Product guidelines

Account and instruction ownership

Advertise only genuine instructions you are authorised to market. Each listing belongs to its responsible branch or agreed central account. A common payer does not grant access to every franchisee's records. Keep permissions and delegated authority current when staff or branches change.

Accurate property information

• Use accurate price or rent frequency, tenure, deposits and fees, location, availability and property status. Record the source and date of material information.
• Keep a stable property identity and genuine listing history. Do not duplicate or relist to manufacture freshness or change a price without authority.
• Use representative photographs and floorplans. Clearly label CGI, staging, proposed works and generated images; do not present them as the existing property.
• For new homes, identify the development and unit type; distinguish show homes from the actual available unit. For commercial stock, state the area unit and rent or price basis.
• Promptly update withdrawn, sold or let stock. Distinguish an estimate or area-level figure from an officially verified address-specific result.

Property promotion and capacity

Featured Property runs for 14 days and Premium Property for 28 days on new bookings. Older bookings keep their recorded term. Sponsored placement is labelled; position and rotation depend on the booked product. No audience size, instruction, sale or fixed increase in enquiries is guaranteed.

A booking identifies the property or area, placement, date range and any newsletter send. Where a product includes homepage or newsletter benefits, confirm delivery dates before activation. Existing bookings retain their agreed benefits; alternatives require the customer's agreement.

Credits, packs and changes

Purchased pack credits have no advertised expiry; each redemption starts the stated product duration. Included monthly allowances and founding one-off credits are separate balances. The order records the applicable validity, pooling and refund rules. Do not assume unlimited rollover, cash conversion or discount stacking.

Unused promotion days are dealt with under the agreed adjustment policy. Ask support to record a cancellation, withdrawal or change. A package history entry or quote does not itself establish settled payment, a refund or permission to renew automatically.

Local advertising

Featured Local Agent is a rotating placement with up to three advertisers per area. Premium local sponsorship reserves one sponsor for the agreed area and dates. A sponsorship does not confer ownership of organic search results or all enquiries from a postcode. Confirm renewal availability before committing to a further period.

Prospecting and references

A verified prospecting opportunity uses the stated contact and request checks. Shared opportunities may go to up to three agents; exclusive opportunities go to one branch. A valid opportunity that does not convert is not automatically refundable. Raise an invalid or unreachable claim within 14 days, with the required evidence; unreachable claims require three attempts over five working days.

Confirm the reference provider, check scope, applicant or guarantor unit, price and data handling before ordering. Contact verification, tenant referencing, identity verification and anti-money-laundering checks are different services.

Data and integrations

Only send information you are authorised to share, through the agreed integration. Keep CRM access credentials private. Connected services must be confirmed for your provider and account. Human review remains necessary for generated descriptions, summaries and suggested actions.