Cancellation & Refund Policy – Brickstead Works

We understand that plans can change. Our cancellation and refund arrangements are designed to be clear and fair, including applicable consumer cancellation rights, payments already made and work that may have started.

1. Your 14-Day Right to Cancel

If you are a consumer entering into a service contract with us online, by telephone or away from our business premises, you may have the legal right to cancel the contract within 14 days without giving a reason.

The 14-day cancellation period normally begins on the day the service contract is entered into. To exercise this right, you must clearly inform us of your decision to cancel before the cancellation period expires.

You can submit your cancellation request using the contact details provided on our website. Please include your name, property postcode and appointment or project reference, if available.

Please note: The 14-day statutory cancellation right applies where the relevant consumer cancellation regulations cover your contract. It does not automatically apply to every type of booking or agreement.

2. Requests to Start Work Within 14 Days

If you ask us to begin work during the 14-day cancellation period, we will obtain your express request before starting, where required by law.

If you subsequently cancel after work has started, you may be required to pay a proportionate amount for the services already provided, provided the applicable legal requirements have been met.

Your right to cancel may end once the service has been fully performed where you have given the required prior express consent and acknowledgement. We will explain these arrangements before work begins.

3. Cancelling or Rearranging an Appointment

If you need to cancel or rearrange an agreed appointment, please contact us as soon as possible. Where practical, we kindly ask for at least 48 hours’ notice before the scheduled start time.

We will do our best to arrange an alternative appointment where required, subject to availability.

Any applicable cancellation charges or amounts payable for work already completed will depend on the agreed project arrangements and applicable consumer law.

4. When a Refund May Be Issued

A refund may be available in circumstances including:

You exercise an applicable statutory 14-day cancellation right.
We cancel an agreed service and payment has already been received for work that will not be carried out.
You have paid for services that are not subsequently provided and a refund is due under the agreed terms or applicable law.
An agreed change to the project results in an amount being refundable.

Where part of the work has already been completed, any refund will take account of the services provided and your statutory rights.

5. Refund Processing Time

Once a refund has been approved, we will arrange it without undue delay and normally within 5 working days.

Refunds will generally be made using the original payment method unless another method is agreed with you.

After the refund has been processed, the time taken for the funds to appear in your account may depend on your bank or payment provider.

Expected refund arrival: We normally process approved refunds within 5 working days. Please allow approximately 5–10 additional working days for the funds to appear in your account, depending on your bank or payment provider.

6. Cancellations by Brickstead Works

In the unlikely event that we need to cancel an agreed appointment or project, we will contact you as soon as reasonably possible to explain the situation and discuss alternative arrangements.

If we are unable to provide services for which you have already paid, any refund due will be arranged in accordance with the agreed terms and applicable law.

7. How to Request a Cancellation or Refund

To request a cancellation, appointment change or refund, please contact us and provide the following information where possible:

Your full name.
Your property postcode.
Your appointment or project reference, if available.
A brief explanation of your request.

We will review your request and confirm the next steps, including any applicable refund amount and expected processing arrangements.

8. Changes to This Policy

We may update this policy from time to time to reflect changes to our services or applicable requirements. The latest version will be available on this website.

9. Your Statutory Rights

Nothing in this policy is intended to exclude or restrict any rights you may have under applicable UK consumer protection legislation. Where this policy differs from your statutory rights, your statutory rights will take precedence.