Cancellation policy

Preview review draft. Version full-release-draft-v1. Updated 23 October 2026. Business details and legal review remain outstanding; this page is not a guarantee of compliance.

Current preview operation

A cancellable booking releases its full reserved amount to the customer wallet. Applied cancellation fee: zero. Completed work or an open dispute requires agency review. Wallet release is not a card refund; an eligible original-method refund can be requested separately.

Proposed fee for review only

The agency has proposed a starting cancellation fee of 50% of the booking price. This is not enabled or represented as automatically lawful. Any final charge must be fair, transparent, supported by recoverable actual net loss, reduced by costs saved and replacement work, and subject to statutory cancellation rights. The agency must explain the calculation and provide a route to challenge it. A blanket non-refundable 50% deduction is not the present policy.

Distance service contracts

For a qualifying distance service contract, the cancellation period is generally 14 days from contract conclusion. You may cancel using a clear statement; the model form is optional. Starting during that period requires a separate express request. Where the legal conditions apply, payment following cancellation is proportionate to the service supplied. Losing the right on full performance requires the legally required prior consent and acknowledgement. A checkbox alone does not remove protections.

Before any future charge

The confirmation must show the booking amount, proposed retained amount, actual applied fee, amount returned and destination. The policy version and express choices must be recorded. No unapproved fee is to be deducted in this preview.

Official references

GOV.UK distance selling · CMA cancellation guidance · ICO cookies guidance