Refund Policy

1.1 Ending the contract because of something we have done or intend to do. If you are ending a contract for a reason set out at clauses 1.1(a) to 1.1(e) below, the contract will end immediately and we will not refund you in full for any products that have not been provided. The reasons are:

• We have informed you about an upcoming change to our products or these terms which you do not agree to (see clause 5.2 of the Terms);
• We have informed you about an error in the price or description of the products you have ordered, and you do not wish to proceed;
• There is a risk that supply of our products may be significantly delayed due to events outside our control;
• We have suspended supply of the products for technical reasons, or notified you that we are going to suspend them for technical reasons, in each case for a period exceeding two weeks; or
• You have a legal right to end the contract because of something we have done wrong.

1.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products purchased online, you have a legal right to change your mind within 14 days. These rights, under the Consumer Contracts Regulations 2013, are explained in greater detail in these terms.

1.3 When you do not have the right to change your mind.

• You do not have a right to change your mind once we have commenced or completed the processing, preparation, or guidance service you ordered, even if the cancellation period is still running. This includes where we have started retrieving documents, preparing forms, or providing advisory guidance under a Conveyancing Pack.

1.4 How long do I have to change my mind? Where you have purchased services, you have 14 days after the day we email you to confirm we accept your order. However, once we have commenced or completed the services, you cannot change your mind, even if the period is still running. If you cancel after we have started, you must pay us for the services provided up to the point you inform us that you have changed your mind.

1.5 Ending the contract where we are not at fault and there is no right to change your mind.

• Even if we are not at fault and you do not have a right to change your mind (see clause 8 of the Terms), you can still end the contract before it is completed, but you may be required to pay us compensation.
• The contract for services is completed when we have finished providing the services and you have paid for them.
• If you wish to end a contract before it is completed where we are not at fault, please contact us to let us know. The contract will end immediately, and we will refund any sums paid by you for services not provided, but we may deduct reasonable compensation for the costs incurred in processing your order, including any administrative time and third-party fees already paid.

2.1 We are under a legal obligation to supply products that conform to this contract. See below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.

2.2 The Consumer Rights Act 2015 says:

• You can ask us to repeat or rectify a service if it is not carried out with reasonable care and skill, or obtain some money back if we cannot rectify it;
• If you have not agreed a price beforehand, what you are asked to pay must be reasonable; and
• If you have not agreed a time beforehand, the service must be carried out within a reasonable time.

2.3 Nothing in this Policy affects your statutory rights.

3.1 Tell us you want to end the contract. To end the contract with us, please let us know by contacting our customer service team via any of the methods listed at https://onlinelandregistry.org/contact or, where you are exercising your right to change your mind, by using the Model Cancellation Form set out in the Schedule to this Policy. Please provide your name, home address, details of the order and, where available, your phone number and email address.

3.2 How we will refund you. We will refund you the price you paid for the products including any delivery costs, using the same payment method you used for the original purchase. However, we may make deductions from the price, as described below.

3.3 Deductions from refunds. If you are exercising your right to change your mind, we may deduct from any refund an amount for the supply of the service for the period during which it was supplied, ending at the time you informed us you had changed your mind. The amount will be proportionate to what has been supplied, in comparison with the full scope of the contract. Where termination arises through any other means (including where you have breached the Terms), please be aware that no refunds will be issued.

• 3.3.1 The document fee (£7.00 per document) is refundable; however, the search fee (£10.00 including VAT per document) is non-refundable, including where no registrations or matching documents are found.
• 3.3.2 Online Land Registry will not refund SMS, postage fees, or fees for the Super-Fast Track and Fast Track service we offer.
• 3.3.3 Once a Conveyancing Pack has been started or any form work has commenced, refunds are not available, as this constitutes performance of the service.

3.4 When your refund will be made. Refunds will be processed as soon as possible. An administrative fee may be deducted to cover time and processing costs before the balance is credited.

3.5 Duplicate orders. If duplicate orders are placed within 1.5 hours of each other and you contact us within that same 1.5-hour window, you may be eligible for a partial refund. Requests made outside this timeframe are not eligible.