Refund & Cancellation Policy

Last updated: 18 August 2026

1. Cancellation Before Work Commences

1.1 Cooling-Off Period (14 Days)

Under the UK Consumer Contracts Regulations 2013, if you sign a contract with us away from our business premises (e.g., at your home or over the phone), you have a legal right to cancel within 14 calendar days without giving any reason.

During the cooling-off period:

• You may cancel in writing (email or letter)
• All deposits paid will be refunded in full
• No cancellation fees apply

1.2 Cancellation After Cooling-Off Period

If you cancel after the 14-day cooling-off period but before work has commenced:

• If no materials have been ordered: Full deposit refund
• If materials have been ordered: Deposit refund minus the cost of materials that cannot be returned to suppliers
• Administrative fee: We may deduct a reasonable administrative fee of up to £50 for processing the cancellation

2. Cancellation After Work Commences

2.1 Voluntary Cancellation by Client

If you choose to cancel after work has begun:

• You must pay for all work completed up to the cancellation date
• You must pay for all materials ordered or delivered for the project
• You must pay for any subcontractor costs already incurred
• Any remaining deposit balance after these deductions will be refunded

2.2 Notice Period

We require a minimum of 48 hours' written notice for cancellation of scheduled work. Cancellations with less than 48 hours' notice may incur a call-out charge of up to £150.

3. Emergency Call-Out Cancellations

For emergency call-out services:

• Before engineer dispatch: No charge
• After engineer dispatch but before arrival: Call-out fee may apply (£50)
• After engineer arrival: Full call-out fee and labour charges apply (£150 minimum)

4. Deposits

4.1 When Deposits Are Required

• Works under £2,500: No deposit required (payment on completion)
• Works £2,500–£10,000: 50% deposit required
• Works over £10,000: Staged payment schedule agreed in writing

4.2 Deposit Protection

All deposits are held in a client account and are protected until work commences. Deposits are used exclusively for:

• Materials procurement for your project
• Subcontractor deposits where required
• Initial labour costs

4.3 Non-Refundable Deposits

Deposits become non-refundable after work commences, except where:

• We fail to commence work within the agreed timeframe (plus any agreed extensions)
• We are in material breach of contract
• You cancel within the 14-day cooling-off period

5. Guarantee Claims (Not Refunds)

For defects discovered after work completion, we offer repair/replacement under guarantee rather than monetary refunds.

5.1 Guarantee Coverage

• Standard workmanship guarantee: 2 years from completion
• Extended indemnified guarantee: 10 years (where purchased)
• Manufacturer warranties: As specified for supplied materials

5.2 What's Covered

• Defects in workmanship
• Materials supplied by us that fail within manufacturer warranty
• Structural issues directly resulting from our work

5.3 What's Not Covered

• Normal wear and tear
• Damage caused by third parties, tenants, or the Client
• Failure to maintain repaired areas
• Subsequent damage from unrelated defects
• Force majeure events (storms, floods, etc.)
• Work carried out by others after our completion

5.4 Making a Guarantee Claim

1. Notify us in writing within 7 days of discovering the defect
2. Provide photographic evidence where possible
3. Allow inspection within 14 days of notification
4. Receive written response within 5 working days of inspection
5. Remedial work scheduled within 28 days (or sooner for emergencies)

6. Disputed Charges

If you dispute an invoice or charge:

1. Contact us in writing within 7 days of the invoice date
2. Provide details of the dispute and any supporting evidence
3. We will respond within 14 days with our position
4. If unresolved, we offer mediation through a mutually agreed third party
5. Undisputed portions of invoices remain payable on the due date

7. Refund Processing

When a refund is due:

• Method: Bank transfer to the original payer
• Timeline: Within 14 working days of cancellation confirmation
• Requirements: Bank details must be provided in writing for verification

8. Insurance-Backed Work

For work covered by insurance claims:

• Cancellation must be coordinated with the insurance company
• Refunds may be paid to the policyholder or insurer depending on claim status
• Excess payments are non-refundable once work commences

9. Contact for Cancellations & Refunds

To cancel work or request a refund:

• Email: cancellations@southwarkemergencyrepairs.co.uk
• Phone: 07458 148224
• Post: Cancellations Department, My Trusted Builder Ltd, Southwark, London

Please include your quote/reference number, property address, and reason for cancellation.

10. Changes to This Policy

We may update this Refund & Cancellation Policy from time to time. The updated version will be posted on this page with a new "Last updated" date.

This Refund & Cancellation Policy was last reviewed on 18 August 2026.