NEW CONCEPTCancellation and Refund Policy
We supply services, not goods you can send back, so "refund" here means what happens to deposits and prepayments if a job is cancelled, rescheduled or goes wrong. Consumers have extra statutory rights, set out in section 1. Business customers should read section 2. Section 3 applies to everyone.
1. Consumers: your 14-day right to cancel
If you are a consumer (an individual booking for purposes outside your trade or business) and you accepted our quote by email, phone, through this website, or when we visited your home, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel within 14 days of the day the contract was formed, without giving a reason.
1.1 How to cancel
Tell us clearly in writing before the 14 days end. Email gustavo@newconceptinstallation.co.uk, write to Suite 206, Britannia House, 11 Glenthorne Road, London W6 0LH, or use the cancellation form below. You do not have to use the form.
1.2 Refund
We will refund everything you have paid within 14 days of receiving your cancellation, using the same payment method you used, unless you agree otherwise. No fee is charged.
1.3 If you asked us to start within the 14 days
If you want the work done before the 14 days are up, we will ask you to confirm this in writing (the quote acceptance will include a tick box or sentence). If you then cancel part-way through, you must pay a proportionate amount for the work done up to the point you told us, and we refund the rest. If the job has been fully completed within the 14 days with your express agreement, the right to cancel no longer applies.
1.4 Bespoke or made-to-measure elements
If a job includes items made to your specification (for example cut-to-size worktops or custom brackets we order for you), those cannot be cancelled once ordered. We will tell you before ordering.
1.5 After the 14 days
Once the 14-day period has passed, section 3 applies. Your rights under the Consumer Rights Act 2015 to work carried out with reasonable care and skill are unaffected and are explained in section 4.
Model cancellation form
Complete and return this form only if you wish to withdraw from the contract.
To: New Concept Installation Ltd, Suite 206, Britannia House, 11 Glenthorne Road, London W6 0LH Email: gustavo@newconceptinstallation.co.uk I/We hereby give notice that I/we cancel my/our contract for the supply of the following service: Quote or invoice reference: .......................................... Ordered on: .......................................... Name of consumer(s): .......................................... Address of consumer(s): .......................................... Signature of consumer(s) (only if this form is notified on paper): .......................................... Date: ..........................................
2. Business customers
The statutory 14-day right in section 1 does not apply to business customers. Cancellation and rescheduling by businesses is governed by section 3 and by the accepted quote or subcontract. Deposits paid by business customers are refundable only as set out in section 3.
3. Cancelling or moving a booked date (everyone)
Our fitters' time is booked against your date, so late cancellations cost us work we cannot replace. The following charges apply once a date has been confirmed and, for consumers, once the 14-day period has passed or you asked us to start within it:
| Notice given before the booked start | Charge |
|---|---|
| More than TODO: 5 working days | No charge. Any deposit refunded in full within 14 days. |
| TODO: 2 to 5 working days | TODO: 25% of the quoted labour price, or the deposit if lower. |
| Less than TODO: 2 working days, or on the day | TODO: 50% of the quoted labour price, or the deposit if lower, plus any non-refundable costs already incurred (parking permits, hire equipment, materials ordered for you) which we will itemise. |
These charges are our genuine pre-estimate of the loss caused, not a penalty. We will always try to re-book the date first and, if we fill the slot with other work, we will reduce or waive the charge.
Rescheduling: one reschedule with at least TODO: 2 working days' notice is free. Further reschedules may be charged as a cancellation.
If we cancel: if we have to cancel and cannot offer a reasonable alternative date, we refund all money paid in advance for work not done within 14 days. Where the cancellation is our fault, we will also reimburse reasonable documented costs you incurred in reliance on the date, up to the value of the job.
Site not ready or access refused on the day: if our fitters attend and cannot start for reasons within your control, the call-out fee in the quote applies and the visit is treated as a cancellation with less than 2 working days' notice.
4. Refunds where the work is defective
If the work was not done with reasonable care and skill:
- Consumers can ask us to repeat or fix the work at no cost within a reasonable time and without significant inconvenience (Consumer Rights Act 2015, section 55). If we cannot, or do not within a reasonable time, you may claim a price reduction of an appropriate amount, up to the full price (section 56). Refunds are paid within 14 days of us agreeing you are entitled to one.
- Business customers should report defects in writing within 7 days of completion. We will return to remedy genuine fitting defects free of charge; where remedy is not possible we will agree a reasonable price reduction.
We are not responsible for, and will not refund for, defects in furniture or pods we did not supply, damage caused after handover, or problems arising from information you gave us that was inaccurate.
5. How refunds are paid
Refunds are made by bank transfer to the account the payment came from, or by the original payment method, within 14 days of the refund being agreed. We do not charge fees for refunds.
6. Questions and complaints
Contact gustavo@newconceptinstallation.co.uk or +44 7706 983883. We aim to acknowledge complaints within 2 working days and resolve them within 14 days. Consumers can get free independent advice from Citizens Advice (0808 223 1133) and may take unresolved disputes to the small claims track of the county court.