1. Scope
This policy covers requests to cancel or reschedule a service and requests for refunds. The final version must match the actual booking and payment process.
2. Before a booking is confirmed
A quote or enquiry is not necessarily a booking. The business should clearly state when a booking becomes confirmed, what payment is due and how the customer can cancel.
3. Rescheduling
Customers should contact the business as early as possible to request a new appointment. Any notice period or rescheduling fee must be disclosed before the customer commits and must comply with applicable law.
4. Customer cancellations
Any cancellation charge should reflect the agreed terms, applicable consumer law and, where relevant, reasonable costs already incurred. Do not apply undisclosed or unlawful charges.
5. Business cancellations
If the business cancels or cannot provide the agreed service, it should contact the customer to discuss rescheduling or a refund of amounts paid for services not supplied, subject to the contract and applicable law.
6. Deposits, parts and special orders
The quote should explain how deposits, ordered parts, materials and work already completed are treated if a booking changes or is cancelled. Any deduction must be lawful and transparently disclosed.
7. Concerns about completed work
Contact the business with the booking reference, service date, description of the concern and relevant photographs. The business should review the issue and discuss an appropriate remedy in line with the contract and statutory rights.
8. Refund processing
Where a refund is agreed, confirm the amount, method and expected processing timeframe. Actual bank or payment-provider processing times may vary.
9. Statutory rights
Nothing in this policy removes consumer rights that cannot legally be excluded. Distance-selling, off-premises contract and service-cancellation rules may apply depending on the jurisdiction and circumstances.
10. Contact details
Insert the verified customer-service email, phone and postal address before launch. Do not publish an unmonitored contact channel.
Last reviewed: 23 October 2026 (draft date; review before publication).