Terms & Conditions

Last updated: 22 September 2026

These Terms & Conditions apply to services provided by Loom Property Marketing Ltd.

Loom Property Marketing is the trading name and customer-facing brand of Loom Property Marketing Ltd, a company registered in Scotland.

In these Terms, “we”, “us” and “our” refer to Loom Property Marketing Ltd.

By booking or purchasing services from us, you agree to these Terms & Conditions.

1. About These Terms

1.1

These Terms apply to all services provided by us, whether booked through our website, Spiro, by email, telephone or another agreed method.

1.2

They apply to both business and consumer clients.

1.3

A booking may also be subject to a quotation, booking confirmation, order confirmation or other written agreement. If there is a conflict between these Terms and a specific written agreement, the specific written agreement will take precedence to the extent of the conflict.

1.4

Nothing in these Terms affects any legal rights that cannot lawfully be excluded or restricted, including applicable consumer rights.

2. Definitions

In these Terms:

“Booking” means a request for our Services made by a Client.

“Booking Confirmation” means our confirmation that we have accepted a Booking.

“Client”, “you” and “your” means the person or business purchasing or booking our Services.

“Consumer” means an individual acting wholly or mainly outside their trade, business, craft or profession.

“Deliverables” means photographs, videos, floorplans and other media or materials supplied as part of the Services.

“Property” means the property or location to which the Services relate.

“Services” means the property photography, videography, drone, floorplan and other property marketing services supplied by us.

3. Bookings and Contract Formation

3.1

Bookings may be made through our online booking system, by email, telephone or another method agreed with us.

3.2

A contract is formed when we accept your Booking and provide confirmation.

3.3

Where an online booking system provides an automated confirmation, this will normally constitute confirmation of the Booking unless we subsequently contact you because the Booking cannot reasonably be fulfilled.

3.4

We may decline, amend or reschedule a Booking where:

• the requested date or time is unavailable;

• the Property is outside our service area;

• necessary information has not been provided;

• access arrangements are inadequate;

• the Property is unsuitable or unsafe;

• required permissions are unavailable;

• legal, aviation, weather or other restrictions prevent the Services from being carried out; or

• we cannot reasonably provide the Services as requested.

3.5

If we are unable to accept a paid Booking, we will refund any amount paid for Services that we are unable to provide, subject to applicable law.

3.6

If you make a Booking on behalf of another person or business, you confirm that you have authority to do so.

4. Prices and Additional Charges

4.1

Our prices may depend on factors including:

• Property size;

• Property location and applicable travel or mileage;

• Services selected;

• packages and add-ons;

• additional requirements;

• turnaround times; and

• other information provided during the Booking process.

4.2

Where our online booking system is used, the price displayed will normally be calculated automatically using the information supplied during the Booking process.

4.3

Prices quoted by email or telephone may be calculated using the same pricing structure or another agreed quotation.

4.4

Unless stated otherwise, VAT will be included where applicable.

4.5

Additional charges may apply where circumstances require work, travel, attendance or services beyond those included in the original Booking.

This may include:

• additional attendance;

• significant delays caused by lack of access or Property readiness;

• additional travel;

• material changes to the Services;

• substantial additional editing or revisions;

• additional Deliverables;

• work required because information supplied at Booking was materially incorrect or incomplete.

4.6

Where an additional charge is reasonably foreseeable before the Services are provided, we will normally inform you before proceeding where practical.

4.7

Prices shown during the Booking process are based on the information supplied by you. You are responsible for ensuring that information used to calculate the price is accurate and complete.

4.8

Where the price depends on Property size, location or another Property characteristic, you must provide accurate information.

4.9

If incorrect or incomplete information results in a lower price being charged, we may recalculate the price and charge the difference.

Where the discrepancy is identified before the Services are provided, we may require the additional amount to be paid before proceeding. Where it is identified after the Services have been provided, we may invoice you for the difference.

4.10

If incorrect information materially affects a Booking, including the Property address, location, size or Services selected, we may amend the Booking, apply the correct price, or cancel or reschedule the Booking in accordance with these Terms.

5. Payment

5.1

Payment arrangements will be confirmed during the Booking process or on our invoice.

5.2

Depending on the Client and Services, we may require:

• payment at the time of Booking;

• payment before Services are provided;

• payment on completion;

• payment by invoice; or

• another agreed payment arrangement.

5.3

Business Clients may be offered account terms at our discretion.

Unless otherwise agreed, invoices are payable within 14 days.

5.4

We may require advance payment from new clients, private clients or where additional or higher-value Services are requested.

5.5

If an invoice becomes overdue, we may suspend further Services or withhold unpaid Deliverables to the extent permitted by law.

5.6

Nothing in these Terms affects any statutory rights concerning payment or recovery of sums due.

6. Property Access and Preparation

6.1

The Client is responsible for ensuring that the Property is accessible, safe and reasonably prepared for the Services at the agreed time.

6.2

Unless specifically agreed, our Services do not include cleaning, decluttering, styling, staging, gardening or other preparation.

6.3

The Client is responsible for:

• providing access;

• keys, access codes and alarm information;

• arranging parking where necessary;

• ensuring relevant occupants are aware of the Booking;

• obtaining necessary permissions; and

• informing us of relevant hazards or restrictions.

6.4

If we cannot access the Property or the Property is materially unprepared, unsafe or unsuitable, we may be unable to complete the Services.

An attendance, cancellation or rescheduling charge may apply depending on the circumstances.

6.5

We are not responsible for moving heavy, fragile, valuable, hazardous or unusually large items unless this has been specifically agreed in advance.

7. Photography

7.1

We will provide photography Services with reasonable care and skill.

7.2

We will use our professional judgement when composing, lighting, editing and presenting photographs.

7.3

Our photography is intended to present the Property attractively and accurately for marketing purposes. Photography is a creative service and images may not exactly reproduce how the Property appears to the eye in every circumstance.

7.4

The Client should communicate any specific photographic requirements, restrictions or items that should not be photographed before the Services are carried out.

8. Videography

8.1

Property films may include filming, editing, colour grading, music, aerial footage and other agreed elements.

8.2

The length, style and content of a film will depend on the package or Services selected.

8.3

We will use our professional judgement when selecting shots, music, transitions, pacing and other creative elements.

8.4

Music used in our films may be supplied under third-party licences. The Client does not acquire ownership of such music.

8.5

Substantial changes, additional edits or alternative versions requested after delivery may incur an additional charge.

9. Drone Photography and Video

9.1

Drone Services are subject to applicable aviation law, airspace restrictions, weather conditions, site conditions and safety considerations.

9.2

We may postpone, modify or cancel drone Services where carrying them out would be unsafe, unlawful or unsuitable.

9.3

Restrictions may arise from factors including:

• controlled or restricted airspace;

• airports or aerodromes;

• temporary flight restrictions;

• weather or visibility;

• proximity to people, roads or other hazards;

• site conditions; or

• other aviation or safety requirements.

9.4

The Client must inform us of any known hazards, restrictions or relevant site information.

9.5

The inclusion of drone Services within a package does not guarantee that aerial filming will be possible at every Property.

Where practical, we may offer an alternative Service or Deliverable.

10. Floorplans

10.1

Our floorplans are intended as clear marketing materials to help prospective buyers or tenants understand the general layout and flow of a Property.

10.2

Unless expressly agreed otherwise, floorplans are not architectural drawings, measured surveys, structural plans or professional surveying documents.

10.3

Where floorplans are produced by a third-party provider, they may also be subject to that provider's terms and limitations.

10.4

The Client should review floorplans and notify us promptly of any material factual error.

Where an error is attributable to us or our appointed provider, we will take reasonable steps to correct it.

10.5

The Client remains responsible for the accuracy of Property particulars, measurements, room descriptions and other factual information supplied to us.

11. Cancellations and Rescheduling

Business Clients

11.1

Where a Business Client cancels more than 24 hours before the agreed appointment, we will normally not charge a cancellation fee.

11.2

Where a Business Client cancels within 24 hours, or where access is unavailable or the Property is materially unprepared, we may charge a cancellation or attendance fee.

The amount will depend on the circumstances and Services booked.

Consumers

11.3

Consumers booking Services online, by email or by telephone may have a statutory 14-day cancellation right for certain distance contracts, subject to applicable exceptions.

11.4

If a Consumer asks us to begin providing Services before the end of the applicable cancellation period, they may be required to expressly request this.

11.5

Where Services have begun at the Consumer's request and the Consumer subsequently cancels, the Consumer may be required to pay a proportionate amount for Services supplied up to cancellation.

11.6

Where Services are fully performed following the Consumer's express request and acknowledgement of the applicable consequences, the statutory cancellation right may end where the legal requirements are satisfied.

11.7

Nothing in this section removes any consumer rights that cannot lawfully be excluded.

11.8

We may cancel or reschedule a Booking where circumstances outside our reasonable control prevent us from providing the Services.

Where appropriate, we will offer an alternative date or refund amounts paid for Services that cannot be provided.

12. Client Responsibilities

The Client is responsible for providing accurate and complete information necessary for the Services.

This includes, where relevant:

• Property address;

• Property size;

• access arrangements;

• parking information;

• contact details;

• occupier information;

• Property requirements;

• known hazards;

• restrictions;

• requested Services.

The Client must also ensure that we have the necessary permission to:

• enter the Property;

• photograph or film the Property;

• use drone equipment where applicable;

• photograph or film areas outside the Property where necessary;

• use supplied logos, images, text, floorplans, music or other materials.

The Client warrants that any materials supplied to us do not knowingly infringe another person's intellectual property, privacy or other rights.

13. Intellectual Property

13.1

Unless otherwise agreed in writing, intellectual property rights in photographs, videos, floorplans, edits, templates, designs and other Deliverables remain with us or the relevant third-party rights holder.

13.2

Once all amounts due for the relevant Services have been paid, we grant the Client a non-exclusive, non-transferable licence to use the Deliverables for the marketing and promotion of the relevant Property.

13.3

Permitted use may include:

• property portals;

• the Client's website;

• social media;

• digital advertising;

• email marketing;

• brochures;

• printed property particulars;

• other ordinary Property marketing.

13.4

Estate agents and other property professionals may use the Deliverables for marketing the relevant Property and legitimate promotion of their Property marketing services.

13.5

Unless agreed otherwise, the Client may not:

• resell the Deliverables as standalone media;

• sublicense them for unrelated purposes;

• use them for unrelated commercial purposes;

• claim ownership of our underlying intellectual property;

• materially alter them in a misleading manner; or

• transfer the licence to an unrelated third party.

13.6

We retain all rights in our underlying techniques, workflows, editing methods, templates, processes, know-how and other intellectual property.

13.7

We may provide Deliverables to the property owner, landlord, agent or another relevant party where reasonably necessary for Property marketing.

14. Portfolio and Promotional Use

Unless otherwise agreed, we may use completed work for:

• our website;

• social media;

• advertising;

• portfolio purposes;

• awards submissions;

• presentations;

• promotional materials;

• demonstrating our services to prospective clients.

We will not knowingly publish confidential or commercially sensitive information for promotional purposes where we have been expressly informed that it is confidential.

If you require a Property or project to remain confidential or not to be used in our portfolio, please tell us before the Services are provided.

Portfolio use does not imply that we are the owner, seller, landlord or estate agent for the Property.

15. Third-Party Services

We may use third-party services and providers to operate our business and provide the Services.

These may include:

• Spiro for booking and client management;

• Stripe for payment processing;

• Squarespace for website hosting and related website services;

• Cloudflare for domain, DNS, security and related technical services;

• third-party media, cloud storage or delivery services;

• floorplan providers;

• music licensing providers;

• property portals;

• email and communication providers;

• other specialist contractors or technology providers.

Third-party services may be subject to their own terms, technical limitations, outages and privacy practices.

We will take reasonable care when selecting and using third-party providers but cannot guarantee the uninterrupted availability or performance of third-party systems.

Spiro, Squarespace, Stripe, Cloudflare and other platforms facilitate particular parts of our business but do not become a party to your contract with Loom Property Marketing Ltd unless expressly stated otherwise.

16. Delivery

16.1

We will aim to meet any turnaround time communicated during the Booking process.

16.2

Deliverables may be provided through online galleries, download links, cloud services, email, property platforms or another agreed method.

16.3

The Client is responsible for downloading and retaining copies of Deliverables.

16.4

Unless expressly agreed otherwise, we do not guarantee permanent storage or availability of Deliverables after the applicable delivery period.

16.5

Where a technical fault materially affects a Deliverable, we will take reasonable steps to correct the issue.

16.6

Creative revisions, additional editing, alternative versions or changes outside the agreed Services may incur an additional charge.

16.7

Nothing in this section affects applicable consumer rights.

17. Confidentiality

Each party will take reasonable steps to protect confidential information received from the other in connection with the Services.

Confidential information does not include information that:

• is already public;

• was already lawfully known;

• is lawfully received from another source;

• becomes public without breach of these Terms; or

• must be disclosed by law or a competent authority.

Our portfolio rights under Section 14 continue to apply unless otherwise agreed.

18. Data Protection

We process personal information in accordance with applicable UK data protection law and our Privacy Policy.

Our Privacy Policy explains what information we collect, why we use it, who we share it with and how long we generally retain it.

Where the Client provides us with personal information about another individual, the Client should ensure that they are entitled to provide that information and that appropriate privacy information has been provided where required.

19. Warranties and Complaints

19.1

We will provide our Services with reasonable care and skill.

19.2

If you believe there is a problem with the Services or Deliverables, please notify us as soon as reasonably possible with details of the issue.

19.3

Depending on the circumstances, we may:

• correct or re-edit a Deliverable;

• provide an alternative Deliverable;

• repeat part of the Services;

• provide a refund or partial refund; or

• provide another appropriate remedy.

19.4

Nothing in these Terms affects statutory rights that cannot lawfully be excluded or restricted.

20. Liability

20.1

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

This includes liability for:

• death or personal injury caused by negligence;

• fraud or fraudulent misrepresentation;

• liability that cannot legally be excluded or limited; or

• applicable consumer statutory rights.

20.2

For Business Clients, we will not be liable for losses that are unforeseeable, indirect or outside the reasonable scope of the Services.

20.3

Subject to Section 20.1, our total aggregate liability to a Business Client arising from a particular Booking or Services will not exceed the total amount paid or payable for the Services giving rise to the claim.

20.4

We are not responsible for loss or delay resulting from:

• inaccurate or incomplete information supplied by the Client;

• lack of access to the Property;

• inadequate Property preparation;

• third-party platform or technology failures;

• unauthorised or unlawful use of Deliverables;

• changes made by the Client or another third party;

• circumstances outside our reasonable control.

20.5

Nothing in these Terms limits any rights or remedies available to Consumers under applicable law.

21. Insurance

We maintain business insurance appropriate to the nature of the Services we provide.

Insurance does not increase or extend our contractual liability beyond the limits set out in these Terms.

Clients remain responsible for arranging appropriate insurance for their own Property, business, possessions and activities.

22. Events Outside Our Reasonable Control

We will not be responsible for delay or failure to perform Services where this results from circumstances outside our reasonable control.

These may include:

• severe weather;

• flooding;

• fire;

• power or telecommunications failure;

• transport disruption;

• illness or accident;

• government restrictions;

• aviation restrictions;

• security incidents;

• strikes;

• equipment failure that could not reasonably have been prevented;

• booking or platform outages;

• other circumstances that could not reasonably have been anticipated or avoided.

Where possible, we will notify the Client and seek to rearrange the Services.

23. Suspension and Termination

We may suspend or terminate Services where:

• payment is overdue;

• repeated access failures occur;

• materially inaccurate information has been supplied;

• the Client engages in abusive, threatening or inappropriate behaviour;

• the Services would require unlawful conduct;

• the Client materially breaches these Terms.

Where appropriate, we will provide an opportunity to remedy the issue before termination.

Termination does not affect rights or obligations that arose before termination.

Clauses relating to payment, intellectual property, confidentiality, liability and any other provisions intended to survive termination will continue to apply.

24. General

24.1 Changes to These Terms

We may update these Terms from time to time.

The version in force at the time of a Booking will generally apply to that Booking unless otherwise agreed.

24.2 No Waiver

Failure to enforce a provision of these Terms does not constitute a waiver of our right to enforce it later.

24.3 Severability

If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply.

24.4 Entire Agreement

These Terms, together with any applicable Booking Confirmation, quotation or specific written agreement, constitute the agreement between the parties concerning the relevant Services.

24.5 Assignment

The Client may not transfer its rights or obligations under these Terms without our written agreement, except where permitted by law.

We may use contractors or transfer or reorganise our business where reasonably necessary, while remaining responsible for our contractual obligations unless otherwise agreed.

24.6 No Partnership

Nothing in these Terms creates a partnership, joint venture, employment relationship or agency relationship between the parties.

24.7 Third-Party Rights

Unless otherwise stated, these Terms do not give any third party the right to enforce them.

25. Governing Law and Jurisdiction

These Terms are governed by the law of Scotland.

Subject to any mandatory consumer rights, the courts of Scotland will have jurisdiction over disputes arising from these Terms.

Consumers may also have additional rights regarding where legal proceedings may be brought.

26. Company Details

Loom Property Marketing Ltd

Registered in Scotland
Company number: SC901687
Registered office: 9/1 Albany Street, Edinburgh, EH1 3PY

Trading as Loom Property Marketing

Website: https://www.loompropertymarketing.co.uk/

Email: bookings@loompropertymarketing.co.uk

Telephone: 07443124566

Consumer Cancellation Information

If you are a Consumer entering into a distance contract with us, you may have a statutory right to cancel within 14 days, subject to applicable exceptions.

If you ask us to begin providing Services during that period, you may be required to expressly request this.

If you cancel after Services have begun, you may be required to pay for the proportion of Services supplied up to cancellation.

Where Services are fully performed following your express request and acknowledgement of the applicable consequences, the statutory cancellation right may end where the legal requirements are satisfied.

Nothing in these Terms removes rights that cannot legally be excluded.

Important Notice

Nothing in these Terms limits your statutory rights as a Consumer.

Where we provide Services to Consumers, the Services will be provided in accordance with applicable consumer protection law, including requirements relating to reasonable care and skill.