At Joe's Blooms, we are committed to ensuring that you have all the tools you need to fully comply with Biodiversity Net Gain (BNG). Our tools, staff and expertise are on hand to ensure you have everything you need. However, we know that sometimes issues arise, and sometimes it just doesn't work out. To make things clear, we have a detailed refund policy, explaining when and how we will refund you if things don't quite go to plan.
If you encounter any issues, please contact our support team. We're here to help resolve any problems you may experience.
Joe's Blooms incurs costs whenever someone uses our software. As a result, we will only offer refunds in specific circumstances. Please note that to secure a refund, you will be required to provide both an invoice for the purchase and evidence of a problem, as set out below. Before you get a refund, you will be asked to confirm that we have permission to delete your project and all associated data (please refer to our privacy policy for more information). We reserve the right to offer full or partial refund in exceptional circumstances, as determined solely and exclusively by the company. Nothing in this policy overrides or will be deemed to conflate with statutory rights - this refund policy is in addition to your statutory rights under the Consumer Rights Act 2015.
Please note that it is not atypical for an LPA to request changes to a BNG assessment. With Joe's Blooms, you can make unlimited revisions to a project - being asked to make revisions will not entitle you to a refund.
In this policy, user errors may include incorrect data entry or misinterpretation of instructions, whereas software errors are issues within our system that prevent functionality despite correct usage.
To notify the team of your desire for a refund, please use this form.
We will only offer a refund in the following circumstances:
The biodiversity metric sheet isn't deemed to be a statutory version (i.e. not fit for purpose). To claim a refund on this criteria, written notice from the LPA or another form of reasonable evidence is required confirming that the metric is not a statutory-approved version and it is confirmed that the LPA has not made an error.
Once you have completed all stages of the BNG journey, you are unable to produce a Biodiversity Gain Plan, a Small Site Biodiversity Metric, or habitat plans (maps). To claim a refund on this criteria, our team must confirm that there is a software error such that they are unable to produce any of these three files within a reasonable time frame (e.g. one to five working days) of being notified of an issue. If this cannot be fixed in one day, a full refund will be provided.
Your application is rejected because there are European Protected Species or nationally designated sites within your red line diagram. Claiming a refund on this criteria requires written correspondence from the LPA confirming that the small site metric is not appropriate for this reason, or another form of reasonable evidence.
There is a bug in our software which prevents you from being able to complete the project. To claim a refund on this criteria, our team must first confirm that there is a software issue that prevents progress and that the issue is not a user error such that they are unable to provide advice on how to fix this issue within a reasonable time frame (e.g. one to five working days) of being notified of the issue.
The content of your downloaded metric sheet is not the same as displayed on the BNG solution finder (when opened on the latest version of Microsoft Excel). To claim a refund on this criteria, our team must be sent the Excel sheet and confirm that there is a disconnect between the sheet and what is displayed on the tool.
We will not provide a refund in the following circumstances:
The LPA requires the production of documents or reports other than the Biodiversity Gain Plan, the Small Site Metric Sheet, pre-development habitat plans or post-development habitat plans. We only provide documents that are required under the terms of the Environment Act 2021.
The LPA demands the use of a new version of the metric sheet. In this instance, you should inform the LPA that older versions of the metric are permitted under the Government's rules and they cannot reject older versions.
You subsequently try to claim that the project was exempt from BNG, even if our team or service highlights to you that an exemption is permitted.
There is a "red alert" or "amber alert" on your report (amber alerts are allowed on BNG metrics, and if there is a red alert, you can rectify this with any of our free tools for no extra charge).
You are unable to proceed because of user error including (but not limited to):
Drawing an inaccurate red-line diagram
Entering inaccurate information about your site
You subsequently decide to use another provider or service to complete BNG.
There is an issue related to off-site units. In this case, you should contact the exchange or off-site provider to rectify the issue, as Joe's Blooms does not offer any service related to off-site units.
There is an issue unrelated to Biodiversity Net Gain that disrupts your planning application.
Your planning application is rejected for any reason except for those listed above.
The LPA rejects the report due to user error, including (but not limited to):
Inaccurate habitat types being entered.
Inappropriate habitat solutions being selected.
An inaccurate red line being drawn in.
The LPA rejects the report due to their own error. In this case you should engage with the LPA to help them recognise this issue.
Refund requests must be submitted within 30 days of purchase.