Cancellation & Refund Policy

1. Introduction

This Cancellation & Refund Policy explains your rights regarding cancellation of building repair services and our policies on refunds, deposits, and guarantee claims. This policy forms part of our Terms of Service.

Unlike retail purchases, building services involve custom work, materials ordered to specification, and labour allocation. Therefore, our cancellation and refund policies are adapted to reflect the nature of construction services.

2. Cancellation Before Work Commences

2.1 Cooling-Off Period (14 Days)

Under the UK Consumer Contracts Regulations 2013, if you signed the contract away from our business premises (for example, at your home or over the phone), you have a statutory 14-day cooling-off period from the date of contract acceptance.

During this period, you may cancel for any reason and receive a full refund of any deposit paid, provided that:

• Work has not yet commenced
• Materials have not been specially ordered or purchased
• You notify us in writing (email is acceptable)

2.2 Cancellation After Cooling-Off Period

If you cancel outside the 14-day cooling-off period but before work begins:

• If no materials have been ordered: Full refund of deposit
• If materials have been ordered: Refund minus the cost of materials that cannot be returned to the supplier
• If specialist/custom items were ordered: These are non-refundable as they cannot be resold

We will provide written confirmation of any deductions with supporting documentation from suppliers.

2.3 How to Cancel

To cancel a contract, contact us:

• Email: [email protected] (preferred for written record)
• Phone: 07458 148224 (follow up with email confirmation)
• Post: My Trusted Builder Ltd, Ealing, London, W5

Your cancellation is effective from the date we receive your written notice.

3. Cancellation After Work Commences

If you cancel after work has started, the following terms apply:

3.1 Payment for Work Completed

You are required to pay for:

• All labour hours worked up to the cancellation date
• All materials installed or used on your project
• All materials ordered specifically for your project that cannot be returned
• Reasonable costs for site demobilisation and making safe
• Any skip hire, waste disposal, or equipment rental incurred

3.2 Notice Period

We request a minimum of 48 hours' notice for non-emergency cancellations to allow us to:

• Reschedule our team to other jobs
• Cancel or redirect material deliveries
• Arrange for site securing if work is paused mid-project

Without adequate notice, you may be liable for additional costs incurred.

3.3 Final Accounting

Within 7 days of cancellation, we will provide:

• Itemised invoice for work completed and costs incurred
• Calculation of refund due (if deposit exceeds costs) or balance due (if costs exceed deposit)
• Supporting documentation for materials and third-party costs

Any refund due will be processed within 14 days of final accounting.

4. Deposit Policy

4.1 When Deposits Are Required

Deposits are required based on project value:

• Under £1,000: No deposit required
• £1,000 - £5,000: 50% deposit on acceptance
• Over £5,000: 30% deposit on acceptance

4.2 Deposit Protection

Your deposit is held as security for:

• Reservation of labour time in our schedule
• Ordering and purchasing of materials
• Commitment of resources to your project

4.3 When Deposits Are Non-Refundable

Deposits become non-refundable when:

• The cooling-off period has expired AND
• Work has commenced OR materials have been ordered/purchased

In such cases, the deposit will be applied against costs incurred as outlined in Section 3.

5. Guarantee Claims (Not Refunds)

For building services, customer satisfaction is addressed through guarantee claims rather than refunds. If you are dissatisfied with work completed, we will rectify the issue rather than refund payment.

5.1 Workmanship Guarantee

All work is guaranteed for 12 months from completion against defects in workmanship. This guarantee covers:

• Faulty installation or application
• Work not meeting building regulations (where applicable)
• Issues directly caused by our workmanship

5.2 What Is Not Covered

Our guarantee does not cover:

• Normal wear and tear
• Damage caused by third parties or other contractors
• Problems arising from inadequate maintenance by the property owner
• Damage from extreme weather, subsidence, or acts of God
• Issues that existed before our work commenced
• Cosmetic changes due to natural ageing or weathering

5.3 10-Year Indemnified Guarantee

For eligible structural works, we offer an optional 10-year indemnified guarantee backed by independent insurance. This provides additional protection for major structural repairs.

• Covers structural defects for 10 years
• Protected even if we cease trading
• Transferable to new property owners

Separate terms and conditions apply. Available on request.

5.4 How to Make a Guarantee Claim

To make a guarantee claim:

1. Contact us: Email [email protected] with your original invoice number and description of the issue
2. Provide evidence: Include photographs showing the defect or problem
3. Allow inspection: We will arrange a site visit to assess the issue (typically within 5 working days)
4. Receive response: We will confirm whether the issue is covered and propose remedial work
5. Schedule rectification: If covered, we will schedule the remedial work at no cost to you

5.5 Response Times

• Emergency guarantee issues: Response within 24 hours (e.g., active leak from repaired area)
• Urgent issues: Response within 3 working days (e.g., safety concerns)
• Non-urgent issues: Response within 5 working days (e.g., cosmetic defects)

6. Disputed Charges

If you dispute charges or believe work is incomplete or unsatisfactory:

1. Notify us immediately: Do not wait until final payment. Raise concerns as they arise.
2. Put it in writing: Email details of the dispute to [email protected]
3. Allow inspection: We will arrange to inspect the disputed work
4. Attempt resolution: We will propose a solution (rectification, partial refund, or other remedy)
5. Independent assessment: If we cannot agree, you may wish to obtain an independent assessment from another qualified builder

Important: Withholding payment without notification does not resolve disputes and may result in debt collection proceedings. Always communicate concerns to us directly first.

7. Dispute Resolution

If a dispute cannot be resolved through direct communication:

1. Mediation: We may suggest independent mediation through a construction dispute resolution service
2. Arbitration: For larger disputes, arbitration may be appropriate
3. Small Claims Court: For disputes under £10,000, the County Court Small Claims Track provides a streamlined process
4. County Court: For larger claims, proceedings in the County Court may be necessary

We prefer to resolve disputes amicably and will always engage in good faith to reach a fair resolution.

8. Insurance Claims

For work funded through insurance claims:

• Refunds follow the same principles but may involve coordination with your insurer
• If the insurer rejects the claim after work has commenced, you remain liable for all costs
• Policy excess is always payable by you and is non-refundable
• Any refund from cancelled work will be issued to the policyholder, not the insurer

9. Changes to This Policy

We may update this Cancellation & Refund Policy from time to time. Changes will be posted on this page with an updated "Last updated" date. Changes do not apply retroactively to contracts already accepted.

10. Contact Us

For questions about cancellations, refunds, or guarantee claims: