8. If an appointment to complete an Energy Performance Certificate or building survey either individually or as part of a commissioned Home Information Pack is cancelled by the Client on the day of the appointment for whatever reason, we reserve the right to  charge the full cost of the agreed survey fee and we cannot offer any refund where payment is made up front, as the surveyor will be unable to reassign their workload. This cost is in addition to any costs referred to in clause 7.

9. If First Prospect Limited is required to postpone an Energy Performance survey or building survey on the day of the appointment due to the failure of the Client to abide by his or her obligations under the Terms, we reserve the right to charge the full cost of the  agreed survey fee and we cannot offer any refund where payment is made up front, as the surveyor will be unable to reassign their workload.  This cost is in addition to any costs referred to in clause 7.

10.  Refunds will be given to clients when errors occur at the point of transaction. These instances may include over-charging of credit cards or mistakes at the point of submitting details. We will refund any money received from you using the same method originally  used by you to pay for your purchase. We will usually process the refund due to you as soon as possible and, in any case, within 30 days.

11. This clause does not affect your statutory rights.

12. We understand that your plans are subject to change and we will try to be as accommodating as possible. Please notify us immediately if you decide to cancel your order for a service. You can do this by contacting First Prospect Limited at customerservices@first-prospect.com or by calling 01245710777.

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