Important: This document is a general information template and does not constitute legal advice. It should be reviewed by a qualified UK solicitor to ensure it reflects the company's current practices and circumstances.
This page explains the cancellation rights that may apply when a consumer agrees work at home, online or by telephone. The exact position depends on how the contract was made and whether you asked us to start early.
1. When the right to cancel may apply
If you are a consumer and enter into a contract online, by telephone, in your home, or elsewhere away from our business premises, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 may give you a 14-day cancellation period. The period will normally begin on the day after the contract is made.
2. How to cancel
Tell us clearly that you wish to cancel before the cancellation period expires. You can do this through our contact page. Include your name, property address, quotation or job reference if available, and the date the contract was agreed. You may use any clear wording; a particular form is not required. Keep a copy of your cancellation notice.
3. Work requested during the 14-day period
We will not normally begin services during the cancellation period unless you make an express request for an early start. If you ask us to begin and then cancel, you may have to pay a reasonable amount for work properly completed up to the time you cancel. If the service has been fully performed following your express request and acknowledgement, the right to cancel may be lost.
4. Emergency repairs
Special rules may apply where you specifically request an urgent visit to carry out repairs or maintenance in an emergency. The cancellation right may not apply to the urgent work and materials specifically needed to deal with that emergency, but it may still apply to additional work.
5. Materials and made-to-measure items
Cancellation rights may be restricted for goods made to the customer’s specifications or clearly personalised. We will identify any such items where relevant. Standard materials remain subject to the applicable consumer rules.
6. Refunds
Where a valid cancellation creates a right to a refund, we will make it without undue delay and normally within 14 days, using the original payment method unless another method is agreed. We may deduct an amount lawfully due for services supplied at your express request before cancellation.
7. Your other rights
The cooling-off right is separate from your rights where services are not carried out with reasonable care and skill or goods are faulty. Nothing on this page limits your rights under the Consumer Rights Act 2015 or other applicable law.
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