Cancellations policy
- This cancellation policy applies to the Mining Reports team at the Coal Authority (‘the “policy”).
- 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.
- The policy enables customers (“you”) to cancel reports which have been ordered with the Mining Reports team.
- This policy outlines parameters in which the policy can be used.
- The Mining Reports team will issue a cancellation where:
- a report is still in progress and is still awaiting dispatch
- 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
- 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
- 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
- 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
- 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
- A limit of 3 cancellations per calendar month, per customer, applies to points ‘ii’, ‘iii’ & ‘iv’.
- 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’.
- We reserve the right to vary the policy terms. Any such changes will be notified to you.
- 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