1. About our service

LandRegistryGB ("we", "us", "our") is an independent, privately operated property document retrieval and administration service covering England, Wales and Scotland. We are not HM Land Registry, Registers of Scotland, GOV.UK, the UK Government or any local authority, and we are not affiliated with, endorsed by, or acting on behalf of any of those bodies. The official documents we deliver originate from the relevant statutory register; our fee covers the convenience, administration, retrieval, formatting and customer support work we perform on your behalf.

2. Formation of contract and acceptance

By ticking the agreement box at checkout and submitting payment you enter into a legally binding contract with LandRegistryGB on these terms. You confirm you are at least 18 years old, have authority to enter this contract, and that the information you supply (including property address and email) is accurate. These terms, together with our Privacy Policy, constitute the entire agreement between you and us and supersede any prior representation.

3. Pricing and payment

All prices are displayed in GBP and are inclusive of any applicable VAT and our service and processing fee. Payment is taken in full at the point of order via our payment processor (Stripe). You authorise us to charge the payment method provided for the full order amount.

4. Delivery times and service levels

Express (Fast Track) delivery. Where you select and pay for the Express delivery option, your order will be prioritised. For Express orders placed between 9:00am and 7:00pm UK (London) time, delivery will be made within minutes of payment clearing, save for events outside our reasonable control (see clause 9). For Express orders placed outside those hours we cannot guarantee any specific delivery time; such orders will be processed at the next available opportunity, typically the following morning. The Express fee remains payable in those cases as it secures priority in our processing queue.

Standard delivery. Where Express delivery has not been purchased, we aim to deliver documents the same working day the order is placed, subject to register availability and processing queues. No sub-hour turnaround is offered or implied without Express delivery.

Working hours. Our standard processing hours are Monday to Friday, 9:00am to 7:00pm UK (London) time, excluding English and Welsh bank holidays.

5. Nature of documents supplied and no advice

Documents are official copies sourced from the relevant register at the time of order. We do not interpret, verify, advise on, or warrant the legal effect of any document. Documents are supplied for information only and do not constitute legal, conveyancing, financial, surveying or tax advice. You should consult a qualified solicitor, conveyancer or other regulated professional before acting on the contents. Where included, any flood risk report is generated from publicly available environmental data, is indicative only, and is not a regulated flood report for conveyancing purposes.

5a. Freehold and leasehold titles

A single property address may have more than one title registered against it, typically a freehold title and a separate leasehold title (for example, a flat within a freehold building). When you place an order you select, or we infer from your request, the tenure you want. You agree that:

• you are responsible for choosing the correct tenure (freehold or leasehold) for your purpose;
• where the tenure you selected exists on the register, we will supply that tenure and your order is complete on delivery;
• where the tenure you selected does not exist on the register for the property (for example, you ordered a freehold title but only a leasehold title is registered), we will supply the other tenure that is available so your order is fulfilled, and this is treated as full performance of your order;
• delivery of either the requested tenure or, where unavailable, the alternative tenure, is full performance of the order and no refund is due under clause 7 simply because the document supplied is of a different tenure to the one you originally selected.

5b. Property data pack (Scottish, English and Welsh title orders)

Orders for title documents for properties in Scotland, England or Wales include a property data pack: a short report about the property's area, compiled by us from publicly available open data. The data pack is included within the total price you pay for your order. It is not sold or charged separately, and the price of your order is the same whether or not you use it.

The data pack is supplied for information only. It is not an official register document, and it is not a survey, valuation, mining report or legal advice. Its contents depend on what the public data sources hold at the time it is prepared, so some sections may show that no information was found or that a source was unavailable. We may change the contents of the data pack from time to time.

Because the data pack is included within your order price, no part of that price relates to it alone: no refund, reduction or credit is due if the data pack, or any section of it, is unavailable, incomplete or not used. Your rights in respect of the documents you ordered are not affected.

6. Immediate supply and waiver of cancellation right

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, digital content supplied by electronic download is exempt from the 14-day cancellation right once supply has begun. By placing your order and ticking the agreement box, you expressly request that we begin supplying the documents immediately and you acknowledge that you thereby lose your statutory right to cancel once delivery has started.

7. Refunds (important)

No refund where we have delivered what you ordered. If you ordered a document for a given property and we have delivered that document (or the official register response to that request, including a "no result" response from the register where the entry does not exist), you are not entitled to any refund, in full or in part, under any circumstances. This includes, without limitation, cases where:

• you changed your mind after ordering;
• the document did not contain the information you were hoping for;
• the register returned no result, an empty entry, or limited information;
• you ordered the wrong product, the wrong property, or supplied an incorrect address;
• you did not read these terms, our service description, or our delivery times before ordering;
• the document was not accepted by a third party (solicitor, lender, court, buyer, etc.);
• delivery fell outside guaranteed Express hours (see clause 4).

Refunds will only be considered, at our sole discretion, where (a) we have failed entirely to deliver an ordered document and cannot do so within a reasonable period, or (b) we have charged you in error (e.g. a duplicate charge).

Further investigations are non-refundable. Where you authorise a further investigation (such as a Search of the Index Map, SIM, or similar advanced search), significant time and resources are committed to your request. Fees for further investigations are non-refundable regardless of outcome, including where the documents you hoped to obtain do not exist on the register.

Chargeback abuse. Initiating a chargeback or payment dispute where a document has been delivered (or where clause 7 otherwise excludes a refund) is a breach of these terms. We reserve the right to (i) provide the payment processor and card scheme with the order data, delivery logs, IP address, device data, the ticked agreement record and these terms as evidence in the dispute, (ii) suspend or refuse future orders from you, and (iii) recover from you all costs, fees and reasonable legal expenses incurred in defending the dispute. Persistent or fraudulent chargebacks may be reported to fraud prevention agencies and to law enforcement.

7a. Managed Scottish property search

Where you have placed an order for a Scottish property and the automated search cannot return the requested documents, we will offer you a choice before any further work begins: (a) a full refund of everything you have paid for the original order; or (b) a managed Scottish property search carried out on your behalf for a total fee of £150, with the amount you have already paid credited towards that fee.

If you choose the managed search, you must separately confirm an unticked acceptance statement before we proceed. That statement makes clear that you are asking us to begin work immediately and how the £150 fee is split, as set out below.

The amount you have already paid for the original order pays for carrying out and managing the search. Once Land Registry GB has submitted the enquiry to Registers of Scotland, that amount is not refundable, even if the search does not find the requested documents. Registers of Scotland may confirm that the property is unregistered, recorded under an unidentified historic description, or that no relevant title, deed or plan can be located.

The remaining balance of the £150 fee pays for the documents the search finds, such as the title sheet, title plan, search sheet or other relevant property documents. It is only payable if documents are found and you confirm you want to receive them. If nothing is found, or you decide not to receive them, you pay nothing more.

Before the search is submitted, the customer may instead choose a full refund of the original order.

Nothing in these terms limits or removes any statutory rights the customer may have, including where a service has not been carried out with reasonable care and skill.

For each managed Scottish search we record the exact wording you accepted, the date and time of acceptance, the amount you had already paid, the remaining balance requested and paid, the date on which the enquiry was submitted to Registers of Scotland, and whether work began within the statutory cancellation period at your express request.

7b. Northern Ireland property searches

Northern Ireland title and property records are held by Land & Property Services (LPS) Northern Ireland, which operates independently of HM Land Registry (England & Wales) and Registers of Scotland. Unlike E&W and Scotland, LPS records cannot be retrieved through an automated channel and must be requested manually on your behalf. Where you place an order for a Northern Ireland property, please allow up to 1-2 working days for LPS to respond before your documents can be delivered. No additional fee is payable; the standard order price already covers the manual administration. Our delivery time commitments in clause 4 do not apply to Northern Ireland orders, which are governed instead by LPS turnaround times.

7c. Scottish documents — Sasine Register fallback

Not all Scottish properties are recorded on the modern Land Register. Where our search finds no title plan or title sheet for the property on the Land Register, we will automatically carry out a search of the Sasine Register instead and provide you with the resulting search sheet(s) in place of a title plan and title register.

As the Sasine search sheet is a different and more limited document than a modern title plan and title register, a refund of 50% of the total order value will be automatically issued to you in this circumstance. This reflects our standard terms for Scottish orders and requires no action on your part.

If a property has no title plan or title register because it has never been registered, obtaining one would require a first registration or voluntary registration application with Registers of Scotland, which must be carried out by a solicitor. We are unable to carry out registration ourselves, but the documents we provide can be passed to a solicitor to progress this on your behalf, should you wish.

8. Acceptable use

You must not use the service for any unlawful purpose, to harass any individual, to attempt to gain unauthorised access to our systems, to scrape or resell data, or to submit false or misleading information. We may refuse, cancel or suspend any order without notice where we reasonably suspect breach of this clause, fraud or chargeback abuse.

9. Events outside our control (force majeure)

We are not liable for any delay or failure to perform caused by events outside our reasonable control, including HM Land Registry or Registers of Scotland downtime or outages, third-party platform outages (Stripe, email providers, our hosting provider), government action, fire, flood, strikes, pandemic, war, or interruption of telecommunications or internet services.

10. Limitation of liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot lawfully be limited. Subject to that:

• We exclude liability for any loss of profit, loss of business, loss of opportunity, loss of contract, loss of goodwill, loss of anticipated savings, or any indirect or consequential loss.
• Our total aggregate liability to you in connection with an order (whether in contract, tort, negligence, breach of statutory duty or otherwise) shall not exceed the total amount you paid us for that order.
• You acknowledge you have not relied on any statement, promise or representation made by us that is not expressly set out in these terms.

11. Indemnity

You agree to indemnify and hold harmless LandRegistryGB, its officers, employees and contractors from and against any claim, loss, liability or expense (including reasonable legal fees) arising out of your breach of these terms, your misuse of the documents supplied, or any reliance you or any third party places on the documents in any transaction.

12. Intellectual property

The LandRegistryGB website, branding and software are our property or licensed to us. Documents supplied remain the intellectual property of their original publisher (HM Land Registry or Registers of Scotland) and are supplied to you under their respective re-use terms.

13. Data protection and optional advertising consent

We process your personal data in accordance with our Privacy Policy and applicable UK data protection law.

At checkout you may, entirely optionally, tick a box to allow us to share a SHA-256 hash of your email address with Google Ads as part of Google's Customer Match programme. This is solely so Google can match completed orders to ad audiences and improve the relevance of advertising we run. We never share your plaintext email, name, postal address, telephone number or any order details for this purpose. The box is unticked by default. Ticking it is optional and has no effect on your order, your price, your delivery time, or the documents you receive. You may withdraw this consent at any time by emailing support@landregistrygb.co.uk; on receipt we will remove your hashed email from the Customer Match list at Google's next refresh.

14. Complaints and contact

If you have a complaint, please contact support@landregistrygb.co.uk and we will respond within 5 working days.

15. Changes to these terms

We may update these terms from time to time. The version in force at the time you placed your order governs that order.

16. Governing law and jurisdiction

These terms and any dispute arising out of or in connection with them are governed by the laws of England and Wales. 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 your local courts.

17. Severability

If any provision of these terms is held to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.