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Refund and Cancellation Policy

Last updated 10 September 2026

Valuation is a service delivered by people travelling to a property and preparing a signed professional report, so what is refundable depends on how far the work has progressed. This page sets that out plainly, stage by stage, so there are no arguments later.

Consultation and quotes are free

Asking us a question, describing your property and receiving a quote costs nothing and carries no obligation. You are free to compare our quote with others and to walk away. Nothing is payable until you confirm an engagement.

Cancelling before the site inspection

If you confirm an engagement and then cancel before our valuer has travelled to the property or begun substantive research, you receive a full refund of any advance paid. Simply tell us on WhatsApp, by phone or by email as soon as you know.

Cancelling after the site inspection

Once the valuer has visited the property, the significant cost of the engagement has been incurred, in travel, time and market research. If you cancel at this stage, we retain a reasonable amount reflecting the work already completed, and refund the balance. We will tell you the exact figure before processing it, with an explanation of what was done.

Cancelling after the draft report is issued

Once the draft report has been prepared and sent to you for review, the work is substantially complete. Fees at this stage are not refundable. You remain entitled to receive the final signed report.

If we cannot complete the work

Occasionally we find that we cannot properly complete a valuation, for example where access to the property cannot be arranged, where documents necessary for a defensible opinion are unavailable, or where the property falls outside the scope we can responsibly cover. In these cases we tell you promptly and refund everything you have paid, less any out of pocket costs already incurred with your knowledge.

Corrections are not chargeable

If the final report contains a factual or clerical error made by us, such as a misspelt name, a wrong survey number or an incorrect area figure, we correct and reissue it at no charge. Please raise it as soon as you notice. A revision requested because you would prefer a different valuation figure is not a correction, and we will not make it.

If a report is rejected

If an authority rejects our report because of an error or omission on our part, we will correct and reissue it at no charge. Where a report is rejected for reasons outside our control, such as a change in that authority's own requirements, a policy decision, or information the client did not disclose to us, the original fee stands, and we will quote separately for any additional work needed. Our Disclaimer explains why acceptance is always the receiving institution's decision.

How refunds are processed

• Refunds are made to the original payment method or bank account used
• We aim to process approved refunds within seven to ten working days
• Your bank may take additional days to credit the amount
• Bank charges or payment gateway fees already deducted by a third party are not recoverable by us
• Taxes already remitted to the government are refunded only to the extent the law permits

Promotional discounts

Discounts advertised on this website apply to a first valuation, cannot be exchanged for cash and cannot be combined with another offer. Where a discounted engagement is partially refunded, the refund is calculated on the amount actually paid.