CANCELLATION & REFUND POLICY
1. About this Policy
This Cancellation & Refund Policy explains how cancellations, rescheduling and refunds work for residential renewable-energy surveys booked with First Rate Surveys.
It applies to residential EV Charging Surveys, Solar PV Surveys, Battery Storage Surveys and combined residential renewable-energy surveys.
This Policy should be read together with the First-Rate Surveys Customer Terms & Conditions. Nothing in this Policy removes or limits any statutory consumer rights that apply to you.
2. Cancelling Your Booking
If you need to cancel your survey, please use the cancellation arrangements provided in your booking confirmation or contact First Rate Surveys using the details provided below.
Please provide your name, property address, appointment date and booking details where possible so that we can identify the booking quickly.
3. Statutory 14-Day Cancellation Right
Where you book a survey online as a consumer, you may have a statutory right to cancel the contract within 14 days after the contract is entered into.
This statutory right is subject to the conditions and exceptions set out in applicable consumer law.
If you cancel within a statutory cancellation period and a refund is due, we will provide the refund required by law.
4. Requesting the Survey to Start Before the 14-Day Period Ends
When booking online, you may expressly request that First Rate Surveys begins providing the survey service before the end of the applicable statutory cancellation period.
If you make this request and subsequently cancel before the service has been fully performed, you may be required to pay a proportionate amount for the service supplied up to the point of cancellation, where permitted by law.
If the survey service has been fully performed following your express request and the required acknowledgement, your statutory right to cancel the service contract may end in accordance with applicable law.
The relevant request and acknowledgement will be presented during the booking process.
5. Cancellation Before the Appointment
If you cancel before your appointment, we will deal with the cancellation in accordance with any applicable statutory rights and the cancellation terms displayed at the time of booking.
Where a refund is due, it will normally be made to the original payment method.
Where a customer cancels outside any applicable statutory right and outside the notice period stated during booking, any cancellation charge that was clearly disclosed at booking may apply.
6. Rescheduling Your Survey
If you need to change your appointment, please use the rescheduling option provided in your booking confirmation where available, or contact us.
We will make reasonable efforts to arrange a suitable alternative appointment.
A rescheduling request is not guaranteed until the alternative appointment has been confirmed.
Where a change is made because First Rate Surveys needs to reschedule the appointment, the customer will not be charged an additional booking fee as a result.
7. Same-Day or Late Cancellation
If you cancel or request to reschedule shortly before the appointment, the applicable cancellation terms displayed during the booking process will apply.
Where no separate late-cancellation charge has been displayed at the time of booking, we will not introduce a new charge retrospectively.
Statutory consumer rights are unaffected.
8. If We Need to Cancel or Reschedule
In circumstances where First Rate Surveys cannot attend the appointment, including circumstances outside our reasonable control, we will contact you as soon as reasonably practicable.
Where possible, we will offer an alternative appointment.
If we cannot provide the booked survey and an alternative appointment is not suitable or available, any refund due to the service not provided will be dealt with in accordance with applicable law.
9. Failed Access or Customer Unavailability
The customer is responsible for providing reasonable access to the property and relevant areas required for the survey.
If we attend the property but cannot reasonably carry out the survey because access has not been provided, the property or relevant area is unavailable, or the conditions are unsafe, we may be unable to complete the survey.
In these circumstances, we will discuss the available options with the customer. Any cancellation, rearrangement or refund will be considered in accordance with the booking terms, the circumstances and applicable law.
10. Refunds
Where a refund is due, we will normally return the relevant amount to the original payment method.
We will process refunds within the timeframe required by applicable law. The time taken for the money to appear in the customer's account may also depend on the payment provider or bank.
Where only part of the payment is refundable, we will explain the amount and basis of the refund where appropriate.
11. Survey Already Performed
Whereas the customer has expressly requested that the survey service begins during the applicable statutory cancellation period, the statutory rules concerning services that have started or have been fully performed will apply.
If the survey has been fully performed in accordance with the customer's express request and the required acknowledgement, the statutory right to cancel the service contract may have ended.
Once the survey service has been fully performed, First Rate Surveys does not provide refunds whereas a customer simply changes their mind or is dissatisfied with the proposed installation outcome, subject to any statutory rights or remedies that cannot legally be excluded.
This does not affect any other statutory rights the customer may have where the service was not provided in accordance with applicable law.
12. Services Not Provided as Agreed
If you believe that the survey service was not provided with reasonable care and skill or was not provided as agreed, please contact us promptly.
Depending on the circumstances, you may have statutory rights and remedies, which may include repeat performance or a price reduction where applicable.
Nothing in this Policy removes or restricts those rights.
13. How to Request a Cancellation, Rescheduling or Refund
Please contact:
First Rate Surveys
Email: Booking@firstratesurveys.co.uk
Telephone: 07794641041
When contacting us, please provide your name, property address, appointment date and booking reference if available.
14. Relationship with Customer Terms & Conditions
This Policy forms part of the information provided to customers in connection with the booking of a residential renewable-energy survey.
If there is any conflict between this Policy and a mandatory statutory consumer right, the statutory right will take precedence.
The First-Rate Surveys Customer Terms & Conditions contain the wider contractual terms applying to the survey service.
15. Changes to this Policy
We may update this Cancellation & Refund Policy from time to time to reflect changes to our services, booking process or applicable law.
The version applicable to your booking will be the version provided or made available at the time you entered into the contract, subject to any later changes required by law.