Cancellation & refunds
What happens to your deposit and balance if you change your mind, in plain English.
The short version. Cancel more than 48 hours before your confirmed start date and your deposit is refunded in full. You also have a 14-day cooling-off period from the day you book, with a full deposit refund and no reason needed. The balance is only ever charged after your installation is finished.
Cancelling before your installation
- More than 48 hours before your start date: your deposit is refunded in full.
- Within 48 hours of your start date: some or all of the deposit may be kept, to cover the installation slot we held for you.
- Within 14 days of booking: you can cancel for a full refund of your deposit without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Installation windows are normally booked at least three weeks ahead, so this period has usually passed before any work begins.
If your installation starts within the 14 days
If the window you choose falls inside your 14-day cooling-off period, we will ask you to confirm that you want work to begin before it ends. Please read that request carefully: once the installation is fully complete, the right to cancel under those regulations no longer applies, because the work cannot be undone.
If you cancel after your installer has started but before the job is finished, you pay a reasonable proportion of the price for the work already done, and the rest of your deposit is refunded.
The balance payment
When you book, your card is securely saved with our payment processor, Stripe, for the balance. We never see your full card number. Once your installer tells us the job is finished, we email you a link to confirm you are happy with the work, and confirming charges the remaining balance. If we do not hear from you within 3 days of that email, the balance is charged automatically. If anything is wrong with the finish, contact us before then and we will sort it out first.
If something is not right with the work
Your contract is with Flawless, so tell us at hello@flawlesshub.co.uk and we will deal with it. Depending on the problem, we will arrange for your installer to put it right, arrange another vetted installer to do so, or, where that is not possible, offer an appropriate price reduction or refund. This sits alongside your statutory rights under the Consumer Rights Act 2015.
How to cancel
Email hello@flawlesshub.co.uk with your booking reference, which is in your confirmation email, or message us on WhatsApp. We aim to respond within one working day. Refunds go back to the card used for your deposit, and your bank may take a few working days to show them.
Questions and complaints
Email hello@flawlesshub.co.uk and we will aim to reply within one working day. This page summarises sections 3 to 6 of our Terms. If anything here differs from the Terms, the Terms apply.
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