Refund and Rectification

Shining Windows - Refund and Rectification Policy

Clause 38 Our Guiding Principle: The Right to Rectify

38.1. Our primary commitment is to provide a high-quality service. We understand that sometimes, issues can arise. Our policy for resolving any genuine concerns with a completed service is based on the "Right to Rectify," a principle that is fair to both you, the customer, and us, the service provider.

38.2. This means our first and primary obligation is to return and fix the issue to your satisfaction. This approach is in full accordance with UK consumer law.

38.3. The Law States (Consumer Rights Act 2015, Section 55 - "Right to repeat performance"): This gives a trader the right to perform the service again if it was not carried out with reasonable care and skill. This is your primary legal remedy.

Clause 39: The Process for Reporting a Service Issue

39.1. If you have a genuine and reasonable concern about the quality of the service you have received, you must follow this formal procedure:

39.1. Contact Us Promptly: You must notify us in writing by emailing info@shiningwindows.co.uk within a reasonable time frame of the service completion.

39.1.2. Provide Evidence: Your email must include a clear description of the issue along with dated photographic evidence of the specific areas of concern.

39.1.3. Our Investigation: We will review the information you provide and investigate the matter.

39.1.4. Resolution: If your complaint is deemed valid, we will arrange a single return visit at a mutually agreeable time to re-clean the specific areas of concern at no additional cost to you. This "repeat performance" is our sole liability and your exclusive remedy.

Clause 40: Conditions Under Which Refunds Are Not Provided

40.1. To be completely transparent, our policy is that we do not offer cash refunds, discounts, or credit notes for service dissatisfaction. The legal and exclusive remedy is the Right to Rectify as described above.

40.1.1 Furthermore, a refund will not be issued under the following circumstances, as outlined in our Service Agreement:

40.1.2. Client-Initiated Cancellations or Postponements made with less than seventy two (72) hours' notice.

40.1.3. Inability to Complete Service Due to Client Fault, including but not limited to an unsafe site, lack of access (e.g., locked gates), or an unprepared interior work area.

40.1.4. Termination of Service by Us due to a hostile, abusive, or threatening environment created by the client.

40.1.5. Postponement of Service due to a Force Majeure event (e.g., adverse weather, critical equipment failure, or proprietor illness).

Clause 41: Your Statutory Cancellation Rights (14-Day Cooling-Off Period)

41.1. The main circumstance where a refund is legally applicable is under your statutory "cooling-off" rights for services booked online.

41.2. The Law States (Consumer Contracts Regulations 2013): You have a legal right to cancel a service agreement within 14 days of booking for a full refund, provided the service has not yet begun at your express request.

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41.3. Early Service Request: If you book a service date that falls within this 14-day period, you are making an express request for the service to begin early. If you then cancel after the service has begun but before it is finished, you will be required to pay for the work completed, and the refund will be for the portion of the service not yet supplied. If the service is fully completed within this period, your right to cancel and receive a refund is lost.

Clause 42: Our Commitment to Fairness

42.1. This policy is designed to be fair, clear, and fully compliant with UK law. By setting out a clear process for rectification, we aim to resolve any issues quickly and professionally, ensuring you receive the high-quality service you paid for.