Service Cancellation
Clear information about cancelling a consultancy service, requesting an early start and how any applicable refund is handled.
Effective immediatelyA straightforward cancellation process.
This policy explains the cancellation arrangements that apply to consultancy services supplied by ORSA PROJECTS LIMITED. It is intended to make the relevant time limits, early-start arrangements, service charges and refund process clear before work begins.
When this policy applies.
This policy applies to the consultancy services offered by ORSA PROJECTS LIMITED, including project planning consultations, schedule reviews, coordination consultations, supplier coordination support, progress reviews and project delivery support sessions.
Where a consumer has a statutory cancellation right, nothing in this policy is intended to remove or restrict that right.
The cancellation arrangements below operate alongside any rights available under applicable consumer law.
The standard cancellation period.
Where the relevant UK consumer cancellation rules apply to a distance or off-premises service contract, a consumer normally has 14 days from the day after the service contract is entered into to cancel without giving a reason.
A cancellation can be communicated by a clear statement explaining the decision to cancel. A specific cancellation form is not required where another clear statement is used.
A cancellation notice sent before the end of the applicable cancellation period is treated as having been made within that period.
The applicable cancellation period is calculated in accordance with the relevant statutory rules. It is not replaced by an internal company deadline.
Sending a cancellation request.
A cancellation request may be sent by email or another clear communication method that allows the decision to cancel to be identified.
For clarity, the request should include the customer’s name, the relevant service and a clear statement that the service is being cancelled.
Starting the service before 14 days.
A consumer may request that a service begins during the applicable 14-day cancellation period.
ORSA PROJECTS LIMITED will only begin providing the service during that period where the consumer has made an express request for the service to begin before the end of the cancellation period.
Where required, the early-start request and the relevant acknowledgement will be retained as part of the service record.
If the service is cancelled after work has begun, the amount applicable to the service already supplied may be calculated in proportion to the part of the service supplied up to the point when the cancellation is communicated, where the statutory conditions for such an amount are met.
Where work has already started.
Where a consumer has expressly requested an early start and then cancels during the applicable cancellation period, the amount retained for work already supplied will be based on the proportion of the service that has been supplied up to the time the cancellation is communicated.
The calculation will be based on the agreed total service price and the extent of the service already provided.
The amount will not exceed the proportion reasonably attributable to the service already supplied.
Service not started
If the applicable cancellation right is exercised before the service has started, the relevant amount will normally be returned in accordance with the applicable rules.
Service partly supplied
Where an early start was expressly requested and part of the service has been supplied, a proportionate amount may apply to the part already provided, subject to the applicable legal requirements.
Service fully performed
Where the service has been fully performed during the cancellation period following an express request to start early, and the required acknowledgement has been obtained, the statutory cancellation right for that service may end when the service is fully performed.
When a service has been completed in full.
Certain consultancy services are completed through a defined consultation, review or delivery of an agreed output.
Where a consumer has expressly requested that the service begins during the cancellation period, and the service is fully performed during that period, the consumer’s statutory cancellation right may end once the service has been fully performed, provided the required acknowledgement concerning the loss of that right has been obtained.
This does not affect any other rights that may apply where the service has not been supplied in accordance with the contract.
How refunds are handled.
Where a cancellation gives rise to a refund, ORSA PROJECTS LIMITED will process the applicable refund in accordance with the relevant consumer rules and the circumstances of the service.
Where the statutory cancellation rules require reimbursement, the refund will normally be made within 14 days of the relevant cancellation notice, subject to any statutory provisions that determine when the refund period begins.
The refund will normally be made using the same method used for the original transaction unless the customer has expressly agreed to a different method.
ORSA PROJECTS LIMITED will not impose an additional administration fee for a refund that is required under the applicable statutory cancellation rules.
Requests made after the 14-day period.
Once the applicable statutory cancellation period has ended, a consumer does not have the statutory 14-day cancellation right described above.
A customer may still contact us to request an agreed cancellation or change to the service. Any such request will be considered according to the service status, the agreed scope and any rights that apply to the particular contract.
This does not limit any other statutory right that may apply to the service or contract.
Changing a consultation appointment.
Where a service involves a scheduled consultation, customers should contact us as soon as possible if the agreed appointment needs to be changed.
We will consider reasonable requests to rearrange an appointment, subject to availability and the status of the agreed service.
Rearranging an appointment does not by itself remove or extend a statutory cancellation period.
Services supplied to businesses.
The statutory consumer cancellation rights described in this policy apply to consumers where the relevant consumer legislation applies.
Where a service is supplied to a business acting in the course of its business activities, the agreed commercial terms will generally govern cancellation, subject to any applicable legal requirements.
The service scope and cancellation arrangements can be confirmed before a business consultancy service begins.
Your other rights remain unchanged.
This policy does not affect rights available under applicable consumer protection law where a service does not conform to the contract or where another statutory remedy applies.
Nothing in this policy is intended to exclude or restrict a right that cannot lawfully be excluded or restricted.
Need to cancel or ask a question?
If you want to cancel a service or clarify how this policy applies to your particular arrangement, contact ORSA PROJECTS LIMITED as soon as possible.
Clear terms. Clear process.
ORSA PROJECTS LIMITED · Project Planning & Coordination Services