Introduction
This policy outlines the cancellation and refund terms for loft conversion, repair, and related services booked with Camden Town Loft & Property Services (operated by My Trusted Builder Ltd). Please read this carefully before confirming any booking or paying a deposit.
1. Cancellation Window
Customers may cancel their booking without charge within 48 hours of the initial survey appointment, provided no structural drawings, planning applications, or material orders have been initiated. After this 48-hour window, cancellation fees may apply to cover costs already incurred.
2. Deposits & Non-Refundable Costs
Deposits paid to secure a survey date or initial design consultation are fully refundable within the 48-hour cancellation window. After this period, the following costs are non-refundable:
- Survey fees: If a structural survey has been completed, the survey cost is non-refundable.
- Design & drawings: Fees for architectural drawings, structural calculations, or planning applications already commissioned.
- Materials ordered: Any materials specifically ordered for your project (e.g., steel beams, roof windows, insulation) that cannot be returned to the supplier.
3. Cancellation After Work Has Started
Once construction work has commenced on site, cancellation will be subject to the following terms:
- You will be invoiced for all work completed up to the cancellation date, including labour, materials, and any subcontractor costs incurred.
- A demobilisation charge may apply to cover the cost of securing the site and removing equipment.
- If the project is resumed within 6 months, the demobilisation charge may be waived at our discretion.
4. Refund Timelines
Refunds that are approved under this policy will be processed within 14 working days of the cancellation request being confirmed in writing. Refunds will be issued via the same payment method used for the original transaction (bank transfer, card refund, or cheque).
5. How to Request a Cancellation or Refund
To cancel a booking or request a refund, please contact us using one of the following methods:
- Phone: 07458 148224 (available 24/7 for urgent cancellations)
- Email: [email protected]
- In writing: Camden Town Loft & Property Services, c/o My Trusted Builder Ltd, registered office address (as shown on Companies House).
Please provide your name, property address, booking reference (if available), and reason for cancellation when contacting us.
6. Exceptions
We reserve the right to refuse refunds in cases of:
- Customer breach of contract (e.g., failure to provide site access, non-payment of invoices).
- Work already completed to a satisfactory standard as verified by building control sign-off.
- Circumstances beyond our control (e.g., extreme weather, supply chain disruptions, force majeure events).
This policy applies to all residential loft conversion, repair, and insulation services provided by My Trusted Builder Ltd trading as Camden Town Loft & Property Services. For commercial or multi-property contracts, separate terms may apply.