Cancellation policy

Standard cancellation policy

If at any time you need to cancel an order we want to make that process as straightforward as possible for you. You can cancel your order, at no cost, up to 48 hours from the date and time your order was placed as long as we have not started to process it. If we have started to process your order we reserve the right to charge an admin fee to recover our costs.

Right to cancel for consumer customers

If you are making a Search Request as a consumer pursuant to the Consumer Contracts Regulations 2013, you have the right to cancel any Search Request within 14 days of making such Search Request without giving any reason (the “Cancellation Period”).

To exercise the right to cancel you must notify us prior to the expiry of the Cancellation Period. You can do this by either submitting the cancellation request for that order by logging into your account or by writing to us at United Utilities Property Searches, Haweswater House, Lingley Mere Business Park, Lingley Green Avenue, Great Sankey, Warrington WA5 3LP. If you are writing to us, you will need to sign and date your letter and provide the following information:

1) your name and address;

2) the date on which you made the Search Request;

3) which property or properties the Search Request was made in relation to; and

4) the date on which you are making the cancellation request.

We will communicate to you an acknowledgement of receipt of such a cancellation on by email or if you prefer, to your postal address given on the letter which you have sent to us cancelling your Search Request.

Effects of cancellation

If you cancel the Search Request within the Cancellation Period, we will reimburse to you all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel the Search Request.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

Waiver of the right to cancel

You will be given the opportunity to waiver your right to cancel and by doing so, you are requesting us to commence the Services in respect of the Search Request during the Cancellation Period. If we have acted on such request and have commenced the Services at your request during the Cancellation Period, we will not be able to refund you any of the Charges.