Cancellation & Refund Policy

Contact us

Email info@mjrestoration.co.uk or call 07847 262397. Tell us your name or booking reference, service date and what you would like to cancel or discuss. Do not send payment-card details. A website enquiry is not a confirmed booking and no payment is taken by the website.

Your cancellation rights

Where the statutory right applies to a service booked online, by phone or away from business premises, you normally have 14 days from the day after the contract is made to cancel without giving a reason. Send a clear cancellation statement before the period expires. You can use the optional cancellation form, but it is not compulsory.

We obtain a separate express request if you want the service to start during that period. If you cancel after a lawfully requested start, you may owe only the proportionate charge for what has actually been supplied, where the required information and consent were provided. The cancellation right ends on full performance only where you expressly requested the early start and acknowledged that consequence. The enquiry form does not obtain that early-start consent.

Changes, travel fees and missed visits

Please tell us as early as possible if your plans change; 24 hours’ notice is helpful but does not reduce your statutory rights. Call-out or travel fees are quoted and agreed before booking. They are not automatically non-refundable.

Outside any statutory cancellation entitlement, a cancellation or missed-visit charge must have been disclosed beforehand and reflect reasonable actual losses, taking account of costs saved and replacement bookings. We do not automatically keep every deposit or charge the full service price for cancelled work.

If we cancel or cannot proceed for a reason outside your control, you may choose a rearranged appointment or a refund for work not supplied. Weather-related rearrangement does not attract an extra call-out fee. If headlights are unsuitable at inspection, an inspection-only charge applies only where its amount and circumstances were agreed in advance and it is lawful and reasonable.

Problems after the work

Please describe the issue and allow a reasonable opportunity to inspect and put it right where practical and safe. Photographs can help, but there is no short reporting deadline that removes your legal rights.

If the service was not performed with reasonable care and skill, consumer law may entitle you to repeat performance at no additional cost, or an appropriate price reduction where the required conditions are met. Other legal remedies remain available. The commercial warranties—Bronze 6 months, Silver 12 months and Gold 24 months—are additional to these rights; see warranty scope and exclusions.

How refunds are made

A refund due following statutory cancellation is made within 14 days after you tell us you are cancelling. Where a Consumer Rights Act price-reduction refund is due, it is made without undue delay and within 14 days after we agree that you are entitled to it. Refunds use the original payment method unless you expressly agree otherwise, with no refund fee.

We will explain any lawful deduction, with the basis and amount. If a dispute remains unresolved, you retain the right to seek independent advice and use the courts or other remedies available to you. Read this policy alongside our Terms & Conditions; neither restricts your statutory rights.