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Refund Policy

A legal disclaimer

Effective Date: 28 September 2025

This Refund & Cancellation Policy applies to all bookings for surveys made with London Damp Survey (“we / us / our”).
By booking a survey, you agree to the terms below.

 

1. General Principles

  • Our services are professional site-based inspections carried out at the customer’s address.

  • Once a survey has been completed, the service is considered fully delivered and is non-refundable.

  • We do not offer refunds for dissatisfaction with results or recommendations, as these are based on our professional findings.

 

2. Right to Cancel Before the Survey (Consumer Contracts Regulations)

Under UK law, when you book our services online or by phone you usually have a 14-day cooling-off period.
However:

  • If you ask us to carry out the survey within the cooling-off period, you agree that the service starts immediately and your right to cancel is limited.

  • If you cancel after we have started preparing for or travelling to the survey, we may deduct a reasonable administrative and call-out fee (typically 20–30% of the service price).

 

3. Late Cancellations & No-Shows

  • Cancellations made less than 48 hours before the scheduled survey time will incur a cancellation fee of 100% of the survey price.

  • If our surveyor arrives on-site and cannot gain access due to your fault (e.g. no one present, locked premises, unsafe conditions), this will be treated as a missed appointment and no refund will be issued.

  • Rescheduling within 48 hours of the appointment will be treated as a late cancellation and subject to the same 100% fee.

 

4. Refunds After Service Delivery

  • Once the survey has been performed and the report issued, no refunds will be provided, except where required by UK law (for example, if we have breached the contract by failing to provide the service with reasonable care and skill).

  • If a legitimate claim is made, our liability will be limited to the total fee paid for the specific survey in question.

 

5. How to Request a Refund or Cancellation

To cancel or request a refund, you must notify us in writing:

We will confirm receipt of your request and assess it under this policy.
Approved refunds will be processed using the original payment method within 14 days of approval.

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6. Exceptions

We are not obliged to provide a refund if:

  • You cancel after the survey has been conducted.

  • You disagree with our professional opinion or recommendations.

  • The issue persists due to factors beyond the scope of our survey (e.g. further building deterioration, contractor performance).

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7. Governing Law

This policy is governed by the laws of England and Wales, and any dispute will be handled by the courts of England and Wales.

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