Last updated: 25/09/2025

About Us

1.1 We are PLANNA LIMITED, a company registered in England and Wales under company number 12933453. Our registered office is at: 174 Hammersmith Road, London, England, W6 7JP.

How to Contact Us

1.2 You can contact us by email at support@planna.co or via the “Contact” section of our Planna App (the “App”), available through the Apple App Store and the Google Play Store, and/or our website at Planna.co (the “Website”).

Image Review and Expert Advice

1.3 From time to time, images uploaded by users may be reviewed by experts to help improve user experience and provide professional advice on issues identified with the images. Our experts are committed to confidentiality and will only use uploaded images to enhance the services we provide.

Terms and Conditions

3.1 Please read these terms carefully as they set out important information about your rights and obligations and our rights and obligations.
3.2 Any reference to “we”, “us” or “our” in these terms is to PLANNA LIMITED, and any reference to “you” or “your” is to the person using our services and contracting with us.
3.3 You must be at least 18 years old and a resident of the UK to use our services and contract with us.
3.4 We may make changes to these terms at any time. The terms that apply will be those in force at the time you used our services or contracted with us.
3.5 Please save a copy of these terms and any emails from us for your records.

Availability

4.1 We cannot guarantee that any services or content will be available at any given time. We also cannot guarantee that access will be uninterrupted, error-free, or secure. Access may be temporarily unavailable while we carry out maintenance or for other technical reasons.

Descriptions

5.1 Descriptions of our services and content are set out in the material we make available to you in our App and on our Website. Please read these carefully.

Provision of Services

6.1 The App and Website, and the services and content we provide through them (including but not limited to AI-powered insights, neighbourhood content, property data, valuations, condition assessments, RoofScores, HomeScores, estimated repair costs, and recommendations of third-party professionals), are provided for informational and decision-support purposes only. They are intended to assist you in forming your own view of a property or neighbourhood but are not a substitute for your own due diligence, professional expertise, or regulatory obligations.

6.2 Our insights, scores, valuations, estimates, and recommendations are generated using AI and multiple data sources. Each output may be accompanied by a confidence indicator or scoring range to show the level of certainty. These are provided as guidance only. While we take reasonable steps to provide accurate and useful information, we cannot guarantee the accuracy, completeness, reliability, or suitability of any content. Data may be incomplete, outdated, or contain errors, and outputs may not reflect the true condition, value, or risks relating to a property.

6.3 Nothing on, or accessible via, the App and/or Website constitutes financial, investment, surveying, insurance, or legal advice, or a recommendation to take or not to take any particular action.

6.4 If you are acting in a professional capacity (including but not limited to as a mortgage broker, lender, insurer, surveyor, or financial adviser), you acknowledge and agree that:

  • You remain solely responsible for your own professional advice, checks, and compliance with applicable laws and regulations;
  • Our outputs may be used as supporting information, but must not be relied upon as the sole or determinative factor in any lending, underwriting, investment, or property decision;
  • You are responsible for assessing whether our outputs are appropriate for your intended use.

6.5 If you are a consumer, you must carry out your own research and/or seek qualified professional advice before making any decision relating to a property, including but not limited to buying, selling, insuring, or renovating.

6.6 Users of the LLM integration provided by Planna through the chat service “Anna” acknowledge and agree that any advice, estimates, insights, or other information obtained through the integration is provided for general informational purposes only and should not be relied upon as a substitute for professional advice.

6.7 Any experts you connect with through the App and/or Website are independent contractors and not authorised to do or say anything on our behalf. We are not responsible for them or anything they say or do.

6.8 The services and content we provide were designed for use in the UK. We cannot guarantee that they are appropriate or available outside the UK.

6.9 We reserve the right to change or discontinue the services and content we make available through the App and Website at any time, except that we will provide reasonable notice to users who have scheduled consultations.

6.10 We may make suggestions or recommendations through the App and/or Website in relation to third-party products and services. We are not responsible for them and are not liable to you in connection with them.

6.11 We are not liable to you for any losses you incur because of any delay caused by circumstances beyond our reasonable control.

6.12 We will provide our services to you with reasonable care and skill, and the content that we provide to you will be as described, fit for purpose, and of satisfactory quality.

6.13 If you have a problem with any services or content, please contact us at support@planna.co with full details.

Prices and Payment

7.1 Prices for services are set out in the App and on the Website. Prices may change, but changes will not affect existing bookings.
7.2 We use Stripe to process payments. By booking services, you agree to Stripe’s terms and provide payment card details as required.
7.3 The arrangements you make with any expert through the App and/or Website are direct with that expert and not with us.

Intellectual Property and Use Restrictions

8.1 We are the proprietor or licensee of all intellectual property rights in relation to the App, Website, and their content, including but not limited to copyright, trade and brand names, trademarks, databases, algorithms, AI models, data outputs, insights, scores, valuations, and get-up. All such rights are reserved.

8.2 You may copy, print, or download limited extracts of the content we make available to you through the App and Website for your own reasonable personal, non-commercial, research, and educational use only.

8.3 You must not, without our prior written consent:

  • (a) copy, reproduce, distribute, publish, or make available any part of our services, content, or outputs (including downloadable materials, AI insights, scores, valuations, or data) to any third party;
  • (b) use our services, content, or outputs for any commercial, business, or resale purpose, except where expressly permitted in writing by us;
  • (c) use our services, content, or outputs to create, train, improve, or otherwise contribute to the development of any artificial intelligence system, machine learning model, or automated dataset;
  • (d) scrape, harvest, or otherwise extract data from the App or Website for storage in a separate database, repository, or system;
  • (e) modify, adapt, translate, reverse engineer, decompile, disassemble, or otherwise attempt to derive source code, underlying models, or algorithms from the App, Website, or any outputs;
  • (f) record, copy, or capture any services or consultations (whether by video, audio, screenshots, or otherwise).

8.4 Any use except as expressly permitted by these terms may constitute an infringement of our rights, and we reserve the right to take legal action against any person or organisation infringing those rights.

Events Beyond Our Control

9.1 We are not liable if we fail to comply with these terms because of circumstances beyond our reasonable control.

Points and Rewards

10.1 The App may specify a recommended activity level for your home and set monthly tasks for you to complete, based on the information you have provided to us during the account registration process, through our external data sourcing, or as a subsequent update.
10.2 If you complete your task-based activities, you may be offered, at our sole discretion, an opportunity to be awarded reward points through the App. Reward points may also be awarded in other circumstances, including, for example, for completing other challenges set through the App or inviting friends to install the app.
10.3 We may, without obligation, offer you the opportunity to exchange your points for Partner Rewards through the App.
10.4 Access to the points, Partner Rewards, and other functions in the App will be offered solely at our discretion, and the availability of any such Partner Rewards and the number of points required in exchange for them will be subject to change from time to time. For the avoidance of doubt, these terms and conditions do not grant you any right to points or Partner Rewards, and we have no obligation to provide or make any points or Partner Rewards available to you or any other person.
10.5 Reward points have no monetary value and may only be used in the App in exchange for Partner Rewards. Partner Rewards will be issued in the form of a code, link, or other representation (at our discretion), subject to a validity period and must be redeemed by you during such period. We accept no responsibility for the loss by you of Partner Rewards after they have been issued, whether during the validity period or otherwise.
10.6 Partner Rewards may not be used in conjunction with other offers, and unless otherwise stated on the App, may only be used once.

User-Generated Content

11.1 Users may upload images, comments, and other content to the App and/or Website (“User Content”). User Content must comply with our Community Guidelines, and by uploading User Content, you confirm that you own or have the necessary rights to upload it and that it does not infringe any third-party rights.

11.2 By uploading User Content, you grant us a non-exclusive, worldwide, royalty-free, transferable licence to use, reproduce, distribute, and display such content only in connection with the operation, improvement, and development of our services (including internal use for quality control, model training, and service enhancement).

11.3 We will not sell, license, or make your User Content available for the purpose of training third-party AI or machine learning systems.

11.4 We reserve the right to remove any User Content that does not comply with our Community Guidelines or is otherwise deemed inappropriate at our sole discretion.

Cancellation and Termination

12.1 You may terminate your account with us at any time by following the instructions in the App or sending an email to support@planna.co. Upon termination, you will no longer have access to your account or any content or services provided through the App and/or Website.
12.2 We may suspend or terminate your access to the App and/or Website at any time if we believe you have violated these terms or any applicable laws or regulations.

Disclaimers and Limitation of Liability

13.1 To the maximum extent permitted by law, we exclude all warranties, representations, and guarantees (whether express or implied) in relation to the App, Website, services, and content, including AI-powered insights, valuations, scores, estimates, and recommendations.

13.2 You acknowledge and agree that:

  • AI-generated outputs may be inaccurate, incomplete, or misleading, even where accompanied by a confidence score;
  • Data sources may be incomplete, outdated, or contain errors;
  • Our content should not be relied upon as the sole basis for making any decision;
  • You are responsible for carrying out your own checks, research, due diligence, and professional advice before making or recommending any property, financial, or lending decisions.

13.3 We will not be liable for any losses, damages, costs, or expenses (including without limitation direct, indirect, incidental, consequential, or punitive damages) arising out of or in connection with your use of, or reliance upon, our services, content, insights, valuations, or recommendations.

Governing Law and Jurisdiction

14.1 These terms are governed by English law. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Communications

15.1 By signing up for and using our services, you agree to be contacted by us via email, SMS, WhatsApp, and push notifications. These communications are intended to improve your experience and to notify you about services, products, and features within the App.
15.2 These communications may include, but are not limited to, updates on new features, reminders about scheduled tasks or appointments, promotional offers, and other relevant information to enhance your use of the App and Website.
15.3 You can adjust your communication preferences at any time within the settings section of the App. This includes opting out of specific types of communications or choosing to receive fewer notifications.
15.4 Even if you opt out of certain communications, we may still send you essential service-related messages, such as confirmations of transactions, updates on your account, or changes to our terms and conditions.
15.5 We are committed to protecting your privacy and will handle your personal information in accordance with our Privacy Policy, which you can access through the App or on our Website.