Refund Policy

1. Booking Cancellation Timeframe

If you need to cancel your appointment, please contact us as soon as possible.

Our cancellation policy is as follows:

• 48 hours or more before the scheduled appointment: Eligible for a full refund.
• Less than 48 hours before the scheduled appointment: A reasonable administration charge may apply before any refund is issued.
• Cancellation requests received after the scheduled appointment time cannot normally be refunded.

Cancellation requests should be submitted by email or telephone using the contact details provided on our website.

2. Work Started Disclaimer

Our installation service begins when our installer arrives at the confirmed service address and starts preparing or carrying out the scheduled work.

Once work has commenced, the booking is considered to be in progress.

If a customer chooses to stop the service after work has started, a full refund will not normally be available, as time and resources have already been allocated to the appointment.

3. Completed Service Disclaimer

Once the installation service has been completed and the appointment has concluded, the service is regarded as fully delivered.

Refunds are generally not available for completed installation services.

If you believe there is an issue with the completed work, please contact us within 5 calendar days of the appointment so we can review your enquiry and work towards an appropriate solution where applicable.

4. Missed Appointment Handling

Please ensure someone is available at the service address during the confirmed appointment window.

If we are unable to access the property because:

• no one is present;
• access is unavailable;
• incorrect address information has been provided; or
• the appointment cannot proceed for reasons outside our reasonable control,

the appointment may be recorded as a missed appointment.

Where possible, we will work with you to arrange another appointment. An additional service or travel charge may apply for a new booking if the original appointment could not be completed due to customer‑related circumstances.

5. Rescheduling

If you need to change your appointment, we recommend contacting us at least 48 hours before the scheduled visit.

Requests received before this timeframe are usually accommodated subject to availability.

Requests made within 48 hours of the appointment may need to be scheduled for the next available date.

6. Refund Eligibility

A refund may be available if:

• the appointment is cancelled within the eligible cancellation period;
• the booking cannot be fulfilled due to operational reasons and an alternative appointment cannot be agreed;
• payment has been made more than once for the same booking;
• a refund has otherwise been approved following review by our customer support team.

Each request is reviewed individually based on the booking details.

7. Non‑Refundable Situations

Refunds are generally not available in the following circumstances:

• the installation service has been completed;
• work has already commenced at the service address;
• the appointment is missed due to customer unavailability;
• incorrect booking information has been provided by the customer;
• cancellation is requested after the appointment has already taken place.

Nothing in this section affects any rights available under applicable consumer law.

8. Refund Processing Time

Once a refund has been approved, it will normally be processed within 2 business days.

After processing, funds typically return to the original payment method within 3–7 business days, depending on your payment provider and financial institution.

Processing times may occasionally vary due to circumstances outside our control.

9. How to Request a Refund

To request a refund, please contact our customer support team and include:

• your full name;
• booking reference (if available);
• appointment date;
• reason for the request.

Providing complete information helps us review your request more efficiently.