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Refund and Cancellation Policy

How the 14-day cancellation right works for digital content, and when we refund you anyway.

The 14-day cancellation right

For most things bought online you have 14 days to change your mind. Digital content is different. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you ask for digital content to be delivered immediately and acknowledge that doing so ends your cancellation right, that right does not survive delivery.

That is what the tick box before checkout is for. You confirm two things: that you want your Evidence Pack sent as soon as you have paid, and that you accept this means you lose the right to cancel within 14 days. We record that consent against your order.

If you do not tick it, we cannot take the payment. The pack is generated and sent within moments of payment, so there is no version of the purchase where delivery is held back for 14 days.

How to cancel, if your right has not ended

Your right to cancel ends when we deliver your Evidence Pack, because you asked us to send it straight away and confirmed you understood that. If you have paid but we have not yet delivered, the right is still live and you can use it. Tell us within 14 days of the day you paid. Send us a message saying you want to cancel, or copy the wording below into an email or a letter. You do not have to use this form, and any clear statement will do.

Model cancellation form

To Daryl Summers trading as UpRently, 7 Hawthorn Close, Calne, Wiltshire, SN11 8GQ:

I hereby give notice that I cancel my contract of sale for the supply of the following digital content: the UpRently Evidence Pack.

Ordered on [date] / received on [date]

Name of consumer:

Address of consumer:

Signature of consumer (only if this form is notified on paper):

Date:

We will refund you within 14 days of the day you tell us you are cancelling, to the card you paid with. The clock starts when you tell us, not when we reply.

When we will refund you anyway

Beyond the cancellation right above, we also refund you in full, whether or not the law requires it, if:

  • your Evidence Pack never arrived and we cannot deliver it
  • the pack is corrupted, unreadable or incomplete
  • the pack does not match the check you paid for
  • you were charged more than once for the same check
  • the figures in the pack are wrong because of a fault on our side

A refund is not available simply because the result was not the one you hoped for. The check reports what the local evidence shows, and a result saying a rent looks fair is a working product, not a faulty one.

Your statutory rights

Under the Consumer Rights Act 2015 digital content must be of satisfactory quality, fit for purpose and as described. If it is not, you are entitled to a repair, a replacement or a refund. Nothing in this policy limits those rights.

How to ask for a refund

Ask for a refund using our contact form. Give the email address you used at checkout and, if you have it, the reference printed on your pack. We aim to reply within two working days. Approved refunds go back to your original payment method through Stripe and usually appear within five to ten working days. Every time we commit to is listed in how quickly we respond.

If we cannot agree

Tell us and we will look at it again. You can also raise a dispute with your card issuer, or get free consumer guidance from Citizens Advice(opens in new tab).

Last updated 6 September 2026