Cancellation & Refund Policy

1. Cancellation Before Work Commences

1.1 More Than 48 Hours Before Scheduled Start

If you cancel more than 48 hours before the agreed start time:

• Full refund: Any deposit paid will be refunded in full
• Refund method: Refunded via the same payment method within 5 working days

1.2 Between 24 and 48 Hours Before Start

If you cancel between 24 and 48 hours before the agreed start time:

• Administration fee: 50% of the deposit may be retained to cover administration costs and potential lost booking
• Balance refunded: Remaining deposit amount refunded within 5 working days

1.3 Less Than 24 Hours Before Start

If you cancel less than 24 hours before the agreed start time:

• Deposit non-refundable: The full deposit is retained
• Reason: This compensates for last-minute cancellation when redeployment of tradespeople is typically not possible

1.4 Emergency/Same-Day Bookings

For genuine emergency bookings where a tradesperson has already been dispatched:

• Call-out fee applies: A minimum call-out charge (£95) applies even if you cancel before arrival
• If work is declined on arrival: The call-out fee is payable, plus any additional costs incurred (e.g., parking, congestion charge)

2. Cancellation After Work Commences

If you cancel after work has already started, you are liable for:

• Work completed: Payment for all work completed up to the cancellation date, calculated on a pro-rata basis from the original quotation
• Materials: Full cost of all materials ordered or purchased specifically for your job, even if not yet installed
• Demobilisation: Any reasonable costs associated with making the site safe and removing equipment
• Restoration: Costs to make good any work that was partially completed (if required)

Example: If a £3,000 rewire is cancelled halfway through, you would pay for all first-fix work completed, all cables and materials purchased, and any making-good required.

3. Deposits

3.1 When Deposits Are Required

• Jobs under £500: No deposit required; payment on completion
• Jobs £500–£2,000: 50% deposit required to secure booking and purchase materials
• Jobs over £2,000: 30% deposit, with staged payments for multi-week projects

3.2 When Deposits Become Non-Refundable

Deposits become non-refundable once:

• Materials have been ordered or purchased specifically for your job (unless cancellation is due to our fault)
• The scheduled start date has passed and we were ready to commence work
• You cancel within 24 hours of the scheduled start time

3.3 Exceptions

Deposits will be refunded in full (regardless of timing) if cancellation is due to:

• Our inability to commence work on the agreed date (without rescheduling mutually agreed by you)
• Misrepresentation of the scope of work by our assessor
• Circumstances covered under the Consumer Contracts Regulations 2013 cooling-off period (see Section 7)

4. Guarantee Claims (Not "Refunds")

For defects in workmanship covered under our 10-year guarantee, we do not offer refunds. Instead, we provide remediation:

4.1 What Is Covered

• Defects in installation or repair work carried out by our tradespeople
• Failure of materials supplied by us (within manufacturer warranty periods)
• Work not meeting current Building Regulations (where approval was part of the scope)

4.2 What Is Not Covered

• Normal wear and tear
• Damage caused by third parties or subsequent works by others not employed by us
• Failure to follow maintenance or aftercare advice provided
• Force majeure events (storms, floods, subsidence, fire, etc.)
• Pre-existing conditions that were not part of the original agreed scope
• Cosmetic changes due to ageing or weathering that do not affect function

4.3 How to Make a Guarantee Claim

1. Contact us: Call 07458 148224 or email [email protected] within 7 days of identifying the defect
2. Provide details: Describe the issue, when the original work was completed, and (if possible) provide photographs
3. Inspection: We will arrange an inspection within 10 working days
4. Assessment: We will confirm in writing whether the claim is covered and what remediation will be carried out
5. Remediation: Covered work will be repaired or replaced at no cost to you

4.4 If We Cannot Remedy

If we are unable to remedy the defect (e.g., we have ceased trading), the guarantee is insurance-backed. Contact the guarantee insurer directly with your guarantee certificate reference number.

5. Disputes Over Quality or Pricing

5.1 Informal Resolution

We aim to resolve all disputes amicably. Contact our complaints handler at [email protected].

5.2 Independent Expert

If informal resolution fails, we may propose appointment of an independent expert (e.g., a RICS surveyor or relevant trade body assessor) to determine:

• Whether work meets acceptable industry standards
• Whether additional charges are justified

Costs of the expert are shared equally unless their determination is overwhelmingly in favour of one party.

5.3 Alternative Dispute Resolution (ADR)

We are members of relevant trade associations that offer ADR schemes. If you are a consumer (not a business client), you may be eligible to use these services.

5.4 Legal Action

As a last resort, either party may pursue legal action through the courts. For claims under £10,000, this would typically be via the Small Claims Court.

6. Cooling-Off Period (Consumer Contracts Regulations 2013)

If you are a consumer (not acting for business purposes) and you signed the contract away from our business premises (e.g., at your home or over the phone), you have a legal right to cancel within 14 days of the contract being agreed.

Exceptions

The cooling-off period does not apply to:

• Emergency repairs where performance has begun with your explicit consent before the 14-day period expires
• Business-to-business contracts
• Contracts signed at our registered office or place of business

How to Exercise Your Right to Cancel

Notify us in writing (email is acceptable) within 14 days of contract agreement. No reason needs to be given. We will refund any payments made within 14 days of receiving your cancellation notice.

7. Contact Us

For cancellation requests, guarantee claims, or disputes:

Lewisham Emergency Repairs
My Trusted Builder Ltd
Tel: 07458 148224
Email: [email protected]
Complaints: [email protected]