Cancellation and Refund Policy

Last updated: 15 September 2025

This policy explains how cancellations, rescheduling, deposits, and refunds work for home visits and related services.

1. Bookings and deposits

To secure an appointment we may take a deposit of 50 percent of the quoted minimum charge. The deposit is deducted from your final bill.

2. Cancellation by you

  • 48+ hours before your appointment: no charge and any deposit is refunded.
  • 24 to 48 hours before your appointment: 50 percent of the quoted minimum (deposit may be used against this).
  • Inside 24 hours of your appointment: 100 percent of the quoted minimum.

These charges reflect our genuine estimated losses including reserved engineer time and lost opportunities.

3. Rescheduling

One reschedule is free if requested 24 or more hours in advance. Inside 24 hours, rescheduling is treated as a cancellation under section 2.

4. No-show or access failure

If we cannot gain access, or you are not present within a 15 minute arrival window, the minimum call-out fee is payable.

5. Cooling-off period for distance bookings

If you book by phone or online, you have a 14 day statutory right to cancel. If you ask us to attend within that period, you agree that we may begin work immediately and you acknowledge that the statutory right to cancel ends once the service is fully performed. If you cancel after work has started, you will pay for work already completed and any parts used.

6. Parts and special orders

Special order parts are prepaid and become non-refundable once ordered unless faulty. Restocking fees may apply where charged by our supplier.

7. Service quality and remedies

We aim to perform with reasonable care and skill. If our work falls short, you are entitled to repeat performance or a price reduction as appropriate.

8. Refunds

Approved refunds are issued within 14 days to the original payment method.

9. Our cancellation

If we must cancel due to illness, safety, or events beyond our control, we will offer the earliest alternative slot or a full refund of any sums paid.

10. How to change or cancel

You can change or cancel your booking here, by WhatsApp, by email at [email protected], or by phone on 07543 450 130. Please include your booking reference, full name, contact number, and the appointment date and time, with a clear statement that you wish to change or cancel.

This page provides general information and is not legal advice.