Payment and Refund Policy

An order starts with your enquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.

Invoices are due within 14 days of their date unless another term has been agreed in writing; the accepted payment methods are listed on each invoice. For larger jobs, an advance payment or payment in instalments can be agreed in the quotation. If an invoice stays unpaid, we send a written reminder before taking further steps.

We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at [email protected] and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.

Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being finished, or by telephone on 01305 428160 before then. We reply within a few working days and agree with you how the matter will be put right, by reworking the service or by refunding part of the fee.

Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to [email protected] within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.