Refund & Cancellations Policy
Last Updated: March 09, 2026
This Refund & Cancellations Policy explains how cancellations, rescheduling, refunds, and non-attendance charges apply to bookings made with Landlord Safety Experts.
1) Definitions
Company / We / Us: Landlord Safety Complaince Experts
Customer / You: The individual, landlord, agent, company, or organisation that books a service with us.
Services: Property safety inspections, certifications, assessments, and related reports, including but not limited to Gas Safety Certificates (CP12), EICR Certificates, EPCs, Fire Risk Assessments, PAT Testing, Assessments, and other compliance services within UK.
Booking: A confirmed appointment scheduled for an inspection, assessment, or certification service.
Working Day: Monday to Friday, Excluding UK public and bank holidays.
2) Bookings & Payment
A booking is considered confirmed once payment has been received, unless otherwise agreed in writing.
Where payment has not been received, the booking may remain provisional and can be cancelled or rescheduled at our discretion.
3) Cancellations by You
You may cancel your booking by contacting us via telephone or email using the details provided in Section 9.
To avoid any cancellation charges, bookings must be cancelled at least 24 hours (1 Day) before the scheduled appointment time.
Where a cancellation is made less than 24 hours (1 Day) before the appointment, an administration fee may be charged.
4) Rescheduling by You
You may request to reschedule your appointment by contacting us.
Rescheduling requests made less than 24 hours before the appointment may incur an administration charge.
All rescheduling requests are subject to appointment availability.
5) Missed Appointments, No Access & Non-Attendance
If our engineer or assessor attends the property but is unable to complete the booked service due to circumstances beyond our control, an attendance and/or administration fee may apply.
This may include, but is not limited to, situations where:
- Access to the property cannot be obtained.
- An incorrect or incomplete address has been provided.
- Required gas, electricity, or other utility services are unavailable.
- Access to the meter, equipment, or relevant inspection area is not provided.
- The tenant, agent, or other responsible person is unavailable as arranged.
- The inspection or assessment cannot proceed for reasons unrelated to the actions or conduct of our engineer or assessor.
6) Refunds
Where a refund is approved, it will be issued to the original payment method wherever possible. Processing times may vary depending on your bank or payment provider.
Refunds may be available where:
- You cancel in accordance with Section 3.
- We cancel the appointment and are unable to provide a suitable alternative appointment (see Section 7).
- A duplicate payment has been made in error.
Refunds are generally not available where:
- The service could not be completed due to non-attendance or lack of access as described in Section 5.
- Charges relate to attendance fees, administration costs, parking fees, congestion charges, or other expenses already incurred.
7) Cancellations or Changes by Us
We may sometimes need to reschedule or cancel appointments due to circumstances beyond our reasonable control, including engineer availability, emergency call-outs, severe weather conditions, or access-related issues. Where this occurs:
- We will contact you as soon as possible to arrange an alternative appointment.
- If a suitable alternative appointment cannot be agreed, you may request a refund of any payment made for the booking, excluding any non-refundable costs already incurred where applicable.
8) Remedial Works & Additional Charges
If any defects or compliance issues are identified during the inspection, any remedial works required will be charged separately and are not included in the original booking, unless otherwise agreed in writing.
Any quotation for remedial work is separate from the inspection or certification service, unless otherwise confirmed in writing.