Version 9 October 2026
Effective from 9 October 2026
11.1 Complaints
If something has gone wrong, contact PMD with your account email, order/report reference and a clear description. You can email admin@propertymarketdata.co.uk, telephone 01603 369977 or write to our registered office. We will investigate and aim to resolve complaints fairly and promptly.
11.2 Consumer cancellation rights
Distance contracts can carry statutory cancellation rights. The exact right depends on whether the purchase is digital content, a service, or a combination, and whether supply/performance has begun at the consumer's express request.
Nothing in these terms removes a cancellation right that the law gives you.
11.2A Cancelling within 14 days
If you buy a report from us online, you have the right to cancel the purchase within 14 days without giving a reason. The 14 days end at the end of the 14th day after the day you place your order.
To cancel, tell us clearly that you have decided to cancel. The simplest way is to email admin@propertymarketdata.co.uk with your order reference. You can also write to our registered office. You do not have to use a form, and it is enough to send your message before the 14 days end.
If you cancel in time, we will refund everything you paid for that order. We will refund you without undue delay and no later than 14 days after the day we are told of your decision. We will use the payment method you paid with and will not charge you for the refund.
You lose the right to cancel a report in one situation. If you ask us to start your report straight away, confirm that you understand you will lose your right to cancel once we begin to supply it, and we then begin to supply it within the 14 days, you can no longer cancel that order. We will not begin to supply your report until you have done both, and we will confirm what you agreed to in the confirmation email we send you.
Losing the right to cancel does not affect your rights if a report is faulty or is not supplied as the law requires: see clause 11.5.
11.2B Cancelling a report pack
A report pack is a number of credits, and each credit pays for one report that we start when you ask us to. You can cancel a pack within 14 days without giving a reason, and you tell us in the way clause 11.2A describes. The 14 days end at the end of the 14th day after the day you place your order for the pack. What we refund, and when you lose the right to cancel, are as this clause says and not as clause 11.2A says for a single report.
Each time you use a credit, we ask you to tell us that you want us to start that report straight away and to confirm that you understand you will lose your right to cancel that report, as far as the law allows, once we begin to supply it. We will not start the report until you have done both.
If you cancel a pack in time, we refund the price you paid for the credits you have not used. We work that out as the price you paid for the pack, multiplied by the number of credits you have not used, divided by the number of credits in it, rounded up to the next penny, and we tell you the amount in writing. We refund you without undue delay and no later than 14 days after the day we are told of your decision. We will use the payment method you paid with and will not charge you for the refund.
Once we have started a report in this way, its credit counts as used and we do not refund it, unless the law gives you the right to cancel that report. If we could not build the report, the credit is not used up and counts as a credit you have not used. Clause 11.5 still applies to any report that is faulty.
11.3 Digital reports supplied immediately
Where a report is treated as digital content supplied immediately, checkout must obtain the consumer's express consent to begin supply during the 14-day cancellation period and acknowledgement that the statutory right to cancel is lost once supply begins, where the law permits that consequence.
11.4 Expert Review and Buyer Support
Where a service begins within the cancellation period, PMD will obtain any legally required express request to begin early and acknowledgement concerning the effect on cancellation rights. If a consumer validly cancels after requesting early service, PMD may charge the proportion permitted by law for service already supplied. Once a service has been fully performed after the required request and acknowledgement, the cancellation right may end as provided by law.
11.5 Faults
If digital content or a service is faulty or not supplied with the standard required by law, statutory remedies apply regardless of the ordinary cancellation policy.
11.5A If we cannot build your report
If your order is for a single report and we cannot build it within 30 minutes of your payment, we refund you in full automatically and email you to say so. This does not affect your other rights, including those described in clause 11.5.
11.6 Duplicate charges
A genuine duplicate charge will be investigated and refunded where appropriate. A duplicate browser submission or technical retry must not intentionally create duplicate fulfilment.
11.7 Business subscriptions
Business cancellation, territory release, setup fees, subscription fees and refunds are governed by the agent's order and business terms rather than consumer cancellation rights, except where mandatory law says otherwise.
11.8 Chargebacks
Please contact PMD before raising a payment dispute where possible so we can investigate quickly. A chargeback does not determine the underlying contractual rights of either party.