Refunds and Cancellations

Last updated: 16 April 2026

(a) Your 14-day right to cancel. If you are a consumer buying at a distance under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day of purchase to cancel and receive a full refund, unless paragraph (b) applies.

(b) Starting work during the 14 days. Because we begin preparing your calculations as soon as you pay, you will be asked at checkout to tick a box confirming that (i) you expressly request us to start work immediately, and (ii) you understand that you lose your right to cancel once the PDF calculation has been delivered to you. If you cancel after we have started work but before delivery, we will refund the fee less a proportionate amount reflecting the work done (Regulation 36(4)).

(c) Refunds if we cannot help. If, after reviewing your inputs, we decide we cannot safely or reasonably undertake the design (for example, because the element is outside our scope or we need additional information you cannot provide), we will tell you and refund you in full.

(d) Once the PDF is delivered. Because the deliverable is a bespoke digital design and cannot be unsent, no refund is available after delivery of the PDF, except where required by law or where paragraph (e) applies.

(e) Errors in our work. If the PDF contains an error caused by us, contact us within 14 days of delivery and we will correct it at no additional charge. This does not affect your statutory rights under the Consumer Rights Act 2015 (reasonable care and skill).

(f) Errors or changes in your information. We rely on the information you provide at checkout. If the inputs were wrong, incomplete, or change later, a re-issued design will be treated as a new order and charged accordingly.

(g) Building Control queries. We will respond to reasonable Building Control queries on the calculation as supplied, at no additional charge, for 90 days after delivery. Scope changes, redesigns, or new elements are new orders.

(h) Disputes. Please contact us first at info@fmstructural.co.uk. Refunds under this clause are your exclusive remedy for fee disputes. Nothing in this clause limits our liability for death, personal injury, fraud, or any liability that cannot be excluded under UK law.

(i) Not a waiver of PI claims. A refund under this clause is a commercial goodwill measure and is not an admission of negligence or liability. Any design-liability claim is handled separately under our Professional Indemnity cover.