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 sending an email to 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 to provide professional advice on issues identified with the images. This process ensures that users receive accurate and relevant feedback and support. Our experts are committed to maintaining the confidentiality and security of all uploaded images and will only use them for the purpose of enhancing 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. However, 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 to our services or content will be uninterrupted, error-free, or secure. For example, access to our services and/or content 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 the descriptions carefully.
Provision of Services
6.1 The App and Website, and the services and content we provide through them (including information and guidance from any property specialists introduced to you through the App and/or Website), are for information and education purposes only. They are intended to be a general guide for your domestic and personal use only and cannot be a substitute for in-person professional advice specific to your property and individual circumstances. You must not use our services for commercial or business purposes.
6.2 Nothing on, or accessible via, the App and/or Website constitutes professional advice or a recommendation to take or not to take any particular action. You should always seek the advice and opinion of a suitably qualified local professional who has visited your property before deciding what (if any) action is appropriate for you and your property.
6.3 Users of the LLM integration provided by Planna through the chat service "Anna" acknowledge and agree that any advice, estimates, 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 or guidance. Planna makes no representations or warranties of any kind, express or implied, as to the accuracy, completeness, reliability, or suitability of such information, and shall not be liable for any damages or losses arising out of or in connection with the use or reliance on such information, including without limitation any direct, indirect, incidental, consequential, or punitive damages. Users are solely responsible for assessing the suitability of any advice, estimates, or other information obtained through the integration for their particular needs, and for obtaining professional advice as necessary.
6.4 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 or do not say or do. When you connect with those experts you do so direct and any contract you enter into will be with them and not us. However, you must treat them fairly and respectfully and comply with our Community Guidelines which are incorporated into these terms.
6.5 The services and content we provide to you were designed for use in the UK. We cannot guarantee that it is appropriate or will be available for use in locations outside of the UK. If you use the services or content outside of the UK, you are responsible for ensuring that you comply with any local laws.
6.6 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 a video consultation with an expert through the App and/or the Website to allow them to have that call or make other arrangements, as appropriate.
6.7 We may make suggestions or recommendations through the App and/or the Website in relation to products and services provided by third parties. We are not responsible for them and are not liable to you in connection with them.
6.8 We are not liable to you for any losses you incur because of any delay caused by circumstances beyond our reasonable control.
6.9 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.
6.10 If you have a problem with any services or content from us, please contact us as soon as possible by sending an email to support@planna.co and provide full details of the problem.
Prices and Payment
7.1 Prices for the services and content and the services of any expert you may connect with through the App and/or Website are set out in the App and on the Website. Prices may change at any time, except that such changes will not affect any existing bookings.
7.2 We use Stripe (www.stripe.com) to handle all payment processing for the App and Website. If you choose to make a booking for a video consultation with an expert through the App and/or Website, you must agree timeslots, dates, prices to be charged, and cancellation terms with the expert through the App and/or Website and will be asked to provide payment card details to Stripe to take a pre-authorisation for the agreed price.
7.3 Stripe will take payment from the payment card once you have completed your video consultation with the expert.
7.4 The arrangements you make with an expert through the App and/or Website are direct with that expert and not with us. But if you are unhappy with your experience with an expert you have connected with through the App and/or Website, please send an email to support@planna.co and provide full details of your concerns. If you would like to dispute any charges made to your payment card, please raise a dispute and follow the procedure through the Dispute Resolution section of the App.
Intellectual Property and Use Restrictions
8.1 We are the proprietor or licensee of all intellectual property rights in relation to the App and Website and their content, including but not limited to copyright, trade and brand names, trademarks, and get-up. No part of the App and/or Website or their content (including downloadable materials) may be reproduced or used in any material way except as permitted by law or under the provisions of clause 8.2 below or with our prior written consent. Any use except as specified in this notice may constitute an infringement of our rights. We reserve the right to act against any person infringing our rights.
8.2 You may copy, print, or download limited extracts of the content we make available to you through the App and Website for reasonable personal, non-commercial, research, and educational use only.
8.3 You must not copy or use our services or content for any other purpose, including but not limited to commercial, business, or resale purposes, or make it available (or copies of it available) to any third parties at any time, without our prior written consent.
8.4 You must not record any of the services or content we make available to you or any video consultations with experts through the App and/or Website, whether by video, audio, or by any other means.
Events Beyond Our Control
9.1 We are not liable to you if we fail to comply with these terms because of circumstances beyond our reasonable control.
Points and Rewards
10.1 The App will 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 license to use, reproduce, distribute, and display such content in connection with the services provided through the App and/or Website.
11.3 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.
Governing Law and Jurisdiction
13.1 These terms and conditions are governed by English law. Any disputes arising from or related to these terms or your use of the App and/or Website will be subject to the exclusive jurisdiction of the courts of England and Wales.
Communications
14.1 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.
14.2 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.
14.3 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.
14.4 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.
14.5 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.