Cancellation & Refunds

Your Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel your service agreement within 14 days of the start date (the "cooling-off period") without giving any reason. If you cancel within this period you are entitled to a full refund of all payments made, including any first collection.

How to Cancel

You can cancel by any of the following methods:

Annual Plan Cancellation

14-day cooling-off period from the start date for a full refund. After cooling-off you may cancel with no penalty; annual cover continues until the end of the paid year. During the 14-day cooling-off period you receive a full refund. After the cooling-off period you may cancel to stop any future renewal, with no penalty. Because the Annual Plan is paid in advance for a 12-month period, cover continues until the end of the paid year and no pro-rata refund is given for the unused portion of the year after the cooling-off period.

Monthly Plan Cancellation

14-day cooling-off period from the start date for a full refund. After cooling-off you may cancel with no penalty; no refund is given for the current billing period. After the cooling-off period you may cancel at any time to stop future monthly collections. Cancellation takes effect from your next scheduled collection date; no further payments are taken. No refund is given for the current billing period already collected.

One-Off Call-Out Services

For one-off drainage and plumbing call-outs, a quote is provided and must be authorised by you before any chargeable work begins. If you cancel before work starts, no charge is made. If work has already begun, you may be liable for the cost of work and parts reasonably carried out up to the point of cancellation; this is itemised on your invoice.

Cancelling a Direct Debit

You can cancel a Direct Debit at any time directly with your bank or building society, or by contacting us and asking us to stop the collections. We require notice of any change in line with BACS rules (10 working days (BACS)). Please tell us as well as your bank so we can update your account records.

The Direct Debit Guarantee protects you. If an error is made in the payment of your Direct Debit byDrainage Protection Line Ltd or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society. If you receive a refund you are not entitled to, you must pay it back when Drainage Protection Line Ltd asks you to.

How Refunds Are Made

Where a refund is due, we process it as follows:

• Refunds are returned to the original payment method used for the purchase.
• Card refunds are normally received within 5–10 working days, depending on your card issuer.
• Direct Debit refunds are issued by bank transfer and normally reach your account within 5–10 working days.
• Drainage Protection Line Ltd is not registered for VAT. No VAT is added to your payment and no VAT invoice is issued.

When a Refund May Be Withheld

Refunds are not provided in the following circumstances:

• After the 14-day cooling-off period for an Annual Plan (cover continues to the end of the paid year).
• For the current billing period already collected on a Monthly Plan cancelled after cooling-off.
• Where chargeable work has already been carried out under an authorised one-off call-out quote.
• Where cancellation arises from a breach of the service agreement on your part, as set out in our Terms & Conditions.

Contact Us

Drainage Protection Line Ltd · Registered in England & Wales · Company No. 11871664 · ICO Reg. ZB973229

Phone: 0800 949 6479

Email: info@drainageprotectionline.co.uk

Address: 71–75 Shelton Street, London, England, WC2H 9JQ