Service Cancellation Policy

01. Scope of this policy

MEADOW COURT MANAGEMENT LIMITED provides residential property management and related coordination services where these are agreed with the relevant client, property owner, residents’ management body or other authorised party.

This policy applies to requests to cancel an individual service or end a service arrangement with us. The applicable process depends on whether the arrangement is a one-off service, a continuing management agreement, a consumer contract or another type of contractual arrangement.

Your signed agreement, appointment terms, lease-related arrangements and any applicable statutory provisions may contain additional requirements. If there is a conflict, mandatory legal rights take precedence over any inconsistent term.

02. How to request cancellation

Please send your cancellation request in writing by email or through our Contact page. You may also use another written method specified in your agreement.

Please include, where applicable:

• Your name and contact details.
• The property address or relevant building name.
• The service or agreement you wish to cancel.
• The date the service was agreed or commenced, if known.
• Any order, invoice or correspondence reference.
• The cancellation date you are requesting, where relevant.

We will use the information to identify the relevant arrangement and determine the next steps. We may ask for clarification or reasonable evidence of authority if you are acting for a property owner, company or other contracting party.

Where a statutory cancellation right applies, you do not need to use a particular form of words to exercise that right. A clear statement that you wish to cancel is generally sufficient. You may use the contact details in this policy or any applicable statutory model cancellation form.

03. Statutory 14-day cancellation rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer entering into a qualifying distance or off-premises service contract will generally have a 14-day cancellation period. For a service contract, the period normally begins on the day after the contract is entered into and ends 14 days later.

These rights do not apply to every contract or every customer. Whether a particular residential property management arrangement qualifies depends on the nature of the contract, the parties, how it was entered into and any relevant statutory exceptions.

If the statutory cancellation right applies, you may cancel during the applicable period without giving a reason. We will not impose a cancellation charge for exercising that right except where a charge is expressly permitted by law, such as a qualifying proportionate charge for services supplied following a valid request for early performance.

If legally required cancellation information was not supplied, the statutory cancellation period may be extended. We will assess such cases in accordance with the applicable law rather than assuming that the ordinary 14-day period always applies.

04. Services started during the cancellation period

If you ask us to begin a service before the end of an applicable statutory cancellation period, we will seek the express request and any required acknowledgement in the form required by law.

If you subsequently cancel within the statutory period, you may be required to pay an amount proportionate to the service actually supplied up to the time you notified us of cancellation, provided the relevant legal conditions are satisfied. The calculation will be based on the agreed total price or, where the law requires, an appropriate market-value basis.

We will not assume that a charge is due merely because a request was received or administrative work began. Any charge must be supported by the contract, the work actually supplied and the applicable legal requirements.

Where the required information or valid early-start request was not provided, the law may prevent us from charging for services supplied during the cancellation period. We will assess the circumstances before calculating any amount due.

05. Fully performed services

For a qualifying service contract, a consumer may lose the statutory right to cancel once the service has been fully performed during the cancellation period only where the applicable legal conditions have been met.

These conditions generally include the consumer’s express request for the service to begin during the cancellation period and acknowledgement that the cancellation right will be lost once the service is fully performed.

We will not treat a service as fully performed simply because a request has been acknowledged, a contractor has been contacted or an administrative step has taken place. Whether the service is complete depends on the agreed service scope and the actual work supplied.

Nothing in this section removes any other right or remedy available under applicable consumer law or the relevant contract.

06. Ongoing property management agreements

If you wish to end an ongoing property management arrangement, please check the agreement for its notice period, permitted termination grounds, notice method and any handover requirements.

The agreement may specify who is entitled to give notice. For example, a resident may be able to cancel a separately purchased service but may not personally have authority to terminate a management agreement entered into by a property owner, freeholder or residents’ management company.

Where a valid termination notice is received, we will consider the effective date, outstanding responsibilities, records, access arrangements, payments and any reasonable handover steps required under the agreement or by law.

We will not treat a cancellation request as automatically ending a continuing agreement where the agreement or applicable law requires a notice period or other procedure. Equally, contractual terms will not be used to restrict a statutory right that cannot lawfully be restricted.

07. Fees, outstanding balances and costs

Any fees or costs arising on cancellation will be assessed under the applicable agreement and law. Depending on the circumstances, this may include fees for services already supplied, validly incurred costs or amounts due under a lawful notice provision.

We will not automatically treat all prepaid amounts as non-refundable. Where a refund is due, we will calculate it after considering the applicable cancellation right, services supplied, lawful charges and any other relevant contractual or statutory requirements.

Charges for contractors, inspections, materials or other third-party services may be governed by separate contracts or appointments. We will explain any amount we consider payable by you and the basis for it where appropriate.

We will not impose a penalty that is prohibited by law or rely on a term that unlawfully excludes or restricts a consumer’s rights.

08. Refund method and timing

Where a refund is legally or contractually due, we will calculate the amount after taking account of any lawful deductions and the circumstances of the cancellation. We will explain the calculation if clarification is reasonably required.

For cancellations under the statutory consumer cancellation regime, refunds that are due must generally be made without undue delay and within 14 days of the relevant statutory trigger. For service contracts, this will normally be within 14 days after we are informed of the consumer’s decision to cancel.

Where applicable, refunds will be made using the same means of payment as the original transaction unless you have expressly agreed otherwise. We will not charge a fee solely for processing a statutory refund.

For cancellations outside the statutory regime, the refund amount and timing will depend on the agreement and applicable law. If a third party separately received payment under its own contract, that payment may need to be addressed with that provider.

The time for funds to appear in an account after a refund has been initiated may depend on the payment provider or financial institution.

09. Contractors and third-party arrangements

Some services involve independent contractors, maintenance providers or other third parties. Cancelling our service does not necessarily cancel a separate contract you have entered into directly with one of those parties.

Where we arranged an appointment or instructed a contractor within our authorised responsibilities, we will consider what steps are available to stop or amend the instruction. Cancellation may be subject to the contractor’s lawful terms and any costs already properly incurred.

We will explain relevant third-party arrangements where they affect the cancellation process and where we are permitted to share that information. We cannot promise that another organisation will waive a charge or accept a requested cancellation.

10. What happens after cancellation?

Once a cancellation or termination takes effect, we will take the steps reasonably required by the agreement and applicable law. Depending on the arrangement, these may include:

• Confirming the cancellation or effective termination date.
• Identifying outstanding service items and any agreed handover actions.
• Reviewing final fees, invoices or refund amounts.
• Updating relevant contact or service records.
• Communicating with an authorised replacement manager or relevant party where appropriate.
• Retaining records where required for legal, contractual or legitimate business purposes.

Cancellation does not remove payment obligations that lawfully accrued before cancellation took effect, nor does it remove any rights or responsibilities that continue under the relevant agreement or by law.

Personal information will be handled in accordance with applicable data-protection law and our Privacy Policy. Information about cookies and similar technologies is set out in our Cookie Policy.

11. Questions, disputes and complaints

If you are unsure whether your request is a statutory cancellation, a request to end an ongoing agreement or a change to a particular service, contact us with the relevant details. We will review the arrangement and explain the process that appears to apply.

If you disagree with the handling of your request, a fee calculation or a refund decision, you may raise a complaint under our Complaints Policy.

Nothing in this policy limits your right to seek independent advice or to use a court, tribunal, regulator or eligible dispute-resolution scheme where available. Any applicable statutory time limits remain relevant.