Clear terms.
Fair process.
This Service Cancellation Policy explains how an agreed service may be cancelled, how cancellation requests are handled, and how any applicable payment adjustment is dealt with where work has already started.
A cancellation request should clearly identify the service and communicate the decision to cancel. Email is an appropriate way to provide this notice.
What this policy covers
A practical process for cancelling residential property management and related support services.
This policy applies to services supplied by NORTHGATE HOUSE RTM COMPANY LIMITED, including residential building management reviews, maintenance coordination, contractor coordination, communal area management reviews, building maintenance action plans and property management administration support.
The cancellation arrangements that apply to a particular client depend on the type of client, how the contract was entered into, the agreed service and whether any applicable statutory cancellation right applies.
Nothing in this policy limits any cancellation, refund or other right that cannot lawfully be excluded or restricted.
14-day consumer cancellation period
Where the applicable UK consumer cancellation rules apply to a distance or off-premises service contract, the statutory cancellation period is generally 14 days from the day the contract is entered into.
When the period applies
The 14-day cancellation period applies where the relevant legal conditions for a consumer distance or off-premises service contract are met. It is not automatically applicable to every business-to-business arrangement.
How the period is calculated
For an applicable service contract, the normal cancellation period ends at the end of 14 days after the day on which the contract is entered into.
No reason required
Where the statutory cancellation right applies, the consumer may exercise that right without giving a reason by communicating a clear decision to cancel.
How to exercise the right
A cancellation request may be made using a statutory cancellation form where provided, or by another clear statement communicating the decision to cancel.
If work starts within 14 days
A consumer may request that a service begins before the normal 14-day cancellation period has ended.
Where the applicable consumer cancellation rules apply, service work will not ordinarily begin during the cancellation period unless the consumer has made an express request for the service to begin during that period.
Where an express request has been made and work begins before the cancellation period ends, the consumer may remain entitled to cancel the contract during the applicable cancellation period.
If the service has been partly supplied before cancellation following an express request to begin early, an amount proportionate to the service supplied up to the time cancellation is communicated may be payable, subject to the applicable legal requirements.
Where a service has been fully performed following an express request to begin during the cancellation period, and the required acknowledgement has been provided, the statutory cancellation right may end when the service is fully performed.
Where an early start is requested, the relevant information about the effect of starting the service during the cancellation period will be communicated before the service begins.
How to give cancellation notice
A clear written record helps both parties identify the relevant service and the date on which cancellation was communicated.
Name the service
Identify the service or agreed arrangement that you wish to cancel.
State the decision
Clearly state that you wish to cancel the relevant service or contract.
Send the notice
Email the cancellation request to northgatehousemanagement@outlook.com.
Keep confirmation
We will review the request and confirm the applicable next steps.
When work has already started
Cancellation does not remove the need to account for services that have already been supplied where the applicable law permits a proportionate charge.
Work already supplied
Where a service has been supplied before cancellation following a valid express request for early performance, the relevant amount may be calculated by reference to the proportion of the service already supplied.
Work not yet supplied
Any part of an agreed service that has not been supplied will be considered when determining what, if anything, remains payable or refundable.
External arrangements
Where the agreed service involves communication or coordination with a contractor or another third party, the cancellation position will take account of the stage reached and any rights or obligations that already arose under the relevant arrangement.
Scope changes
If a request to cancel is accompanied by a request to change the original service, the revised requirement will be considered separately before any further work is undertaken.
Refunds following cancellation
Where a refund is due following a valid cancellation, it will be handled according to the applicable contract and statutory requirements.
Refund assessment
We will determine whether a refund is due by considering the applicable cancellation right, the stage of the service, the work already supplied and any lawful proportionate amount that may be retained.
14-day statutory timeframe
Where the statutory consumer cancellation reimbursement rules apply, reimbursement will be made without undue delay and generally no later than 14 days after the trader is informed of the consumer’s decision to cancel, subject to any applicable statutory conditions.
Method of refund
Where the statutory reimbursement rules apply, the refund will normally be made using the same means of payment used for the original transaction, unless the consumer expressly agrees to another method.
No separate refund fee
Where a statutory refund is due, no separate fee will be imposed for making that reimbursement.
Business and property management arrangements
Many of our property management arrangements are entered into for property, management or organisational purposes rather than for an individual’s personal use.
Where the client is acting in the course of a business, property management activity, residents’ association, management company or other organisational arrangement, the statutory consumer cancellation provisions may not apply.
In those circumstances, cancellation will be handled according to the agreed contract, scope of work and applicable law.
Any agreed notice period or specific cancellation arrangement should be checked against the written service arrangement provided for the relevant property or service.
Where no specific cancellation arrangement has been agreed, we will review the circumstances and confirm the practical steps required to close the relevant service arrangement.
After cancellation is received
Cancellation is reviewed promptly so that outstanding actions can be identified and the relevant service can be brought to an orderly close.
Cancellation acknowledged
The cancellation request will be reviewed and, where appropriate, an acknowledgement will be provided.
Current position reviewed
We will identify the work already completed, any outstanding agreed actions and any relevant third-party arrangements.
Records updated
Relevant property management records and correspondence may be updated to reflect the cancellation and the point at which the service ended.
Outstanding matters
Where there are open matters requiring clarification, information or a practical handover, the relevant next step will be communicated.
Cancellation enquiries
If you need to cancel an agreed service or ask about the cancellation process, please contact us directly.
Northgate House RTM Company Limited
Company No. 14950635
Glendevon House Hawthorn Park, Coal Road,
Leeds, England, LS14 1PQ
northgatehousemanagement@outlook.com
+44 7828512333