This policy forms part of our Terms of Service. It says what happens if you cancel, what happens if we cancel, how and when refunds are paid, and what to do if you are unhappy with the work.
You can cancel at any time before we begin work, by phone, text or email, and you owe us nothing for labour. If you have paid for materials we were supplying, we refund that payment in full. The one exception is bespoke material that has already been cut or made to your measurements and cannot be returned to the supplier; in that case we refund whatever the supplier refunds us and tell you the figure before you decide.
Because we agree jobs at your home or by email rather than at our premises, the Consumer Contracts Regulations 2013 give you the right to cancel within 14 days of the day you accept the quote, for any reason. To use it, tell us in writing (an email to hello@keys-tone.org is enough) within those 14 days. We refund everything you have paid within 14 days of your cancellation.
If you want us to start within the 14 days, we will ask you to confirm that in writing. If you then cancel, you pay a fair amount for the work done up to the moment you cancelled, at the rates on your quote, and nothing more.
You can still cancel. You pay for the work completed up to that point, priced at the rates on your quote, plus any materials already ordered for you that cannot be returned. We send you an itemised invoice showing exactly how that figure is made up. If you have paid more than that, the difference is refunded.
Occasionally we find at the start of a job that it cannot be done as quoted, for example because the floor underneath is not sound. If we cannot agree a way forward with you, we cancel the job, and everything you have paid is refunded in full within 14 days. You are not charged for our time.
Tell us before you sign off and we put it right before anything is invoiced. If a problem with our workmanship appears after sign-off, our guarantee applies: we come back and repair it at no cost. If a repair is not possible, we refund the price of the affected part of the work. Under the Consumer Rights Act 2015 you are entitled to work carried out with reasonable care and skill, and to a repair or a price reduction if it is not; nothing here reduces that.
Refunds go back the way you paid. Card payments are refunded through Stripe to the same card and usually show on your statement within 5 to 10 working days of us issuing the refund; bank transfers are returned to the account they came from. We confirm every refund to you by email on the day we issue it, and we do not deduct any fee.
If you think a charge is wrong, contact us first: 07449 651632 or hello@keys-tone.org. We acknowledge within 2 working days and resolve within 14. We keep the quote, the sign-off sheet and the invoice for every job, so we can show you exactly what was agreed and paid. Raising a dispute with your card issuer before talking to us is slower for you and does not get you a refund any sooner; where a refund is due, we simply pay it.