Last updated: 1 January 2025
At Slate & Ivy Realty Ltd, we are committed to delivering high-quality property services and to treating our clients fairly. This Refund Policy sets out the circumstances under which refunds may be provided for our services. Please read this policy carefully before instructing any service.
Given the professional nature of the services we provide — which involve the commitment of time, expertise, and resources — refunds are considered on a case-by-case basis in accordance with the terms set out below. Our goal is always to resolve any concerns fairly and in good faith.
If you cancel an instructed service before any work has commenced on your behalf, you are entitled to a full refund of any fee paid. To cancel, please contact us in writing at info@slateivyrealty.property as soon as possible. Refunds will be processed within 14 business days of written confirmation of cancellation.
Where a service has already commenced — meaning our team has undertaken substantive work on your instruction (including research, communication with third parties, report preparation, or consultations held) — refunds will be assessed on a pro-rata basis reflecting the proportion of work completed at the time of cancellation.
In such cases, we will provide a written breakdown of work completed and the corresponding fee. Any balance of fees paid in excess of the work undertaken will be refunded within 14 business days.
Services that have been fully delivered in accordance with the agreed scope are non-refundable. This includes services where the full deliverable has been provided (e.g., a completed Market Valuation Report, a concluded Relocation Consultation Call, or a completed Tenant Placement where a tenancy has been created).
For subscription-based services (such as the Landlord Support Subscription and Property Investment Newsletter Subscription), you may cancel at any time with 30 days' written notice. No refund will be issued for any subscription period already paid and commenced. Cancellation will take effect at the end of the current billing period.
If we fail to deliver a service in accordance with the agreed scope and terms, or if there is a material error or omission in the service delivered, we will make every effort to remedy the situation at no additional cost. Where a remedy is not possible or appropriate, we will consider a partial or full refund as applicable. Please notify us of any service concerns within 14 days of delivery.
We shall not be responsible for delays or failures to deliver services caused by circumstances beyond our reasonable control, including but not limited to: changes in market conditions, third-party delays, changes in law or regulation, or actions by counterparties in a transaction. In such circumstances, we will work with you to agree an appropriate course of action, which may include an extension of time or an adjustment to the service scope.
If you are a consumer (i.e., an individual acting outside of any business or professional capacity), you may have additional rights under the Consumer Rights Act 2015 and related legislation. Nothing in this Refund Policy is intended to limit or exclude any rights you have under applicable consumer protection law.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, where a service contract is entered into at a distance (e.g., online or by telephone), you may have a right to cancel within 14 days of entering into the contract. However, if you have requested that the service commences during this period, your right to cancel may be limited to reimbursement for undelivered services only.
To request a refund or raise a concern, please contact us in writing:
Please include your name, the service concerned, the date of instruction, and a description of your reason for requesting a refund. We will acknowledge your request within 5 business days and provide a full response within 14 business days.
We reserve the right to update this Refund Policy from time to time. The version published on our website at the time of your instruction will apply to that instruction.