Cancellation & Refund Policy
BOILERTIME LTD
Email: boilertimeltd@hotmail.com
Phone: +44 7592 048440
Address: 405 Staines Road West, Ashford Common, TW15 1RB, GB
1. Scope of This Policy
This policy outlines the procedures regarding cancellations, rescheduling, and eligibility for refunds related to on-site boiler services provided by BOILERTIME LTD. We are a service-focused business and do not offer physical product sales, so this policy applies strictly to service bookings only. All requests are reviewed fairly and processed in a timely manner.2. Service Cancellation Requests & Timeframes
Customers may request to cancel or reschedule scheduled services (including installation, repair, maintenance, inspection, and system upgrade services). Cancellation terms and eligibility for refunds are determined by the notice period provided, as outlined below:- More than 48 hours’ notice before the scheduled service: Cancellations are free of charge, and any pre-paid service fees will be eligible for a full refund.
- 24–48 hours’ notice before the scheduled service: Cancellations may incur a small administrative fee (to cover pre-scheduling costs), with the remaining pre-paid amount eligible for a refund.
- Less than 24 hours’ notice or missed appointments: No refund will be provided, and a missed appointment fee may be charged to cover technician travel and time costs.
- Rescheduling is offered free of charge (up to 2 times per booking) if requested with at least 24 hours’ notice; additional rescheduling may incur an administrative fee.
3. Refund Eligibility & Processing Time
Refunds are only considered for service cancellations that meet the notice period requirements outlined in Section 2, or for services that cannot be completed due to internal scheduling errors by BOILERTIME LTD.- Refunds will not be provided for services that have already commenced or been completed, as they relate to on-site labour and expertise.
- Once a refund is approved, processing will begin within 1–2 business days.
- Refund arrival time depends on your payment method: credit/debit card refunds typically take 3–5 business days, while Stripe payment refunds may take 2–7 business days to appear in your account.
4. Non-Eligible Situations for Refunds
Refunds will not be granted in the following circumstances:- Cancellations with less than 24 hours’ notice or missed appointments.
- Services that have already been started or completed, regardless of satisfaction (workmanship concerns are addressed under our Service Warranty & Satisfaction Policy).
- Service cancellations due to client-related issues (e.g., restricted access, last-minute changes to property availability).
- Requests for refunds unrelated to service cancellations (e.g., dissatisfaction with system performance not caused by our workmanship).
5. How to Submit a Cancellation or Refund Request
To request a cancellation or refund, please contact us directly using the phone number or email address provided at the top of this page. All requests must include:- Your full name and contact details
- Booking reference number
- Scheduled service date and time
- Details of your cancellation or refund request