Refund Policy

Refund Policy

RVI HUG – Home Upgrade Consultancy

 

1. Overview

This Refund Policy applies to all services provided by RVI HUG, including:

• Online consultancy services

• Remote Home Upgrade Guides (HUGs)

• In-person property surveys and assessments

As our services involve professional time, analysis, and bespoke advice, refunds are limited once work has commenced.

 

2. Consumer Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.

Where you are purchasing as a consumer, you may have a 14-day cooling-off period for online purchases.

However, by requesting that we begin work within this period, you acknowledge that:

• The right to cancel may be reduced or lost

• You will be charged for work completed up to the point of cancellation

 

3. Online / Remote Services

3.1 Before Work Has Started

Work is deemed to have commenced upon booking, including preliminary review and allocation of professional time.

You may cancel for a full refund if:

• No work has commenced

• No analysis or preparation has been undertaken

 

3.2 After Work Has Started

Once work has begun, refunds are not automatic and will be assessed as follows:

• Initial analysis / onboarding completed → up to 50% of fee retained

• Substantive work underway → up to 75% of fee retained

• Report drafted or issued → no refund

This reflects the professional time and intellectual input already invested.

 

4. In-Person Services (Surveys & Site Visits)

4.1 Cancellation by Client

• More than 48 hours before appointment → full refund

• Within 48 hours → up to 50% fee retained

• Same-day cancellation or no access provided → 100% fee retained

 

4.2 After Site Visit Has Taken Place

Once a property visit has occurred:

• The service is considered substantially delivered

• No refund will be provided for the survey component

• Any remaining report element will be assessed in line with Section 3

 

5. Combined Services (Survey + Report)

Where services include both site visit and report:

• Survey fee becomes non-refundable once completed

• Report fee is refundable only if work has not commenced

 

6. Dissatisfaction with Service

If you are dissatisfied:

• You must notify us within 7 days of receiving your report or advice

• We will review the issue and may, at our discretion:

  • Provide clarification or revisions

  • Offer partial refund where appropriate

Refunds will not be issued where:

• Advice has been implemented or relied upon

• Dissatisfaction relates to outcomes outside our control (e.g. contractor performance, energy savings)

 

7. Non-Delivery or Cancellation by Us

If we are unable to deliver the service:

• A full or partial refund will be provided depending on work completed

• Alternatively, we may offer rescheduling

 

8. Exceptional Circumstances

We may consider partial refunds outside this policy in exceptional circumstances, at our sole discretion.

 

9. How to Request a Refund

All refund requests must be made in writing via our website or email, including:

• Your name and booking details

• Reason for request

• Supporting information where relevant

 

10. Processing of Refunds

Approved refunds will be processed within 7–14 working days to the original payment method.