Cancellation and Refund Policy

If you buy as a consumer at a distance, you normally have 14 days from the day after the contract is made to cancel without giving a reason. This policy explains the lawful exceptions for digital content and associated preparation services. It does not replace rights under the Consumer Contracts Regulations 2013 or Consumer Rights Act 2015.

The personalised nature of a report does not by itself remove all cancellation rights. We do not rely on the exemption for bespoke physical goods to refuse cancellation of a digital report.

I expressly consent to supply of my digital report before the end of the 14-day cancellation period and acknowledge that I lose my change-of-mind cancellation right when supply of that digital content begins. I also expressly request that the associated preparation service starts during that period and acknowledge that my right to cancel that service ends only when it is fully performed. If I cancel the service earlier, a proportionate charge for work actually supplied may apply. My statutory rights for faulty or misdescribed content or services are unaffected.

This instruction is presented as a separate, unticked acknowledgement before payment. Your acceptance, the wording version and the time are recorded, and confirmation is provided in a form you can save. If you do not wish to request early supply, do not complete this immediate-supply checkout; contact us before ordering to discuss deferred supply.

For digital content supplied without a physical medium, the cancellation right ends when supply begins only if you first expressly consented to early supply, acknowledged loss of that right and received the required confirmation. For this product, we treat supply as beginning when the completed report is made available through your secure workspace and we notify you. Payment or preparation alone is not treated as that event.

For any associated service, you may cancel during the cancellation period before it is fully performed. If you expressly requested early performance and the required information was given, we may charge only a proportionate amount for the service actually supplied up to cancellation. We will explain and evidence any deduction; it is not automatically the whole price. On full performance following your express request and acknowledgement, the service cancellation right ends.

Once the relevant right has lawfully ended, simply reading the report, deciding it is no longer needed, disliking its estimate, changing your plans, or obtaining a different opinion does not create a change-of-mind refund entitlement. We will still consider whether there is a fault, misdescription or other statutory ground. If we did not meet the legal requirements for loss of the cancellation right, we will honour the rights that remain.

Digital content must meet applicable requirements, including satisfactory quality, fitness for a particular purpose where the law requires it, and correspondence with its description. Services must be performed with reasonable care and skill. Depending on the issue, your remedies may include repair or replacement, repeat performance, a price reduction or refund. A refund may be the full amount where legally due.

Contact us if a paid report does not arrive, cannot be accessed, contains a material processing error or differs from the service described. We will investigate and provide the remedy required by law without charging you to exercise that right. A difference between a properly explained estimate and a negotiated or professionally assessed premium is not, by itself, proof of a defect.

Duplicate charges and payments accepted for orders we cannot supply will be investigated and refunded where due. You do not have to waive card, payment-provider, court or statutory rights to use our complaints process. We may request reasonable evidence to locate the order, but not your password or full payment-card details.

Send a clear cancellation statement to enquiries@leaseholderguide.com or Castle Surveyors Limited, 2 Southwood Close, Walkford, Christchurch, BH23 5RW. Include the order reference, ordering email and which reports you wish to cancel. A statement sent before the applicable deadline is sufficient; you do not need to use our example form or wait for a reply. Each separately purchased report in a multi-property order is considered individually.

Where a statutory cancellation refund is due, we will make it without undue delay and within 14 days of being informed of the cancellation, subject to any lawful proportionate service deduction. Other refunds follow the statutory deadline applicable to that remedy. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Your payment provider may take additional processing time.

Example cancellation notice: To Castle Surveyors Limited, enquiries@leaseholderguide.com, 2 Southwood Close, Walkford, Christchurch, BH23 5RW. I give notice that I cancel my contract for the following report(s): [description/reference]. Ordered on: [date]. Consumer name: [name]. Consumer address: [address]. Date: [date]. Signature: [only if sent on paper].