The small print, in plain English
Terms of service
These terms apply when you order a Quick Check, a Second Look Pack or Offer to Keys. Please read them before you pay. If anything is unclear, email us and we'll explain.
Last updated 15 November 2026
1. Who we are
Second Look Homes is a trading name of Thomas Hardy, a sole trader ("we", "us"). Our address for documents is 11 The Glades, Whalley, BB7 9RX. You can contact us at [email protected].
"You" means the person who orders and pays for the service.
2. What we provide
We provide desktop reviews of homes for sale, to help buyers decide whether and what to offer. We work from the listing, photos and floor plan, the EPC, published sold prices and other public records, published cost data and anything you tell us.
| Service | What's included | Price |
|---|---|---|
| Quick Check | A short review of one house: main red flags, the EPC in plain English, and whether the asking price looks reasonable. | £19 |
| Second Look Pack | A full written pack on one house: red flags, energy and running costs, your plans sketched and costed, our view of value, an opening offer and a walk-away price. | £99, or £149 with a 30-minute call |
| Offer to Keys | A Second Look Pack plus support through your purchase. See section 8. | £449, or £349 to upgrade from a pack |
Prices are in pounds sterling. We're not VAT registered, so no VAT is added. The price you pay is the price shown on your payment link.
3. What a pack is not
We don't visit or inspect the property. A Second Look pack is an independent desktop review. It is not:
- a RICS survey (Level 1, 2 or 3) or a structural survey;
- a mortgage valuation or a RICS Red Book valuation;
- financial, mortgage, legal or conveyancing advice.
Costs and values are indicative ranges based on the information available to us. Always commission an appropriate survey, and get legal advice from your conveyancer, before you exchange contracts.
4. Ordering and paying
- You send us your details using the order form on our website or by email.
- We reply, normally within one working day, to confirm the service, the price and anything we need. We send you a secure payment link. Payments are processed by Stripe; we never see your full card details.
- A contract between you and us starts when your payment goes through. We'll confirm this by email.
- We may decline an order, for example if the property isn't in England or Wales or there's too little information to review it properly. If we decline after you've paid, we refund you in full.
5. Delivery
- We aim to email your Quick Check or Second Look Pack within 48 hours of your payment.
- If we need something from you to finish, the 48 hours pause until we have it.
- If we can't deliver within 48 hours for any other reason, we'll tell you as soon as we can. You can then wait, or cancel for a full refund.
- Calls are booked at a time that suits you both. If you need to move a call, please give us at least 24 hours' notice.
6. What we need from you
Please give us accurate information about the property and your plans, and tell us about anything you know that might matter, such as something you noticed on a viewing or something the agent told you. Our review can only be as good as the information we have. If the listing is taken down before we start, please send us any photos or details you saved.
7. Your right to cancel
As a consumer buying online, you normally have 14 days to change your mind. Because our services are designed to be delivered quickly, when you order you ask us to start work straight away. This means:
- Before we start work: you can cancel for a full refund.
- After we've started, but before we've delivered: you can cancel and we'll refund you, less a fair amount for the work we've already done.
- Once your Quick Check or pack has been delivered: the service is complete and you no longer have the right to cancel it.
- Offer to Keys: you can cancel the remaining support at any time. We'll refund the price less the value of the pack (£99) and of the support already given.
To cancel, email [email protected]. We'll refund you within 14 days, to the card you paid with.
This doesn't affect your other legal rights, including those in section 9.
8. Offer to Keys
Offer to Keys includes:
- a Second Look Pack on the house you're buying (or the one you already have from us);
- help planning your offer and negotiating, by email and phone;
- going through your survey report with you, and helping you renegotiate on anything it finds;
- a first-year plan for the work and the home's energy.
How long it lasts: support runs until your purchase completes, falls through or six months after you pay, whichever comes first. If your purchase is delayed beyond six months, tell us and we'll agree a reasonable extension.
Upgrading: if you've had a Second Look Pack from us, you can upgrade to Offer to Keys for £349 within 14 days of receiving the pack.
If your purchase falls through before you exchange contracts, for any reason, your next Second Look Pack is free. Claim it within six months of the purchase falling through. This is one free pack per Offer to Keys purchase. It can't be exchanged for cash.
9. If something isn't right
We prepare every pack with reasonable care and skill. If you think we've made a mistake, such as a wrong fact, a missed point from the listing or a calculation error, please tell us within 14 days of delivery. We'll correct it free of charge. If we can't put it right, we'll give you a full or partial refund.
Your legal rights under the Consumer Rights Act 2015 aren't affected. Citizens Advice can tell you more about your rights.
10. Our responsibility to you
- We're responsible for losses you suffer that are a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
- Because we don't inspect the property, we're not responsible for defects or issues that couldn't reasonably be identified from the information available to us. The same applies to information from third parties that turns out to be wrong, such as the listing, the EPC or public records.
- Our values, prices and costs are opinions expressed as ranges. The final price you pay and the cost of any work are your decisions. A survey may reveal things we couldn't see.
- We provide our services for private, personal use. We're not responsible for business losses such as lost profit or lost business opportunity.
- Nothing in these terms limits our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, or for fraud.
11. Using your pack
Your pack is for you, and the people you're buying with, to use in deciding whether to buy the property. You're welcome to share it with your mortgage adviser, conveyancer or surveyor, but nobody else can rely on it. Please don't publish it or resell it. We may use anonymised details from packs (with no names, contact details or exact addresses) as examples on our website and social media.
12. Complaints
If you're unhappy with anything, please email [email protected]. We'll acknowledge your complaint within 2 working days and aim to resolve it within 10 working days.
13. The legal bits
- We may update these terms from time to time. The version on our website when you pay applies to your order.
- If a court decides part of these terms can't be enforced, the rest still applies.
- These terms are governed by the law of England and Wales. You can bring proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.
- How we use your personal information is explained in our privacy notice.