Refund and Cancellation Policy
How the 14-day cancellation right works for digital content, and when we refund you anyway.
The 14-day cancellation right
For most things bought online you have 14 days to change your mind. Digital content is different. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you ask for digital content to be supplied immediately and acknowledge that you will lose your cancellation right, that right ends once the content is made available to you.
That is what the tick box before checkout is for. You confirm two things: that you want your Evidence Pack supplied as soon as you have paid, and that you understand your right to cancel within 14 days ends once it is made available to you, on the order page or by email, whichever comes first. It does not end when you tick the box. We record that consent against your order.
If you do not tick it, we cannot take the payment. The pack is generated and sent within moments of payment, so there is no version of the purchase where delivery is held back for 14 days.
How to cancel, if your right has not ended
Your right to cancel ends when your Evidence Pack is made available to you, because you asked for it straight away and confirmed you understood that. If you have paid but it has not yet been made available, the right is still live and you can use it. Tell us within 14 days of the day you paid, by sending us a message. You can also use our model cancellation form, but you do not have to. Any clear statement that you want to cancel is enough.
We will refund you within 14 days of the day you tell us you are cancelling, to the card you paid with. The clock starts when you tell us, not when we reply. That is separate from how long your bank then takes to show the money, which is usually five to ten working days once we send it.
When we will refund you anyway
Beyond the cancellation right above, we also refund you in full, whether or not the law requires it, if:
- your Evidence Pack never arrived and we cannot deliver it
- the pack is corrupted, unreadable or incomplete
- the pack does not match the check you paid for
- you were charged more than once for the same check
- the figures in the pack are wrong because of a fault on our side
A refund is not available simply because the result was not the one you hoped for. The check reports what the local evidence shows, and a result saying a rent looks fair is a working product, not a faulty one.
Your statutory rights
Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If your Evidence Pack is not, you can ask us to correct it or send you a replacement. We must do that within a reasonable time and without significant inconvenience to you. If we cannot, or do not do it quickly enough, you may be entitled to a price reduction, which can be the full price you paid. Nothing in this policy limits those rights.
How to ask for a refund
Ask for a refund using our contact form. Give the email address you used at checkout and, if you have it, the reference printed on your pack. We aim to reply within two working days and, where a refund is due, to approve it within that time. Once approved, Stripe passes it to your card issuer or bank, which typically shows it on your statement within five to ten working days; that part is outside our control. Every time we commit to is listed in how quickly we respond.
If we cannot agree
Tell us and we will look at it again. You can also raise a dispute with your card issuer, or get free consumer guidance from Citizens Advice(opens in new tab).