Refund and Rectification

This policy explains how to make a complaint, what happens next and how long it takes. It applies alongside The Shining Windows Service Agreement (clause 8).

1. How to tell us

• Email: info@shiningwindows.co.uk

• Phone: 01604 263189 or 07852 734718

• Post: Shining Windows, The Firtrees, 6 Wood Lane, Hartwell, Northampton, NN7 2HG

Please tell us as soon as you can — ideally within 24 hours of the visit, or as soon as you notice the problem — so that we can see it before the weather changes it. This is not a deadline. We deal with problems reported later, and your legal rights are the same whenever you tell us.

If you need to make a complaint in a different way — for example by text, or through someone speaking on your behalf — tell us and we will arrange it.

2. What to include

Your name and address, the date of the visit, what the problem is and where. Photographs help but are not essential.

3. What happens next

1. We acknowledge your complaint within 2 working days.

2. If it concerns the quality of our work, we return and put it right at no cost, within a reasonable time.

3. If we cannot put it right, or the return visit does not fix it, we agree a fair price reduction — up to a full refund — and pay it within 14 days of agreeing it, to the same payment method, with no fee.

4. If you believe we have damaged something, please give us a reasonable opportunity to inspect it before it is repaired, unless a repair is needed urgently for safety or to prevent further damage. If we caused the damage, we repair it, replace it or pay a fair amount for it, through our insurance where appropriate.

5. We aim to give you our full written response within 10 working days.

(Service Agreement clauses 8.1–8.4)

4. If you are still not satisfied

You can ask for your complaint to be reviewed by Matthew McDaid, the owner. If we still cannot agree, you can get free advice from the Citizens Advice consumer service (0808 223 1133), and you may bring a claim in the small claims track of the county court. We are not currently a member of an alternative dispute resolution scheme.

5. Your rights and reviews

Making a complaint never affects your legal rights. Whether or not you complain, you are free to leave an honest review. How we handle your complaint never depends on what you write in a review.

6. Card and payment disputes

You may contact your card provider at any time. We ask you to contact us first, because putting things right directly is usually quicker. If a payment is disputed, we provide our job records to the card provider or payment processor (see our Privacy Policy). A payment dispute does not cancel the contract: if a payment for work we have carried out, or for charges due under the Service Agreement, is reversed, the amount remains owed and we may recover it, including through the courts. (Clause 4.5)

7. Knowingly false complaints

A complaint or damage claim you know to be false or exaggerated, or a demand for a refund made under threat, is misuse of the Service Agreement (clause 6.6). Complaints made in good faith are never misuse, even where we disagree with them (clause 6.8).

Download a copy and test it. You are welcome to download a copy of this document and review it with an AI assistant, a solicitor or anyone you trust. If you have any concerns or questions about anything in it, please let us know at info@shiningwindows.co.uk or on 01604 263189 — we would rather hear from you before you book than after.