1.Your right to cancel (14 days)
If you are a consumer buying any service from us at a distance, including a property listing, you have 14 calendar days from the day after you place the order to change your mind and get a full refund, under the Consumer Contracts Regulations 2013. This applies whether or not the service has started, subject to the next section.
2.If you ask us to start within the 14 days
You can ask us to start a service before the 14 days are up, for example to publish your listing straight away. If you do, we will tell you in advance that starting early may mean you lose some or all of your right to cancel, and we will ask you to confirm you understand that before we proceed.
If the service is fully completed within the 14 days at your request, you lose the right to cancel it once it is done. If it is only partly completed and you then cancel, you pay a proportionate amount for what has actually been supplied, not the full fee.
3.Cancelling a booked appointment
For services that involve someone attending in person, such as gas safety, EICR, EPC, PAT testing, fire risk assessment, inventory, accompanied viewing or photography, the following applies once an appointment is booked.
More than 24 hours before the appointment: cancel free of charge. Within 24 hours of the appointment: we may charge up to 50% of the service fee, reflecting the cost we have already committed to, such as engineer time and travel. If the engineer has already attended and the appointment could not go ahead because of something on your side, such as no access or an unsafe property, the full fee applies.
If we cannot get access on the day, we will try to rebook once free of charge before any further charge applies.
4.Refunds
Where you are entitled to a refund, we will pay it within 14 days of your cancellation, to the payment method you used.
5.A tenant cancelling a viewing
If you have booked a viewing as a tenant and need to cancel, let us know as early as you can through the booking confirmation you received. There is no charge to a tenant for cancelling a viewing.
6.If Verv cancels or suspends your account
If we cancel or suspend a paid service or your account, we will tell you why and refund any fees you have paid for work not yet carried out, unless the reason was a breach of our Terms of Service on your part.
7.How to cancel
Email legal@verv.co.uk with your order or booking reference, or write to Habitae Limited, 24 Agamemnon Road, London NW6 1DY. Tell us what you are cancelling and when you ordered it. You do not need to give a reason.
This does not affect your other statutory rights.
