This cancellation and refund policy applies to customers who inquire about, book, or purchase heating and air conditioning installation services through HAMLET MAINTENANCE LTD.
- Service Cancellation
Customers who need to cancel confirmed services should contact HAMLET MAINTENANCE LTD as soon as possible and provide the relevant project or order information.
For service cancellation, customers are advised to submit a cancellation request at least 48 hours before the scheduled installation time so that we can adjust the project arrangements accordingly.
If the service has not yet started, we will process the cancellation request based on the current status of the project, actual costs incurred, and applicable laws.
- Cancellation After Service Commencement
Customers can still contact us to submit a cancellation request if the relevant installation service has already started.
For services that have been partially completed, labor already provided, materials already used, or reasonable project costs already incurred, the refund amount may be adjusted based on the actual circumstances.
Completed services are generally not eligible for a full refund.
This policy does not exclude or limit the statutory cancellation rights enjoyed by consumers under applicable laws.
- Cancellation Request Processing Time
Upon receiving a complete cancellation request, we typically review it within 3 business days and inform the client of the processing result via the contact information provided.
If the project involves on-site construction arrangements, equipment procurement, or other matters requiring further verification, the processing time may be extended appropriately. We will communicate with the client promptly where reasonable.
- Refund Request
If the client meets the refund criteria, they can contact us through HAMLET MAINTENANCE LTD to submit a refund request.
The refund request should include, if possible:
Client Name
Contact Information
Project or Order Information
Payment Record
Reason for Refund and Related Explanation
We will begin the review process upon receiving complete information.
- Refund Processing Time
Once the refund criteria are met and the refund is confirmed, we will typically initiate the refund process within 3 business days.
The refund will be processed according to the client’s original payment method as much as possible.
After the refund is initiated, the actual arrival time usually depends on the processing speed of the bank, credit card company, or third-party payment institution, and may typically take 3–7 business days.
Therefore, the overall time from refund application approval to actual receipt of funds may vary depending on the financial institution.
- Installation Quality Issues
If the customer believes that the completed installation service does not conform to the agreed service scope, they should contact us within 7 days of discovering the problem and provide relevant project information or a description of the problem.
Upon receiving feedback, we will typically provide an initial response within 3 business days and arrange further inspection or processing based on the specific circumstances.
If the installation problem is confirmed to be within our service scope, we will provide a reasonable solution based on the actual situation, such as arranging repairs or other appropriate measures.
- Situations Not Eligible for Refund
To the extent permitted by applicable law, the following situations may not qualify for a refund:
Reasonable project costs incurred due to the customer’s last-minute cancellation within 48 hours of the scheduled time; Inaccurate information provided by the customer preventing the project from proceeding; Project problems arising from the customer’s inability to provide necessary construction conditions; Completed services within the agreed scope; Problems caused by modifications made by the customer or through a third party to the completed installation; Additional work or costs incurred due to the customer’s fault; Specialized procurement or project costs that have been incurred and cannot be reasonably refunded.
Specific circumstances will be determined based on the actual project, payment status, and applicable law.
- Statutory Consumer Rights
This policy will not affect the statutory rights enjoyed by UK consumers under applicable law.
If the law grants customers specific cancellation, refund, repair, replacement, or other consumer rights, those rights will remain in effect.
