It is our aim to ensure that our customers are always impressed by our services, but if you do wish to cancel the contract we have some terms in place, which we believe are fair to everyone involved.
As we aim to list properties on the market as quickly as possible, there are various costs associated with the work carried out within the first few hours of listing a property with us. This includes photographs, property descriptions and creating listings on major property portals.
This means that once a property is listed on the market, a refund cannot be issued unless it is requested within 48 hours of signing a contract with us. For the avoidance of doubt, if your property is listed on our website before you request a refund, all fees incurred will be payable upon request, with no refund provided.
If you have requested any additional marketing services such as videography or a premium property listing, you will still be required to pay any required fees for these services. This also applies to the cancellation of an appointment with us or a relevant third party. If reasonable notice is not provided ahead of an appointment cancellation, any fees incurred will be payable by you.
All refunds will comply with the Consumer Protection (Distance Selling) Regulations 2000, which state that the statutory cooling off period of 14 days does not apply if the service has already started at the customer's request.
If you decide to remove your property from the market once it is live on our website, to re-list the property there will be a charge. Although, in the event of a property sale falling through, due to a buyer cancelling or a mortgage issue, we will re-advertise your property for a small fee.
We reserve the right to terminate an agreement at any time, if any information provided is found to be false or misleading, or if a payment due is more than 14 days late.
If the terms of a cancellation are met as outlined above, a full refund will be provided within 28 working days. Any refund will be sent to the same means of payment used within the initial transaction unless this was expressly agreed at the commencement of the contract.
If you wish to cancel the contract you must inform us in writing by post or email. If you are unhappy about the level of service you received, please contact us and we will thoroughly investigate your complaint.