TERMS OF SERVICE.

Last updated: October 2026 · Version 5

These terms apply to every order placed with ROAM Listings, whether you are a home seller ordering for your own property or an estate or letting agent ordering for a client. Please read them before you order.

The key points in brief

• Nothing is charged when you send an order. We check your photos first, then email you an invoice. Our contract starts when you pay it (section 3).
• If you're a consumer, you can cancel within 14 days of paying. Because we start work straight away at your request, you'll pay for any work already done if you cancel, and you can no longer cancel once your video has been delivered (section 5).
• We can only create from the photos you send. We never add rooms, hallways, views or features that aren't in them (section 7.5).
• You must have permission to use the photos. If your agent or a photographer took them, check with them first (section 8).
• Check your video before you publish it. One round of changes is included, and we'll put right anything that doesn't match your photos (section 9). On your first order, if we can't make a walkthrough you'd publish, you don't pay (section 9.7).
• If you're a consumer, nothing in these terms takes away your legal rights (section 2.3).

1. About us

1.1 ROAM Listings is a trading name of Callum Ramsden, a sole trader based in England ("ROAM", "we", "us", "our"). We are not registered for VAT.

1.2 You can contact us by email at hello@roamlistings.co.uk or through the contact form on our website. If we need to contact you, we will use the email address or phone number you gave us with your order.

2. Who these terms are for

2.1 Consumers. You are a consumer if you are an individual ordering mainly for purposes outside your trade, business or profession, for example to market your own home for sale or rent.

2.2 Business customers. You are a business customer if you are ordering for purposes relating to your trade, business or profession, for example as an estate agent, letting agent, developer or landlord business. If you order on behalf of an agency or other business, you confirm you have authority to do so, and "you" includes that business.

2.3 Some sections apply differently depending on which you are; these say so. If you are a consumer, nothing in these terms affects your legal rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. For more information about your rights, contact Citizens Advice.

2.4 You must be at least 18 to place an order.

3. Placing an order and when our contract starts

3.1 Your order. You place an order by completing the order form on our website and sending your photos and floorplan, or a link to your listing. Sending an order does not commit you to pay.

3.2 Our checks. We check that your materials are suitable. We aim to do this within one working day. If anything is missing or unsuitable, we will tell you and you can send more or go ahead as it is. We may decline an order, for example if the materials are unsuitable or unlawful, and we will tell you why.

3.3 Our invoice. If we can go ahead, we email you an invoice showing the total price. The invoice is our offer to supply your order on these terms.

3.4 When the contract starts. Our contract with you starts when you pay the invoice. We will then email you confirmation of your order, including your request for us to start work straight away (section 5.3).

3.5 Agency packs. If you are a business customer with a branch or agency pack, the pack is agreed with you in writing, and these terms apply to each order under it, together with anything we agree in writing for that pack.

4. Prices, offers, discount codes and payment

4.1 Prices. Our prices are shown on our website. The price you pay is the total shown on your invoice. We are not registered for VAT, so no VAT is added. If we register for VAT in future, we will show prices clearly before you order; it will not change the price of an order already invoiced.

4.2 Packages. Each package covers a property size and a maximum number of photos. If your materials go beyond your package, we will tell you before invoicing so you can choose a different package or choose which photos to use. The Signature package is priced per property; we confirm the price before invoicing.

4.3 Extras. Optional extras, such as Express delivery and the FHD upgrade, are shown on our website and order form, and appear on your invoice. The price of the FHD upgrade depends on your package. Additional revision rounds (section 9.3) are invoiced separately when you ask for them.

4.4 New-customer offer. First-time customers receive 30% off the package price of their first order. The offer applies once per customer (one per household, agency or branch), to the first order only, and to the package price only, not extras. We check eligibility before invoicing.

4.5 Discount codes. We may give out discount codes, including codes that agents can pass on to their clients. A code gives the discount stated when it is issued, normally a percentage off the package price. Unless the code says otherwise: one code can be used per order; codes cannot be combined with the new-customer offer or with another code (if more than one could apply, we apply the one that saves you most); codes have no cash value; and a code may have an expiry date or a limit on the number of uses. We may withdraw a code that is being misused. The discount is confirmed on your invoice.

4.6 Payment. You pay by card using the secure payment link on your invoice, processed by our payment provider, Stripe. We do not see or store your full card details. Invoices are payable within 7 days; we start work once payment is received. If an invoice isn't paid within that time, we may cancel the order and delete your materials.

4.7 Mistakes in prices. If we discover an error in the price on your invoice before we start work, we will tell you and you can choose whether to go ahead at the correct price. If the correct price is lower, we will charge the lower price.

4.8 Business customers: late payment. For business customers, we may charge interest on late payments under the Late Payment of Commercial Debts (Interest) Act 1998.

5. Cancelling an order

5.1 Before you pay. Anyone can withdraw an order free of charge at any time before paying our invoice. Just reply to our email or contact us.

5.2 If you're a consumer: your 14-day right to cancel. Because you order online, you have a legal right to cancel our contract within 14 days, starting the day after you pay the invoice.

5.3 Starting work straight away. Our service is a quick turnaround: we start making your video as soon as you pay. When you order, you ask us to start work within the 14-day cancellation period. This means:

(a) if you cancel after we have started work but before we deliver your video, you must pay a proportionate amount for the work done up to the time you tell us you are cancelling, and we will refund the rest; and

(b) once we have delivered your video, the service has been fully performed and you no longer have the right to cancel. You acknowledge this when you order, and we confirm it in our order confirmation email.

This does not affect your rights if the video is faulty or not as described (section 9).

5.4 How to cancel. Tell us clearly that you wish to cancel, by email to hello@roamlistings.co.uk. You can use the model cancellation form in Schedule 1, but you don't have to. To meet the deadline, you only need to send your message before the 14-day period ends.

5.5 Refunds when you cancel. We refund you using the card you paid with, within 14 days of the day you tell us you are cancelling, less any amount due under section 5.3(a). We don't charge a fee for refunds.

5.6 If you're a business customer. You may withdraw free of charge before you pay (section 5.1). Once you have paid, production starts and the order cannot be cancelled or refunded, except as set out in sections 7.4 and 9, or where we fail to deliver (section 9.6).

5.7 If we cancel. We may cancel an order before or after you pay if your materials turn out to be unsuitable or unlawful, if we can't complete the work for reasons outside our control (section 15), or if you seriously break these terms. If we cancel a paid order for a reason that is not your fault, we will refund you in full.

6. What we make and when we deliver

6.1 The walkthrough. We create a walkthrough video of the property from the photos and floorplan you supply. We plan a route through the home from the floorplan and build each scene from your photos using specialist visualisation software, which includes generative AI video tools. Our staff check every scene against your original photos, redo scenes that do not match, create the final edit and approve it before it is sent to you.

6.2 What's included. Each order includes a landscape MP4 video in HD (720p), a vertical (9:16) cut for social media, room labels and captions, your branding (logo and colours) on the opening and closing frames if you send a logo, any extras you choose, and one round of revisions (section 9). If you choose the FHD upgrade, the video is supplied in Full HD (1080p); this needs photos at least 1920 pixels wide, and if your photos are smaller we will tell you before invoicing. The video does not include sound unless stated.

6.3 Delivery times. We aim to deliver within 48 hours of receiving your payment, or within 24 hours if you choose Express delivery. These times count Monday to Friday only, excluding UK bank holidays, so an order paid on Friday afternoon is due by Tuesday afternoon. They start when we have your payment and everything we need; if we have to ask you for more photos or information, they restart when you reply. If we are going to miss a delivery time, we will tell you. If you're a consumer and we don't deliver within 14 days of payment, or a later date we agree with you, you may cancel and receive a full refund. If you paid for Express delivery and we miss the Express time for reasons within our control, we will refund the Express fee.

6.4 How we deliver. We email you a download link. Links stay active for 30 days after delivery. Please download your video and keep your own copy. We do not host videos for publication.

6.5 Compatibility. Videos are standard MP4 files that play on current computers, phones and tablets, and can be uploaded to YouTube, Vimeo, social media and most website platforms. Property portals generally accept video through a YouTube or Vimeo link.

7. Accuracy and what we can create

7.1 Our standard is that the walkthrough represents the property shown in your materials. We will not knowingly add, remove or alter walls, doors, windows, room sizes, fixtures, finishes, views, gardens, boundaries or defects. Every scene is checked against the supplied photographs and floorplan before delivery. Any generated scene that materially changes a feature of the property is cut or remade; it is never left in and covered by a disclaimer.

7.2 Because the video is created from still images, movement between and within rooms is an interpretation based on your photos and floorplan. Minor visual differences can occur, such as in lighting, reflections, camera movement and the appearance of areas between photos. These are not faults unless they misrepresent the property.

7.3 Please watch every video in full before you publish it, and tell us about anything that doesn't match your photos.

7.4 If a video misrepresents the property compared with your materials, tell us within 14 days of delivery and we will correct it free of charge. If we cannot, we will refund the price of that order. If you are a consumer, this is in addition to your legal rights in section 9.

7.5 We can only create from the materials you send. We need a floorplan, and photos at least 1024 pixels wide. We will not invent or add spaces that aren't shown, such as hallways, landings, stairs, rooms, gardens or views. Where your photos don't cover a space, we move between the areas you have photographed instead, and the walkthrough may feel less continuous. We tell you about any significant gaps before we invoice, so you can send more photos or go ahead as it is. A walkthrough that is limited by the coverage, quality or accuracy of the materials you supplied is not a fault, and it is not grounds for a refund. If you would like a fuller result after delivery, send more photos and we will quote to update the video.

8. Your materials

8.1 "Materials" means the photos, floorplans, listing links, logos and any other content you give us.

8.2 When you send materials, you confirm that:

(a) you own them, or the owner has given you permission to use them to create a video. Listing photos and floorplans are usually owned by the estate agent or photographer who produced them. If you are a home seller using your agent's photos, you must check with your agent first;

(b) you are the owner of the property or are authorised by the owner to market it, and to have the video made;

(c) the materials accurately show the property as it currently is; and

(d) as far as reasonably possible, the materials do not show people, vehicle registrations, documents or other personal information. If they do, you have the right to share them with us.

8.3 You give us permission to use your materials only to produce, check, deliver and store your video, and to provide our service to you. We will not use your materials or video in our own marketing without your permission. If you tick the optional box on the order form, you allow us to show the finished video as an example of our work, without the property address; you can withdraw that permission at any time by emailing us.

8.4 We may refuse or pause an order if the materials are unsuitable or unlawful, infringe someone else's rights, or would require us to misrepresent the property.

9. Checking your video, revisions and putting things right

9.1 Revisions. Each order includes one round of revisions. Send us one list of the changes you want by replying to our delivery email within 5 working days of delivery. A revision round covers accuracy, room labels, captions and branding. It does not cover a new route through the property, extra rooms, new materials, a different property, or adding spaces that are not in your materials (section 7.5); we can quote for those.

9.2 Corrections. Corrections of anything that doesn't match your materials are always free and do not use up your included revision (section 7.4).

9.3 More revisions. Further revision rounds can be bought at the price shown on our website.

9.4 If you're a consumer: your legal rights. We must provide our service with reasonable care and skill, and your video must be of satisfactory quality, fit for purpose and as described. If it isn't, you are entitled to ask us to repeat or fix the work, or to replace or repair the video. If we can't do that within a reasonable time and without significant inconvenience to you, you may be entitled to a price reduction or a refund. These rights come from the Consumer Rights Act 2015 and nothing in these terms limits them.

9.5 If you're a business customer. Our obligation is to correct a video that misrepresents the property or contains a fault we caused, or, if we cannot, to refund the price of that order (section 7.4).

9.6 If we can't deliver. If we fail to deliver an order at all, we will refund it in full.

9.7 First-video guarantee. On your first order with us, if you are not happy to publish the walkthrough we deliver, tell us by email within 5 working days of delivery and we will refund that order in full. The guarantee applies once per customer (one per household, agency or branch), and only if the video has not been published, shared or used. It is in addition to your other rights under these terms.

10. Using the video: your responsibilities

10.1 You are responsible for how you publish and use the video. Property marketing must not mislead buyers or tenants, including through images and video. You must not describe the walkthrough as filmed footage, or present it as a current view of something that has changed.

10.2 Agents and other businesses. You must comply with the laws and codes that apply to your property marketing, including the Digital Markets, Competition and Consumers Act 2024 (enforced by the Competition and Markets Authority and Trading Standards), the CAP Code (enforced by the Advertising Standards Authority), your redress scheme's code of practice, and the rules of the property portals you use.

10.3 Home sellers. If an estate or letting agent markets your property, give them the video so they can check it fits their marketing and add it to your listing. Follow the rules of any website or portal where you post it.

10.4 Every video we make carries the caption "Walkthrough created from listing photography", so viewers know how it was made. The caption is part of the video and we do not supply versions without it. You must not remove, crop out or obscure it, and where you describe the video in your own marketing you should keep the same disclosure.

10.5 You must take the video down or ask us to update it if the property changes in a way that makes the video inaccurate.

10.6 Business customers only: you will reimburse us for any loss, claim or regulatory penalty we suffer because you broke sections 8 or 10.

11. Ownership and licence

11.1 We, or our licensors, own the intellectual property in our software, templates, designs and the ROAM brand. You keep ownership of your materials.

11.2 Once your order is paid, we give you a non-exclusive, perpetual, worldwide licence to use, copy and publish the video to market the property it shows, on any channel, including your website, property portals, social media, email and presentations. If you are a home seller, you may share the video with your agent so they can use it to market your property on the same basis. You may not sell or license the video on its own, or use it to market a different property.

12. Our suppliers

12.1 We use carefully chosen providers to run our service, including web hosting, forms, payments, email, file storage, automation and video generation tools. They are listed in our Privacy Policy.

12.2 Some providers may process data outside the UK. Where they do, we put in place the safeguards required by UK data protection law.

13. Personal data

13.1 We use personal information in line with our Privacy Policy.

13.2 If you are a business customer and your materials contain personal data about other people (for example, someone visible in a photo), you are the controller of that data and we act as your processor. The Data Processing Terms in Schedule 2 apply.

14. Our responsibility for loss or damage

14.1 For everyone. Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited or excluded by law. We do not guarantee that a walkthrough will lead to a sale or letting, a particular price, or a particular number of viewings, and we are not responsible for how you or others publish or use the video, or for inaccuracies in materials you supplied.

14.2 If you're a consumer. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. Loss is foreseeable if it was obvious it would happen, or if both of us knew it might happen when the contract was made. We are not responsible for loss that is not foreseeable. If digital content we supply damages a device or other digital content of yours because we did not use reasonable care and skill, we will either repair the damage or pay you compensation. Nothing in this section limits your legal rights described in section 9.4.

14.3 If you're a business customer. We are not liable for any loss of profit, sales, business, commission, fees, goodwill or reputation, or for any indirect or consequential loss. Subject to section 14.1, our total liability to you for each order, whether in contract, tort (including negligence) or otherwise, is limited to the price paid for that order. Except as set out in these terms, all terms implied by statute or common law are excluded as far as the law allows.

15. Events outside our control

15.1 We are not responsible for delays or failures caused by events outside our reasonable control, such as a failure of a supplier's systems, internet outages, or illness. If this happens, we will tell you as soon as we can and do what we reasonably can to limit the delay. If the delay is likely to be substantial, you may cancel and we will refund you for anything not delivered.

16. Ending our agreement

16.1 We may suspend or end our services to you straight away if you seriously break these terms, for example by sending materials you have no right to use.

16.2 Sections that by their nature should continue, such as sections 10, 11 and 14, continue after our agreement ends.

17. Complaints and disputes

17.1 If you are unhappy, please email hello@roamlistings.co.uk with your order reference. We will acknowledge your complaint within 2 working days and aim to resolve it within 14 days.

17.2 If you're a consumer and we can't resolve your complaint, we will tell you in writing, give you the name and website of a certified alternative dispute resolution provider, and say whether we agree to use it. You can also seek advice from Citizens Advice.

18. Changes to these terms

18.1 We may update these terms from time to time, for example to reflect changes in the law or our services. The version on our website when you pay your invoice applies to that order.

19. General

19.1 These terms, together with your invoice and order confirmation, are the whole agreement between us about each order.

19.2 You may not transfer your rights under these terms without our consent. We may transfer ours to another business that takes over our service; if you are a consumer, this will not reduce your rights.

19.3 If a court finds part of these terms unenforceable, the rest remains in force.

19.4 No one else has any rights under these terms.

19.5 If we do not enforce a right straight away, we can still enforce it later.

19.6 These terms are governed by the law of England and Wales. If you are a consumer, you can bring legal proceedings in the courts of England and Wales; if you live in Scotland you can also bring them in Scotland, and if you live in Northern Ireland, in Northern Ireland. If you are a business customer, the courts of England and Wales have exclusive jurisdiction.

Schedule 1: Model cancellation form

Complete and return this form only if you are a consumer and wish to cancel the contract. Email it to hello@roamlistings.co.uk.

To: Callum Ramsden trading as ROAM Listings, hello@roamlistings.co.uk

I hereby give notice that I cancel my contract for the supply of the following service: [order reference and property]

Ordered on: [date] / Paid on: [date]

Name: [your name]

Address: [your address]

Signature (only if this form is sent on paper): [signature]

Date: [date]

Schedule 2: Data processing terms (business customers)

S1. These terms apply where we process personal data contained in a business customer's materials on that customer's behalf (UK GDPR Article 28).

S2. Subject matter and duration: producing, checking, delivering and storing walkthrough videos, for the retention periods in S9.

S3. Nature and purpose: storage, viewing, editing and video generation using your materials.

S4. Types of personal data and data subjects: images of people, personal belongings, documents or vehicle registrations that appear in your materials. Data subjects are occupants, owners, visitors or members of the public.

S5. We will:

(a) process the data only on your documented instructions, which are these terms and your orders;

(b) make sure anyone who processes the data is bound by confidentiality;

(c) keep the data secure with appropriate technical and organisational measures;

(d) use sub-processors only under a written contract with equivalent protections, and tell you before adding or replacing one so you can object;

(e) transfer data outside the UK only with appropriate safeguards;

(f) help you respond to data subject requests and meet your security, breach notification and impact assessment obligations;

(g) tell you without undue delay after becoming aware of a personal data breach affecting your data; and

(h) give you the information you reasonably need to show compliance with Article 28, and allow reasonable audits.

S6. You authorise the sub-processors listed in our Privacy Policy.

S7. At the end of our services, we will delete or return your materials at your choice, unless the law requires us to keep them.

S8. You confirm you have a lawful basis to give us the personal data in your materials.

S9. Retention: download links stay active for 30 days after delivery. We keep source materials and a copy of the finished video for 90 days after delivery, for revisions and queries, and then delete them. You can ask us to delete them sooner.