Cancellations & Refunds

Email info@upcuk.uk or call 0330 059 9992. Tell us your name, booking reference, property address and whether you want to cancel, reschedule or report a service problem. You do not need to provide a reason to use a statutory cancellation right.

If you are a consumer booking a service online or by phone, you normally have 14 days from the day after the contract is made to cancel without giving a reason. Tell us clearly by email, phone or post using the details below. You do not have to use a particular form.

If you want work to begin within that period, we need your express request before starting. If you then cancel after work has started, you may have to pay a proportionate amount for work properly supplied, where the legal conditions for that charge are met. The cancellation right ends after the service is fully performed only if you expressly requested the early start and acknowledged that consequence. Selecting a preferred appointment date alone does not waive these rights.

For a valid cancellation within the statutory period, we return the amount due without undue delay and normally within 14 days after being told of the cancellation. Where the law permits a proportionate charge for work you expressly asked us to start, we explain the calculation. We use the original payment method unless another method is expressly agreed, without a refund fee. Your bank or payment provider may need additional processing time before the credit appears.

For other cancellations, missed access or changes, the terms agreed before the booking apply alongside your legal rights. An undisclosed standard fee is not automatically deducted. If UPC cancels and cannot supply the agreed service, the payment for that unprovided service is refundable.

Send the booking reference and a description of the problem. We will investigate and explain the proposed remedy, including repeat performance or an appropriate price reduction where required. An inspection finding an unsafe installation or a low energy rating does not by itself make the inspection defective. Additional remedial work needs a separate agreement.

You may copy the following into an email or letter. Using it is optional.

To Urban Property Compliance Ltd: I/we give notice that I/we cancel the contract for the following service: [service]. Booking reference: [reference]. Contract date: [date]. Customer name: [name]. Property/address: [address]. Date of this notice: [date]. Signature: [only if sent on paper].

Urban Property Compliance Ltd (company number 17033672, registered in England and Wales). Registered office: G27, Unit 4, Triangle Centre, 399 Uxbridge Road, Southall, England, UB1 3EJ.

Email info@upcuk.uk or call 0330 059 9992.

Read our service terms or follow the complaints process. This policy does not limit statutory rights and does not retrospectively change terms for an earlier booking.