Refund Policy

Cancellations, Refunds, and Service Non-Return
At Donington Myers, we provide professional, bespoke New Build Snagging Surveys, which are a service, not a physical product. Once a service is delivered (the inspection is performed and the report is issued), it cannot be "returned."
This policy outlines our procedures for cancellations, rescheduling, and refunds in relation to your booked service.
1. Service Delivery and No-Return Policy
The Snagging Survey involves a detailed, on-site inspection and the creation of a customised professional report.
* No Returns Accepted: As our core business is a time-bound, professional service, we do not accept returns once the service has been performed.
* Finality of Service: By confirming your booking, you acknowledge that the physical inspection and the resulting Snagging Report constitute the final product.
* Report Accuracy: We commit to preparing the Report using reasonable care and skill, adhering to industry best practices. Any disputes regarding the quality of the service should be directed to our formal complaints procedure (available upon request). Disagreement with the Report’s findings does not warrant a service return or full refund.
2. The £99 Holding Deposit
The £99 Holding Deposit is a non-refundable commitment fee that covers the administrative costs of booking, scheduling, and surveyor allocation.
* Non-Refundable Status: The £99 Holding Deposit is non-refundable in all circumstances where the client cancels or causes the inspection to be aborted (see Section 3).
* Deduction: This deposit is always deducted from your total final invoice.
3. Cancellations and Refunds
Refunds on the remaining balance depend on the notice period provided by the Client.
A. Client Cancellation (More than 48 hours notice):
The £99 Holding Deposit is retained (non-refundable), but the remaining balance paid will be fully refunded.
B. Client Cancellation (Less than 48 hours notice):
The £99 Holding Deposit is forfeited (non-refundable). A cancellation fee equivalent to 50% of the remaining balance will be charged, and the remaining 50% will be refunded.
C. Aborted Inspection (Client/Site Fault):
If the inspection is aborted on the day due to the Client’s failure to secure access, developer refusal, or unsafe site conditions, the £99 Holding Deposit is forfeited. A fee of up to 50% of the remaining balance may be charged to cover lost time and expenses.
D. Cancellation by Donington Myers (Unforeseen Circumstances):
If Donington Myers is forced to cancel at any time, the Client will be offered a choice between a full refund of the £99 Holding Deposit OR a rescheduled appointment date. The Client will also receive a full refund of any remaining balance paid.
4. Complaints Regarding the Service
If you believe the service provided (the inspection or the resulting Report) failed to meet the agreed standards, you must notify us in writing within 7 days of receiving the Report. We will investigate the matter promptly in accordance with our formal complaints procedure.