Legal

Terms of use

Last updated 10 October 2026

These terms govern your access to and use of the Service. Please read them carefully. By creating an account or otherwise using the Service, you agree to be bound by them. If you do not agree, you must not use the Service. Our Privacy notice explains how we process personal data and is incorporated into these terms by reference.

Contents

1. About us
2. Definitions and interpretation
3. The Service
4. Eligibility and accounts
5. Estates, roles and access
6. Subscriptions and payment
7. Your right to cancel (consumers)
8. Management Companies
9. Acceptable use
10. User Content
11. The Audit Trail
12. Intellectual property
13. Third-party services
14. Availability and changes to the Service
15. No professional advice; not an emergency service
16. Limitation of liability
17. Indemnity
18. Suspension and termination
19. Changes to these terms
20. Complaints and disputes
21. Notices
22. General
23. Governing law and jurisdiction

1. About us

1.1 The Service is operated by OurGround (ourground.co.uk) (“we”, “us”, “our”).

1.2 You may contact us at contact@ourground.co.uk.

2. Definitions and interpretation

2.1 In these terms: “Service” means the OurGround web application, any associated mobile application and the systems through which they are provided; “Website” means the public information pages at ourground.co.uk; “Estate” means a managed residential development registered on the Service; “Management Company” means an organisation that manages one or more Estates and holds a company account on the Service; “Estate Administrator” means a User authorised to approve members of, and manage settings for, an Estate; “Subscription” means a paid entitlement to access an Estate on the Service for a stated period; “User” and “you” mean any individual or organisation that accesses the Service; “consumer” means an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft or profession; “User Content” means any text, photograph, location data, message or other material submitted to the Service by a User; and “Audit Trail” has the meaning given in clause 11.

2.2 Headings do not affect interpretation. The words “including”, “include” and “in particular” are illustrative and do not limit the generality of the preceding words. A reference to writing includes email.

3. The Service

3.1 The Service enables residents and managers of residential Estates in the United Kingdom to report, track and record maintenance issues, works and site inspections, to identify who is responsible for each part of an Estate, and to correspond with one another about those matters.

3.2 The Service is accessed through a web browser and, where made available, a mobile application. It requires an internet connection. Certain features require access to your device’s location or camera, which you may grant or refuse through your device settings; refusing may limit the features available to you.

3.3 We may, at our discretion, offer features of the Service free of charge or on a trial basis. We may withdraw any free or trial offering on reasonable notice.

4. Eligibility and accounts

4.1 You must be at least 14 years of age to create an account. If you are under 18, you confirm that you have the consent of a parent or guardian, and a Subscription may be purchased only by a person aged 18 or over.

4.2 You must provide information that is accurate, complete and current when registering, and keep it up to date.

4.3 You are responsible for maintaining the confidentiality of your login credentials and for all activity that occurs under your account. You must not use a password that you use for any other service. You must notify us without delay if you become aware of, or suspect, any unauthorised use of your account.

4.4 Accounts are personal to the individual who registered them and may not be shared, transferred or sold. Each member of staff of a Management Company must hold their own account.

5. Estates, roles and access

5.1 Access to an Estate is by invitation or by request. Membership is subject to approval by an Estate Administrator or the relevant Management Company, who may refuse or revoke it at their discretion.

5.2 You must not publish or distribute any invitation to join an Estate beyond those persons entitled to join it.

5.3 The functions available to you depend on the role assigned to you within an Estate. You must not access, or attempt to access, any Estate, record or function for which you have not been granted access.

6. Subscriptions and payment

6.1 Access to the content of an Estate may require a current Subscription. The price, duration and scope of each Subscription are as stated in the Service or otherwise notified to you at the time of purchase. All prices are inclusive of VAT where applicable.

6.2 A Subscription relates to a single Estate and to the account in whose name it is held, and is not transferable.

6.3 On expiry of a Subscription, access to the content of the relevant Estate may be suspended until the Subscription is renewed. Your account and any User Content you have submitted are unaffected by expiry and remain subject to our Privacy notice.

6.4 We may grant a Subscription without charge, or extend one, at our sole discretion. No other person, including a Management Company or Estate Administrator, is authorised to grant, extend or waive a Subscription on our behalf.

6.5 We may change the price of Subscriptions on reasonable prior notice. A change will not affect any Subscription already paid for.

6.6 Save as provided in clause 7 or required by law, Subscription fees are non-refundable.

6.7 Launch offer. Until 23:59 (UK time) on 25 December 2026, every User who is an approved member of an Estate, whether that membership began before or after the date of these terms, may access that Estate without a Subscription. No payment is taken during that period, and no Subscription is renewed or charged automatically at its end. From 26 December 2026, continued access for residents and councillors requires a current Subscription in accordance with this clause 6, subject to clause 6.9.

6.8 Price. A Subscription costs £1 per home, per year, inclusive of VAT where applicable. A Management Company may instead pay £1 per home, per year on behalf of the homes on an Estate and recover it through the estate charge.

6.9 New Estates. Where an Estate is activated on the Service for the first time on or after 26 December 2026, every User who is an approved member of that Estate may access it without a Subscription until three months after the date of that first activation. No payment is taken during that period, and no Subscription is renewed or charged automatically at its end.

7. Your right to cancel (consumers)

7.1 If you are a consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel a Subscription within 14 days of the day on which you purchase it, without giving any reason.

7.2 To cancel, you must inform us of your decision by a clear statement sent to the contact at 1.2 before the cancellation period expires.

7.3 Where you have expressly requested that the Subscription begin during the cancellation period, you will be liable to pay an amount proportionate to the service supplied up to the time you inform us of your decision to cancel.

7.4 We will reimburse any sum due to you without undue delay, and in any event within 14 days of the day on which we are informed of your decision to cancel, using the same means of payment as you used for the original transaction unless you expressly agree otherwise. You will not incur any fee as a result of the reimbursement.

8. Management Companies

8.1 By creating a company account, you represent and warrant that you are authorised to bind the Management Company to these terms, and that the Management Company is entitled to manage each Estate it registers on the Service.

8.2 A Management Company is responsible for: (a) the acts and omissions of its staff and of any Estate Administrator it appoints; (b) the proper issue and safekeeping of any activation codes and invitations relating to its Estates; (c) the accuracy of the information it publishes on the Service, including as to responsibility for areas of an Estate; and (d) its own compliance with data protection law in respect of personal data for which it is a controller, as described in section 6 of our Privacy notice.

8.3 Where a Management Company has entered into a separate written agreement with us, that agreement prevails over these terms to the extent of any inconsistency.

9. Acceptable use

9.1 You must use the Service only for lawful purposes connected with the Estates of which you are a member, and in accordance with these terms.

9.2 You must not, and must not attempt to, and must not permit any other person to:

1. submit User Content that is false, misleading, defamatory, obscene, discriminatory, threatening, infringing or otherwise unlawful;
2. use the Service to harass, abuse, intimidate, impersonate or monitor any person;
3. submit photographs of identifiable individuals, or personal data of any third party, except where reasonably necessary to report an Estate matter;
4. include special category personal data (such as health information) or information about criminal offences in User Content, save where strictly necessary;
5. gain unauthorised access to the Service, to any account other than your own, or to data belonging to any Estate of which you are not a member;
6. interfere with, disrupt or circumvent any security, authentication or access-control measure of the Service, or probe, scan or test its vulnerability;
7. introduce any virus, malware or other harmful code, or impose an unreasonable load on the Service;
8. use any robot, scraper or other automated means to access the Service or extract data from it;
9. copy, modify, reverse engineer, decompile or disassemble any part of the Service, save to the extent that such restriction is prohibited by law; or
10. use the Service to send unsolicited commercial communications.

9.3 Any breach of this clause 9 is a material breach of these terms. We may report any suspected criminal activity to the relevant authorities and co-operate with them, including by disclosing information in accordance with our Privacy notice.

9.4 If you believe you have identified a security vulnerability, please report it to the contact at 1.2 and refrain from exploiting or disclosing it.

10. User Content

10.1 You retain ownership of the User Content you submit. You are solely responsible for it, and you warrant that you have all rights necessary to submit it and that it complies with clause 9.

10.2 You grant us a non-exclusive, royalty-free, worldwide licence to host, store, reproduce, adapt (for technical purposes only, such as resizing images), display and transmit your User Content to the extent necessary to operate, secure and provide the Service, and to make it available to other Users of the relevant Estate in accordance with their roles. This licence continues for the retention period stated in our Privacy notice.

10.3 We do not routinely monitor User Content and do not endorse it. We may review, restrict or remove any User Content which we reasonably believe breaches these terms or the law, or in response to a complaint.

10.4 If you believe that any User Content is unlawful, infringes your rights or breaches these terms, please notify us at the contact at 1.2, identifying the content concerned and the reasons for your concern. We will consider every notice promptly and act as we consider appropriate.

10.5 Authorised staff and Estate Administrators may change the status of issues and add records relating to them, in accordance with their role.

11. The Audit Trail

11.1 The Service maintains a record of issue reports, status changes, maintenance logs and site inspections, together with the User and time associated with each (the “Audit Trail”).

11.2 To preserve its integrity, submitted maintenance logs and site inspections cannot be deleted by Users. You acknowledge that such records may be retained after your account is closed, as described in our Privacy notice.

11.3 The Audit Trail records information submitted by Users. We do not verify that information and give no warranty that it is accurate or complete.

12. Intellectual property

12.1 All intellectual property rights in the Service and the Website, excluding User Content and third-party materials, belong to us or our licensors.

12.2 Subject to your compliance with these terms, we grant you a limited, non-exclusive, non-transferable, revocable licence to use the Service for its intended purpose. No other right is granted, whether by implication or otherwise.

12.3 If you provide us with suggestions or other feedback about the Service, we may use it without restriction or obligation to you.

13. Third-party services

13.1 The Service incorporates and may link to services provided by third parties, including map imagery, postcode lookup and external mapping applications. We are not responsible for the content, accuracy or availability of any third-party service, and your use of it may be subject to that third party’s own terms.

14. Availability and changes to the Service

14.1 We will use reasonable endeavours to make the Service available, but we do not guarantee that it will be uninterrupted, timely, secure or free from error. The Service may be unavailable during maintenance or by reason of circumstances beyond our reasonable control.

14.2 We may modify, suspend or withdraw any feature of the Service. Where a change materially and adversely affects you, we will give reasonable notice where practicable and, if you are a consumer holding a Subscription, you may cancel it and receive a pro-rata refund for any unused period.

14.3 You are responsible for retaining your own copies of any records you require. If we withdraw the Service entirely, we will give reasonable notice and a reasonable opportunity to obtain a copy of your data.

15. No professional advice; not an emergency service

15.1 The Service is a record-keeping and coordination tool only. It does not replace inspection by a competent person, any statutory health and safety or building safety obligation, or any complaints procedure operated by a landlord or Management Company. Information published on the Service as to responsibility for any area is provided by Management Companies and other Users, and you should verify it before relying on it.

15.2 The Service is not an emergency service. Reports submitted through it are not monitored continuously. In an emergency involving any risk to life, health or property, you must contact the emergency services on 999, or the relevant utility or emergency repair line, directly.

16. Limitation of liability

16.1 Nothing in these terms excludes or limits our liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; or (c) any other liability that cannot be excluded or limited under the law of England and Wales.

16.2 If you are a consumer, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen. We are not responsible for loss or damage that is not foreseeable. We provide the Service for domestic and private use only, and have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity. Nothing in these terms affects your statutory rights, including under the Consumer Rights Act 2015.

16.3 If you are a business (including a Management Company and its staff acting in that capacity), and subject to 16.1: (a) all conditions, warranties and representations implied by statute, common law or otherwise are excluded to the fullest extent permitted by law; (b) we shall not be liable, whether in contract, tort (including negligence), breach of statutory duty or otherwise, for any loss of profits, revenue, business, goodwill or anticipated savings, any loss or corruption of data, or any indirect or consequential loss; and (c) our total aggregate liability arising out of or in connection with these terms in any period of 12 months shall not exceed the greater of £100 and the total sums paid by you to us under these terms in that period.

17. Indemnity

17.1 If you use the Service in the course of a business, you shall indemnify us against all losses, liabilities, damages, costs and expenses (including reasonable legal fees) arising out of any claim by a third party resulting from your User Content, your use of the Service or your breach of these terms.

18. Suspension and termination

18.1 You may stop using the Service at any time and may request the closure of your account using the contact at 1.2.

18.2 We may suspend or terminate your access to the Service, in whole or in part and with or without notice, if we reasonably believe that you have materially breached these terms, that your use of the Service presents a risk to the Service or to other Users, or where we are required to do so by law.

18.3 If we terminate your access other than by reason of your breach, and you are a consumer holding a Subscription, we will refund a pro-rata amount for any unused period.

18.4 On termination, your right to use the Service ends immediately. Clauses 10.2, 11, 12, 16, 17, 20, 22 and 23, and any other provision which by its nature is intended to survive, shall survive termination.

19. Changes to these terms

19.1 We may amend these terms from time to time, including to reflect changes to the Service or to the law. The date of the latest revision appears at the top of this page. Where a change is material, we will give you at least 14 days’ notice through the Service or by email before it takes effect. If you do not accept a change, you may close your account before it takes effect and, if you are a consumer holding a Subscription, receive a pro-rata refund for any unused period. Your continued use of the Service after a change takes effect constitutes acceptance of it.

20. Complaints and disputes

20.1 If you have a complaint about the Service, please contact us using the details at 1.2. We will acknowledge your complaint promptly and aim to resolve it within 30 days.

20.2 Complaints about the management of an Estate, including the condition of any area or the resolution of any issue reported on the Service, should be directed to the relevant Management Company under its own complaints procedure.

20.3 Nothing in this clause affects your right to bring proceedings in accordance with clause 23 or to refer a dispute to any alternative dispute resolution scheme available to you.

21. Notices

21.1 We may give notice to you by email to the address associated with your account or by a message displayed in the Service. You may give notice to us by email to the address at 1.2. A notice sent by email is deemed received at the time of transmission, or, if that time falls outside business hours, at 9.00 am on the next business day.

22. General

22.1 Entire agreement. These terms, together with our Privacy notice and any separate written agreement referred to in clause 8.3, constitute the entire agreement between you and us relating to the Service, and supersede any prior understanding. Nothing in this clause limits liability for fraud.

22.2 Events beyond our control. We shall not be in breach of these terms, nor liable for any failure or delay in performance, to the extent caused by an event beyond our reasonable control.

22.3 Assignment. You may not transfer your rights or obligations under these terms without our prior written consent. We may transfer our rights and obligations to another organisation; we will notify you if we do so, and it will not adversely affect your rights under these terms.

22.4 Severance. If any provision of these terms is found to be invalid or unenforceable, it shall be deemed modified to the minimum extent necessary to make it valid and enforceable, and the remaining provisions shall continue in full force and effect.

22.5 Waiver. No failure or delay in exercising any right or remedy shall constitute a waiver of it or of any other right or remedy.

22.6 Third-party rights. No person other than you and us has any right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of these terms.

22.7 Relationship. Nothing in these terms creates any partnership, joint venture, agency or employment relationship between you and us.

22.8 Language. These terms are available in English only.

23. Governing law and jurisdiction

23.1 These terms, and any dispute or claim arising out of or in connection with them or their subject matter (including non-contractual disputes or claims), are governed by the law of England and Wales.

23.2 The courts of England and Wales have exclusive jurisdiction, save that, if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of your country of residence, and the mandatory consumer protection laws of that country will apply.