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Refund Policy

A legal disclaimer

At Innovation Experts LTD, we pride ourselves on delivering high-quality construction, renovation, and maintenance services. Due to the bespoke and service-based nature of our work, we operate a strict no-refund policy under most circumstances.

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1. General Position on Refunds

We do not offer refunds for:

  • Time already spent on-site or in project preparation;

  • Materials ordered or purchased specifically for your project;

  • Cancellations made after work has commenced or been scheduled;

  • Subjective dissatisfaction (e.g. “I changed my mind” or “It looks different than expected”);

  • Any completed works or services rendered, whether used or not.

This is in accordance with our rights under UK law relating to custom, made-to-order, or service-based work that begins with your agreement.

2. Consumer Rights (Legal Minimum Compliance)

If you are a consumer (not a business) and have booked our services for personal, non-commercial use, you may have limited cancellation rights under the Consumer Contracts Regulations 2013, but only if the work has not started.

Once we begin work — with your consent (which includes accepting a quote, booking a date, or allowing us access) — your right to cancel is lost, and no refund will be due unless we are legally required to provide one (e.g. service not delivered or misrepresented under the Consumer Rights Act 2015).

3. Custom and Bespoke Work Clause

Because our work is tailored to each customer’s individual project and specifications (e.g. measurements, colours, material choice, and structural design), it is classed as "bespoke construction services" and therefore exempt from the standard 14-day cooling-off period under UK law (Consumer Contracts Regs. 28(1)(b)).

4. Exceptional Circumstances

In the rare event that a refund is legally required (e.g. due to proven non-performance or breach of contract), we may offer either:

  • A partial refund, based on work not yet completed, minus:

    • Labour/time already spent

    • Cost of materials

    • Project preparation and administration

    • Any loss of business incurred

Any refund must be requested in writing within 7 calendar days of the disputed issue and accompanied by clear evidence. We will respond within 30 days. We reserve the right to reject refund requests that are unsupported, exaggerated, or inconsistent with the facts of the project.

5. Disputes and Chargebacks

Initiating a payment dispute or chargeback without first attempting to resolve the matter in writing with us may be treated as breach of contract, and we reserve the right to recover our losses through legal or debt recovery channels.

6. Non-Refundable Payments

The following are strictly non-refundable under any circumstances:

  • Deposits or booking fees

  • Call-out fees or site visits

  • Emergency or out-of-hours work

  • Works delayed due to third-party or client-side issues

  • Materials purchased once ordered

7. Our Commitment

While refunds are not part of our standard policy, we are committed to resolving genuine service issues in line with our legal obligations. If you have a concern, contact us promptly so we can address it.

8. Contact for Refund or Complaint Inquiries

Innovation Experts LTD
Email: admin@innovation-experts-ltd.com
 

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