Support
Two ways to reach a person, and neither of them is a form
Write or telephone. Both go to the people who run the service, not to a queue that routes you back to an article.
Replies within one business day, Monday to Friday. Refund and data requests are acknowledged within one business day.
Telephone
+44 7526717240If nobody answers, leave a message with your account email address and we will call back.
Post
HMS FULHAM LTD132 Dollis Hill Lane
London, England
NW2 6HY
Written notices under the Terms of Service can be sent here.
What to write to us about
A render came out wrong
Tell us the property and the room, and what does not match the photographs. We return the credits it cost so you can run it again, and we look at why it happened.
Billing, invoices and refunds
Charges, duplicates, invoices and refund requests. Include the date and amount of the charge and write from the address on the account.
Cancelling
You do not need us for this. It is one button in Manage subscription inside the workspace. If you cannot reach it, tell us and we will cancel it for you the same day.
Your data
Access, correction, deletion, export or any other data right. We answer within one month, usually much sooner, at no charge.
Reporting misuse
Photographs of a property used without permission, a listing that does not exist, or output being used to discriminate against someone looking for a home. We investigate every report.
Something is broken
Uploads failing, a render stuck in the queue, or a page that will not load. Tell us what you were doing and what you saw.
Payments and security
How payment is handled
Every page of this site is served over HTTPS. Card details are entered on our payment provider's own page, over an encrypted connection, and are processed by them. We never see a full card number and we do not store one.
Because card data never reaches our servers, the cardholder data environment sits with our payment provider, who maintains PCI DSS compliance for it. We keep only a token, the last four digits and the card brand so you can recognise which card is on file.
All charges are made in USD. If your account is held in another currency your bank may apply its own conversion and fees, which are outside our control.
We monitor for card testing and unusual activity and will decline or reverse transactions that look fraudulent.
Policies
Everything in writing
If something goes wrong, contact us first at support@hmsfulhamproperty.com. If we cannot resolve it, free consumer advice is available in your country of residence. Wherever you live, the mandatory consumer-protection rules of your country of residence continue to apply to you.