Customer information

Service terms

Last updated: 13 September 2026

These terms apply when you purchase a PlanPlain Neighbour Impact Report. PlanPlain is a trading name of Cold Steel Ltd, registered in England and Wales under company number 07608789. Our registered office is Woodwards House, High Street, Needham Market, Suffolk, IP6 8DQ. You can contact us at hello@planplain.com.

1. The service

We review the publicly available documents for one live planning application in England from the perspective of one neighbouring residential property. We provide a concise PDF explaining the proposal, identifying relevant submitted material and highlighting potential matters for further investigation.

The report is an independent information and document-analysis service. It is not legal advice, professional planning advice, an expert survey, a daylight or rights-to-light assessment, or a guarantee that any representation or objection will succeed.

2. Price and payment

The launch price is £39 including VAT. Payment is taken securely by Stripe. We do not receive or store your full card details. A contract is formed when payment has been accepted and we confirm that we can undertake the report.

3. What we need from you

You must provide an accurate application reference or council link, your property address, your concerns and any other information reasonably needed to perform the service. Optional photographs must be taken from property you are entitled to access and must not deliberately include people, vehicle registrations or unnecessarily personal information. Photographs are normally deleted within 30 days after report delivery, and the other sensitive working material within 90 days, as explained in our privacy notice.

4. Scope checks and delivery

The service is initially intended for ordinary residential planning applications in England with accessible public documents. We carry out a scope and complexity check after payment. If the application is outside scope, no longer accessible, or lacks enough material for a useful report, we will tell you promptly and refund the price in full.

If an application is unusually complex—for example, because it involves several linked applications, extensive specialist material or a substantial number of affected properties—we may offer an enhanced review at a separately agreed price. You may decline that offer and receive a full refund. We will not charge an upgrade or begin substantial enhanced work without your agreement.

We aim to deliver a standard report by email within 24 hours after both payment and a complete, usable submission have been received. If we need clarification, the delivery period pauses until you respond. We will tell you promptly if an unexpected issue prevents delivery and offer a revised time or a full refund.

5. Cancellation

You normally have 14 days from formation of the contract to cancel. Because the service is designed for urgent delivery, the intake form asks you to expressly request that work begins during that period.

If you cancel after work has begun but before the report is complete, we may charge a reasonable proportion of the price for work already supplied. Once the service has been fully performed, you lose the statutory right to cancel if you expressly requested early performance and acknowledged that consequence. To cancel, email hello@planplain.com with your name and order reference.

6. Quality and corrections

We will provide the service with reasonable care and skill. If you believe we have misunderstood the submitted application material or made a factual error, contact us promptly. Where appropriate, we will correct or repeat the affected part of the service without charge. Your statutory rights are not affected.

7. Decisions and limitations

You remain responsible for deciding whether to comment on an application, seek professional advice or take any other action. Planning decisions are made by the relevant authority and may depend on information, policy or site conditions beyond the documents available to us.

Nothing in these terms limits liability where it would be unlawful to do so, including liability for fraud, fraudulent misrepresentation, or death or personal injury caused by negligence.

8. Complaints

Please email hello@planplain.com. We will acknowledge a complaint promptly and aim to provide a substantive response within five working days.

9. Law

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory consumer protections and may bring proceedings in the courts available to you under applicable law.