1. About these terms
1.1 These terms apply to the Planning Advice Call service (the “Service”).
1.2 If you are a consumer, you have legal rights, including cancellation rights for distance contracts.
1.3 These terms should be read alongside our Privacy Policy which can be viewed at https://resi.co.uk/privacy.
2. Who we are and how to contact us
2.1 The Service is provided by Resi Design Limited (trading as “Resi”), registered in England and Wales (company no. 10471125).
2.2 Contact: planningview@resi.co.uk and the phone number shown on our website.
3. Definitions
• You / your: the person purchasing the Service.
• Consumer: an individual buying mainly for personal use.
• Planner: the Resi planning specialist delivering the call.
• Call: a 30-minute phone or video consultation.
4. What the Service is (and is not)
4.1 The Service is a single 30-minute planning guidance call, focused on planning considerations for your proposed works to a UK residential property.
4.2 The Service includes:
• A discussion of the likely planning route at a high level (e.g., whether works may fall under permitted development or may require a planning application / lawful development certificate), subject to the information available and provided by you.
• Key risks and constraints to be aware of (for example conservation area considerations, local policy sensitivity, typical constraints).
• Clear recommended next steps.
• A written summary emailed to you within 24 hours after the Call (usually sooner).
4.3 The Service does not include:
• Preparation or submission of planning applications, drawings, or documents.
• Architectural design advice, measured surveys, structural advice, engineering advice, cost estimates, or buildability advice.
• Contacting your local authority on your behalf.
• Any guarantee of planning permission, permitted development, or lawful development outcomes.
4.4 The Service is advisory only. Any onward work is subject to a separate agreement and separate terms.
5. Eligibility and UK properties
5.1 The Service is offered for projects relating to properties in England and Wales only.
5.2 The Service is intended for residential homeowners or those acting with authority to discuss a property/project.
6. Booking, payment, and contract formation
6.1 You purchase the Service online. Your contract starts when:
• payment is taken; and
• we confirm your booking by email.
6.2 Prices are shown at checkout and are inclusive of VAT as stated.
7. Your responsibilities (so the call is useful)
7.1 You must provide accurate information about:
• the property location, current use, and what you want to do; and
• any constraints you already know (e.g., listed building status).
7.2 If you withhold or misstate relevant information, our guidance may be incorrect, and we are not responsible for resulting issues.
8. How we deliver the Service
8.1 We will use reasonable skill and care in delivering the Service.
8.2 We shall do research before the Call, but the Service is not a formal planning report.
8.3 We are not obliged to update advice after it’s given, even if policy/circumstances change.
9. Rescheduling, lateness, and no-shows
9.1 Rescheduling: You can reschedule via the link in your confirmation email up to 24 hours before the Call start time.
9.2 Late arrival: If you are late, we may still end at the original end time to protect schedules.
9.3 No-show: If you do not attend, the fee is non-refundable, but we may (at our discretion) offer one rebook where operationally possible.
10. Consumer cancellation rights and refunds
10.1 f you cancel more than 24 hours before your scheduled Call, we will refund you in full using your original payment method.
10.2 Cancellations made within 24 hours of the Call, or where you do not attend, are non-refundable. We may, at our discretion, offer a rebook in line with clause 9.3.
10.3 Once the Call has taken place, the service is fully performed and no refund applies, except where clause 11 (Quality Guarantee) applies.
10.4 Nothing in these terms affects your statutory rights.
11. “Quality Guarantee” (Planning Advice Call)
If you are not satisfied that the Planning Advice Call delivered the Service as described on our website, you may request a refund in accordance with this clause.
11.1 What the Guarantee covers. The Guarantee applies where you did not receive one or more of the following:
(a) high-level guidance on the likely planning route for your proposed works (e.g. permitted development vs planning application vs lawful development certificate, as applicable);
(b) an explanation of key risks/constraints relevant to your project;
(c) clear recommended next steps; and/or
(d) the written summary we provide following the call (where we state this will be sent within 24 hours).
11.2 What the Guarantee does not cover. The Guarantee does not apply where:
(a) you disagree with the advice provided or the advice is not what you hoped to hear;
(b) you want certainty or a guarantee of planning outcomes (which we do not provide);
(c) you expected services that are explicitly excluded from the Service (including drawings, cost estimates, design advice, or submission of applications);
(d) you did not attend the call (no-show), or you attended late and the call still ended at the scheduled time; or
(e) the call was delivered in accordance with the Service description and within scope.
11.3 How to request a refund. To request a refund under this Guarantee, you must submit a request to planningview@resi.co.uk
(a) within 24 hours of receiving your written summary email;
(b) using the email address used to book; and
(c) stating the reason you believe the Service was not delivered as described.
11.4 Our review and resolution. We may ask for reasonable information to assess the request (for example, booking reference and a brief description). If we reasonably determine that the Service was not delivered as described, we will refund the amount paid for the Planning Advice Call to the original payment method. Where appropriate, we may offer a rescheduled call instead of a refund, but you are not obliged to accept a reschedule.
11.5 Limits. We may limit the Guarantee to one refund per customer per property and may refuse requests where we reasonably suspect misuse or repeated refund requests.
12. Service outputs (summary) and timings
12.1 We aim to email a written summary within 24 hours after the Call.
12.2 If we cannot deliver the summary in that time due to operational issues, we will email it as soon as reasonably possible.
13. Recording
13.1 We may record the Call for quality assurance and to help produce your written summary.
13.2 By purchasing the Service you consent to recording. If you do not consent, tell us before the Call and we will either (a) proceed without recording or (b) offer a reschedule/refund if recording is required operationally.
13.3 We store recordings securely and retain them for 3 years.
14. Credits and discounts for Resi design services (your mechanics)
14.1 Call fee credit (3 months): If you proceed with a Resi Design & Planning service(s) for the same property within 3 months of your Call date, we will credit the amount paid for the Service against your design fees.
14.2 The credit:
• is one-time use and non-transferable;
• cannot be exchanged for cash;
• applies only to eligible Resi Design fees (not third-party costs, surveys by others, council fees, etc.);
• may be withdrawn if we reasonably suspect misuse, duplication, or fraud.
14.3 10% discount (within 3 months): If you proceed with eligible Resi Design & Planning service(s) for the same property within 3 months of your Call date, you receive 10% off eligible design fees.
14.4 Discount rules:
• not combinable with other discounts/promotions unless stated;
• applies only to the fees associated with a Resi Design & Planning Package;
• one-time use; same-property only.
14.5 The Service is sold as a standalone product. Credits/discounts are an additional offer and do not change your rights around the Service itself.
15. Limits on what we promise
15.1 We do not guarantee planning outcomes, decisions, or timings by local authorities.
15.2 The guidance is based on information available at the time and the information you provide. Planning is discretionary, and councils may decide differently.
16. Liability
16.1 We do not exclude liability where it would be unlawful to do so (including death/personal injury caused by negligence, fraud).
16.2 If we breach these terms, we are responsible for foreseeable loss or damage caused by our breach or negligence, but not for unforeseeable loss.
16.3 Subject to applicable law, we are not responsible for losses arising from decisions made by your local authority or third parties.
17. Complaints and feedback
17.1 If you have a complaint, contact planningview@resi.co.uk with your booking reference and details.
17.2 We aim to acknowledge within three business days and resolve promptly.
18. Data protection
18.1 We process personal data in line with our Privacy Policy.
19. Governing law and jurisdiction
19.1 These terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales.