Refund & Cancellation Policy
Last updated 1 August 2026
This policy applies to consultations, house plan purchases, materials orders and project deposits paid through the platform.
Consultations
- Cancel or reschedule at least 24 hours before the appointment for a full credit or refund of the consultation fee.
- Cancellations inside 24 hours, or non-attendance, are chargeable.
- If we cancel or cannot deliver a booked consultation, you receive a full refund or a rescheduled session at your choice.
House plans
- House plans are digital products delivered under licence. Once payment is confirmed and the plan pack has been released for download, the sale is final and non-refundable.
- Before release, an order may be cancelled for a full refund.
- If a delivered pack is corrupt, incomplete or does not match the plan you purchased, tell us and we will correct or replace it, or refund it if we cannot.
Materials orders
- A quotation may be declined at no cost before you accept it.
- After acceptance, deposits cover procurement commitments and may be non-refundable in whole or in part where goods have been ordered, produced or dispatched.
- Goods that are damaged, short-delivered or not as quoted must be reported on delivery or within 48 hours, and will be replaced, made good or credited.
Project engagements
- Mobilisation and design fees cover work already performed and are refundable only to the extent that the work has not been carried out.
- Termination and final-account treatment follow the signed engagement documents for that project.
How refunds are made
- Approved refunds are returned by the same method used for payment, to the payer, and are normally processed within 14 working days of approval.
- Every refund is recorded against the original payment reference.