Last updated: October 2025
Company: Neon Property Services Ltd
Trading as: Neon Properties Resource Hub
Registered office: Office 7987, 321–323 High Road, Romford, RM6 6AX, United Kingdom
Email: resourcehub@neonpropertieslondon.co.uk
Telephone: 0208 801 9951 / 07555 031459
1. Introduction
This Refund & Cancellation Policy explains your rights and obligations regarding membership subscriptions and purchases made through the Neon Properties Resource Hub, operated by Neon Property Services Ltd (“we”, “our”, “us”).
We aim to provide clear, fair, and transparent information in line with UK consumer law for all members and customers.
2. Our Products & Services
The Neon Properties Resource Hub provides digital resources — such as templates, guides, spreadsheets, and checklists — available to subscribers through a paid monthly or annual membership plan.
All resources are delivered digitally and accessed immediately upon registration or login.
Because our services involve instant access to digital content, different rules apply compared to physical goods (see section 3 below).
3. Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a 14-day “cooling-off period” beginning the day after you purchase a membership.
However, by accessing or downloading digital materials within this period, you acknowledge and agree that you lose your right to cancel under these Regulations.
If you do not access any digital content during the 14-day period, you may still cancel and request a full refund.
4. How to Cancel Your Membership
You can cancel your membership at any time by:
- Logging in to your Account Page and selecting Cancel Subscription, or
- Contacting us in writing at resourcehub@neonpropertieslondon.co.uk.
When you cancel:
- Your subscription will not renew at the next billing date.
- You will retain access to the Resource Hub until the end of your current paid period.
- No further payments will be taken.
5. Refund Eligibility
Refunds may be issued in the following circumstances:
- You cancel within 14 days of purchase and have not accessed or downloaded any digital materials.
- You were charged twice for the same subscription due to a technical error.
- You experience a verified technical issue preventing access to your account or resources.
Refunds are not automatically available for:
- Change of mind after accessing the digital content.
- Partial use of your membership period.
- Circumstances beyond our control (e.g., internet or browser issues).
All refund requests are reviewed individually to ensure fairness and compliance.
6. How Refunds Are Processed
Approved refunds are issued to the original payment method used at checkout (Stripe or PayPal).
Refunds are processed within 5–10 working days of approval, though bank processing times may vary.
If your payment method has expired, please inform us so we can arrange an alternative.
7. Subscription Renewals
- Memberships renew automatically at the end of each billing period (monthly or annual).
- Renewal payments are processed using the same payment method as your initial purchase.
- You can cancel renewal at any time before the renewal date to avoid being charged for the next cycle.
- Renewal reminders may be sent via email.
8. Annual Plans
Annual memberships offer a discounted rate compared to monthly subscriptions.
If you cancel an annual plan after the 14-day cooling-off period, no partial refund will be issued.
You will continue to have full access until your annual term expires.
9. Exceptions
We may, at our discretion, offer partial or full refunds outside these terms in exceptional circumstances — for example, severe illness, duplicate accounts, or genuine billing errors.
Any goodwill refunds are voluntary and do not affect your statutory rights.
10. Technical Issues
If you experience technical problems that prevent you from accessing your membership, please contact resourcehub@neonpropertieslondon.co.uk as soon as possible.
We will investigate and either resolve the issue or, if necessary, consider a refund or account credit.
11. Statutory Rights
Nothing in this policy affects your statutory rights under UK law.
For detailed information on your consumer rights, visit the Citizens Advice website:
https://www.citizensadvice.org.uk/
12. Contact Us
For cancellations, refund requests, or billing queries, please contact:
Neon Property Services Ltd
Office 7987, 321–323 High Road, Romford, RM6 6AX, United Kingdom
📧 resourcehub@neonpropertieslondon.co.uk
📞 0208 801 9951 / 07555 031459