Cancellation, Refunds & Complaints

Your right to cancel (consumers). If you are a consumer and arranged the service at a distance or away from our premises — online, by email or by telephone — you have the right to cancel within 14 days of the day the contract was made, without giving a reason. Tell us clearly within the 14 days by emailing bookings@addexproperties.com, or use the cancellation form in our Customer Terms.

If you ask us to start within the 14 days. Please tell us expressly — this is often necessary where a visit is booked soon. If you then cancel after we have started but before the service is finished, you pay for what we have already done, in proportion to the full service. If the service has been fully carried out within the 14 days at your express request, and you acknowledged you would lose the right to cancel once it was complete, the right no longer applies.

Outside the 14-day right. These charges reflect the time we set aside and the travel we commit to.

To reschedule or cancel, contact bookings@addexproperties.com as early as you can. We will always try to be flexible where circumstances are genuinely outside your control.

Wasted and abortive visits. A visit is treated as carried out, and is chargeable, where we attend but cannot gain access or complete it for reasons outside our control — for example keys that do not work, no one attending to admit us, or an occupier refusing entry. This is separate from cancelling in advance.

Recurring plans. If you are on a recurring plan, such as Vacant Property Care or Property Health Monitoring™, either of us may end it on 30 days’ written notice taking effect at the end of a billing period. Fees already paid for a period that has begun are not refundable, except where we are at fault.

You are entitled to a refund where:

• you cancel within the consumer 14-day right and we have not yet (at your express request) carried out the service;
• you have paid for a service we have not provided and are not going to provide;
• we cancel a service and cannot offer a suitable alternative; or
• we have not provided the service with reasonable care and skill, or as agreed.

We make refunds using the same payment method you used, unless you agree otherwise. Where you cancel under the consumer 14-day right, we refund within 14 days of being told, less any amount properly payable for a service already provided at your request. For other refunds, we aim to process within 14 days of agreeing a refund is due. Refund queries: accounts@addexproperties.com.

A refund is not usually due where:

• the service has been fully carried out, at your request, within the 14-day period and you acknowledged you would lose the right to cancel;
• a visit was wasted or abortive for reasons outside our control;
• you cancelled at short notice and a charge applies under the scale above; or
• fees were for a recurring period that had already begun, except where we are at fault.

Nothing here removes your legal right to a refund where the service was not carried out properly.

We aim to give every client a professional, transparent service. If something has not met that standard we want to know, so we can put it right. We treat every complaint seriously, fairly and without any disadvantage to you.

Contact complaints@addexproperties.com, or write to Addex Properties Ltd, Suite RA01, 195-197 Wood Street, London, E17 3NU, United Kingdom. To help us look into it quickly, please include:

• your name and the property concerned;
• your Service Order reference, if you have one;
• what happened and when; and
• what you would like us to do to put it right.

If we cannot meet a timescale — for example because a matter is complex — we will tell you why and give you a new date.

Route 1 — complaints about our service. Addex Properties Ltd is a member of the Property Redress Scheme (membership number PRS054249). If you have received our final response and remain dissatisfied, or if eight weeks have passed since you first complained without resolution, you can refer your complaint to the Scheme — theprs.co.uk. Referral details and time limits are on their website.

Member
PRS054249

Route 2 — complaints about your personal data. Please raise it first with us at privacy@addexproperties.com. If you are still unhappy, you can complain to the Information Commissioner’s Office — ico.org.uk or 0303 123 1113.