Refund Policy | Move-Nest

Overview

Move-Nest wants you to feel confident when booking your Energy Performance Certificate. Our refund policy is designed to be fair, transparent, and compliant with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

Cancellation by you

3 or more working days before your appointment

You are entitled to a full refund of all amounts paid, including any add-ons (floor plan, photos). The refund is processed automatically to your original payment method via Stripe, typically within 5–10 working days.

Fewer than 3 working days before your appointment

Cancellations made within 3 working days of your booked appointment date are non-refundable. This is because your assessor has committed time to your booking and may be unable to fill the slot at short notice.

Assessor no-show

If your accredited assessor fails to attend your booked appointment without prior notice, you are entitled to a full refundof all amounts paid, or a free rescheduled appointment at your choice. We will contact you within 24 hours to arrange this. A no-show is also recorded against the assessor's rating on our platform.

Customer no-show or no access

If our assessor attends your property at the agreed time but is unable to gain access (no one at home, access refused, or incorrect address provided), the booking is treated as completed and no refund will be issued. You will need to book and pay again.

If you are unable to provide access, please contact us as early as possible on info@move-nest.co.uk. We will try to reschedule where the cancellation notice is sufficient.

Add-ons (floor plan & professional photos)

Add-ons are refunded in full if you cancel within the eligible cancellation window above. If you cancel after the 3 working day threshold, add-on fees are also non-refundable. If your assessor is unable to complete an add-on (e.g. equipment failure), a full refund for that specific add-on will be issued automatically.

How to cancel

You can cancel your booking at any time through your customer tracking portal at /track/[your-token] (link emailed at booking), or by emailing info@move-nest.co.uk with your booking reference. Cancellations are processed within 1 working day.

Disputes

If you are unhappy with our refund decision, please follow our formal complaints procedure. We aim to resolve all disputes within 14 days. If we cannot agree, you may refer your complaint to the Citizens Advice consumer service or seek redress under the Consumer Rights Act 2015.

Refund amounts

Refunds are issued for the full amount paid with no deductions.

Contact

For refund enquiries: info@move-nest.co.uk
Move-Nest Property Limited · Company No. 16708319 · Registered in England & Wales