Refund Policy
This Refund Policy explains when refunds may or may not be available for Water Efficiency Reports and related calculation documents purchased through WaterCalculations.co.uk.
1. About This Policy
WaterCalculations.co.uk is operated by One Stop Consult Ltd, a company registered in England and Wales under company number 10891161 and VAT registration number 287 3047 81.
This policy applies to Water Efficiency Reports, Part G Calculation Schedules and related digital calculation documents purchased through WaterCalculations.co.uk.
Nothing in this policy affects any statutory rights that cannot lawfully be excluded or restricted.
2. Report Generation Begins Immediately
Following successful payment, generation of your Water Efficiency Reports and associated calculation documents will normally begin immediately.
The documents are generated using the project, dwelling, plot and water efficiency information supplied by you during the calculation and purchase process.
Because the reports are produced specifically for your project, they are not standard off-the-shelf documents that can simply be returned or resold.
3. Refunds After Reports Have Been Generated
Once your Water Efficiency Reports and associated calculation documents have been generated, we do not normally provide refunds simply because you change your mind or no longer require the documents.
Once a report has been generated or issued, we cannot withdraw it or reliably determine whether it has already been downloaded, saved, copied, forwarded, shared with another professional or submitted to Building Control or another third party.
For this reason, generated reports are treated as fulfilled digital orders and are not normally refundable on a change-of-mind basis.
4. Customer Input Errors
Refunds are not normally provided where a report is incorrect because inaccurate, incomplete or unsuitable information was entered by the customer.
This may include, for example:
- incorrect property or project details;
- incorrect plot numbers or addresses;
- incorrect dwelling types or bedroom numbers;
- incorrect fixture or fitting quantities;
- incorrect flush volumes, flow rates or bath capacities;
- incorrect appliance consumption information;
- incorrect manufacturer specifications;
- incorrect target selection; or
- incorrect company details or branding supplied for the report.
You are responsible for reviewing your calculation and project information before completing your purchase.
5. Project or Specification Changes
Refunds are not normally provided where the project changes after the report has been generated.
This includes changes to the property design, dwelling specification, sanitary fittings, appliances, flow rates, flush volumes, addresses, plot assignments, water efficiency target or other project information.
Where changes are made after report generation, a revised calculation or new report may be required.
We are not obliged to regenerate a completed report free of charge where the need for revision results from customer input errors or subsequent project changes.
6. Changing Your Mind or Using Another Provider
Once reports have been generated, refunds are not normally available because:
- you no longer require the report;
- you decide not to proceed with the project;
- you decide to use another consultant or provider;
- your client no longer requires the documents;
- you submitted the report elsewhere and later changed your mind; or
- you purchased the report in error after confirming the order.
This is because the project-specific documents have already been generated and supplied for your use.
7. Errors Caused by Our System
If you believe a report contains an error caused by the Water Calculations system or report generation process, please contact us as soon as reasonably possible.
We will investigate the issue and, where appropriate, may correct or regenerate the affected documents without additional charge.
We may ask you to provide information that allows us to identify the order, calculation and alleged error.
A refund will not automatically be issued where the issue can reasonably be corrected by providing an accurate replacement or regenerated report, subject to your applicable statutory rights.
8. Failed Report Generation or Non-Delivery
If payment is taken but we are unable to generate or provide the purchased reports because of a technical failure, please contact us.
We will normally first attempt to resolve the problem and provide the documents you purchased.
If we are unable to provide the purchased service within a reasonable period, we will consider the appropriate remedy, which may include a refund where required.
9. Building Control Decisions
A refund is not normally available solely because a Building Control body, local authority, registered building control approver or another third party requests additional information or does not accept a report.
WaterCalculations.co.uk does not issue Building Regulations approval and cannot guarantee that any particular third party will accept a report.
Where a query relates to the calculation itself, please contact us and we will review the matter where appropriate.
10. Consumer Cancellation Rights
Where you purchase as a consumer, you may have statutory cancellation rights for certain online purchases.
However, because our reports are generated and supplied digitally and report generation normally begins immediately after payment, you may be asked during checkout to expressly request immediate supply and acknowledge the effect this may have on your statutory right to cancel.
Where the law allows your cancellation right to be lost once immediate digital supply or performance begins and the required consent and acknowledgement have been given, you will not normally be able to cancel simply because you have changed your mind after generation has begun.
Nothing in this policy removes rights that applicable law says cannot be excluded.
11. Statutory Rights
This policy does not affect your statutory rights.
Where applicable law gives you a right to a remedy because the service or digital content is faulty, materially not as described, not supplied as agreed or otherwise fails to meet applicable legal requirements, those rights remain unaffected.
Depending on the circumstances, an appropriate remedy may include correction, repeat performance, replacement, price reduction or refund where required by law.
12. Payment Disputes and Chargebacks
If you believe there is a genuine problem with your order, please contact us before raising a payment dispute or chargeback so that we have an opportunity to investigate and resolve the matter.
We may provide relevant order information, report generation records, account records and delivery information to our payment provider where reasonably necessary to respond to a payment dispute.
13. How to Request a Review
If you believe you are entitled to a refund, correction or other remedy, contact us at:
support@watercalculations.co.uk
Please include your order number, the email address used for the purchase and a clear explanation of the issue.
We may request additional information where reasonably necessary to investigate the matter.
14. Contact Us
Questions about this Refund Policy can be sent to:
Water Calculations
Operated by One Stop Consult Ltd
Company No. 10891161
VAT Registration No. 287 3047 81
2 Short Street
Nuneaton
CV10 8JF