CANCELLATION POLICY

Clients may cancel or reschedule any booked visit (Property Checks, Pest Management, or Chimney Sweeping) by providing a minimum of 24 hours’ notice. Cancellations made with less than 24 hours’ notice may be charged in full.
 

For services booked online, by email, or by phone, clients have a 14‑day cooling‑off period under UK consumer law. However, by booking a visit within the cooling‑off period, the client agrees that:

• Work may begin before the cooling‑off period ends
• Once the service has been fully performed, the right to cancel is no longer available
• If the client cancels after work has begun, they may be charged for the portion of the service already completed

This ensures compliance with the Consumer Contracts Regulations 2013.
 

Cancellations must be made via one of the following:

• Email
• Phone
• Website contact form (if available)

The cancellation is considered received once the Service Provider confirms it. 

If a client cancels within the cooling‑off period and no work has begun, a full refund will be issued within 14 days. If a client cancels a prepaid visit with more than 24 hours’ notice, the visit may be refunded or rescheduled. Late cancellations or failed access may be non‑refundable. 

If the Service Provider must cancel or reschedule due to safety, access issues, weather conditions, illness, or operational reasons:

• The client will be notified promptly
• A new appointment will be offered
• If a suitable alternative cannot be arranged, any prepaid fees for that visit will be refunded

Bundles and prepaid packages:

• Are valid for 12 months
• Do not roll over
• Are non‑transferable
• Follow the same cancellation rules as individual visits

Unused visits cancelled within the cooling‑off period may be refunded if no service has been delivered. 

If the Service Provider attends the Property and cannot gain access due to missing keys, incorrect codes, or unavailable entry, the visit may be charged in full. 

 The Service Provider may waive cancellation fees at their discretion in cases of:

• Bereavement
• Medical emergencies
• Severe weather
• Safety concerns

This is assessed on a case‑by‑case basis.