Survey Cancellation Policy

  • If you cancel a fully-paid  booking more than 72 hours (3 days) before the survey you can claim a full refund (you must send us your bank details for this purpose). 
  • If you cancel your fully-paid survey less than 72 hours prior to your survey there will be a £100 cancellation fee deducted from any refund. However, if you rebook your survey for a different date in the same season, £50 of this fee will be credited against your new booking.
  • If you cancel your survey within 24 hours of the survey there will be a cancellation fee of the greater of £100 or 50% of your survey fee.
  • If you cancel a survey part paid by a Retrofit West voucher, we will invoice you for the cancellation fees as itemised above having deducted your booking payment.
  •  Refunds are currently processed on Wednesdays and we aim to make payments within 7 to 10 days.