Refund & Cancellation Policy

Cancellation & Refund Policy

Last updated: 17 August 2026

  1. 1. Introduction

    This policy explains your rights regarding cancellation of structural repair services and any applicable refunds. Please read this carefully before engaging our services.

    Unlike retail purchases, building services cannot be "returned". This policy therefore focuses on cancellation rights, deposit treatment, and how we handle warranty claims and disputes.

  2. 2. Cancellation Before Work Commences

    2.1 Cooling-Off Period (14 Days)

    Under the UK Consumer Contracts Regulations 2013, you have a statutory right to cancel most contracts within 14 days of signing if the contract was made:

    • At your home or away from our business premises (e.g., at your property during a site assessment)
    • Online or over the phone

    During this cooling-off period, you may cancel for any reason without penalty and receive a full refund of any deposit paid.

    To cancel: Notify us in writing (email is acceptable) at info@fulhamstructuralrepairs.co.uk within 14 days of accepting the Quote.

    2.2 Exceptions to Cooling-Off Rights

    The 14-day cooling-off period does NOT apply if:

    • You have specifically requested urgent work to commence within the cooling-off period (e.g., emergency structural repairs)
    • The contract is for bespoke services where work has already been customised or materials specially ordered for your project

    In such cases, you will be asked to sign a separate waiver acknowledging that cancellation rights are limited once work begins.

    2.3 Cancellation After Cooling-Off Period but Before Work Starts

    If you cancel after the 14-day cooling-off period but before work has commenced:

    • Any deposit paid will be refunded in full, UNLESS
    • We have already incurred non-recoverable costs (e.g., ordered bespoke materials, commissioned structural engineer reports, paid for surveys)
    • In such cases, we will deduct only the actual costs incurred and refund the balance
    • We will provide evidence of any costs deducted

  3. 3. Cancellation After Work Commences

    Once work has started on site, you retain the right to cancel the contract, but the following terms apply:

    • Payment for work completed: You must pay for all work completed up to the cancellation date at the agreed Quote rates
    • Materials ordered: You must pay for materials that have been ordered or customised for your project, even if not yet installed
    • Demobilisation costs: Reasonable costs for removing equipment and leaving the site safe may apply
    • Lost profit: For cancellations without cause, we may charge a reasonable percentage (typically 10-20%) of the remaining contract value to cover lost profit and scheduling disruption

    We will provide a written summary of all charges upon cancellation.

  4. 4. Deposits

    4.1 Purpose of Deposit

    Deposits (typically 20-30% of contract value) are required to:

    • Secure your booking in our schedule
    • Cover initial material purchases
    • Commit resources to your project

    4.2 When Deposits Are Refundable

    • Within cooling-off period: Full refund
    • Before work starts (after cooling-off): Refundable minus documented non-recoverable costs
    • After work starts: Applied against work completed and materials ordered

    4.3 When Deposits Are Non-Refundable

    Deposits become non-refundable once:

    • Bespoke materials have been ordered specifically for your project (and cannot be returned)
    • Work has commenced on site
    • You cancel without cause after the cooling-off period

  5. 5. Warranty Claims (Not Refunds)

    For structural repair services, customer remedy is typically through warranty claims (repair/replacement) rather than refunds. Our warranty terms are:

    5.1 Workmanship Guarantee

    • Coverage: 10 years from completion date
    • Covers: Defects in workmanship, installation errors, failure to meet building regulations
    • Excludes: Normal wear and tear, damage by third parties, lack of maintenance, unrelated structural movement

    5.2 How to Make a Warranty Claim

    1. Notify us: Contact us at info@fulhamstructuralrepairs.co.uk or 07458 148224 with details of the issue
    2. Provide evidence: Photos, description of the problem, and when it was first noticed
    3. Site inspection: We will arrange a site visit within 5-10 working days to assess the claim
    4. Response: We will respond in writing within 5 working days of inspection with our findings and proposed remedy
    5. Remedial work: If the claim is covered, we will schedule repair work at no cost to you

    5.3 Disputed Warranty Claims

    If we determine that an issue is not covered by warranty:

    • We will provide a written explanation with supporting evidence
    • You may request a second opinion from an independent structural engineer (at your cost)
    • If the independent engineer agrees with you, we will cover the engineer's fee and proceed with warranty repair

  6. 6. Dispute Resolution for Payment or Quality Issues

    If you have a dispute about charges, work quality, or cancellation fees:

    1. Direct discussion: Contact us first – most issues can be resolved through direct conversation
    2. Written complaint: If unresolved, submit a formal complaint in writing; we will respond within 10 working days
    3. Mediation: If still unresolved, both parties may agree to mediation through a neutral third party
    4. Independent expert: For technical disputes, an independent structural engineer or building expert may be appointed (costs shared unless one party is clearly at fault)
    5. Legal action: As a last resort, disputes may proceed through the courts of England and Wales

    We are members of relevant trade associations and can provide details of alternative dispute resolution schemes where applicable.

  7. 7. Force Majeure

    Where work cannot be completed due to circumstances beyond our control (e.g., extreme weather, pandemics, supply chain failures, government restrictions):

    • We will pause work and communicate revised timelines
    • Deposits remain protected and will be applied when work resumes
    • If the delay exceeds 8 weeks, you may cancel and receive a refund of unspent deposit
    • We are not liable for consequential losses due to force majeure delays

  8. 8. Our Insolvency Protection

    In the unlikely event that our company becomes insolvent during your project:

    • Where insurance-backed guarantees are provided, these remain valid and will honour completion or rectification
    • Client monies held for work not yet completed may be at risk – we recommend stage payments aligned with work progress rather than large upfront payments

  9. 9. Contact for Cancellations and Claims

    To cancel a booking, request a refund, or make a warranty claim:

    • Email: info@fulhamstructuralrepairs.co.uk (preferred – provides written record)
    • Telephone: 07458 148224
    • Post: Fulham Structural Repairs, Fulham, London SW6

    Please include your name, property address, Quote/reference number, and reason for cancellation or claim.