Cancellation & Refund Policy

1. Cancellation Before Work Commences

1.1 Emergency Call-Outs

For genuine emergencies (e.g., active flooding, dangerous electrical faults, severe weather damage), you may cancel your call-out at any time before our engineer arrives with no charge.

If our engineer has already been dispatched and is en route, a call-out fee may apply to cover travel costs. This will be clearly communicated to you when you book.

1.2 Planned/Non-Urgent Work

For non-emergency work that has been quoted and scheduled, you may cancel at any time before the agreed start date with no penalty.

1.3 Cooling-Off Period (Consumer Contracts Regulations 2013)

Where you sign a contract for non-urgent work at your home (not at our business premises or via distance communication), you have a statutory 14-day cooling-off period during which you can cancel without reason.

Exception: The cooling-off period does not apply to emergency repairs where you have specifically requested immediate work to prevent damage or danger. If you request urgent work during the cooling-off period, you waive the right to cancel for that specific work.

1.4 Deposits and Pre-Payments

If you have paid a deposit for planned work and cancel before the start date:

• More than 7 days before start: Full refund of deposit
• 3–7 days before start: We may retain up to 20% of the deposit if we have turned down other work for that slot
• Less than 48 hours before start: We may retain up to 50% of the deposit to cover lost scheduling

Where materials have been specially ordered for your job, the cost of those materials may be deducted from any refund if they cannot be returned to the supplier.

2. Cancellation After Work Commences

2.1 Your Right to Cancel

You may cancel our services at any point after work has commenced. However, you remain liable for:

• All work completed up to the point of cancellation
• All materials purchased or ordered for your job
• Reasonable demobilisation costs (e.g., scaffolding dismantling, skip removal)
• Any costs incurred from third parties (e.g., subcontractors, waste disposal)

2.2 Invoicing on Cancellation

Upon cancellation, we will provide a final invoice within 7 days. Payment is due within 7 days of invoice date. We may require payment before removing equipment or completing handover documentation.

2.3 Partial Completion Issues

If you cancel part-way through a project, please note that some work may not be functional or safe in a partially completed state. We will advise you of any risks, but responsibility for completing the work safely rests with you or your replacement contractor.

3. Refunds for Overpayment or Billing Errors

3.1 Overpayment

If you have overpaid an invoice due to an error on our part, we will refund the overpaid amount within 14 days of the error being identified or brought to our attention.

3.2 Billing Disputes

If you believe an invoice is incorrect:

1. Contact us within 7 days of receiving the invoice with details of the dispute
2. We will review and respond within 10 working days
3. If we agree an adjustment was made, we will issue a corrected invoice or refund as applicable
4. If we disagree, we will explain our reasoning with supporting documentation

Undisputed portions of invoices remain payable on the original terms.

4. Warranty Claims (Not Refunds)

For repair work, the appropriate remedy for defects is rectification of the work, not a refund. Our warranty process is as follows:

4.1 Warranty Periods

• Workmanship: 12 months from completion (24 months for certain works as specified in quotation)
• Materials: As per manufacturer's warranty (typically 1–10 years)
• Structural/waterproofing with IBG: 10 years insurance-backed guarantee where specified

4.2 What the Warranty Covers

• Defects in workmanship (e.g., poor installation, incorrect fixing)
• Failure of materials due to manufacturing defects (handled via manufacturer)
• Recurrence of the same issue where the root cause was not properly addressed

4.3 What the Warranty Does NOT Cover

• Normal wear and tear
• Damage caused by third parties (including other contractors working on the property)
• Damage from extreme weather events or force majeure
• Issues arising from lack of maintenance or improper use
• Consequential damage (e.g., redecoration needed due to a leak recurrence)
• Work carried out by others attempting to fix or modify our work

4.4 How to Make a Warranty Claim

1. Contact us: Email [email protected] or call 07458 148224
2. Provide details: Include your original job reference (if known), description of the issue, and photos where possible
3. Assessment: We will arrange a site visit within 5 working days (sooner for urgent issues)
4. Resolution: If the claim is valid, we will carry out rectification work at no cost to you
5. Timescale: Rectification work will be scheduled within 15 working days of assessment, subject to material availability

4.5 If We Dispute the Warranty Claim

If we believe the issue is not covered by warranty, we will provide a written explanation with supporting evidence. You may:

• Accept our assessment
• Request a second opinion from an independent surveyor (costs shared equally)
• Pursue the matter through formal dispute resolution (see our Terms of Service)

If the independent surveyor finds in your favour, we will cover the surveyor's full costs and proceed with rectification.

5. Insurance Claims

Where work is being carried out under an insurance claim (e.g., subsidence, storm damage, escape of water):

• Refunds or credits can only be issued to the policyholder, not to us as the contractor
• Any changes to the scope of work must be agreed with the insurer
• The insurer's loss adjuster may need to inspect disputed items

6. Complaints Procedure

If you are dissatisfied with our service or our handling of a cancellation/refund/warranty matter:

1. Stage 1: Contact our customer service team at [email protected] within 7 days of the issue
2. Stage 2: If unresolved, your complaint will be escalated to our director for review within 10 working days
3. Stage 3: If still unresolved, we offer mediation through a recognised alternative dispute resolution (ADR) provider

Details of our full complaints procedure are available on request.

7. Contact for Cancellations and Warranty Queries

For cancellations: Call 07458 148224 immediately (cancellations cannot be accepted by email only for urgent matters)

For refunds and billing: Email [email protected]

For warranty claims: Email [email protected]