Booking, Cancellation and Refund Policy

1. Booking confirmation

A booking is confirmed only when Osborne Home Services (“Osborne”) sends written confirmation. A quotation or booking request does not reserve an appointment until accepted.

Your confirmation will show the service, property, scheduled date or arrival window, price and payment arrangements. Please notify us promptly if anything is incorrect.

2. Customer cancellation or rescheduling

Unless your confirmation states a different service-specific rule:

Any charge will reflect the work and losses reasonably incurred, including contractor time reserved and travel. We will not impose a charge that is disproportionate or unlawful.

To cancel or reschedule, contact osbornehomeservicesuk@gmail.com or [TELEPHONE NUMBER]. A request takes effect when received. Please include your name, address, booking date and booking reference if available.

3. Weather-dependent work

Some exterior services cannot be safely or effectively performed in certain weather. Osborne or the contractor may pause, shorten or reschedule affected work.

There is no customer cancellation charge where we determine that conditions are unsuitable. Amounts paid will be applied to the rearranged appointment or refunded if a reasonable replacement date cannot be agreed.

4. Cancellation or changes by Osborne

We may change the assigned contractor or arrival window where reasonably necessary.

If we cancel and cannot agree a suitable replacement appointment, we will refund amounts paid for the work not supplied. We are not responsible for losses that were not reasonably foreseeable, but this does not affect liability that cannot legally be excluded.

5. Statutory 14-day cancellation period

For many bookings made online, by telephone, by email or by text, a consumer has 14 days from the day after the contract is formed to cancel without giving a reason.

If you ask us to perform the service during that period, you expressly request early performance. If you then cancel:

• before work begins, we will refund payments due under the statutory cancellation right;
• after work begins, we may deduct a proportionate amount for work already supplied; or
• after the service has been fully performed, the statutory cancellation right will have ended if you expressly requested early performance and acknowledged that it would end on full performance.

Refunds due following statutory cancellation will normally be made within 14 days using the original payment method.

6. Refunds and service concerns

We do not normally issue an immediate refund for a correctable service concern. Please follow our Satisfaction Guarantee and Complaints Policy so we can inspect the evidence and, where appropriate, arrange repeat performance.

Where repeat performance is impossible, cannot be provided within a reasonable time or would cause significant inconvenience, we will consider an appropriate partial or full refund in accordance with your legal rights.

Approved refunds will normally be initiated within five working days. Your bank or card provider may take additional time to credit the money.

7. Recurring bookings

You may end a recurring arrangement at any time. Ending the arrangement is free, but a booking scheduled within the next 24 hours remains subject to the cancellation table above.

8. Model cancellation form

You may copy and send the following form, although any clear statement is sufficient:

To: Ben Osborne, Osborne Home Services, [HOUSE NUMBER AND STREET], Kings Hill, West Malling, Kent, ME19 4UF, osbornehomeservicesuk@gmail.com
I give notice that I cancel my contract for the following service: [SERVICE]
Booking date: [DATE]
Customer name: [NAME]
Service address: [ADDRESS]
Customer signature (only if sent on paper): [SIGNATURE]
Date: [DATE]