Refund and Cancellation Policy

You can reschedule or cancel a pre-planned booking (set-price, hourly or scoped) free of charge with at least 24 hours' notice, subject to office acceptance and engineer availability. Inside 24 hours, or where the engineer has already been dispatched, the one-hour minimum labour at the rate for the time of day applies as a cancellation fee. We do not charge a callout fee.

If a set-price job is cancelled by the Company before any work is performed, any amount paid is refunded in full within 5 working days to the original payment method. If we have started work but cannot complete it on the day for reasons within our control, you pay only for the portion already completed at the published rate, and any balance is refunded.

Hourly and scoped jobs are billed on completion. Where you paid an upfront deposit on a scoped quote and the job is then cancelled by you, the deposit is refundable less (a) any materials we have already procured on the job (recoverable at trade cost) and (b) a £50 + VAT administration charge. Where we cancel for reasons within our control, the deposit is refunded in full.

If your booking is a distance contract or off-premises contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a statutory 14-day cancellation right starting from the day after the contract is made. Exception: where you have asked us to begin work inside the 14-day period and we have started, you are liable for the cost of work already performed (and the call-out fee for emergencies) but not for the unstarted balance. Cancellations must be in writing (email is fine).

Materials supplied as part of completed work are non-returnable. Materials purchased to your specification that we have not yet fitted may be returnable to the supplier at our discretion; any restocking fee charged by the supplier is passed through to you. Manufacturer warranties on parts are separate from our 12-month workmanship guarantee.

Email info@247rapidresponse.co.uk with your job reference, the date of the work, and the reason for the refund request. We aim to respond within 5 working days with a written decision. Approved refunds are processed within 14 calendar days to the original payment method.