Refunds and cancellation
Short version: your pack is prepared and sent as soon as you buy it, you ask us to do that before you pay, and once it has gone we do not refund it for a change of mind or for how your claim turns out. There is one exception and we apply it ourselves without you asking: if the council confirms a licence application, or a licence covering your whole tenancy, that leaves you with no claim at all, you get your money back. If it only makes your claim smaller you get a corrected pack free instead, and no refund. Your rights if the pack itself is faulty are untouched by anything on this page.
What you are buying
A set of documents prepared from the answers you gave and from the council's own published licence register: a letter that makes the council state the licensing position in writing, a settlement letter to your landlord, a completed tribunal application form, and guidance on using them. You send them yourself, in your own name. We are not your solicitor and we do not act for you.
The 14 day cancellation right, and why it does not survive delivery
When you buy digital content online you normally have 14 days to change your mind. There is an exception for digital content supplied immediately, and this product falls inside it.
So before you pay, we ask you to tick a box that says you want the pack prepared and sent straight away and that you understand you lose the 14 day right once it is sent. You cannot complete a purchase without ticking it, and your confirmation email repeats it back to you. That is deliberate: we would rather you saw the trade plainly at the moment you make it than discovered it in a policy afterwards.
Giving up the 14 day cancellation right means you cannot change your mind. It does not mean you carry the cost of us being wrong about the licence. Those are two different things: one is about your decision, the other is about our accuracy. What we refund for being wrong is set out below, and it is a promise we make on top of this, not a qualification of it.
No refunds for a change of mind
Once your pack has been prepared and sent, we do not refund it. The work is done and delivered at that point, and it cannot be returned.
No refunds based on what happens to your claim
We do not refund because a tribunal awarded less than the maximum, awarded nothing, or because your landlord did not pay. Those outcomes are decided by a tribunal and by your landlord, not by us, and we never promised a result.
Our answer describes what the council had published at the extract date shown on your result. It is not a warranty that a claim will succeed.
The figure on your result is a calculation, not a valuation
It comes from the council's published register at the extract date shown, from the scheme dates we hold, and from the dates and rent you gave us. If any of those is wrong the figure moves with it, and if something the register cannot show comes to light the figure can move too. Where that happens we recalculate and tell you the revised position without you having to ask. The commonest cause is a licence application, which is the next section.
What we refund without being asked
Two things can defeat a claim that the register cannot show us.
The first is a licence application that a landlord has made and the council has not yet decided. That is a defence to the offence, under section 72(4) of the Housing Act 2004 for an HMO and section 95(3) for a selectively licensed house. Councils do not publish those, because the register they must keep covers licences in force.
The second is a licence that covered your tenancy and has since ended. Some councils publish only the licences in force today, so a licence that ran while you lived there and expired before we looked does not appear on their register at all. Your claim is about the past, and that kind of register only describes the present.
So we ask them ourselves. After you buy, we write to your council's licensing team about your address and ask both questions: whether an application has been received and when, and whether the property was licensed at any point during your tenancy. Whatever comes back, you hear it from us. There are two ways it can go.
If it leaves you with nothing to claim, we refund you in full. That happens where an application was made before your tenancy began, or long enough ago to put the claim out of time, or where a licence covered the whole of your tenancy. You did not get what you paid for, so you get your money back, without asking and without proving anything. We tell you, we show you what the council said, and the money goes back to your card. You keep the documents.
If it only shortens your claimable period, you get a corrected pack free of charge. This is the commoner of the two outcomes, so here is the remedy in full: we recalculate, we reissue the whole pack with the corrected figure and the corrected filing deadline, and we send you what the council told us. You do not have to ask, and you are not charged.
There is no refund in that case, and we will not pretend otherwise. You still have a claim, your letters and your tribunal form are still right about the licensing position, and the only thing that has changed is the amount. The pack still does the job you bought it for.
We ask the council rather than asking you because councils will not discuss a pending application with a third party, and because a tenant has no way to look up a licence that has already come off the register. A refund that depended on you producing that proof would be a refund you could never claim.
What we do stand behind
If the pack is faulty, incomplete, or not what we described, tell us and we will put it right. If we cannot, you are entitled to a remedy under the Consumer Rights Act 2015, which can include a refund. Nothing on this page limits that, and nothing on this page affects your statutory rights. A trader cannot contract out of them and we are not trying to.
Specifically, that covers things like a document naming the wrong council or the wrong property, figures that do not follow from the answers you gave, or files that do not open. Those are our mistakes and we own them.
Cancelling before your pack is sent
If you change your mind in the minutes between paying and your pack going out, email us immediately and if we have not sent it yet we will cancel and refund in full. We cannot promise that window will exist, because most packs are prepared quickly.
How to reach us
Email us and quote the reference in your confirmation email. We answer refund and fault questions within two working days.
VetMyLandlord is a trading name of Warm Reach Limited. It is a document preparation service, not a law firm and not a claims management company. This page describes our refund position and is not legal advice.