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Terms and Conditions

Last updated: 25 September 2026

Contents

1. About these terms and who we are

These terms apply to your use of the website www.proconvey.co.uk and of the ProConvey platform.

ProConvey Limited ("ProConvey", "we", "us") is registered in England and Wales, company number 13905278. Our registered office is 45 Fitzroy Street, London, England, W1T 6EB. Our VAT number is GB413524723. You can contact us at support@proconvey.co.uk.

2. Who can use ProConvey

ProConvey is a business-to-business service for law firms, conveyancers, estate agents and mortgage brokers. We do not sell platform accounts to consumers. If you use it on behalf of a business, you confirm that you are using it for the purposes of your trade, business or profession.

Client portal users. A firm that uses ProConvey may invite its own clients, such as people buying or selling a home, to use the client portal. If you use the client portal as a private individual, you are a consumer. Your conveyancer is responsible for your transaction and for the advice you receive; we provide the portal on your conveyancer's behalf. A firm may also ask you to pay us directly for some products ordered for your transaction; section 7 explains how that works. Where these terms say something applies only to business users, it does not apply to you, and nothing in these terms affects your legal rights as a consumer.

3. Your organisation's licence agreement

Most organisations use the platform under a signed ProConvey licence agreement. If your organisation has signed a licence agreement or other written agreement with us:

  • that agreement governs your organisation's use of the platform, including fees, service levels, liability, data protection and termination;
  • if these terms and that agreement conflict, the agreement wins; and
  • as an individual user, you use the platform on your organisation's behalf and must follow these terms and our Acceptable Use Policy.

A copy of our standard licence agreement is available on request from support@proconvey.co.uk.

4. Signing up online

An organisation can create an account at https://v2.proconvey.co.uk/signup. Creating an account does not create a licence agreement. Instead:

  • How the contract is made. The sign-up screens take you through each step: you create your user sign-in, choose your organisation type and enter your organisation's details. You can review and correct what you enter before you submit each step. When you create the account you accept these terms on behalf of your organisation, and a contract on these terms is made between your organisation and us when the account is created.
  • Confirmation. We send an email to the address you signed up with confirming that your account has been created.
  • Personal data. Before your organisation puts personal data about its clients or anyone else into the platform, our Data Processing Terms apply between your organisation and us (see section 10).
  • Paid products. Prices for products ordered in the platform are shown before you order and are stated as excluding or including VAT. Your organisation may also agree a licence agreement with us at any time; if it does, section 3 applies.
  • Language, copies and codes. The contract is made in English. You can save or print these terms from this page, and you can ask us at any time for a copy of the terms that applied when your organisation signed up. We do not subscribe to any code of conduct for online contracting.

5. Accounts and security

  • Each user must have their own account. Do not share sign-in details.
  • Keep your password secure. Staff users can turn on an authenticator app for their ProConvey sign-in. It is optional and not required. Clients are not asked to use multi-factor authentication.
  • Tell us at once at support@proconvey.co.uk if you think someone else has used your account.
  • Your organisation is responsible for who it gives access to and for their use of the platform.

6. Acceptable use

You must use the platform and the website lawfully and in line with our Acceptable Use Policy. If we reasonably believe that policy has been broken, we may suspend the user's access while we investigate. We suspend or end an organisation's access only as its agreement with us allows.

7. Fees and payment

Businesses. Fees are set out in your organisation's licence agreement or, for products ordered in the platform, as shown in the platform at the time of order. Some products supplied by third parties, such as identity checks and searches, cannot be cancelled or refunded once submitted to the supplier. See our Returns Policy.

Clients who pay us directly. A conveyancer may ask its client to pay us for property searches ordered for the client's transaction, and an estate agent may ask its client to pay us for a Fast Track Sale package. If you are asked to pay us:

  • you are buying that product from ProConvey Limited, on these terms and our Returns Policy. Your conveyancer or estate agent still acts for you in your transaction;
  • the payment page shows what you are buying and the total price, including VAT. Card payments are processed by Stripe;
  • the contract is made when your payment is accepted. We will confirm your purchase by email;
  • we place the order, including the searches, as soon as you pay, because you ask us to do so on the payment page. This avoids delay to your transaction; and
  • the search results or package are made available to your conveyancer or estate agent through the platform, and they will tell you about anything important.

Your right to cancel as a consumer. If you are a consumer, you normally have 14 days after the contract is made to cancel it. Because we start at once at your request:

  • if you cancel before we have finished, we may deduct from your refund a proportionate amount for what we have already provided or ordered from suppliers up to the time you tell us you are cancelling; and
  • once we have fully provided the product within the 14 days, you no longer have the right to cancel.

To cancel, email support@proconvey.co.uk. Our Returns Policy sets out how, and includes a cancellation form you may use but do not have to. We will refund you within 14 days of the day you tell us you are cancelling, using the method you paid with. This does not affect your other legal rights, for example if a product is not provided with reasonable care and skill.

Payments on account. If your conveyancer asks you to make a payment on account through a ProConvey payment page, you are paying your conveyancer, not us. We provide the payment page only, and questions or refunds about that payment are for your conveyancer.

8. Service availability and support

Organisations with a licence agreement. Service levels are those set out in Schedule 2 (Service levels and availability) of the ProConvey licence agreement. In that Schedule, "the Licensor" is ProConvey, "the Licensee" is the customer organisation and "the Software" is the ProConvey platform. Schedule 2 provides:

The Licensor shall use reasonable endeavours to ensure that the Software is available 99% of the time in any given calendar month, excluding scheduled maintenance windows and circumstances beyond the Licensor's reasonable control.

The Licensor will endeavour to carry out scheduled maintenance outside of core business hours (Monday to Friday, 09:00–17:30 GMT) and will provide the Licensee with at least 24 hours' prior notice where reasonably practicable.

The Licensor shall use reasonable endeavours to respond to reported critical system outages within 4 business hours and to resolve or provide a workaround within 1 business day.

The Licensor does not warrant that the Software will be entirely error-free or uninterrupted. Availability targets set out in this Schedule are targets only and do not constitute a guarantee or form the basis of any claim against the Licensor.

No service credits apply.

Everyone else. We aim to keep the website and the platform available, but we do not promise any particular level of availability or response time to users who are not covered by a licence agreement.

9. Incidents and the status page

Service status and incident updates are published at https://proconvey.betteruptime.com/ (components: Application, Sign in, Partner API, Quote requests). This page is the customer incident channel. There is no 24/7 telephone on-call.

You can subscribe to updates on that page. To report a problem, email support@proconvey.co.uk. How we handle incidents and personal-data breaches is explained on our Security and incidents page.

10. Your data

Ownership. Data your organisation puts into the platform belongs to your organisation or its clients. We use it only to provide the platform and support, as set out in your organisation's licence agreement.

Data protection. For personal data your organisation puts into the platform, your organisation is the controller and we are its processor. If your organisation has a licence agreement, our processor terms are in Schedule 3 (Data Processing Agreement) of that agreement. If it does not, our Data Processing Terms form part of these terms and apply to that personal data. Where we sell a product directly to a client (section 7), we are the controller of the information needed to take and record that payment. Our Privacy Policy explains how we handle personal data where we are the controller, and where data is held.

Backups. Database: Aurora continuous point-in-time recovery (recovery point about 5 minutes) and daily encrypted snapshots kept for 35 days, in London only. There is no copy in a second region. Client documents are stored in Vercel Blob (Amazon S3 durability). ProConvey does not keep a separate copy of documents, so there is no ProConvey recovery point for documents. Better Stack and 1Password are not backups; 1Password is the credential store.

Lost data. Where data is lost through our breach of the licence agreement or our negligence, your organisation's rights are set out in clause 8 of the licence agreement. These terms do not remove them.

Deletion. Deletion in the platform today is a soft delete: the record is hidden but stays in the database, and in backups until they expire. The platform cannot yet erase an individual person's data or produce an export of an individual's data, and deleting an organisation does not remove its stored documents or its backups.

When a licence ends. Clause 13.3 of the licence agreement provides:

On termination or expiry of this Agreement for any reason, the Licensor shall, on written request from the Licensee made within 90 days of the effective date of termination or expiry, provide the Licensee with a copy of all Licensee Data held within the Software.

The format, timing and charges for that copy are set out in clause 13 of the licence agreement.

11. Suppliers and sub-processors

We use the suppliers listed on our Sub-processors page. Customers with a licence agreement are told about changes as that agreement provides.

12. Third-party services

The platform lets your organisation order services from third parties, such as identity checks, searches and HM Land Registry documents. Those third parties provide their services under their own terms. We do not give legal, regulatory or anti-money laundering advice, and your organisation decides whether any check is sufficient for its purposes. See our Disclaimer.

13. Intellectual property

Our rights. We and our licensors own all intellectual property rights in the platform and the website, including software, designs, text, graphics and logos. This does not include content that you or your organisation add (see "Your content" below). "ProConvey" and our logo are our trade marks. You may use the platform and the website only as your organisation's agreement and these terms allow. These terms do not transfer any intellectual property rights to you.

What you must not do. You must not copy, adapt, translate, decompile or reverse engineer the platform, except to the extent the law allows you to do so and does not allow that right to be excluded by contract (for example, under sections 50A, 50B and 50BA of the Copyright, Designs and Patents Act 1988, as protected by section 296A of that Act). You must not remove or change any copyright, trade mark or other notice on the platform or the website.

Your content. Documents and information your organisation puts into the platform remain its own, or its clients'. You allow us to host, store, copy and otherwise process that content only as needed to provide, secure and support the platform, and as your organisation's agreement allows. We claim no ownership of it.

Suggestions. If you send us ideas or suggestions for improving ProConvey, we may use them freely and without payment to you. This does not give us any right to use your organisation's data or confidential information beyond what your organisation's agreement allows.

14. Reporting infringing or unlawful content

If you believe that content on our website, or content held in the platform, infringes your copyright or other intellectual property rights, or is otherwise unlawful (for example, content that is fraudulent or that impersonates someone), email support@proconvey.co.uk with the subject line "Content complaint". Anyone can use this route, whether or not they have an account. Please include:

  • your full name, postal address and email address;
  • the content concerned and where it appears (for example, the web page address);
  • why you consider it infringing or unlawful, and, for an intellectual property complaint, the right you rely on and whether you own it or act for the owner; and
  • a statement that the information in your complaint is accurate to the best of your knowledge.

We will acknowledge your complaint and review it promptly. Content on our website: where we agree the content is infringing or unlawful, we will remove it or disable access to it. Content in the platform: that content belongs to the customer organisation that uploaded it, and we hold it as that organisation's processor, on its instructions. We will pass your complaint to that organisation so it can respond, unless the law prevents us. We will restrict access to the content where the law requires us to or a court orders it, and otherwise only where our agreement with that organisation allows, for example where we reasonably believe the content is being used unlawfully. If your complaint is a request about your own personal data, we will pass it to the organisation, because it decides how to respond (see our Privacy Policy). When we pass on your complaint, we will include your name and contact details unless you tell us of a good reason not to.

Knowingly making a false or misleading complaint may make you liable to the person affected.

15. Website content and errors

Information on our website is for general information only and is not legal advice. See our Disclaimer.

We try to keep the website and the platform accurate and up to date, but they may contain errors, including errors in prices, product descriptions or availability. We may correct errors and omissions at any time.

If a product ordered or paid for in the platform shows the wrong price and we discover the error before the order has been submitted to the supplier, we will tell you and you may either confirm the order at the correct price or cancel it and receive a refund of anything you have paid for it. If the error is obvious, and you could reasonably have recognised it as a mistake, we are not required to supply the product at the incorrect price.

16. Electronic communications and signatures

Communications. You agree that we may communicate with you electronically, including by email, in-platform notification and notices on our website. Where the law or these terms require something to be in writing, an electronic communication satisfies that requirement, unless the law requires otherwise.

Notices to us. Formal notices to us under these terms must be sent by email to support@proconvey.co.uk or by post to our registered office. For organisations with a licence agreement, notices under that agreement are given as its clause 16 (Notices) provides.

Electronic signatures in the platform. The platform lets your organisation send documents for electronic signature. Your organisation decides whether an electronic signature is appropriate for each document and is responsible for meeting any legal, regulatory or HM Land Registry requirements that apply, including requirements for deeds and for witnessing. We do not advise on whether any document may be signed electronically.

Record of acceptance. Where you accept these terms or any agreement with us by clicking a button, ticking a box or signing electronically, you agree that you intend to be bound in the same way as if you had signed by hand.

17. Liability

Organisations with a licence agreement. Liability is governed by clause 8 of that agreement. If you use the platform on behalf of such an organisation, you do so under its licence, and any claim about the platform should be made by your organisation under that agreement.

Other business users. This paragraph applies to a business that uses the website or the platform without a licence agreement, and is subject to "Liability that cannot be limited" below. We are not liable for loss of profits, revenue, business, contracts, anticipated savings or goodwill, or for any indirect or consequential loss. Our total liability to you, whether in contract, tort (including negligence), breach of statutory duty or otherwise, arising under or in connection with these terms or your use of the website or the platform, is limited to the greater of £25,000 and the total fees you paid us in the 12 months before the event giving rise to the claim. We provide the website's information in good faith but do not promise that it is complete or up to date.

Consumers. If you are a consumer using the client portal or buying a product from us, we are responsible for loss you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss is foreseeable if it is obvious it will happen, or if both you and we knew it might happen when the contract was made. We are not responsible for loss that is not foreseeable, or for business losses. Nothing in these terms limits your rights under the Consumer Rights Act 2015. Your conveyancer or estate agent, not ProConvey, is responsible for your transaction and for the advice you receive.

Liability that cannot be limited. Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded.

18. Your responsibility for losses you cause us

This section applies only to a business that uses the website or the platform without a licence agreement or other written agreement with us. It does not apply to consumers, to individual users acting on behalf of an organisation, or to organisations with a licence agreement; the licence agreement governs those organisations.

If you are a business within this section, you must pay us for the reasonable losses, costs and expenses (including reasonable legal fees) that we incur as a result of a claim brought against us by a third party that arises from your breach of these terms or of our Acceptable Use Policy, or from content you upload that infringes someone else's rights or is unlawful. This does not apply to the extent the loss was caused by our own breach, negligence or wilful misconduct. We will tell you promptly about any such claim, give you a reasonable opportunity to comment on how it is handled, and take reasonable steps to reduce the loss. We will not settle any such claim without first consulting you.

19. Suspension and ending access

We may suspend or end an individual user's access where we reasonably believe the Acceptable Use Policy has been broken. We suspend or end an organisation's access only as its agreement with us allows. When your organisation's agreement ends, its users' access ends too. A client portal user's access may end when the firm that invited them ends it, or when the firm's agreement with us ends.

20. Complaints

If you are unhappy with our service, email support@proconvey.co.uk and tell us what went wrong. We will acknowledge your complaint and tell you how we will deal with it. If you are not satisfied with the response, you can ask for it to be reviewed by a director. Complaints about how we use personal data go to our Data Protection Officer, as set out in our Privacy Policy. If you are a client portal user with a complaint about your transaction, contact your conveyancer or estate agent. If your complaint is about a product you bought from us, or about how we handled a content complaint under section 14, contact us as above.

21. Changes to these terms

We may update these terms from time to time, for example to reflect changes in the law, in our products or in the platform. The date at the top shows when they were last changed. The version in force when you use the website or the platform applies, and you should check this page from time to time. Where a change is significant, we will try to tell users of the platform before it takes effect, for example by email or a notice in the platform. If you keep using the platform after a change takes effect, the updated terms apply to you. If you do not agree to a change, you can stop using the platform.

A change does not affect an order already placed or a product already bought: those are governed by the terms in force when the order was placed. Changes do not alter a signed licence agreement; that can only be varied in writing as it provides.

22. General

  • Third parties. No one other than you and us has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce these terms.
  • Severance. If any part of these terms is found invalid or unenforceable, the rest continues to apply.
  • No waiver. If we do not enforce a right straight away, we can still enforce it later.
  • Transfer. We may transfer our rights and obligations under these terms to a company that takes over our business, and will tell you if we do. You may not transfer yours without our written consent.
  • Events outside our control. We are not responsible for delay or failure caused by events outside our reasonable control. Organisations with a licence agreement are covered by its clause 10 (Force majeure).

23. Governing law and courts

These terms, and any dispute or claim arising from them or their subject matter (including non-contractual disputes or claims), are governed by the law of England and Wales.

If you are a business, the courts of England and Wales have exclusive jurisdiction.

If you are a consumer, you may bring proceedings in the courts of England and Wales or in the courts of the part of the United Kingdom where you live, and we may bring proceedings against you only in the courts of the part of the United Kingdom where you live. If you live in Scotland or Northern Ireland, the mandatory consumer protection law of that place also continues to apply to you.

24. Contact us

ProConvey Limited, 45 Fitzroy Street, London, England, W1T 6EB. Email: support@proconvey.co.uk.

ProConvey Limited is registered in England and Wales, company number 13905278. VAT number GB413524723.

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ProConvey.co.uk

ProConvey is your all-in-one solution for conveyancing software.

Tel: 020 4592 0899

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ProConvey Limited. Registered in England and Wales, company number 13905278. Registered office: 45 Fitzroy Street, London, England, W1T 6EB. VAT number GB413524723.