Cancellation & Refund Policy

Last updated: 17 August 2026

1. 1. Introduction

   This policy explains your rights to cancel our services and obtain refunds, and sets out the procedure for making guarantee claims. It applies to all services provided by Greenwich Structural Repairs (My Trusted Builder Ltd).

2. 2. Cooling-Off Period (14 Days)

   Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have a legal right to cancel most contracts within 14 days if the contract was signed away from our business premises (e.g., at your home or over the phone).

   • Duration: 14 calendar days from the date you accepted the quotation/contract.
   • How to cancel: Notify us in writing (email is acceptable) to [email protected].
   • Refund: If you cancel within this period and work has not commenced, any deposit paid will be refunded in full within 14 days.
   • Exception: If you requested urgent work to begin within the cooling-off period (e.g., emergency structural make-safe), you lose the right to cancel once the work has started.

3. 3. Cancellation After the Cooling-Off Period

   If you wish to cancel after the 14-day cooling-off period:

   3.1 Before Work Commences

   • You may cancel at any time before work starts by giving written notice.
   • If we have purchased materials specifically for your project (non-returnable), the cost of these materials may be deducted from your deposit refund.
   • We will provide receipts/invoices for any such deductions.

   3.2 After Work Has Commenced

   • You remain liable to pay for all work completed up to the cancellation date.
   • You are liable for the cost of any materials ordered or delivered for your project.
   • You are liable for any non-cancellable subcontractor costs that we have incurred on your behalf.
   • We will provide an invoice for work completed within 7 days of cancellation. Payment is due within 7 days of receipt.

4. 4. Deposits

   • Purpose: Deposits (typically up to 25% for works over £1,000) secure materials and schedule your project.
   • Refundable: Fully refundable during the 14-day cooling-off period (if work hasn't started).
   • Non-refundable: After the cooling-off period, deposits are non-refundable to the extent that we have incurred costs (materials ordered, subcontractor bookings, survey time) that cannot be recovered.
   • Accounting: We will provide a written breakdown of any costs deducted from a deposit refund.

5. 5. Guarantee Claims (10-Year Indemnified Guarantee)

   Our structural repair work is backed by a 3-year indemnified guarantee. This section explains how to make a claim.

   5.1 What Is Covered

   • Defects in workmanship directly related to the original repair.
   • Failure of structural repairs (e.g., crack stitching, helibar reinforcement) due to incorrect installation.
   • Materials failure where we supplied the materials.

   5.2 What Is NOT Covered

   • Damage caused by third parties (other contractors, vandalism, impact).
   • Structural movement unrelated to the original defect (e.g., new subsidence in a different location).
   • Lack of maintenance by the property owner (e.g., blocked gutters leading to water ingress).
   • Normal wear and tear.
   • Force majeure events (storms, floods, earthquakes, fire).
   • Work carried out by others on the same structure after our completion.

   5.3 How to Make a Guarantee Claim

   1. Notify us: Contact us at [email protected] or 07458 148224 with details of the issue.
   2. Provide evidence: Photographs and a description of the defect help us assess the issue.
   3. Site visit: We will arrange a site visit (free of charge) to inspect the defect.
   4. Assessment: We will respond in writing within 10 working days, confirming whether the issue is covered by the guarantee.
   5. Remedial work: If covered, we will carry out the necessary repairs at no cost to you.

   5.4 Guarantee Transfer on Sale of Property

   The 3-year guarantee may be transferable to a new property owner. To transfer:

   • Contact us with the new owner's details.
   • We will issue a guarantee transfer certificate (may incur a small administrative fee).
   • The guarantee period continues from the original completion date (it does not reset).

6. 6. Disputes About Quality or Pricing

   If you have a dispute about the quality of work or invoiced amount:

   1. Informal resolution: Contact us first — most issues can be resolved through discussion.
   2. Formal complaint: If unresolved, follow our Complaints Procedure (see our Terms of Service, Section 14).
   3. Mediation: We offer mediation through a recognised construction dispute resolution service (costs shared equally).
   4. Legal action: As a last resort, either party may pursue legal action through the courts of England and Wales.

7. 7. Chargebacks and Payment Disputes

   If you dispute a charge via your bank or credit card provider (chargeback):

   • We will provide evidence of the work completed and agreed costs.
   • Work on your property may be suspended until the dispute is resolved.
   • If the chargeback is unsuccessful, the full amount remains payable and may incur late payment interest.

8. 8. Insurance Reinstatement Work

   For work funded by insurance claims:

   • Cancellation rights may differ as the contract is between you and your insurer.
   • Refunds are processed through the insurer, not directly to you.
   • The insurer must approve any variations or additional work.

9. 9. Contact Us

   For cancellation requests, refund queries, or guarantee claims:

   • Email: [email protected]
   • Phone: 07458 148224
   • Post: My Trusted Builder Ltd, Greenwich, London, SE10
   • Response time: We respond to all queries within 2 working days.