We understand that plans change. This policy explains how to cancel or reschedule an instruction, your cancellation rights, and how any refund of fees is handled. Because we provide professional services rather than goods, there is nothing to return — our policy deals with the fees for work done.
Cancelling an instruction
You may cancel an instruction at any time by contacting us in writing at info@ekron.co.uk. If we have not yet started the work, there is nothing to pay unless a non-refundable booking fee was agreed. If we have already begun, you are responsible for the fees for the work carried out up to the point of cancellation, together with any costs we have committed to on your behalf.
Your right to cancel as a consumer
If you are a consumer and you instructed us at a distance or away from our premises (for example by phone, email or during a site visit), you have the right to cancel within 14 days under the Consumer Contracts Regulations 2013, without giving a reason. If you asked us to begin work within that 14-day period and then cancel, you must pay for the work reasonably done up to the point you told us you wished to cancel. If the work has been completed within the 14 days at your request, the right to cancel no longer applies.
Business clients
Where you instruct us in the course of a business, the cancellation terms in your engagement apply, and the statutory consumer right above does not.
Rescheduling appointments
If you need to move a booked inspection or meeting, please give us as much notice as you can and we will do our best to accommodate you at no charge. An appointment cancelled or missed at very short notice may incur a charge to cover the time and travel reserved for it; we will always tell you in advance if that is the case.
Refunds
Where you have paid a fee or deposit and a refund is due — for example because work was cancelled before it was carried out — we will refund the amount owing, less the value of any work already done and any committed costs. Refunds are made to the original payment method, normally within 14 days of agreeing the amount.
If something has gone wrong
If you are seeking a refund because you are dissatisfied with our work, please raise it with us first through our complaints procedure, set out in our Terms & Conditions. We would always rather understand and put right a concern than lose your confidence.
Contact us
Ekron
Bramber Court, 2 Bramber Road, London W14 9PW
info@ekron.co.uk · 020 3951 1032
Company No. 14880489 · Regulated by RICS