This Cancellation & Refund Policy applies to Home PDI, Property Inspection, Snagging, Re-inspection and related inspection services booked with UrbanEstates.
1. Booking Confirmation
A booking shall be treated as confirmed when:
- The required booking information has been received
- The inspection date/time has been agreed
- The applicable booking amount/advance has been received, where required
UrbanEstates may decline or reschedule a booking where the requested date/time is unavailable.
2. Cancellation by Client
The Client may request cancellation by contacting UrbanEstates through the official communication channel used for the booking.
The applicable refund, if any, shall depend upon:
- Time of cancellation
- Whether inspection preparation has commenced
- Whether the inspector has been allocated/reserved
- Whether the inspector has travelled to the property
- Whether the inspection has commenced
- Any disclosed third-party or non-refundable costs incurred for the booking
3. Cancellation More Than 48 Hours Before Inspection
Where the Client requests cancellation 48 hours or more before the scheduled inspection, the Client may be eligible for a refund of the advance after deduction of any non-refundable third-party expenses that were disclosed to the Client and are legally permissible.
Alternatively, the Client may request one rescheduling without a rescheduling fee, subject to availability.
4. Rescheduling 24–48 Hours Before Inspection
A rescheduling request made between 24 and 48 hours before the scheduled appointment may be accepted subject to availability. An administrative/rescheduling fee may apply where this was disclosed to the Client before booking.
5. Cancellation Less Than 24 Hours Before Inspection
For cancellations made less than 24 hours before the scheduled inspection, UrbanEstates may retain a reasonable portion of the advance to cover reserved professional time, preparation and costs already incurred, subject to applicable law. Any remaining refundable amount will be returned to the Client where applicable.
6. No-Show / No Access
If the inspector reaches the agreed location and cannot conduct the inspection because:
- The Client or authorized representative is unavailable
- Required keys/access are unavailable
- Building/society permission has not been obtained
- Electricity/water/access required for the agreed inspection is unavailable
- The property is inaccessible
- The Client is otherwise unable to provide reasonable access
the appointment may be treated as a no-show/no-access appointment after a reasonable waiting period. The Client may be required to pay a rebooking/rescheduling fee and reasonable travel or other disclosed costs.
7. Unsafe Property / Unsafe Conditions
If the inspector reasonably determines that the property or a particular area is unsafe, the inspector may refuse or discontinue the relevant inspection activity.
Where the entire inspection cannot reasonably proceed because of unsafe conditions, UrbanEstates may offer rescheduling, or a refund of the unperformed portion of the service, as appropriate and subject to applicable law and the circumstances of the booking.
8. Cancellation by UrbanEstates
If UrbanEstates cancels an appointment and cannot provide a mutually acceptable alternative appointment, the Client will be entitled to a refund of amounts paid for the unperformed portion of the service, subject to applicable law.
9. Force Majeure
Where an appointment cannot proceed because of circumstances beyond reasonable control, including severe weather, natural events, government restrictions, building restrictions, emergencies, utility failure or other circumstances preventing safe performance, UrbanEstates may reschedule the appointment without treating the situation as a Client cancellation.
10. Inspection Already Commenced
Once the inspection has commenced, the Service shall generally be treated as having been substantially performed to the extent actually completed. Accordingly, cancellation after commencement will not automatically entitle the Client to a full refund.
Where a refund is appropriate, it will be assessed based on the unperformed portion of the contracted Service and applicable law.
11. Final Report and Refunds
Where the inspection has been completed and the professional report has been prepared or substantially prepared, the fees attributable to the completed professional work will generally not be refundable, subject to applicable law.
12. Re-inspection
Re-inspection fees are separate from the original inspection fee unless explicitly included in the selected package. A re-inspection appointment may be cancelled or rescheduled under the same principles described in this Policy.
13. Refund Processing
Where a refund is approved:
- The refund will normally be processed through the original payment method where reasonably possible
- Processing time may depend upon the payment gateway, bank or financial institution
- Applicable legally permissible deductions may be made before processing the refund
- Third-party costs already incurred may be deducted where they were disclosed and legally permissible
14. Disputed Payments
If the Client believes that an amount has been incorrectly charged or withheld, the Client should contact UrbanEstates with Booking ID, Client name, payment details, inspection date and the reason for the dispute.
UrbanEstates will review the matter and communicate its decision within a reasonable period. This process does not restrict any mandatory consumer rights available under applicable law.
15. Policy and Applicable Law
This Policy shall be read together with the UrbanEstates Terms of Service and the specific booking confirmation issued to the Client. If there is any conflict between this Policy and a mandatory requirement of applicable law, the applicable law shall prevail.