Cancellation & Refund Policy

1. Introduction

This policy explains your rights regarding cancellation of services and our approach to refunds and guarantee claims. We aim to be fair and transparent in all our dealings with customers.

Please note that as a construction and emergency repair business, we do not sell "goods" in the traditional retail sense. Therefore, the standard "returns" process does not apply. Instead, this policy covers:

• Cancellation of services before and after work commences
• Refunds of deposits in specific circumstances
• Guarantee claims for defective workmanship
• Dispute resolution for quality concerns

2. Cancellation Before Work Commences

2.1 Cooling-Off Period (14 Days)

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you signed our contract away from our business premises (for example, at your home during a site assessment), you have a statutory right to cancel within 14 calendar days of signing.

To exercise this right, you must notify us in writing (email or letter) before the 14-day period expires. If you cancel within this period and no work has been carried out, you will receive a full refund of any deposit paid.

2.2 Cancellation After the Cooling-Off Period

If you wish to cancel after the 14-day cooling-off period but before work has started:

• You must provide at least 7 days' written notice.
• Your deposit will be refunded in full.
• Exception: If we have ordered materials specifically for your project that cannot be returned to our supplier, we may deduct the cost of these materials from your refund. We will provide evidence of such costs.

2.3 Emergency Callout Services

For emergency services where we have attended your property and carried out work to make the situation safe (e.g., stopping a major leak, making a damaged roof secure), the right to cancel does not apply to the work already completed. You remain liable for the cost of:

• The emergency callout fee (if applicable)
• Labour for work carried out
• Materials used

3. Cancellation After Work Has Commenced

Once work has started on your property, different rules apply:

• You remain liable for payment for all work completed up to the date of cancellation, including labour and materials.
• Materials ordered specifically for your project remain your responsibility, even if not yet installed. We will provide invoices for any non-returnable materials.
• Demobilisation costs: For larger projects, there may be costs associated with safely stopping work and removing equipment from site.

We will provide a final account showing all costs incurred. If your payments to date exceed this amount, we will refund the difference. If you owe more than you have paid, we will invoice for the balance.

4. Deposits

4.1 When We Request a Deposit

We may request a deposit of up to 25% of the contract value in the following circumstances:

• Where materials need to be ordered specifically for your project
• For larger projects where cash flow is required to progress the works
• Where you request expedited scheduling outside our normal timeframe

4.2 Deposit Protection

Your deposit is held in our client account and is protected until work commences. We do not use deposit funds for other purposes before your project starts.

4.3 When Deposits Are Non-Refundable

A deposit may become non-refundable in the following situations:

• After the cooling-off period has expired AND we have incurred costs specifically for your project (e.g., ordered materials that cannot be returned)
• Once work has commenced on site
• If you cancel without notice and we have reserved time in our schedule that we cannot fill

In all cases, we will provide written justification for any deduction from a deposit refund.

5. Guarantee Claims (Not Refunds)

For issues arising after work is completed, we do not typically offer refunds. Instead, we remedy the defect under our guarantee. This is standard practice in the construction industry and is generally more beneficial to customers than a refund (which would leave you with the problem unresolved).

5.1 What Our Guarantee Covers

• Defects in workmanship that appear within the guarantee period (typically 10 years)
• Failure of materials we supplied (subject to manufacturer's warranty terms)
• Issues directly caused by our installation or repair work

5.2 What Our Guarantee Does Not Cover

• Normal wear and tear
• Damage caused by misuse, neglect, or lack of maintenance
• Work carried out by third parties without our approval
• Damage from extreme weather, flooding, subsidence, or other force majeure events
• Issues that existed before we carried out our work
• Cosmetic changes due to natural ageing or weathering

5.3 How to Make a Guarantee Claim

1. Contact us: Email [email protected] or call 07458 148224with details of the issue.
2. Provide information: Where possible, send photographs and a description of when the issue was first noticed.
3. Inspection: We will arrange to inspect the issue within 5 working days (sooner for urgent problems).
4. Assessment: We will determine whether the issue is covered under guarantee and inform you within 3 working days of inspection.
5. Remedy: If covered, we will carry out remedial work at no cost to you within a reasonable timeframe.

6. Disputes About Quality

If you are dissatisfied with the quality of our work and we cannot resolve the matter through direct discussion:

6.1 Internal Complaints Procedure

1. Submit a formal complaint in writing to [email protected]
2. Our director will review and respond within 10 working days
3. We will propose a resolution (which may include remedial work, partial refund, or other remedy)

6.2 Independent Expert Assessment

If we cannot agree on a resolution, we may appoint an independent expert (such as a building surveyor or engineer) to assess the work. The cost of independent assessment is shared equally between parties.

6.3 Alternative Dispute Resolution (ADR)

We are members of relevant trade associations that offer ADR schemes. These provide an independent, cost-effective way to resolve disputes without going to court.

6.4 Legal Action

As a last resort, either party may pursue legal action through the courts. We will cooperate fully with any legal proceedings. Note that legal action should only be considered after all other options have been exhausted.

7. Refund Processing

If a refund is agreed (whether through cancellation, dispute resolution, or other circumstances):

• Method: Refunds will be made via the same payment method you used (bank transfer, cheque, or card refund).
• Timeframe: Refunds are processed within 14 days of agreement.
• Documentation: You will receive written confirmation of the refund amount and calculation.

8. Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including:

• The right to have services performed with reasonable care and skill
• The right to have services completed within a reasonable time
• The right to pay a reasonable price where no price was agreed
• The right to repeat performance or price reduction where services are not conforming

For more information, visit theCitizens Advice consumer service website.

9. Contact Us

For questions about this policy, to cancel a service, or to make a guarantee claim: