These terms of service ("terms") govern your access to and use of the Defectly website and platform. By creating an account or using Defectly you agree to these terms. If you are using Defectly on behalf of an organisation, you confirm you have authority to bind that organisation, and "you" refers to it.
Who we are
Defectly Ltd is a company registered in England and Wales (company number 16764636) with its registered office at 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.
You can contact us at [email protected].
The service
Defectly is a property defect management platform that lets property owners, landlords, tenants, builders, developers, and agents log, track, and resolve property defects, and that connects them with contractors through a directory, quoting, and assignment workflow.
Your account
You must provide accurate information when registering and keep it up to date.
You are responsible for keeping your login credentials secure and for all activity under your account. We strongly recommend enabling two-factor authentication, which the platform supports.
You must be at least 18 years old to create an account.
Plans, billing, and cancellation
Paid plans are billed in advance by card through our payment provider, Stripe, or by invoice where agreed. Prices and plan limits are shown on our pricing page.
Subscriptions renew automatically at the end of each billing period until cancelled. You can cancel at any time from your account settings, and cancellation takes effect at the end of the current billing period. Except as set out in "Consumer cancellation rights" below, we do not give pro-rata refunds for partial billing periods, although we may do so at our discretion in individual cases.
If we change prices, we will give you at least 30 days' notice before the change applies to your subscription.
Where a free plan or trial is offered, we may apply usage limits as described on the pricing page.
Consumer cancellation rights (14-day cooling-off)
If you are a consumer (an individual acting wholly or mainly outside your trade, business, craft, or profession), the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a paid subscription within 14 days of purchase without giving a reason.
To cancel, email [email protected] within 14 days of starting your paid subscription, or use any cancellation option in your account settings. You may, but do not have to, use the model cancellation wording: "I hereby give notice that I cancel my contract for the supply of the Defectly subscription service, ordered on [date], name [name], email [email]."
If you asked us to start providing the service during the 14-day period (which happens automatically when your subscription activates immediately), we will refund the price minus an amount proportionate to the service already provided up to the point you told us you wished to cancel.
Refunds are made within 14 days of your cancellation, using the same payment method you used.
This section does not affect your other statutory rights, including your rights under the Consumer Rights Act 2015 to a service performed with reasonable care and skill. If you are a business customer, this section does not apply to you.
Acceptable use
You agree to use Defectly only for lawful purposes. You must not:
Use the platform to harass, threaten, defame, or discriminate against any person.
Upload content that is unlawful, infringes another person's rights, or contains malware.
Post reviews that are fake, misleading, incentivised without disclosure, or written about yourself or your own business.
Attempt to gain unauthorised access to the platform, other users' data, or our infrastructure, or to probe, scan, or test its security without our written permission.
Scrape, bulk-extract, or resell data from the platform, including directory data, without our written permission.
Misrepresent your identity, qualifications, accreditations, or verification status.
We may suspend or terminate accounts that breach these terms.
Your content
You retain ownership of the content you upload to Defectly, including defect reports, photographs, and documents. You grant us a licence to host, process, display, and transmit that content as needed to operate the service, including sharing it with the other parties involved in a defect (for example, the contractor assigned to it). You are responsible for ensuring you have the right to upload the content you submit and that it is accurate.
Contractors and the directory
Defectly is a platform, not a contractor, agent, or party to any agreement between customers and contractors. Any contract for work is made directly between the customer and the contractor.
We do not guarantee the quality, safety, legality, or completion of any work, or the accuracy of any quote, review, or profile.
Verification badges indicate that a contractor has completed our verification checks; they are not an endorsement, guarantee, or warranty of the contractor or their work.
Reviews must reflect genuine experiences. We may moderate, withhold, or remove reviews in line with our policies, and we operate a dispute process for contested reviews.
Directory data from public registers
Some directory profiles are created from public register data published by Companies House, used under the Open Government Licence v3.0. This data is provided "as is" from the public register and may contain errors; we are not responsible for inaccuracies in the register. If a profile relates to your business, you can claim it through our verification process and manage the information it displays. Contains public sector information licensed under the Open Government Licence v3.0.
Intellectual property
The Defectly platform, including its software, design, branding, and content we create, is owned by Defectly Ltd or its licensors and is protected by intellectual property laws. We grant you a limited, non-exclusive, non-transferable right to use the platform in accordance with these terms and your plan. You must not copy, modify, or create derivative works of the platform, or reverse engineer it except where the law permits.
Availability and changes
We aim to keep Defectly available at all times, but we do not guarantee uninterrupted availability. We may carry out maintenance, and we may change or improve features over time. If we discontinue a material feature of a paid plan, we will give you reasonable notice.
Liability
Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot be excluded by law. If you are a consumer, nothing in these terms affects your statutory rights.
Subject to the above: we are not liable for losses arising from contracts between customers and contractors, from content uploaded by users, or from public register data; we are not liable for indirect or consequential losses, loss of profit, or loss of business; and our total liability to you in connection with the service in any 12-month period is limited to the fees you paid to us in that period (or 100 pounds, if greater).
Termination
You may close your account at any time. We may suspend or terminate your access if you materially breach these terms, if required by law, or if we discontinue the service (in which case we will give you reasonable notice and a means to export your data). Sections that by their nature should survive termination, including liability and intellectual property provisions, will survive.
Data protection
Our collection and use of personal data is described in our privacy policy, and our use of cookies and similar technologies in our cookie policy. Where you upload personal data about other people (for example, a tenant's contact details), you confirm you are entitled to share it with us for these purposes.
General
These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, except that consumers resident elsewhere in the UK or Ireland may rely on the protections and courts of their home country. If any provision of these terms is found unenforceable, the rest remain in effect. These terms, together with the privacy and cookie policies, are the entire agreement between us regarding the service.
Changes to these terms
We may update these terms from time to time. If we make material changes we will give you at least 30 days' notice by email or through the platform. Continuing to use Defectly after changes take effect means you accept the updated terms.
Contact us
Questions about these terms: [email protected], or write to Defectly Ltd, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom.