# REFUND & CANCELLATION POLICY
*Note: UK consumer law gives customers certain cancellation rights, particularly for contracts agreed in your home or at a distance (a short cooling-off period). This policy respects those rights, which are set by law and cannot be reduced.
**Deposits**
Your 20% deposit is refundable if you cancel within any applicable cooling-off period and before we've incurred costs on your behalf. Once specific materials have been purchased or labour has been allocated to your job, the deposit becomes non-refundable to the extent of those costs.
**Cancelling before work begins**
Please let us know as soon as possible if you wish to cancel. If you booked in your home or remotely, you may have a legal right to cancel within a short cooling-off period, which we will always honour. If we've already incurred costs at your request (such as ordering specific materials), we may ask you to cover those.
**Cancelling once work has started**
If work is cancelled after it's begun, we'll invoice you fairly for the work completed and materials used up to that point.
**Refunds for completed work**
If you're not happy with our workmanship, please tell us within 14 days of completion (see snagging, above). We'll inspect the issue and, where it's a genuine fault in our work, put it right at no extra cost. Refunds are considered only for genuine workmanship defects, and only after we've been given the opportunity to correct the issue. Where we can't resolve it to a reasonable standard, we'll discuss a fair partial refund. This does not affect your statutory rights.
**No refunds for**
- Normal wear and tear over time
- Damp, structural, or pre-existing issues outside the agreed scope
- A change of mind after completion
- Damage caused by other trades, occupants, or external factors after we've finished
**Processing refunds**
Any approved refund is processed within 7–14 business days.
**How to contact us**
To cancel or raise a concern, please get in touch as early as possible:
WhatsApp: +44 (0) 7479090294.
Email: contact@alecricambridgedecorators.co.uk
We'll always aim to be fair and reasonable — most issues are sorted quickly with a friendly conversation.