Terms of Service

Version: 1.2 · Last updated: 20 October 2026

Free accounts, subscriptions, credits and household concierge

1. Operator, definitions and contact

These Terms govern Housemind, operated by Housemind Ltd (SC906223), registered in Scotland, registered office Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR. Contact info@housemind.uk; privacy@housemind.uk for privacy; complaints@housemind.uk for complaints.

“Account holder” means the adult registering; “Owner” means subscription purchaser who controls eligible household membership; “Credit” means an internal service allowance, not money or stored monetary value. Additional terms attached to an accepted bespoke quote form part of that order.

2. Eligibility and free accounts

Accounts are for people aged 18+ in the UK. Free registration does not create a paid subscription or any monthly credit entitlement. Free users may purchase credit packs and submit eligible concierge requests on a credit-funded basis without creating a household. The app may limit free accounts to concierge-request history, credits, payments, profile, privacy controls and support; household-management functions require an eligible paid plan.

Users must keep logins secure, provide accurate information and not submit confidential credentials, full card numbers, passports, NI numbers or medical files. Housemind may suspend access for security or misuse, acting fairly and preserving statutory rights.

3. Paid subscription plans

Plans bill monthly until cancelled. Exact entitlements and customer-facing plan details shown before payment form part of the purchase. Tier changes: upgrades take effect immediately with the clearly displayed billing adjustment; downgrades at the next renewal. No mid-cycle charge should occur without prior pricing disclosure.

4. Credits and fair use

Credits pay for eligible Housemind staff time, not external supplier charges. One credit generally represents approximately ten minutes of eligible work; Housemind quotes an estimated whole-credit amount and notifies the user if authorisation for more credits is required. Conversion from time to whole credits rounds down for a remainder below 5 minutes and up at 5 minutes or above, subject to a clearly displayed minimum of one credit for a chargeable request.

Credits are allocated to the billing owner and shared across their permitted households. Unused included credits: Essentials do not roll over; Managed may roll over for one further monthly cycle; Concierge for two further monthly cycles, subject to a maximum accumulated rollover balance of six. Credits are spent against the soonest-expiring applicable allowance first. Included credits cease when their permitted validity ends and do not turn into cash.

Purchased credits expire 12 months after purchase (clearly stated before payment), remain available after subscription cancellation through limited credit-only access, and are non-transferable and non-redeemable for cash except as required by law. Expiry and rollover rules must be implemented to match these terms. Credits for requests Housemind cannot fulfil will be returned to the original applicable grant where possible, with expiry adjustment where necessary to avoid unfair forfeiture caused by Housemind.

5. Service scope and availability

Standard catalogue requests included in an eligible plan are fulfilled under available credits/entitlements without a new monetary service quotation. Bespoke projects are quoted separately. Staff assistance operates 9:00am–7:00pm UK local time, 7 days including weekends and bank holidays; Housemind aims to provide an initial substantive response within 24 hours of request submission, subject to occasional disruption, peak demand, service outages and circumstances outside reasonable control. This is a response target, not an undertaking to complete a task in 24 hours or provide emergency assistance.

No emergency response, regulated legal/financial/medical advice, password handling, property management or regulated travel packaging is supplied unless separately and lawfully introduced. We can reject unlawful, unsafe or unavailable tasks and will explain and reverse service-credit charges where appropriate.

6. Bespoke quotes, expenses and event projects

Bespoke work starts only after the customer accepts a quote identifying scope, reference number, price, applicable tax, timing, cancellation rules and any agreed deposit. Housemind normally requires full payment before commencing fixed-price bespoke work; for packages over £100, an admin may offer a deposit and balance schedule. Event-planning projects may use staged payments and a pre-event final balance expressly specified in the quote.

Third-party costs are distinct from Housemind fees. Customers contract with and pay each supplier directly. Housemind will not collect, hold, advance, reimburse or pay supplier charges on a customer’s behalf. A customer must personally complete any required supplier payment, and Housemind must obtain the customer’s approval before placing a binding booking or order. Scope changes require a written variation and customer acceptance before additional charges. See Concierge and Event Service Terms.

7. Billing, renewal and cancellation

Subscribers may cancel at any time in the app or by contacting info@housemind.uk, stopping future renewal; ordinary access continues to the end of the paid period unless a statutory right or other agreed arrangement applies. A failed renewal may trigger notice and a 7-day opportunity to correct payment before paid entitlements are restricted. On cancellation, the user retains only eligible purchased-credit access, not general premium household features. Refund and cooling-off details appear in the Cancellation & Refund Policy.

8. Household data, access and closure

Household owners invite authorised adults with role-based access; private items remain restricted by the intended visibility rule. A departing owner may propose an eligible successor with safeguards against leaving a paid household without an accountable owner. Closing a household and erasing personal data are separate processes and may be subject to applicable retention exceptions. Customers must have appropriate authority to share information about other people.

9. Responsibility and law

Housemind will provide services with reasonable care and skill. Nothing excludes rights or liability that cannot legally be excluded, including liability for death or personal injury caused by negligence, fraud or other non-excludable liability. Disputes and complaints: complaints@housemind.uk. Scots law applies, without reducing mandatory consumer rights or access to courts available under applicable consumer law. Changes with material impact will be communicated appropriately and will not retrospectively remove accrued statutory rights.

10. Direct supplier payments

Suppliers such as garages, venues, caterers, retailers and entertainers are paid directly by you. Housemind never receives or forwards supplier funds, does not advance supplier costs, and does not request your card credentials. We may help you compare suppliers and coordinate agreed arrangements, but you are responsible for reviewing the supplier’s own price, cancellation conditions and payment request. Any supplier contract is normally between you and that supplier; Housemind remains responsible for performing its own services with reasonable care and skill.

11. Changes to this agreement

We will notify you of material changes within a reasonable period and explain options where the changes affect your paid contract. No policy removes your rights under consumer law.

Housemind Ltd · Registered in Scotland, SC906223 · Registered office: Office 1, Technology House, 9 Newton Place, Glasgow G3 7PR · info@housemind.uk