Right to cancel and refunds
Right to cancel
You have the right to cancel your contract or order within 14 days of our confirmation email without giving any reason.
This 14-day period is known as a 'cancellation period' or 'cooling-off period'. However, you do not have the right to cancel if you have requested us to start providing your purchased service and this begins once a confirmation is sent to you, at which time you have requested us to start the fulfilment of your purchased service.
The cancellation period will begin on the day the confirmation email is sent to you and automatically expire after 14 days and no further refunds will apply.
To exercise your right to cancel, you must submit a clear statement of your decision via our contact form before the cancellation period ends.
We will start providing services during the 14-day cancellation period unless you ask not us to by submitting a contact form stating the reasons to delay the start of fulfilling your order.
To exercise your right to cancel, you must submit a clear statement of your decision via our contact form before the cancellation period ends.
If there are specific terms associated with any promotional purchase that may affect your right to cancel, it will be stated clearly with any promotional terms and conditions.
If you do want to cancel and work has started to fulfil your order within the 14-day cancellation period, you will be required to pay the full price of the work carried out. This includes:
- Payment for services we have provided up to the point you informed us you wanted to cancel. This amount will be pro-rata based on the proportion of services carried out and the full price of your purchased service
- The full price of the purchased service if the service has already been fully completed during the cancellation period
If you decide to cancel during the 14-day cancellation period and no work has been done by any party we will reimburse any payments you have made to us within 14 days of receiving your written decision to cancel.
Your funds will be reimbursed using the same payment method you used unless you have agreed otherwise. You will not incur any fees from the reimbursement.
This does not affect the rights you have if the services are deemed faulty. Should you instruct us to undertake additional services, such as finding a tradesperson in an emergency, the cooling-off period may not apply.
Applicable fees
Your setup fee is non-refundable once your property has been advertised or your letting plan has commenced. Your initial payment for letting fees is deducted from any refund using a pro-rata calculation to cover the lapsed subscription period.
Landlord services
If you have purchased a landlord service, including Find a Tenant advertising, certificates and inspections, the standard 14-day refund terms apply. If you decide not to use the service but are outside the 14 days, no refund can be issued, but you have a further 12 months in which to use the service. This can be banked as a credit and used against any property. If the 12-month term expires, you will lose your entitlement to the product or service.
If you purchase a property inspection, including a Gas Safety Check, EPC or EICR and your property fails this inspection, you are still liable for the cost of this service.
Refund process
Once we have acknowledged your cancellation and determined it is in accordance with this policy, we will issue a refund to the original payment method used or via bank transfer. Refunds can take up to 7 working days to be processed.
If you have any queries in relation to this policy, please speak to your account manager or submit a request via our contact form.