1. Core rule
PlanningMapsUK digital products are supplied immediately after payment. Once supply starts, digital PDF and CAD purchases are not refundable for change of mind, except where the law requires otherwise or where the fault is ours.
2. Separate orders stay separate
Every checkout is a separate contract. If you later order another map or a bundle, earlier standalone orders do not become refundable and are not retrospectively repriced. We do not offer bundle offsets, credits, or partial refunds because a customer later decides they wanted a package instead.
3. Remedy ladder for PlanningMapsUK faults
Where a genuine PlanningMapsUK fault exists, our standard remedy is:
- review the issue;
- correct or reissue the affected output where reasonably possible; and
- refund only if correction or reissue is not reasonably possible or not proportionate.
4. PDF maps and bundles
We do not refund PDF maps or PDF bundles for:
- change of mind;
- ordering the wrong property, area, scale, size, or orientation;
- later deciding you wanted a different product or a bundle;
- customer-requested redesigns or revised site extents after purchase; or
- planning refusal or validation issues unrelated to a PlanningMapsUK map fault.
If the problem is a PlanningMapsUK preparation or compliance fault, we will normally correct and reissue the map first.
Standard PDF download access lasts 14 days from the order date. After that point, re-download access requires an active Plan Protect term and the expiry of that access is not itself a refundable event.
5. CAD plans
We do not refund CAD plans for change of mind once checkout completes and supply starts.
The same rule applies where a customer later decides they wanted a PDF instead, no longer needs the file, or ordered the wrong area or scale due to their own choice or project change.
If the issue is caused by our CAD preparation, export, or delivery, we will usually correct and reissue first. Refunds are a fallback where correction is not reasonably possible.
6. Printed add-ons
Printed copies are not cancellable for change of mind once print production or fulfilment has started. If the print component is damaged, lost, or not fulfilled by us, our usual remedy is replacement or refund of the affected print component only.
7. Title documents
Title document add-ons are not refundable for change of mind once the retrieval request has been placed. If the requested source cannot be retrieved or the document is not supplied, we may cancel and refund the affected title document charge.
8. Customer-input mistakes
Mistakes in the site boundary, selected property, requested extent, ordered product, or other customer instructions are not refundable. These are normally handled as a paid correction/reissue service or by placing a new order, unless PlanningMapsUK chooses to waive the fee.
If you bought Plan Protect, the included amendment cover is limited to boundary changes, annotations, map-view readjustments up to 10%, plan name changes, produced-for changes, and PDF re-downloads for the active term only. It does not cover CAD, new scales, or new paper sizes.
9. Statutory rights
Nothing in this policy removes any consumer rights that cannot legally be excluded.
10. How to contact us
If you believe there is a PlanningMapsUK fault, email support@planningmapsuk.co.uk with your order number, a short description of the issue, and any supporting screenshot or validation note.