Terms for homeowner services

The Budget Reality Check

Booking and preparing for your call

You book and pay online and choose a time for your call. Calls take place at set times on weekdays, can be booked at least 24 hours and at most 4 weeks ahead, and there are a limited number each week. When you book, we ask for your project postcode, the stage your project has reached, the decision you face and, if you have them, links to drawings, quotes or your calculator result. Please send anything else we ask for at least 24 hours before your call, so that we have time to review it.

The call takes place by video link (Google Meet). We send the link in your booking confirmation and reminders. We record and transcribe the call for our notes. If you'd rather we didn't, tell us at the start.

After your call

We send your written action list and your guide pack within 2 working days of the call. You can then email us questions about your project for 14 days after the call.

Moving or cancelling your call

• At least 24 hours before your call, you can move or cancel it online, using the link in your confirmation email. If you cancel, we refund the full £195.
• With less than 24 hours' notice, or if you miss the call, we keep £50 for the review of your information that we have already done and refund the rest. If you prefer, we will move your call once at no extra charge instead. To cancel or move within 24 hours, email homeowners@multiproject.uk.
• If we have to cancel or move your call, you can choose a new time or a full refund.

Our guarantee

If you do not leave the call with a clearer view of your budget, tell us by email within 7 days of the call and we will refund the £195 in full within 14 days of your email. The guarantee:

• covers the Reality Check service, not the accuracy of any figure;
• applies if you shared the information we asked for and attended the call;
• can be claimed once for each project;
• does not affect your legal rights.

If we refund you under the guarantee, the £195 credit described below no longer applies.

Your £195 credit and fee hold

If your first order for the same project, placed within 3 months of your Reality Check call, includes a cost plan or a Schedule of Works, we deduct £195 from the whole of that order, including the benchmark prices add-on if you order it at the same time. The credit can be used once, only for the same project, and cannot be exchanged for cash or transferred to someone else.

We hold the cost plan or Schedule of Works fee in your written fee proposal for 6 months from the date of the proposal, as long as the scope of your project and its fee band have not changed.

Cost plans and Schedules of Works

How you order

You send us your drawings and project information. We confirm the fee band and fee in a fee proposal. You accept the fee proposal and pay. The contract is made when we email you to confirm that we have received your acceptance and payment.

What is included

• One review of your project documents, followed by a request for any further information we need.
• If you or your architect ask, a 30-minute online meeting before we start the cost plan.
• The cost plan or Schedule of Works on our standard template for your type and size of project.
• One 30-minute online meeting after delivery to go through the results and answer your questions.
• One revision for minor adjustments or corrections, if you ask for it within 7 days of delivery. We complete it within 5 working days of your request.
• Answers to clarification questions by email for 14 days after delivery.

If we have made a mistake, we will put it right at no cost, whenever you tell us about it. This does not count as your revision.

What is not included

• Meetings, phone calls or site visits beyond those listed above.
• Further revisions.
• Changes to our standard templates, such as special formatting, more detailed breakdowns or extra itemisation, unless we agree them as a separate service.
• Rework because the design, the scope of the project or your requirements change after we have started.

We can provide any of these as extra work at our hourly rates, or under a new fee proposal for a larger change.

Structure of your cost plan or schedule

We confirm the structure of your cost plan in our request for information. You can ask for changes to it at that point. Changes asked for after we start preparing the cost plan are extra work. Schedules of Works follow the standard structure in our sample; please ask for any changes when you order.

Delivery

We aim to deliver cost plans within 10 working days of the later of our first meeting and receiving all the information we need. The delivery date for a Schedule of Works, with or without benchmark prices, is confirmed in each fee proposal. If we cannot meet a date, we will tell you as soon as we can and agree a new one with you.

We deliver everything electronically as a PDF. We can also send an Excel version if you ask. Printed copies are not included.

What we need from you

Please give us complete and accurate information, answer our questions promptly and tell us about any changes to your project. We rely on the information you give us. If information is late or incomplete, delivery will take longer, and we are not responsible for errors that come from inaccurate information you have given us.

If we still do not have the information we need 3 months after your order, we will contact you. If you cannot provide it, either of us can end the contract, and we will refund what you have paid less a proportionate charge for work already done.

Your right to cancel

The 14-day cancellation period

You have the right to cancel your contract within 14 days without giving any reason. The cancellation period ends 14 days after the day the contract is made: for the Budget Reality Check, the day we confirm your booking; for other services, the day we confirm your order.

To cancel, tell us clearly, for example by email to homeowners@multiproject.uk or by post to Multiproject (SE) Ltd, Ideas House, Station Estate, Eastwood Close, London E18 1RT. You can use the cancellation form at the end of these terms, but you don't have to. You only need to send your message before the cancellation period ends.

If you ask us to start within the 14 days

We will only start work within the cancellation period if you ask us to. For the Budget Reality Check you ask by ticking the box on the booking form. For other services you ask when you accept our fee proposal.

If you then cancel within the 14 days, you pay a proportionate amount for the service we have provided up to the time you tell us that you are cancelling, compared with the whole service. We refund the rest.

• Budget Reality Check: no charge if we have not started reviewing your information; £50 if we have reviewed it but the call has not taken place; the full fee if the call has taken place. The guarantee still applies.
• Cost plan, Schedule of Works or bundle: a charge for the work we have done up to that time, compared with the whole service. For a bundle, we take into account which parts we have delivered. We will explain how we have worked out the charge.

When the right to cancel ends

If you asked us to start within the cancellation period and acknowledged that you would lose the right to cancel once the service is complete, you can no longer cancel once we have provided the whole service.

Your refund

We refund you within 14 days of the day you tell us you are cancelling, using the same payment method you used, unless you agree otherwise. We do not charge a fee for the refund.

Ending the contract at other times

After the cancellation period, you can still end the contract at any time by telling us. You pay for the work done up to the date you tell us, charged at our hourly rates and never more than the fixed fee, and we refund the rest of what you have paid.

We may end the contract by telling you in writing if:

• it becomes clear that your project needs more than this fixed-fee service can provide. If we tell you before we start work, we refund everything you have paid. If we tell you later, we refund what you have paid less a proportionate charge for the work we have delivered to you;
• you do not pay an amount you owe within 14 days of a reminder. We may pause work until you pay.

Our responsibility to you

Our standard of work

We will provide our services with reasonable care and skill. If we don't, tell us and we will put it right at no cost. If we cannot put it right, or cannot do so within a reasonable time or without significant inconvenience to you, we will refund some or all of the price.

Our cost figures are professional estimates (see "What our cost plans and schedules are, and what they are not"). A difference between our estimate and the prices builders quote is not, on its own, a failure by us. We are responsible for such a difference only if it results from our failing to use reasonable care and skill.

What we are responsible for

If we fail to keep to these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. Loss is foreseeable if it is obvious that it will happen or if, when the contract was made, both of us knew it might happen.

Our services are for your domestic and private use. We are not responsible for loss of profit, loss of business or business interruption.

What we do not limit

Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for breach of your legal rights in relation to the services, including the right to services provided with reasonable care and skill. For information about your legal rights, contact Citizens Advice or your local Trading Standards office.

Using our reports

We own the copyright in our reports, templates and methods. Once you have paid in full, you may use our reports for your project, including sharing them with your architect, builders, lender, insurer and family. Please do not use them for another project or publish them without our written agreement.

Confidentiality and your personal information

We keep your project information confidential. We share it only with people who help us provide our services, as described in our privacy policy, or where the law requires it.

We use AI tools to help us read and review information, and a quantity surveyor checks the results. We may use anonymised cost information from your project, which does not identify you or your property, to improve our cost data.

Complaints

If you are unhappy with our service, please email homeowners@multiproject.uk. We will acknowledge your complaint within 2 working days and aim to reply in full within 10 working days. If we cannot resolve your complaint, we will tell you in writing, give you the details of an alternative dispute resolution provider and say whether we agree to use it.

Law and courts

These terms are governed by the law of England and Wales. You can bring legal proceedings about the services in the courts of England and Wales. If you live in Scotland, you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland, you can bring legal proceedings in either the Northern Irish or the English courts.

Other terms

We may change these terms for future bookings and orders. The terms in force when you book or order apply to your contract.

We may transfer our rights and obligations under this contract to another organisation and will tell you if we do. You may transfer your rights only with our written agreement, which we will not unreasonably refuse.

This contract is between you and us. No one else has any rights to enforce it.

If a court finds part of these terms invalid, the rest continues to apply. If we do not insist on a term straight away, we can still insist on it later.

Cancellation form

Complete and return this form only if you wish to cancel the contract.

To: Multiproject (SE) Ltd, Ideas House, Station Estate, Eastwood Close, London E18 1RT, homeowners@multiproject.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service:

Ordered on:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is sent on paper):

Date:

[*] Delete as appropriate.