Refund and cancellation information for an agreed property sourcing instruction.
This policy applies to the sourcing instruction described in the signed or electronically accepted Terms and Schedule. Mandatory statutory rights always take priority.
Where the Consumer Contracts Regulations apply to a distance or off-premises service contract, a consumer normally has 14 days from contract conclusion to cancel without giving a reason. The period may be extended if legally required information is not supplied. A clear statement is sufficient; the model form is optional.
FPB normally waits until the applicable cancellation period expires. An earlier start requires the consumer’s express request and the required information and acknowledgements. A lawful proportionate charge may apply for services actually supplied before cancellation where the requirements for that charge are met.
FPB stops affected work following cancellation and may retain only a lawful and fair proportionate amount for services actually supplied, assessed against the pre-agreed stage allocations. Work not supplied is not charged.
If one Qualifying Property Opportunity with agreed deliverables is not supplied within 90 calendar days from the agreed start, or a valid written extension, the upfront sourcing fee is refunded IN FULL. No deduction is made for unsuccessful search work, internal time or overhead.
A client decision not to purchase a genuinely Qualifying Property Opportunity does not by itself require a refund or another search. If evidence shows an Essential Criterion failed at presentation, that opportunity does not qualify.
Where the client does not respond or proceed within an agreed or reasonably notified timetable and a Qualifying Property Opportunity is lost, that loss does not by itself invalidate qualifying delivery. This does not prevent the client from withdrawing where material due diligence or professional advice gives reasonable grounds not to proceed.
Refunds follow the applicable deadline and method. Contractual refunds carry no administrative penalty. Complaints are handled under FPB’s Formal Complaints Procedure; a refund already due is not delayed by that process.