Please read the Terms and Conditions before engaging with our service.

If you have any questions about this agreement, our service or that of the third party suppliers please contacts our support team on 03333 208 788

Summary of definitions

Our Service – Dwela instructed to sell your property and provide an exceptional service, using effective marketing and advanced technical development to make the process transparent and keep you informed. The details are provided on the website.

Seller or Vendor
– the person(s) or party legally entitled to sell the property.

Purchaser or Buyer
– the person(s) or party buying the property.

Conveyance
– the legal process to complete the purchase performed normally by a solicitor

Completion Date
– the date the property transaction completes.

Fees
– the cost for selling the property shown on the Dwela website.

Property
– the property that relates to the property specifically contracted to be sold by Dwela

Payment
– the amount you pay Dwela for selling and marketing the property.

Money Laundering
– Dwela will obtain evidence of identification by way of photographic and personal ID checks to ensure the client is who they say they are and money is not the proceeds of crime.

Third Party Services
– Dwela have a range of service which includes conveyance, financial services, insurance and other home moving products and services.

Home Buyers Protection
– clients who use our conveyance service are automatically insured for £600 of cover for abortive purchase costs. Terms and conditions apply.

Energy Performance Certificate
– this certification is included in our fee.

Much like the multi-coloured sticker on new appliances, EPCs tell you how energy efficient a building is and give it a rating from A (very efficient) to G (inefficient). EPCs let the person who will use the building know how costly it will be to heat and light, and what its carbon dioxide emissions are likely to be.

The EPC will also state what the energy-efficiency rating could be if improvements are made and highlights cost-effective ways to achieve a better rating. Even if you rent your home, some improvements noted on the EPC may be worth implementing, such as switching to more energy-efficient light bulbs.

The sales process

By placing a tick in the terms and condition box on the Dwela website you are accepting our terms and conditions.

Dwela and their staff will endeavour to market and sell your property to the best of their ability with transparency and a blend of technology with a human touch, the agreement should be read and fully understood. If any aspect of our service requires clarification please do not hesitate to contact us. We try to demystify the home buying and selling process and everything is explained on the Dwela website.

We reserve the right to amend the service and we will make all reasonable efforts to keep you informed of any changes to service or website.

You agree to pay Dwela a fee in payment for our service to sell your property.

Dwela will use all marketing opportunities to introduce a quick and efficient sale.

You agree to us carrying out checks to meet money laundering regulations and ID checks.

It is your responsibility to agree to the accuracy of the photographs, floor plans and descriptions provided by Dwela.

You agree to allow Dwela to advertise third party services for which Dwela may receive a commission. Dwela will only engage with reputable third party providers, however, Dwela are not responsible for the advice. The terms and condition for such advice will be provided by the provider.

We do not offer a refund in the event of a cancellation of this contract.

Our current fee structure is on the website and will be confirmed by Dwela at the time you submit an instruction for any of our services.

In addition to the fees payable in respect of any instruction, Dwela reserves the right to charge additional fees in the following circumstances:

If you request additional services beyond the scope of our services;

Or

If you cancel any scheduled media visit to your property after 4pm on the day prior to the appointment.

The amount charged by Dwela will be in accordance with reasonable industry practice and notified to you accordingly. In the case of a media visit, or a cancelled order on which a media visit was not completed, the amount will be £150.00.

Dwela has used all reasonable endeavours to ensure the accuracy and completeness of the website. We do not give any representations, assurances, undertakings or warranties about the accuracy, correctness or fitness for purpose regarding the site or any website referred to it as a third party supplier. You should seek appropriate professional advice before taking any action based on any information held on the website.

Dwela are not responsible for any information carried by third party providers.

The contents of the website, its hard copy documentation and media files are the copyright of Dwela. You may make copies for your personal use only. You are not permitted to copy, distribute or use its contents in any other way without prior written consent.

Fee comparisons and statements made by Dwela are taken from industry bodies and private financial institutions, and are calculated using average alternative estate agency fee data as published from time to time by respected industry and government sources including the Office of Fair Trading. The accuracy’s of such information is only Best endeavours and we are not responsible for the information.

Payment methods

In respect of certain services (as detailed on the website), Dwela offers you the choice to pay Fees and Charges at the point of order (Pay Now) at a later date( Pay Later) or only upon exchange of contracts for the sale of the property (Pay on Sale), subject to the conditions as set out within this agreement. In the absence of any express indication to the contrary, all fees and charges must be paid on the Pay Now basis.

The following terms apply to services provided on the Pay Now basis. You agree to pay all fees on submitting any order for services.

The following terms and conditions apply to services provided on the Pay Later basis. You agree to pay all fees and/or charges on the earliest of the following events:

1. On completion of the sale of the property.
2. On your request for Dwela to cease provision of the services in full.

The following terms and conditions apply to services provided on the Pay On Sale basis:

1. Dwela shall provide advertising services for a period of 6 months commencing on the date the property is first listed for sale (Pay On Sale period).
2. At the end of the pay on sale period, Dwela shall be under no further obligation to provide any further advertising services, but shall have the right to elect, at its sole discretion, to continue to provide advertising services for an additional period of up to 6 months. (Extended Pay On Sale Period).
3. You agree that Dwela shall be your sole and exclusive agent for a period of 12 weeks commencing on the date the property id first listed for sale. (Sole Agency Period)
4. The applicable Fees and Charges shall become payable on the earliest of the following events:
   1. If at any time contracts for the sale of the property are exchanged with a buyer introduced by Dwela during the Pay On Sale period, or with whom Dwela had negotiations about the property during the Pay On Sale period; or
   2. If applicable, if at any time contracts for the sale of the property are exchanged with a buyer introduced by Dwela during the Extended Pay On Sale period, or with whom Dwela had negotiations about the property during the Extended Pay On Sale period; or
   3. A buyer is introduced by another agent during the Sole Agency Period; or
   4. after the Pay On Sale period has ended, an individual that was introduced by Dwela or with whom Dwela negotiated about the property during the Pay On Sale Period becomes the buyer of the property.
5. The Fees and Charges must be paid out of the completion monies relating to the sale of the property before any other disbursements, except solicitors’ or conveyancers’ fees. Payment of the fees and charges shall be made on your behalf by your solicitor/conveyancer and you are responsible for ensuring that they are fully aware of this. Your acceptance of these terms and conditions authorises your solicitor/conveyancer to settle Dwela’s account in accordance with this agreement.
6. In the event that your appointed solicitor/conveyancer does not pay the fees and charges then you are liable to settle the amount to us on the completion date.
7. Upon commencement of the Pay On Sale Period or Extended Pay On Sale Period, you shall not entitled to transfer to services provided on either the Pay Now or Pay Later basis.

All Payments made by debit or credit card. Dwela does not accept any liability if payment is refused or declined by the debit/credit card provider.

In respect of online payments only, Dwela will confirm that your payment has been successful via an online confirmation screen and (if you have supplied a valid email address) by confirmation email. Please keep a note of the transaction receipt number as you will need to quote this if you have any queries with your payment.

The company provides a secure online payments facility, fully managed to Level 1 approval in line with the payment Card Industry (PCI) requirements.

The online payment system complies with all industry financial security requirements.

In the event that you believe you have been billed in error, you must notify Dwela immediately upon becoming aware of the discrepancy. We will review all such notifications and where appropriate issue a refund in respect of any incorrect charge.

Cancellations and refunds

The cooling off period is 14 day and you are entitled to a full refund if you cancel our service. We will not engage with marketing or listing of your property until you are happy to proceed.

In the event that Dwela has commenced the marketing during the cooling off period at your request any refund will be adjusted based on the costs incurred by Dwela leading up to cancellation.

Following the cooling off period, you are entitled to cancel the service at any time but will not be entitled to any refund.

Privacy

Dwela will only use personal information in performing our obligations under this agreement. We will only hold your information for as long as necessary for these purposes. All staff who have access to your personal information are obliged to respect the confidentiality of your personal data.

Upon request we will inform you whether your personal information is stored by us.

If you are concerned about the processing of your personal information by Dwela you can contact us at: 3 Highcliff View, Westgate, Guisborough, TS14 6AY, or:

The Office of the Information Commissioner, Wycliffe, Housewater Lane, Wilmslow, Cheshire, SK9 5AX.

Complaints

It is a condition of our membership with the Property Ombudsman Scheme that we provide information relating to our complaints procedure. In the event of a complaint correspondence should be sent to Dwela Limited, 3 Highcliff View, Westgate, Guisborough, TS14 6AY or emailed to hello@dwela.co.uk – All complaints will be acknowledged.

Dwela Limited is registered with The Property Ombudsman and follow their procedures for consumer complaints.