1. Introduction
This Refund and Cancellation Policy explains your rights and obligations when booking services with Elite Boilers & Bathrooms.
It should be read alongside our Terms and Conditions.
2. Quotes and Estimates
All quotes are based on the information available at the time.
Final costs may change if:
• Additional work is required
• Site conditions differ from those expected
• The scope of work changes
We will inform you of any changes before proceeding.
3. Deposits
For certain services, including bathroom installations and larger jobs, a deposit may be required to secure your booking.
Deposits may be used to:
• Secure time in our schedule
• Purchase materials
• Cover initial project costs
Deposit Refunds
Deposits are:
• Non-refundable once materials have been ordered or work has been scheduled
• Refundable only where cancellation is made within the cooling-off period and no costs have been incurred
4. Cancellation by Customers
You may cancel your booking by contacting us using the details on our website.
Notice Periods
• More than 48 hours’ notice: no cancellation fee (unless costs already incurred)
• Less than 48 hours’ notice: cancellation fee may apply
• Same-day or missed appointments: full call-out charge may apply
5. 14-Day Cooling-Off Period
If you book our services remotely (online, by phone, or by email), you may have a legal right to cancel within 14 days under UK consumer law.
However:
• If you request that work begins within this period, you may lose your right to cancel
• You may still be required to pay for work already completed
6. Emergency and Urgent Work
The cooling-off period does not apply where:
• You request urgent or emergency work
• Immediate attendance is required
In these cases, cancellation rights may be limited once work has started.
7. Rescheduling
We will make reasonable efforts to accommodate rescheduling requests.
However:
• Late rescheduling may be treated as a cancellation
• Availability for new dates is not guaranteed
8. Changes to Work Scope
If you request changes after work has been agreed:
• Additional costs may apply
• Timelines may change
Changes should be agreed before additional work is carried out.
9. Refunds
Refunds may be considered where:
• Work has not yet started and no costs have been incurred
• We are unable to provide the agreed service
Refunds will not normally be provided where:
• Work has already been completed
• Materials have been ordered
• Costs have already been incurred
10. Access and Failed Appointments
If we are unable to carry out work due to:
• No access to the property
• Unsafe conditions
• Incorrect or incomplete information
We reserve the right to charge for lost time or reschedule the appointment.
11. Materials and Special Orders
Where materials or products have been ordered:
• These may be non-refundable
• Any refunds will be subject to supplier terms
12. Workmanship Issues
We aim to deliver all work to a high standard.
If you are not satisfied:
• You must notify us within a reasonable time
• We will review the issue and take appropriate action
Refunds will only be considered where issues cannot be resolved.
13. Our Right to Cancel
We reserve the right to cancel or reschedule work where necessary, including due to:
• Safety concerns
• Illness or unforeseen circumstances
• Supply issues
We will aim to provide reasonable notice where possible.
14. Complaints
If you have a complaint, please contact us so we can resolve the issue promptly.
We are committed to fair and reasonable outcomes.
15. Legal Rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015.