Refund & Cancellation Policy

1. About this policy

This policy applies to consumers who engage Bridgehouse Services Limited (company number 17312642, registered office 21 Delamere Road, London, England, W5 3JL) to carry out construction, landscaping, retaining wall, garden structure or car park works.

Nothing in this policy or in our quotations removes or limits your statutory rights. Where our terms conflict with your statutory rights, your statutory rights prevail.

2. Your rights under the Consumer Rights Act 2015

When we supply services to you as a consumer, the law requires that:

• the work is carried out with reasonable care and skill;
• the work is carried out within a reasonable time, where no time has been agreed in writing;
• you pay a reasonable price for the work, where no price has been fixed in advance.

If the work is not carried out with reasonable care and skill, you are entitled to:

• Repeat performance: we will put the work right at our own cost and within a reasonable time, without significant inconvenience to you; and
• A price reduction: if repeat performance is impossible or we do not complete it within a reasonable time, you may claim an appropriate reduction of the price, which can be up to the full amount, refunded within 14 days of agreement.

Any goods and materials we supply (paving, timber, fencing, bollards, signage and similar) must be of satisfactory quality, fit for purpose and as described. If they are not, you are entitled to the short-term right to reject within 30 days of supply, or otherwise to repair or replacement, and to a price reduction or a refund if repair or replacement fails or is not possible.

3. Cancellation rights (Consumer Contracts Regulations 2013)

Where we agree a contract with you away from our business premises (for example at your home during a site visit) or at a distance (by telephone, email or online), you have the right to cancel within 14 days of entering into the contract, without giving a reason.

How to cancel

Tell us clearly in writing before the 14-day period ends, by email to info@bridgehouseservices.online or by post to our registered office. You may use the cancellation form below, but you do not have to. To meet the deadline it is enough that you send your notice before the period expires.

Work started during the cancellation period

If you want us to begin work before the 14 days have passed, we will ask for your express request in writing. You keep your right to cancel, but if you then cancel you must pay a proportionate amount for the work already carried out and materials already supplied up to the point you told us you were cancelling.

Exceptions

The 14-day cancellation right does not apply to goods that are made to your specification or clearly personalised (for example bespoke joinery, made-to-measure gates or custom-fabricated signage), or to services that have been fully performed with your prior express consent and your acknowledgement that you would lose the right to cancel.

Refunds after cancellation

Where you cancel within the 14-day period, we will refund all sums received from you, less any deduction properly due for work performed at your request, within 14 days of being informed of your decision, using the same payment method you used.

Model cancellation form

To: Bridgehouse Services Limited, 21 Delamere Road, London, England, W5 3JL, info@bridgehouseservices.online.
I/We hereby give notice that I/we cancel my/our contract for the supply of the following service: ____________________.
Ordered on / received on: ____________________.
Name of consumer(s): ____________________.
Address of consumer(s): ____________________.
Signature (only if this form is notified on paper) and date: ____________________.

4. Deposits and staged payments

• We may take a deposit of up to [X]% of the quoted price to secure your booking and cover materials ordered specifically for your job.
• Deposits are fully refundable if you cancel within the statutory 14-day period and we have not started work or ordered bespoke materials at your request.
• Outside the cancellation period, if you cancel we will refund your deposit less our reasonable costs actually incurred, such as bespoke or non-returnable materials, skip or plant hire already booked, and labour already carried out. We will provide a written breakdown.
• Larger projects may be invoiced in agreed stages. Stage payments cover work already completed and are not refundable for work properly performed.
• If we cancel, fail to attend on the agreed dates without reasonable cause, or cannot complete the works, you will receive a full refund of any sums paid for work not carried out, within 14 days.

5. Snagging, defects and guarantee

• We will walk the completed works with you at handover and record any snags in writing.
• Please report defects as soon as you notice them, and in any event within [14] days of handover for visible finishing issues.
• We ask for a reasonable opportunity to return and remedy defective workmanship before you engage another contractor. If you have someone else put the work right without giving us that opportunity, we may not be able to reimburse those costs.
• Our workmanship is guaranteed for [12] months from completion. Manufacturer warranties on materials and installed products are passed on to you where they apply.
• The guarantee does not cover fair wear and tear, misuse, damage by third parties, storm or ground movement outside our control, lack of agreed maintenance, or defects in materials or existing structures that you supplied or instructed us to build on.
• Your statutory rights, including the six-year limitation period for claims in England and Wales, are unaffected by the length of our guarantee.

6. Variations and additional work

If the scope changes, or hidden conditions come to light once work begins (for example unsuitable ground, drainage or existing structures), we will stop, explain the position and give you a written variation with a revised price and timescale before continuing. You are not charged for additional work you have not approved.

7. Complaints procedure

1. Contact us at info@bridgehouseservices.online or 07448 209191 with your name, site address and a description of the problem.
2. We will acknowledge your complaint within [3] working days.
3. We will investigate and give you a written response, with our proposed remedy, within [14] working days.
4. If you are not satisfied, you may ask for the matter to be reviewed by a director, and we will respond within a further [14] working days.

If we cannot resolve matters between us, you may be able to use an alternative dispute resolution (ADR) scheme, or bring a claim in the county court (small claims track) in England and Wales. You can also get free advice from Citizens Advice on 0808 223 1133.

8. Commercial clients

The statutory consumer rights described above apply to consumers. Where we contract with a business (for example car park management for a managing agent or site operator), the terms of our written commercial quotation and terms of business apply instead.