Cancellation and Refund Policy

Applies to consumer clients. This policy explains how cancellations, refunds, and rescheduling work for services purchased from Architect Designs LTD (Company No. 15900040) (“Architect Designs”, “we”, “us”).

Company address: 102 Ternata Drive, Monmouth, Wales, NP25 5UY. Contact: legal@architectdesigns.co.uk.

1. Key definitions

• Consumer: an individual acting for purposes wholly or mainly outside their trade, business, craft, or profession.
• Milestones: staged services we provide, typically Survey/Measured Survey, Concept Design, Developed Design, Planning Submission (as agent), and Technical Pack.
• Service start: when the Survey/Measured Survey appointment begins, or earlier if we begin preparatory work by agreement.
• Working day: Monday to Friday, excluding bank holidays in England and Wales.

2. How to cancel or reschedule

To cancel or reschedule, email legal@architectdesigns.co.uk as early as possible and include:

• your full name and property address;
• your scheduled survey date/time (if applicable);
• the milestone(s) you are cancelling or rescheduling; and
• any relevant project reference (if known).

3. Distance purchase cancellation (14-day period)

If you purchase services online or by phone, you typically have a 14-day cancellation period from the day your contract is formed.

If you ask us to start services within the 14-day period (for example, booking a survey within 14 days), you acknowledge that:

• if you cancel after work has started, you may need to pay for work completed up to the cancellation date and any costs we have already committed on your behalf; and
• if the services are fully performed within the 14-day period at your request, your right to cancel may be lost once performance is complete.

4. Survey / Measured Survey cancellations

Survey appointments are time-critical and require scheduling and resourcing. Our survey cancellation rules are:

• More than 24 hours before the appointment start time: you may cancel or reschedule. If you cancel, we will refund 100% of the survey amount, unless we have incurred non-recoverable third-party costs specifically for your booking (we will evidence these in writing if they apply).
• Within 24 hours of the appointment start time: you will receive a 50% refund of the survey amount.
• No access / no-show: if we (or our surveyor) attend and cannot gain access (including if nobody is present, access is refused, keys are not available, or safety prevents entry), the survey amount is non-refundable (0% refund).

5. Cancellations after work has started (milestone services)

Once a milestone has started, refunds depend on work completed and costs committed. This approach is designed to be fair and proportionate.

5.1 If a milestone has not started

If you cancel a milestone that has not started and we have not incurred costs for it, we will refund the amount you paid for that milestone.

If we have already incurred non-recoverable costs for that milestone (for example, subcontractor booking costs), we may deduct those costs from the refund and will explain the deduction in writing.

5.2 If a milestone has started

If you cancel after a milestone has started, you may be charged for:

• work completed up to the cancellation date (including time spent and deliverables produced); and
• any non-recoverable third-party costs committed on your behalf (for example, specialist work already commissioned).

Any remaining amount paid for that milestone (after fair deductions) will be refunded. We will confirm the calculation in writing.

5.3 Third-party fees and disbursements

Some fees are paid to third parties and may be non-refundable, for example:

• local authority planning fees (paid to the council);
• subcontractor costs already committed (for example, structural calculations or technical pack work once commissioned).

6. Pausing a project (client-requested pause or non-responsiveness)

If you ask to pause your project, or if progress cannot continue due to missing information, approvals, or non-responsiveness:

• work completed and costs already incurred are not refundable;
• we will pause the project rather than treating it as abandoned; and
• any remaining milestones not yet started remain on hold until you instruct us to resume and any required payments are made.

6.1 Resuming after pricing changes

If you resume work 30 days or more after a pause and our prices have increased, an additional charge may apply to reflect the price increase for the remaining, not-yet-started milestone(s). This uplift will not apply to a survey you have already paid for and completed.

If you have not yet reached a particular milestone (for example, Architectural Design), you may be asked to pay the difference between what you previously paid (if anything) and the current price for that milestone before we resume. We will confirm any uplift in writing before proceeding.

7. Stage payments and suspension for non-payment

We use staged milestone payments. Certain milestones must be paid in advance of the scheduled start of that milestone. Where structural calculations are scheduled, payment is due no later than 5 working days before the scheduled start of that service. If payment is not received by the due date:

• the relevant service will be suspended until payment is received; and
• any delivery timelines may move accordingly.

8. Refund method and timing

• Refunds are issued to the original payment method where possible.
• We aim to process approved refunds within 10 working days of confirming the refund amount in writing. Banking timelines may vary by provider.
• If we need additional information to process a refund (for example, bank details for a transfer), we will request it by email.

9. Exceptions and fairness

We may consider exceptional circumstances on a case-by-case basis (for example, serious illness or emergencies), but we do not guarantee exceptions. Any goodwill adjustment is discretionary and will be confirmed in writing.

10. Questions and complaints

Questions about this policy or requests to cancel/refund: legal@architectdesigns.co.uk.

If you wish to make a complaint, contact your architect first for escalation and a case ID. If you do not receive a response within 15 working days, email escalations@architectdesigns.co.uk with your case ID as the subject line.