This policy forms part of our Terms & Conditions of Service.
1. Please tell us early
If you need to cancel or move a booking, tell us as soon as possible by phone or WhatsApp (0739 151 2497), text, or email (thevalleyshandyman1@gmail.com). A written message (WhatsApp, text or email) gives us both a clear record of when you told us.
We don't take deposits, so the only charges that can ever apply are the ones set out below.
2. Your legal right to cancel within 14 days (homeowners and other consumers)
If you are a consumer and you agreed the job at your home or at a distance (by phone, WhatsApp, text, email or our website), you have a legal right to cancel within 14 days of the day the contract was made, for any reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- If no work has started: cancelling within the 14 days costs you nothing. Any money you have paid (for example for materials) will be refunded within 14 days of you telling us.
- If you asked us to start within the 14 days: many jobs are booked sooner than 14 days. We will only start inside the 14-day period if you ask us to in writing (a text, WhatsApp or email is fine). If you then cancel before the job is finished, you pay a fair proportion for the work done and any materials bought specifically for you up to the moment you told us. Once the job is fully finished, the right to cancel ends — you'll have acknowledged this when asking us to start.
- Urgent repairs: if you asked us to come out to do urgent repair or making-safe work, the 14-day right does not cover that urgent work (it still covers any extra non-urgent work done on the same visit).
- Late-cancellation charges (section 3) do not apply to a cancellation made within your 14-day period, apart from the proportionate payment described above.
How to use your 14-day right
Just tell us clearly that you want to cancel — by phone, WhatsApp, text, email, or post to 10 Victoria Street, West Side, Blaina, Blaenau Gwent, NP13 3BG. You can use the form below, but you don't have to. Your message only needs to be sent before the 14 days end.
Model cancellation form
(Complete and return this form only if you wish to cancel the contract)
To: Giuliano Pinocci trading as The Valleys Handyman, 10 Victoria Street, West Side, Blaina, Blaenau Gwent, NP13 3BG, email: thevalleyshandyman1@gmail.com, phone: 0739 151 2497
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],
Ordered on [*]/received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate
(This is the model form set out in Schedule 3 to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.)
3. Late cancellations, no access and rescheduling (outside the 14-day right)
These charges apply to business customers, and to consumers whose 14-day cancellation period has ended or whose booking is for urgent work. They are designed to cover our genuine losses — the slot we turned other customers away for, and materials bought specifically for your job — and we will reduce or waive them if we manage to fill the slot.
| When you cancel or rearrange | Charge |
|---|---|
| More than 48 hours before the booked start time | No charge — except materials already bought specifically for your job and not returnable (charged at cost; you can keep them) |
| 24–48 hours before | Up to 1 hour at £75 plus non-returnable materials |
| Less than 24 hours before, or no access / no-show (section 4) | Up to 2 hours at £75 (or the quoted price if lower) plus non-returnable materials |
| Emergency / out-of-hours call-out cancelled after we have set off | 1 hour at £150 (the minimum emergency charge) plus any materials bought |
Rescheduling with more than 48 hours' notice is free. Rescheduling with less notice is treated as a late cancellation of the original slot only if we can't fill it.
We will invoice any charge with a breakdown, payable on receipt of the invoice. Unpaid charges are handled under our Payment & Late Payment Policy.
4. No access on the day
If we arrive at the agreed time and can't get in (or can't safely work because of something within your control), we'll try to contact you and wait at least 30 minutes. If we still can't start, it counts as a less-than-24-hours cancellation (section 3). Landlords and agents are responsible for arranging tenant access.
5. If we need to cancel or rearrange
Sometimes we have to move a booking — for example illness, vehicle breakdown, bad weather or an emergency at another job. We'll tell you as soon as possible and offer the next available date. You will never be charged when we cancel or rearrange. If the new date doesn't suit you, you can cancel free of charge and we'll refund anything you've paid for work not done (you pay only for materials you choose to keep).
We may also cancel if it would be unsafe or unlawful to carry out the work, or if we are treated abusively. You pay only for work done up to that point.
6. Business customers
The 14-day statutory cancellation right in section 2 does not apply to landlords, letting agents or other business customers. Section 3 applies from the moment the booking is confirmed.