Refund policy
This policy explains how cancellations and refunds work for services and digital products purchased from Move Smooth Ltd.
You can contact us at hello@move-smooth.co.uk.
Services and digital products
Move Smooth provides property-related services and digital products, including but not limited to:
- Property reports
- Buying consultations
- Property sourcing
- Offer advisory
- End-to-end buying advisory
- Trusted referrals and professional introductions
As these are services and digitally delivered products, there are no physical goods to return.
Property reports
Property reports are tailored to a specific property and prepared using property data, local market analysis, and relevant supporting information.
If you cancel before work has started, we will provide a full refund.
Once work has started on a property report, the report is treated as a tailored digital product. Refunds will not normally be available once the report has been prepared or delivered.
If work has started but the report has not yet been delivered, we may provide a partial refund at our discretion, taking into account the work already completed.
Consultations and advisory services
If you book a consultation or advisory service and need to cancel or rearrange, please contact us as soon as possible at hello@move-smooth.co.uk.
If you cancel before work has started or before the scheduled session takes place, we will usually offer either:
- A rearranged appointment
- A refund of the amount paid
If you cancel after preparatory work has started, we may deduct a reasonable amount to reflect the work already carried out.
If you do not attend a booked consultation without prior notice, we may treat the session as completed and no refund may be due.
Property sourcing
Property sourcing involves tailored search work, local market research, agent contact, direct outreach, and work based on your brief.
If you cancel before any work has started, we will provide a full refund of the upfront fee.
Once sourcing work has started, refunds will not normally be available in full. We may provide a partial refund at our discretion, taking into account the work already completed and any costs already incurred.
Where direct mail campaigns are arranged, agreed mailer costs are chargeable based on the number of properties contacted. Additional off-market direct mail campaigns are currently charged at £1.10 per property contacted, unless agreed otherwise in writing.
If a property sourced through Move Smooth results in a completed purchase, any agreed finder’s fee will be payable in accordance with the terms agreed before the sourcing work begins.
Trusted referrals and professional introductions
Where Move Smooth introduces you to third-party professionals, such as conveyancers, mortgage advisors, surveyors, or other relevant service providers, those professionals may have their own fees, terms, cancellation rules, and refund policies.
Move Smooth is not responsible for refunds, service issues, or contractual matters relating to third-party professionals once you choose to instruct them directly.
Cooling-off period
If you purchase a service online, by phone, or by email, you may have a legal right to cancel within 14 days.
If you ask us to start work during the 14-day cancellation period, you acknowledge that you may be charged for work already completed up to the point of cancellation.
For digital products or digitally delivered reports, where you request immediate preparation or delivery, you acknowledge that your cancellation rights may be affected once the report has been prepared or supplied.
When refunds may be offered
Refunds may be offered where:
- You cancel before work has started
- A service cannot be provided by Move Smooth
- A duplicate payment has been taken in error
- We agree, at our discretion, that a refund is appropriate
Refunds will not normally be offered where:
- A tailored report has already been prepared or delivered
- A consultation has already taken place
- Sourcing or advisory work has already started
- Direct mail or third-party costs have already been incurred
- You change your mind after receiving a digital product or completed service
How to request a cancellation or refund
To request a cancellation or refund, please contact:
Please include:
- Your name
- Your order number, if applicable
- The service purchased
- The reason for your request
We will review your request and respond as soon as reasonably possible.
Refund processing
Where a refund is approved, it will usually be made back to the original payment method.
Refunds may take several working days to appear in your account, depending on your payment provider.
Questions
If you have any questions about this policy, please contact: