RETURNS & REFUND POLICY
This Returns & Refund Policy explains the circumstances in which customers may cancel services, request a refund, or raise an issue regarding services provided by Swift Bridge Formation Limited.
Because Swift Bridge Formation Limited primarily provides property cost estimation and other professional services, rather than physical goods, traditional product returns generally do not apply. This policy therefore focuses on service cancellations, refunds, service corrections, and digital deliverables.
This policy is intended to operate alongside our Terms & Conditions and Privacy Policy.
Where UK consumer law gives you rights that are more favourable than the terms of this policy, those statutory rights will continue to apply. UK consumer service contracts can include rights to repeat performance or a price reduction where a service does not conform to the contract, and those rights cannot simply be removed by contract wording.
1. Scope of This Policy
This Returns & Refund Policy applies to services purchased or requested from Swift Bridge Formation Limited, including:
- Residential Property Cost Estimation
- Commercial Property Cost Estimation
- Construction Cost Estimation
- Renovation Cost Estimation
- Material Cost Estimation
- Labor Cost Estimation
- Quantity Takeoff
- Property Investment Cost Analysis
- Construction Budget Analysis
- Project Cost Analysis
- Other property and construction estimation services
This policy applies whether the service is purchased directly through our website, requested by email, arranged by telephone, or agreed through another communication method.
2. Nature of Our Services
Our services are primarily professional and digital services.
Depending on the package or service requested, we may prepare:
- Property cost estimates
- Construction cost estimates
- Material cost estimates
- Labor cost estimates
- Quantity takeoffs
- Renovation estimates
- Project cost breakdowns
- Budget summaries
- Other agreed project documents or reports
These deliverables are generally provided electronically.
Because our services involve work being performed specifically for an individual property or construction project, cancellation and refund arrangements may depend on whether work has already started and how much of the service has been completed.
3. Consumer Cancellation Rights
If you are a UK consumer entering into a qualifying distance contract for services, you may generally have a 14-day cancellation period beginning when the service contract is entered into.
You do not normally need to provide a reason for exercising a statutory cancellation right.
However, there are important rules concerning services that begin during the 14-day cancellation period.
If you expressly request that we begin providing the service before the 14-day cancellation period has expired, you may be required to pay an amount proportionate to the service supplied up to the point at which you cancel.
If the service is fully performed during the cancellation period following the required express request and acknowledgement, the statutory cancellation right may end once the service has been fully performed.
4. Requesting Cancellation
If you wish to cancel a service, please contact us as soon as possible.
You can request cancellation by contacting:
Email:
support@swiftbridgeformationlimited.uk
Phone:
+44 (0) 20 1234 5678
Your cancellation request should preferably include:
- Your full name
- Email address
- Order or project reference, if available
- Date of purchase or service request
- Service or package purchased
- Reason for cancellation, if you wish to provide one
You do not necessarily need to provide a reason where you are exercising a statutory cancellation right.
5. Cancellation Before Work Begins
If you cancel before we have started work on your project, we will review the request and determine whether you are entitled to a refund under the applicable contract and consumer law.
Where no work has begun and a refund is due, we will normally refund the applicable amount paid.
Certain arrangements may involve third-party costs or other amounts already properly incurred, where legally recoverable and where the applicable contract clearly provides for them.
6. Cancellation After Work Has Started
If you request cancellation after work has begun, the amount refundable may depend on:
- The amount of work already completed
- The stage of the estimation process
- Whether documents or reports have already been prepared
- Whether project-specific research or analysis has been carried out
- Whether third-party costs have been incurred
- Whether you requested the service to begin during a statutory cancellation period
- The terms agreed when the service was purchased
Where a consumer has expressly requested early performance during the statutory cancellation period, UK regulations provide for payment proportionate to the service supplied up to cancellation, subject to the applicable legal requirements.
We will not use this policy to remove or restrict statutory consumer rights.
7. Services Already Fully Completed
Where a service has been fully completed, cancellation and refund rights may be affected by the circumstances in which the service was purchased and performed.
For example, where a consumer expressly requested that a service begin during the 14-day cancellation period and acknowledged that the cancellation right would be lost once the service was fully performed, the statutory cancellation right may end when the service is fully performed.
This does not remove any separate statutory rights relating to services that do not conform to the contract.
8. Refunds Where Our Service Does Not Meet the Contract
We aim to provide our services in accordance with the agreed scope and with reasonable care and skill.
Under the Consumer Rights Act 2015, consumers have remedies where a service does not conform to the contract. Depending on the circumstances, these can include repeat performance or an appropriate price reduction.
If you believe that the service provided does not meet the agreed requirements, please contact us and explain the issue.
We may first seek to correct the problem or provide repeat performance where appropriate and legally available.
9. Corrections and Repeat Performance
Where an issue with the service can reasonably be corrected, we may offer to:
- Review the original estimate
- Correct an error
- Clarify an item
- Recalculate an affected section
- Amend the report
- Provide repeat performance where legally applicable
Where the Consumer Rights Act applies and repeat performance is required, it must generally be provided within a reasonable time and without significant inconvenience to the consumer.
10. Price Reductions and Refunds
Where a statutory price reduction applies, the reduction must be appropriate to the circumstances.
Depending on the circumstances, this may result in:
- A partial refund
- A reduction in the service price
- A full refund where appropriate
UK law provides that a refund arising from the statutory price-reduction remedy must be made without undue delay and, in the relevant circumstances, no later than 14 days after the trader agrees that the consumer is entitled to the refund.
11. Refund Processing
Where we agree that you are entitled to a refund, we will normally process the refund using the same payment method used for the original transaction unless another method has been expressly agreed.
Where a statutory refund applies, UK law generally requires the refund to be made using the same means of payment unless the consumer expressly agrees otherwise.
We will not normally charge an administration fee for a refund that is required by applicable consumer law.
12. Refund Processing Time
Once a refund has been approved, we will process it within the applicable legal timeframe.
For statutory refunds under the Consumer Rights Act’s price-reduction provisions, the legislation provides for payment without undue delay and, in the relevant circumstances, within 14 days after the trader agrees that the consumer is entitled to the refund.
The time taken for the money to appear in your account may also depend on your bank, card provider, payment processor, or other financial institution.
13. No Automatic Refund for Change of Mind After Work Has Been Completed
A request for a refund does not automatically mean that the full amount paid will be refunded.
Where work has already been performed, the applicable refund may depend on:
- The contract
- The stage of completion
- The amount of service already supplied
- Applicable statutory cancellation rights
- Applicable consumer remedies
- Whether the service was delivered as agreed
We will assess each cancellation or refund request in accordance with the applicable terms and law.
14. Property Estimates and Changes in Actual Construction Costs
Our property cost estimation services are estimates based on the information available at the time of preparation.
Actual construction costs may differ because of factors including:
- Changes in material prices
- Changes in labor costs
- Supplier pricing
- Contractor pricing
- Property conditions
- Design changes
- Changes in project scope
- Site conditions
- Availability of materials
- Local market conditions
- Changes requested by the customer
- Unexpected construction requirements
A difference between an estimate and the eventual cost of construction does not, by itself, mean that the service was defective or that a refund is automatically due.
However, if you believe that an estimate contains an error or does not conform to the agreed scope, please contact us so that we can review the matter.
15. Incorrect or Incomplete Information Provided by the Customer
The accuracy of a property cost estimate can depend significantly on the information supplied by the customer.
If an estimate is affected because the customer provided:
- Incorrect dimensions
- Incorrect property information
- Incomplete drawings
- Outdated plans
- Incorrect material specifications
- Incorrect project requirements
- Incomplete renovation information
- Incorrect location information
- Other materially inaccurate information
we may need to review the circumstances before determining whether a refund, correction, or revised estimate is appropriate.
Where additional work is required because the original project information was materially incomplete or changed, additional charges may apply if agreed with the customer before the additional work is carried out.
16. Customer-Requested Changes
If you request substantial changes after work has begun, the change may require additional work.
Examples include:
- Changing the property size
- Changing the project type
- Adding additional buildings
- Adding renovation work
- Requesting a new quantity takeoff
- Changing material specifications
- Expanding a residential estimate into a commercial estimate
- Requesting additional reports
We will communicate any additional requirements or charges before carrying out substantial additional work where reasonably practicable.
17. Duplicate Payments
If you accidentally make the same payment more than once, please contact us.
After verifying the duplicate payment, we will review the transaction and, where appropriate, refund the duplicate amount.
18. Failed or Unsuccessful Payments
If a payment fails, is reversed, or is otherwise unsuccessful, the requested service may not begin until valid payment has been received, unless we have agreed otherwise.
If you believe you were charged despite a failed transaction, please contact us with the relevant payment details so that we can investigate.
19. Chargebacks and Payment Disputes
If you believe that a payment was made incorrectly or that you are entitled to a refund, we encourage you to contact us first so that we can investigate and attempt to resolve the matter.
This does not affect any statutory rights you may have.
We may provide relevant transaction, service, communication, and delivery records to a payment provider where reasonably necessary to respond to a payment dispute.
20. Non-Refundable Costs
We will not describe a payment as “non-refundable” where doing so would remove a statutory consumer right.
Where a particular cost cannot be refunded under the applicable contract, the basis for that treatment should be communicated to the customer before the customer becomes bound by the contract, where required.
Consumer cancellation and refund rights cannot simply be removed through an unfair contract term. GOV.UK guidance notes that businesses cannot rely on unfair terms to prevent consumers exercising their legal rights.
21. Physical Documents
Our services are normally delivered electronically, so there is generally no physical product to return.
If a physical document is supplied, any applicable return arrangements will be communicated to the customer where required.
Where a physical item is defective or otherwise subject to statutory return or refund rights, those rights will apply in accordance with applicable law.
22. Digital Reports and Documents
Our reports and estimates may be supplied electronically.
If you receive a digital report that you believe:
- Is incomplete
- Contains a material error
- Does not match the agreed scope
- Cannot reasonably be accessed
- Contains another significant issue
please contact us promptly.
We may ask for details of the issue so that we can investigate and, where appropriate, correct or replace the affected document.
23. Refunds Due to Service Errors
If we identify that an error in our work materially affects the agreed service, we may, depending on the circumstances:
- Correct the affected information;
- Re-perform the affected part of the service;
- Provide an amended report;
- Provide an appropriate partial refund; or
- Provide another remedy required by applicable law.
The appropriate remedy will depend on the nature and extent of the issue.
24. Refunds Are Not Guaranteed for Every Complaint
Submitting a complaint does not automatically create an entitlement to a refund.
We will review:
- What service was purchased
- What was agreed
- What information was provided
- What work was performed
- What issue has been identified
- Whether the issue can be corrected
- Whether statutory consumer rights apply
- Any other relevant circumstances
We will then determine the appropriate response in accordance with the applicable contract and law.
25. Business Customers
If you purchase our services in the course of business or for commercial purposes, different contractual terms may apply than those applicable to individual consumers.
For business-to-business services, the refund and cancellation arrangements may be governed primarily by the agreed quotation, proposal, order, service agreement, or Terms & Conditions.
Nothing in this section is intended to remove any rights that cannot lawfully be excluded.
26. Consumer Rights Are Not Excluded
Nothing in this Returns & Refund Policy is intended to exclude, restrict, or override any legal right that cannot lawfully be excluded or restricted.
In particular, applicable consumer protections concerning the quality, performance, cancellation, repeat performance, price reduction, or refund of services continue to apply.
The Consumer Rights Act 2015 provides statutory protections for consumer service contracts, including requirements concerning reasonable care and skill and remedies where services do not conform to the contract.
27. How to Request a Refund
To request a refund, please email:
support@swiftbridgeformationlimited.uk
Please include:
Subject: Refund Request
Full Name:
[Your Name]
Email Address:
[Your Email]
Order/Project Reference:
[Reference Number]
Service Purchased:
[Service Name]
Date of Purchase:
[Date]
Reason for Request:
[Brief explanation]
Requested Resolution:
[Refund / Correction / Other]
We may request additional information reasonably necessary to investigate the request.
28. Refund Review Process
After receiving your request, we may:
- Confirm receipt of your request.
- Review the relevant order or service agreement.
- Review the work already completed.
- Review the information supplied by you.
- Determine whether the request falls under a statutory cancellation or refund right.
- Determine whether the service can be corrected or repeated.
- Confirm whether a full or partial refund is appropriate.
- Notify you of the outcome.
Where further information is required, we may contact you before making a final decision.
29. Complaints
If you are dissatisfied with our service, we encourage you to contact us before requesting a refund where the issue may be capable of being corrected.
We will review complaints fairly and consider whether:
- The service was provided as agreed
- The service requires correction
- Additional information is needed
- Repeat performance is appropriate
- A partial refund is appropriate
- A full refund is appropriate
- Another solution is available
Making a complaint does not affect any statutory rights you may have.
30. Refunds and Third-Party Payment Providers
If you paid through a third-party payment provider, refund processing may be subject to the provider’s processing times and technical procedures.
Once we have initiated an approved refund, the time required for the funds to appear in your account may depend on:
- Your bank
- Card issuer
- Payment provider
- Payment network
- Other financial institution
31. Currency and Exchange Rates
Where a payment has been made in a currency different from the currency in which the refund is processed, the amount appearing in your account may be affected by exchange rates or charges imposed by your bank, card issuer, or payment provider.
Where a statutory refund is required, we will comply with the applicable legal requirements.
32. Fraudulent or Unauthorised Transactions
If you believe a payment was made without your authorisation, please contact us immediately.
You should also contact your bank or card provider where appropriate.
We may investigate the transaction and request information necessary to determine whether the transaction was authorised.
33. Abuse of Refund or Cancellation Procedures
We reserve the right to investigate suspected fraudulent or abusive refund requests.
Examples may include:
- False claims that a service was not delivered
- Deliberately providing misleading information
- Repeatedly requesting refunds after receiving and using completed services
- Unauthorised use of another person’s payment method
- Other fraudulent activity
This does not affect legitimate statutory consumer rights.
34. Refunds Following Cancellation of a Service
Where you validly cancel a service and a refund is due, we will calculate the amount in accordance with:
- The applicable contract
- The stage of service completion
- Any applicable statutory cancellation rights
- Any proportionate amount legally payable for work already performed
- Any other applicable legal requirements
For qualifying distance contracts, UK rules generally provide a 14-day cancellation period for services, subject to the rules governing early performance and services that are fully performed during that period.
35. No Return of Digital Services
Because a property cost estimate is a professional service rather than a physical product, customers do not normally “return” the service.
Where an issue exists with the service, the appropriate remedy may instead be:
- Correction
- Repeat performance
- Partial refund
- Full refund
- Another remedy required by applicable law
36. Changes to This Returns & Refund Policy
We may update this Returns & Refund Policy from time to time to reflect:
- Changes to our services
- Changes to payment methods
- Changes to our refund procedures
- Changes to applicable law
- Changes to our business operations
- Changes to our contractual arrangements
The latest version will be published on this website with the updated “Last Updated” date.
37. Contact Information
If you have questions about this Returns & Refund Policy, wish to request a cancellation, or want to make a refund request, please contact us:
Swift Bridge Formation Limited
Office:
71–75 Shelton Street, Covent Garden
London WC2H 9JQ
United Kingdom
Phone:
+44 (0) 20 1234 5678