Refund, Cancellation and Scope-Limitation Policy

1. Core Principle

Building Pathology Diagnostics (“BPD”) provides professional diagnostic services, not guaranteed outcomes. Fees reflect professional time, travel, site attendance, inspection, technical analysis, evidence review, reporting, advice and related correspondence.

2. No Automatic Refund After Professional Work Has Started

Refunds are not automatic where BPD has already undertaken professional work, including:

• pre-inspection consultation;
• document review;
• travel;
• site attendance;
• inspection;
• photography;
• readings or measurements;
• room scanning or measured observations;
• technical analysis;
• advice;
• written findings;
• report writing;
• client correspondence.

3. Reasonable Retained Fee for Work Already Undertaken

Where BPD has commenced professional work, BPD may retain a reasonable fee for work already undertaken.

Where an inspection is prevented, restricted or curtailed by third-party refusal, access issues, absence of consent, unsafe conditions or client-side/third-party limitations, BPD may retain a reasonable fee for the work already undertaken and consider a partial refund of any undelivered element where appropriate.

4. Statutory Rights Preserved

Nothing in this policy affects a client's statutory rights.

Where BPD has failed to provide the agreed service with reasonable care and skill, BPD will consider the appropriate remedy. This may include clarification, correction, repeat performance, addendum, partial fee reduction or refund where legally required.

5. Third-Party Access and Consent Limitations

Where BPD is prevented from completing part of an investigation because of factors outside BPD's control, this does not automatically entitle the client to a full refund.

Examples include:

• vendor refusal;
• freeholder refusal;
• managing-agent refusal;
• lack of access;
• unsafe conditions;
• absence of written consent for intrusive works;
• third-party failure to arrange access;
• estate-agent failure to communicate inspection requirements;
• client-side changes in scope;
• hidden or inaccessible areas.

6. Intrusive Works

BPD will not undertake intrusive works unless appropriate consent is in place.

Where the property is owned or controlled by a third party, written consent may be required before lifting, opening-up, sampling, removal or disturbance of finishes.

If consent is refused or withdrawn, BPD will record the limitation and proceed only within lawful and professional limits.

7. Late Evidence

Evidence provided after instruction, attendance or reporting has started will be treated as supplementary evidence.

Late evidence may require:

• addendum;
• revised analysis;
• further attendance;
• revised scope;
• additional fee;
• revised timescale.

Late evidence does not automatically invalidate professional time already delivered.

8. Cancellations Before Attendance

Cancellations made with more than 24 hours' notice may be cancelled without fee unless otherwise agreed.

Cancellations made within 24 hours of attendance may incur a cancellation fee.

If BPD attends and access is unavailable, or the inspection cannot proceed because required consent has not been obtained, BPD may charge for attendance and time incurred.

9. Refund Processing Timescale

Where BPD agrees a refund or partial refund, BPD will normally process the refund within 14 calendar days of:

1. the refund being confirmed in writing by BPD; and
2. receipt of the necessary refund details; or
3. confirmation that the payment can be returned to the original payment method.

Where a refund period falls over a weekend or bank holiday period, processing may commence on the next working day.

10. Payment and Report Release

Unless otherwise agreed in writing, payment is due on completion of site attendance and before release of the written report.

11. Complaints

Where a client is dissatisfied, BPD will review the matter through its complaints and scope-review process. See our Complaints Procedure for full details.

BPD will consider:

• agreed scope;
• professional work already delivered;
• evidence available at instruction;
• evidence provided late;
• site limitations;
• third-party access/consent restrictions;
• whether the service was provided with reasonable care and skill.

12. Goodwill Resolution

BPD may, at its discretion, offer a goodwill resolution without admission of liability.

A goodwill refund or partial refund does not automatically mean that BPD accepts professional failure, breach of duty, or failure to provide reasonable care and skill.