Introduction
These Terms and Conditions govern the supply of property marketing services by LuxLens, a trading name of HYLUX LIMITED (Company Number: 14836376, VAT Number: 488767804).
By accessing this website, placing a booking, or using any LuxLens services, you confirm that you have read, understood, and agree to be bound by these Terms together with our Privacy Policy. These Terms apply to all clients, including estate agents, property owners, landlords, and any individual or organisation acting on behalf of a property owner.
LuxLens reserves the right to update or amend these Terms from time to time. The version in force at the time a booking is made will apply to that booking.
Definitions
For the purposes of these Terms, Client refers to the individual or organisation placing the booking or requesting services. Property refers to the address at which services are carried out. Services refers to any photography, videography, EPC assessments, drone media, floor plans, 360 tours, or related property marketing services provided by LuxLens.
Bookings and Instructions
Bookings may be made via our online booking system at https://order.luxlens.co.uk or via email, WhatsApp, or telephone.
The Client is responsible for ensuring that all information provided at the time of booking is complete, accurate, and correct. This includes property address, access arrangements, services requested, property type, and property size. LuxLens relies on this information to schedule visits, allocate resources, and calculate pricing.
Booking confirmations will be issued by LuxLens. It is the Client’s responsibility to review all details and notify LuxLens promptly if any information is incorrect. LuxLens accepts no responsibility for errors or delays caused by inaccurate or incomplete information supplied by the Client.
Pricing and Property Size Accuracy
All pricing is based on the information supplied by the Client at the time of booking.
Where the stated property size or other booking details are found to differ materially from the actual property as observed or measured on site, LuxLens reserves the right to correct the booking details and apply the appropriate pricing for the property and services provided. This includes situations where a property is significantly larger than declared.
Any pricing adjustment will reflect LuxLens’ standard pricing for the correct property size and service level. Continued use of the delivered media or services following notification of a pricing adjustment constitutes acceptance of the revised pricing.
Property Preparation and Access
The Client is responsible for ensuring that the property is clean, presentable, and ready at the scheduled appointment time. This includes completing all cleaning, tidying, staging, and securing pets prior to arrival.
Properties will be photographed and assessed as presented upon arrival. LuxLens is not responsible for the visual outcome of media where the property has not been adequately prepared.
The Client must ensure safe, full, and unrestricted access to the property at the agreed time. If access is denied, delayed, or restricted in a way that prevents completion of the Services, LuxLens reserves the right to charge the booking in full.
Any additional visits required due to lack of readiness, access issues, or Client-related delays may incur additional charges.
For EPC services, all areas of the property must be accessible and all utilities must be available at the time of assessment. LuxLens cannot be held responsible for EPC delays or limitations caused by restricted access or unavailable information.
Cancellations and Rescheduling
Cancellations or rescheduling requests made less than 24 hours before the scheduled appointment time will incur a cancellation fee equal to 50 percent of the booking value.
LuxLens reserves the right to reschedule or cancel appointments where necessary due to circumstances beyond its control, including illness, adverse weather conditions, airspace restrictions, equipment failure, or safety considerations.
Payment Terms
New clients are required to make payment upon delivery of completed media unless otherwise agreed in writing.
Regular clients may be invoiced monthly at LuxLens’ discretion. Invoices are issued at the end of each calendar month and must be paid within 14 days of the invoice date.
LuxLens reserves the right to pause, suspend, or refuse future bookings where invoices remain unpaid beyond agreed terms. All prices are exclusive of VAT unless stated otherwise.
Delivery Times
All delivery times are estimates only and are not guaranteed unless expressly agreed in writing.
Typical delivery times are photography, floor plans, and EPCs within 24 hours. Video and 360 tours are typically delivered within 24 hours but may take up to 48 hours.
Delivery times may be affected by factors outside LuxLens’ control, including access restrictions, inaccurate or incomplete information, weather conditions, technical issues, or third-party systems. LuxLens accepts no liability for loss or inconvenience arising from delays within these timeframes.
Hosting and Storage
All photos and video content are hosted for 30 days from the date of delivery, after which they may be removed from LuxLens systems.
360 tours are hosted for 12 months from the date of the property visit.
Extended hosting beyond these periods may be available subject to additional charges. It is the Client’s responsibility to download and securely store all delivered media within the hosting period. LuxLens is not responsible for loss of access once hosting has expired.
Ownership and Usage Rights
All media created by LuxLens remains the exclusive copyright of LuxLens unless otherwise agreed in writing.
The Client is granted a non-exclusive, non-transferable licence to use the media solely for marketing and promoting the specific property and the Client’s own business. Media may not be sold, transferred, reused for other properties, or supplied to third parties without prior written consent from LuxLens.
LuxLens reserves the right to use all media for portfolio, promotional, website, and marketing purposes.
Third-Party Listings
The Client may authorise standard property portals and listing platforms to display the media solely for the purpose of marketing the property while it is actively listed. This authorisation ends automatically once the property is no longer being marketed.
EPC Services
EPC assessments are carried out in accordance with current UK legislation and lodged on the official government register.
EPC accuracy depends on access to the property and information available at the time of assessment. LuxLens accepts no liability for changes made to the property after the assessment. Reassessments require a new booking and will be charged accordingly.
Drone Services
Drone services are subject to weather conditions, airspace restrictions, and compliance with Civil Aviation Authority regulations. LuxLens reserves the right to amend or cancel drone operations where safety or legal compliance cannot be assured.
Marketing Disclaimer
All media is produced for marketing purposes only. LuxLens does not guarantee property sale outcomes, enquiry levels, valuations, or marketing performance. Delivery times and media quality do not constitute a warranty or condition of this Agreement.
Issues and Corrections
Any issues or concerns must be raised promptly following delivery and before the media is edited or altered by third parties. Where an issue is shown to be the result of LuxLens’ error, reasonable corrective action will be taken. Subjective dissatisfaction alone does not constitute a fault.
Limitation of Liability
LuxLens shall not be liable for any indirect or consequential loss, including loss of profit, loss of sales, loss of business opportunity, or reputational damage. LuxLens’ total liability under these Terms is limited to the fees paid for the relevant services.
Authority and Indemnity
The Client confirms they have authority from the property owner and any occupants to permit photography, videography, drone operations, and EPC assessments. The Client agrees to indemnify and hold LuxLens harmless against any claims arising from a lack of authority or permission.
Data Protection
LuxLens processes personal data in accordance with UK GDPR and the Data Protection Act 2018. Further details are available in our Privacy Policy.
Governing Law
These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.