Cancellation and refund rights, set out plainly.

Orders placed online are distance contracts. You normally have 14 days from the day you place an order to cancel and receive a refund.

Preparing a report is a service carried out before that period ends, so the right can only be lifted if you ask us to start and confirm you understand the consequences.

If you expressly consent to us beginning preparation and acknowledge that the cancellation right ends, you cannot cancel that order once preparation has started.

We record your consent, with the date and time, against your assessment before any work begins.

If preparation has not started, you can still cancel within 14 days and we will refund the fee in full.

Fees for work already carried out are not refundable, because the service has been performed.

If a released report contains a material error or omission, we will correct and re-issue it at no charge.

Your statutory consumer rights in relation to a service that is not provided with reasonable care and skill are not affected.

A Site Visit & Detailed Assessment is quoted individually. Nothing is charged until a bespoke quotation has been confirmed and accepted, and geographic availability is checked first.

If we cannot attend your property, no fee is payable.

The £195 Post-Survey Cost Update follows the same rules. It is only accepted for the same property once your earlier report has been released and the scope has been reviewed.

Where a new survey shows substantial additional work, we agree the scope and price with you before accepting the order.

Email info@costbeforekeys.co.uk with your assessment reference and what you are asking for. We reply within two working days.

Approved refunds are returned to the original payment method. No VAT is charged on our fees, so no VAT appears on a refund.