Credits & Account Access Policy

Version 1.3 Last updated: 20 October 2026  

Housemind Ltd (registered in Scotland, company number SC906223) Registered office: Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR Website: https://housemind.uk General enquiries: info@housemind.uk Complaints: complaints@housemind.uk 

1. ABOUT THIS POLICY 

This policy explains how Housemind credits work, how you receive and use them, and what happens when credits expire, a request is cancelled, or a subscription ends. It forms part of the Housemind Terms of Service. Applicable consumer rights always take priority over any conflicting provision in this policy.  

2. WHAT HOUSEMIND CREDITS ARE 

Housemind credits are units used to access eligible concierge assistance. The credit requirement for a service reflects the nature, anticipated complexity and scope of the assistance. Credits are not a measure of a guaranteed number of minutes or hours of staff time.  Credits are not money and cannot be transferred, withdrawn or exchanged for cash, except where a refund or other remedy is required by law or expressly agreed by Housemind.  The credit requirement and the service scope will be explained before you confirm a chargeable request. For services requiring individual assessment, we will explain the proposed credit charge and obtain your approval before deducting credits. A submitted request is not a guarantee that Housemind can complete it.  If the scope changes materially or additional credits are needed, Housemind will explain the change and seek your agreement before applying an additional credit charge. We will not automatically deduct extra credits merely because a task takes longer than expected.

3. HOW YOU GET CREDITS

The following monthly subscription credits are currently included with paid plans:  Core: 0 credits per month. Essentials: 4 credits per month. Managed: 8 credits per month. Concierge: 12 credits per month.  Monthly subscription credits are available only while the relevant paid-tier entitlement applies and are subject to the rollover and expiry rules below.  You may also purchase additional credit packs. Before purchasing, we will show the pack price, number of credits, expiry terms and any material restrictions. Purchased credits are separate from monthly subscription credits.

4. FREE ACCOUNTS AND CREDIT-ONLY ACCESS

Eligible adults aged 18 or over in the United Kingdom may create a free Housemind account and purchase credit packs without taking out a paid subscription or creating a household profile. A free account can use valid purchased credits to request eligible concierge assistance, subject to service availability and any applicable service conditions.  A free account does not include monthly subscription credits or features reserved for paid household plans.  When a paid subscription ends, the customer may retain limited credit-only account access to use valid, unexpired purchased credits. Cancelling a subscription does not automatically cancel or refund credit-pack purchases.

5. HOW CREDITS ARE CHARGED

Eligible services may have a published credit requirement or an individual credit estimate confirmed before approval. The amount charged is based on the agreed service scope, not a public hourly rate.  Where a service is assessed individually, Housemind will present the proposed whole-credit charge before work proceeds. Credit charges use whole credits only; partial credits are not charged. A chargeable request ordinarily has a minimum charge of one credit unless its published terms or a specific agreement state otherwise.  A credit charge covers the agreed Housemind assistance only. It does not cover the price of goods, bookings, suppliers or other third-party services. Customers must pay all third-party suppliers directly. Housemind does not collect, hold, advance or pay supplier funds on customers' behalf.  Certain complex, bespoke or event-planning services may require a separate monetary quotation instead of, or clearly distinguished from, a credit-based service charge. Any such quotation will be explained and accepted separately before work begins.

6. SUBSCRIPTION CREDIT EXPIRY AND ROLLOVER

Essentials: unused included credits do not roll over to the next monthly subscription period.  Managed: eligible unused included credits may roll over for one additional monthly subscription period.  Concierge: eligible unused included credits may roll over for up to two additional monthly subscription periods.  A maximum of six rolled-over subscription credits may be held at a time. Rollover does not turn included credits into purchased credits or extend them indefinitely. Credits expire when their applicable entitlement or rollover period ends.  Changes to a subscription may affect included-credit entitlements. Applicable changes and their effective date will be shown during plan management. Credits must not be deducted twice or added without a corresponding entitlement.

7. PURCHASED CREDIT EXPIRY

Purchased credits are valid for 12 months from the relevant purchase date, unless a different period is explicitly shown and accepted at purchase or applicable law requires a different outcome.  Valid purchased credits remain available after a paid subscription ends through the limited credit-only account experience. An expired purchased credit cannot ordinarily be used for a new service. We will not apply expiry in a way that overrides any mandatory statutory right or remedy.  Where technically supported, credits with the earliest applicable expiry are used first. The account should show the credits available and relevant expiry information.  

8. CANCELLATION, INCOMPLETE REQUESTS AND CREDIT RESTORATION

If Housemind declines a request or cannot provide the agreed assistance, credits charged for assistance not provided will ordinarily be restored, subject to the circumstances and applicable law.  If you cancel after Housemind has begun work, we will review the assistance actually provided and any agreed, fairly disclosed cancellation terms. We will not automatically retain all credits where doing so would be unfair or inconsistent with your statutory rights. Any credit adjustment will be explained to you.  Restored credits normally keep the original expiry date. If that date has already passed while Housemind was handling an unresolved request, we will review an appropriate remedy rather than allowing an automated expiry rule to defeat an otherwise valid restoration or statutory entitlement.  Where you have a legal right to cancel a distance contract, receive a refund or obtain another remedy, those rights apply irrespective of the ordinary credit rules. Any request to begin chargeable services during a statutory cancellation period will be handled in accordance with applicable consumer law.  

9. BALANCES, ERRORS AND MISUSE  

Your account may show separate balances or records for subscription credits and purchased credits. Housemind may correct a demonstrable billing, duplication or allocation error, with an appropriate explanation and without removing credits legitimately paid for or earned.  Credits are intended for the customer's eligible Housemind services. They cannot be sold or transferred to another account unless Housemind expressly permits it. Suspected fraud or misuse may be investigated in accordance with our Terms of Service and applicable law.  

10. HELP, COMPLAINTS AND CHANGES  

For questions about balances, credit use, expiry or purchases, contact info@housemind.uk. To make a formal complaint, contact complaints@housemind.uk.  

We may revise this policy when our services or legal requirements change. We will identify the updated version and date, and provide notice of material changes where appropriate. Changes will not retrospectively remove statutory rights or unfairly alter a credit purchase already made.  This policy should be read alongside our Terms of Service, Cancellation & Refund Policy and Concierge & Event Terms.