Our 90-Day Satisfaction Guarantee 

At The Arch Company, we know choosing the right space for your business is a big decision.

You want to get up and running smoothly and quickly—without any unnecessary worries. That’s why our 90-day satisfaction guarantee promises to make sure the essentials work perfectly from day one, so you can focus on what matters most: growing your business.

Flexible Spaces Made for You 

We offer highly flexible, blank canvas spaces for you to personalise (within 

guidelines), designed to help you create your perfect workspace. Each property is carefully inspected the week before you receive your keys to ensure it’s fit for purpose, and everything works as it should. 

Our Commitment to You 

If any issues arise for new or existing customers within the first 90 days of your lease with selected fixtures and fittings during normal business use, we promise to fix them quickly and at no cost to you. If we can’t resolve the problem within the agreed timeframe, we will pay you £250 compensation per tenancy. 

Your Confidence, Our Guarantee 

We’re confident in our ability to keep your space running smoothly. If something goes wrong, we’ll make it right—quickly, efficiently, and with your satisfaction guaranteed. 

Terms and Conditions

These terms and conditions ("Guarantee Terms") apply to The Arch Company's 90-day Satisfaction Guarantee (the "Guarantee"). By claiming under the Guarantee, you (the company or person entering into a tenancy agreement with The Arch Company) agree to be legally bound by these Guarantee Terms.

The Guarantee is made available by The Arch Company Properties Limited, whose registered office is at 6th Floor, Watling House, 33 Cannon Street, London EC4M 5SB ("The Arch Company"). In these Guarantee Terms, "we" means The Arch Company and "you" means the company or other person entering into a tenancy agreement with The Arch Company.

If you have any queries about the Guarantee or these Guarantee Terms, then please contact us at Tel: 08082 583 087 or Email: info@thearchco.com.

The period for which the Guarantee scheme will be available

The Guarantee scheme is available to eligible customers as from [7th October 2025] ("Start Date") and will continue to be available unless and until we provide notice of a date on which the Guarantee scheme will close to new customers (the "Expiry Date"). The period from the Start Date to the Expiry Date is referred to as the "Qualification Period" in these Guarantee Terms.

Eligibility/qualification for the Guarantee

• The Guarantee applies if you are: (1) a new customer, signing up to a new lease with The Arch Company; or (2) an existing customer signing up to a new lease with The Arch Company, covering a new space, and (3) you do not fall within one of the exceptions set out in section 3 below.
• You will not qualify for the Guarantee or be entitled to make any claim under the Guarantee:

1. if you are renewing an existing lease; or
2. where your rent has been reduced in lieu of the condition of the property, or a special schedule of condition has been applied; or
3. where you have agreed to fund any works related to the issue; or
4. if the items covered by the Guarantee are not included in the premises which you are leasing from us (the "Premises"), according to our records.

What the Guarantee covers

• The Guarantee covers issues arising with the following (if present at the Premises), during normal business use: (1) shutters; (2) lighting and power installations; (3) toilets and plumbing; and (4) the arch lining ("Guaranteed Items"), subject in each case to the exclusions and limitations set out below.
• If you suffer any issues with the Guaranteed Items as a result of normal business use, during the period of ninety (90) days following the start of your qualifying lease and let us know within that period, then we will attend your Premises, agree a schedule of works and completion deadline with you, and endeavour to fix the issue by that completion deadline (failing which the remedy set out in these Guarantee Terms will apply).
• Exclusions – General: the Guarantee does not cover:

1. issues with the specification for the Premises not meeting your needs/expectations (for example, it does not cover circumstances where you require additional power beyond that communicated to you as available at the Premises, or if you want the lights to be relocated);
2. issues arising as a result of misuse, neglect or damage caused by the customer or any person at the Premises (e.g. if you accidentally break a light); or
3. issues arising as a result of the customer's fit out of the Premises, any work, alterations or reinstatement conducted at or in connection with the Premises on the customer's behalf, or any breach of the lease by the customer; or
4. structural issues (including without limitation those relating to the viaduct, which are rare and are the responsibility of Network Rail) or their consequences; or
5. the failure of consumable items; or
6. maintenance, repair or redecoration relating to internal décor, other aspects of the customer's fit-out or items not specifically included in the Guarantee (including, without limitation, where they result from issues covered by the Guarantee); or
7. circumstances where you do not provide us, or our nominated contractors, with the access we reasonably request to investigate and resolve the issue;
8. the maintenance of common areas, shared services, utilities or anything else that is outside of the interior of your Premises (as defined in your lease). However, this does not affect our obligations in respect of common areas and shared services under your lease.

• Additional exclusions: "lighting and power installations" refers to sockets, switches and ceiling lights only. The Guarantee does not cover any other elements, such as meters or wiring. The Guarantee does not cover the replacement of bulbs.
• Additional exclusions and limitations: for "toilets and plumbing" issues, the Guarantee only covers issues linked directly to facilities within the Premises (toilets, taps and basins) and does not cover issues with shared pipes or services outside the interior of the Premises, or wider drainage issues within the estate.
• Additional Exclusions: arch lining: we make every effort to prevent damp issues, often lining the arches to reduce any water ingress, but the nature of the arches mean we cannot guarantee that the Premises will be fully waterproof and leak free. It is always possible that water may enter your Premises as a result of the arches being used for railway (or related) purposes and that is not covered by the Guarantee. If there is a leak in the arch lining (and it is not otherwise excluded under these Guarantee Terms) then we will endeavour to fix the lining under the Guarantee. However, we cannot guarantee that leaks will not recur, or that the cause of the leak in the lining will be resolved, particularly if it is complex and/or linked to the viaduct itself or use or work by or on behalf of Network Rail. We will clearly communicate plans and timescales with you and let you know whether and what part of your issue is covered under the Guarantee.

How long does your Guarantee last?

• If you qualify under these Guarantee Terms, then you will be entitled to ask for a repair or claim compensation under the Guarantee for a maximum period of ninety (90) days from the start of your lease. You must tell us about the issue within that 90-day period, using the contact details provided in these Guarantee Terms – the Guarantee will not cover issues that you report to us later (even if the issue arose during the 90 days).
• After the 90-day period, you will cease to have the benefit of the Guarantee and the terms of your tenancy agreement (only) will apply to issues arising at the Premises. Maintenance and repairs are your sole responsibility unless covered by the Guarantee or otherwise specified within your lease.

How to claim on your Guarantee

• To ask for a repair or make a claim under the Guarantee, please contact us using the following details: Tel: 08082 583 087 or Email: info@thearchco.com.
• Once an issue has been reported, we will inform you, in writing, how long the works will take to fix. We will try hard to fix small jobs within 14 days, but this may not always be possible.

What happens if the issue is not resolved?

• We will try to fix issues covered by this Guarantee that are reported to us in line with these Guarantee Terms. However, it may not always be possible or economically viable. In these circumstances, we will pay you £250 per tenancy as a credit on your account (it is not claimable in cash). Where necessary and appropriate (in our discretion) and without limiting either your or our rights and obligations under the lease, we may also discuss with you the possibility of an alternative location.
• You cannot claim more than one £250 compensation payment for the same Premises during your 90-day Guarantee period, irrespective of the number of issues arising which are covered by the Guarantee.
• Our liability in connection with this Guarantee is limited to the £250 compensation per tenancy and that will be your exclusive remedy (without limiting either our or your obligations under the lease).

What happens if it becomes clear that the issue is not covered by the Guarantee?

• If during repair it is established that the issue was because of misuse or damage occurring during fit out stage, or is otherwise not covered by the Guarantee, then we reserve the right to claim the costs of attending the Premises and investigating the issue/making the repair. If requested, you shall reimburse these costs to us. Your Property Manager will be in touch to advise in this instance.

General

• The benefit of the Guarantee is not transferable to any third party. Only you, the company or person, named on the lease (and where you are a corporate entity, a person properly authorised by you to act on your behalf) may make a claim for a repair or compensation under the Guarantee.
• The Guarantee is not portable – if you vacate the Premises before the expiry of the 90-day period, you will not be able to apply the unused balance of that period to any other premises. However, if the Guarantee scheme is continuing and you are eligible, you may be entitled to a new 90-day Guarantee period in respect of the new premises you lease from us.
• Nothing in these Guarantee Terms will affect your liability or obligations under the terms of your lease.
• All properties, spaces and locations are subject to availability.
• We reserve the right to amend or cancel the Guarantee scheme or these Guarantee Terms at any time, without prior notice or compensation, if we consider it necessary to do so.
• If there is a conflict in these Guarantee Terms with any other terms attached to any other material in respect of the Guarantee, these Guarantee Terms will take precedence.
• The Guarantee and these Guarantee Terms (including any non-contractual disputes or claims arising out of them) are subject to English law. Any disputes must be referred to the English courts.