Cancellations policy

1. This cancellation policy applies to the Mining Reports team at the Coal Authority (‘the “policy”).
2. The policy is operated by the Mining Reports team (also referred to as “we” or “us”) and is available to customers purchasing products from the Mining Reports team.
3. The policy enables customers (“you”) to cancel reports which have been ordered with the Mining Reports team.
4. This policy outlines parameters in which the policy can be used.
5. The Mining Reports team will issue a cancellation where:
   1. a report is still in progress and is still awaiting dispatch
   2. a report is ordered with the incorrect boundary captured, on condition a replacement report is ordered for the same address and we are informed within 72 hours of the order placement for the incorrect report
   3. a report is ordered with the incorrect address, on condition a replacement report is ordered for the same boundary capture and we are informed within 72 hours of the order placement for the incorrect report
   4. an incorrect report type is ordered, on condition a replacement report is ordered for the same boundary capture with the same address and we are informed within 72 hours of the order placement for the incorrect report
   5. an exact duplicate report is ordered inside 30 days of the original report order date and we are informed within 72 hours of the order placement for the duplicate report
   6. the Groundstability online ordering system creates a problem or error with the address which is not your fault; for example, an error created by the Quick Address System (QAS) lookup feature and you inform us within 28 days of the original order date
6. A limit of 3 cancellations per calendar month, per customer, applies to points ‘ii’, ‘iii’ & ‘iv’.
7. To align with our strategic partners Groundsure all Enviro All-in-One reports will be subject to a further 3 cancellations outside the 72 hour timeframe, this applies to points ‘ii’, ‘iii’ & ‘iv’.
8. We reserve the right to vary the policy terms. Any such changes will be notified to you.
9. We reserve the right to withdraw or cancel the policy at any time.

Further information

If you have any queries regarding the policy, please contact your Coal Authority Account Manager directly – or call us on 0345 762 6848 or email: groundstability@coal.gov.uk