Terms of service
Last updated 13 September 2026
Short version: we prepare documents from the facts you give us, you send them yourself in your own name, and we are not your solicitor. We never take a share of your award. Read what we are not and when we refund before you buy. Those are the two sections that decide what you are actually getting.
1. Who we are
VetMyLandlord is a trading name of Warm Reach Limited, a company registered in England and Wales, company number 16044570, registered office 128 City Road, London, England, EC1V 2NX. In these terms "we", "us" and "our" mean Warm Reach Limited, and "you" means the person buying from us.
You can contact us at hello@vetmylandlord.com.
2. What you are buying
A rent repayment order document pack, price £199. We take the tenancy details you give us and produce a set of documents you can use to make your own application to the First-tier Tribunal, together with written guidance on the process.
The pack is digital and is delivered by email. Nothing is posted to you.
After you order, we also settle whether a licence application is sitting undecided with your council, because a validly made application is a defence and the published register cannot show one. Where we need to ask, we write to the council ourselves. That enquiry names the property and not you. What we do with the answer is set out in section 6.
3. What we are not
We are not solicitors. We are not a law firm, we are not regulated by the Solicitors Regulation Authority, and nobody here acts as your legal representative.
We are not a claims management company. We never handle money on your behalf, we never receive any part of an award, and we have no financial interest in the outcome of your claim. You pay us once, for documents.
We do not give legal advice. We give you information, and we prepare documents from the facts you give us. We do not assess the strength of your case and we do not advise you on what you should do.
We do not represent you. We do not contact your landlord, we do not deal with the tribunal for you, and we do not attend hearings. The application is yours, made in your name, and every document is sent by you. The only correspondence we send is the council enquiry described in section 2.
We do not guarantee any outcome. Not an award, not an amount, not a timescale. The tribunal decides on the evidence, and it may award nothing.
We do not confirm that your landlord is unlicensed. We tell you what the council's published register showed on the date we checked it, and whether the property appears to fall inside a licensing scheme area. Registers can be incomplete, out of date or wrong, and a licence may have been granted after the register was published. A result from our checker is a starting point, not a finding.
Free help with housing issues is available from Citizens Advice, Shelter and your local council. Some organisations will run a rent repayment claim for you in exchange for a share of any award.
4. Your cancellation rights, and why they do not apply once we start
You normally have 14 days to cancel a purchase made online and get a full refund, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
That right does not apply to digital content you have agreed to receive immediately. At checkout you are asked to confirm, in a single statement, two things at once:
- that you want us to begin preparing your pack straight away, before the 14 day cancellation period ends; and
- that you understand you will lose your right to cancel once we have begun.
The words you agree to are: "I want my claim pack prepared and sent immediately, and I understand that once it is sent I lose my 14-day right to cancel."
If you agree to that and we begin work, you cannot cancel and you are not entitled to a refund. We record the date and time you agreed, the exact wording you were shown, and both confirmations as separate facts against your order, and we confirm them back to you by email immediately after purchase.
If you do not agree, we cannot sell you the pack, because we cannot start work. The checkout refuses on our own server as well as in your browser, so the pack cannot be bought without it.
What giving up that right does not do. Giving up the 14 day cancellation right means you cannot change your mind. It does not mean you carry the cost of us being wrong about the licence. The refund in section 6 is about our accuracy, not about your decision, and it is a promise we make in addition to this clause rather than a qualification of it.
None of this affects your rights if what we supply is faulty, not as described, or not supplied with reasonable care and skill. See section 8.
5. What we need from you
Your pack is only as good as the information you give us. You are responsible for the accuracy of the names, dates, addresses, rent figures and tenancy details you enter. We do not independently verify them, and we are not responsible for a pack that is wrong because the information behind it was wrong.
If you spot a mistake in what we produced, tell us within 14 days of delivery and we will correct the documents at no charge.
6. When the figure changes, and when we refund
Your claim figure is calculated from the council's published register and from the dates you give us. There are two things a register cannot show. The first is whether your landlord has a licence application sitting undecided with the council; a validly made application is a defence, so it affects your claim. The second is whether a licence covered your tenancy and has since ended: some councils publish only the licences in force today, so an earlier licence does not appear at all, while your claim is about the past.
We settle both after every order. Usually that means writing to your council to ask directly. Where the council already publishes its undetermined applications and we hold that data, we have that half of the answer without asking, and we use it rather than spending an officer's time on a question we can already answer. Either way the position is checked. Three things can follow.
Neither applies. Nothing changes. Your figure stands and your documents are updated to record that the council confirmed the position in writing.
Your claim is shortened. This is the commonest of the three, and the remedy is a free corrected pack. Either an application was made, in which case your claimable period ends the day before it was made, or a licence covered part of your tenancy, in which case the licensed months come out. The figure falls and your filing deadline may move earlier. We recalculate, we reissue the whole pack with the corrected figure and the corrected deadline at no charge to you, and we tell you what changed and why. You do not have to ask for it and you are not charged for it.
There is no refund in that case, and we say so plainly rather than leaving it unstated. You still have a claim, you still have the documents to pursue it, and the letters and the tribunal form are still right about the licensing position. We told you before you bought that the figure could move, and correcting it for you is part of what you paid for.
Your claim is defeated entirely. If the council confirms an application predating your claimable period, or a licence covering the whole of it, so that there is no claim left at all, we refund the £199 in full, without you having to ask or prove anything. We will tell you what the council said.
Apart from that case, and apart from your rights under section 8, we do not refund. In particular we do not refund because you changed your mind, because you decided not to proceed, because the tribunal awarded less than you hoped, because your landlord did not pay, or because you later found the same information elsewhere.
7. Costs risk
Applying to the tribunal costs money. There is a fee to apply and a further fee if your case goes to a hearing. Those are paid to the tribunal, never to us, and the tribunal will usually order your landlord to repay them if you win.
Separately, the tribunal can order one party to pay the other side's costs. Costs orders are uncommon and generally arise where a claim has been brought or run unreasonably rather than simply because it did not succeed, which is why how a claim is evidenced and quantified matters throughout. In one 2026 decision a tribunal ordered six tenants to pay £3,240 in costs, jointly and severally, after criticising how the claim had been put. That risk sits with you, not with us.
8. If something goes wrong
If the pack is faulty, not as described, or not prepared with reasonable care and skill, you have rights under the Consumer Rights Act 2015. Tell us and we will put it right by correcting or re-supplying the pack. If we cannot, you are entitled to an appropriate reduction in price, which may be the full amount.
9. Limits on our liability
Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else the law does not allow us to limit or exclude.
Subject to that, our total liability to you, for any cause, is limited to the amount you paid us.
We are not liable for any award you do not receive, any costs order made against you, any tribunal fee, any decision you took after reading our materials, or any loss that was not foreseeable when you bought.
10. Using our materials
The documents we prepare are for your own claim. You may use, edit and file them freely for that purpose. You may not resell them, publish them, or supply them to other people as a service.
11. Ending the agreement
We may refuse or cancel an order and refund you in full if the information you have given is materially wrong, if we believe the pack is not suitable for your circumstances, or if we believe a claim is being pursued dishonestly.
12. Complaints
Email hello@vetmylandlord.com. We aim to reply within five working days.
13. Governing law
These terms are governed by the law of England and Wales. The courts of England and Wales have jurisdiction, and if you live in Scotland or Northern Ireland you may also bring proceedings there.
VetMyLandlord is a trading name of Warm Reach Limited. It is a document preparation service, not a law firm and not a claims management company. This page sets out the terms on which we supply that service and is not legal advice.