Cancellation and Refund Policy

Cancellation by us.
We reserve the right to cancel an order if:

  • we have insufficient personnel to carry out your order;
  • our personnel do not work in your area;
  • or your order was listed at an incorrect price due to a typographical error.

If we do cancel the order we will notify you by email and we will either offer an alternative or re-credit to your account any sum deducted by us from your credit card as soon as possible. We will not be obliged to offer any additional compensation for disappointment suffered or for any other reason.

Cancellation by you.
You have the right to cancel an order providing it meets the following conditions:

  • Home Information Pack (HIP) orders are cancelled within 24 hours of placing the order. Once an order for a HIP has been placed, automated steps are immediately taken to place the necessary orders with our suppliers, to procure and produce a HIP as quickly and efficiently as possible.
  • Energy Performance Certificate (EPC) orders are cancelled 48 hours prior to the arranged appointment date or anytime if no appointment date has yet been set.

Refunds.
You are entitled to a refund under the following terms and conditions:

  • You have met the cancellation terms and conditions as stated on this site.
  • You have met the general terms and conditions as stated on this site.
  • You have not in any way abused the Property HIP Services Ltd web site or our services.
  • There are no outstanding complaints between you or your agent and Property HIP Services Ltd.
  • There is no outstanding payment on your behalf owed to Property HIP Services Ltd.

Refunds are subject to the following fees:

  • Home Information Packs - The full amount paid will be refunded, however, there will be a fee of £15 to cover our administration and the payment processing charges within the first 24 hours. After 24 hours of placing the order for a HIP, the payment is non-refundable as Property HIP Services Ltd will have already purchased the required documents for the HIP pack from its suppliers.
  • Energy Performance Certificates - The full amount paid will be refunded if cancelled more than 48 hours before the agreed appointment date, however, there will be a fee of £5 to cover our administration and the payment processing charges. If cancelling within 48 hours of the agreed appointment date, the payment will be non-refundable.