This policy explains when we refund an order and how to ask for one. It sits alongside our Terms and Conditions, which set out the full contract between you and us.
When we refund in full
If we cannot locate the documents you have paid for at the address you gave us, we refund that order in full. You are never charged for a document we cannot supply.
When we cannot refund
If we have supplied the correct documents for the property, land or address you ordered, we cannot offer a refund. The documents are retrieved and issued as soon as your order is processed, and they cannot be returned once sent.
Please check the address carefully before ordering. If you are unsure whether a document exists for a property, contact us before you buy and we will help.
Orders containing several documents
If you order more than one document and some are unavailable, we send you everything that is available and refund the items that are not. You do not need to do anything for this. If you believe an item has been missed, email This email address is being protected from spambots. You need JavaScript enabled to view it. with your order number.
Conveyancing Pack
The Conveyancing Pack contains whatever deeds and filed documents HM Land Registry holds for a property. Sometimes that is several documents. Sometimes it is a single document.
We cannot tell you what a pack contains before the search is carried out, and we are not responsible for the content of the documents themselves. Where documents are held, we supply what is available and the fee stands, whether that turns out to be one document or several. The fee covers the search and retrieval rather than a guaranteed number of documents.
If you would like to know what is available before committing to the pack, order the Title Register first and contact us. We can then tell you what else is held for that property.
Fast Track
If you pay for the one hour Fast Track service and we do not deliver within one hour, we refund the Fast Track fee in full. Your order still goes ahead and your documents are still supplied, so the document fee stands.
Cancelling before we process your order
You can cancel at any point before we process your order. Email This email address is being protected from spambots. You need JavaScript enabled to view it. with the email address you used to buy and your order number, and we will cancel and refund in full.
Once we have processed your order and the documents have been retrieved, we cannot cancel or refund it.
Delays outside our control
We depend on HM Land Registry, Registers of Scotland, Land and Property Services in Northern Ireland and Tailte Éireann in the Republic of Ireland. We make no guarantee about the availability of those services.
If one of those platforms is slow or unavailable, your documents may arrive later than expected. We will keep you updated where there is a delay. A delay caused by one of those services is not on its own grounds for a refund, because the documents are still supplied.
Northern Ireland orders
Where an order is placed for documents in Northern Ireland, we reserve the right to withhold five pounds from any refund. This covers the cost of checking the Land Web NI portal, which is incurred whether or not a document is found.
How to request a refund
Email This email address is being protected from spambots. You need JavaScript enabled to view it. with:
• the email address you used to place the order
• your order number
• the property address
We aim to reply the same working day, Monday to Friday.
How refunds are paid
Refunds are returned to the card or account used to pay. Once we have processed a refund it usually reaches you within five working days, depending on your bank or card provider.
Your legal rights
Nothing in this policy affects your legal rights as a consumer.
When you place an order you agree to immediate supply of your documents and acknowledge that this ends the cancellation period once they have been sent. This is set out in our Terms and Conditions.
Contact
Land Registry UK This email address is being protected from spambots. You need JavaScript enabled to view it.
Land Registry UK is a trading name of 8Forty AE. Land Registry UK is an independent service and is neither owned nor operated by HM Land Registry or the UK Government.