1. Payment before booking

Payment is made before the booking process becomes available.

Payment processing is handled by Stripe.

After successful payment, the customer receives booking instructions by email and must complete the booking process.

The customer is responsible for using a correct email address and checking their inbox, spam folder or junk folder for booking instructions, appointment confirmations and service communication.

The booking process starts after payment has been completed.

2. Booking and appointment confirmation

After payment, the customer must choose an available appointment and provide the information reasonably requested for the booked service.

Appointment scheduling may be handled through Cal.eu, Cal.com or another scheduling provider.

The appointment is considered scheduled when the customer completes the booking process and receives appointment confirmation through the booking system or by email.

If the customer does not complete the booking process, does not choose an appointment or does not provide required information, service delivery may be delayed or may not be possible.

3. Rescheduling

Customers should request rescheduling as early as possible.

Rescheduling is subject to appointment availability and any rescheduling options made available through the booking system or by the provider.

The provider will try to handle reasonable rescheduling requests fairly.

Late, repeated or unreasonable rescheduling requests may be refused where reasonable and lawful.

If the customer requests rescheduling after the provider has already reserved time, reviewed information, prepared for the appointment, travelled or started service work, the provider may take this into account when deciding whether a rescheduling request can be accepted without additional cost.

The rescheduling process starts from the confirmation email for the scheduled appointment under ‘reshedule’.

4. Customer cancellation

Customers may request cancellation by using the refund or cancellation request page, where available, or by contacting the provider at:

info@propertydecisionsupport.com

The provider may verify the booking reference, checkout email, customer identity and payment details before processing a request.

Cancellation does not automatically create a full refund.

The outcome depends on the timing of the request, whether service work has started, whether an appointment has been scheduled or missed, whether property information has been reviewed, whether travel or preparation has occurred, whether service materials have been prepared or delivered and applicable consumer law.

5. No-show, late arrival or lack of access

If the customer is not present, does not respond, arrives late, does not provide access, gives incorrect access details or the property cannot be accessed safely, the appointment may be treated as missed or incomplete.

In that case, the payment may be retained in full or in part to cover reserved time, preparation, travel, administration and other service work already carried out, subject to applicable law.

The same may apply where the customer has not arranged lawful access, has not obtained required permission or has not informed the provider in advance about access restrictions, safety issues or other relevant limitations.

6. Unsafe, unlawful or unsuitable conditions

The provider may refuse, pause or stop a visit or service where there is a safety concern, unlawful condition, abusive behaviour, misleading information, unreasonable restriction, unsafe access, animal risk, aggressive person, hazardous condition, suspected fraud or another serious issue.

Where a service is stopped or cannot be completed because of such circumstances, any refund will be reviewed in light of the work already performed, reserved time, travel, preparation, administrative effort and applicable law.

7. Consumer withdrawal right

In this policy, withdrawal means the statutory consumer cooling-off right to cancel an online service contract.

If the customer is a consumer and books online, the customer may have a statutory right to withdraw from the contract within 14 days from the day the contract is concluded, unless an exception applies.

The customer does not have to give a reason for exercising the statutory withdrawal right.

To exercise the statutory withdrawal right, the customer must inform the provider of the decision to withdraw by a clear statement.

The customer may use the refund or cancellation request page, where available, or contact the provider by email at:

info@propertydecisionsupport.com

The customer may also use the model withdrawal form included at the end of this policy, but use of that form is not mandatory.

8. Online withdrawal and confirmation of receipt

Where the website provides an online refund, cancellation or withdrawal request function, the customer may use that function to submit a withdrawal request.

If the customer submits a withdrawal request through an online function, the provider will send an acknowledgement of receipt by email or another durable medium without undue delay.

The customer is responsible for ensuring that the email address used for the request is correct and accessible.

9. Early service start during the withdrawal period

Because the service may involve appointment reservation, preparation, review of supplied information, on-site attendance and preparation of service materials, the customer may be asked to confirm early service start before the service begins during any withdrawal period.

If the customer asks the provider to begin the service during the withdrawal period, the provider may require the customer’s express request and acknowledgement before starting the service.

This may be requested through the checkout, booking flow, consent checkbox, email confirmation or another clear method.

10. Withdrawal after service work has started

If the customer withdraws after the service has started but before it has been fully performed, the customer may be required to pay a proportionate amount for the part of the service already provided, where permitted by applicable law.

Service work may include, for example:

appointment reservation;
administrative setup;
review of customer-provided property information;
review of property links, documents, photos, videos or notes;
preparation for the appointment;
travel or blocked appointment time;
on-site attendance;
customer discussion;
preparation of notes, action lists, report-style notes or other service materials;
support or follow-up work already carried out.

The proportionate amount may be calculated by reference to the total price of the booked service, the work already performed, reserved time, preparation, travel, administrative effort and any service materials already prepared or delivered, subject to applicable law.

11. Loss of withdrawal right after full performance

If the service has been fully performed during the withdrawal period with the customer’s prior express consent and acknowledgement that the withdrawal right will be lost once the service has been fully performed, the customer may lose the statutory right to withdraw, where permitted by applicable law.

This means that once the agreed service has been fully delivered under those conditions, the customer may not be entitled to cancel under the statutory cooling-off rules.

12. Refund requests

Customers may request a refund through:

the refund or cancellation request page, where available;
the published support email: info@propertydecisionsupport.com

The customer may be asked to provide:

booking reference;
checkout email;
payment reference, if available;
appointment date, if scheduled;
reason for the request;
any relevant supporting information.

Submitting a refund request does not automatically mean that a refund will be approved.

13. Review factors

Refund and cancellation requests may be reviewed based on:

the reason for the request;
when the request was made;
whether the appointment was scheduled, reserved, missed or attended;
whether the customer gave sufficient notice;
whether service preparation or property review work has started;
whether travel or appointment time has already been reserved or used;
whether written materials or other service outputs have been prepared or delivered;
whether the customer requested early service start;
whether the customer acknowledged that withdrawal rights may be affected;
whether there was a payment error, duplicate payment or clear service failure;
whether access was safe, lawful and available;
whether the customer provided correct and complete information;
applicable consumer protection law.

14. Refunds after delivery

Once the appointment has taken place or service materials have been prepared or delivered, refunds are normally not available unless required by law or accepted by the provider after review.

The customer cannot receive the service and then automatically receive a refund.

This does not affect any mandatory consumer rights under applicable law.

15. Duplicate payments and payment errors

If a duplicate payment or clear payment error occurs, the customer should contact the provider as soon as possible at:

info@propertydecisionsupport.com

Where a duplicate payment or payment error is verified, the provider will arrange an appropriate refund or correction.

The customer may be asked to provide payment references, checkout email, booking details or other information needed to verify the issue.

16. Provider cancellation

The provider may cancel or reschedule a booking where necessary due to illness, emergency, unsafe access, severe weather, transport disruption, technical failure, platform outage, force majeure, incomplete information, suspected fraud, unlawful circumstances or other serious reasons.

Where the provider cancels and no reasonable alternative appointment or solution can be agreed, the provider will review whether a full or partial refund is appropriate, subject to applicable law and any work already performed.

17. Refund method

Approved refunds are normally returned through the original payment method used at checkout.

Refund timing may depend on Stripe, the customer’s bank, card issuer or payment method.

The provider is not responsible for delays caused by banks, card issuers or payment providers after the refund has been initiated.

18. Refund processing time

The provider aims to review refund and cancellation requests within a reasonable time.

Where a statutory withdrawal right is validly exercised and a refund is due, refunds will be processed in accordance with applicable law.

Additional time may be needed where the provider must verify the booking, payment, customer identity, service status or circumstances of the request.

19. Privacy requests are separate

A refund, cancellation or withdrawal request is separate from a privacy request.

Customers who want to access, correct or delete personal data should follow the Privacy Policy.

A request to delete personal data does not automatically cancel a booking, create a refund or remove records that the provider must keep for legal, tax, accounting, dispute, fraud prevention or business record purposes.

20. Model withdrawal form

The customer may use the following model withdrawal form, but it is not mandatory.

To:
Property Decision Support t/a Hartmut Goldau
Triq L-Imgarr
IX-Xewkija
XWK 9017
Gozo
Malta
Email: info@propertydecisionsupport.com

I/We hereby give notice that I/we withdraw from my/our contract for the provision of the following service:

Service booked:
Booking reference:
Order/payment reference, if available:
Booked on:
Customer name:
Customer email used at checkout:
Customer address, if applicable:
Date:

21. Updates

This Cancellation & Refund Policy may be updated from time to time.

The latest version will be published on this website with the updated date shown above.

The version in force at the time of booking applies to that booking, unless mandatory law requires otherwise.