Returns Policy
Last updated: 25 September 2026
Contents
- 1. Scope
- 2. Third-party products ordered through the platform
- 3. Subscriptions and licence fees
- 4. Clients who pay us directly
- 5. Billing errors
- 6. Contact us
- 7. Cancellation form
1. Scope
ProConvey Limited supplies software and digital services. We do not sell physical goods, so there is nothing to return by post. This policy explains cancellations and refunds. Sections 2 and 3 apply to businesses. Section 4 applies to clients of conveyancers and estate agents who pay us directly as consumers. It forms part of our Terms and Conditions.
2. Third-party products ordered through the platform
If your business orders any of the following, it cannot be cancelled or refunded once it has been submitted, because we order it from third parties or government bodies on your behalf:
- ID checks
- AML checks
- source of funds checks
- property searches
- indemnity insurance
- title deeds and HM Land Registry official copies
- HM Land Registry submissions
- document retrieval
- payment on account fees
- GOV.UK submissions, including SDLT returns
3. Subscriptions and licence fees
Fees, invoicing, renewal and termination are set out in your organisation's licence agreement. Where the licence agreement provides for a refund, it applies.
4. Clients who pay us directly
This section applies if you are a consumer and your conveyancer or estate agent asked you to pay us directly, for example for property searches or a Fast Track Sale package.
Your right to cancel. You have the right to cancel within 14 days, starting on the day after the contract is made (when your payment is accepted), without giving a reason.
Because we start straight away. On the payment page you ask us to place the order as soon as you pay. This means:
- if you cancel before we have fully provided the product, we will refund what you paid less a proportionate amount for what we have already provided or ordered from suppliers up to the time you told us you were cancelling; and
- once we have fully provided the product within the 14 days, you can no longer cancel.
How to cancel. Tell us clearly that you want to cancel, by email to support@proconvey.co.uk or by post to ProConvey Limited, 45 Fitzroy Street, London, England, W1T 6EB. Please include your name, the property address and the date you paid. You can use the form in section 7, but you do not have to. To meet the deadline, you only need to send your message before the 14 days end.
Refunds. We will refund you within 14 days of the day you tell us you are cancelling, using the same payment method you used, unless you expressly agree otherwise. You will not pay any fee for the refund.
If something goes wrong. If we cannot provide what you paid for, we will refund you in full. If a product was not provided with reasonable care and skill, you have other rights under the Consumer Rights Act 2015, and nothing in this policy affects them. Questions about your transaction, or about a payment on account you made to your conveyancer, should go to your conveyancer or estate agent.
5. Billing errors
If you think an invoice or payment is wrong, email accounts@proconvey.co.uk as soon as you can, with the invoice or payment details and what you think is wrong. We will look into it and correct any error.
6. Contact us
ProConvey Limited is registered in England and Wales, company number 13905278, registered office 45 Fitzroy Street, London, England, W1T 6EB.
7. Cancellation form
Complete and return this form only if you wish to cancel the contract.
To: ProConvey Limited, 45 Fitzroy Street, London, England, W1T 6EB. Email: support@proconvey.co.uk
I hereby give notice that I cancel my contract for the supply of the following service: [product, for example property searches or Fast Track Sale package, and the property address]
Ordered on: [date]
Name of consumer: [your name]
Address of consumer: [your address]
Signature of consumer (only if this form is sent on paper): [signature]
Date: [date]
