Clear choices when circumstances change.

What this policy covers

This Service Cancellation Policy applies to applicable property administration, letting-related assistance, maintenance coordination, contractor liaison, property operations and other services agreed between WIKA PALACE LTD and a customer.

The cancellation rights available to you depend on the nature of the arrangement and whether you are acting as a consumer or in the course of a business.

Where a separate written agreement contains specific cancellation provisions, those provisions may apply to the relevant arrangement, subject to any mandatory rights that cannot lawfully be excluded.

The standard 14-day cancellation period

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply to a distance or off-premises service contract, a consumer will generally have 14 days to cancel the contract without giving a reason.

For a service contract, the 14-day period generally begins on the day the contract is entered into and ends at the end of 14 days after that day.

This statutory cancellation right applies only where the relevant legal conditions are met and is subject to statutory exceptions.

Cancelling before the service starts

If you cancel before the agreed service has started, we will stop further performance of the service where reasonably practicable.

Where a statutory cancellation right applies, cancellation will be handled in accordance with that right.

Where no statutory cancellation right applies, the consequences of cancellation will depend on the applicable contract and any cancellation terms that were agreed.

A cancellation request should be sent as soon as reasonably practicable so that unnecessary work or third-party arrangements can be avoided.

Starting a service during the 14-day period

A consumer may expressly request that a service begins before the end of the statutory 14-day cancellation period where applicable.

We will only begin the relevant service during that period where the required request and applicable legal conditions have been met.

If the consumer later exercises a valid cancellation right after the service has started, the consumer may be required to pay an amount proportionate to the service supplied up to the point at which the cancellation is communicated, where the law permits this.

When a service has already been fully completed

Where a consumer has expressly requested that a service begins during the statutory cancellation period and the service is fully performed during that period, the statutory cancellation right may cease once the service has been fully performed, provided the applicable legal acknowledgement and other requirements have been satisfied.

This rule applies only where the statutory conditions are actually met. It does not create a general rule that all completed property services are automatically non-cancellable.

Any mandatory consumer rights that continue to apply will remain unaffected.

Sending a cancellation request

A cancellation request should be sent to WIKA PALACE LTD using the contact details provided below.

To help us process the request efficiently, please include:

• your name;
• your contact details;
• the relevant property or service;
• the date of the relevant agreement, where known;
• a clear statement that you wish to cancel;
• any relevant reference or previous correspondence.

A consumer exercising a statutory cancellation right does not normally need to provide a reason for cancellation.

When a cancellation takes effect

Where a statutory cancellation right applies, cancellation will take effect in accordance with the applicable legal requirements once the cancellation notice has been properly communicated.

We recommend sending cancellation requests in writing so that there is a clear record of the date and time of the request.

If you send a cancellation request close to an agreed appointment, property visit or contractor arrangement, please also state whether the appointment should be cancelled immediately.

Returning amounts where cancellation applies

Where a valid statutory cancellation results in an amount being refundable, reimbursement will be handled in accordance with the applicable legal requirements.

For an applicable service contract, reimbursement will generally be made without undue delay and no later than 14 days after the relevant cancellation information has been received, subject to the statutory rules that apply to the particular contract.

Where the law permits a proportionate amount to be retained for services supplied following an express request for early performance, that amount may be deducted before the remaining amount is reimbursed.

Where a statutory reimbursement is due, the reimbursement will normally be made using the same payment method used for the original transaction unless another method has been expressly agreed.

Work completed before cancellation

If work has already been carried out before a valid cancellation request is received, the effect of cancellation will depend on the applicable contract and statutory rights.

Where a consumer expressly requested early performance during the cancellation period, the law may permit a proportionate amount to be charged for the service supplied before cancellation.

The calculation will reflect the part of the service actually supplied compared with the agreed service as a whole.

We will not describe an amount as a cancellation penalty where it is instead a lawful charge for service already supplied.

Letting and property-related arrangements

A property enquiry, viewing request or initial discussion does not necessarily create a service contract or guarantee a property arrangement.

Cancellation rights relating to a tenancy, licence, property occupation arrangement or other property-specific contract may be governed by separate legislation and contractual terms.

This policy should therefore be read together with the specific agreement applying to the relevant property or arrangement.

Appointments and third-party arrangements

Where cancellation concerns a maintenance appointment, contractor visit or other third-party arrangement, we will communicate the cancellation to the relevant party where reasonably practicable.

Third-party cancellation arrangements may also apply where a contractor, specialist provider or other service provider has already been independently engaged.

We will not represent a third-party charge as a WIKA PALACE LTD cancellation charge. Any third-party amount will depend on the relevant third party’s contractual terms and applicable law.

Where the customer is acting for a business

Statutory consumer cancellation rights generally apply to consumers rather than businesses acting wholly in the course of their trade, business, craft or profession.

For business-to-business arrangements, cancellation rights will normally be determined by the applicable contract and any mandatory legal requirements.

Where a separate commercial agreement has been entered into, its cancellation and termination provisions should be reviewed before submitting a cancellation request.

Circumstances where the normal cancellation rules may differ

The statutory 14-day cancellation right does not apply to every contract or every circumstance.

The legal position may differ depending on:

• the type of contract;
• whether the contract was made online, by telephone or away from business premises;
• whether the customer is a consumer or business;
• whether the service has already been fully performed;
• whether the consumer expressly requested early performance;
• whether a statutory exception applies;
• whether a separate property or tenancy agreement governs the matter.

We will apply the legal rules relevant to the particular contract rather than treating every cancellation in the same way.

Your legal rights remain protected

Nothing in this policy is intended to exclude, restrict or replace any statutory consumer right that cannot lawfully be excluded or restricted.

Where applicable, consumers retain their rights concerning the proper performance of services and other protections provided by consumer legislation.

If a service has not been performed in accordance with applicable legal standards, cancellation or other remedies may be available depending on the circumstances.

If you disagree with the cancellation outcome

If you believe a cancellation request has not been handled correctly, please contact WIKA PALACE LTD and explain the point you would like us to review.

We will review the relevant agreement, cancellation request, service status and available information.

Complaints about cancellation handling can also be raised under our Complaints Policy.

Information used to process cancellation

Information supplied as part of a cancellation request may be used to identify the relevant contract, process the request, communicate with the parties involved and maintain appropriate business records.

Personal information will be handled in accordance with our Privacy Policy.

Keeping this policy current

We may update this Service Cancellation Policy where our services, contractual arrangements or applicable legal requirements change.

A revised version will apply from the time it is published on the website unless a different effective arrangement is stated.

Any cancellation right that has already arisen under an existing contract will continue to be determined by the law and contractual terms applicable to that contract.

Submit a cancellation request

To request cancellation or ask how the cancellation rules apply to a particular property service, contact WIKA PALACE LTD directly.