Refund Policy

1. Our Approach

We stand behind every job. Our sign-off process, where you confirm the start and end times of the work and approve it before the final balance is paid, is designed so that any concerns are raised and dealt with before you pay in full, wherever possible. This policy explains what happens if you are not happy with completed work, and how deposits, materials and cancellations are treated.

2. Your Statutory Rights (Consumer Rights Act 2015)

If you are a Consumer, the Consumer Rights Act 2015 requires that any service we provide is carried out with reasonable care and skill, within a reasonable time, and for a reasonable price where none was agreed. If we fail to meet this standard:

  • Right to repeat performance: you are entitled to ask us to fix the problem, at no extra cost to you, and within a reasonable time and without significant inconvenience to you. This is your primary right, and we ask that you give us the opportunity to put things right before seeking a refund.

  • Right to a price reduction: if repeat performance is not possible, or we have not completed it within a reasonable time or without significant inconvenience to you, you are entitled to an appropriate reduction in price, which, depending on the seriousness of the issue, could be up to the full amount paid.

  • These are statutory rights and nothing in this policy limits or removes them.

3. Our 'Satisfaction Guaranteed' Promise

In addition to your statutory rights above, we promise that if you raise a genuine concern about the standard of completed work within 7 days of completion, we will return to inspect and, where the work falls short of a reasonably competent standard, put it right free of charge. Where, after a fair opportunity to put things right, we are unable to resolve the issue, or the nature of the problem means a repair is not appropriate, we will agree a fair partial or full refund of the labour charge for the affected element of work, reflecting the seriousness of the issue.

This guarantee covers the standard of our labour and workmanship. It does not cover: pre-existing faults or defects in the property; issues caused by normal wear and tear after completion; damage caused by misuse, other tradespeople, or events after we have left the property; or faults in materials you supplied yourself (see section 5).

4. Deposits

Your 50% deposit secures your booking and is non-refundable once paid, reflecting the diary slot reserved and, where applicable, materials ordered on your behalf, except in the following circumstances, where it will be refunded in full:

  • You validly cancel within the statutory 14-day cooling-off period referred to in our Cancellation Policy, before work has started (or before you expressly asked us to begin early).

  • We cancel or are unable to fulfil the booking (see clause 7 of our Cancellation Policy).

  • We are unable to agree a reasonable quote or scope of work before starting, through no fault of yours.

Outside of these circumstances, cancellation charges (which may exceed the deposit) are set out in full in our Cancellation Policy.

5. Materials

Materials we source and purchase specifically for your job are charged at cost with no mark-up, and are non-refundable once ordered, as many are cut-to-size, bespoke, or non-returnable once purchased. Where a material is genuinely faulty, we will pursue a replacement or refund from the supplier or manufacturer on your behalf under their own warranty, and pass this on to you. We are not responsible for the quality of materials you choose to supply yourself, though we will tell you before use if we consider a customer-supplied material unsuitable or unsafe.

6. Once You Have Signed Off the Work

Because our process asks you to review and approve the completed work, and the hours worked, before the final balance is paid, signing off the work as satisfactory is treated as confirmation that it meets the agreed standard at that time. This does not affect your statutory rights under section 2 for problems that only become apparent after completion (a 'latent defect'), for example, a leak that only shows up once the water is run for a period, or fixings that fail shortly after installation. Please report any such issue as soon as you become aware of it, and in any event within a reasonable time, so we can inspect and, where appropriate, remedy it under section 3 above.

7. How to Request a Refund or Remedial Work

  • Contact us by phone on 07391 512497, WhatsApp, or email at thevalleyshandyman1@gmail.com, describing the issue and, where possible, including photographs.

  • We aim to acknowledge your request within 2 working days and arrange an inspection or remedial visit within 7 days, or sooner for urgent issues.

  • Where a refund or price reduction is agreed, we will process it within 14 days, using the same payment method you used to pay us wherever possible.

8. Business Customers

For Business Customers, the statutory rights referred to in section 2 arise instead under the Supply of Goods and Services Act 1982 (services carried out with reasonable care and skill), and remedies for any breach will be agreed between the parties in accordance with clause 14 of our Terms and Conditions.

9. Resolving a Dispute

We aim to resolve every concern directly and fairly. If we are unable to agree a resolution between us, you may wish to seek independent advice from Citizens Advice or the Competition and Markets Authority, or, as a last resort, pursue a claim through the small claims track of the County Court. Nothing in this policy affects your right to do so.