RETURN AND REFUND POLICY

Last updated: 23/11/2024

JP Mortgage provides remote mortgage and financial planning services. All services are payable in advance and may include the delivery of a First Mortgage Report (a personalised digital financial overview), followed by regulated mortgage brokerage services. This policy explains your rights and our terms for refunds and cancellations, in line with UK consumer law and Financial Conduct Authority (FCA) requirements.

1. Nature of Our Services

We provide two distinct types of services:

(a) Financial Planning (Unregulated Service)

Delivered as a First Mortgage Report (PDF by email).
Prepared by financial planners to assess your readiness for a mortgage.
This is an informational and pre-advice service, not a regulated mortgage recommendation.

(b) Mortgage Brokerage (Regulated Service)

Provided by FCA-authorised mortgage advisers.
Includes product sourcing, advice, and submission to lenders.
Subject to FCA regulation and oversight.

JP Mortgage is authorised and regulated by the Financial Conduct Authority (FCA) for regulated mortgage activity only.

2. Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel within 14 calendar days of entering into a service contract, provided we have not yet started work.

If you ask us to begin work during the 14-day cancellation window:

You may lose your right to a full refund once the service is delivered.
If only part of the service has been performed, a reasonable deduction will be made for the work completed.

You must give explicit consent to begin work early, which we collect at the time of booking.

3. First Mortgage Report (Digital Product)

The First Mortgage Report is a customised digital product:

It is based solely on the information you provide.
It offers a factual overview of your financial position in relation to mortgage affordability.
It does not contain regulated mortgage advice or product recommendations.

By requesting immediate delivery:

You agree to waive your right to cancel once the report has been sent, in line with Regulation 37 of the Consumer Contracts Regulations.
No refund will be provided once the digital product is delivered unless it is materially incorrect, incomplete, or not as described.

4. Mortgage Brokerage Services – No Refunds

Our mortgage brokerage fees are non-refundable, regardless of the outcome, because:

We act as an intermediary, not a lender.
We do not control lender decisions or offer any guarantee of success.
Our fee covers the regulated advice process, document preparation, product research, and application submission — not the result.

You are not entitled to a refund if:

Your mortgage application is declined;
You are dissatisfied with the options or offers from lenders;
Your circumstances change after the application process has begun.

5. Exceptions – When You Do Not Have the Right to Cancel

You do not have a right to cancel or request a refund:

After a service has been fully performed with your consent;
For customised or bespoke content, including your First Mortgage Report;
After receiving or accessing digital content that you consented to receive immediately and agreed would waive your cancellation rights.

6. Definition of “Not Fit for Purpose”

Under UK law, a product or service is only considered “not fit for purpose” if it fails to meet its intended and essential function as described at the time of purchase.

The First Mortgage Report is considered fit for purpose if it:

Accurately reflects the information provided by you;
Is delivered as described — a personalised financial overview;
Provides valuable insights into mortgage readiness and affordability;
Is prepared with care and diligence by our planning team and subject to oversight by designated, qualified in-house mortgage advisers.

It is not deemed unfit for purpose if:

You disagree with the financial conclusions;
You are declined by a lender;
You choose not to proceed with a mortgage after receiving the report;
Market conditions or lender criteria change after delivery;
You expected specific product recommendations, which are only provided as part of our regulated mortgage advice services;
You provided incomplete or inaccurate information.

The First Mortgage Report is an informational tool and not regulated advice. Regulated mortgage recommendations are only provided as part of our mortgage brokerage services, delivered by FCA-authorised professionals.

7. How to Request a Refund or Cancellation

If you believe you are eligible for a refund or wish to cancel a service before delivery, contact us in writing:

📧 Email: jpmortgage@financier.com

Please include:

Your full name
The service purchased
Payment date
Reason for cancellation/refund request

We aim to respond within 5 working days. Refunds (if approved) will be issued to the original payment method within 14 days.

8. Legal & Regulatory Compliance

This policy is compliant with:

Consumer Contracts Regulations 2013
Consumer Rights Act 2015
Financial Services (Distance Marketing) Regulations 2004
FCA Handbook (for regulated activities)

JP Mortgage Plans is authorised and regulated by the Financial Conduct Authority for regulated mortgage advice and intermediary services only.