Skip to main content
Land Registry Docs

Refund and Cancellation Policy

When you place an order you choose one of two processing options, and your cancellation rights depend on that choice. We designed this to be a helpful choice, not small print — and whichever option you chose, we will always try to reach a fair outcome.

Standard Processing

Standard Processing includes a free one-hour cooling-off period during our office hours (Monday to Friday, 9:00am to 5:00pm, excluding Bank Holidays in England & Wales).

You may cancel during your cooling-off period for a full refund, provided processing has not begun. You can also change the property details or the documents ordered during this time, free of charge, from your order page.

If an order is placed outside office hours, the one-hour period begins when we next open.

Immediate Processing

By selecting Immediate Processing you are asking us to begin work on your order as soon as possible.

Once work has started we may no longer be able to offer cancellation, because costs may already have been incurred. However, every request will still be considered fairly — if you think you have made a mistake, contact us immediately and we will always do our best to help.

Refunds we may still offer, whichever option you chose

  • Duplicate orders
  • Incorrect payment
  • Wrong documents supplied
  • We cannot fulfil the order
  • Errors made by us
  • Where required by law

If we cannot supply your documents

Occasionally a property is not registered, cannot be identified with certainty, or the requested document is not held. If this happens we will contact you, and where we are unable to supply the requested documents we will provide either a full refund, or a partial refund if substantial work has already been undertaken. We will always explain any deduction before processing a partial refund.

How refunds are paid

Refunds are processed to your original payment method through Stripe, our payment provider. Depending on your bank, a refund can take 5–10 working days to appear.

How to cancel or request a refund

  1. During a cooling-off period: open your secure order page (linked from your confirmation email or the order status page) and use the Cancel Order or Amend Order buttons. Cancellation there is automatic, with a full refund.
  2. At any other time: contact us with your order reference and we will look at it promptly and fairly.

Nothing in this policy limits any rights you have under UK consumer law. See also our Terms and Conditions.