Cancellation and Refund Policy

1. As a consumer you have a cooling-off period in which you can withdraw from the contract for any reason, subject to the provisions below. This cooling-off period ends seven working days from the day after the contract was concluded and you receive our Order Acceptance. If you wish to cancel you order you must notify us within the prescribed period by e-mail or letter by post. This provision does not apply to business to business transactions.

2. If you are a consumer, the cooling-off period and the right to cancel will not apply where; (a) a Home Information Pack, Energy Performance Certificate or survey has already been undertaken or issued to you; and (b) you have already opened any emails or sealed envelope containing a Home Information Pack, Energy Performance Certificate or survey or; (c) we begin the preparation of a Home Information Pack, Energy Performance certificate or survey, by agreement with you, before the cooling off period ends. By proceeding with an order for a survey or Home Information Pack you are agreeing to us to proceeding to arrange and complete a survey or pack. We often complete surveys within the statutory seven day cooling off period and therefore if you subsequently decide to cancel your order (as outlined above) it may not be possible to provide you with a refund.

3. Subject to clause 6, contracts cancelled by you within the seven day cooling-off period will be either free from charge or refunded in full, excluding any costs of posting the Home Information Pack, Energy Performance Certificate or survey to you. However, you will be responsible for the cost of returning any Home Information Pack, Energy Performance Certificate or survey to us.

4. 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 of the day we received your cancellation.

5. Providing we are notified at least 24 hours (at least one full working day) before an Energy Performance or Building survey date, we will not charge for the agreed cost and if payment is made up front we will offer a full refund of the fee you have paid in the same manner as clause 4. Any cancellations or refunds for Home Information Packs, Energy Performance Certificates or surveys other than in accordance with the cooling-off period or 24 hour notice period, referred to above will be at our sole discretion.

6. If you cancel the contract you will remain liable for the cost of any third party reports which we have incurred on your behalf, or are likely to reasonably incur as a consequence of the clients cancellation.

7. 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 before 3.00pm on the last working day before the survey date for whatever reason, we reserve the right to charge an administration fee of £75 payable to First Prospect Limited. This administration fee is in addition to any costs referred to in clause 7. This charge will be at the sole discretion of First Prospect Limited and you will be invoiced this cost or the balance of the fee you have paid will be refunded paid in the same manner as clause 4. More