ORSA HOME LTD · Service Cancellation
Plans can change. The process should stay clear.
This Service Cancellation Policy explains how cancellation, early service requests, changes and refunds are handled by ORSA HOME LTD.
Service Cancellation Policy
A clear process when circumstances change.
Residential improvement projects can change as requirements develop, quotations are reviewed or project arrangements are adjusted.
This policy explains what happens when a client asks to cancel or change an ORSA HOME LTD service, including the position where work has already started.
Where a statutory consumer right applies, that right takes priority over any inconsistent provision in this policy.
Request
How to cancel a service
A cancellation request should preferably be made in writing so that the request and the date on which it was received can be recorded accurately.
You can contact ORSA HOME LTD using:
- Email: orsahomeservices@hotmail.com
- Telephone: +44 7828 514741
Please include your name, the relevant service, the project or property concerned and a clear statement that you wish to cancel the service.
Where a statutory cancellation right applies, you do not have to use particular wording. A clear statement communicating your decision to cancel is sufficient.
14-Day Right
The 14-day cancellation period
Where ORSA HOME LTD enters into a distance or off-premises contract with a consumer and the statutory right to cancel applies, the normal cancellation period for a service contract is 14 days from the day on which the contract is entered into.
The consumer may cancel during that period without giving a reason. A clear statement of the decision to cancel may be used to exercise the right.
This statutory 14-day period does not automatically apply to every client, every contract or every method of arranging a service. Its application depends on the circumstances and the type of contract.
The statutory right is separate from our internal cancellation process.
If the statutory cancellation rules apply, ORSA HOME LTD will apply those rules to the relevant service rather than replacing them with a general non-refundable policy.
Service Stage
What happens depends on the stage of the service.
Before Start
The service has not started
If cancellation is requested before work has begun, we will stop the planned service and confirm the applicable cancellation and refund position.
In Progress
The service has started
If work has already started, we will identify the work completed up to the time the cancellation request is received and apply the contractual and statutory rules relevant to the service.
Completed
The service has been fully performed
Where a service has been fully performed following a consumer’s express request for early performance and the required acknowledgement of the loss of the cancellation right, the statutory cancellation position may change.
Early Start
Starting the service during the 14-day period
Where a statutory 14-day cancellation period applies, ORSA HOME LTD will not begin supplying the service during that period unless the consumer has expressly requested that the service should begin before the end of the cancellation period.
Where required by the applicable rules, the early-start request and the relevant acknowledgement will be recorded in a durable form.
What the early-start request means
If the consumer expressly asks us to begin the service during the cancellation period and later cancels before the service is fully performed, the consumer may be required to pay an amount proportionate to the service supplied up to the time ORSA HOME LTD receives the cancellation notice.
The amount is based on the agreed total price and the proportion of the service already supplied, subject to the statutory rules that apply to the contract.
If the service is fully performed after the consumer has made the required express request and acknowledged that the cancellation right will be lost once the service is fully performed, the statutory cancellation right may cease at that point.
Proportionate Amount
If you cancel after an early start
Where the statutory early-start rules apply and the service has been supplied before cancellation, ORSA HOME LTD will calculate the amount attributable to the part of the service supplied up to the time we receive the cancellation request.
01
Identify the agreed service
We identify the service, agreed scope and total service price.
02
Establish what has been supplied
We identify the consultancy work, review work, communication or other agreed service supplied before cancellation.
03
Apply the proportion
Where the statutory rule applies, the amount payable is proportionate to the part of the service already supplied compared with the full service.
04
Calculate the remaining refund
Any applicable amount due for the service already supplied is taken into account when calculating the amount to be refunded.
This is not a blanket non-refundable rule.
A proportionate amount only applies where the relevant statutory early-service conditions are met and the applicable law permits that amount to be charged.
Full Performance
When the service is fully completed
Some ORSA HOME LTD services can be completed within a short period, such as a consultation followed by a written summary, review notes or an agreed digital action plan.
Where a consumer has expressly requested that the service begin during an applicable cancellation period and has acknowledged that the cancellation right will be lost once the service has been fully performed, completion of the service may bring the statutory cancellation right to an end.
This applies only where the legal conditions for that treatment have been satisfied. Completion of a service does not, by itself, remove statutory rights that otherwise apply.
Refund
How refunds are handled
Where a cancellation creates an entitlement to a refund, ORSA HOME LTD will calculate the amount due after taking into account any proportionate amount that may lawfully be payable for service supplied before cancellation.
Refund method and timeframe
Where the statutory cancellation refund rules apply, reimbursement will be made without undue delay and, subject to the applicable legal provisions, no later than 14 days after ORSA HOME LTD is informed of the consumer’s cancellation.
The refund will normally be made using the same means of payment used for the original transaction, unless the consumer expressly agrees to another method.
ORSA HOME LTD will not impose a separate fee simply for making the applicable refund.
Where a different statutory rule applies to the particular contract, that rule will determine the applicable timing and method.
Before Work
Cancellation before the service starts
If a client asks to cancel before ORSA HOME LTD has begun the agreed work, we will confirm the cancellation and assess whether any refund is due under the applicable contract and statutory rules.
Where a consumer exercises an applicable statutory cancellation right before the service has been supplied, the statutory reimbursement rules will be followed.
Digital Outputs
Digital documents and project outputs
ORSA HOME LTD may provide consultation summaries, quotation review notes, project action plans, PDF documents or project administration records electronically.
Where the contract includes the supply of digital content not on a tangible medium, the specific statutory rules concerning digital content and cancellation will apply where relevant.
Digital delivery does not automatically remove cancellation rights.
Where digital content is supplied during an applicable cancellation period, the legal position depends on whether the consumer gave the required express consent to begin supply and acknowledged the relevant effect on the cancellation right.
Changes
Changing rather than cancelling
If the residential project has changed but support is still needed, the client can contact us to discuss whether the existing service can be rescheduled or adjusted.
A change may be accommodated where the revised requirement remains within the existing service scope.
If the revised requirement is materially different, the original service may need to be closed and a separate service arrangement considered.
Information
When required information is not provided
Some services require documents or project information before work can be completed.
If required information has not been provided, we will explain what is needed and how the missing information may affect the delivery timeframe.
A delay caused by missing information does not automatically amount to cancellation. The relevant service remains subject to the agreed scope and applicable contractual and statutory rights.
Our Side
If ORSA HOME LTD cannot continue
If circumstances arise that prevent ORSA HOME LTD from continuing with an agreed service, we will inform the client as soon as reasonably practicable.
Where a refund, price adjustment or other remedy is required by the contract or applicable law, it will be handled accordingly.
Any statutory rights relating to services that have not been properly performed remain unaffected.
Third Parties
Independent contractors remain separate
ORSA HOME LTD may provide coordination or communication support involving independent contractors or other specialists.
Cancelling an ORSA HOME LTD service does not automatically cancel a separate contract between the client and a builder, installer, tradesperson, surveyor, designer or other professional.
Any separate appointment should be changed or cancelled directly with that third party under its own contractual arrangements.
Consumer Rights
Statutory rights remain in place
Nothing in this policy excludes or restricts a statutory consumer right or remedy where the law does not permit such exclusion or restriction.
Consumer service contracts may include statutory rights concerning reasonable care and skill, information supplied about the service, reasonable time and appropriate remedies where a service does not conform to the contract.
These rights are considered separately from any discretionary cancellation arrangement offered by ORSA HOME LTD.
Records
Cancellation records
We may retain relevant correspondence and records relating to cancellation requests, service changes, refunds and their outcome.
Records are handled in accordance with our Privacy Policy and applicable data protection requirements.
Records may be retained where reasonably necessary for administration, accounting, legal obligations, complaint handling or the establishment, exercise or defence of legal claims.
Simple Process
What happens after you contact us
STEP 01
Cancellation request
We record the date and details of your cancellation request.
STEP 02
Service review
We check the contract type, service stage, work supplied and
any applicable statutory cancellation rights.
STEP 03
Outcome confirmation
We confirm the cancellation position, any proportionate amount
where applicable and any refund or next step due.
Further Information
Related policies
This Service Cancellation Policy should be read together with:
Where a statutory consumer right applies, that right takes precedence over any inconsistent wording in this policy.
ORSA HOME LTD
Need to change the plan? Let us know.
If your residential project has changed and you need to cancel, reschedule or discuss an agreed service, contact us with the relevant project details.