Cohab Terms and Conditions
These terms and conditions were last updated on 10th of March 2025.
Before accessing or using the Cohab platform and associated documentation ("the Services"), you should carefully read these terms and conditions.
These terms and conditions (Agreement) apply to individuals and landlords using our services, software, technology and website (Services). Our Services support Landlords (meaning individuals or business operating a business where they offer residential properties for rent to individuals) and Individuals (meaning individuals who are interested in renting a property from a Landlord) in relation to the renting of residential property.
This Agreement is a legal agreement between you (the User or you) and Cohab Ltd, a private limited company incorporated and registered in England and Wales with company number 14965205 whose registered office is at 85 Warriner Gardens, London, England, SW11 4XW (Cohab, us or we). Unless expressly stated, all of these terms and conditions will apply to you.
You should also read our Privacy Policy, which explains what personal data we will collect from you and how we will use.
If you have any questions or if you need to contact us please email us at support@cohab.co.uk. If we need to contact you, we will do so using the contact information which you have provided to us.
By clicking on the "Accept" button, or by otherwise accessing or using our Services, you are agreeing to be legally bound by the terms of this Agreement. If you do not agree to the terms of this Agreement you are not permitted to use our Services.
You should print a copy of this Agreement for future reference.
1. ACCESS TO AND USE OF OUR SERVICES
1.1. If you want to use our Services you must register for an account with us. In registering for an account you:
1.1.1. Confirm that you are aged at least 16 years old;
1.1.2. Will ensure that all information you provide to us and/or upload to the Services is complete and accurate and you confirm that you are allowed to share the information with us;
1.1.3. Where you are a Landlord renting a property, you confirm that you are the owner of the property or have otherwise all required consents and permissions to enter into and perform this Agreement.
1.2. In return for you agreeing to abide by the terms of this Agreement, we grant you a non-exclusive, non-transferable right to access and use the Services on the terms of this Agreement. You may access and use the Services solely for your individual use and provided you comply with the restrictions set out at clause 6 below.
1.3. You agree to access and use the Services in accordance with all applicable laws.
1.4. You will:
1.4.1. Provide us with:
1.4.1.1. all necessary co-operation in relation to this Agreement; and
1.4.1.2. all necessary access to such information as we may reasonably require.
In order for us to provide the Services.
1.4.2. Without affecting any other obligations under this Agreement, comply with all applicable laws with respect to your activities under this Agreement and in respect of any accommodation which you rent, lease or make available for rent/lease;
1.4.3. carry out all other obligations in a timely and efficient manner;
1.4.4. inform us as soon as possible if your contact details change;
1.4.5. at all times to act in good faith towards us.
2. ADDITIONAL TERMS RELATING TO INDIVIDUALS (I.E. TENANTS OR POTENTIAL TENANTS) ONLY
2.1. Subject to your agreeing to the terms of this Agreement, our Services support Individuals and Landlords with various property management services and support, as detailed on our website. This might include, for example, us carrying out pre-tenancy checks and authorisations on Individuals on behalf of the Landlord, us making copies of any tenancy documentation which Individuals agree with a Landlord available in your account, and the facilitation of any payments which Individuals are required to make to the Landlord.
2.2. As part of the process for accessing our Services, if you are an Individual who wishes to use our Services and/or rent a property from a Landlord, we will ask you to provide certain information to us so that we (for and on behalf of the Landlord) can verify your identity and run a Know Your Customer check (KYC check) as part of our verification process and to confirm if you have a right to reside in the UK. We reserve the right to carry out additional verification checks as and when we consider these are necessary. Full details of what information we require for our verification process is available on our website and it will also be explained as part of accessing the Services.
2.3. If you fail any identity checks, KYC checks, or other verification checks, you may not be able to use or to continue to use our Services unless and until you do pass the relevant checks.
2.4. If we determine, in our sole discretion, that any information provided by you is false, incomplete, misleading or illegal, we reserve the right to claim any and all costs and expenses which we suffer as a result from you and we may terminate our Agreement with immediate effect.
2.5. Clause 13 sets out details of your rights to cancel this Agreement if you have changed your mind. Please read it carefully.
3. ADDITIONAL TERMS RELATING TO LANDLORDS ONLY
3.1. Subject to your agreeing to the terms of this Agreement, our Services support Individuals and Landlords with various property management services and support, as detailed on our website. This might include, for example, supporting the advertisement of the residential property on our website and/or on third party websites; carrying out pre-authorisation checks with potential tenants on your behalf; us making copies of any tenancy documentation which you agree with an Individuals available in your account, and the facilitation of any payments which you are required to make in relation to the tenancy or which you are due to receive from an Individual in connection with a tenancy.
3.2. As part of the process for accessing and/or using our Services we will ask you to provide certain information to us,
3.2.1. so that we can verify your identity and run a Know Your Customer check (KYC check) as part of our verification process. We reserve the right to carry out additional verification checks as and when we consider these are necessary. Full details of what information we require for our verification process is available on our website and it will also be explained as part of accessing the Services; and
3.2.2. relating to the residential property you are looking to let and the details of the key terms of the tenancy agreement which you hope to put in place in relation to the property; and
you warrant that all such information you supply to us will be honest, accurate, complete and genuine. If we determine, in our sole discretion, that the information provided by you is false, incomplete, misleading or illegal, we may terminate this Agreement with immediate effect.
3.3. If you fail any identity checks, KYC checks, or other verification checks, you may not be able to use or to continue to use our Services unless and until you do pass the relevant checks.
3.4. From time to time, we may send you updates on compliance and our automated system will provide you with basic reminders regarding compliance documents you should be aware of as a Landlord. However, you acknowledge and accept that our system is not guaranteed to be 100% exhaustive and may not cover all compliance obligations applicable to your property or your duties as a Landlord. You remain solely responsible for keeping up to date with, understanding, and complying with all applicable laws and regulations relating to your work as a Landlord and any tenancy agreement you enter into with a tenant
3.5. Where you provide information or data to us, or to third parties, through using our Services (for example information relating to the property of which you are the Landlord, or the terms and conditions of any proposed tenancy) such information or data is defined as Customer Content. Customer Content excludes personal data (such as your name or contact details).
3.6. In sharing any Customer Content through the Services in this way, you represent and warrant that:
3.6.1. The Customer Content is, to the best of your knowledge and belief, complete, accurate and not in any way misleading; and
3.6.2. you have all necessary rights and permissions to share the Customer Content for us to perform the Services.
3.7. You acknowledge and agree that the responsibility for conducting and maintaining compliance with all applicable Right to Rent checks under UK law remains solely with you, and we assume no liability for any failure to do so.
3.8. You are solely and fully responsible for the content of any of the Customer Content that you share through the Services, including any errors, omissions or inaccuracies contained therein. We shall have no liability to you or any other person for the content of the Customer Content.
3.9. In the event of any loss or damage to Customer Content, your sole and exclusive remedy against us shall be for us to use reasonable commercial endeavours to restore the lost or damaged Customer Content from the latest back-up of such Customer Content maintained by us. We shall not be responsible for any loss, destruction, alteration or disclosure of Customer Content caused by any third party (except those third parties sub-contracted by us to perform services related to Customer Content maintenance and back-up for which it shall remain liable).
3.10. You will defend, indemnify and hold us harmless us against claims, actions, proceedings, losses, damages, expenses and costs (including without limitation court costs and reasonable legal fees) arising out of or in connection with any third party claims against us relating to or arising out of your Customer Content.
4. WE ARE NOT RESPONSIBLE FOR ANY LANDLORD AND TENANT TERMS OR DISPUTES
4.1. You acknowledge and accept that any tenancy agreement (or any related agreement or terms) or any tenancy relating to the rental of a property between a Landlord and the Individual(s) is a legal agreement between the Landlord and the Individual(s).
4.2. You acknowledge and accept that we have no responsibility for or liability for any tenancy agreement (or any related agreement or terms) or tenancy which exist between a Landlord and the Individual(s).
4.3. If a dispute arises between a Landlord and the Individual(s) relating to a tenancy agreement (or any related agreement or terms) or tenancy, we will use our reasonable endeavours to support and facilitate discussions between the parties, but you understand and agree that we are not responsible for claims arising out of or in connection with any such dispute.
5. THIRD PARTY SERVICES AND INFORMATION PROVIDERS
5.1. Where the Services enable or assist you to access a third party's website, or purchase products and services from third parties ((such as Zoopla, for example), you do so at your own risk and it is your responsibility to read any applicable terms and conditions and privacy documents provided by such party. We have no liability or obligation in relation to the content, products or services of any third party.
5.2. Where you access or use any third party sites or resources you do so at your own risk and we have no liability to you in relation to this. You are responsible for reading and complying with any terms and conditions which apply to such third party resources and for paying any additional fees which might apply.
5.3. You agree to indemnify us in relation to any claims or disputes brought against us by a third party service provider or information provider resulting from or relating to your use of their website, services or information.
6. RESTRICTIONS
6.1. You must keep all login details (including usernames and passwords) and account credentials for the Services secure and confidential and must not disclose them to any unauthorised third party. You shall be solely responsible for all activities that occur whilst your account details are being used.
6.2. You shall not access, store, publish, distribute, share or transmit any viruses or any data, material or information during the course of your use of the Services that:
6.2.1. is unlawful, harmful, threatening, defamatory, obscene, infringing, confidential, libellous, harassing, hateful or racially or ethnically offensive;
6.2.2. facilitates illegal activity;
6.2.3. depicts sexually explicit images;
6.2.4. promotes unlawful violence;
6.2.5. is discriminatory based on race, gender, colour, religious belief, sexual orientation, disability; or
6.2.6. is otherwise illegal or might constitute a criminal or civil offence or causes damage or injury to any person or property;
and we reserve the right, without liability or prejudice to its other rights to you, to disable your access to any material that breaches the provisions of this clause.
6.3. Except as expressly set out in this Agreement or as permitted by any local law, you must:
6.3.1. not to attempt to or copy, modify, duplicate, create derivative works from, frame, mirror, republish, download, display, transmit, or distribute all or any portion of the Services in any form or media or by any means;
6.3.2. not to attempt to de-compile, reverse compile, disassemble, jailbreak, reconstitute, reverse engineer or otherwise reduce to human-perceivable or machine-readable form all or any part of the Services;
6.3.3. not to access all or any part of the Services in order to learn how to, or to build, bootstrap or derive a product or service which competes with the Services;
6.3.4. not to attempt to obtain, or assist third parties in obtaining, access to the Services, other than as provided under this clause 6;
6.3.5. not to introduce, or permit the introduction of, any virus or vulnerabilities into Cohab's network and information systems;
6.3.6. to supervise and control use of the Services and ensure that the Services is used by your employees and representatives in accordance with the terms of this Agreement; and
6.3.7. to comply with all applicable technology control or export laws and regulations.
6.4. You shall use all reasonable endeavours to prevent any unauthorised access to, or use of, the Services and, in the event of any such unauthorised access or use, you shall promptly notify us.
6.5. Subject to clause 6.6, we shall use commercially reasonable endeavours to make the Services available 24 hours a day, seven days a week, except for maintenance for which we will use reasonable endeavours to give you notice in advance.
6.6. You understand that our Services might not be available if you use old or out of date software and that you are responsible for keeping your software up to date and for ensuring internet connectivity to the Services from your users. Please let us know if you have any questions about the standard requirements for accessing our Services.
7. FEES
7.1. Details of any applicable fees and charges are set out on our website. You agree to pay our fees and charges as and when they become due (as stated on our website).
7.2. All sums payable are exclusive of VAT or other applicable sales tax (unless otherwise stated), which shall be payable in addition where VAT or other applicable sales tax is chargeable and shall be paid in full without any deductions (including deductions in respect of items such as income, corporation, or other taxes, charges and/or duties) except where you are required by law to deduct withholding tax.
7.3. Our fees are payable in addition to any other fees which might be levied by your bank or payment card provider, or by a third party where you use our Services to access a third party's site. You are responsible for the payment of all applicable fees and charges relating to any payments which you make through our Services.
8. PAYMENTS
General
8.1. Depending on what you are purchasing, you may be able to pay by credit card, bank transfer and/or direct debit. The payment options available to you will be clearly displayed on our website.
8.2. Where required, you will provide us with valid, up-to-date and complete credit card details and you authorise us to bill such credit card on the first payment due date and (where applicable) on each subsequent payment due date where a recurring fee is due to us (Continuous Payment Authority).
8.3. Where you set up a direct debit, you will provide us with all necessary bank account information and authorisations required to create the direct debit. You authorise us to automatically take payments from the specified account on the payment due dates notified to you.
8.4. If you cancel a direct debit or Continuous Payment Authority and we are unable to take payment from you on the due date, we will charge you our costs and expenses incurred in collecting the debt from you.
8.5. You understand and agree that we have no control over the timelines which might be applied by your bank (whether you are the customer or the business operator) or the payment services provider when making and receiving payments through using our Services, and that it is your responsibility to ensure you make payments in sufficient time. You agree that we are not responsible if you fail to make a payment on time.
8.6. We may refuse to process a payment where we reasonably believe it is fraudulent, illegal or unauthorised, we will work with the payments services provider and comply with its terms and conditions when making such an assessment.
8.7. Your account will be denominated in pounds sterling (GBP). If your payment card or bank account is denominated in a currency other than pounds sterling (GBP) your card issuer will determine what currency exchange rate applies to the transaction for you to make a payment in pounds sterling (GBP). If any refunds are owed to you and you have paid using a non-pounds sterling (GBP) payment card the payment amount will be converted into the currency of the destination account using an exchange rate determined at the time the refund is processed by the relevant third party payments provider (see the third party payment providers terms and conditions for further information).
Payments between Individuals and Landlords
8.8. We act as your agent where you wish to make a payment to a Landlord (where you are an individual) or to an Individual (where you are a Landlord).
8.9. We hold any Landlord monies (i.e. money owed to the Landlord) in a client account at a Class A Bank protected by the Tenancy Deposit Client Money Protection Scheme, governed by the RICS Client Money Protection. We will account to the Landlord each month and pay to the Landlord the net rental income after deducting any applicable fees and costs. We will maintain a float that is agreed with the Landlord for meeting expenditure and costs in the running and maintaining the applicable rental property.
8.10. Where you are paying an Individual (if you are a Landlord) or a Landlord (where you are an Individual), you are responsible for checking that the payment details for the Individual or Landlord which you are paying match the details provided to you. We may suspend or cancel payments if the details do not match.
8.11. If you believe you have made a payment to us acting as agent for a Landlord (e.g. you are an Individual who has made a payment for us to distribute to the Landlord, such a rent) in error or that an unauthorised payment has been made, please contact the Landlord first to try to resolve the issue. We also recommend that you contact the payments services provider to discuss the error or the unauthorised payment and seek to resolve it with them in accordance with their terms and conditions.
Payments due to us
8.12. If you believe you have paid us in error or that an unauthorised payment has been made, please contact us to discuss this. We reserve the right to contact the payments services provider to help resolve the issue, and you understand that we may not be able to recover any monies which are outside of our reasonable control.
8.13. If we're unable to collect any payment you owe us:
8.13.1. We reserve the right to disable your password, account and access to all or part of the Services while the payment remains unpaid; and/or
8.13.2. we charge interest on the overdue amount at the rate of 4% a year above the Bank of England base rate from time to time (and at a rate of 4% a year where the base rate is zero). This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
9. SERVICE AVAILABILITY
9.1. We may update and make changes to the Services from time to time.
9.2. We do not guarantee that the Services, or any content on it, will always be available, uninterrupted or error free and accepts no liability in this regard. We may suspend or withdraw or restrict the availability of all or any part of the Services for business and operational reasons.
10. ACCESS TO AND USE OF THE SERVICES
10.1. You accept that you are solely responsible for ensuring that your computer system, telecommunications services and any other equipment meet all relevant technical requirements to use the Services and are compatible with the Services.
10.2. You agree not to use the Services, or any information or material made available by or to you through or in connection with the Services, in any improper or unlawful manner or in breach of any rule, regulation, legislation or license that applies to you.
10.3. Without limiting any of the foregoing, you agree that when using the Services you will not:
10.3.1. upload or share information or files that contain software or other material which are the intellectual property rights of any third party, or which are protected by rights of privacy or publicity of any third party without having received all necessary consents;
10.3.2. upload or share information or files that contain viruses, corrupted files, or any other software or programs that may interfere with or damage the operation of the Services or any other computer;
10.3.3. promote any activity that is illegal;
10.3.4. do or omit to do anything that, in our opinion:
10.3.4.1. damages or is likely to damage Cohab's reputation or the reputation of the Services;
10.3.4.2. damages or puts at risk any other users of the Services; or
10.3.4.3. materially prejudices Cohab or the Services;
10.3.5. use the Services in any unlawful manner, for any unlawful purpose, or in any manner inconsistent with this Agreement, or act fraudulently or maliciously, for example, by hacking into or inserting malicious code, such as viruses, or harmful data, into the Services or any operating system; or
10.3.6. use the Services in a way that could damage, disable, overburden, impair or compromise Cohab's systems or security or interfere with other users.
10.4. You agree to comply with all reasonable instructions that we may give you regarding your use of the Services.
10.5. We are not responsible for websites that we link to where the Services contains links to other sites and resources provided by third parties. These links are provided for your information only. Such links should not be interpreted as approval by Cohab of those linked websites or information you may obtain from them. We have no control over the contents of those sites or resources.
11. INTELLECTUAL PROPERTY RIGHTS
11.1. You acknowledge that all intellectual property rights in the Services anywhere in the world belong to or are licensed to Cohab, that rights in the Services are licensed (not sold) to you, and that you have no rights in, or to, the Services other than the right to use them in accordance with the terms of this Agreement.
11.2. You grant us a non-exclusive, royalty-free perpetual, irrevocable worldwide licence, with no end date, for Cohab to (i) access, view, use, store, modify, combine and aggregate the Usage Data (meaning any usage and statistical data relating to your use of the Services), for any purpose and in any way whatsoever, and (ii) use the Usage Data to create Derived Data (meaning any data which has been combined or aggregated (wholly or in part) with other data or information or adapted such that it cannot be identified as originating or deriving directly from the original data and cannot be reverse-engineered such that it can be so identified).
11.3. We own all intellectual property rights in the Derived Data and you acknowledge that you have no rights in relation to the Derived Data.
12. COHAB'S OBLIGATIONS
12.1. In addition to any consumer rights which you might have if you are an Individual (not a Landlord), we will use our reasonable endeavours to perform the Services substantially in accordance with any description we provide to you. We will use reasonable commercial efforts to correct any non-conformance promptly, and this is your sole and exclusive remedy for any such issue.
12.2. If the Services to not substantially conform to our descriptions, we are not responsible where this is due to your use of the Services in breach of our instructions or if you, or someone acting on your behalf, modifies or alters the Services.
12.3. Please note that we do not warrant that:
12.3.1. Your use of the Services will be uninterrupted or error-free; or
12.3.2. that the Services or the information you obtain through the Services will meet your requirements; or
12.3.3. the Services are free from vulnerabilities or viruses.
12.4. Cohab is not responsible for any delays, delivery failures, or any other loss or damage resulting from the transfer of data over communications networks and facilities, including the internet, and you understand that the Services may be subject to limitations, delays and other problems inherent in the use of such communications facilities.
13. CANCELLATION BY INDIVIDUALS (I.E. POTENTIAL TENANTS AND TENANTS, BUT NOT LANDLORDS)
13.1. This clause does not apply to Landlords.
13.2. An Individual has the right to cancel this Agreement within 14 days from the date you signed up to access and use the Services (the "Cooling Off Period"). If you wish to cancel our Agreement during the Cooling Off Period you must let us know by emailing us on support@cohab.co.uk and you confirm that you will also let your Landlord know that you have cancelled with us. Once you cancel, we will issue a pro rata refund of the Fees relating to the period covering the date you request the cancellation to the end of the subscription period you have paid for. Where you have used the Services prior to cancellation, we don't refund you for the time you used the Services and so you may not be entitled to any refund at all.
13.3. You understand and agree that if you cancel our agreement, that this will have no impact on any tenancy agreement, tenancy, or any other legal agreement which you might have entered into with a Landlord and that your rights to cancel any such other agreement will be set out in that agreement (e.g. a tenancy agreement will include information about how to end the tenancy).
14. TERMINATION
14.1. Following the end of the Cooling Off Period (in relation to Individuals, see clause 13, above), and for all other users, you can terminate this agreement at any time by letting us know in writing by emailing us at support@cohab.co.uk. You acknowledge and accept that if you terminate this agreement that this will have no impact on any tenancy agreement or any other legal agreement which you might have entered into (such as a tenancy agreement).
14.2. We can discontinue the Services by giving you notice. If we need to do this, this Agreement will end and we will issue you with a pro rata refund of any fees which you have paid in advance relating to Services which have not been used due to the discontinuation.
14.3. We can change the Services and/or suspend the Services to:
14.3.1. deal with technical problems or make minor technical changes;
14.3.2. update the Services to reflect changes in relevant laws and regulatory requirements; or
14.3.3. update digital content reflected in the Services (provided that any changes still match the description of the digital content on offer when you signed up to access our Services).
14.4. We can suspend and/or end our Agreement with you and claim any compensation due to us (including enforcement costs) if:
14.4.1. you don't make any payment to us when it's due and you still don't make payment within 14 days of our reminding you that payment is due;
14.4.2. you commit a material or persistent breach of this Agreement which you fail to remedy (if remediable) within 14 days after the service of written notice requiring you to do so;
14.4.3. you don't, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the Services;
14.4.4. we reasonably believe you are in breach of the terms of this Agreement.
14.5. On termination of this Agreement for any reason:
14.5.1. You must pay us any fees, charges, costs and expenses which you owe to us as of the date of termination;
14.5.2. all rights granted to you under this Agreement shall cease;
14.5.3. termination does not limit or restrict: (i) our ability to recover any debts which you owe under this Agreement, or (ii) either our or your rights or remedies under this Agreement or which otherwise exist as a matter of law. If you owe us money at the point of termination/cancellation/expiry, you agree that we may take legal action to recover any debts from you;
14.5.4. termination shall have no impact on any tenancy agreement (or any other legal agreement) or tenancy in place between the Individual(s) and a Landlord;
14.5.5. termination shall have no impact on any other agreement or contract in place between you and us.
15. LIMITATION OF LIABILITY
15.1. You acknowledge that the Services has not been developed to meet your individual requirements and that it is therefore your responsibility to ensure that the facilities and functions of the Services meet your requirements.
15.2. In relation to our liability to Individuals (not Landlords, if you are a Landlord please see clause 15.3), we are responsible for losses you suffer caused by us breaking this Agreement unless the loss is:
15.2.1. Unexpected, meaning it was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
15.2.2. Caused by a delay outside of our control, provided we have taken the steps set out in clause 18.
15.2.3. Something which you could have avoided by taking reasonable action. For example, damage to your own digital content or device, which was caused by digital content we supplied and which you could have avoided by following our advice to apply a free update or by correctly following the installation instructions or having the minimum system requirements advised by us.
15.2.4. A business loss relating to your use of our Services as a Landlord (see clause 15.3, below) for any trade, business, craft or profession.
15.3. In relation to our liability to Landlords (not Individuals, who are covered by clause 15.2, above), except as expressly and specifically provided in this Agreement and subject to clause 15.4 ("Losses we do not exclude or limit include liability for"):
15.3.1. you are responsible for your use of any results obtained from your use of the Services and the Customer Content. We shall have no liability for any damage caused by errors, factual incorrectness, or omissions in any Customer Content, information or instructions you provide to Cohab, or any actions we take at your direction;
15.3.2. we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us;
15.3.3. all warranties, representations, conditions and all other terms of any kind whatsoever implied by statute or common law are, to the fullest extent permitted by applicable law, excluded from this Agreement;
15.3.4. the Services are provided to you on an "as is" basis.
15.3.5. our total liability to you in respect of all other losses arising under or in connection with the Agreement, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed a sum equivalent to £100.
15.4. Losses we do not exclude or limit include liability, we do not exclude or limit our liability for:
15.4.1. death or personal injury caused by our negligence, or the negligence of our employees, agents or subcontractors (as applicable);
15.4.2. fraud or fraudulent misrepresentation;
15.4.3. breach of the terms implied by section 12 of the Sale of Goods Act 1979; or
15.4.4. any matter in respect of which it would be unlawful for us to exclude or restrict liability.
16. COMMUNICATIONS BETWEEN US
16.1. We may make minor changes and updates to the terms of this Agreement at any time by publishing the new terms on our website. If we plan to make more substantial changes, we will provide you with advanced notice of this.
16.2. If we have to contact you, we will do so by email to the address you provided in accordance with your registration on the Services.
16.3. If you need to contact us, please email us at support@cohab.co.uk.
16.4. This clause does not apply to the service of any legal proceedings.
17. COMPLAINTS - The Property Ombudsman Code of Practice
17.1. Membership and Compliance: We adhere to The Property Ombudsman's Code of Practice, affirming our commitment to high service standards.
17.2. Disclosure and Transparency: In case of a complaint, we may share relevant rental information with The Property Ombudsman or regulatory bodies, to ensure adherence to the code. For more details, visit www.tpos.co.uk.
17.3. Complaint Handling Procedure, Aim: Our goal is to maintain a high service quality for all customers. We encourage addressing any concerns directly with the involved staff member for prompt resolution.
17.4. Formal Complaints Process:
17.4.1. Receipt of complaints is, to the best of our ability, acknowledged within 3 working days.
17.4.2. A thorough review of the situation is conducted, and findings are communicated in writing within 15 working days.
17.4.3. If unresolved, complaints can be escalated to The Property Ombudsman Service at Milford House, 43-45 Milford Street, Salisbury, Wiltshire, SP1 2BP, or call 01722 333 306.
18. EVENTS OUTSIDE OUR CONTROL
18.1. If our supply of the Services is delayed by an event outside our reasonable control, we will contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any Services you have paid for in advance, but not received.
19. OTHER IMPORTANT TERMS
19.1. We may transfer our rights and obligations under this Agreement to another organisation, but this will not affect your rights or our obligations under this Agreement.
19.2. You can only transfer your rights or your obligations under this Agreement to another person if we agree in writing.
19.3. This Agreement and any document expressly referred to in it constitutes the entire agreement between us and supersedes and extinguishes all previous and contemporaneous agreements, promises, assurances and understandings between us, whether written or oral, relating to its subject matter.
19.4. You acknowledge that in entering into this Agreement you do not rely on and shall have no remedies in respect of any statement, representation, assurance or warranty (whether made innocently or negligently) that is not set out in this Agreement or any document expressly referred to in it.
19.5. You agree that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Agreement or any document expressly referred to in it.
19.6. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
19.7. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn't mean we can't do it later.
19.8. Each of the conditions of this Agreement operates separately. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining conditions will remain in full force and effect.
19.9. Individuals - This Agreement is governed by English law and wherever you (where you are an Individual and not a Landlord) live you can bring claims against us in the English courts. You can bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.
19.10. Landlords - This Agreement is governed by English law. You and we (where you are a Landlord) agree that you irrevocably agree to submit all disputes arising out of or in connection with our Agreement to the exclusive jurisdiction of the English courts.