Cancellation and Refund Policy
LYL Inventories Ltd – Cancellation and Refund Policy
Last Updated: 12th November 2024
This Cancellation and Refund Policy applies to all services provided by LYL Inventories Ltd (“we”, “us”, “our”). By booking a service with us, you agree to the terms and conditions outlined below.
1. Definitions
- “Booking” refers to a confirmed appointment for an inventory service, whether by a direct client or a third party on behalf of a client.
- “Service” refers to property inventory services, including check-in, check-out, and interim inspections.
2. General Policy
We understand that plans can change, and we aim to accommodate our clients whenever possible. However, due to the nature of our business, last-minute cancellations or rescheduling can disrupt our schedule. This policy ensures fair compensation for our time and resources.
3. Cancellation Policy
3.1. Standard Cancellations
- More than 48 hours before the scheduled service: No cancellation fee applies. Full refund or credit is available.
- 24 to 48 hours before the scheduled service: 50% of the service fee is payable as a cancellation fee. The remaining 50% will be refunded or credited.
- Less than 24 hours before the scheduled service: 100% of the service fee is payable as a cancellation fee, and no refund or credit will be provided.
3.2. Same-Day Cancellations
- For cancellations made on the same day as the scheduled service, 100% of the service fee will be charged.
- If the service is rescheduled within 2 hours of the original time, a 25% surcharge will apply to the rescheduled booking.
3.3. No-Show Policy
- If our inspector arrives at the property at the scheduled time and cannot access it due to the absence of the client or an authorised representative, or if access is denied, this will be treated as a “no-show.”
- In a no-show scenario, 100% of the service fee will be charged, with no refund provided. The client may reschedule, subject to availability, at full cost.
4.Rescheduling Policy
4.1. Advance Rescheduling
- More than 48 hours before the scheduled service: Rescheduling is allowed without any fee.
- 24 to 48 hours before the scheduled service: Rescheduling is allowed with a 25% rescheduling fee of the original service fee.
- Less than 24 hours before the scheduled service: Rescheduling will incur a 50% rescheduling fee of the original service fee.
4.2. Same-Day Rescheduling
- Same-day rescheduling is subject to availability. If rescheduling within 2 hours of the original scheduled time, a 50% surcharge will apply.
- Rescheduling requested after the inspector arrives will be treated as a cancellation and will be charged 100% of the service fee.
5.Refund Policy
5.1. Refund Eligibility
- Refunds are only available for cancellations that meet the requirements outlined in Section 3.
- Refunds will not be granted once a service has been completed.
- Refunds may be issued in the form of a direct refund or credit towards a future service, at the discretion of LYL Inventories Ltd.
5.2. Refund Processing
- Eligible refunds will be processed within 10 working days of the cancellation confirmation.
- Refunds will be issued to the original payment method. If payment was made by bank transfer, please allow for up to 15 working days for funds to reflect.
5.3. Non-Refundable Circumstances
- Refunds are not provided for completed services.
- Refunds are not provided for cancellations or no-shows that do not meet the criteria in this policy.
6.Third-Party Bookings
- If a service is booked through a third party, such as a letting agent, the cancellation and refund terms may vary based on the terms of the third-party agreement.
- Clients are encouraged to contact the third party to confirm cancellation policies applicable to the booking.
- LYL Inventories Ltd reserves the right to decline cancellation or refund requests made directly by the client if the booking was arranged through a third party.
7.Force Majeure and Exceptions
7.1. Definition of Force Majeure
- A “Force Majeure Event” includes, but is not limited to, events beyond our reasonable control, such as severe weather, natural disasters, strikes, pandemics, or other unforeseen circumstances that prevent the delivery of services.
7.2. Cancellations Due to Force Majeure
- In the event of a Force Majeure, the following options are available:
- Reschedule: Clients may reschedule without incurring any fees.
- Cancellation: If a reschedule is not possible, a full refund will be provided.
7.3. Health-Related Cancellations
- If the client or a household member has COVID-19 or another contagious illness that may pose a risk to our inspectors, we request that the service be rescheduled at no additional cost.
8.Changes to This Policy
- LYL Inventories Ltd reserves the right to amend this Cancellation and Refund Policy at any time. Any changes will be posted on our website and will be effective immediately upon posting.
- Clients are encouraged to review this policy before each booking to stay informed of any updates.
9.Contact Information
For any questions regarding this policy or to initiate a cancellation, rescheduling, or refund request, please contact us:
LYL Inventories Ltd
Email: info@lylinventories.com
Address: 86-90 Paul Street, London, EC2A 4NE