A clear starter policy for emergency and scheduled services. Final legal review is required before launch.
Where a consumer specifically requests a visit for urgent repairs or maintenance, the normal distance/off-premises cancellation provisions can be excluded for that urgent work. This exception does not automatically cover additional non-urgent services or goods other than replacement parts necessarily used for the urgent repair.
If you ask to cancel before we have accepted the booking or before an engineer has been committed, contact us immediately. Refund entitlement depends on the circumstances, whether a contract has been formed and whether costs/services have already been incurred.
If an engineer has been dispatched or urgent work has begun at your specific request, charges may be due for the service actually provided and reasonable committed costs, subject to applicable law and the confirmed booking terms.
If we accept payment but cannot provide the confirmed service and no alternative is agreed, we will arrange any refund due in accordance with applicable law and the payment method available.
Different cancellation rights may apply to scheduled services booked at a distance or off-premises. Insert the final cancellation period, early-performance consent process and any fair deposit terms after professional review.
Call 0207 101 3100 or use the contact details shown on your booking confirmation, quoting your booking reference.