the Service.

Our Subscription Model

We operate a monthly hosted subscription model for our suite of technology solutions. This means that you effectively rent these solutions from us on a monthly basis, without having to pay many thousands of pounds in upfront development fees just to get started.

You will be billed in advance each month on your payment date. This is a rolling subscription service and your payment will be taken each month on this date – unless you cancel your service in writing.

Our subscription model is like Netflix’s. If you stop paying, you will no longer be able to access your solutions. In the case of missed payments, your services will be switched off within 7 working days.

Unlike most technology providers, we do not charge an upfront development fee before we start building your products, unless you have requested bespoke services. We start work as soon as we receive your first monthly payment.

Our onboarding process

We will also attach a copy of the onboarding agreement with your welcome email. Any specifics will be outlined there. Any requests you make for additional development work, once agreed, will take place after you have been fully onboarded.

Onboarding payment process

Onboarding is dependent on your continued engagement with us, providing necessary information for us to be able to develop your suite of products as requested, and punctuality paying the monthly subscription. Sometimes onboarding can take longer than anticipated due to additional complexity. If this happens, you will continue paying your agreed monthly subscription until this is resolved. Our continued engagement is dependent on you punctually paying your monthly subscription.

Our Delivery Process

We pride ourselves on the speed and quality of our product delivery. However, to fully deliver your products we rely on receiving certain information from you. We outline what we need from you in a form attached to your welcome email within 24 hours of your first payment, although this is subject to change as onboarding progresses. The more promptly we receive this from you, the quicker we can deliver your products. Our Technical Support team will be in touch to arrange this and will work with you to make this as simple and efficient as possible. Please be prepared to nominate one of your staff who will be our point of contact regarding this information throughout your onboarding.

After receiving the information, we need from you, we endeavour to work towards the following delivery timelines:

• Product Delivery timeframe
• Mobile App (White labelled) 7-12 weeks
• Website (standard)* 2-4 weeks
• Website (premium)* 6-8 weeks
• Website (deluxe)* 7-8 weeks
• 360° Property Viewings 4-7 weeks
• Automated Social Media Integration 2-4 weeks
• Quarterly Inspection Tool 2-4 weeks
• Sales Module 2-4 weeks
• Lettings and Management Module 4-7 weeks
• Data Migration 7-12 weeks

*During the onboarding process we will build your new website for you based on the design discussions we have together. We load up your existing content so as to get you live as quickly as possible. Once the onboarding process is complete, we are more than happy to push through any changes to content that you may also want.

Please Note: Any delay in receiving the information from you will delay the delivery of your products. Your monthly billing date will remain the same irrespective.

Product Interdependencies

Our suite of technology products can largely be used individually. However, some of our products are reliant on other products that we provide for technical reasons. Please see below for which products have interdependencies. If a product is not mentioned below, it can be used individually.

Furthermore, the service we offer requires the website we build for you to be hosted with us. We will liaise with you prior to going live to ask your existing domain name provider host to point your DNS records to your new website once development had been completed.

Data Migration

1. Depending on the package you take with us, if you need our help we can, free of charge, assist you as follows;

• Help you establish your live properties on the various portals plus,
• Help you with your active properties under management. Here we operate opening balances methodology.

If you require all of your historic data to be imported into your new software with us there will be a one-off fee of just £750 plus vat towards the cost of this. This work will be undertaken after your onboarding period with us is complete.

Typically, this can take up to 12 weeks to complete from receipt of a complete data set from your existing provider. In exceptional cases it might take a little longer than this if the formatting is in a very poor state, which on occasion it can be. It’s important to note though, as stated above, that this will be done for you after onboarding.

We may of course also need your support with this from time to time – where we require clarification.

Setting up your new website

1. The quality of the images you use to represent your business are vital. How you position your agency in the marketplace, i.e. your choice of images, is a very personal consideration so we advise you to be heavily involved in this phase.

2. Your site architecture is the framework of your website on which your images and content are sat. There are a number of different architectures for you to choose from. If in the event you have something completely different in mind, something we’ve not seen before, then of course we’d be very happy to do this for you as well.

3. In some instances, there may be an additional charge for this, depending on how extensive the development request is. If you don’t pick one of our sample frameworks there is an additional one-off fee of £300 plus vat to design to your particular requirements.

Managing your emails

Most of our customers have their emails provided by a body separate from their software provider. If your current software provider hosts your emails, you can continue using this mail service and just point an A record to our hosting IP. There is no charge for this.

If you would like to move to Google Suite email service, we can set this up for you. There is an on-going cost attached to do this for us. For this reason, there is a £10 fee per month plus vat for each email address you need us to set up for you.

SSL Certificates

Our websites are built within an HTTPS framework, instead of HTTP. The S stands for secure, meaning that your website will have enhanced security. All communications between your website and the browser are therefore securely encrypted.

We will provide you with HTTPS encryption and certification as standard to ensure your website is as secure as possible.  The annual cost of your HTTPS encryption, certification and our maintenance thereof is £148.50 plus vat. Your first year’s HTTPS encryption, certification and maintenance is covered by us to help you get started. From year 2 onwards, you will be liable for this annual charge. Payment will automatically be debited to your card details held on file with us.

White labelled Mobile app annual renewal fees

We charge a small annual fee to maintain your own branded apps in the Google Play and the Apple App Store. In year 1 we cover this for you to help you get started. From year 2 onwards Payment will automatically be debited to your card details held on file with us.

Google Play - £125, App Store - £150. Both figures are plus vat.

This covers the Google Play and Apple App store annual fees plus an administration charge towards the cost of our maintaining your apps in the respective app stores and liaising with them on your behalf.

Training

Training on the platform is complimentary for all current staff plus future staff members. Once booked in though, failure to attend, or cancelling with less than 24 hours’ notice, will result in a one-off change of £20 plus vat per session.

Ongoing relationships with third-parties

After your initial set up, you need to be responsible for managing any of your ongoing relationships with third-parties, like Google for example.

General Data Protection Regulations (GDPR)

Data Protection

As your technology provider, we will need to handle your data in order to get your products fully operational. Aside from automating your property feeds to the specific third-party sites you request in your sign-up form (for example, Rightmove, Zoopla etc.) - we will never pass on your data to third-parties (without your written permission).

We will only use your personal data to administer your account and to provide the products and services you have requested from us. We will only retain your personal data in our systems for as long as it is reasonable and necessary to effectively provide your purchased products, according to the GDPR.

By using our services, you warrant that you have the right to use any content that you provide for use on your websites or other products. This can include, but is not limited to, images, videos, logos, written content and html code. We will only use your content for use with the products that you have purchased from us. By sending us content you are expressly confirming that GNB Property, Software Solutions Ltd have the rights to use said content. By agreeing to our Terms, you give us permission to use sample work we develop for you within our marketing materials.

Consent and communication preferences

Under the new regulations, your clients now need to proactively ‘opt-in’ to receive your communications. We have created a welcome email which is automatically sent to your new clients through your Agency Management Console. This invites them to ‘opt-in’ to receive your communications and allows them to set their communication preferences. Users can then update their preferences at any time by logging into your website.

They can also set a date when they want to stop receiving communications from you – again, this is a requirement under the new regulations. If they don’t set this, it will automatically show for one year’s time.

You will be able to see in your Agency Management Console which of your applicants have opted in. For your rental applicants, this is shown in your Lettings and Management section under applicants. Selecting an applicant will show whether they’ve opted-in, and when they set their expiry date for. For sales applicants, this is shown in your sales section under applicants.

Delete data requests

Your users can also request that you delete their data. This is done from the same communication preferences form referred to above and again is a requirement under the new regulations. Any such requests will be visible to you in your Agency Management Console by selecting ‘clients – delete requests’. Your clicking the delete icon will then permanently delete their information.

Subject Access Requests

We will handle any Subject Access Requests from our customers within 30 days of receipt. We will not make any charges, unless the request is deemed unfounded or excessive.

Payment Process

Our payments are carried out through a secure and verified payment gateway. Our websites and platforms do not retain any of your personal data which is entered during your payment.

Data Breaches

Our software and systems are extremely secure and have passed extensive third-party Penetration (PEN) Testing. We also have effective procedures in place to detect, report and investigate a personal data breach, should it arise. However, in the highly unlikely event that we suffer a personal data breach, we will report this to all of our customers, and the ICO when appropriate, within 72 hours.

Right to be Forgotten

If there is no compelling reason for the continued processing of your personal data you have the ‘right to be forgotten’ We have mechanisms in place to delete all specific customer data if required, subject to any legal requirements.

Please note: All our customers need to ensure that they are compliant with GDPR, and that they use their data on our software responsibly.

Raising tickets for additional work

You can raise tickets to request additional work through the support section of your Agency Management Console. We will assess your request and update you with a delivery timeframe as soon as possible. Usually, this will be within 24 hours.

Many requests are carried out for free, dependent on any development package allowance you might have purchased from us.

Please note: For more time-consuming, or involved items, we will get back to you with a quote, as well as a delivery timeframe. On rare occasions there may be some ticket requests which we won’t be able to carry out. If yours is one of these, we will of course let you know. Once any development allowance you’ve purchased from us has been used up, our billing rate is a straight £25ph plus vat.

When raising tickets please be as specific, detailed and accurate as possible as this will make it easier and quicker for us to deliver your requirement. If possible, please add a screenshot or a link to an example to show us exactly what you mean.

Please flag if your ticket is business critical, and we will call you as soon as possible to discuss it. All tickets must be raised in writing through your Agency Management Console.

Please note: You are purchasing the system with its current capabilities. Any agreed development work will be completed after your onboarding, according to the delivery timeframe agreed.

Your subscription package price point

Your agreed subscription package price point is based on maintaining a current direct debit mandate with us. For the first two years, your package price is fixed and then, any annual increases, will be based on the prevailing Consumer Price Index. In the event that your direct debit fails and is not then immediately reinstated your preferential package terms will be lost. You will then automatically be placed on standard default terms when establishing a new mandate. Any outstanding amount shown as owing will then be based on standard default terms.

Cancelling your subscription

We do not lock our customers into long-term contracts. If you want to cancel your subscription, you can do so at any point by providing one month’s written notice. You will then be billed one final payment thereafter, after which your subscription will end.We will deactivate all of your products with us within 30 days of receiving your written cancellation. We will return your base data to you or pass it onto your new provider at your request. There is a one-off fee of £225 plus vat, payable in advance for doing this. This covers the admin resource for our developers to carry out the required data analysis and formatting to ensure it is readily usable for you or your provider.

If you choose to cancel your subscription, we will delete all of your personal data from our systems within 60 days.

Links to other websites

Parts of our services may contain links to third-party websites or services (for e.g. Google Places) that are not owned or controlled by GNB Property, Software Solutions Ltd.

GNB Property, Software Solutions Ltd has no control over, and assumes no responsibility for, the content, privacy policies, or practices of any third-party websites or services. You further acknowledge and agree that GNB Property, Software Solutions Ltd shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with use of or reliance on any such content, goods or services available on or through any such web sites or services.

Changes

We reserve the right, at our sole discretion, to modify or replace these Terms at any time. If a revision is material, we will try to provide at least a 30 days' notice period before any new terms take effect. What constitutes a material change will be determined at our sole discretion.

System outage

We have multiple servers, such as Amazon web servers, to mitigate the risk of server or system failure. In the very unlikely event that any of our servers or systems were to fail, we will work to resolve this urgently to minimise any down-time. As a condition of use, we do not accept liability for any third-party system outage.

Contact Us

We are constantly enhancing our products and are responsive to customer feedback. If you have any feedback on our products, or have any questions about these Terms, please contact us on the below details.