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Refund Policy

Last Updated: June 2026
 

Overview

Tenant Advocacy UK is committed to providing a fair, transparent and professional service. This Refund Policy explains the circumstances in which refunds or appointment changes may be available.

Our aim is always to be fair and reasonable. If unexpected circumstances affect your appointment, please contact us as soon as possible and we will do our best to help.
 

Cancellations Made by Clients

Clients who cancel or request to reschedule an appointment with at least 24 hours’ notice may choose to:

  • Reschedule their appointment to a mutually convenient date; or

  • Request a full refund.
     

Cancellations Made with Less Than 24 Hours’ Notice

Where less than 24 hours’ notice is provided, refunds will not normally be available, as appointment times are reserved exclusively for each client and may not be capable of being reallocated at short notice.

However, Tenant Advocacy UK recognises that genuine emergencies and unforeseen circumstances can arise. Requests for a refund or rescheduling in these situations will be considered on a case-by-case basis, with the aim of reaching a fair and reasonable outcome.
 

Failure to Attend an Appointment

If a client fails to attend a scheduled appointment without prior notice, or cannot be contacted at the agreed appointment time, the appointment will normally be treated as a missed appointment and no refund will be issued.

Where appropriate, Tenant Advocacy UK may, at its sole discretion, offer an opportunity to reschedule.
 

Cancellation by Tenant Advocacy UK

If Tenant Advocacy UK needs to cancel or rearrange an appointment due to unforeseen circumstances, clients will be offered the choice of:

  • A full refund; or

  • Rescheduling the appointment to a mutually convenient alternative date and time.
     

Work Already Undertaken

Where work has commenced before a cancellation request is received, including reviewing documentation, preparing correspondence or undertaking advocacy activities, Tenant Advocacy UK reserves the right to make a reasonable deduction or decline a refund where appropriate.
 

Contact

​If you wish to discuss a cancellation or request a refund, please contact Tenant Advocacy UK using the contact details provided on our website. Each request will be considered fairly, compassionately and in accordance with this policy.

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