RoofGenius Terms of Service

1. About us and these Terms

1.1 RoofGenius is a service of Planna Limited ("Planna", "we", "us"), a company registered in England and Wales under company number [number], with its registered office at 66 Paul Street, London,EC2A 4NA. Our VAT number is GB445305019.

1.2 You can contact us at [support email] or [address]. If we need to contact you, we will use the email address you gave when you ordered.

1.3 These Terms apply when you order a RoofGenius Report from us. Please read them before ordering. By placing an order, you agree to them. If you do not agree, please do not order.

1.4 These Terms are for consumers buying for personal, household use.

2. Definitions

3. What a RoofGenius Report is — and is not

3.1 A Report is an automated, desktop assessment. It is generated by RoofScore from Imagery and other data. Nobody visits the Property, goes onto the roof, or inspects it in person.

3.2 A Report gives an indication of the likely condition of the visible roof surfaces. It may include a condition score, observations, and suggested next steps.

3.3 A Report is not:

• a building survey, structural survey, or RICS Home Survey;
• a valuation, mortgage report, or insurance assessment;
• a guarantee or warranty of the roof's condition or remaining life;
• a substitute for inspection by a qualified roofer or surveyor before you buy a property, make an insurance claim, or commission works.

3.4 Before making any significant decision, you should get the roof inspected in person by a suitably qualified professional.

4. Ordering, price and payment

4.1 You order by entering the Property address and paying on the Website. Our acceptance of your order takes place when we email you to confirm it. A contract between us then exists.

4.2 You must make sure the address you give is correct. If you choose the wrong property, we are not obliged to provide a second Report free of charge.

4.3 The price of a Report is £29.99 including VAT, unless a different price is shown when you order. The price shown at checkout is the price you pay.

4.4 Payment is taken at the time of order by [payment provider]. We do not store your full card details.

4.5 If we cannot generate a Report for the Property (for example, because suitable Imagery is not available), we will tell you and refund you in full.

5. Delivery of your Report

5.1 We aim to deliver your Report within 30 minutes of your order, by email and/or for download from your account.

5.2 If your Report has not arrived within 48 hours, please contact us. If we cannot deliver it within 7 days, you may cancel and receive a full refund.

5.3 Please keep a copy of your Report. We will keep it available to download for 12 months but cannot guarantee access after that.

6. Cancellation and refunds

6.1 A Report is digital content. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you normally have 14 days to cancel an online purchase.

6.2 However, because we generate and supply your Report straight away, at checkout we will ask you to:

• agree that supply starts immediately; and
• acknowledge that you lose your right to cancel once the Report has been supplied.

6.3 If you do not give that agreement, we cannot start your Report until the 14-day period ends.

6.4 This does not affect your legal rights. Under the Consumer Rights Act 2015, digital content must be of satisfactory quality, fit for purpose, and as described. If your Report is faulty (for example, it is for the wrong property because of our error, or it is corrupted or incomplete), contact us and we will repair or replace it or, if we cannot, give you a refund.

6.5 A Report is not faulty just because its observations differ from what an in-person inspection later finds, given the limits set out in sections 3 and 8.

7. Your responsibilities

7.1 You must be at least 18 and live in the United Kingdom to order a Report.

7.2 You may order a Report for any UK residential property, whether or not you own it. You must not use a Report to harass, monitor, or cause harm to anyone connected with the Property.

7.3 You must not:

• resell, sublicense, or commercially exploit a Report;
• copy, scrape, reverse engineer, or systematically extract data from Reports or the Website;
• use Reports to build or train any competing product, dataset, or model;
• use the Website in any unlawful way, or interfere with its security or operation.

8. Accuracy and limitations

8.1 We take reasonable care to make Reports accurate. However, Reports are generated automatically, and their accuracy depends on the Imagery and data available. In particular:

• Imagery may be months or years old and may not show recent damage, repairs, or alterations;
• trees, shadows, scaffolding, solar panels, snow, or poor image quality may hide parts of the roof;
• Reports assess visible surfaces only. They cannot see under tiles or slates, inside the loft, or the condition of timbers, flashings, gutters or chimneys in detail;
• RoofScore is a statistical model and may sometimes mis-classify materials, features, or defects.

8.2 Each Report states the date of the Imagery used [where available].

8.3 Report outputs (including any score, estimated cost, or remaining-life indication) are estimates and opinions, not statements of fact. Do not rely on them alone for decisions to buy, sell, insure, mortgage, or carry out works on a property.

9. Trade listings and roofers

9.1 Where a Report suggests roofing work may be needed, it may include a Trade Listing of roofers who cover the Property's area, including members of trade bodies we work with such as CORC.

9.2 A Trade Listing is provided for convenience only. It is not a recommendation, endorsement, or guarantee by us of any roofer's competence, accreditation, insurance, prices, or work. We rely on information supplied by the relevant trade body and do not vet roofers ourselves.

9.3 You are free to use any roofer you choose. Any contract for works is solely between you and the roofer. We are not a party to it and are not responsible for the roofer's quotes, work, or conduct.

9.4 We do not] receive a fee or commission from roofers shown in Trade Listings.

10. Intellectual property

10.1 We (or our licensors) own all intellectual property rights in the Website, RoofGenius, RoofScore, the Reports, and the Imagery, models, data, and software behind them.

10.2 We give you a personal, non-exclusive, non-transferable licence to view, download, print, and keep your Report for your own personal use. You may share it with people advising you on the Property, such as a roofer, surveyor, conveyancer, or insurer, for that purpose.

10.3 "RoofGenius" and "RoofScore" are our trade marks. You may not use them without our written permission.

11. Our liability to you

11.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable.

11.2 Nothing in these Terms limits or excludes our liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights under the Consumer Rights Act 2015; or
• anything else that cannot be limited or excluded by law.

11.3 Reports are for domestic and private use only. We are not liable to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

11.4 Because of the nature of Reports (see sections 3 and 8), we are not responsible for losses arising from decisions you make in reliance on a Report alone without getting an in-person inspection, unless the loss results from our failure to use reasonable care and skill in producing it.

11.5 If defective digital content we supply damages your device or other digital content, and this is caused by our failure to use reasonable care and skill, we will repair the damage or pay you compensation.

11.6 Subject to 11.2, our total liability to you for any one Report is limited to the price you paid.

12. Privacy

12.1 We use your personal information as set out in our Privacy Policy, which explains what we collect, why, how long we keep it, and your rights under UK data protection law.

13. Complaints and general terms

13.1 Complaints. If you have a problem, contact us at support@planna.co. We aim to respond within 5 working days.

13.2 Changes to these Terms. We may update these Terms from time to time. The version in force when you place your order applies to that order.

13.3 Events outside our control. We are not responsible for delays caused by events outside our reasonable control. If this happens, we will tell you and, if delivery is delayed beyond 7 days, you may cancel for a full refund.

13.4 Transfer. We may transfer our rights and obligations under these Terms to another organisation; this will not reduce your rights. You may not transfer yours without our written consent.

13.5 Severability. If a court finds any part of these Terms unlawful, the rest will continue in force.

13.6 Third parties. No one other than you and us has any right to enforce these Terms.

13.7 Governing law. 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.

Last updated: 05/10/2026