Refund & Cancellation Policy — ConnectLettings
Last updated: 14 October 2026 (Version 1.2)
This policy covers paid services purchased from Connect Lettings Limited via the ConnectLettings app or websites. The current paid services are tenant referencing (charged per applicant, at the level you choose), Zoopla listing publication (charged per listing), agreement e-signing (charged per tenancy agreement) and inventory report e-signing (charged per report). Generating a tenancy agreement is free of charge. The price of each service is the price displayed at the point of purchase; prices may change for future purchases, never for one already made. We are not registered for VAT, so no VAT is charged on these fees. The core ConnectLettings service is free; there are no subscriptions and nothing to cancel for free features. Tenants are never charged.
1. What you are buying
A referencing purchase pays for a referencing check to be ordered from our third-party referencing provider on the named applicant(s). When you confirm, we submit the order to the provider straight away; the provider invites the applicant and carries out the check under its own process. The provider's charge to us is incurred in full the moment the order is submitted, and we cannot recover it. For that reason, once a check has been submitted there is no refund. The purchase does not pay for any particular result, and no refund is due because a check returns an unfavourable, inconclusive, or unexpected outcome, because it cannot be finished, or because you decide not to proceed with an applicant.
2. Cooling-off and when work begins
If you buy as a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you normally have 14 days to cancel a service bought online. Each of our paid services starts as soon as you pay, because you ask it to: when you confirm a purchase you expressly request that we begin the service immediately, and you acknowledge that once the service has been fully performed you lose the right to cancel. If you cancel after the service has begun but before it has been fully performed, we may keep an amount in proportion to what has been provided up to the time you told us. Each section below says when that service is fully performed.
For referencing, in practice:
| Situation | Refund |
|---|---|
| You have paid but the check has not yet been submitted to the referencing provider (for example the app was closed before it could be) | Full refund |
| The check cannot be performed (e.g. provider unavailable, applicant details rejected and not corrected) | Full refund — automatic where the failure happens at the point of submission |
| The check has been submitted — at any stage after that, including within the first 14 days, and whether or not it has finished | No refund — the whole cost of the check is incurred on submission |
| You change your mind, the applicant withdraws, or the property is let to someone else after submission | No refund |
| The applicant, or a referee, does not respond or does not complete their part | No refund once the check has been submitted — we cannot make anyone respond; tell us and we will re-send the request |
| You entered the wrong applicant, or the wrong details, and the check has been submitted | No refund; a corrected check is a new purchase |
| The check has completed (any result) | No refund |
| Duplicate payment or billing error on our side | Full refund of the erroneous charge |
3. How to cancel or request a refund
Email support@connectlettings.com from your account email, saying what you want to cancel or have refunded and giving the payment reference (shown on your receipt or invoice). You can use the form of words in §8, but you do not have to. We respond within 5 working days. Approved refunds are returned to the card you paid with, normally within 5–10 working days depending on your bank.
Please contact us before asking your bank for a chargeback. Most problems can be put right faster directly, and a chargeback raised for a service that was delivered may lead to your account being suspended (see Terms §9.5).
4. Zoopla listing purchases
A Zoopla listing purchase pays for the publication of one listing on Zoopla. It is a one-off fee for the act of publishing; no part of it relates to how long the listing stays live. By purchasing you expressly request that publication begins immediately after payment. The service is fully performed the moment the listing goes live, which normally happens within moments of payment. From then on the fee is not refundable and the 14-day right to cancel no longer applies to it.
| Situation | Refund |
|---|---|
| The listing cannot be published after payment (e.g. rejected by Zoopla) | Full refund — automatic, no need to ask |
| The listing has gone live on Zoopla | No refund — the fee has been paid and the listing is complete |
| You change your mind, let the property, or remove the listing — at any time after it has gone live, including within the first 14 days | No refund |
| A live listing comes down because of a fault on our side | We publish it again at no charge. This is put right by re-publishing, not by a refund |
| The listing is live but Zoopla later suspends or removes it because of its content or a breach of Zoopla's rules | No refund |
| The listing attracts no enquiries, or the property is not let | No refund — the fee is for publication, not for a result |
| Duplicate payment or billing error on our side | Full refund of the erroneous charge |
Edits and status changes while the listing is live are free and are not separate purchases. Removing a listing from Zoopla and publishing it again later is a new listing purchase — the original fee is not reusable and is not refunded on removal.
5. Agreement and inventory report e-signing purchases
There are two separate purchases. Each is for one named document and is charged per document. By purchasing you expressly request that the service is made available immediately. Paying and sending happen together: you pay when you choose to send a document for signature, and it is sent as soon as the payment is confirmed — there is no option to pay now and send later. Neither pays for legal advice, for a review of what you send, or for any assurance that a signed document is valid or enforceable (see Terms §7.2A).
Agreement e-signing enables electronic signature of one tenancy agreement by each party, through our third-party signing provider, with an audit trail and a certificate of signature. Building, generating, downloading and sharing the agreement are free, so nothing in this section applies to them. The service is fully performed when the agreement is first sent for signature. From then on the fee is not refundable — whether or not anyone goes on to sign.
Inventory report e-signing enables electronic signature of one inventory report (a check-in report, a mid-tenancy report or a check-out report are each a separate purchase) by each party, through the same provider. It covers nothing else: building the inventory, sending it to your tenant for review, the review itself, publishing the final report, accepting it in the app, and generating, downloading, sharing or printing it are all free, so nothing in this section applies to them. The service is fully performed when the report is first sent for signature. From then on the fee is not refundable — whether or not anyone goes on to sign it. Sending the report to your tenant for review does not use up the purchase. A report prepared by someone else and uploaded to the app (for example a clerk's report) cannot be sent for signature, and we will not take payment for it.
| Situation | Refund |
|---|---|
| The service cannot be enabled after payment | Full refund |
| The payment went through but the document was not sent (for example the send failed, or the app closed before it could send) | Send it again at no further charge — the payment stays with that document. If you would rather not send it, full refund on request |
| The document has been sent for signature — at any stage after that, including within the first 14 days, and whether or not anyone has signed | No refund — the service has been performed |
| A party declines to sign, does not sign, or does not receive the request because the email address entered was wrong | No refund — we cannot compel anyone to sign or respond |
| The tenancy does not go ahead after the document was sent | No refund |
| Duplicate payment or billing error on our side | Full refund of the erroneous charge |
A failed send costs you nothing, and re-sending is free. If a paid request cannot be sent, it is not treated as used and you can send it again at no further charge. Sending the same document again (for example because a party did not receive it) is never charged a second time. We will never charge you twice for the same document.
Scope. Each purchase covers one document. It is not transferable to another document or tenancy, and it is not a quantity of signatures you hold — a second agreement (for example a replacement made after the first was shared) or another inventory report is a separate purchase if you send it for signing.
6. No account balance
We do not sell account balance, prepaid credit or any other stored value (Terms §9.3). Each service is paid for when you buy it, and the sections above say when it can be refunded.
| Situation | Refund |
|---|---|
| A discount or a fee waiver | Not refundable and has no cash value |
| A discount code used on an order that is then refunded, or that expires or is cancelled before payment | The use of the code is given back; the code itself has no cash value and is never paid out |
6A. Discount codes
We may issue discount codes at our discretion (Terms §9.4A). A code applies only to the service or services it names, may be limited to one account, can be used once per account unless we say otherwise, and only one code can be used on an order. It has no cash value. We may withdraw a code before it is used. A refund of an order bought with a code refunds what you actually paid; the discount is not paid out.
7. Your statutory rights
Nothing in this policy affects your statutory rights, including the right under the Consumer Rights Act 2015 to services performed with reasonable skill and care. If we fail to meet that standard, you may be entitled to a repeat performance or an appropriate price reduction regardless of the tables above. If we withdraw a paid service that you have paid for and not yet received, we refund it in full.
The cancellation right in §2 belongs to consumers. If you buy in the course of a business, §§1 and 3–6A apply to you but the statutory 14-day right does not.
8. Cancellation form
You can use this wording if you wish to cancel (it is not compulsory):
To Connect Lettings Limited, 5 Whitley Wood Road, Reading RG2 8HX — support@connectlettings.com I hereby give notice that I cancel my contract for the supply of the following service: [service] Ordered on: [date] · Payment reference: [reference] Name: [your name] · Account email: [email] · Date: [date]
Contact: Connect Lettings Limited, 5 Whitley Wood Road, Reading RG2 8HX, United Kingdom · support@connectlettings.com