Refunds and cancellation
These rules apply to instructed packs, reviews, timelines, and walkdowns. We do not sell goods by post or software licences.
Eligibility
A refund is available when we have not started work, or when we cancel because we cannot obtain safe site access that was promised in the instruction. Construction project progress and budget variance analytics that have already been drafted against your documents are treated as work started.
Timeframe to ask
Write to hello@system-craftline.click within 14 days of the instruction if you wish to cancel a pack that has not been started. Walkdown-only visits must be cancelled at least three working days before the agreed arrival, or travel booked in writing may still be charged.
Full refund
If we have not opened your files or booked travel, the fee including any deposit is returned in full. If we cancel because induction cannot be arranged after a reasonable attempt, the fee for that visit is returned.
Partial refund
If a draft pack has been issued but you cancel before the final issue, we invoice time spent at £95 per hour against the fee and refund the remainder of sums paid. A completed photo sheet after a walkdown is charged in full for that visit even if you later drop the period pack.
Non-refundable items
Travel already purchased with your written approval, overnight stays booked with your approval, and third-party print runs you asked for are not refundable. Time spent on a site the same day as a client no-show is charged as the visit.
How to request a refund
Email hello@system-craftline.click with the project name, the instruction date, and whether you are cancelling the pack, the visit, or both. You may also telephone 07014398389.
Processing time and method
Approved refunds are returned to the original bank account or card within 14 working days. We do not refund in cash at Friar Street.
Deposits
The 40 percent deposit on a first pack holds the walkdown window. It is refundable only under the full-refund rule above. Later period invoices have no deposit unless the instruction says otherwise.
Rescheduling
One change of walkdown date is allowed without charge if you give three working days’ notice. Further changes, or a change inside three days, may be charged as a wasted visit if travel was already committed.
No-shows
If we attend site and the escort is not available, the visit fee is due. We will offer a new date for a further fee.
Work already started and materials
Once we have begun reading the programme or cost report, that time is payable. We do not buy construction materials. Printed copies you requested after issue are not returnable.
Exceptions
If a pack is unusable because we keyed photographs to the wrong building, we will reissue at no extra fee or refund the pack fee, at your choice. Differences of professional judgement about a progress percentage are not, by themselves, grounds for a refund.