Refund and Cancellation Policy
Last updated: 30th August 2026
About us
This policy applies to Packs purchased from DIY-Conveyancing.co.uk.
The contracting trader is DIY CONVEYANCING LTD, a company registered in England and Wales under company number 16476638. Our registered office is 71–75 Shelton Street, Covent Garden, London WC2H 9JQ.
You can contact us at contact@diy-conveyancing.co.uk.
What this policy covers
DIY Conveyancing provides an automated document-generation service. We use the information you enter to assess whether the transaction appears to be within the supported scope, select and populate documents, and generate and supply a digital document Pack.
In this policy, “Pack” means the digital documents generated through the service, and “consumer” means an individual acting wholly or mainly for purposes outside their trade, business, craft or profession.
Your cancellation right
If you are a consumer who buys a Pack online, you normally have 14 days after the day on which the contract is made to cancel without giving a reason.
You may exercise that right by emailing contact@diy-conveyancing.co.uk and clearly stating that you wish to cancel. Please include your name, email address and order number so that we can locate the purchase. You may use the model cancellation form at the end of this policy, but you do not have to do so.
Immediate generation and digital supply
Our service is designed to begin immediately and to supply your Pack electronically without waiting for the 14-day cancellation period to expire.
At checkout, we ask you to:
(a) expressly request that we begin the document-generation service immediately; (b) consent to the digital Pack being supplied during the cancellation period; (c) acknowledge that your right to cancel the digital content will be lost when supply begins; and (d) acknowledge that your right to cancel the service will be lost when the service has been fully performed.
For our standard Pack, the document-generation service will ordinarily be fully performed, and supply of the digital content will have begun, when a usable Pack has been generated and made available to you through your account, a working download link or email.
If you do not give the required immediate-supply consent, we will not generate and supply an instant Pack.
Cancellation before the Pack is supplied
If you cancel within the statutory cancellation period before we have begun generation or supplied any part of the service, we will provide a full refund.
If you asked us to start the service immediately and cancel within the cancellation period after performance has begun but before it is complete, we may deduct a reasonable and proportionate amount for the service actually supplied up to the time of cancellation. We will explain any deduction.
If a usable Pack has already been generated and supplied following your valid request and consent, the statutory change-of-mind cancellation right will ordinarily have ended. We do not normally provide a change-of-mind refund after that point.
Technical failures
If payment is taken but the platform fails to generate or supply a usable Pack, please contact us promptly. We will ordinarily attempt to correct the problem and generate the Pack without additional charge.
If we cannot supply the purchased Pack within a reasonable time, or doing so would cause significant inconvenience, we will provide an appropriate refund.
Errors, defects and statutory rights
Nothing in this policy limits your statutory rights.
Digital content must be of satisfactory quality, fit for any purpose properly made known to us and as described. Our document-generation service must be performed with reasonable care and skill and in accordance with legally binding information we gave you about the service.
If a problem results from our platform, templates or document-generation process, we may first correct, repair, replace or regenerate the Pack without charge. We will do so within a reasonable time and without causing significant inconvenience.
Where correction, replacement or repeat performance is impossible, unsuccessful or cannot be provided within a reasonable time and without significant inconvenience, you may be entitled to a price reduction, which may in an appropriate case be a full refund.
Our Land Registry acceptance guarantee
We are confident in the forms we produce, so here is a straightforward promise.
If HM Land Registry rejects your application because of the way we completed a form in your Pack, we will refund your £49 in full. Just send us the Registry's written reason within 30 days of receiving it and we will sort out the refund.
More often, if the Registry has a question about a form, it writes to ask rather than rejecting the application. If that happens, we will correct and reissue the document free of charge.
To be fair to everyone, this promise covers the forms as we completed them. It does not cover a rejection or query caused by the details you entered, by identity verification, by the fee cheque or postage, or by other documents you supply yourself. These are covered in the "Information supplied by you" section below.
Information supplied by you
The Pack is generated from the answers and transaction information you provide. You are responsible for checking that your answers are accurate and complete and that the selected product is suitable for the type of transaction described in the product information.
We do not normally provide a refund where:
(a) the Pack accurately reflects incorrect or incomplete information entered by you; (b) you change your mind after valid immediate supply; (c) your property transaction changes, falls through or does not proceed; (d) you fail to follow the instructions provided with the Pack; (e) a third party rejects or queries a document for a reason that does not result from a defect in the Pack or our service; or (f) you expected a service, document or outcome that was not included in the published product description.
These exclusions do not apply where the Pack is faulty or misdescribed, the service was not performed with reasonable care and skill, or the law otherwise requires a remedy.
Where reasonably practicable, we may offer a correction, regeneration, credit or refund as a gesture of goodwill. A goodwill remedy does not affect your statutory rights and does not require us to provide the same remedy in a different case.
Duplicate and unauthorised payments
We will refund a duplicate charge made through our systems. If you believe a payment was unauthorised, contact us and your card provider promptly. We may request reasonable information needed to investigate and protect the account.
How refunds are paid
Where a refund is due, we will make it without undue delay and within any statutory deadline that applies. Unless otherwise agreed, we will refund the same payment method used for the purchase. We will not charge you a fee for receiving a statutory refund.
After we submit a card refund, the time taken for it to appear is controlled by your card issuer. We will provide confirmation when the refund has been submitted.
Requesting a review
Send refund and cancellation requests to contact@diy-conveyancing.co.uk. Please provide:
(a) your order number; (b) the email address used for the purchase; (c) the date of purchase; (d) a brief explanation of the request; and (e) screenshots or copies of any error message or defective document, where relevant.
We aim to acknowledge your request within two business days and ordinarily to give a decision within five business days. If we need longer because the issue is technically or legally complex, we will tell you why and provide an update.
If you disagree with the decision, you may ask for it to be reviewed by a person who was not responsible for the initial decision.
Complaints and disputes
You may make a complaint by emailing contact@diy-conveyancing.co.uk or writing to our registered office.
We will investigate the complaint fairly and explain our outcome. Our decision does not prevent you from obtaining independent consumer advice, using any dispute-resolution arrangement that applies, asking your payment provider to consider your rights, or bringing a legal claim.
If we are required by law or contract to participate in an alternative dispute-resolution arrangement, we will provide the relevant information when communicating the final outcome of your complaint.
Governing terms
This policy should be read with our Terms of Service. If this policy conflicts with a mandatory consumer right, the mandatory right prevails.
Model cancellation form
To: DIY CONVEYANCING LTD, 71–75 Shelton Street, Covent Garden, London WC2H 9JQ; contact@diy-conveyancing.co.uk
I hereby give notice that I cancel my contract for the following Pack:
Pack or order number:
Ordered on:
Name:
Address:
Email address:
Date: