Kelvin Francis Ltd (“we”, “us”, “our”)
sends service and marketing messages to customers by Rich Communication Services (RCS) and, where RCS is not supported by a handset or network, by SMS. These terms explain what messages we send, the basis on which we send them, and how you can stop or manage them. They apply alongside our Privacy Policy and our Customer Charter.
1. Who we are
Kelvin Francis Ltd is an independent firm of Chartered Surveyors and Estate Agents, established in 1978 and based in Cardiff, with offices at 362/364 Cyncoed Road, Cardiff, CF23 6SA and Crown Precinct, Church Road, Lisvane, Cardiff, CF14 0SJ. You can contact us at info@kelvinfrancis.com or on 029 2076 6538.
Our messaging services are delivered with the assistance of a technology provider acting on our behalf. The decision to send you a message, and the content of that message, is always ours.
2. What messages we send
We may send you messages relating to:
- Sales — valuation appointments, viewing arrangements, offers, feedback and progress updates on your sale or purchase
- Lettings — viewing arrangements, tenancy updates, maintenance visits and management communications
- Service updates — appointment reminders and transaction progress
- Occasional marketing messages — news, guides and offers from Kelvin
Francis — only where you have consented to marketing contact
Message frequency varies depending on your dealings with us. There is no fixed schedule. If you have an active transaction, you may receive messages more often while that transaction is in progress.
3. On what basis we send messages
- Service messages (appointment confirmations, reminders, transaction
updates, safety information) are sent because they are necessary to provide the services you have asked us for, or to meet our legal obligations. - Marketing messages are sent only where you have given us your consent, or
where the law otherwise permits us to contact you. You can withdraw consent at any time (see section 4).
Your consent to receive service messages about a transaction is separate from your consent to receive marketing messages. Stopping one does not automatically stop the other; each opt-out instruction is handled on its own terms.
4. How to stop messages (opt-out)
- Marketing messages: reply STOP to any message you receive. We will stop marketing messages to that number as soon as reasonably practicable and confirm the opt-out.
- Service messages about an active transaction: reply STOP to any message, or contact us directly at info@kelvinfrancis.com. Because these messages relate to a service you have asked us to provide, stopping them may mean we contact you by other means (telephone, email or post) to keep your transaction moving. If you prefer no contact at all, please tell us and we will agree the practical arrangements with you.
- HELP: reply HELP to any message to receive our contact details and a summary of how to stop messages.
Opt-outs are free. You will not be charged by us for stopping messages. Your mobile
network’s standard charges for sending a message may apply.
5. Costs and compatibility
We do not charge you for receiving our messages. Reading an RCS message uses a small amount of mobile data. If your handset or network does not support RCS, we will send the message as an ordinary SMS where the service allows, and the message may appear in plainer formatting.
6. Your personal data
Our Privacy Policy explains what personal data we collect, why we collect it, how long we keep it, who we share it with and how you can exercise your rights under UK data protection law, including the right to object to direct marketing at any time. Our messaging provider processes message data on our behalf and under our instructions only.
7. Message accuracy and availability
We prepare our messages carefully, but we do not guarantee that every message will be accurate, complete or delivered on time. Delivery depends on mobile networks and handset capability, which are outside our control. Message times and dates shown on your handset are indicative.
8. Complaints and questions
If you have a question about a message you have received, or a complaint, please contact us at info@kelvinfrancis.com or on 029 2076 6538. Our complaints handling procedure is described in our Customer Charter. You may also be able to refer a complaint to the Property Ombudsman or the Property Redress Scheme, as applicable.
9. Changes to these terms
We may update these terms from time to time. The current version will always be available on this page. Significant changes that affect how we contact you will be reflected in the messages we send.
Last updated: 10th September 2026