Refund Policy

Unambiguous and equitable refund terms for your serenity

Overview

At SpruceTimberPath, we recognize that plans may shift, and we are committed to upholding clear and straightforward refund guidelines. This document details the instances when refunds for plumbing services might be granted.

Please examine this document thoroughly prior to engaging our services. Once you schedule a service with SpruceTimberPath, you confirm acceptance of these refund conditions.

Standard Cancellation and Refund Schedule

More than 48 Hours Before Service

100% Refund

Eligible for: Complete refund except for service charges

Processing Duration: 5-7 business days

Service Charge: £25 for credit card transactions

Requirements: Must be requested through written communication via electronic mail or telephone call

24-48 Hours Before Service

50% Refund

Eligible for: Half the deposit sum

Processing Duration: 7-10 business days

Service Charge: £15 subtracted from the refunded amount

Requirements: A justifiable reason is mandatory; administration costs incurred

Less than 24 Hours Before Service

No Refund

Eligible for: No return of the deposit amount

Exceptions: Emergency scenarios may be taken into account

Replacement: Offering of service credit might be done at the discretion of the management

Requirements: Proof required for urgent situation claims

Urgent Service Guarantee

Our Pledge for Rapid Response

For critical plumbing services, we pledge a response time within 2 hours. Should we fail to keep this pledge:

  • Price Reduction: A 20% markdown on the fee for the service call
  • Prioritized Service: Scheduling of your service as the next open slot
  • Credit Offered: A service credit usable for future emergencies

Assessment of Urgent Service

The emergency service we provide includes:

  • Prompt dispatch of professional plumbers
  • All-day, every day availability for critical cases
  • Swift assessment of urgent plumbing situations
  • Interim remedies to halt further damages
  • Detailed planning for repair

Response Interval: Assessment and delegation of emergency calls within 30 minutes.

Medical Emergency Refunds

Circumstances that Qualify as Emergencies

We comprehend that unexpected medical situations can arise. Below are scenarios that may warrant special considerations:

  • Abrupt sickness or injury necessitating hospitalization
  • Loss of an immediate family member
  • Unforeseen military deployment or recall
  • Mandatory jury service or legal summons
  • Catastrophic events obstructing property access

Documentation Needed

To handle requests for emergency refunds, we ask you to present:

  • A valid medical statement or paperwork from a hospital
  • A death certificate, if applicable
  • Official orders from the military
  • A legal citation or notification for jury service
  • Declarations of emergency or limitations on access

Procedure: Processing of emergency refunds takes place within 3-5 business days following the submission of the necessary documents.

Operational Cancellations

Unavailability of Technician

In the event your scheduled technician is unavailable:

  • Alternate Technician: Another experienced technician will be assigned
  • Rescheduling: Appointment will be rescheduled for a time that suits you
  • Complete Refund: If we are unable to offer the service within the next 48 hours
  • Compensation: A discount may be proposed for the inconvenience

Material Unavailability

When specific materials required are not obtainable:

  • We will seek alternative supplies if possible
  • The timeline of the project will be adjusted to reflect these changes
  • A partial refund for any delay exceeding a duration of 72 hours
  • Storage fees may be charged for projects that are postponed

Refund Processing

Mode of Reimbursement

Returns are conducted using the original payment avenue utilized for reservation:

  • Credit Cards: Typically takes 5-7 business days
  • Direct Bank Transfers: Usually complete within 7-10 business days
  • Cash or Cheque: Generally processed within 3-5 business days

Charges for Processing

Credit Card Handling

A £25 charge for cancellations requested more than 48 hours before the service

Bank Transfer Handling

A £15 charge on all refunds made through bank transfer

Emergency Service Cancellation

A £100 charge for the cancellation of emergency services

Service Credits

Scenarios for Offering Credits

In certain scenarios, we may provide service credits rather than refunds:

  • Appointment cancellations occurring with less than 24-hours' notice
  • Disruptions to operational processes
  • Issues related to customer satisfaction
  • Delays in projects beyond our ability to control

Credit Conditions

  • Validity Period: Service credit is valid for one year from the original issue date
  • Transfer Restriction: Credits are not transferable to others
  • Value: The complete value of the service (excluding handling charges)
  • Utilization: Applicable towards any service on offer
  • Non-extendable: Credits expire after one year with no option for renewal

Refunds for Partial Services

Interruptions in Services

Should there be an interruption or another reason that prevents completion of your service due to factors we have control over:

  • A refund proportionate to the amount of work done
  • A similar value of credit for a future service offering
  • No charge revisits to rectify any outstanding issues

Complications at the Service Site

In the event a service is not viable due to unforeseen site conditions:

  • Potentially a diagnostic charge may be imposed
  • A reimbursement for the part of the work that has not been carried out
  • A revised quotation for any additional necessary work

Resolving Disagreements

If there's a disagreement with a decision regarding a refund, the following steps can be taken:

  • Ask for a reassessment by our supervisory crew
  • Supply further corroboration or evidence
  • Look for a resolution through consumer rights organizations
  • Engage legal proceedings as permitted by relevant laws

Procedure to Seek a Refund

First Step: Making Contact

To lodge a refund request, please contact us through:

Second Step: Providing Information

Your refund appeal should include:

  • Confirmation identifier for the service
  • The date and time the service was scheduled for
  • The reason behind the cancellation
  • Essential supporting documents, where applicable
  • Your preferred method to receive the refund

Third Step: Examination and Completion

We will acknowledge your demand within a day, review it based on this policy, reach a verdict in 48 hours, and proceed with approved refunds as per the aforementioned timeframes.

Vital Points

  • All requests for refunds must be made in a written form
  • The repayment process takes place using £, regardless of the initial payment's currency
  • Guarantees for services are contingent upon site conditions
  • This policy may undergo adjustments, subject to a 30-day notice period
  • Refunds adhere to relevant tax laws and regulations

Contact for Queries

For enquiries related to refunds or to submit an application for a refund:

Refunds Division
SpruceTimberPath Plumbing Services Ltd.
132 High Holborn
London WC1V 6PS
United Kingdom

Tel: +44 20 7123 4567
Electronic Mail: [email protected]
Business Hours: Monday to Friday from 9:00 AM until 5:00 PM

Date of Last Revision: August 21, 2025

This reimbursement policy is founded on the values of fairness and clarity. We advise careful consideration of these stipulations prior to booking a service and we welcome your queries anytime.