This policy describes how refunds and cancellations are handled for purchases made through WandsworthEmergencyRepairs.co.uk, operated by My Trusted Builder Ltd.
1. Subscription Cancellations
You may cancel your subscription at any time from your account settings or by contacting support@mytrustedbuilder.co.uk. Cancellation takes effect at the end of your current billing period; you will retain access until that date, and no further charges will be made.
2. Refund Eligibility
- Within 14 days of purchase: eligible for a full refund upon request, no questions asked.
- After 14 days: refunds are considered on a case-by-case basis (e.g. service outage, billing error, duplicate charge).
- Free trials: converting from a free trial to a paid plan is not eligible for the 14-day window described above unless required by local law.
3. Deposits
Where a deposit is taken to secure a survey slot or reserve a start date, this is detailed in your written quote, including whether and under what circumstances it is refundable.
4. Cancellation before work starts
If you cancel before any work or materials have been committed, any refundable deposit will be returned less any costs already reasonably incurred (for example, a structural engineer's fee already paid on your behalf).
5. Cancellation after work has started
Once work has started on site, you will be invoiced for work completed and materials ordered up to the point of cancellation, in line with the payment schedule in your contract.
6. Non-Refundable Items
- Custom or one-time services already performed
- Add-ons or usage-based charges already consumed
- Fees explicitly marked as non-refundable at time of purchase
7. How to Request a Refund
Email support@mytrustedbuilder.co.uk with your account email and order/invoice number. Requests are typically reviewed within 3 business days.
8. Refund Processing
Approved refunds are issued to the original payment method within 5–10 business days. Processing times after that point depend on your bank or card issuer.
9. Disputes
If you're unhappy with completed work, contact us first so we can inspect and resolve the issue under our workmanship guarantee before pursuing any other resolution route.
10. Chargebacks
Please contact us before initiating a chargeback with your bank — we're generally able to resolve billing issues faster directly.
11. Statutory Rights
Nothing in this policy limits any statutory right to a refund or cancellation that applies in your jurisdiction (e.g. EU/UK consumer withdrawal rights).
12. Changes to This Policy
We may update this policy from time to time. Changes take effect when posted, with an updated "Last updated" date.
13. Contact Us
My Trusted Builder Ltd
support@mytrustedbuilder.co.uk