1. Introduction
This Cancellation and Refund Policy ("Policy") outlines the terms and conditions governing cancellations, refunds, and related procedures for services arranged through Plan Checker, a trading name of Elegance Engineering Ltd. ("Plan Checker," "we," "us," or "our"). This Policy applies to all users of our platform, including both professionals and clients.
This Policy should be read in conjunction with our Terms of Use, User Agreement, Fees Agreement, and other applicable policies.
2. Purpose and Scope
2.1 Purpose
The purpose of this Policy is to establish clear guidelines for cancellation of services, refund eligibility, and the process for requesting and processing refunds on the Plan Checker platform.
2.2 Scope
This Policy applies to:
- All services arranged through the Plan Checker platform.
- Platform fees charged by Plan Checker
- Payment processing fees where applicable
- Both professional and client users of the platform
3. Definitions
For the purpose of this Policy:
3.1 Booking
A confirmed arrangement for a professional to provide services to a client, established through the Platform.
3.2 Cancellation
The termination of a booking prior to the completion of the agreed services.
3.3 Consumer
An individual acting for purposes that are wholly or mainly outside their trade, business, craft, or profession, as defined in UK consumer protection legislation.
3.4 Platform Fees
Fees charged by Plan Checker for the use of the platform, as outlined in the Fees Agreement.
3.5 Service Fees
Fees charged by professionals for their services to clients.
3.6 Security Period
A mandatory 5-day period following a client's approval of work during which funds are held before being released to the professional, allowing time for quality verification and dispute resolution.
3.7 Force Majeure Event
An extraordinary event or circumstance beyond the control of the parties, such as war, strike, riot, crime, epidemic, or sudden legal changes that prevent one or both parties from fulfilling their obligations.
4. Payment Finality and Chargebacks
4.1 Non-Refundable Nature of Payments
Once Plan Checker or its payment processors charge a client's designated Payment Method, the charge is non-refundable except as specifically provided in the applicable cancellation timeframes outlined in this policy or as required by applicable law.
4.2 Dispute Resolution Process
Users agree to use the dispute resolution process described in this policy to resolve disputes rather than attempting to reverse charges.
4.3 Prohibition of Chargebacks
To the extent permitted by applicable law, Users agree not to ask their credit card company, bank, or other Payment Method provider to charge back any fees charged pursuant to the Terms of Service for any reason. A chargeback in breach of this obligation is a material breach of the Terms of Service.
4.4 Consequences of Chargebacks
If a User initiates a chargeback in violation of this Agreement, Plan Checker may:
- Dispute or appeal the chargeback.
- Institute collection action.
- Close the User's account.
- Charge for all costs and expenses, including attorney fees and other legal expenses, incurred in connection with such chargeback disputes.
- Take such other action it deems appropriate.
5. Client Cancellation Policies
5.1 Cancellation Timeframes and Refund Eligibility
| Cancellation Timeframe | Refund of Platform Fees | Refund of Service Fees | Notes |
|---|---|---|---|
| More than 7 days before scheduled service | 100% | 100% | Full refund of all fees |
| 3-7 days before scheduled service | 75% | 50% | Partial refund to account for professional's preparation time |
| 24-72 hours before scheduled service | 50% | 0% | Limited refund due to professional's commitment of resources |
| Less than 24 hours before scheduled service | 0% | 0% | No refund due to inability to reallocate professional's time |
| After service has commenced | 0% | 0% | No refund once service has begun |
5.2 Consumer Right of Cancellation (Cooling-off Period)
Clients who qualify as consumers under UK law may be entitled to a 14-day cooling-off period in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, during which they can cancel the service without giving a reason.
The cooling-off period does not apply in the following circumstances:
- When the service has been fully performed with the consumer's explicit consent
- For services related to emergency repairs or maintenance requested by the consumer
- When the service involves custom-made goods or services specified by the consumer
5.3 Process for Client Cancellation
To cancel a Job, clients must:
- Log into their Plan Checker account.
- Navigate to "My Jobs"
- Select the relevant Job.
- Click the "Cancel Job" button.
- Complete the cancellation form, including the reason for cancellation.
- Submit the cancellation request.
Alternatively, clients may contact customer support at info@planchecker.co.uk to request cancellation.
6. Professional Cancellation Policies
6.1 Professional Cancellation Timeframes and Penalties
| Cancellation Timeframe | Client Refund | Professional Penalty | Notes |
|---|---|---|---|
| More than 7 days before scheduled service | 100% | Warning | Full refund to client |
| 3-7 days before scheduled service | 100% | Warning + limited visibility for 7 days | Full refund + temporary penalty |
| 24-72 hours before scheduled service | 100% + 10% compensation | Warning + limited visibility for 14 days | Full refund + compensation for client inconvenience |
| Less than 24 hours before scheduled service | 100% + 20% compensation | Warning + limited visibility for 30 days | Full refund + higher compensation for significant inconvenience |
| Failure to attend without notice | 100% + 30% compensation | Account review and possible suspension | Full refund + maximum compensation for severe disruption |
6.2 Allowable Reasons for Professional Cancellation
Professionals may cancel a Job without incurring penalties under the following circumstances:
- Verifiable illness or medical emergency (documentation may be required)
- Bereavement or family emergency (documentation may be required)
- Extreme weather conditions that make travel unsafe
- Force Majeure events as defined in Section 3.7
6.3 Process for Professional Cancellation
To cancel a booking, professionals must:
- Log into their Plan Checker account.
- Navigate to "My Jobs"
- Select the relevant Job.
- Click the "Cancel Job" button.
- Complete the cancellation form, including the reason for cancellation and supporting evidence if applicable.
- Submit the cancellation request.
Professionals must also notify the client directly through the platform's messaging system as soon as possible.
6.4 Professional Substitution
Rather than cancelling, professionals may arrange for a substitute qualified professional to perform the service, subject to:
- The substitute professional being verified on the Plan Checker platform.
- The substitute professional having equivalent or superior qualifications.
- Client approval of the substitution
- The original professional remaining responsible for the quality of service
7. Automatic Cancellations
Jobs may be automatically cancelled by the system under the following circumstances:
7.1 Payment Failures
If payment for a Job fails after multiple attempts and is not resolved within 24 hours of notification.
7.2 Verification Failures
If a professional's verification status becomes invalid and is not resolved prior to the scheduled service date.
7.3 Account Suspension
If either the client's or professional's account is suspended for policy violations prior to the service date.
7.4 Extended Non-Response
If either party fails to respond to critical Job related communications for more than 48 hours prior to the scheduled service.
8. Refund Process and Timeframes
8.1 Standard Refund Process
- The cancelling party submits a cancellation request through their account.
- Plan Checker reviews the cancellation against this Policy. All approved refunds are executed via Stripe.
- If approved, the refund is processed according to the applicable refund rate.
- Notification is sent to both parties regarding the cancellation and refund status.
8.2 Refund Timeframes
- Payments made by credit or debit card: 5-10 business days.
- Payments made by bank transfer: 7-14 business days.
- Payments made through other methods: Timeframe varies by payment method.
8.3 Refund Method
Refunds will be processed using the same payment method used for the original transaction unless technically impossible, in which case an alternative refund method will be arranged.
8.4 Inactive Funds
If a Professional does not withdraw available funds within 90 days after they become available, Plan Checker may, at its discretion, automatically process the disbursement to the Professional's designated payment method. If the Professional cannot receive funds due to regulatory or other restrictions, Plan Checker will safeguard such funds until either the Professional can withdraw them, or Plan Checker is required by law to remit them to the appropriate authority.
9. Escrow-Like Protections
9.1 Fixed-Price Services
For fixed-price services, Client funds become available to Professionals only following the expiration of the five-day security period. The security period begins after Client accepts work submitted by Professional and approves payment. During this period, Clients may raise disputes regarding the quality or completeness of deliverables.
9.2 Hourly Services
For hourly services, funds become available to Professionals after a 5-day security and dispute period. Clients have this period to review work and raise any concerns about reported hours or work quality.
10. Dispute Resolution
10.1 Disputed Cancellations
If either party disputes a cancellation decision, they may:
- Submit a formal dispute through their account within 14 days of the cancellation.
- Provide any relevant evidence supporting their position.
- Wait for review by Plan Checker's dispute resolution team.
10.2 Resolution Process
Plan Checker will:
- Review all submitted information from both parties.
- Consider the circumstances against this Policy.
- Make a determination based on the evidence provided.
- Communicate the decision to both parties.
10.3 Final Decision
Plan Checker's decision regarding cancellation disputes is final within the platform, though users may have additional rights under consumer protection laws or may utilize Alternative Dispute Resolution services as outlined in our Terms of Use.
11. Special Circumstances
11.1 Service Quality Issues
If a client is dissatisfied with the quality of service provided, they should:
- Report the issue to Plan Checker within 7 days of service completion.
- Provide specific details about how the service failed to meet the agreed standards.
- Include supporting evidence such as photographs or documentation.
Refunds for quality issues will be evaluated on a case-by-case basis.
11.2 Force Majeure Events
In the event of Force Majeure:
- The affected party must notify the other party and Plan Checker as soon as possible.
- The booking may be rescheduled without penalty if both parties agree.
- If rescheduling is not possible, a full refund of Service Fees will typically be processed.
- Platform fees may be partially retained to cover administrative costs, particularly if significant platform resources have already been utilized.
11.3 Regulatory or Compliance Issues
If a service cannot be completed due to unforeseen regulatory or compliance issues:
- The professional must document the specific regulatory barrier.
- The client will receive a full refund of service fees.
- Platform fees may be partially retained to cover administrative costs.
- The professional will not be penalized if the issue was not reasonably foreseeable.
12. Platform Fee Refunds
12.1 Platform Fee Refund Eligibility
Platform fees may be refunded in the following circumstances:
- When required by consumer protection laws
- When a service is cancelled more than 7 days in advance
- When cancellation is due to Platform technical issues
- At Plan Checker's discretion for exceptional circumstances
12.2 Non-Refundable Platform Fees
Platform fees are generally non-refundable in the following circumstances:
- Cancellations made less than 3 days before the scheduled service.
- After a service has commenced
- When a client has repeatedly booked and cancelled services
- When a booking has required significant platform resources
13. Changes to this Policy
We may update this Cancellation and Refund Policy from time to time. Changes will be effective upon posting on the Platform with an updated "Effective Date." For material changes, we will provide notification via email or through the Platform.
14. Contact Information
For questions regarding this Cancellation and Refund Policy, please contact:
Plan Checker (Trading Name of Elegance Engineering Ltd.)
Email: info@planchecker.co.uk
Company Registration No: 15900115
Registered in England and Wales
By using Plan Checker, you acknowledge that you have read, understood, and agreed to this Cancellation and Refund Policy.