Back to Legal Hub

These terms are the rules for using our website swoople.com, including any app based on our website.

Who we are

Swoople.com is operated by Swoople Limited. We are a limited company registered in England and Wales under company number 15742211 and have our registered office at 128 City Road, London, EC1V 2NX. Our VAT number is 496011490.

Contact us

To contact us, please email help@swoople.com.

Acceptance of these terms

By using our website, you accept and will comply with these terms of service. For users who have not signed up, these terms are legally binding to the extent possible on notice; for users who have signed up, these terms are legally binding. 

If you don’t agree to these terms, or if you are under 18, you must not use our website.

We recommend that you print or otherwise retain a copy of these terms for future reference.

Our services

Our website provides all users with a basic level of functionality. However, most of our services (as set out below) are for users who have signed up and we’ll make this requirement clear as you use the website.

Our website enables you, as a seller or landlord, to:

• create a description of your property (details, photos, etc.) – known on our website as a Swoople listing;
  • you’ll need to confirm you own the property or are otherwise authorised to create such Swoople listing by the owner, and ensure that the Swoople listing is accurate and not misleading (see Information on this website and also our Acceptable Use Policy);
• seek and receive feedback from buyers or tenants;
• shortlist and compare estate agents and invite them to give you an in-person valuation;
  • we list agents according to our Ranking Policy – we’re impartial and don’t accept payment or any other benefit to promote one agent over another; and
  • if you invite an agent who’s not signed up on our website, we’ll ask such agent to sign up for you so that they can participate in your selection process;
• message such agents you invite;
• receive proposals from agents containing their guide valuation, fees, sale and marketing plan, etc.;
• appoint and contract with agents to sell your property; and
• automatically share buyer or tenant feedback and interest with your chosen agents.

Our website enables you, as a buyer or tenant, to:

• browse public Swoople listings of properties which may be coming to market (we list properties by search proximity by default – we’re impartial and don’t promote one Swoople listing over another);
• receive email alerts relating to your search criteria;
• give feedback on properties;
• register your interest in viewing properties; and
• automatically share your details with any appointed agent for the relevant property so they can contact you about the sale or rental of the property.

Our website enables you, as an agent, to:

• create a profile for your business; 
• receive invitations from sellers or landlords for you to visit and value their property; 
• message such sellers or landlords; 
• send your proposals to sellers or landlords containing your guide valuation, fees, marketing plan, etc.;
• be appointed by such sellers or landlords; 
• automatically receive buyer or tenant feedback and interest relating to any property on which you are appointed and contracted; and 
• (in due course) use your own Swoople listings to seek and receive feedback from other users (we call this agent market testing). 

Our website doesn’t facilitate the sale or rental of any property; rather, it facilitates the activities set out above which are in the pre-market stage of a property sale or rental and before a seller or landlord has appointed any agent (with the exception of agent market testing). 

The properties in sellers’ or landlords’ Swoople listings are not for sale or rent through Swoople – we are not an estate agent or a broker. On Swoople, “sellers” and “landlords” are property owners who create Swoople listings to find agents and buyers or tenants, and “buyers” and “tenants” are people showing early interest in such Swoople listings.

We don’t guarantee any valuations or that any agent will respond to you. 

Unless you enter into an agreement with an agent to sell your property, you have no commitment, via our website, to any agent. We aren’t party to any agreement you may enter into with any agent. We’re independent of any agent selection process. 

For agents who have signed up, our Agent Agreement will apply. We’ll send this to you separately.

Costs

Swoople is free for consumers. Agents pay us for seller/landlord and buyer/tenant introductions as they progress through the agent selection process (i.e. if the seller or landlord invites them to visit the property for a valuation or appoints them as the selling or renting agent and we give them details of any buyer or tenant interest).

Policies that apply

Our policies on Acceptable Use, Anti-Bribery and Corruption and Ranking form part of these terms and also apply to your use of our website

Changes to these terms

We may update these terms or our website to reflect legal or business changes from time to time. We’ll give you reasonable notice of any major changes by email (if we have your details) or by putting a notice on our website.

Website availability

We don’t guarantee that our website, or any content on it, will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our website for business and/or operational reasons. We’ll try to give you reasonable notice of any suspension or withdrawal by email (if we have your details) and/or by putting a notice on our website.

Keep your account details safe

Please keep your username and password confidential and notify us immediately if you believe your account is compromised. We may disable your account if you breach these terms or for security reasons.

Using the material on our website

We own or license of all intellectual property rights in our website and its content. You may print or download content for personal, non-commercial use. Do not modify content or use it commercially without our consent. Breach of this term will result in the immediate termination of your right to use our website.

No text or data mining, or web scraping

You must not conduct text or data mining or use bots/scrapers on our website for any purpose, including AI training. This serves as an express reservation of our rights. Exceptions apply only where law prohibits contractual exclusion.

Linking to our website

You may link to our home page if you do so fairly and legally, you own the relevant website in which our link appears, you don’t suggest endorsement or affiliation, and you don’t frame our website or link in ways that breach our Acceptable Use Policy. We reserve the right to withdraw any linking permission without notice.

Our trade marks

“Swoople” is a UK registered trade mark of Swoople Limited. You must not use it without our prior written approval, unless permitted under these terms.

Our rights to uploaded content

If you create or upload content on our website you:

• confirm compliance with our Acceptable Use Policy;
• confirm such content is non-confidential and non-proprietary;
• grant us a perpetual, worldwide, royalty-free, non-exclusive licence to use, store, reproduce, display and distribute such content in any media; and
• if you’re an estate agent, indemnify us for any loss resulting from your breach of these terms, or, if you are a consumer user, you’ll be responsible for losses we suffer that were reasonably foreseeable as a result of your breach of these terms.

We may remove content that breaches these terms and disclose your identity if legally required. You may contact us about any content that we’ve removed.

User-generated content

Our website includes information and materials uploaded by other users. We haven’t verified or approved this information and these materials. The views expressed by other users on our website don’t necessarily represent our views or values.

Information on this website

Sellers and landlords create and are responsible for Swoople listings and the information they contain. If you are a seller or landlord, you should ensure that the information in any Swoople listing you create is accurate and not misleading (you have the ability to edit your Swoople listing at any time).

As indicated in Our services, none of the properties listed on Swoople is for sale or rent, or identifiable (we do not reveal the full property address or permit any exterior photos). Sellers and landlords are not marketing their properties for sale or rent and therefore do not need to include details required for properties which are for sale or rent (for example, council tax band, EPC, etc.).

The other content on our website (including any ValPal valuation) is provided for general information and guidance only. It’s not intended to amount to advice on which you should rely. You should obtain professional advice before taking, or refraining from, any action on the basis of the content on our website.

Although we make reasonable efforts to update the information on our website, we make no representations, warranties or guarantees, whether express or implied, that the content on our website is accurate, complete or up to date.

We’re not responsible for linked websites

Where our website contains links to other websites and resources provided by third parties (including but not limited to agents), we provide these links for information only. You shouldn’t interpret such links as approval by us of those linked websites or information you may obtain from them. We have no control over the contents of such websites or resources.

We’re not responsible for viruses

We don’t guarantee that our website will be secure or free from bugs or viruses. You’re responsible for configuring your IT to access our website. You should use your own virus protection software.

You must not introduce viruses

You must not:

• introduce viruses or malicious code;
• attempt to gain unauthorised access to our website, the server(s) on which our website is stored or any server, computer or database connected to our website or any other equipment or network connected with our website;
• interfere with, damage or disrupt any software used in the provision of our website or any equipment or network or software owned or used by any third party on which this website relies in any way; or
• attempt a denial-of-service attack.

Breaching this may be a criminal offence. We’ll report breaches to the authorities and cooperate fully. If you’re in breach, your right to use our website will cease immediately.

Our responsibility for your loss or damage

All users:

We don’t exclude or limit our liability where it is unlawful to do so. This includes liability for death or personal injury caused by negligence or for fraud.

Consumer users only:

We provide our website for domestic and private use only. You must not use our website for any commercial purpose and we have no liability to you in this respect.

We exclude liability for the acts or omissions of any agent and infringement by you of any copyright or other intellectual property right of any third party in your use of our website (including, but not limited to, the photos, floorplans, or other information you provide in the creation of any Swoople listing).

Business users only:

We exclude all implied conditions, warranties, representations or other terms that may apply to our website or any content on it.

We are not liable to you for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, even if foreseeable, arising under or in connection with use of, or inability to use, our website, or use of or reliance on any content displayed on our website.

In particular, we are not liable for loss of profits, sales, business, or revenue; business interruption; loss of anticipated savings; loss of business opportunity, goodwill or reputation; or any indirect or consequential loss or damage.

Our use of your personal information

Our Privacy Notice for how we collect, use, and protect your personal information.

Our use may include:

• • sending you messages (such as notifications about your Swoople listings or your expressions of interest in other Swoople listings) which form part of our service;
• sending you our newsletter and updates (for example, news about the property sector, updates about Swoople, feature updates, or partner mentions). We’ll send these based on our legitimate interests in keeping you informed about your use of our website and improving our services. You can opt out at any time by following the unsubscribe instructions in our emails or by updating your marketing preferences in your account settings; and
• third party marketing from selected Swoople partners, but only where you have given us your explicit consent. You can withdraw your consent at any time via your marketing preferences in your account settings or by contacting us.

Protection from illegal content

This provision sets out what we do to protect you from illegal content. For more information about how you may and may not use our website, please see our Acceptable Use Policy.

We’ll swiftly take down the following content if and when we find out about it:

• terrorism content;
• child sexual exploitation and abuse content; and
• other content that amounts to an offence (including content relating to assisting suicide, threats to kill, public order offences, harassment, stalking and fear or provocation of violence, drugs and psychoactive substances, firearms and other weapons, assisting illegal immigration, human trafficking, sexual exploitation, sexual images, proceeds of crime, fraud, financial services, foreign interference, animal welfare and offences relating to being involved in committing any of these offences (known as inchoate offences).

Protection of children

For more information about how you may and may not use our website, please see our Acceptable Use Policy.

This is how we protect children from encountering the types of content harmful and very harmful to children:

• Our website is for adults only, and we ask everyone to confirm they are over 18 when they sign up.
• We don’t allow harmful or inappropriate material under our Acceptable Use Policy, and we may remove anything that breaks these rules.
• You can report anything you think is harmful, and we’ll take action where needed.
• We may restrict, suspend, or close accounts that share harmful content.

Reporting content

You can report or complain about the following content and behaviours (e.g. in photos or messages):

• Content you consider to be illegal.
• When you think we are not dealing with illegal content or activity as we should.
• Where you think our content reporting systems and processes don’t easily let users report content they believe to be illegal or harmful to children and that is accessible to children.
• When you think we’ve insufficiently considered the importance of protecting users’ rights to freedom of expression or privacy.
• Where your content has been taken down or access-restricted on the basis that it is illegal or harmful to children.
• Where we have given you a warning, suspended, banned or restricted you in any way as a result of your content which we consider to be illegal content.
• Technology we use results in your content being taken down, access-restricted or deprioritised and you think the technology has been used in a way not set out in these terms.
• Content accessible to children that you consider harmful to children.
• When you think we’re not dealing with our duties to protect children as we should.
• Where we’ve given you a warning, suspended, banned or restricted you in any way as a result of your content which we consider to be harmful to children.

How to complain

If you wish to report or complain, please contact us.

How we deal with complaints or reports

We’ll acknowledge receipt of each relevant complaint within 48 hours and provide the complainant with an indicative timeframe for our response. We’ll aim to complete our investigations and provide a full response within 21 days from acknowledgment of the complaint. Our triage process for relevant complaints seeks to protect users from harm, including harm to their rights.

If your complaint is an appeal against our removal of illegal content, which we then decide is not illegal, we’ll restore the content and/or the relevant user account to the position they would have been in had the content not been judged to be illegal content (and will review our content moderation procedures accordingly).

Claims against us

We may suspend or ban you from using our website or restrict access to any content you generate or upload to or share on our website. If we do this in a way that breaches these terms of service, you may claim against us for breach of contract.

Our transfer of these terms

We may transfer our rights and obligations under these terms to another organisation. We’ll always tell you in writing if this happens (by email (if we have your details) and/or by putting a notice on our website) and we’ll ensure that the transfer won’t affect your rights under these terms.

Entire agreement

These terms constitute the entire agreement between you and us in relation to its subject matter. If any provision or part-provision of these terms is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of these terms.

Applicable law

English law governs these terms of service.

The courts of England and Wales have exclusive jurisdiction over any disputes, unless you are a consumer and a resident of Northern Ireland or Scotland (in which case, you may bring proceedings in such country, as applicable).

Back to Legal Hub

This policy forms part of our Terms of Service . It applies to anything you upload, share, post, generate or send via our website (User Content) and how you interact with other users and the website as a whole.

You must comply with this policy in both letter and spirit.

Legal and responsible use

You must not use the website:

• in any way that breaches applicable laws or regulations (local, national or international);
• for any unlawful, fraudulent or harmful purpose;
• to harm or exploit anyone, particularly children or vulnerable people;
• to threaten, harass, bully, intimidate, impersonate or mislead others; or
• to access, distribute or promote illegal or criminal content or activity.

Harmful, offensive or prohibited content

You must not upload or share any User Content that:

• is obscene, pornographic or sexually explicit (including R18-rated or unclassified content);
• glorifies, promotes or instructs on:
  
  • suicide or self-harm;
  • eating disorders;
  • violence or cruelty (towards people or animals);
  • dangerous stunts or unsafe challenges; or
  • drug misuse or substance abuse;
• is discriminatory or abusive, including content targeting:
  
  • race or ethnicity;
  • religion or belief;
  • sex, sexual orientation or gender identity; or
  • disability or age;
• infringes any intellectual property rights (e.g. using photos or floorplans you don’t own or have permission to use);
• is grossly offensive, indecent, menacing or knowingly false;
• could cause serious psychological harm or distress; or
• encourages, incites or facilitates criminal conduct.

Child safety

Although Swoople is intended for adults only, children may be able to access the site. Out of caution, you must not upload, share or create content that:

• is likely to impair the physical, mental or moral development of anyone under 18;
• includes pornography or intimate image abuse;
• promotes or instructs on self-injury, suicide, or eating disorders;
• depicts or simulates serious violence or injury, including fictional but realistic content; or
• encourages minors to engage in dangerous, harmful or exploitative behaviour.

We treat these breaches extremely seriously and will report illegal material to law enforcement where appropriate.

No technical abuse

You must not:

• upload malicious software (e.g. viruses, spyware, worms, trojans);
• interfere with or harm our website or systems;
• attempt to gain unauthorised access to the website or other user accounts; or
• use automated scripts or scraping tools without permission.

Photos

If you upload photos, these must:

• be of interiors only;
• not have people or pets visible; and
• otherwise comply with this policy. 

Video and advertising content

If you upload videos:

• advertising must not:
  
  • target or appeal to under-18s (e.g. alcohol, tobacco, vaping, gambling, prescription-only medicines);
  • promote unsafe, misleading or discriminatory content; or
  • encourage behaviour harmful to health, safety, or the environment;
• you must not upload videos containing:
  
  • R18 or unclassifiable content (per BBFC standards);
  • criminal material (e.g. child sexual abuse, terrorism, hate speech); or
  • incitement to violence or hatred based on characteristics protected by law;
• if you know or reasonably believe a video contains restricted material, you must inform us immediately. Restricted material includes:
  
  • content impairing child development;
  • unclassified or R18-rated video;
  • criminal or extremist material; or
  • anything unsuitable for those under 18.

Spam and unauthorised promotions

You must not:

• send or post unsolicited advertising (other than property/agency listings where permitted); or
• include links to third-party sites for commercial purposes unless clearly allowed by us.

Our rights

We may:

• review and remove content that breaches this policy;
• suspend, restrict or terminate your access if you break these rules; and
• report serious breaches (especially illegal content) to authorities, including the police and the UK Internet Watch Foundation (IWF).

We determine, in our sole discretion, whether content or behaviour violates this policy.

Report harmful content

If you believe content on our website breaches this policy, please report it to us via help@swoople.com. We review all reports and may act as necessary.

Changes to this policy

We may update this policy from time to time. If the changes are significant, we’ll let you know via the website or by email (where possible).

Thank you for using Swoople responsibly.

Back to Legal Hub

This policy forms part of our Terms of Service.

Swoople is committed to conducting all its business in an honest, transparent, and ethical manner. We have a zero-tolerance approach to bribery and corruption, and we are committed to acting professionally and fairly in all our dealings, wherever we operate.

Scope

This policy applies to:

• all users of our website;
• all individuals working for or on behalf of Swoople, including employees, contractors, agents, and partners; and
• all business dealings in the UK and internationally.

Our standards

You must not offer, give, solicit, or accept any bribe, kickback, or improper payment in any form, directly or indirectly. This includes (but is not limited to):

• cash or gifts intended to influence a decision;
• excessive hospitality or expenses;
• unfair incentives to win instructions or generate introductions; and
• payments to public officials to secure a business advantage.

We also prohibit the use of third parties to carry out any such conduct on our behalf.

Website integrity

We expect all users and partners to act honestly and in good faith when using our services. Any attempt to manipulate listings, reviews, instructions, or payment flows may result in account suspension or, for agents, termination of our agent agreement.

Reporting concerns

If you become aware of any actual or suspected bribery or corrupt activity connected to Swoople, please contact us immediately at help@swoople.com. We’ll treat all concerns seriously and, where appropriate, investigate confidentially.

Legal compliance

This policy reflects our obligations under the UK Bribery Act 2010 and other relevant anti-corruption laws. Breaches may result in disciplinary action, contract termination, criminal sanctions, fines and other penalties, or referral to authorities.

Back to Legal Hub

This Privacy Notice describes how we collect, use, share and protect any personal information that you give us when you use our website (including any app), whether you register or not, and what it means for you.

Who we are

Swoople is operated by Swoople Limited. We are a limited company registered in England and Wales under company number 15742211 and have our registered office at 128 City Road, London, EC1V 2NX. We are the controller of your personal data, which means we decide how and why it’s processed (subject to your rights).

What we collect

We may collect the following information from you:

• name and job title;
• contact information, including email address, postal address, post code and telephone number;
• demographic information; and
• other information about you.

What we do with the information we gather

We require this information to understand your needs and provide you with a more meaningful interaction with Swoople and in particular for the following reasons:

• to share your details with estate agents as part of the agent selection process (sellers/landlords) and where you have registered an interest in a property (buyers/tenants);
• to notify you about your Swoople listings (i.e. property descriptions), Swoople listings you’ve registered interest in, or related activity — these service notifications are a core part of Swoople;
• to provide you with our newsletter and updates (for example, news about the property sector, updates about Swoople, feature updates or partner mentions). These communications are based on our legitimate interests in keeping you informed about your use of our website and improving our services. You can opt out of receiving these messages at any time by following the unsubscribe instructions in our emails or by updating your marketing preferences in your account settings;
• with your explicit consent, to share your details with selected third party partners (for example, companies offering services related to moving home such as utilities, broadband, insurance, lenders, removals or retailers). These partners may then contact you directly with their own marketing. You can withdraw your consent at any time by updating your marketing preferences in your account settings;
• to post Swoople listings (i.e. property descriptions) to social media;
• to analyse your usage and interactions with our website (e.g. searches, views, clicks);
• internal record keeping; and
• to share statistical data with commercial partners to generate insights or support our business model. This data cannot identify you personally.

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and then the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use the following categories of cookie:

• Strictly necessary – these are essential for the operation of our website. They include, for example, cookies that let you log in securely or navigate between pages. These cannot be disabled.
• Performance – these help us understand how visitors use our site (e.g. which pages are popular), so we can improve it. We only use these with your consent.
• Functionality – these remember choices you make (like language or region), improving your experience. We only use these with your consent.
• Targeting – these record your browsing habits to show you relevant ads or content. We may share this information with trusted partners. We only use these with your consent.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of our website.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this Privacy Notice. You should exercise caution and look at the privacy notice or policy applicable to the website in question.

Controlling your personal information

• you can opt out of our newsletter and updates at any time by updating your marketing preferences in your account settings, by unsubscribing, or by emailing privacy@swoople.com; and
• if you have previously agreed to us using your personal information for third party marketing purposes, you may change your mind at any time by updating your marketing preferences in your account settings or by emailing privacy@swoople.com.

You cannot opt out of core service messages (for example, notifications relating to your Swoople listing or registrations of interest in any Swoople listings), as these are necessary for us to provide our services to you and others.

You may request details of personal information which we hold about you under the EU & UK General Data Protection Regulations (GDPR). If you would like a copy of the information held on you, please email privacy@swoople.com (or write to us at the above address). If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible. We will promptly correct any information found to be incorrect.

International data transfers

Some of our service providers may be located outside the UK and EEA. Where this occurs, we ensure appropriate safeguards are in place, such as:

• UK or EU-approved Standard Contractual Clauses or Internal Data Transfer Agreements; and
• transfer risk assessments and contractual protections. 
  
  

Contact us for more information about these safeguards.

How long we keep your information

We will hold your personal information on our systems for as long as is necessary for the relevant activity and in accordance with legal requirements.

When your information is no longer required, we will ensure it is disposed of in a secure manner.

If you ask us to stop sending you information, we will keep a record of your contact details and appropriate information to enable us to comply with your request not to be contacted by us.

Where you contribute material to us, e.g. user generated content or in response to a particular marketing campaign, we will only keep your content for as long as is reasonably required for the purpose(s) for which it was submitted unless otherwise stated at the point of generation.

Your rights in relation to your data 

You have a right to ask us to stop processing your personal data, and you have a right to ask to access your personal data and to obtain certain information.

If you want to access your information, send a description of the information you want to see by emailing privacy@swoople.com (or writing to us at the above address). We will then ask you to prove your identity before proceeding with your request. All enquiries will be completed within 30 days of the original request.

In some circumstances, such as when the data is no longer required or if the use of the data has no legal justification, you have the right to have that data erased, as well as the right to object to our handling of your data. You have the right to withdraw your consent at any time when we rely on consent as a legal ground to justify our handling of your personal data.  This would not affect the lawfulness of anything done before consent is withdrawn but it would stop us from continuing to use the relevant information.

You also have the right to lodge a complaint with the Information Commissioner’s Office about how we manage your data.

Children’s data

Swoople is not intended for individuals under 18. We don’t knowingly collect or process any children’s personal data.

Changes to our Privacy Notice

We may update this notice at any time, so please check it from time to time.  We may, for example, change the way we process your information, or there may be a change in law.  If we make any significant changes to this notice, we will show this clearly on our website or notify you if we have your email address.

Contact us

If you have any questions or concerns about this Privacy Notice or how we use your data, please email privacy@swoople.com (or write to us at the above address).

Back to Legal Hub

This policy explains how Swoople ranks estate agents in each seller search.

Swoople’s rankings are data-driven – we use third party data for unregistered agents and agents’ own data for registered agents who have completed their profile. For the latter, we cross-reference the agents’ data with the third party data to ensure the data we have is as accurate as possible.

We don’t sell ranking positions or accept payment or any other benefit from agents to influence how they appear in search results.

When a seller searches for agents, Swoople automatically applies an algorithm that combines several data points about each agent to determine their position in the results list.

Main parameters influencing ranking

The main parameters that currently determine ranking by agent branch include:

• Independent third party ratings (e.g. Google) which reflect customer satisfaction and overall reputation;
• Performance indicators (such as sales activity, speed, etc.) which indicate the agent’s efficiency and track record; and
• Information provided by agents themselves (from their profiles) which helps sellers understand fit, specialisation, and track record.

We prioritise these parameters because they are strong indicators of service quality, local relevance, and user experience – the aspects most valued by sellers when choosing an agent.

We combine these parameters and other objective data to produce a ranking score to help sellers find suitable agents. We highlight the three agents which score the highest.

Protecting the integrity of our ranking system

To keep rankings fair and prevent gaming or manipulation, we don’t publish the precise formula, data sources, or numerical weighting used in our algorithm. These details are commercially sensitive and proprietary to Swoople.

The list above represents the main parameters and their general importance, as required by law. We regularly test and refine our algorithm to ensure that it remains fair, unbiased, and accurate.

Information for estate agents

This section is provided for the purposes of the UK Platform-to-Business Regulation (Article 5):

• The parameters listed above are the main drivers of ranking on Swoople.
• Swoople may update these parameters or their relative weighting from time to time to improve relevance or accuracy.
• Any material change to the ranking parameters or weighting will be reflected in this policy and notified to registered agents.
• Swoople doesn’t accept paid promotions or preferential treatment in rankings.
• If you believe that information about your agency is inaccurate or incomplete, please contact support@go.swoople.com and we’ll review your data promptly.
• If we find material discrepancies between information you have submitted and our third party data, we’ll contact you to resolve any such discrepancy in accordance with the Agent Agreement. We reserve the right to use third party data in rankings pending such resolution.

Information for sellers

Swoople’s goal is to give you confidence and transparency when choosing an agent:

• Our rankings are impartial — agents can’t pay to appear higher in results.
• Rankings are based on real data about distance, reviews, and performance.
• You can change how results appear by sorting agents according to what matters most to you (for example, by rating).
• We regularly review our system to ensure results remain fair, balanced, and helpful.

Fairness and transparency

Swoople applies the same criteria to all agents. We monitor ranking outcomes to ensure that no agent or group of agents is unfairly advantaged or disadvantaged. We’ll always aim to communicate clearly about any updates that affect how we rank or display agents.

Updates to this policy

We may update this policy periodically to reflect improvements in our ranking system or changes in law or guidance. When we make a material change, we’ll:

• Notify registered agents by email; and
• Publish the updated version on our website with a new version date.

Contact us

If you have any questions about this policy or your ranking, please get in touch.

Legal notice

This policy forms part of Swoople’s overall commitment to fairness and transparency.

For estate agents, it forms part of your Agent Agreement.

For sellers, it supports our consumer transparency commitments in accordance with legal requirements and guidance.

Welcome to Swoople’s legal hub. Here you can find all the key information about our company and the terms that govern your use of our services.

Company information

Swoople Limited | Company registered in England and Wales (No. 15742211) | Registered office: 128 City Road, London, EC1V 2NX

Our legal documents

Intellectual property

Swoople® is a UK registered trade mark. We’ve also applied for trade marks in other countries.

© Swoople Limited. All content on our website — including our name, logo, text and designs — is copyrighted. Please don’t use it without our written permission.

Other names or logos on our website are the property of their respective owners.

Back to Legal Hub

Swoople Prize Draws — Terms and Conditions

Promoter

This promotion is run by Swoople Ltd (Swoople, we, our).

Eligibility

• Open to UK residents aged 18 or over.
• You must be a seller or landlord appointing an estate or letting agent through Swoople.
• Not open to estate or letting agents, Swoople employees, or their immediate families.

Entry qualification

You’ll qualify for entry if you:

• are one of the first 100 sellers or first 100 landlords from Friday 20 March 2026 to appoint an estate or letting agent (as applicable) through Swoople; and
• complete a qualifying transaction:
  • Sale: legal completion of your property sale; or
  • Letting: signing of a tenancy agreement with a tenant.

One entry per person/property.

Entry notification requirements

1. After you’ve appointed your agent through Swoople, and if the draw is still open (see clause 4.4 below), we’ll ask you to notify us if and when you complete a qualifying transaction.
2. To enter the draw, you must then notify us within 30 days that you’ve completed a qualifying transaction.
3. We may verify all entries before inclusion in the draw. The draw will take place once we’ve confirmed a sufficient number of qualifying entrants.
4. Each draw will close once we’ve received notifications from 100 sellers or 100 landlords (as applicable) pursuant to clause 4.2 above. We’ll publicise the closure on our website.

Key condition

You must appoint the agent through Swoople in accordance with our platform process and Terms of Service.

Agent fees

• The promotion covers agent fees only.
• Fees must reflect a reasonable market rate for the property, location, and service provided by the appointed agent.
• Swoople may request supporting evidence (e.g. a completion statement, tenancy agreement, agent’s invoice or receipt).

The prize

• We’ll reimburse agent’s fees up to £5,000 (including VAT) for the winning seller and up to £2,500 for the winning landlord.
• If fees are lower, we’ll only pay the actual amount.
• The prize is not transferable and no cash alternative is available.

Winner selection

• We’ll select one winning seller and one winning landlord at random from all qualifying entrants.
• Each draw (seller and landlord) will take place within 14 days of the 100th qualifying entry being confirmed.

Winner notification

• We’ll contact the winning seller and winning landlord using their Swoople account details.
• If a winner does not respond within 14 days, or they don’t provide reasonable evidence of their agent’s fees, we may select another winner.

Publicity

• We may publish each winner’s first name and general location (e.g. “James from Leeds”).
• Any additional publicity will only happen with each winner’s prior written consent.

Liability

We’re not responsible for:

• transactions that don’t complete;
• the performance of any agent; and/or
• indirect or consequential losses.

Nothing excludes liability where it would be unlawful.

Data protection

• We use your data to run the promotion and in line with our Privacy Notice.
• We won’t use your data for marketing without your consent.

Changes

We may amend or withdraw the promotion where reasonably necessary (e.g. legal or regulatory reasons), but not in a way that unfairly disadvantages entrants if possible.

Governing law

These terms are governed by the laws of England and Wales.

Enter our prize draw