Cancellation & Refund Policy

Cancellation window

If you inform us by phone or email at least 24 hours before the arranged arrival time, there is zero fee. What happens with late cancellations? You may be billed strictly for bespoke materials already procured for your project, exactly as stated in your quote.

Rescheduling

Rescheduling your appointment carries no surcharge. We will offer the earliest open time slot within one business day.

Conditions that warrant a refund

You receive a full reimbursement if we cancel the appointment, fail to deliver the contracted work, or if the finished job does not align with the quote and cannot be corrected within a sensible timeframe.

• Full waiver of call-out charges when you cancel at least 24 hours prior to the scheduled engineer arrival window.
• If an engineer arrives on site and cannot access the water shut-off point due to locked communal cupboards, a standard call-out assessment charge applies.
• Any bespoke non-catalogue cartridge ordered specifically for your mixer shower is refundable minus manufacturer restocking fees if cancelled after dispatch.

Submitting your refund request

1. Ring our George Street workshop directly on our main phone line.
2. Quote your booking reference number and requested date adjustment.
3. Receive a revised appointment confirmation or cancellation receipt by email.

Timeline

If a deposit was taken for a special-order part that has not yet left the warehouse, your refund will be processed by bank transfer within five working days.

Questions about this policy

Reach out by email to [email protected] or ring +44 20 7916 7510 throughout Mon-Thu 09:45-17:45, Fri 09:45-16:00, Sat 10:15-13:45. We reply to all inquiries within one working day.