About this policy

This policy applies to roofing services and materials supplied as part of our roofing work to residential customers acting mainly outside their trade or business. Read it alongside your quotation and agreed terms. Nothing in this policy limits your statutory rights; those rights take priority over any conflicting term. Any guarantee is additional to your statutory rights.

Deposits and advance payments

Your quotation will explain the agreed work, total price, deposit and payment schedule before you enter into the contract. Deposits and advance payments count towards the total price and are not automatically non-refundable. Any deductions following cancellation must be lawful, fair and explained.

Your cooling off rights

For qualifying contracts agreed online, by telephone or away from our business premises, including at your home, you normally have a statutory 14-day cancellation period and can cancel without giving a reason.

For a services contract, the period ends 14 days after the day the contract is entered into. Where your contract is legally a sales contract for goods, including goods with installation, the statutory period normally runs from receipt of the goods, with different rules for multiple deliveries. We will provide the applicable cancellation information with your contract. Any longer statutory period takes priority over this policy.

To cancel, tell us clearly using the contact details above before the deadline. You may use the cancellation form at the end of this policy, but you do not have to. Email or post provides a record. If required cancellation information has not been supplied, your cancellation period may be extended by law.

If you validly cancel a services contract during the statutory period before work starts, we will refund all payments for that service, including the deposit. If work has started, section 4 applies.

Starting work during the cooling off period

We will only start work during a statutory cancellation period at your express request. For contracts agreed away from our premises, we will obtain that request in a durable form, such as email or a signed document. We will explain any payment due if you subsequently cancel.

If you cancel after requesting an early start, you may have to pay a proportionate amount for services supplied up to cancellation, where the law permits. We will refund the balance. We will not make a deduction where the legally required request or information was missing.

For a services contract, you lose the statutory cancellation right once the service is fully performed only if you expressly requested early performance and acknowledged beforehand that the right would be lost upon full performance. Starting work alone does not remove the right.

Urgent repairs and specially made goods

The statutory cooling-off right does not normally apply where you specifically ask us to visit for urgent repairs or maintenance. This exception covers only the urgent work requested and replacement parts necessarily used. Additional services or goods may still carry cancellation rights.

Goods genuinely made to your specifications or clearly personalised may be exempt from the statutory change-of-mind cancellation right. We will identify such goods before agreement. Ordering ordinary stock materials for your job does not, by itself, make them bespoke. Your rights concerning faulty work or goods remain unaffected.

Cancellation outside the cooling off period

Please contact us as soon as possible if you wish to cancel after the statutory period, or where no statutory cancellation right applies. Under the agreed contract, we may retain or charge a fair amount for work properly completed and actual losses directly caused by cancellation, where permitted by law.

These may include reasonable, unrecoverable material costs or other genuine losses. We will take reasonable steps to reduce our losses, account for costs saved and materials that can be returned or reused, and avoid charging twice for the same loss. We will explain any deductions and refund the remaining balance. We do not impose automatic forfeiture of all payments or a fixed cancellation penalty.

Faulty or incomplete work

We will perform our services with reasonable care and skill and in accordance with the agreed contract. If you believe our work is faulty or differs from what was agreed, contact us with details. Photos and your quotation or invoice reference may help, but are not a condition of exercising your statutory rights.

Where applicable, you may require us to correct the work at our expense, within a reasonable time and without significant inconvenience. If correction is impossible, or we fail to provide it within a reasonable time and without significant inconvenience, you may be entitled to an appropriate price reduction, potentially up to the full price paid. Other applicable legal remedies remain available.

Faulty materials supplied by us will be dealt with under your applicable statutory rights, including repair, replacement, price reduction or refund where required by law.

If we cancel

If we cancel before supplying any work, we will refund payments for the cancelled work in full. If we cannot complete a job after starting, we will explain the position and refund payments for services not supplied. Your rights concerning any breach of contract or defective work remain unaffected.

Refund method and timing

Refunds will normally use the original payment method unless you expressly agree otherwise. We will not charge a refund fee or require you to accept credit instead of a refund to which you are entitled.

For a statutory cancellation of a services contract, we will issue the refund without undue delay and within 14 days after being informed of cancellation. For a statutory cancellation involving returnable goods, we will comply with the applicable legal deadlines; where legally permitted, reimbursement may be withheld until we receive the goods back or evidence of their return, whichever is earlier. We will explain any applicable return arrangements and lawful costs before the contract is made.

For an agreed statutory price reduction for our services, we will refund without undue delay and within 14 days after agreeing that you are entitled to it. Other refunds agreed under this policy will be issued within 14 days of agreement. Bank processing time does not extend our deadline to issue the refund.

Contact and complaints

Send requests or complaints to the email, telephone number or postal address at the top of this policy. Where possible, include your name, property address and quotation or invoice reference. We will investigate and explain our proposed resolution and any refund calculation. This policy does not restrict your rights to obtain independent advice, pursue legal remedies or raise an eligible dispute with your payment provider.