Cancellation & Refund Policy

Clear, fair, and transparent - no hidden conditions

🛡️ Our Promise

We understand that plans change. That's why we offer a fair cancellation policy that protects both you and our business.

  • Full refund if you cancel with sufficient notice
  • Flexible rescheduling options
  • No administration fees for changes
  • Money-back guarantee if we fail to deliver

⚖️ Legal Compliance

This policy complies with:

  • UK Consumer Rights Act 2015
  • Consumer Contracts Regulations 2013
  • Distance Selling Regulations
  • Stripe's requirements for service providers

Last updated: December 2024 | Version 1.0

Cancellation Timeline & Refund Eligibility

📅

7+ Days Before Inspection 100% REFUND

If you cancel your booking 7 or more calendar days before your scheduled inspection, you will receive a full refund of your deposit (50% of the total fee). No questions asked, no administration fees deducted.

Example: If your inspection is scheduled for Friday 20th, you can cancel by Friday 13th (or earlier) for a full refund.
📅

3-7 Days Before Inspection 50% REFUND

If you cancel between 3 and 7 calendar days before your inspection, you will receive a 50% refund of your deposit. The remaining 50% covers costs we incur in preparation for your inspection.

Alternative: You can reschedule to a new date within 30 days at no additional cost instead of cancelling.
📅

Less Than 3 Days Before Inspection NO REFUND

Cancellations made less than 72 hours before the scheduled inspection are not eligible for a refund. However, you may:

  • Reschedule once within 30 days (subject to availability)
  • Transfer the booking to another property or person
✓

After Inspection - Satisfaction Guarantee CASE BY CASE

If you are not satisfied with our service, please contact us within 7 days of receiving your report. We will:

  • Review your concerns thoroughly
  • Address any issues with the report quality
  • Offer a partial or full refund if we fail to deliver the agreed service

How to Cancel or Reschedule

1

Contact Us

Email us at bookings@eagleeyesnagging.co.uk or call +44 1329 123456. Please include your booking reference number and preferred action (cancel or reschedule).

2

Confirmation

We will confirm receipt of your request within 24 hours (during business days). For cancellations, we'll calculate your refund amount based on the timeline above.

3

Refund Processing

Refunds are processed to your original payment method within 5-10 business days. You will receive an email confirmation when the refund is issued. Stripe processing times may vary.

🔄 Rescheduling Policy

We understand that completion dates and schedules can change. You can reschedule your inspection:

  • Anytime before the inspection: No fee, subject to availability
  • Within 30 days: Of your original date at the same price
  • Beyond 30 days: May be subject to price changes if our rates have increased

To reschedule, contact us with at least 48 hours notice where possible.

👥 If We Need to Cancel

In the unlikely event we must cancel your inspection (e.g., inspector illness, severe weather):

  • We will contact you as soon as possible
  • We will offer alternative dates that suit you
  • If we cannot reschedule to your satisfaction, you will receive a full refund
  • We will compensate you for any reasonable direct costs incurred due to our cancellation

⚠️ Non-Refundable Circumstances

Refunds are not available in the following circumstances:

  • No-show on the scheduled inspection date without prior notice
  • Access denied to the property at the scheduled time
  • Property not ready for inspection (no utilities, incomplete construction)
  • Change of mind after the inspection has been completed

In these cases, we may offer rescheduling at our discretion.

Frequently Asked Questions

Can I transfer my booking to someone else?

Yes, you can transfer your booking to another person or for a different property, provided you notify us at least 48 hours before the inspection. The new booking must be for the same service tier or you can pay the difference.

What if the developer delays my completion date?

This is a common situation. Contact us as soon as you know about the delay and we will reschedule your inspection at no extra cost. We recommend not booking your inspection until you have a firm completion date within 2 weeks.

How long do refunds take to process?

We process refund requests within 2 business days. The time for funds to appear in your account depends on your payment method and bank. Stripe refunds typically take 5-10 business days. Bank transfers may take 3-5 business days.

What if I'm unhappy with the inspection quality?

Contact us within 7 days of receiving your report. We take quality seriously and will review your concerns. If we agree the service fell short of our standards, we will offer a partial or full refund, or a complimentary re-inspection.