Customer Service and Support

We’re always keen to help answer your questions.

We like to keep things simple, so we’ve designed a user-friendly platform, made ordering products easy and are delivering fast turnaround times for our reports.

 We’ve collated some of our most frequently asked questions below, however, if you would prefer to speak with one of our expert customer service team members please call 01273 257 755 or email info@groundsure.com.

What does Order in Progress mean?

Order in progress is a status we assign when your report or data is being produced. You will receive your product within the defined turnaround time.

If your order states “with Groundsure”, this is because you have submitted your order with a site plan and we are working on digitising your site boundary, or because the site drawn exceeds our standard pricing options. Orders will be placed within 24 hours, and a member of the team will be in contact if we require further information.

If you order states “On Hold”, this is because one of our environmental consultants has raised a query with your order. This query will have been emailed to you.

How do I order a report?

If you already have a Groundsure account you will need to log in using your user name and password and select the product(s) you require.

If you do not have a Groundsure account, one must be set up, even for single pay as you go orders. This can be done using the “Create an account” function.

What is Groundsure’s Reassessment procedure?

We will endeavour to review the information and provide a response / amended report within 24 hours.

How do I pay for a report?

Reports can be paid for by credit/debit card at the time of order. Alternatively, account arrangements can be set up for customers who use Groundsure’s services regularly. Please check the ‘apply for an invoice account’ box upon registration.

How do I cancel a report?

Cancelling an order ‘in progress’ can be dealt with via your Groundsure account. If the order you wish to cancel is already complete, please contact us and the team will advise you on our cancellation policy.

How can I amend an existing order?

The product or location of a report cannot be amended after the order has been placed, however we are able to amend the text of your site address or customer reference. You can contact us with the specific situation and our team will advise you of the best course of action.

How do I download a report?

All reports will be delivered by email to the designated email address. If necessary, you are also able to include an additional email address before placing your order.

However, if the file is too big for email, a download link will be emailed to you. Alternatively, you can download any report from your “Order History”.