Cancellation & Refund Policy

1. Cancellation Policy

This policy applies to all boiler services (installation, replacement, repair, maintenance) booked with BOILERTIME LTD. Cancellations must be communicated via email or phone using the contact details provided above.

• 24+ Hours Notice: No cancellation fee will be charged if you cancel your appointment with at least 24 hours’ notice before the scheduled service time.
• Less Than 24 Hours Notice: A cancellation fee of [£XX] (or equivalent to the call-out fee) will be charged. This fee covers technician availability and preparation costs.
• No-Show: If you fail to attend the scheduled appointment without prior notice, a full call-out fee will be charged, and the service will be marked as canceled.
• Pre-Paid Services: For pre-paid services canceled with less than 24 hours’ notice, the pre-payment will be retained as a cancellation fee, unless alternative arrangements are agreed in writing.

2. Refund Eligibility

Refunds are considered only in the following circumstances, and all refund requests must be submitted in writing within 7 working days of the service date or cancellation:

• Overpayment of services or materials
• Services not performed (e.g., canceled with 24+ hours’ notice and pre-paid)
• Defective workmanship that cannot be rectified (verified by our certified technicians)
• Materials supplied that are faulty or incorrect (returned in unused condition)

3. Refund Process

All refund requests will be reviewed within 5 working days of receipt. If approved, refunds will be processed via the original payment method (processed securely via Stripe).

Refunds will not include any transaction fees incurred by BOILERTIME LTD for processing the original payment, unless the refund is due to our error.

4. Non-Refundable Items & Services

The following are non-refundable under any circumstances:

• Labor costs for completed services
• Materials that have been used, installed, or damaged
• Cancellation fees (as outlined in Section 1)
• Call-out fees for attended appointments (even if no further work is required)
• Pre-paid maintenance plans or service packages (unless canceled within 7 days of purchase and no services have been used)

5. Rescheduling vs. Cancellation

Rescheduling an appointment is allowed free of charge if requested with at least 24 hours’ notice. Rescheduling is subject to technician availability. If you reschedule more than twice, a rescheduling fee may be applied.

Rescheduling does not count as a cancellation, provided the new appointment is confirmed within 7 days of the original scheduled date.

6. Refund Disputes

If you disagree with a refund decision, you may submit a written dispute with supporting evidence (e.g., photos, invoices, communication records) within 5 working days of the decision. We will review the dispute and provide a final response within 7 working days.

7. Changes to This Policy

BOILERTIME LTD reserves the right to update this Cancellation & Refund Policy at any time. Any changes will be posted on our website with a revised effective date. Your continued use of our services constitutes acceptance of the updated policy.