Last Updated: June 2026

Refund Policy for HSSE Solutions

At HSSE Solutions, we are committed to providing professional, transparent and customer-focused services. This Refund Policy explains how cancellations, rescheduling requests and refund applications are handled for services arranged through HSSE Solutions and, where applicable, our approved collaboration partners.

Please read this policy carefully before booking any service.

1. Introduction

By booking a service through HSSE Solutions, you agree to the terms outlined in this Refund Policy.

We understand that circumstances can change and will make reasonable efforts to accommodate cancellation and rescheduling requests wherever possible.

2. Booking Payments

Payment may be required at the time of booking, before service delivery or in accordance with the agreed service terms.

Payments are used to secure appointments, allocate resources, arrange scheduling and support administrative processes associated with the booked service.

3. Customer Cancellation Policy

Cancellation More Than 48 Hours Before Appointment

If a booking is cancelled more than 48 hours before the scheduled appointment, customers may be eligible for:

3.1 A full refund; or

3.2 Appointment rescheduling without additional charges,

subject to the nature of the booking and any third-party scheduling commitments where applicable.

Cancellation Within 48 Hours

Where a cancellation is made within 48 hours of the scheduled appointment, an administration fee may apply due to reserved resources, scheduling commitments and operational costs.

Any refund request will be reviewed on a case-by-case basis.

Same-Day Cancellation

Bookings cancelled on the day of the appointment may not be eligible for a refund.

This is because service resources, personnel and scheduling arrangements may already have been allocated.

4. Missed Appointments

A booking may be treated as a missed appointment where access or attendance is not available at the agreed time.

Examples include:

4.1  Failure to provide property access;

4.2 Customer unavailable at the agreed appointment time;

4.3 Incorrect property or booking information provided;

4.4 Occupants or tenants unavailable without prior notice;

4.5 Any other circumstance preventing service delivery.

In such situations, refunds may not be available and additional charges may apply if a new appointment is required.

5. Customer Responsibilities

Customers are responsible for ensuring that:

5.1  The service location is accessible at the agreed appointment time;

5.2  Necessary permissions and approvals have been obtained;

5.3  Relevant occupants have been informed where required;

5.4  The service can be carried out safely and without unreasonable delay;

5.5  Accurate booking information has been provided.

5.6  Failure to meet these requirements may affect refund eligibility.

6. Rescheduling Appointments

Customers may request to reschedule an appointment by contacting HSSE Solutions as soon as possible.

Where sufficient notice is provided, we will make reasonable efforts to arrange an alternative appointment date and time.

Additional charges may apply where rescheduling results in significant operational or administrative costs.

7. Service Concerns and Refund Reviews

If you believe a service has not been delivered as expected, please contact us promptly.

We will review the circumstances and investigate the matter fairly before determining whether a refund, service credit, corrective action or alternative resolution is appropriate.

Refund decisions will be made at our reasonable discretion based on the facts of each case.

8. Circumstances Beyond Our Control

Occasionally, appointments may need to be postponed, rescheduled or cancelled due to circumstances beyond our reasonable control, including:

6.1  Severe weather conditions;

6.2  Public safety concerns;

6.3  Transport disruptions;

6.4  Technical or operational issues;

6.5  Supplier or partner availability issues;

6.6  Government restrictions or regulatory requirements;

6.7  Other unforeseen events.

Where possible, we will offer an alternative appointment or suitable resolution.

9. Services Delivered Through Collaboration Partners

Some services may be delivered, coordinated or supported by approved collaboration partners within the HSSE Solutions network.

Where a refund request relates to a service delivered by a collaboration partner, refund eligibility may also be subject to the applicable service arrangements, booking conditions and operational requirements associated with that service.

HSSE Solutions will work with the relevant partner to review refund requests fairly and reasonably.

10. Refund Processing

Where a refund is approved, we aim to process it within a reasonable timeframe.

The time required for funds to appear in your account may vary depending on the payment provider, financial institution or payment method used.

11. Non-Refundable Situations

Refunds may not be available in circumstances including:

11.1  Missed appointments;

11.2  Failure to provide access to the service location;

11.3  Same-day cancellations;

11.4  Incorrect booking information provided by the customer;

11.5  Services that have already been completed;

11.6  Costs incurred due to customer delays or non-compliance with booking requirements.

Each request will be reviewed individually where appropriate.

12. How to Request a Refund

To request a refund, please contact us and provide:

12.1  Full name;

12.2  Booking reference (if available);

12.3  Service address or location;

12.4  Appointment date;

12.5  Details of the refund request and supporting information.

Contact Information

HSSE Solutions Limited
Second Floor, Kirkdale House
Waltham Forest
London E11 1HP

Phone: 020 8178 5892
Email: info@hsse-solutions.co.uk

13. Complaints and Disputes

If you are dissatisfied with a refund decision, you may submit a complaint in accordance with our Complaints Policy.

We will review all complaints fairly, objectively and in accordance with our internal procedures.