Cancellation and refund policy

Cancelling or moving a booking

Email info@crescentsurveys.co.uk or ring us. Give us at least 24 hours’ notice before the start of your booked slot and there is no charge: your £30 deposit is refunded in full, or carried over if you would rather pick a new date.

Less than 24 hours’ notice

If you cancel with less than 24 hours’ notice, the £30 deposit is retained to cover the visit we have set aside for you. You can still rebook; a new deposit is payable.

No access on the day

If the assessor arrives in the booked slot and cannot get in, or cannot reach the rooms and equipment needed to complete the assessment, the visit counts as a cancellation with less than 24 hours’ notice and the £30 deposit is retained. Where a partial assessment has been possible we will tell you what is still needed and agree a return visit and its cost.

If we cancel

Occasionally illness or severe weather means we have to move a booking. We will tell you as early as we can and offer the next available slots. If none suit you, the deposit is refunded in full.

Refund timing

Deposit refunds are made to the card used to pay, through Stripe, within five working days of the cancellation. Your bank may take a few further days to show it.

Consumer cancellation rights

If you booked online or by phone as a consumer you also have a 14-day right to cancel under the Consumer Contracts Regulations 2013. See clause 6 of our terms and conditions for how that interacts with a visit that has already taken place.

After the certificate is lodged

Once the balance has been paid and the certificate has been lodged on the national register the service is complete and no refund is available. If you believe the certificate contains a factual error, tell us within 14 days and we will review and, where appropriate, correct and re-lodge it at no charge.