Terms & Conditions

TerraQuest ReQuestaPlan users are bound by the terms and conditions set out below.

About ReQuestaPlan TerraQuest and ReQuestaPlan users are bound by the terms and conditions set out below

  • ReQuestaPlan is a TerraQuest Solutions service.
  • ReQuestaPlan allows users to draw and download digital plans in a variety of sizes and formats to support the submission of compliant planning applications.
  • Note: By purchasing a plan provided by ReQuestaPlan the user is accepting all the terms and conditions of this agreement.

Plan Imagery

  • We endeavour to be as accurate as possible when presenting maps on which to create a plan. The map information and imagery is supplied by Ordnance Survey and we cannot be held responsible for any discrepancy or inaccuracy in those maps or images.
  • Any use of Ordnance Survey Data which is not expressly addressed in this Licenced Use Schedule under the definition of 'Standard Licenced Use' or which is not expressly permitted is prohibited. Any other use of Ordnance Survey Data may be made only with the express written agreement of Ordnance Survey in a form of a licence for the commercial use of such data, the terms and conditions for which are available on request.

Prices and Payment

  • Prices include VAT. We will charge your credit card or debit card account at the time of checkout.
  • Prices are liable to change at any time. Price changes will not be applied to orders where the product has entered the download process.
  • For Professional Account users, prices will be applied at the point of check out and invoiced on a monthly basis. Invoices must be settled within 30 days, after this the invoice will be subject to a 5% increase each month.

Cancelling your plan purchase (“contract”)

  • You have the legal right to cancel your contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
  • Unless your product is one of the non-refundable products set out in paragraph 5 below, you may cancel your contract for any reason before the end of the 14 calendar day period beginning on the day you receive the product(s).

Non-refundable products

  • You may not cancel a “contract” for any plans which have been supplied to your specification or the digital plan (whether customised or not) have started to be downloaded.
  • Our system allows you to preview your plan prior to purchasing. We encourage users to check their plan thoroughly to ensure it is correct before purchasing.
  • Refunds requested due to a user error or not due to an error on our part may be considered but will be subject to a 50% fee. This is to cover Ordnance Survey and third party fees incurred.
  • You must inform us of any issue with your downloaded map within 7days. Requests outside of this time limit will not be considered for refund, unless the error is on our part.

Custom made plans and digital products

  • We cannot accept titles or subtitles or images for ReQuestaPlan plans which contain inappropriate language or images, or anything that, in our opinion, could be offensive or may amount to an infringement of third party copyright or other intellectual property rights. This is because your title, subtitle or image will appear alongside our branding.
  • Please ensure you provide accurate information when creating plans, as we cannot make any amendments once we issue you with confirmation of our acceptance. No refunds will be given for errors you fail to notify us of prior to our acceptance of your order.
  • If we consider that your title or subtitle or image contravenes paragraph 6(a) above, we may reject your order after you have checked out.
  • If you do not own the copyright or have the appropriate consent from the copyright owner to use the title or subtitle then you shall be entirely responsible for any costs or liability incurred by us. It is your responsibility to ensure that you either own or have the right to use any title, subtitle or image.
  • We grant you a perpetual, non-exclusive, non-transferable licence (without rights to sub-license any third party) to use the digital products sold by us in PDF format only for your use in line with your business.

Our Liability

  • Our liability for losses you suffer as a result of us breaching this agreement is limited to the price you have paid for the product together with any losses which are a foreseeable consequence of us breaching the agreement to the fullest extent permitted by law. Losses are foreseeable where, at the time your order is accepted, they could be expected by you and us to occur as a result of a breach.
  • We are not responsible for:
    1. any indirect or consequential losses which could not be reasonably expected to you or us when the contract for the sale of products was formed;
    2. losses that were not caused by any breach on our part; or
    3. any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure).

Applicable Law

  • This End User Licence Agreement (EULA) is governed by the laws of England and Wales and the exclusive jurisdiction of the English and Welsh courts.

Intellectual Property and Copyright

  • Unless otherwise stated, any intellectual property rights arising in respect of the ReQuestaPlan design, text, graphics, its selection and arrangement, software and all other material (the 'Content') on or in the ReQuestaPlan service belongs to TerraQuest and PortalPlanQuest, or third party content providers where indicated.
  • Copying or use of such intellectual property rights or software is not permitted without the prior approval of the intellectual property owner, unless expressly allowed under these terms and conditions.

Data Protection Act

  • Data controller
    • For the purposes of the Data Protection Act 1998 ("the Act"), the Data controller and processor is TerraQuest Solutions Ltd, a company incorporated in England and Wales (04653583) whose registered office is at TerraQuest Solutions Limited, 1390 Montpellier Court, Gloucester Business Park, Brockworth, Gloucestershire. GL3 4AH
    • We may collect and process the following personal data:
      1. information provided in relation to the map purchase and/or your account including names, addresses and contact details;
      2. anonymised data from users, including IP address, browser or device;
    • If you contact us, we may keep a record of that correspondence.
    • We may from time to time ask you to complete surveys that we use for research purposes, although you do not have to respond to them. We may keep the responses you submit to help us improve our services.
    • We do not collect information about our visitors from other sources, such as public records or bodies, or private organisations.
    • If you would to like to view or access, amend or remove or your personal data or to delete your account, in line with the section ‘Access to information’ below please contact us via the details contained in the ‘Contact Us’ section below.
  • For what purposes is the information being processed?
    • We use the information held about you and is being shared with our Data Processor and used by them in the following ways:
      1. To comply with legal obligations arising from any contracts entered into between you and us;
      2. To notify you about changes to our services;
      3. To answer any of your questions;
      4. To notify you about new products and services available on the ReQuestaPlan service;
      5. To carry out research to improve our service;
      6. Account billing and auditing;
      7. System backup, testing, maintenance and development;
      8. Ensuring our compliance with legal and regulatory obligations applicable to us; and
      9. Customer relations and to help us in any future dealings with you, for example by identifying your requirements and preferences.
    • If we wish to use your personal data for a new purpose, other than which it was originally supplied, we are required by law to ask you first. We would usually do this via email or post but may use other means where appropriate to contact you.

Disclosure of your information

  • You agree that when you send us or provide us with personal information via email (that is, in a message containing a question or comment, or by filling out a form that emails us this information) or via telephone, we will use the information you provide to respond to your requests. You agree that we may forward your email or information to TerraQuest and/or PortalPlanQuest and/or employees of partner organisations, or contract personnel who are better able to answer your questions.
  • We may disclose or share information we have collected and processed with a third party if we are under a duty to do so or in order to comply with any legal obligation, or in order to enforce or apply our terms of use and other agreements; or to protect the rights, property, or safety of TerraQuest, PortalPlanQuest, our customers, or others. This includes exchanging information with other companies and organisations for the purposes of fraud protection and credit risk reduction.
  • Your data will not be shared for any other reason without your prior consent.

IP addresses and Cookies

  • Cookies are small computer files that help websites run effectively. Cookies are used by ReQuestaPlan to manage access to the site and to help improve your user experience. In order to operate effectively, our cookies may record your IP address but will not capture any other personal information from your use of the website, though we may link it to other data you have supplied to us. We use our own cookies as well as third-party cookies, which are used to generate statistical information about our users (‘Google Analytics’). Save for the use of cookies, we do not automatically log data or collect data save for information you specifically provide to us.
  • You can prevent the setting of cookies by adjusting the settings on your internet browser (see your browser Help for how to do this). Please be aware that disabling cookies may affect the functionality of the ReQuestaPlan service and other websites that you visit.
  • For more information about cookies, visit: http://www.allaboutcookies.org

Confidentiality and security

  • Your attention is drawn to the fact that any information carried over the Internet is not secure; information can be intercepted, lost, redirected, changed and read by other people. Any transmission is at your own risk. Once we have received your information, we will use strict procedures and security features to try and prevent unauthorised access and protect your personal data against unlawful processing, accidental loss, destruction and damage. We will retain your information for a reasonable period of time or as long as the law requires.
  • We have implemented security policies, controls and technical measures to protect the personal data that we have under our control from:
    1. unauthorised access
    2. improper use or disclosure
    3. unauthorised modification
    4. unlawful destruction or accidental loss
  • All our employees, contractors and subcontractors who have access to and are associated with the processing of personal data, are obliged to respect the confidentiality of our visitors' personal data.
  • We use leading technologies and encryption software to safeguard your data, and set strict security standards to prevent any unauthorised access to it.

Your rights and responsibilities

  • Please ensure that any information you submit to us is accurate and correct. Do not include personal information about third parties unless you have told the individual concerned and they consent to it being supplied.
  • Tell us as soon as possible if any of the personal information you have provided should change.
  • Where we have given you (or where you have chosen) a password which enables you to access certain parts of our website, you are responsible for keeping this password confidential. You should not share this password with anyone.

Access to information

  • The Data Protection Act gives you the right to access information held about you. Your right of access can be exercised in accordance with the Act. Any access request may be subject to a fee of £10 to meet our costs in providing you with the details of the information we hold about you. Evidence or proof of your identity will be required.
  • It is both in our interest and yours to hold accurate data. If the data we hold on you is inaccurate in any way, where appropriate, you may have the data:
    1. erased
    2. rectified or amended
    3. completed
  • We reserve the right to refuse to provide you with a copy of your personal data, but will give reasons for our refusal and allow you to challenge our decision.

Privacy Policy

Contact us

  • If you have any questions about your personal data or our Privacy Policy or if you wish to correct any data about yourself that you feel to be inaccurate, wish to provide us with feedback, or make an access request to your personal data, please contact the Support Desk, making it clear that your request relates specifically to the ReQuestaPlan service.
  • TerraQuest Ltd, Quayside Tower, 252-260 Broad Street, Birmingham, B1 2HF.
  • Telephone Number: 0333 323 4589

Changes to the Terms & Conditions

  • We reserve the right to vary our terms and conditions at any time. Any changes we may make to our terms & conditions in the future will be posted on this page.
  • This policy was last updated in September 2017