Refunds and cancellations
These rules apply to reporting packs, tracking reviews, occupant pages and site walkthroughs. We do not sell goods by post other than a printed pack you asked for.
Eligibility
A full refund of fees paid is due if we have not started gathering (no checklist sent, no files opened, no travel booked) and you cancel in writing. After gathering starts, refunds are partial as set out below. Deposits are part of the fee, not a separate product.
Timeframe
Cancel by email to hello@utilityfieldcore.click. We confirm within three working days what has already been done. Refunds, when due, leave our account within 14 days of that confirmation.
Full or partial
If a draft has not been issued, we refund fees minus time already spent at the walkthrough day-rate equivalent and minus non-refundable rail or mileage already incurred. If a draft has been issued, the deposit is non-refundable; the remaining balance is not taken if you stop there, and you may keep the draft marked as draft. After the final pack is issued, fees are not refunded because the year has been written.
Non-refundable items
Printer’s charges for a posted pack once the file has gone to print. Pre-booked site travel cancelled inside two working days, unless we caused the cancellation. Time already spent matching serials on a walkthrough that you cut short.
Process and method
Write to hello@utilityfieldcore.click or telephone 07015748185. Refunds return to the same UK bank account or card that paid, unless that rail is closed, in which case we will ask for another account in the commissioning organisation’s name. We do not refund in cash at the Austonley desk.
Cancellation, rescheduling and no-shows
Walkthroughs can be moved once without charge if you give two working days’ notice and plant-room access remains possible. A no-show, or a locked cupboard after we have arrived, is billed as the booked half-day or day. Desk stages (draft and issue) can be paused; paused files older than six months may need a fresh quote if tariffs and occupancy have changed.
Work already started and materials
Opening your invoices, drawing first charts, or attending site counts as work started. We do not purchase meters or loggers on your behalf, so there is no equipment restocking. If you supplied printed plans, we post them back on request at your cost, or destroy them after the retention period in the privacy notice.
Exceptions
If we miss an agreed issue date by more than ten working days for reasons inside our control, you may cancel and receive a full refund of fees paid for that pack, less any posted printing already completed at your request. Weather that prevents a safe plant-room visit is not inside our control; we reschedule without a no-show charge.