Last Updated: May 2026
Your rights matter to us. As a consumer, you have statutory cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This policy sets out those rights, how to exercise them, and what refunds you are entitled to at each stage of your instruction.
You have the right to cancel your service agreement with Oxthorpe Barwell within 14 calendar days from the date on which the agreement is signed, without giving any reason.
This cancellation period applies to all new service agreements. If you exercise this right within the 14-day period, you are entitled to a full refund of any amounts paid, subject to the provisions set out in Section 3 below regarding work already commenced.
To cancel your service agreement, you must notify us in writing before the end of the 14-day cancellation period. You may do this by:
Please include in your cancellation notice:
We will acknowledge receipt of your cancellation in writing — by the same method you used to contact us — within 2 working days.
If you request that we begin work during the 14-day cancellation period, and you then exercise your right to cancel, you acknowledge that you may be charged for the proportion of work completed up to the point of cancellation.
We will calculate any deduction on a reasonable basis, proportionate to the work carried out. We will provide you with a written breakdown of any deduction made before processing your refund.
If you do not request that we begin work during the 14-day period, you are entitled to a full refund of your Stage 1 payment with no deductions if you cancel within that period.
By requesting that we begin work before the end of the Cooling‑Off Period, you acknowledge that:
The following table sets out the refund position at each stage of your instruction. Fees are quoted individually in writing before each stage commences — no stage fee is payable until it has been agreed and confirmed.
| Stage | Within 14-Day Period | After 14-Day Period |
|---|---|---|
| Stage 1 Initial Administrative Assessment |
Full refund if work not commenced. Pro-rata deduction if work has begun, based on proportion completed. | No refund once Stage 1 work has been completed and the administrative assessment delivered. |
| Stage 2 Document Preparation & Consultancy Fee |
Stage 2 is not charged until Stage 2 work commences. Cancellation at this point relates to Stage 1 only (see above). | No refund once Stage 2 work has been completed and documentation issued. If Stage 2 has been agreed and paid but not yet commenced, a full refund of the Stage 2 fee will be issued. |
| Stage 3 Administrative Pack Completion Fee |
Stage 3 is not charged until Stage 3 work commences. | No refund once Stage 3 work has been completed and the administrative pack delivered. If Stage 3 has been agreed and paid but not yet commenced, a full refund of the Stage 3 fee will be issued. |
In all cases, a stage is considered "commenced" when we have begun active work on the deliverables for that stage. We will confirm in writing when each stage commences.
You may cancel your instruction at any time after the 14-day cancellation period by notifying us in writing. In this case:
We will confirm the position in writing within 5 working days of receiving your cancellation notice.
Where a refund is due, we will process it within 14 calendar days of:
Refunds will be made to the original payment method unless otherwise agreed in writing. We will not charge you any fee for processing a refund.
If you are unhappy with how we have handled a cancellation or refund request, please contact us in writing. We will acknowledge your concern within 5 working days and aim to resolve it within 28 days.
If we are unable to resolve your complaint to your satisfaction, you may refer your complaint to an alternative dispute resolution (ADR) scheme or seek independent legal advice. Details of relevant schemes will be provided upon request.
Please contact us by email or post using the details below. Include your name, case reference (if applicable), and the date of your service agreement.
Oxthorpe Barwell
123 Stratford Road, Shirley, Solihull, B90 3ND
Email: info@oxthorpebarwell.co.uk
Tel: 0121 838 4460 | Mon–Fri, 9:30am–5:00pm