Refund policy

Last updated: 14 September 2026

The Setting Company provides bespoke local-area reports supplied electronically. We do not sell physical products, so there is nothing to return by post.

Your right to cancel

If you purchase as a consumer, you will normally have 14 days from the day after your order is accepted to cancel your contract.

To cancel, email info@thesettingcompany.co.uk and provide your name and order number.

Work started during the cancellation period

Because your report is created specifically for your chosen property and requirements, we may ask for your express permission to begin work during the 14-day cancellation period.

If you request that we begin work and then cancel before the report is completed, we may deduct a reasonable amount from your refund to cover work already performed.

If the service has been fully completed following your express request and acknowledgement, your statutory cancellation right may end once the service has been fully performed.

Where the report is treated as digital content supplied immediately, we will ask for your express consent to begin supply and your acknowledgement that your cancellation right will be lost once supply begins.

Cancellation before work starts

If you cancel within the applicable cancellation period and we have not started work, we will issue a full refund.

After the cancellation period

Because reports are researched and created to individual requirements, we do not normally offer change-of-mind refunds after the statutory cancellation period has expired.

This does not affect your legal rights where the service or report is faulty, materially inaccurate due to our error, not supplied with reasonable care and skill or otherwise does not conform to the contract.

Errors and corrections

If we make a material factual or administrative error, please contact us promptly. We will investigate and, where appropriate, correct the report without charge.

We are not responsible for errors caused by an incorrect property address, postcode or instructions supplied by the customer. Changes required because of incorrect customer information may require an additional charge or a new order.

Information obtained from public and third-party sources can change. A later change to local information does not mean that the report was faulty when it was prepared.

Non-delivery

If you have not received your report within the estimated delivery period, check your junk or spam folder and then contact us.

If we are unable to provide the ordered report, we will offer an appropriate alternative or issue a refund.

Refund processing

Approved refunds will be made to the original payment method. Processing times can vary depending on your bank or payment provider.

We will process refunds required following a valid statutory cancellation without undue delay and normally within 14 days of receiving the cancellation notice.

Contact us

The Setting Insights Group Ltd
Trading as The Setting Company
71-75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom

Company number: 17361723
Email: info@thesettingcompany.co.uk
Telephone: 0330 043 6112

Nothing in this policy affects your statutory consumer rights.