Chapter B Terms & Conditions

1. Welcome

Welcome to Chapter B.

These Terms & Conditions ("Terms") govern your access to and use of our website, your purchase and use of our services, and any interaction you have with Chapter B.

Please read these Terms carefully before booking or using our services. By booking a consultation, purchasing a service package, accessing or using our website, or otherwise engaging our services, you acknowledge that you have read, understood and agree to be legally bound by these Terms.

If you do not agree to these Terms, you should not access our website or use our services.

2. About Chapter B

Chapter B is the trading name of Foxhorn Ltd, a company registered in England and Wales.

Foxhorn Group Ltd operates the Chapter B website and provides the relocation concierge services described in these Terms.

Chapter B is a boutique relocation concierge specialising in supporting international students and young professionals relocating to the United Kingdom.

Our purpose is to make relocating to the UK simpler, more confident and less overwhelming by providing personalised accommodation search, move-in coordination and settling-in support tailored to each client's individual needs.

We provide practical guidance, independent advice and personalised coordination throughout your relocation journey, helping you navigate the accommodation process and settle into your new surroundings with greater confidence and peace of mind.

We do not make decisions on behalf of our clients, and all final decisions relating to accommodation, tenancy agreements and other third-party services remain with the client.

Chapter B acts exclusively on behalf of its clients. We are an independent relocation concierge and are not affiliated with, employed by, compensated by, or acting on behalf of any landlord, letting agent, property owner, university or accommodation provider unless we expressly state otherwise in writing.

Throughout these Terms, references to "Chapter B", "we", "us" and "our" mean Foxhorn Group Ltd trading as Chapter B.

3. Definitions

For the purposes of these Terms:

• "Business Day" means any day other than a Saturday, Sunday or public holiday in England on which banks are generally open for business.
• "Chapter B", "we", "our", or "us" refers to Foxhorn Group Ltd trading as Chapter B and its employees, directors, contractors and authorised representatives.
• "Client", "you", or "your" means any individual purchasing or using our services.
• "Services" means any relocation, accommodation search, concierge, consultation, coordination, community or support service offered by Chapter B.
• "Package" means one of our published service packages, together with any future packages, bespoke services or additional services agreed in writing.
• "Accommodation" means any residential property, student accommodation, house share, apartment or other housing option introduced, discussed or considered as part of our services.
• "Property Provider" means any landlord, letting agent, accommodation provider, university accommodation office or other third party offering accommodation.
• "Third Party" means any organisation or individual other than Chapter B and the Client.
• "Website" means the Chapter B website together with any associated online booking systems, client portals or digital platforms operated by us.

4. Our Relationship With You

Chapter B is an independent relocation concierge engaged directly by you to provide personalised relocation support, accommodation search assistance and related concierge services.

We are engaged by you to provide services in your interests throughout the scope of the package you have purchased. We work exclusively for our clients and do not represent landlords, letting agents, property owners or accommodation providers in relation to your accommodation search unless we expressly state otherwise in writing.

Our role is to provide independent guidance, practical support, coordination and recommendations based on the information you provide, your individual preferences and requirements, and the information reasonably available to us at the time. While we aim to help you make informed decisions, all final decisions relating to accommodation, tenancy agreements and other third-party services remain your responsibility.

Nothing in these Terms creates or shall be interpreted as creating any partnership, agency, employment, joint venture or fiduciary relationship between Chapter B and any landlord, letting agent, Property Provider or other Third Party.

5. Our Services

Depending on the package you purchase, our services may include, without limitation:

• Relocation consultations
• Accommodation needs assessments
• Budget guidance
• Area recommendations
• Curated property searches
• Property viewing planning and coordination
• Communication with landlords and letting agents
• Application support
• Guidance on tenancy documentation
• Accompanied property viewings
• Airport arrival planning and coordination (where included)
• Transportation coordination and travel planning (where included)
• Move-in planning and coordination
• Utility and broadband guidance
• SIM card guidance
• Bank account guidance
• Council tax guidance (where applicable)
• Community membership
• Post-arrival support
• Any other relocation or concierge services expressly described on our website or agreed in writing.

The precise scope of the services we provide is limited to the package you have purchased together with any additional services expressly agreed in writing.

5A. Scope of Services

Unless expressly included within your chosen Package or otherwise agreed by Chapter B in writing, no service, deliverable, benefit or assistance shall be deemed to form part of the services provided by implication, custom, prior discussions, marketing materials or previous dealings between the parties.

Services outside the scope of your Package may be available at an additional cost, subject to availability and separate agreement.

6. Reasonable Care

Chapter B will provide its services with reasonable care and skill, using appropriately qualified personnel where applicable.

We will use reasonable endeavours to deliver the services included within your chosen package. However, we cannot guarantee any particular outcome where that outcome depends upon the actions, decisions or policies of Third Parties, including landlords, letting agents, Property Providers, universities or public authorities.

7. What Chapter B Does Not Do

To avoid misunderstanding, Chapter B does not:

• own, manage or rent accommodation;
• act as a landlord;
• act as a letting agent unless expressly stated otherwise in writing;
• operate as a taxi, chauffeur, transport or passenger transportation service;
• provide transportation services unless expressly stated as part of your Package;
• guarantee the availability of any property;
• guarantee that any application will be accepted;
• guarantee that any tenancy will be offered;
• provide legal advice;
• provide regulated immigration advice;
• provide visa advice;
• provide financial advice;
• provide tax advice;
• provide mortgage advice;
• carry out structural surveys or inspections;
• certify the condition, suitability or safety of any property; or
• guarantee the conduct, performance or reliability of landlords, letting agents, Property Providers or any other Third Party.

Any decision to enter into a tenancy agreement or other arrangement with a Property Provider remains solely between you and the relevant Third Party.

Where legal, financial, immigration, visa or tax advice is required, we recommend that you seek advice from an appropriately qualified independent professional.

8. Eligibility

To use our services, you must:

• be at least 18 years of age, or have the consent and involvement of a parent or legal guardian where permitted by law;
• have the legal capacity to enter into a binding contract;
• provide accurate, complete and up-to-date information when engaging our services; and
• comply with these Terms and all applicable laws and regulations.

If you are purchasing our services on behalf of another individual, you confirm that you have the authority to do so and accept these Terms on their behalf.

We reserve the right to refuse or decline to provide services where we reasonably believe that:

• the requested services fall outside our expertise or scope;
• providing the services may be unlawful or unethical;
• we cannot reasonably meet your requirements; or
• continuing the engagement would expose Chapter B, our staff or our clients to unreasonable risk.

9. Booking Our Services

Bookings may be made through our website, by email, by telephone, via WhatsApp or through any other booking method we make available.

A booking request does not automatically create a contract between you and Chapter B. Your booking will only be confirmed once we have accepted your request and, where applicable, received any required payment or deposit.

Following confirmation, we will provide details of your chosen package, any agreed services and any relevant next steps.

Where availability is limited, bookings will generally be accepted on a first-come, first-served basis.

We reserve the right to decline a booking request at our reasonable discretion, including where:

• we do not have sufficient capacity;
• the requested services fall outside our scope;
• we believe we cannot deliver the requested services to an appropriate standard; or
• exceptional circumstances make it inappropriate for us to accept the engagement.

10. Formation of Contract

A legally binding contract between you and Chapter B is formed when:

• we confirm acceptance of your booking; and
• any required payment or deposit has been successfully received, where applicable.

These Terms, together with your booking confirmation, the details of your chosen package, our Privacy Policy and any additional terms expressly agreed in writing, form the entire agreement between you and Chapter B in relation to the services we provide.

No verbal statement, marketing material, estimate or informal discussion shall form part of the contract unless expressly confirmed by us in writing.

11. Client Responsibilities

To enable us to provide our services effectively, you agree to:

• provide accurate, complete and truthful information;
• promptly notify us of any changes to your circumstances or requirements;
• respond to reasonable requests for information or documentation within a reasonable time;
• carefully review any tenancy agreements, contracts or other documentation before signing;
• make your own independent decisions regarding accommodation and related services;
• ensure that any documents you provide are authentic and accurate;
• comply with all applicable laws, regulations and visa conditions;
• treat our staff, contractors and representatives with courtesy and respect; and
• cooperate with us throughout the delivery of your chosen package.

You acknowledge that delays in providing information, documentation or decisions may affect the progress of your accommodation search or other services.

Where your actions or omissions materially delay or prevent us from providing the agreed services, we shall not be responsible for any resulting delay, missed opportunity or additional costs.

We reserve the right to suspend or terminate our services where a client:

• repeatedly fails to provide requested information;
• provides false or misleading information;
• behaves in an abusive, threatening, discriminatory or inappropriate manner towards our staff or representatives; or
• otherwise commits a material breach of these Terms.

Any such suspension or termination shall be subject to our rights under these Terms, including any applicable cancellation and refund provisions.

11A. Communication Expectations

Unless expressly agreed otherwise, Chapter B does not provide a 24-hour support service. While we aim to respond promptly during normal business operations, response times may vary depending upon workload, weekends, public holidays and circumstances outside our reasonable control.

11B. Abandoned Matters

Where a Client becomes unresponsive for a continuous period exceeding 30 days, Chapter B may place the engagement on hold or close the matter. Resuming services may be subject to availability and additional charges where substantial work is required.

12. Fees

The fees for our services are those published on our website or otherwise agreed with you in writing at the time of booking.

Unless expressly stated otherwise:

• all prices are quoted in Pounds Sterling (GBP);
• prices are inclusive of VAT where applicable; and
• prices apply only to the services expressly included within your chosen package.

Any additional services requested after your booking may incur additional charges, which will be communicated to you and require your agreement before they are provided.

We reserve the right to amend our prices at any time. Any price changes will not affect bookings that have already been confirmed unless both parties agree otherwise in writing.

12A. Travel Expenses

Unless expressly included within your Package, reasonable travel expenses, parking charges, tolls, accommodation costs or other out-of-pocket expenses incurred on your behalf shall be payable by the Client.

13. Payment Terms

Payment must be made using one of the payment methods accepted by Chapter B at the time of booking.

Unless otherwise agreed in writing, payment is due in full before we begin providing the services included within your chosen package.

Where we agree to accept staged payments or payment plans, you must make each payment by the agreed due date.

If payment is not received when due, we may, without liability:

• postpone consultations or appointments;
• suspend ongoing services;
• delay property searches or other work;
• refuse to submit applications or undertake further coordination; or
• terminate the contract where payment remains outstanding after reasonable notice.

You remain responsible for paying all fees due for services already provided prior to any suspension or termination.

Any bank charges, foreign exchange costs or payment processing fees imposed by your payment provider remain your responsibility unless otherwise agreed.

Where payment is made by a third party on your behalf, you remain responsible for complying with these Terms and for any outstanding amounts due under the contract.

Payment shall be deemed received only once cleared funds have been received into Chapter B's nominated account.

14. Accommodation Search

Chapter B will use reasonable care and skill to assist you in identifying accommodation that aligns as closely as reasonably possible with the preferences, requirements and budget you provide.

Our accommodation search service may include identifying suitable properties, preparing curated property shortlists, arranging viewings, communicating with Property Providers and providing independent guidance throughout the search process.

You acknowledge that the availability, pricing and suitability of accommodation are determined by Property Providers and may change without notice.

While we will use reasonable endeavours to identify suitable accommodation, we do not guarantee that:

• suitable accommodation will be available;
• accommodation will be available within your preferred budget, location or timeframe;
• any Property Provider will respond to enquiries;
• any application will be accepted; or
• any tenancy will ultimately be offered.

Where your preferences or budget significantly limit the available options, we may recommend adjustments to improve the likelihood of securing suitable accommodation. Any such recommendations are provided for guidance only, and all final decisions remain yours.

15. Property Viewings

Where included within your chosen Package, Chapter B may arrange, coordinate or accompany you to property viewings.

Our attendance at a viewing is intended to provide practical assistance, independent observations and general guidance. We do not carry out professional surveys, building inspections or formal assessments of a property's condition, safety or legal compliance.

Any comments or recommendations made during or after a viewing represent our independent opinion based on the information reasonably available at the time and should not be interpreted as professional legal, surveying or technical advice.

Clients are encouraged to undertake their own inspections and enquiries before entering into any tenancy agreement.

You remain responsible for satisfying yourself that any property meets your individual requirements before entering into a tenancy agreement.

Where a viewing is cancelled, rescheduled or otherwise affected by a Property Provider or circumstances outside our reasonable control, we will make reasonable efforts to assist in arranging an alternative viewing where appropriate.

16. Accommodation Applications & Tenancy Agreements

Where included within your Package, Chapter B may assist with preparing or submitting accommodation applications and communicating with Property Providers during the application process.

You remain solely responsible for:

• ensuring that all information and supporting documents provided are accurate and complete;
• reviewing all tenancy agreements and related documentation before signing;
• obtaining independent legal advice where appropriate; and
• deciding whether to proceed with any tenancy or accommodation arrangement.

Chapter B does not guarantee the outcome of any accommodation application.

Property Providers retain sole discretion over their application processes, referencing requirements, affordability assessments, deposit requirements and tenancy decisions.

Where a holding deposit, reservation fee, tenancy deposit or rent payment is required by a Property Provider, such payments form part of your separate agreement with that Property Provider and are not payments made to Chapter B unless expressly stated otherwise.

17. Move-in & Settling-in Support

Depending on your chosen Package, Chapter B may provide practical assistance before, during or shortly after your move to the United Kingdom.

This may include assistance with:

• move-in planning and coordination;
• key collection arrangements;
• inventory check guidance;
• utility and broadband setup guidance;
• mobile SIM card guidance;
• UK bank account guidance;
• council tax guidance, where applicable; and
• other settling-in support described within your Package.

Unless expressly agreed in writing, Chapter B does not enter into contracts with utility providers, telecommunications companies, banks, local authorities or any other Third Party on your behalf.

Any guidance provided is intended to assist you in completing these processes independently and does not guarantee approval, account opening or successful completion of any third-party application.

Any timeframes provided are estimates only and may vary depending on the relevant Third Party.

18. Third-Party Services

In providing our services, Chapter B may introduce you to or communicate with Third Parties, including Property Providers, universities, utility companies, banks, insurers, transport providers and other organisations relevant to your relocation.

Where requested, Chapter B may assist in arranging or coordinating transportation providers or travel logistics. Unless expressly stated otherwise, Chapter B is not the provider of those transportation services and any contract is entered into directly between you and the relevant Third Party.

Unless expressly stated otherwise in writing, Chapter B acts solely as an independent intermediary and coordinator and is not acting as the agent, representative or employee of any Third Party.

We are not responsible for:

• the accuracy or completeness of information supplied by Third Parties;
• changes to property availability, pricing or tenancy terms;
• delays caused by Third Parties;
• the quality, safety or suitability of goods or services provided by Third Parties;
• decisions made by Third Parties; or
• any contractual obligations owed by you to a Third Party.

Recommendations are provided in good faith based upon the information available at the time and should not be interpreted as guarantees or endorsements.

Any contract entered into between you and a Third Party is entirely separate from your agreement with Chapter B, and you should carefully review the relevant terms before entering into any such agreement.

19. Community Membership

Certain Packages may include access to Chapter B's community initiatives, including our WhatsApp community, newsletters, networking opportunities, social events and other member benefits.

Community membership is intended to foster a supportive environment for individuals relocating to and living in the United Kingdom.

Members are expected to:

• behave respectfully towards other members;
• communicate in a lawful and appropriate manner;
• refrain from harassment, discrimination, abusive behaviour or inappropriate content;
• avoid posting misleading, fraudulent or unlawful material; and
• respect the privacy and confidentiality of other members.

Chapter B reserves the right to moderate community spaces and to remove any content or suspend or terminate membership where we reasonably believe that these standards have been breached.

Community membership is provided as a discretionary additional benefit and does not form a guaranteed contractual entitlement unless expressly stated otherwise. We may amend, suspend or discontinue community features where reasonably necessary. Such changes will not affect the core relocation services included within your purchased Package.

20. Cancellation by You

You may cancel your booking in accordance with these Terms and any applicable rights available under the laws of England and Wales.

Where you purchase our services as a consumer through our website or by other distance means, you may have statutory cancellation rights under applicable consumer protection legislation.

Where you expressly request that we begin providing services during any statutory cooling-off period, you acknowledge that:

• we may begin work immediately;
• you may lose your right to cancel once the services have been fully performed; and
• where permitted by law, you may be required to pay for the proportion of services already provided before cancellation takes effect.

Any cancellation request should be submitted to us in writing by email or through another communication method accepted by Chapter B.

Refunds following cancellation are governed by Section 22 of these Terms.

21. Cancellation by Chapter B

Chapter B reserves the right to suspend or terminate the provision of services where:

• you materially breach these Terms;
• you fail to make payment when due;
• you repeatedly fail to cooperate with reasonable requests;
• you provide false or misleading information;
• your behaviour towards our staff, contractors, representatives or community members is abusive, threatening, discriminatory or otherwise unacceptable;
• continuing the engagement would be unlawful; or
• circumstances beyond our reasonable control make it impossible or impracticable to continue providing the agreed services.

Where reasonably practicable, we will notify you before suspending or terminating the services and explain the reasons for our decision.

Termination under this section shall not affect any rights or obligations that have accrued prior to termination, including any outstanding payment obligations.

22. Refund Policy

Refund eligibility depends upon the circumstances of the cancellation, the services already provided and your statutory rights under applicable consumer law.

Unless otherwise required by law:

• consultations that have already taken place are non-refundable;
• services that have already been fully delivered are non-refundable;
• work completed before cancellation may be charged on a proportionate basis where permitted by law;
• bespoke or personalised work undertaken specifically for you may be non-refundable to the extent permitted by law; and
• any non-recoverable costs reasonably incurred by Chapter B on your behalf may be deducted from any refund where legally permitted.

Where a refund is due, we will process it using the original payment method wherever reasonably practicable.

Nothing in this section limits or excludes any statutory rights available to consumers under the laws of England and Wales.

23. Limitation of Liability

Chapter B will provide its services with reasonable care and skill in accordance with these Terms.

To the fullest extent permitted by law, Chapter B shall not be liable for any loss, damage, delay, expense or inconvenience arising directly or indirectly from:

• decisions made by Property Providers or other Third Parties;
• the refusal, withdrawal or cancellation of any accommodation application or tenancy;
• changes to property availability, rental prices or tenancy terms;
• inaccurate, incomplete or misleading information supplied by Third Parties;
• delays caused by landlords, letting agents, universities, public authorities, utility providers or other Third Parties;
• your failure to provide accurate information or documentation;
• your failure to comply with your legal, contractual or visa obligations;
• circumstances beyond our reasonable control; or
• decisions made by you in reliance upon information or recommendations provided as general guidance.

To the fullest extent permitted by law, Chapter B shall not be liable for any indirect, consequential or special loss, including but not limited to:

• loss of income;
• loss of earnings;
• loss of business opportunity;
• loss of profit;
• loss of reputation;
• emotional distress; or
• any other consequential financial loss arising from the use of our services.

Nothing in these Terms excludes or limits our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot lawfully be excluded or limited under the laws of England and Wales.

Nothing in these Terms affects your statutory rights as a consumer.

24. Intellectual Property

All intellectual property rights relating to Chapter B, including our website, branding, logos, text, graphics, photographs, documents, guides, templates, digital resources and other content, remain the property of Chapter B or our licensors.

Materials supplied by Chapter B must not be used to establish, operate or assist a competing relocation or concierge business.

You may use materials supplied by Chapter B solely for your personal, non-commercial use in connection with the services you have purchased.

Unless we have given our prior written permission, you must not:

• copy, reproduce or distribute our materials;
• modify or create derivative works from our materials;
• publish, sell or commercially exploit our content; or
• use our branding, logos or trade names in a manner that suggests endorsement or affiliation.

Nothing in these Terms transfers any intellectual property rights to you.

25. Privacy & Data Protection

Chapter B is committed to protecting your personal information and processing it responsibly.

We will collect, use, store and process personal data in accordance with applicable data protection legislation, including the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and our Privacy Policy.

Our Privacy Policy explains:

• what personal information we collect;
• how we use it;
• the lawful basis for processing;
• who we may share it with;
• how long we retain it; and
• your rights in relation to your personal data.

By using our services, you acknowledge that your personal data will be processed in accordance with our Privacy Policy.

25A. Confidentiality & Document Retention

Chapter B recognises that, in the course of providing our services, Clients may provide sensitive personal information and documentation, including identification documents, tenancy documents, financial information and other confidential materials.

Except where disclosure is required by law, authorised by you, or reasonably necessary for the provision of our services, Chapter B will treat such information as confidential and will take reasonable steps to protect it from unauthorised access, use or disclosure.

We will retain client records and documentation only for as long as reasonably necessary to fulfil the purposes for which they were collected, comply with our legal and regulatory obligations, resolve disputes, enforce our contractual rights and maintain appropriate business records.

Unless a longer or shorter retention period is required or permitted by law, client records may be retained for up to seven (7) years following the completion or termination of our services, after which they will be securely deleted, destroyed or anonymised where appropriate.

Nothing in this section limits your rights under applicable data protection legislation, including your rights under the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

26. Complaints

We aim to provide a professional, courteous and high-quality service at all times.

If you are dissatisfied with any aspect of our services, we encourage you to contact us as soon as reasonably practicable so that we have the opportunity to investigate and resolve the matter.

Complaints should normally be submitted in writing by email and include sufficient information to enable us to understand the issue.

We will acknowledge receipt of your complaint as soon as reasonably practicable and will make reasonable efforts to investigate and respond within an appropriate timeframe.

Submitting a complaint does not affect any statutory rights you may have.

27. Force Majeure

Chapter B shall not be responsible for any failure or delay in performing our obligations where such failure or delay results from circumstances beyond our reasonable control.

Such circumstances may include, without limitation:

• natural disasters;
• severe weather;
• fire or flood;
• epidemics or pandemics;
• industrial disputes;
• transport disruption;
• airline disruption;
• border closures;
• travel restrictions;
• cyber incidents;
• power or telecommunications failures;
• government action or legal restrictions;
• civil unrest; or
• other unforeseen events beyond our reasonable control.

Where reasonably practicable, we will inform you of any significant delay and use reasonable endeavours to minimise its impact.

28. Changes to Services

We may make reasonable changes to our services, Packages or operating procedures from time to time in order to:

• improve the quality of our services;
• reflect changes in applicable laws or regulations;
• respond to operational requirements; or
• improve the client experience.

Any changes will not materially reduce the core services included within a Package that has already been confirmed unless:

• the change is required by law;
• the change is necessary due to circumstances beyond our reasonable control; or
• you agree to the change.

29. Changes to These Terms

We may update these Terms from time to time.

The latest version will be published on our website together with its effective date.

Any updated Terms will apply to future bookings from the date they become effective.

Unless required by law or expressly agreed between the parties, changes to these Terms will not retrospectively affect services already booked before the updated version takes effect.

30. General Provisions

Entire Agreement

These Terms, together with your booking confirmation, your selected Package, our Privacy Policy and any documents expressly incorporated by reference, constitute the entire agreement between you and Chapter B regarding the services we provide.

Severability

If any provision of these Terms is found by a court or other competent authority to be invalid, unlawful or unenforceable, the remaining provisions shall continue in full force and effect.

Waiver

Any delay or failure by Chapter B to exercise any right or remedy under these Terms shall not constitute a waiver of that right or remedy.

Assignment

You may not assign, transfer or otherwise dispose of your rights or obligations under these Terms without our prior written consent.

Chapter B may assign or transfer its rights or obligations where reasonably necessary, provided that doing so does not materially reduce your rights under these Terms.

Third-Party Rights

Except as expressly stated in these Terms, no person who is not a party to this agreement shall have any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

Electronic Communications

You agree that we may communicate with you electronically, including by email, WhatsApp or other agreed digital communication methods, in connection with the services we provide.

31. Governing Law & Jurisdiction

These Terms and any dispute or claim arising out of or in connection with them, their subject matter or their formation shall be governed by and construed in accordance with the laws of England and Wales.

The courts of England and Wales shall have exclusive jurisdiction to determine any dispute or claim arising out of or relating to these Terms, except where mandatory consumer protection laws provide otherwise.

Contact Us

If you have any questions regarding these Terms & Conditions or our services, please contact us.

• Legal Business Name: Foxhorn Ltd
• Trading Name: Chapter B
• Email: hello@mychapterb.com
• Website: www.mychapterb.com
• Postal Address: 40 Young Street, Cambridge, CB1 2LZ, United Kingdom

We will be happy to assist you.