Refund & Cancellation Policy

Exactum Limited – Refund and Cancellation Policy

Last updated: 19th December 2025

  1. The 14-Day "Cooling Off" Period

In accordance with the Consumer Contracts Regulations 2013, clients have the right to cancel their instruction within 14 days of the booking date without giving a reason.

  1. Express Request for Early Service

By booking an assessment (Desktop Report or Site Survey) and requesting an appointment date within this 14-day window, you expressly request that our services begin immediately.

  • If you cancel after we have started work (e.g., after desktop research has commenced but before the site visit), we reserve the right to retain a proportion of the fee to cover the work completed.
  • If the service is fully completed (e.g., the site visit has occurred or the report has been issued), the right to cancel is waived.
  1. Cancellation Fees (Site Surveys)

To manage our surveyors' schedules and prevent loss of earnings, the following fees apply to all Site Survey cancellations:

  • More than 48 hours' notice: Full refund, minus a £25 administration fee.
  • 24 to 48 hours' notice: 50% refund of the total fee.
  • Less than 24 hours' notice (or "No Show"): No refund is available.
  1. Cancellation Fees (Desktop Reports)
  • Before Research Begins: Full refund.
  • After Research/Drafting Begins: A partial refund may be issued at our discretion, minus a £40 fee to cover professional time.
  • After Report Delivery: No refunds are available for reports already issued.
  1. If Exactum Cancels

In the unlikely event that we cannot fulfil your instruction (e.g., due to surveyor illness or technical issues), we will offer you the choice of a full refund or a rescheduled date.

  1. How to Request a Refund

To cancel your order, please email info@exactum.co.uk (is this a live one?) with your order number and property address. Refunds are processed via the original payment method (Stripe) and typically appear in your account within 5-10 business days.