Cancellation & Refund Policy

Fair, Clear &
Straightforward

This policy explains when a consultation or agreed service can be cancelled, when a refund may be available, and how approved refunds are handled. The aim is to keep cancellation arrangements clear before any service begins.

Business

THE OAKPLACE MANAGED
THE OAKPLACE GROUP SERVICES LTD

Company Number

15997383

consult@theoakplacemanaged.net

Telephone

+44 1908 540551

Cancellation requests are handled according to the stage of the booking or service. A request to cancel should always be made as soon as possible. The time at which the cancellation request is received is used when deciding whether the booking qualifies for a refund under this policy.

What This Policy Covers

This policy applies to consultation bookings and agreed property-management services arranged with THE OAKPLACE MANAGED. It covers cancellations made by the client, changes requested before a service takes place, and refunds that are approved under the applicable cancellation terms.

If a separate written service agreement contains a specific cancellation or refund arrangement for a particular service, that agreed arrangement will apply to that service where it clearly differs from this general policy.

When a Client Can Cancel

A client can request cancellation at any time before the agreed consultation or service begins. However, whether a refund is available depends on how much notice is given and whether work has already started.

Cancellation requests should be sent by email or through another official communication channel used to confirm the booking. Requests made through informal or unverified channels may not be treated as received until they can be reasonably identified and matched to the booking.

Before work starts Cancellation may qualify for a refund depending on the booking stage and notice provided.

After work starts Refund availability may be limited because work may already have been carried out.

After completion A completed service normally cannot be cancelled retrospectively.

When a Cancellation May Qualify for a Refund

A cancellation may qualify for a full refund where the request is received before work has started and there has been enough time for the booking to be released without work having been carried out.

For consultation bookings, a cancellation received at least 24 hours before the confirmed consultation time will normally be eligible for a full refund where a payment has already been received and no agreed work has started.

A refund may also be considered where THE OAKPLACE MANAGED is unable to provide the confirmed consultation or service and no suitable alternative arrangement is agreed with the client.

Where a service has not yet started but a client has supplied notice of cancellation sufficiently early for the booking to be released and no service work has been carried out, the unused amount will normally be returned in accordance with this policy.

Early cancellation is the simplest route to a refund.

If you know that an appointment or service is no longer needed, please contact us as soon as possible rather than waiting until the scheduled time.

When a Cancellation Is Not Refundable

A cancellation does not automatically create a right to a refund. The following situations are normally not refundable because the booking, preparation or service work may already have created time or work commitments.

The client cancels less than 24 hours before the confirmed consultation time.
The client does not attend, is unavailable, or cannot provide the agreed access or information at the scheduled time without giving reasonable notice.
The consultation has already taken place, even if the client later decides not to proceed with further services.
Work on an agreed service has already started and the amount paid relates to work that has already been completed.
A requested service has already been prepared specifically for the client’s requirements and the agreed preparation work cannot reasonably be reused.
The client has approved a specific service scope and asks to cancel after work has been completed in accordance with that scope.
The cancellation is requested after the agreed service has been fully delivered.
The client has already received a completed document, report, inspection record, checklist or other agreed service output and subsequently decides that the service is no longer wanted.
The cancellation is based only on a change of preference after the agreed service has already been provided.
The client provides incomplete or materially incorrect information and the resulting delay or additional work makes the original arrangement impractical.

Important

Where work has already been completed, any refund assessment will take account of the part of the service already delivered. An unused balance may be considered where appropriate, but completed work is not treated as unused simply because the client later chooses to stop the service.

Cancellation Timing and Refund Levels

The following general timing structure applies where no separate cancellation arrangement has been agreed in writing.

Cancellation Notice	Service Status	General Refund Position
4 or more days before	No agreed work has started.	100% refund of the eligible amount.
3 days before	No agreed work has started.	80% refund of the eligible amount.
2 days before	No agreed work has started.	60% refund of the eligible amount.
1 day before	No agreed work has started.	40% refund of the eligible amount.
Less than 24 hours	Appointment is close to the scheduled time.	No refund normally available.
After service starts	Work has already been carried out.	Refund is limited to any genuinely unused amount, where applicable.
After completion	Service has been delivered.	No cancellation refund normally available.

These percentages apply to the eligible amount paid for the affected booking or service. They do not create a refund for work that has already been completed or separately agreed non-refundable preparation.

How Refunds Are Processed

Once a cancellation has been reviewed and a refund has been approved, we will confirm the refund amount and the relevant arrangement with the client.

Refunds are normally returned using the same payment route used for the original payment where that route allows a return. Where a different arrangement is necessary, the alternative method will be discussed with the client before the refund is processed.

We do not process online payments directly through this website. Payment information and refund arrangements are confirmed through our official communication channels after the service requirements have been reviewed.

Refunds are processed within 5 working days.

Once the refund has been approved, THE OAKPLACE MANAGED will process it within 5 working days. The time taken for the funds to appear in the customer’s account may then depend on the relevant bank or payment service.

When the Refund Should Reach the Customer

Our processing period and the time required for the refunded amount to appear in an account are separate stages.

Within 2 working days We aim to review a complete cancellation request and confirm whether it qualifies under this policy.

Within 5 working days Once approved, the refund will normally be processed within 5 working days.

Usually within 3–7 working days after processing The refunded amount will normally appear in the customer’s account within this period, although the exact timing depends on the relevant bank or payment service.

Up to 15 working days in unusual cases If a bank or payment service takes longer than its usual processing period, the customer should allow up to 15 working days from the refund processing date before requesting a further check.

If a refund has been confirmed but has not appeared after 15 working days from the processing date, please contact us so that the transaction details can be checked.

Changing a Booking Instead of Cancelling

Where practical, a client may ask to move a confirmed consultation to another available time instead of cancelling it. A change is not guaranteed and depends on the availability of a suitable alternative appointment.

Requests to change an appointment should normally be made at least 24 hours before the original appointment time. Requests received later may not be possible to accommodate.

If a new appointment is agreed, the original booking will be treated as changed rather than cancelled. If the new arrangement cannot be provided, the applicable cancellation and refund terms will be considered.

Disclaimer and Reasonable Limitations

Clear Arrangements, Subject to Practical Circumstances

We will handle cancellation and refund requests reasonably and according to the information available at the time. However, the exact timing of a booking, service or refund may be affected by circumstances outside our direct control.

We are not responsible for delays caused by banks, payment services, communication networks, third-party contractors, unavailable property access, incomplete information, or other circumstances that we could not reasonably control.

Where a consultation or service cannot proceed because required information, access or cooperation has not been provided, the resulting cancellation or refund will be assessed according to the stage reached and the work already carried out.

A refund under this policy does not automatically mean that future bookings will be accepted on the same terms. Each new booking is subject to its own service requirements and confirmation.

Nothing in this policy is intended to remove or restrict any responsibility or right that cannot lawfully be excluded or restricted.

Cancellation and Refund Enquiries

If you need to cancel a consultation, request a refund, or check the status of an approved refund, please contact us as soon as possible. Please include enough information for us to identify the relevant booking.

Email consult@theoakplacemanaged.net

Telephone +44 1908 540551

We aim to acknowledge cancellation and refund enquiries within 2 working days. Where additional information is required, the review period may begin from the date the necessary information is received.

This policy may be updated when the business’s service or cancellation arrangements change. Any revised version becomes effective when published on this page.