By accessing or using Florin House ("the platform") at www.florinhouse.com, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use the platform. The platform is operated by the business identified in section 20.
2. Description of service
Florin House is a coin collecting platform that allows users to browse a database of coins, track their personal collections, buy and sell coins through a marketplace, talk to other collectors in messages, community threads and communities, play coin-related games, and read coin stories. The platform is provided free of charge, with optional paid marketplace features and an optional paid membership, Florin Plus (section 14).
3. Account registration
You must provide accurate and complete information when creating an account.
You are responsible for maintaining the security of your account credentials.
You must be 13 or over to have an account.
When you create an account from the sign-up form, including with Google or Facebook there, we record which version of these terms you agreed to, and when.
One account per person. Duplicate accounts may be removed.
You are responsible for all activity that occurs under your account.
4. User conduct
You agree not to:
Upload false, misleading, or fraudulent coin information or listings.
Harass, abuse, or threaten other users.
Attempt to access other users' accounts or private data.
Use automated tools to scrape data or interact with the platform.
Use the coin scanner other than through Florin House's own pages: call it from your own software, send it photos in bulk, try to work out how it ranks coins, or use its answers to build or improve another coin identification service.
Interfere with the proper functioning of the platform.
Use the platform for any unlawful purpose.
Post or send anything that section 11 or the Community rules do not allow, anywhere on the platform.
5. Marketplace terms
Who you are contracting with. A sale is a contract between the buyer and the seller. Florin House operates the platform, holds the payment in escrow, and decides disputes under these terms, but is not the seller of any coin.
Where we post. The marketplace currently serves Great Britain only: sellers post from, and buyers receive at, addresses in Great Britain. Orders to other destinations cannot be placed.
Payment and escrow. Payment is taken by Stripe when you check out and held, not paid to the seller. Florin House does not see or store card details. The seller is paid about 16 days after delivery, provided no return or dispute is open.
Fees. Sellers pay a commission of 6% of the coin price; nothing is charged on postage. Buyers pay a service fee of 5% of the coin price plus 20p, and a delivery handling charge of 45p per parcel. Every fee is shown as a separate line before you confirm payment; the fee is what is shown at that moment.
Despatch. Sellers must post within 6 days of payment, using a tracked service. If nothing has been posted by then, the order is cancelled automatically and the buyer is not charged. The seller is responsible for the accuracy of the listing and the condition of the coin.
Cancellation. A buyer may cancel an order that has been paid for but not yet posted; the payment is refunded in full.
Returns. Buyers may return a coin for any reason within 14 days of delivery, by opening a return from the order page. On a change-of-mind return the buyer pays the return postage and must post the coin back, tracked, within 7 days of the seller approving the return. Once the seller confirms the coin has been received back, everything the buyer paid, including the original postage and fees, is refunded to the payment method used. This does not affect your statutory rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015 where they apply.
Disputes. If a coin does not arrive, arrives damaged, or is not as described, open a dispute from the order page. The seller has 48 hours to respond. Florin House then decides the dispute on the evidence and may refund the buyer in full or in part from the held payment.
Automatic refunds. If the seller does not respond within 48 hours and the amount held for the order is £150 or less, the buyer is refunded from the held payment automatically; above £150 the dispute is decided by us. Where no tracking was registered for the order and the buyer reports it has not arrived, we may also refund the buyer from the held payment without a finding of fault; where the parcel was tracked, a person decides. Such refunds are capped at £150, are never made within 3 days of despatch, and depend on the buyer's account history passing our checks; otherwise the claim is decided on the evidence.
6. Prohibited items and counterfeit policy
Listing counterfeit, replica, or deliberately altered coins is strictly prohibited. Selling counterfeit currency may be a criminal offence under the Forgery and Counterfeiting Act 1981.
Stolen goods and any item whose sale would breach applicable law may not be listed.
Buyers may report a suspected counterfeit at any time. Reported or suspected counterfeit listings may be removed and the seller's account suspended.
Sellers must accurately represent grade, condition, and any restoration or cleaning of coins offered.
7. Seller tax information
As a UK digital platform, Florin House is required to collect and report certain seller identity and tax information to HMRC under the digital platform reporting rules. Once a seller reaches the reporting threshold in a calendar year (30 sales or £1,700 of sales) we ask for these details, and payouts are paused until they are supplied. They are not needed before that point.
8. Fraud enforcement and law-enforcement cooperation
Sellers must accept our anti-fraud policy before listing items for sale.
Where we reasonably believe a user has sold counterfeit items or committed fraud, we will report the matter to the police, Report Fraud (formerly Action Fraud) and Trading Standards, and will provide supporting evidence on lawful request — including messages, transaction and order records, account details, and activity logs — as permitted under the Data Protection Act 2018 (crime prevention and detection).
Confirmed fraud results in a permanent ban. To prevent banned users returning, we retain and block identifiers associated with the banned account (such as hashed email address, phone number and IP address). Creating a new account to evade a ban is itself a breach of these terms.
When a seller is banned, their pending payouts are withheld until our review is complete. Payouts connected to fraudulent sales are used to refund the affected buyers.
You can appeal a ban as section 11 describes, with the evidence you rely on, and we will look at it again.
9. User content
By submitting content to Florin House (coin data, images, reviews, messages), you grant us a non-exclusive, worldwide, royalty-free licence to use, display, and distribute that content on the platform. You retain ownership of your content but are responsible for ensuring you have the right to share it. GIFs chosen from KLIPY's library are not yours, so this licence does not cover them; KLIPY's own terms do. The photos and details in your insurance catalogue are not covered by this licence: they are private, and section 13 sets out how they are used. What you post in community threads is also covered by section 10. For threads, replies and pictures that stay up after you delete your account (section 10), this licence continues until they are removed.
10. Community threads, replies and communities
Community threads and replies are public conversations about coins. This section and the Community rules apply to them, and the Community rules are part of these terms.
What you can post. You can start threads and reply in the main feed or in a public community, add up to 4 pictures and one GIF to each, and vote. You must follow the Community rules, and the house rules of any community you post in. House rules can add to the Community rules but cannot overrule them.
Your posts are public. Anyone can read threads and replies and see their pictures, whether or not they are signed in, together with your display name, username and profile picture, and each post's score. Who voted is private. We ask search engines not to list individual threads, but we cannot stop people copying or sharing what you post.
Checks before a post goes up. When you post or edit a thread or reply, our automatic checks look for phone numbers, email addresses, links and wording that looks like arranging a deal off the platform, including in the name of any GIF you add, read together with your words. What they find is held: nobody else can see it until site staff approve it. A post that is nothing but a contact detail or a link is refused. We do this to keep buying and selling on the marketplace, where buyers are protected. The checks do not catch everything, and the rules apply whether they catch something or not.
Automated checking with AI. When a thread or reply is posted or edited, and when one is reported, we send its title, text and pictures to an AI model provided by Anthropic, with the name of any GIF you add (never the GIF itself). We do not send it when the report is of child sexual abuse or grooming, an intimate image or other illegal content, or while such a report about it is open: a person reads those. The model says what kind of content it thinks it is, such as spam, an attempt to deal off the platform, a scam or counterfeit sale, harassment, illegal content, child sexual abuse or grooming, terrorism, sexual content, hate, or content about suicide, self-harm or eating disorders, and how sure it is. A check also runs overnight on the day's posts that were missed. Only community threads and replies are checked this way. Our Privacy Policy says what is sent and why.
What the AI check can do on its own. It can take a post down without a person only if it thinks it is spam, an attempt to deal off the platform or illegal content, and is at least 90% sure. Illegal content here includes child sexual abuse material and terrorist material, which are against the law to have or share. When it does, your notification says that our automated check made the decision and how to appeal, and site staff look at the post within 3 days and either put it back or keep it down. Anything else it flags is passed to a moderator. Grooming, hate, and content about suicide, self-harm or eating disorders are always passed to a person, however sure it is, and never taken down by it alone. So is sexual content, unless it is plainly spam, and anything it thinks might be child sexual abuse or terrorism but is not sure of. It never takes a post down because of a report, never overrules a moderator who approved or put back a post, and never lets a held post through. It does not check every post as it is written: when it is not working, or we have reached our limit on checks for the day, posts are published after the checks above alone, and moderators deal with reports as usual.
11. Illegal and harmful content, reporting, complaints and appeals
This section applies to everything people post or send on Florin House: listings, messages, profiles, photos, threads and replies. Florin House is run by one person, the owner, who deals with every appeal and complaint, and with reports unless a site moderator the owner has appointed deals with them.
What you must not post or send. Whatever your age, you must not post or send:
child sexual abuse material, or anything else that sexualises a child;
anything that grooms a child: getting in touch with a child, making friends with them or messaging them in order to abuse or exploit them, or sending a sexual message to anyone under 18;
terrorist content, or content supporting a proscribed organisation (a group the UK government has banned);
an intimate image of someone without their consent, or a sexual image to someone who did not ask for it;
pornography or any other sexual content, including nude photos of real people (the designs on coins, medals and banknotes, and classical or historical works of art showing nude figures, are not banned by this);
content that encourages, promotes or gives instructions for suicide, self-harm or eating disorders;
threats, harassment, stalking, bullying or abuse;
content that attacks, abuses or stirs up hatred against people because of their race, religion, disability, sex, sexual orientation, gender identity or nationality;
content that encourages, shows or gives instructions for serious violence against a person or an animal;
dangerous stunts or challenges likely to cause serious injury, or encouraging anyone to swallow, inhale or inject something harmful;
scams and fraud, including passing off a counterfeit, replica or altered coin as genuine;
offers of drugs, weapons, stolen goods or anything else that is illegal to sell;
anything else that is illegal in the UK.
The Community rules set out more that is not allowed in threads.
Protecting children. You can have an account from 13, and we do not check anyone's age. So we protect under-18s by keeping the kinds of content most harmful to children off Florin House for everyone. Each kind below is banned for all users, whatever their age, and the protection is the same for every age group: 13 to 15, 16 and 17, and adults. Reports work for every kind, on anything on the platform (listings, messages, profiles, photos, threads and replies). The automated check in section 10 looks only at threads and replies. It also looks for some of these kinds, as each item says, and passes what it finds to a person; for the rest, and everywhere else on the platform, reports are how we find them. For each kind:
12. Coin data and valuations
Coin information, rarity scores, and estimated values on Florin House are provided for informational and entertainment purposes only. They should not be considered professional valuations or investment advice. Values may differ from actual market prices. Florin House is not responsible for decisions made based on the data provided.
13. Insurance catalogue
The insurance catalogue lets you photograph the coins you keep, front and back, and download a PDF of them, with their details and estimated values, to give to your insurer. It is free for up to 25 coins, which you choose, and on the free plan you can photograph up to 25 coins in total: a coin with photos keeps its place in your catalogue until you remove its photos, which frees the place. For more, you need Florin Plus (section 14). This section applies to it in addition to the rest of these terms. You accept it when you tick "I have read and agree to the insurance catalogue terms" to start your catalogue, or to carry on with one you started before this section was added.
Privacy. The photos you take for your catalogue, and the details you add for your insurer (purchase dates and prices, notes, declared values, certificate numbers and the details on the PDF's cover), are private to you. They are kept in private storage, are never shown on your profile or anywhere else on the platform, and are not shown to other users. The PDF is made only when you ask for it, and only you can download it. The coins in your catalogue are the coins in your Florin House collection: a coin you add while building your catalogue joins your collection, and your collection is shown on your profile unless you have made it private in your account settings. If you make it private, nobody but you can see it, on the site or through the interface our website uses to fetch its data. Any notes, purchase price and date you add to the collection itself (outside the insurance catalogue) are private to you whichever you choose, and have been since 27 September 2026: see section 9 of our Privacy Policy.
Use of your photos to train our coin identifier. Florin House is building its own model that recognises a coin from a photograph. You grant Florin House a non-exclusive, royalty-free licence to use the photos in your catalogue, together with the catalogue details of the coin each one shows (such as its name, year and denomination), to build, train, test and improve that model. The photos are processed on Florin House's own systems. They are never sold, never shared with anyone else and never made public, and your purchase dates and prices, notes, declared values and cover details are not used for this. The licence ends for future training when you stop it or delete the photo, as described below; a model already trained with a photo may continue to be used.
Stopping the use of your photos for training. You can stop it at any time with "Stop using my photos for training" on your insurance catalogue page, and allow it again in the same place. Once you stop, your photos are left out of every future training run. Stopping does not undo training that has already happened: a model already trained with your photos is not retrained. It makes no difference to the rest of your catalogue.
14. Florin Plus
Florin Plus is an optional paid membership. On the free plan your insurance catalogue holds 25 coins, which you choose, and you can photograph up to 25 coins in total: a coin with photos keeps its place until you remove its photos. With Florin Plus your catalogue can hold, and you can photograph, every coin in your collection, and you can use more of Numista's coin catalogue each month. This section applies to Florin Plus in addition to the rest of these terms, including section 13. You accept it when you tick "I agree to the Florin Plus terms" before you pay.
Before it opens. We may offer Florin Plus with a waitlist before it can be paid for. Asking to be told when it opens ("Tell me when it opens") is free, is not a membership and commits you to nothing: you do not get what members get, and nothing is charged. Once Florin Plus opens, anyone can join, whether or not they are on the list. We will email the people on the list that it is open, in the order they joined, starting the day it opens, and that email takes you off the list. You can take yourself off the list at any time with "Take me off the list" (if you join it again, you go to the back), and joining Florin Plus or deleting your account takes you off it.
What you pay for. While you are a member, every coin in your collection can be in your insurance catalogue: photographed, listed in its PDF and included in its reminders. You can also search Numista's catalogue for coins Florin House does not have (a deep search). Searching and looking through the results does not count: a deep search counts when you add a coin you found to Florin House, and you can do that 20 times a month instead of 3. When you import a collection, up to 100 of its coins a month, instead of 10, can be looked up in Numista and brought into Florin House. A coin Florin House already has is free and does not count towards either. If Numista fails while a coin is being looked up or brought in, that attempt may still count. Allowances reset at the start of each calendar month (midnight UTC on the 1st, which is 1am in the UK in summer), and unused ones do not carry over. Deep search and collection imports depend on Numista, which we do not control, and the whole site shares a monthly amount of it, part of which is kept for members. When free accounts have used their share, deep search and collection imports pause for free accounts until the next month while members carry on; when the whole site has used its share, they pause for everyone, members included, until the next month. To keep deep search fair, free accounts may also be limited in how many searches they can make in a day and how many pages of results they can see. Sending a coin to Florin House to be added is always available, on either plan. The Florin Plus page also lists features we are building for members. They are not part of what you pay for until they are released, and we do not promise when that will be.
15. Intellectual property
The Florin House name, logo, design, and original content (including blog articles and game mechanics) are the property of Florin House. You may not reproduce, distribute, or create derivative works from our content without permission. Coin images sourced from third parties remain the property of their respective owners.
16. Limitation of liability
Florin House is provided "as is" without warranties of any kind. To the fullest extent permitted by law, we shall not be liable for any indirect, incidental, special, or consequential damages arising from your use of the platform, including but not limited to loss of data, loss of profits, or marketplace transaction disputes. Nothing in these terms limits liability that cannot be limited by law.
17. Account termination
We reserve the right to suspend or terminate accounts that violate these terms, engage in fraudulent activity, or are inactive for an extended period. You may delete your account at any time from your account settings, once any order you are part of has finished and any payout has been sent. Deleting your account is never refused because of a report. But if a report involving you is still open, we first keep a copy of what it concerns: the messages that deleting your account would otherwise remove, with their photos (in a direct conversation, both people's), who sent them and when; a reported thread, reply, listing or profile as it was; your name, username and email address; and a report you made, if it is urgent or we keep anything for it. Only we can see that copy, and we delete it when the report is closed, or after 90 days, whichever comes first, unless the law requires us to keep it longer. Deleting it ends any Florin Plus membership at once (section 14). Your profile is anonymised, and your collection and messages are removed. Your community threads, replies, votes, follows, blocks and moderator roles, and some details on the anonymised profile, are not removed, though the pictures are taken off your threads and replies: section 10 says what happens to them and how to have them removed. Order, payment and tax records are kept for as long as the law requires, as described in our Privacy Policy.
18. Changes to terms
We may update these terms from time to time. Changes will be posted on this page with an updated date. Continued use of the platform after changes constitutes acceptance of the updated terms. For significant changes, we will notify users via email.
19. Governing law
These terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
20. Who we are and how to contact us
Florin HouseFlorin House is a trading name of FLORIN HOUSE LTDCompany number 17480418Registered office: 103 Alpine Street, Reading, England, RG1 2PZ
If you have any questions about these terms, please contact us at hi@florinhouse.com.
Decisions and review. Our decision is final as between Florin House and the parties, and does not limit either party's right to pursue the matter in the courts. Either party may ask for a decision to be reviewed by emailing hi@florinhouse.com within 7 days of the decision, with any evidence not already supplied; there is no in-app appeal.
Chargebacks. Raising a card chargeback instead of a dispute here means we cannot investigate for you and may result in restrictions on your account while it is resolved.
Taking posts down. Site staff can approve held threads and replies. Moderators can take threads and replies down and put them back, and pin and lock threads. We may take down anything that breaks these terms or the Community rules. When one of your posts is held or taken down, you are usually sent a notification, which says how to appeal, and you can always see it on the post itself. A thread that is taken down is shown only to you and the moderators. A reply that is taken down stays in its thread as "Taken down" under your name, without its words or pictures, so anyone reading the thread can see that.
Warnings and bans. Site moderators can send you a warning. If you break these terms or the Community rules seriously or repeatedly, we can ban your account. A banned account cannot post, reply, vote, add pictures, make reports, or buy and sell.
Moderators. Site staff are the owner and any site moderators the owner appoints. They can act anywhere; only the owner can ban an account. Anyone signed in can start a public community, becomes its moderator, and can appoint up to 5 more. Community moderators are volunteers, not our staff or agents.
What community moderators cannot do. They can act only in their own community. They cannot act on their own posts, undo a decision made by site staff or by the automated check, let through a post held for contact details or a link, clear anything the automated check passed on as one of the serious harms in section 11 (or close a report it found one in), put back something they took down while it is waiting for site staff, warn or ban anyone, or see who made a report. A held post they take down and then put back goes back to being held. Reports of child sexual abuse or grooming, an intimate image or other illegal content go to site staff and are not shown to them. We can remove a community moderator, and quarantine or close a community that is not being moderated properly, as the Community rules describe. The owner of a quarantined or closed community can appeal within 7 days.
Pictures. We save a new copy of every picture you add to a thread or reply, and of a community's own picture and banner picture when its owner sets them, without the hidden details a phone adds, including location. A community's picture set before we began doing this was stored as it was uploaded, so its owner can set it again to replace it with a clean copy. When a thread or reply is taken down, its pictures are moved off their public web address into private storage, where only we can see them, within about two hours, unless another post that is still showing uses them; they come back if it is put back, unless its author has deleted their account. When you delete a thread or reply, its pictures are deleted, unless a moderator is looking at it (we then keep them privately, with the report), another of your posts uses them, or the law requires us to keep them. A picture you upload but never post is taken off its public web address about a day after you choose it. We delete picture files from private storage too when we take a picture down as illegal or as harmful to children (section 11), and when you ask us to.
Deleting your posts. You can delete your own threads and replies while they are showing. You cannot delete a thread or reply while it is held or taken down. A thread nobody has replied to, or a reply nobody has answered, is deleted completely, apart from what our moderation records hold about it (our Privacy Policy says what, and for how long). A thread with replies stays, under your name, as "This thread was removed", so the replies still make sense, and its title, text and pictures are cleared. A reply that others have answered stays in the thread as "Removed by author" under your name, without its words or pictures. In a community that has been closed, or if your account has been banned, you cannot delete your posts yourself: email hi@florinhouse.com and we will do it. Deleting a post deletes its pictures too, apart from the exceptions under Pictures above.
If you delete your account. Your threads and replies are not deleted with your account. They stay up, shown as written by "Deleted collector", but the pictures are taken off them, and a reply that was only pictures then shows as "Removed by author". The exceptions: a post that is held or taken down keeps its pictures with the record of moderation decisions, and a post a moderator is still looking at, or every post while a report about you is open, keeps its pictures while we deal with it. The picture files are then deleted, apart from any we have to keep, such as those of the posts just described, which end up in private storage, where only we can see them. Your votes still count. The record of who you followed and who followed you is kept, and so are the people you blocked, any moderator role you held, and some details on your anonymised profile, such as when your account was created and last active and your points; our Privacy Policy lists them. A community you own is handed to its longest-standing member, who becomes its owner. If you are its only member, it is deleted, unless it has threads or a moderation history, in which case it stays up with no owner, and any moderators you appointed keep their role. When a community is deleted this way, the files of its picture and banner picture are not yet deleted with it: email us to have them deleted. The reports you made are deleted, apart from one still open that we keep, as section 17 says; reports about you and the record of moderation decisions are kept for the periods in our Privacy Policy. If you want your threads and replies removed, delete them before you delete your account, or email hi@florinhouse.com and tell us which: you can still ask after your account is gone, and we will deal with the request. If your account has been banned, you cannot delete your posts yourself: email us and we will do it.
Pornographic content. Found through reports, and in threads and replies also by the automated check, which passes it to a person, or takes it down itself if it is plainly spam, as section 10 describes. We take it down, delete the picture files, and warn or ban the account.
Content encouraging, promoting or giving instructions for suicide. Found through reports, and in threads and replies also by the automated check, which passes it to a person. We take it down, delete any picture files, and warn or ban the account. If the person who posted or reported it seems to be at risk, we point them to Samaritans (116 123) and, if they are under 19, Childline (0800 1111).
Content encouraging, promoting or giving instructions for self-harm. Found through reports, and in threads and replies also by the automated check. We deal with it as we do suicide content, and point people to the same support.
Content encouraging, promoting or giving instructions for an eating disorder. Found through reports, and in threads and replies also by the automated check. We deal with it as we do suicide content, and point people to the same support.
Abuse aimed at a protected characteristic (race, religion, disability, sex, sexual orientation, gender identity or nationality). Found through reports, and in threads and replies also by the automated check, which passes it to a person as hate or harassment. We take it down and warn or ban the account.
Content stirring up hatred against people for any of those reasons. Found through reports, and in threads and replies also by the automated check, which passes it to a person. We take it down, warn or ban the account, and report it to the police where it is a crime.
Bullying. Found through reports; the automated check can pass harassment to a moderator, but never takes it down on its own. We take it down and warn or ban the account, and point the child to Childline (0800 1111). You can block someone from a message with them.
Encouraging or giving instructions for serious violence against a person. Found through reports. We take it down, warn or ban the account and, where it is a threat, report it to the police.
Showing serious violence against a person, or a person's serious injury. Found through reports. We take it down, delete the picture files, and warn or ban the account.
Showing serious violence against an animal, or its serious injury (a real animal or a made-up one). Found through reports. We deal with it in the same way.
Dangerous stunts or challenges likely to cause serious injury. Found through reports. We take it down, and warn or ban the account.
Encouraging anyone to swallow, inhale, inject or otherwise take something harmful. Found through reports. We take it down, and warn or ban the account.
Anything else that could seriously harm a child is taken down too, even if it is not listed here.
How we find it. Community threads and replies are checked automatically as section 10 describes. Listings, messages, profiles, collection photos, and a community's name, description, picture and banner picture are not checked automatically: we act on them when they are reported to us or we otherwise become aware of them. We review anything we have reason to think is illegal or breaks these terms, and take it down swiftly. Taking something down means nobody can see it on the platform any more. For a picture in a thread or reply, it also means the file is moved off its public web address into private storage (section 10). For a picture that is illegal or harmful to children, we also delete the file, which we do by hand, and for a GIF from KLIPY's library, which we do not host, we take the post down and report the GIF to KLIPY.
Child sexual exploitation and abuse. This covers child sexual abuse material and grooming. Messages are not checked automatically, so if someone is grooming a child in a message, use Report on the message (the flag beside its time), or email hi@florinhouse.com with the subject "Child safety". We take it down as soon as we are aware of it, remove the account, and report it to the National Crime Agency as the law requires. We keep what the law requires us to keep for that report, privately, and nothing else.
Terrorist content. We take it down as soon as we are aware of it, remove the account and report it to the police. We remove any account run by or for a proscribed organisation.
Other illegal content. We take it down, may ban the account, and may report it to the police, Report Fraud (formerly Action Fraud) or Trading Standards (section 8).
Reporting. Use Report on a thread, reply, listing or message. You need to be signed in to use it, and you can make up to 20 reports of threads and replies a day, and up to 10 more of child sexual abuse or grooming, an intimate image or illegal content. Wherever you report, you can add a note saying what is wrong, and you can choose "Child sexual abuse or grooming", "An intimate image of me" or "Illegal" as the reason: those go straight to site staff, at the top of the list. To tell us more, email us as well.
Reporting by email. Anyone, including people without an account and people affected by something posted here, can report by emailing hi@florinhouse.com with a link to the content and what is wrong with it. We read those reports whatever the daily limit.
Who sees your report. The person you report is not told who you are, even if they appeal: we tell them the reason given, never who gave it. Community moderators see the reason for a report but never who made it. We do not yet tell you the outcome of a report; ask us if you want to know.
Intimate image reports. If an intimate image of you is on Florin House without your consent, you, or someone acting for you, can email hi@florinhouse.com with the subject "Intimate image report". An intimate image means a nude, sexual or intimate photo or video, including one of you in your underwear or on the toilet. Send us the link, not the image itself. Say: where it is (links, or enough detail to find it); that it is an intimate image of you or of the person you act for; that you are reporting in good faith and what you say is true; and how to contact you. We take the image, and any copies of it we identify, down within 48 hours of the report, and delete the files. The only exceptions are if we decide it is not intimate image content, or that you are not entitled to report it, and we tell you if so. Even then we still take it down if it breaks these terms, which ban sexual content for everyone. If you complain about how we handled your report, we deal with that complaint before any other.
Appeals. You can appeal if we, a community moderator or the automated check took down your content (a thread, reply, listing, message or picture), did not let a held post through, warned you, banned your account, or quarantined or closed your community. Email hi@florinhouse.com with the subject "Appeal" within 30 days (within 7 days for a ban, and 7 days for a community). The notifications we send when we take down a thread or reply, warn you, or quarantine or close your community say how. We accept a late appeal if there is a good reason. A person reviews every appeal. We reply within 2 working days to say when you will hear from us, and decide within 7 days.
If your appeal succeeds. We put the content back, tell you the warning is withdrawn and record that it was, lift the ban, or return the community to where it was. The automated check cannot then take that content down again on its own.
Complaints. You can also complain, by emailing hi@florinhouse.com with the subject "Complaint", if you think: the automated check acted on your content in a way these terms do not allow; or we are not meeting our duties on illegal content, protecting children from harmful content, reporting and complaints, or freedom of expression and privacy. The owner deals with every complaint. We reply within 2 working days and answer within 14 days. If you would rather not receive further emails about a complaint once we have it, say so.
How quickly we act. Intimate images reported to us: down within 48 hours. Child sexual abuse, grooming and terrorist content: down as soon as we see it, and within 24 hours. Other illegal content: looked at within 2 days. Every other report, posts held for review and posts the automated check took down: looked at within 3 days. The full procedure is in the Community rules.
Going to court. Nothing in these terms stops you going to court, including for breach of contract.
Deleting photos and your catalogue. You can delete any photo, or remove a coin from your collection together with its photos, on your insurance catalogue page at any time. Photos you delete are left out of every future training run; as above, a model already trained with them is not retrained. Deleting your account deletes your catalogue and every photo in it.
Values are estimates. The values in your catalogue and its PDF are estimates, worked out on the day from the Florin House coin catalogue and metal prices. They are not a professional valuation, and may differ from what a coin would sell for or cost to replace. A value you enter yourself is shown beside the estimate as your own figure and is not checked by us. Florin House is not responsible for decisions about your insurance made on these figures, including the amount you insure your coins for; whether your insurer accepts the PDF is a matter between you and your insurer.
Continuing on your phone. On a computer you can continue on your phone by scanning a QR code. The code signs your phone in to your account without a password. It can be scanned for about 30 seconds after it appears, and the phone that scanned it then has up to 2 minutes from when the code appeared to confirm; after that, or once it has been used, it no longer works. When a code runs out unused, your computer shows a new one. Do not share a code or let anyone else scan it: whoever scans it first, while it is showing, can sign in as you. If you think someone else has used one, choose "Sign out other devices" on your insurance catalogue page. Where sign-in by code is not available for an account, the code only opens the catalogue page and you sign in on your phone as usual.
Price. Florin Plus costs £24 a year, paid yearly, or £2.50 a month, paid monthly, as you choose when you join. You pay in advance for each year or month. Prices are in pounds sterling and are the full amount you pay: we do not currently charge VAT. If we have to start charging VAT, that is a price change, and the notice described below applies.
Payment. Payments are taken by Stripe. You give your card details to Stripe, not to us, and Florin House never sees or stores them. Stripe charges your card when you join and at the start of each new year or month.
Renewal. Your membership renews automatically at the end of each year or month, and your card is charged for the next one, until you cancel.
Cancelling. You can cancel at any time on the Florin Plus page. You keep Florin Plus until the end of the year or month you have already paid for, and you are not charged again. Until then you can undo the cancellation on the same page.
Your right to cancel, and refunds. The law usually gives you 14 days to cancel a contract made online. Florin Plus starts as soon as you have paid, because you ask for that when you join by ticking "Start Florin Plus straight away", and you agree that once it starts you lose that right to cancel and get a refund. We confirm this in the email we send when you join. If the law treats Florin Plus as a service rather than digital content, you can still cancel within 14 days of first joining by emailing hi@florinhouse.com: we end your membership and refund what you paid less the days you had it. Apart from that, cancelling (above) stops the next payment, but it does not give you a refund for the year or month you have paid for, unless the law requires one; you keep Florin Plus until it ends instead. Nothing in this section affects your statutory rights.
Price changes. We may change the price of Florin Plus. If we do, we will email you at least 30 days before the new price applies to you. It applies only from your first renewal after that notice, never part-way through a year or month you have paid for. If you do not want to pay the new price, cancel before that renewal and you will not be charged it.
If a payment fails. If a renewal payment does not go through, you keep Florin Plus for up to 21 days while Stripe tries your card again, and you can update your card on the Florin Plus page. If the payment still cannot be taken, your membership ends.
Fraud reports and chargebacks. If the bank that issued the card tells us a Florin Plus payment was fraudulent, we refund that payment to the card and end the membership at once. If a Florin Plus payment is disputed with the bank (a chargeback), we end the membership at once and do not refund it ourselves: the bank's dispute process decides what is returned. Either way the card is not charged again, and nothing in your collection or catalogue is deleted.
When your membership ends. If your membership ends and you keep your account, your insurance catalogue goes back to the free plan and holds 25 coins, which you choose. Nothing is deleted: your other coins stay in your collection with their photos and the details you added, and they come back into your catalogue if you join again. If more than 25 of your coins have photos, the 25 in your catalogue are chosen from them, and you cannot photograph another coin until you have removed the photos from enough coins that 24 or fewer have them. While you are on the free plan, your PDF lists only the 25 coins in your catalogue.
Deleting your account. If you delete your Florin House account, your membership ends at once and you are not charged again. Deleting your account does not refund the rest of a year or month you have paid for, so you may prefer to cancel first and delete your account once the membership has run out.
If we stop offering Florin Plus. We will email you at least 30 days before it ends, and refund the part of any year or month you have paid for and will not have.