Cancellation, Pauses and Refunds

1. How to submit a request

Send requests to pause the service, change your package, end the service or enquire about a refund in writing to [email protected]. Include your full name, property address, contract reference if available, the requested change and the date from which you request it. We will confirm receipt and clearly state when the change takes effect, the last agreed visit and the status of any future charges.

2. Pausing the service and changing packages

A pause or package change does not take effect automatically when you send a message. We agree it in writing before the next billing period, in accordance with the contract, availability and agreed visit schedule. For an ordinary request, we recommend at least 30 days’ notice. If an unscheduled visit or another separately requested action is needed during a pause, it may be agreed and charged separately with the owner’s prior approval.

With prior written agreement, you may take one pause in each 12-month period, lasting between 30 and 183 days. No regular visits take place during an agreed pause. For a prepaid annual service, the service end date and remaining planned visits are shifted by the actual duration of the pause. We confirm the pause and resumption dates in writing.

3. Ordinary termination of the agreed service

The service may be cancelled in accordance with the notice period and procedure stated in the individual contract. Visits already carried out, appointments already agreed and separately approved additional services are billed under the contract and according to the service actually provided. We will not send an unannounced invoice for a new action; if an additional visit, waiting for a contractor, travel or other extra time is needed before the service ends, we first seek written approval where required by the contract.

When future renewals are cancelled in the ordinary course, the already-paid monthly period is completed and is not refunded solely because of that request. Subsequent renewals are stopped. This does not restrict statutory withdrawal rights, complaints or refunds where there is a legal basis for them.

4. Annual payment and unused visits

An annual OwnerCare package is paid in advance for the agreed period and number of planned visits stated in the contract. The package includes the promotional “12 months for the price of 10” model; this is not transferable monetary value or an automatic entitlement to a refund for every visit the owner did not request or which could not be carried out because the property was unavailable. If the contract ends early, we assess each case under the contract, visits performed, specific costs and mandatory consumer rights.

5. Right of withdrawal

A consumer entering into a distance or off-premises contract generally has the right, subject to the conditions prescribed by law, to withdraw from the contract within 14 days without giving a reason. Before entering into the contract, the consumer receives the required information, contract confirmation on a durable medium and a withdrawal form. To exercise the right, it is sufficient to send an unequivocal statement before the deadline; use of the form is not mandatory.

6. Starting the service during the withdrawal period

If you want the service to start before the withdrawal period expires, we will request your separate, clear confirmation. In that case, you may be required to pay a proportionate amount for the service actually provided before withdrawal, where the legal conditions are met. Loss of the right of withdrawal following full performance of the service applies only if all legal conditions are satisfied and you have previously received the required notice and given the necessary express consent.

7. Refunds and repayment method

Where there is a right to a refund, we make it without undue delay and no later than the statutory deadline, normally using the same payment method as the original payment, unless we agree otherwise without creating an additional cost for you. A refund request unrelated to withdrawal is assessed under the contract, services actually provided and mandatory legislation. These rules do not exclude or restrict consumer rights that cannot be excluded by contract.

8. Property access when the service ends

When the service ends, we arrange the return of keys, devices or other items supplied for access. The handover record, contact person and return deadline are kept in the operational file. If the owner wants a third party to collect a key, their written instruction or another pre-agreed method of confirming authorisation is required.

9. Further questions and complaints

If you are dissatisfied with the response concerning cancellation, a pause or a refund, you may submit a written complaint. For personal data processed in connection with the contract, see the Privacy Policy.