This policy applies to digital survey files bought on surway.co.uk from North Home Design Ltd trading as Surway. It does not affect your statutory rights.
Cancelling before your files are released
Existing survey data is released to your account immediately after payment. By placing the order you ask us to deliver the files straight away and acknowledge that, once they are released, the 14-day right to cancel no longer applies. If the files are faulty, incomplete or not as described, email info@surway.co.uk with your order number within 14 days and we will correct them or refund you. A requested survey can be cancelled for a full refund at any time before the site visit.
Once files are released
Under the Consumer Contracts Regulations 2013 the 14-day right to cancel does not apply to digital content once supply has begun with your express consent and acknowledgement that you lose the right to cancel. By ticking the consent box at checkout you give that consent, so once your files have been released to your account the order cannot be cancelled and no refund is due simply because you change your mind.
Faulty or misdescribed files
Under the Consumer Rights Act 2015 digital content must be as described, fit for purpose and of satisfactory quality. If a file is corrupt, incomplete, does not match its listing or does not open in standard PDF or DXF software, tell us within 30 days and we will repair or replace it. If we cannot, you are entitled to a full refund.
Wrong property
Check the property address on the listing carefully before ordering. We cannot refund an order for the wrong property once the files have been released, but contact us and we will do what we reasonably can.
How refunds are paid
Refunds go back to the card used to pay, through Stripe, within 14 days of our agreeing the refund.
Survey requests
Cancellation of a quoted survey is governed by the terms in the quotation.
Contact: info@surway.co.uk, 07857 206841.