Cancellation & Refund Policy

1. Introduction

This Cancellation & Refund Policy explains your rights under UK consumer law, and how cancellations, refunds, and recall visits work for services booked with Lewisham Emergency Repairs, operated by My Trusted Builder Ltd.

2. Your Statutory Rights

Under the Consumer Contracts Regulations 2013, if you are a consumer (not booking for business purposes) and you arrange a service online, by phone, or by email, you normally have a 14-day cooling-off period during which you can cancel for any reason and receive a full refund, provided work has not yet started.

Under the Consumer Rights Act 2015, our services must be carried out with reasonable care and skill. If they are not, you are entitled to:

• Ask us to repeat or fix the work at no additional cost, or
• A price reduction if the issue can't be fixed, or
• A full or partial refund if the work cannot be brought up to standard

Nothing in this policy limits these statutory rights.

3. Emergency Work — Cooling-Off Exception

Because much of our work responds to urgent situations (burst pipes, electrical faults, storm damage, etc.), you may expressly request that we begin work immediately, before the 14-day cooling-off period would otherwise end. Where you do this:

• We will confirm this request with you clearly, verbally or in writing, before starting
• By making this request, you acknowledge that your right to a full refund is waived proportionate to the work already carried out
• If you cancel after work has started, you remain liable for the reasonable cost of work completed and materials used up to that point

4. Cancelling a Scheduled (Non-Emergency) Appointment

• More than 24 hours' notice: No cancellation fee.
• Within 24 hours of the appointment, or no access provided on arrival: A cancellation fee may apply, covering travel, scheduling, and time committed to the booking. This will be confirmed at the time of booking.

5. Deposits

• Deposits, where requested, are non-refundable once work has commenced or materials have been ordered specifically for your job.
• If a booking is cancelled with sufficient notice (see Section 4) and no costs have yet been incurred on your job, any deposit paid will be refunded in full.

6. Refunds for Substandard Work

If completed work does not meet the standard required under the Consumer Rights Act 2015:

1. Contact us as soon as possible, ideally within 14 days of the work being completed, describing the issue.
2. We will arrange a follow-up visit to assess and, where appropriate, correct the work at no additional charge — see our recall policy in Section 7.
3. If the issue cannot reasonably be fixed, a partial or full refund will be agreed based on the extent of the shortfall.

7. Recall Visits (No-Fee Follow-Up)

• A recall period of 14 days applies from the date of completion of the original work.
• If a fault directly related to the original repair is reported within this period, we will return at no callout fee.
• Recall visits only cover the specific fault addressed in the original visit. A different, unrelated issue will be treated as a new job and charged accordingly.
• Temporary fixes, clearly identified as such at the time, are not guaranteed in the same way, as their lifespan cannot be assured — but failures due to workmanship (rather than the temporary nature of the fix) are still covered under this recall period.

8. How to Request a Cancellation or Refund

Contact us with your name, job reference (if known), and a brief description of the issue:

Tel: 07458 148224
Email: [email protected]

We aim to acknowledge all cancellation or refund requests within 2 business days.

9. Complaints and Escalation

If you're not satisfied with how a cancellation or refund request has been handled, you can escalate your complaint. Details of our complaints process are set out in our Terms of Service. You may also be entitled to contact Citizens Advice or an alternative dispute resolution provider.

10. Changes to This Policy

We may update this policy from time to time. The latest version will always be available at this URL.

11. Contact Us

Lewisham Emergency Repairs
My Trusted Builder Ltd
71–75 Shelton Street, Covent Garden, London, WC2H 9JQ

Tel: 07458 148224
Email: [email protected]