Cancellations and Refunds

Your 14 day right to cancel

Because we normally agree work at your home, over the phone, by WhatsApp or through this website, the Consumer Contracts Regulations 2013 give you 14 days from the day we agree the work to change your mind and cancel, without giving a reason.

To cancel, just tell us clearly: call 07956 754 634 or email general@londonflow.co.uk. A message before the 14 days are up is enough.

If you ask us to start straight away

Emergency and urgent jobs usually cannot wait 14 days. If you ask us to start within the cancellation period, you are agreeing that the work can begin, and:

• You can still cancel during those 14 days.
• You must pay for the work already carried out and for any materials already used or ordered specifically for your job, in proportion to what has been done.
• Once the job is fully completed within the 14 days, the right to cancel comes to an end.

Deposits

Where a deposit is taken for a larger installation, it is refundable if you cancel within the 14 days, less the cost of any work already done and any materials ordered specifically for your job that cannot be returned.

Refunds

Any refund due is paid using the same method you paid with, within 14 days of you telling us you are cancelling.

If the work is not right

Under the Consumer Rights Act 2015 our work must be carried out with reasonable care and skill, and any parts supplied must be of satisfactory quality. If something is wrong, tell us and we will return to put it right at no cost to you. If we cannot put it right within a reasonable time and without significant inconvenience, you can ask for a price reduction. Faults caused by wear and tear, misuse, or other work not carried out by us are not covered.

Missed appointments

Please give us as much notice as you can if you need to rearrange. If nobody is at the property when we arrive at an agreed time, we may charge the call-out fee to cover the visit.

Questions

Contact London Flow at general@londonflow.co.uk or 07956 754 634.