This policy sets out how refunds and cancellations work across our two services. Your statutory rights under the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 are not affected. For the full contractual terms, see our Terms & Conditions.

1. Managed Redraw Service (professional CAD floor plans)

This covers orders placed through /order where our team produces a CAD floor plan, elevation or section from your sketch, photos or measurements.

1.1 Before work begins

• You may cancel for a full refund at any point before we allocate a draughtsperson and start work on your plan.
• Cancel by emailing web@houseplandirect.com quoting your order number.
• Refunds are processed to the original PayPal payment method within 5–7 working days.

1.2 After work has begun (partial refund)

• If drafting has started, we will refund the balance of your order minus a fair charge for the work already completed.
• We will send you a short breakdown of hours completed and any external costs before processing the refund.

1.3 After delivery of the final files

• We do not offer refunds once the final PDF, JPEG and DWG files have been delivered and accepted, because the digital service has been fully performed.
• If you believe the plan contains a conversion error that is our fault (for example we misread a room label or lost a dimension you gave us), tell us within 7 days of delivery and we will correct it free of charge.
• Where we are unable to correct a proven conversion error, you may be entitled to a partial or full refund at our reasonable discretion, in line with your statutory rights.

1.4 Digital-content statutory notice

Because our Managed Redraw is a digital service performed to your specifications and delivered by email, you accept that the standard 14-day “change-of-mind” cancellation right under the Consumer Contracts Regulations ends as soon as delivery begins with your agreement. This does not affect your right to a refund for faulty work.

2. Plan Measure Tool (self-service, free during beta)

This covers our browser-based Plan Measure tool at /measurement-tool. The tool is currently free to use during our public beta. Your uploaded plans stay in your browser — we do not process them on our servers. As no payment is taken, there is nothing to refund. If we reintroduce a paid tier in future, detailed refund terms will apply at that time and will be posted on this page before any charges are made.

3. Cancellation by us

We may cancel an order or revoke access and refund you in full if:

• we cannot verify or process your payment;
• the uploaded material appears to breach our Terms or the copyright warranties in Section 7A of our Terms;
• a genuine pricing error was displayed and the correct price would have significantly changed your decision.

4. Chargebacks and disputes

Please contact us before raising a PayPal dispute or card chargeback — the vast majority of issues are resolved by email within a working day. If you open a chargeback while we are actively delivering your order, we may pause the work until the dispute is resolved.

5. Complaints

If you are unhappy with the outcome of a refund request, our full complaints procedure is available at /legal/complaints. You may also seek independent advice from Citizens Advice.

6. Contact