Cancellations and refunds

Your statutory right to cancel

Because you are buying a service at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within14 days of the day the contract is made, without giving any reason.

Starting the work inside the 14 days

Most people who book want an answer quickly — often within 24 hours — which is sooner than the cancellation period ends. When you submit the booking form and pay, you are expressly requesting that we begin work straight away, and acknowledging that:

• if you cancel after we have begun but before the service is complete, you may be charged a reasonable amount for the work already done, in proportion to what has been provided; and
• once the service has been fully performed — meaning we have sent our written response and held or offered the call — you lose the statutory right to cancel.

In practice we rarely charge for partial work. The paragraph above is what the law entitles us to do; our guarantee below is what we actually do.

How to cancel

Email [email protected] with your name and booking reference, or use the wording below. Any clear statement is enough — you do not have to use a form.

I hereby give notice that I cancel my contract for the supply of the builder consultation ordered on [date], booking reference [reference]. Name: [your name]. Address: [your address]. Date: [today's date].

Our no-quibble money-back guarantee

Separately from the law, and more generously than it: if our advice does not give you a clear answer on your property, tell us and we will refund you in full. No forms, no justification required, and no time limit tied to the 14 days.

We would rather refund someone who was not helped than keep a fee we did not earn. If you are unsure whether your situation qualifies, it does.

How refunds are paid

• Refunds go back to the card you paid with. We cannot send them anywhere else.
• We process refunds within 14 days of accepting the cancellation, and usually within two working days.
• Your bank may take a further few working days to show the money. That part is outside our control.
• There is no fee for cancelling or for a refund.

If we cancel

Occasionally we may not be able to help — the property is outside what we can sensibly comment on, the material sent is not enough to work from, or we have a conflict of interest. If that happens we will tell you promptly and refund you in full.

If you are unhappy

Email us first and give us a chance to put it right. If we cannot resolve it between us, you can seek advice from Citizens Advice, and you retain all your rights under the Consumer Rights Act 2015.