Highways and traffic management – refund guidance
=================================================

Refund guidance for licences and applications
---------------------------------------------

### Introduction

This guidance outlines the refund process for licences and applications submitted by businesses to
Devon County Council Highways & Traffic Management (“Highways”). It sets out the circumstances
under which refunds may be issued and the process for requesting them. Consumer applications
are not covered under this guidance.

### Refundable circumstances

Applicants may be eligible for a refund in the following situations:

- An application is withdrawn or cancelled before it has been fully processed.
- An incorrect application type has been submitted and has not been fully processed.

The majority of applications will incur an administrative fee. Refund amounts vary depending on the type of application.

### Nonrefundable circumstances

Refunds will not be considered in the following cases:

- The application has been fully processed, regardless of the decision.
- The service has already been delivered.
- A cancellation occurs after a decision has been made.

### Errors by Highways

Notwithstanding section 3, a full refund will be issued if Highways has:

- Made a significant error.
- Caused an unacceptable delay, which directly causes the work/event to be cancelled or
    deferred.

### Refund process/cancellation procedure

To request a refund:

- Contact the relevant team (details available on our “request it” pages).
- Provide your application reference and the reason for the refund.

### Amendments to this guidance

Highways reserve the right to amend or update this guidance at any time. Changes will take effect
immediately upon publication on our website.