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Refund Policy

REFUND & CANCELLATION POLICY

Last updated: 6 October 2026

This Refund & Cancellation Policy applies to services provided by MaintainRight Ltd, trading as MaintainRight.

We aim to deal with cancellations, refunds and payment disputes fairly and in accordance with applicable UK consumer law.

1. About Us

MaintainRight Ltd
Trading as MaintainRight

Company number: 17414343
Registered in: England and Wales

Registered office:
3 Kingfisher Rise
Cranbrook
Exeter
England
EX5 7GN

Email: info@maintainright.co.uk
Telephone: 07828 626 161

2. Service-Based Business

MaintainRight mainly provides property maintenance, repair, cleaning, installation and related services.

Because we provide services rather than standard retail goods, refunds are assessed according to:

  • the work agreed;

  • the work already completed;

  • materials purchased;

  • costs already incurred;

  • any applicable cancellation rights; and

  • your statutory consumer rights.

3. Deposits

We may require a deposit before booking work, ordering materials or committing subcontractors.

The deposit amount will normally be shown on your quotation or invoice.

A deposit may be used towards:

  • materials;

  • specialist or bespoke products;

  • labour reservations;

  • subcontractor bookings;

  • delivery costs;

  • equipment hire; or

  • other costs directly connected with the job.

4. Cancelling Before Work Starts

If you wish to cancel a booking before work starts, please contact us as soon as possible.

Where you have a statutory right to cancel, that right will apply.

Where no statutory cancellation right applies, we will normally refund amounts paid after deducting any reasonable costs or losses already incurred as a direct result of the booking.

These may include:

  • non-returnable materials;

  • bespoke or special-order goods;

  • supplier cancellation charges;

  • committed subcontractor costs; or

  • other reasonable costs already incurred.

We will not impose an excessive or unfair cancellation charge.

5. 14-Day Consumer Cancellation Rights

If you are a consumer and you enter into a contract with us:

  • online;

  • by telephone;

  • by email;

  • at your home; or

  • away from our business premises,

you may have a legal right to cancel the contract within 14 days, subject to applicable UK consumer law and certain exceptions.

You do not need to provide a reason for exercising a statutory cancellation right.

To cancel, contact us clearly stating that you wish to cancel.

6. Starting Work Within the 14-Day Period

You may ask us to start work before the 14-day cancellation period has ended.

Where applicable, we will ask you to confirm expressly that you want us to start early.

If you later cancel after work has started, you may be required to pay a reasonable amount for the work properly carried out up to the point of cancellation.

Where the service has been fully completed during the cancellation period following your express request and acknowledgement, your statutory right to cancel may end once the service has been fully performed, where permitted by law.

7. Emergency Work

Different rules may apply where you specifically request urgent work to deal with an emergency.

This may include urgent repairs required to:

  • stop a leak;

  • make an unsafe situation safe;

  • prevent further property damage; or

  • deal with another genuine maintenance emergency.

Any additional non-urgent work may still be subject to normal cancellation rights.

8. Materials Already Purchased

If we have purchased materials specifically for your job before you cancel, the treatment of those costs will depend on whether the materials can reasonably be returned.

If they can be returned, we will normally take reasonable steps to return them.

Any genuine supplier restocking, delivery, return or cancellation costs may be deducted where legally permitted.

Special-order, bespoke, cut-to-size or non-returnable materials may remain chargeable where they were ordered specifically for your job with your agreement.

9. Customer-Supplied Materials

If you supply your own materials or products, we are not responsible for refunding their purchase price.

Any refund for defective customer-supplied materials should normally be sought from the retailer or manufacturer.

If additional labour is required because a customer-supplied item is defective, incorrect, incomplete or unsuitable, additional labour charges may apply.

10. Cancellation After Work Has Started

Subject to your statutory cancellation rights and the rules in sections 5 and 6, if you cancel after work has already started, you will normally be responsible for paying for:

  • work properly completed up to the cancellation date;

  • materials already used;

  • materials that cannot reasonably be returned;

  • committed subcontractor costs; and

  • other reasonable costs directly incurred.

Any refund due will be calculated after these amounts have been taken into account.

11. Completed Work

A customer is not automatically entitled to a refund simply because work has been completed.

If you believe our service has not been carried out with reasonable care and skill, please contact us as soon as possible.

We may ask for an opportunity to:

  • inspect the issue;

  • investigate what happened;

  • repeat or correct the work where appropriate; or

  • agree another suitable remedy.

Your rights under the Consumer Rights Act 2015 are not affected by this policy.

12. Faulty or Unsatisfactory Work

Where our service does not meet the standard required by applicable consumer law, you may have rights that can include:

  • repeat performance of the service; or

  • an appropriate price reduction where repeat performance is impossible or cannot be carried out within a reasonable time and without significant inconvenience.

Any remedy will depend on the circumstances and your statutory rights.

13. Problems Not Caused by Our Work

We are not normally responsible for providing a refund where the problem results from something outside the work we carried out.

Examples may include:

  • a pre-existing defect;

  • hidden structural problems;

  • defective customer-supplied materials;

  • damage caused by another contractor;

  • misuse or accidental damage;

  • deterioration after completion;

  • water ingress from another source;

  • movement of the building;

  • failure of equipment outside our agreed scope of work.

14. Cleaning Services

Cleaning services are assessed according to the service agreed.

We cannot guarantee that every stain, mark, odour, mould deposit or permanent discolouration can be removed.

The inability to remove a permanent stain or defect does not automatically mean the service is defective, provided the service was carried out with reasonable care and skill.

15. Changes to the Scope of Work

If you request additional work or changes after accepting a quotation, those changes may result in additional charges.

A refund will not normally be provided for properly completed additional work that you requested or approved.

16. Missed Appointments or No Access

If we attend an agreed appointment but cannot gain access to the property through no fault of ours, we may charge a reasonable amount for wasted travel and labour time.

Where applicable, any refund of prepaid amounts may be reduced by the reasonable loss actually incurred.

17. Refund Processing

If you exercise a statutory right to cancel a service contract, we will refund amounts due without undue delay and within 14 days of being informed of your cancellation, subject to any lawful deduction for services supplied at your express request.

Where you are entitled to a price reduction for services under the Consumer Rights Act 2015, we will refund the amount due without undue delay and within 14 days of agreeing that you are entitled to it.

Refunds will use the original payment method unless you expressly agree otherwise, and we will not charge a refund fee. Your bank or payment provider may take additional time to display the credit.

18. Disputed Invoices

If you believe an invoice is incorrect, please contact us promptly and explain the reason for the dispute.

Where only part of an invoice is disputed, the undisputed amount should still be paid when due.

We will review the disputed amount and respond within a reasonable period.

19. Business Customers

Different contractual rights may apply where services are supplied to:

  • landlords acting in the course of business;

  • letting agents;

  • property management companies;

  • companies;

  • commercial organisations; or

  • other business customers.

Consumer cancellation rights do not necessarily apply to business-to-business contracts.

Any separately agreed commercial terms will take priority where applicable.

20. Statutory Rights

Nothing in this Refund & Cancellation Policy excludes or restricts any rights you have under applicable law.

Where you are a consumer, your statutory rights remain unaffected.

21. Contact Us

For cancellations, refund requests or payment disputes, please contact:

MaintainRight Ltd
Trading as MaintainRight

Registered office:
3 Kingfisher Rise
Cranbrook
Exeter
England
EX5 7GN

Company number: 17414343
Email: info@maintainright.co.uk
Telephone: 07828 626 161

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