Chapter B Cancellation and Refund Policy

1. About This Policy

This policy explains:

• how to cancel a Chapter B service;
• when you may receive a refund;
• when we may keep part of your payment; and
• how refunds are processed.

This policy should be read together with:

• our Terms & Conditions;
• your booking confirmation;
• the details of your package; and
• any extra terms agreed with you in writing.

This policy does not affect your legal rights as a consumer.

2. About Chapter B

• Legal Business Name: Foxhorn Ltd
• Trading Name: Chapter B
• Company Number: 16499079
• Registered Office: 40 Young Street, Cambridge, CB1 2LZ, United Kingdom

Throughout this Policy, references to:

• "Chapter B", "we", "us" and "our" mean Foxhorn Ltd trading as Chapter B.
• "You" and "your" mean the customer who buys or uses our services.

3. Your 14-Day Right to Cancel

If you buy our service online, by telephone or through WhatsApp, you will normally have 14 days to cancel. If you ask us to begin providing the services during this 14-day period, your cancellation rights and any refund available may be affected, as explained in Sections 4 and 7 of this Policy.

The 14-day period starts on the day after your contract with Chapter B begins.

Your contract normally begins when:

• we accept your booking; and
• we receive any payment or deposit required.

You do not need to give a reason when cancelling within this period.

4. Starting the Service Early

Some customers may want us to start work before the 14-day cancellation period ends.

This may include:

• a consultation;
• discussing your needs;
• searching for accommodation;
• preparing property lists;
• contacting landlords or letting agents;
• arranging viewings;
• planning your arrival;
• planning your move-in support; or
• providing another service included in your package.

Before we start early, we may ask you to confirm that you want us to begin.

If you ask us to start early:

• we may start work immediately;
• you may need to pay for work already completed;
• your refund may be reduced; and
• you may lose your right to cancel when the full service is completed.

We will not use a pre-ticked box to get your agreement.

5. How to Cancel

You must clearly tell us that you want to cancel.

You can cancel by:

• email;
• your Chapter B account, if this option is available;
• the contact form on our website; or
• another written method accepted by Chapter B.

Please include:

• your full name;
• the email address used for your booking;
• your order or booking number;
• the service or package you bought;
• the purchase date; and
• a clear message saying that you want to cancel.

Your cancellation starts when we receive your request.

6. Cancelling Before Work Starts

If you cancel within the 14-day period and we have not started any work, you will normally receive a full refund.

We will not charge a cancellation fee in this situation.

7. Cancelling After Work Starts

If you asked us to start work early and then cancel, we may keep a fair amount for work already completed.

This may include:

• consultations already provided;
• time spent understanding your needs;
• property or area research;
• personalised property lists;
• messages sent to landlords or letting agents;
• viewings arranged or attended;
• arrival or move-in planning;
• documents or guidance prepared;
• staff or contractor time; and
• any other Chapter B service already provided.

We will only retain an amount that reasonably reflects the services already provided and any non-recoverable costs reasonably incurred before your cancellation.

Where possible, we will explain how we calculated your refund.

8. Fully Completed Services

If the full service has already been completed, it will normally be non-refundable.

You may lose your 14-day cancellation right when:

• you asked us to start early; and
• you agreed that your cancellation right would end after the full service was completed.

You may still have the right to a solution or refund if:

• we did not provide the service with reasonable care and skill;
• the service was very different from what was agreed;
• we broke the contract; or
• the law requires a refund.

9. Cancelling After 14 Days

You may still ask to cancel after the 14-day period.

However, a full refund is not guaranteed.

We will consider:

• how much work has been completed;
• whether appointments or viewings were arranged;
• whether personalised work was prepared;
• whether staff time was reserved;
• whether travel was completed; and
• the reason for the cancellation.

We will deal with each request fairly.

10. Consultations

Where a consultation has been fully delivered, it will normally be non-refundable unless otherwise required by law.

If you cancel before the consultation, any refund will depend on:

• how much notice you gave;
• whether we already completed preparation work;
• whether you are still within the 14-day period; and
• the terms shown when you booked.

Where possible, we may allow you to change the consultation date instead of cancelling.

11. Personalised Work

Many Chapter B services are prepared specially for each customer.

This may include:

• accommodation research;
• personalised property lists;
• area recommendations;
• relocation plans;
• communication with third parties;
• viewing preparation; and
• arrival or move-in planning.

If this work has already been completed, we may reduce your refund by a fair amount.

12. Appointments, Viewings and Accompaniment

Please contact us as early as possible if you need to cancel or change:

• a consultation;
• a property viewing;
• an accompaniment service;
• an airport meeting; or
• another scheduled appointment.

If a landlord, letting agent or another third party cancels an appointment, we will try to:

• rearrange it;
• find another suitable option; or
• adjust the service.

A third-party cancellation does not always mean that the full Chapter B package will be refunded, especially if other work has already been completed.

13. Missed Appointments

If you miss a confirmed appointment without giving reasonable notice, the appointment may be treated as completed where:

• a Chapter B team member attended;
• staff time was reserved;
• travel was completed; or
• the appointment could not reasonably be moved.

We may allow you to book another appointment, but an extra charge may apply if more staff time or travel is needed.

14. Accommodation Results

Chapter B cannot guarantee that:

• we will find accommodation;
• a property will remain available;
• a landlord or letting agent will reply;
• your application will be accepted;
• you will pass referencing; or
• you will receive a tenancy offer.

You will not normally receive a refund only because:

• you change your preferred location, budget or requirements;
• a property becomes unavailable;
• a landlord rejects your application;
• you choose not to take an available property;
• you do not provide the required documents;
• you do not respond to us; or
• a third party makes a decision outside our control.

We are still responsible for providing our own services with reasonable care and skill.

15. Third-Party Services and Payments

Some Chapter B services may involve third parties, such as:

• landlords or letting agents;
• accommodation providers;
• transport providers;
• utility companies;
• internet or mobile providers;
• ticket providers;
• contractors; or
• other external organisations.

You will normally make any payment directly to the third party.

Chapter B does not normally:

• collect third-party payments;
• hold money for third parties;
• pay third-party costs on your behalf; or
• control the third party's cancellation or refund process.

Before making any payment, you should check the third party's:

• price;
• terms and conditions;
• cancellation rules;
• refund policy; and
• contact details.

Any request to cancel a third-party service or receive a refund must normally be made directly to that third party.

Chapter B is not responsible for refunding money paid directly to a third party.

Where possible, we may help you understand who to contact, but we cannot guarantee that the third party will provide a refund.

Where Chapter B has paid or become legally committed to pay reasonable third-party costs on your behalf with your knowledge or agreement, those costs may be deducted from any refund where permitted by law and where they cannot reasonably be recovered.

16. Add-On Services

If you buy an extra service from Chapter B, this policy will also apply to that service unless we clearly tell you different terms before you buy it.

Cancelling an add-on does not automatically cancel your main package.

Cancelling your main package does not automatically cancel any separate service you bought directly from a third party.

17. Payment Plans

If we allow you to pay in instalments, cancelling does not remove your responsibility to pay for:

• services already provided;
• work already completed; or
• amounts already due.

If the work completed is worth more than the amount you have already paid, you may still need to pay the remaining balance.

If you paid more than the amount we are allowed to keep, we will refund the difference.

18. Discounts and Promotional Offers

If you used a discount or promotional code, your refund will be based on the amount you actually paid.

Promotional codes do not have a cash value.

If you cancel only part of a discounted package, we will calculate the refund fairly based on the work already completed.

19. When a Refund May Be Reduced or Refused

Subject to your legal rights, your refund may be reduced or refused where:

• the full service has already been completed;
• a consultation has already happened;
• personalised work has already been completed;
• you asked us to start early;
• you gave false or incorrect information;
• you did not provide required documents;
• you stopped responding;
• you missed a confirmed appointment;
• we ended the service because of serious misconduct;
• you seriously broke our Terms & Conditions; or
• the problem was caused by a third party outside our control.

Any amount kept by Chapter B will be reasonable and connected to work already completed.

20. Cancellation by Chapter B

We may cancel, pause or end a service where:

• we do not have the staff or capacity;
• continuing would be unsafe or unlawful;
• an event outside our control prevents the service;
• you do not make an agreed payment;
• you give false or misleading information;
• you repeatedly fail to cooperate;
• you are abusive, threatening or discriminatory;
• you seriously break our Terms & Conditions; or
• our Terms & Conditions allow us to end the service.

If we cancel because we cannot provide the service and the cancellation is not your fault, we will normally refund the part of the Chapter B service that was not provided.

If part of the package was already completed, the refund will normally only cover the remaining part.

21. Problems With Our Service

Please contact us if you believe:

• the service was not provided with reasonable care and skill;
• the service was different from what was agreed;
• part of the service was not completed; or
• the service was not completed within the agreed or reasonable time.

Depending on the situation, we may:

• repeat part of the service;
• correct the problem;
• complete the missing service;
• reduce the price; or
• provide a full or partial refund.

22. How We Send Refunds

Approved refunds will normally be returned to the original payment method.

If this is not possible, we may agree another safe payment method with you.

We may ask for information to confirm:

• your identity;
• your booking;
• your original payment; and
• where the refund should be sent.

We will never ask for your full card password or online banking password.

23. Refund Times

Where you have a legal right to cancel, we will process any refund due without undue delay and, where applicable, within the time required by consumer protection law. Where we are entitled to deduct an amount for services already provided or non-recoverable costs, we may first calculate the refund due before processing payment.

If work has already started, we may first need to calculate:

• the work completed;
• the amount you paid; and
• the refund due.

After we process the refund, your bank, Stripe or payment provider may take more time to show the money in your account.

24. Chargebacks and Payment Disputes

Please contact Chapter B before starting a chargeback so that we have a chance to investigate the problem.

This does not remove your legal right to contact your bank or card provider.

A dishonest or false chargeback may result in:

• your service being paused;
• your account being suspended;
• recovery of money legally owed; or
• the matter being reported to the payment provider or another authority.

25. Complaints

If you are unhappy with a cancellation or refund decision, you can make a complaint.

Please provide:

• your full name;
• your order or booking number;
• important dates;
• the reason for your complaint; and
• any supporting information.

We will review your complaint under our Complaints Procedure.

Making a complaint does not affect your legal rights.

26. Changes to This Policy

We may update this policy when there are changes to:

• our services;
• our payment process;
• our business operations;
• consumer law; or
• official guidance.

The latest version will be available on the Chapter B website.

Changes will not normally apply to bookings already confirmed unless:

• the law requires the change;
• the change benefits you; or
• you agree to it.

27. Governing Law

This policy is governed by the laws of England and Wales.

Your legal consumer rights are not removed by this section.

28. Contact Us

To cancel a service or request a refund, please use the contact details shown on the Chapter B website.

Chapter B is a trading name of:

• Foxhorn Ltd
• Company Number: 16499079
• Registered Office: 40 Young Street, Cambridge, CB1 2LZ, United Kingdom

Simple Cancellation Form

You may use the wording below, but you do not have to use this exact form.

To Chapter B,

I want to cancel the following service:

• Service or package:
• Order or booking number:
• Booking date:
• Full name:
• Email address:
• Date of cancellation request: