Online Land Registry - Refunds Policy
This Policy should be read in conjunction with our standard Terms and Conditions of service (Terms) and all defined terms used in this Policy shall take the meanings given to them in the Terms.
1. YOUR RIGHTS TO END THE CONTRACT
1.1 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at clauses 1.1(a) to 1.1(e) below the contract will end immediately and we will not refund you in full for any products which have not been provided. The reasons are:
(a) we have told you about an upcoming change to our products or these terms which you do not agree to (see clause 5.2 of the Terms);
(b) we have told you about an error in the price or description of the products you have ordered, and you do not wish to proceed;
(c) there is a risk that supply of our products may be significantly delayed because of events outside our control;
(d) we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than two weeks; or
(e) you have a legal right to end the contract because of something we have done wrong.
1.2 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind within 14 days. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
1.3 When you don't have the right to change your mind.
(a) You do not have a right to change your mind in respect of services when once we have begun processing or the services have been completed, even if the cancellation period is still running.
1.4 How long do I have to change my mind?
Where you have purchased services, you have 14 days after the day we email you to confirm we accept your order. However, once we have begun or completed the services you cannot change your mind, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind.
1.5 Ending the contract where we are not at fault and there is no right to change your mind.
(a) Even if we are not at fault and you do not have a right to change your mind (see clause 8 of the Terms), you can still end the contract before it is completed, but you may have to pay us compensation.
(b) The contract for services is completed when we have finished providing the services and you have paid for them. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know.
(c) The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract depending on the date on which you end the contract, as compensation for the net costs we will incur as a result of your doing so.
2. PROBLEMS – SUMMARY OF YOUR LEGAL RIGHTS
2.1 We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the products. Nothing in these terms will affect your legal rights.
2.2 This summary is subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk. The Consumer Rights Act 2015 says:
(a) you can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it;
(b) if you haven't agreed a price beforehand, what you're asked to pay must be reasonable; and
(c) if you haven't agreed a time beforehand, it must be carried out within a reasonable time.
2.3 See also Exercising your right to change your mind (Consumer Contracts Regulations 2013) under clause 1.2 above.
3. TAKING ACTION TO END THE CONTRACT
3.1 Tell us you want to end the contract. To end the contract with us, please let us know by contacting our customer service team via any of the methods set out on https://onlinelandregistry.org.uk/contact or where you are exercising your right to change your mind by using the Model Cancellation Form set out in the Schedule to this Policy. Please provide your name, home address, details of the order and, where available, your phone number and email address.
3.2 How we will refund you. We will refund you the price you paid for the products including any delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
3.3 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind, we may deduct from any refund an amount for the supply of the service for the period for which it was supplied, ending with the time when you told us you had changed your mind. The amount will be in proportion to what has been supplied, in comparison with the full coverage of the contract. Where termination arises through any other means (including where you have breached the Terms), please be aware that no refunds will be made.
3.3.1 Please note the document fee is fully refundable, however the Search fee is non-refundable. This is also applicable when no registration's are found
3.3.2 Online Land Registry will not refund SMS, postage fees or fees for the Super-Fast track & Fast Track service we offer.
3.4 When your refund will be made. We will make any refunds due to you as soon as possible. Please be aware that to compensate us for our time and the administration in processing refunds, an administrative fee will be applied and deducted in advance of the balance of any refund being credited to you.
3.5 Duplicate orders. You will be eligible for a partial refund if both orders are placed 1.5 hours of each other, and you email within 1.5 hours of the second order. Anything outside of this time frame voids your right to a refund.
Schedule – Model Cancellation Form
(Complete and return this form only if you wish to withdraw from the contract)
To: OLR (Online Applications Ltd)
I hereby give notice that I cancel my contract for the supply of the selected Land Registry Documents services, particularised as follows:
Ordered on: ………………………………
Order Number: ………………………………
Name of consumer: ………………………………
Address of consumer: ………………………………
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Our online services provide the general public and property professionals with access to official copies of Land Registry Title documents.