1. About our terms
1.1 These terms and conditions of use (Terms) govern your access to and use of this website, including any online application platform through which you apply for or purchase HESTIA's services (Site).
1.2 These Terms apply between HESTIA GUARANTOR LTD (trading as HESTIA) (we, us or our) and you, the person accessing or using the Site (you or your).
1.3 You should read these Terms carefully before using the Site. By using the Site or otherwise indicating your consent to them, you agree to be bound by these Terms. If you do not agree with any of these Terms, you should stop using the Site immediately.
1.4 These Terms apply to your access to and use of the Site, including its functionality, content and online application services.
1.5 These Terms govern your access to and use of the Site, including the submission of applications for HESTIA's services. Where you apply for a Rental Guarantee through the Site, the submission of an application does not guarantee approval. Any Rental Guarantee offered by HESTIA is subject to our approval of your application and all relevant parties entering into the applicable Rental Guarantee Agreement. In the event of any inconsistency between these Terms and the Rental Guarantee Agreement, the Rental Guarantee Agreement shall prevail.
1.6 Your use of the Site is also subject to our Privacy Policy.
2. About us and contact information
2.1 We are HESTIA GUARANTOR LTD (trading as HESTIA), a company registered in England and Wales under company registration number 17346419. Our registered office is at 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.
2.2 If you have any questions about the Site, please contact us by:
2.2.1 sending an email to contact@hestiaguarantor.com;
2.2.2 filling out and submitting the online form available here; or
2.2.3 calling us on
2.2.4 +44 2030107392 (our telephone lines are open from Monday to Friday: 9 am to 6 pm (UK time). Emails and online enquires may be monitored outside these hours where possible.
3. Eligibility and account registration
3.1 The Site is intended for individuals who wish to apply for HESTIA's rental guarantee services. If you access the Site from outside the United Kingdom, you do so at your own risk and are responsible for complying with any applicable local laws.
3.2 The Site is for your personal use only. You may browse the Site without creating an account, although certain features, including submitting an application for our services, may require you to register an account.
3.3 If you create an account, you must provide accurate and up-to-date information and keep your login details confidential.
3.4 Any personal information you provide to us as part of the registration process will be processed in accordance with our Privacy Policy.
3.5 You must ensure that all information and documents submitted through the Site are complete, accurate and not misleading. You must promptly notify us if any information previously provided becomes inaccurate or out of date.
3.6 We may request additional information or documents, carry out verification checks and refuse or discontinue an application where we reasonably consider this necessary for the provision of our services or compliance with applicable laws.
3.7 You may request closure of your account by contacting us using the contact details in clause 2 (About us and contact information).
4. Acceptable use of the Site
4.1 As a condition of your use of the Site, you agree not to:
4.1.1 use the Site for any unlawful, defamatory, hateful or discriminatory purposes, or in any way that infringes intellectual property rights;
4.1.2 misuse or attack our Site by knowingly introducing viruses, trojans, worms, logic bombs or any other material which is malicious or technologically harmful (including by way of a denial-of-service attack); or
4.1.3 attempt to gain unauthorised access to or interfere with the performance of our Site, the server on which our Site is stored, or any server, computer or database connected to our Site.
4.2 If you believe that any content which is distributed or published by the Site is unlawful, inappropriate, defamatory or infringing of intellectual property rights, you should contact us immediately using the contact details in clause 2 (About us and contact information).
5. Availability, changes and access to the Site
5.1 We aim to keep the Site available and functioning reliably. However, the Site may be made temporarily unavailable due to:
5.1.1 maintenance or updates;
5.1.2 technical faults; or
5.1.3 events outside of our reasonable control.
5.2 We may update or change the Site to:
5.2.1 improve functionality, security or performance;
5.2.2 comply with legal or regulatory requirements; or
5.2.3 reflect changes to our service.
5.3 If changes materially reduce core functionality you reasonably rely on (for example, for an ongoing account feature), we will take proportionate steps to inform you.
5.4 We do not guarantee that the Site will be compatible with all devices or software. You are responsible for ensuring your device and internet connection meet reasonable requirements.
5.5 Although we take reasonable steps to protect the Site, we do not warrant that the Site will be secure or free from viruses or other harmful material.
5.6 We may suspend or terminate access or operation of the Site where reasonably necessary for operational, security, legal or regulatory reasons.
6. Ownership, use and intellectual property rights
6.1 The Site, including its software, design, text, images, video, audio, multimedia content and other information or material available on the Site (Content) is owned by us or our licensors and protected by intellectual property laws.
6.2 Nothing in these Terms grants you any legal rights in the Site or the Content other than as necessary for you to access it.
6.3 By using the Site, you agree to not, or not attempt to:
6.3.1 copy, reproduce, distribute, create or modify derivative works from the Site; or
6.3.2 adjust, delete or circumvent any notices (including intellectual property notices) associated with the Content.
6.4 The HESTIA name, logo and any other trade marks, logos or branding displayed on the Site are our trade marks or are used by us under licence. Other trade marks and trade names may also appear on the Site or in the Content. You must not use any trade marks displayed on the Site without our prior written permission.
7. Hyperlinks and third party sites
7.1 The Site may contain hyperlinks or references to third party advertising and websites. Any hyperlinks or references are provided for your convenience only.
7.2 We have no control over third party advertising or websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third party advertising or website does not mean that we endorse that third party's website, products or services.
7.3 If the Site integrates third party services, or you choose to click on a hyperlink to a third party service, your use of that third party site may be subject to the third party's terms and privacy policies.
8. Fees and Payment
8.1 Certain services available through the Site, including applications for Rental Guarantees, may be subject to fees. Before you submit an application or purchase a service, you will have an opportunity to review and accept the applicable fees. We may revise our fees from time to time or introduce promotional offers, and any revised fees will apply from the date they are published on the Site unless otherwise stated.
8.2 A non-refundable application fee of £20 upon submitting an application for a Rental Guarantee. The application fee covers the assessment of the application and associated verification processes and is non-refundable, regardless of whether the application is approved, except where required by applicable law.
8.3 Unless otherwise stated, all fees are payable in pounds sterling (GBP). You are responsible for paying all applicable fees and taxes (including VAT, where applicable) using a valid payment method.
8.4 If a payment is declined, reversed or otherwise unsuccessful, we may suspend or refuse to process your application or provide our services until payment has been received. We may also take reasonable steps to recover any outstanding amounts, including instructing professional advisers or debt recovery agencies where appropriate.
8.5 Refunds (if any) will be provided in accordance with our Rental Guarantee Agreement or where required by applicable law.
8.6 You agree that invoices, receipts and other payment records may be provided electronically.
8.7 You acknowledge that we may operate referral or affiliate arrangements with selected business partners. Where you have been introduced or referred to us by such a partner, that partner may receive a commission or other agreed remuneration from us in accordance with our commercial arrangements.
9. Cooling-off Rights
9.1 Where you enter into a contract with us as a consumer online or at a distance, you may have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Details of any applicable cancellation rights will be provided before you enter into a contract and, where applicable, in the Rental Guarantee Agreement.
9.2 Nothing in these Terms limits or excludes any statutory rights you may have as a consumer.
10. Our responsibility to you
10.1 If we breach these Terms or are negligent, we are responsible to you for loss or damage you suffer that is a foreseeable result of our breach or negligence. When we say 'foreseeable' we mean that, at the time these Terms were formed, it was either clear that the loss or damage would occur or you and we both knew that it might reasonably occur, as a result of something we did (or failed to do).
10.2 We are not responsible for any loss or damage that was not foreseeable. We are also not responsible for any loss or damage that was not caused by us, or which results from your breach of these Terms, your internet connection, or any third party systems out of our control. We are also not responsible for the acts or omissions of other users of the Site or any third party service providers that are outside our reasonable control.
10.3 The Site is for your personal use only. We therefore do not accept responsibility for any business loss or damage. Information available on the Site is provided for general information only and should not be relied upon as legal, financial or professional advice.
10.4 We do not exclude or limit liability where it would be unlawful to do so, including for death or personal injury caused by negligence, fraud or fraudulent misrepresentation. Nothing in these Terms limits the rights and remedies you are entitled to under consumer protection law.
10.5 While we use reasonable efforts to maintain the availability and security of the Site, we do not warrant that the Site will be uninterrupted, error-free, or free from viruses or other harmful components.
11. Suspension and termination
11.1 We reserve the right to suspend or terminate your access to our Site (including your account) if you breach these Terms, or where this is considered necessary for security, legal or fraud-prevention reasons.
11.2 Where possible, we will notify you to explain our reasons for doing so and how you can appeal or resolve the issue.
11.3 We may also suspend, reject or terminate any application submitted through the Site where we reasonably believe that information provided is inaccurate, incomplete, misleading or fraudulent.
12. Your privacy and personal information
12.1 Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities in the event you have a query or complaint about the use of your personal information.
13. Complaints
13.1 If you have a complaint about the Site, including a complaint regarding access to your account, its content or security, you can contact us by using the contact details set out in clause 2 (About us and contact information).
14. General legal terms
14.1 These Terms together with any documents referred to in them constitute the entire agreement relating to your use of the Site.
14.2 We may make changes to these Terms to reflect changes in law or regulation, changes to the Site and its functionality, or for security or operational reasons. When we do this, our updated Terms will be displayed on the Site. Where a change might materially impact you, we will make reasonable efforts to notify you. If you continue to use and access the Site following these changes, you agree to be bound by the updated Terms.
14.3 We are not liable to you if we fail to comply with these Terms because of circumstances beyond our reasonable control.
14.4 If we do not enforce a provision of these Terms immediately, we do not waive our right to do so later.
14.5 You agree to indemnify us against any liability, loss, claim, damage or expense (including reasonable legal costs) directly arising from your material breach of these Terms, your unlawful use of the Site or your infringement of any third party rights.
14.6 If any part of these Terms is found to be unlawful or unenforceable, the rest remains in force.
14.7 No one other than us or you has any right to enforce any of these Terms.
14.8 The laws of England and Wales apply to these Terms, although if you are resident elsewhere you will retain the benefit of any mandatory protections given to you by the laws of that country. Any disputes will be subject to the non-exclusive jurisdiction of the courts of England and Wales.