Refund, Cancellation & Fee Policy
HQPROPAINTERS LIMITED
Last Updated: 01/01/2025

Thank you for considering HQPROPAINTERS LIMITED for your painting and decorating needs. We value professionalism and mutual respect in all our business relationships. To ensure clarity and protect our services from misuse, please carefully read the following terms regarding deposits, cancellations, proposals, and payments.

1. Free Proposals & Site Visit Fees

1.1. Initial Proposal:
Your first quote/proposal is free of charge, whether provided in writing or discussed over the phone/email.

1.2. In-Person Site Visit Fee:
If you require a site visit, this incurs a non-refundable fee of £100, deductible from your final invoice only if you proceed with the work. This fee covers time, expertise, and travel expenses.

1.3. Further Proposals:
If you request multiple revisions or alternative proposals after the first free one, each additional proposal will be charged at £50.

2. Deposits

2.1. A 15% non-refundable deposit is required upon booking to secure your project in our schedule and cover initial preparations and material costs.

2.2. This deposit is non-refundable under all circumstances, including cancellations or change of mind by the customer, as it covers administrative and operational commitments.

3. Cancellation Policy

3.1. Cancellation by the Client:

• More than 15 days before the start date: The 15% deposit is forfeited, no further charges.
• Within 15 days of the start date: The 15% deposit is forfeited plus an additional 15% of the total project value will be charged as a cancellation fee.

3.2. Cancellation After Work Begins:
If a client cancels after work has commenced, they are liable to pay for all work and materials up to the cancellation date, with a minimum charge of 50% of the total quote, at our discretion.

3.3. HQProPainters Ltd reserves the right to cancel or reschedule due to unforeseen circumstances (see Force Majeure, section 7).

4. Rescheduling

4.1. Clients must give at least 10 days’ notice to reschedule. We will do our best to accommodate your new date, subject to availability.

4.2. If rescheduling is not feasible, the cancellation policy will apply.

5. Incomplete Projects

5.1. If a project is terminated by mutual agreement or due to a valid external cause, any refund will be prorated based on completed work, minus the non-refundable deposit.

6. Unsatisfactory Work

6.1. Please inspect work on completion. If you are dissatisfied, notify us within 1 day so we can address the issue.
6.2. HQProPainters Ltd reserves the right to inspect and rectify any concerns before any partial refund or dispute.

7. Force Majeure

7.1. HQProPainters Ltd is not liable for delays or failure to perform due to events beyond our control, including but not limited to: natural disasters, illness, strike, war, or changes in law.

8. Late Payments & Debt Recovery

8.1. In accordance with the Late Payment of Commercial Debts (Interest) Act 1998, we reserve the right to charge:

• Interest at 8% above the Bank of England base rate
• Fixed compensation fees per invoice:
  £40 (debts up to £999.99)
  £70 (debts between £1,000–£9,999.99)
  £100 (debts over £10,000)

8.2. Additional debt recovery fees may be claimed if legal action or third-party services are required.

9. UK Consumer Law Notice

Consumers retain rights under the Consumer Rights Act 2015, including services being carried out with reasonable care and skill. However, under Section 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, services that begin within the 14-day cooling-off period may be charged proportionately for work already done if cancellation occurs.

10. Changes to this Policy

10.1. HQProPainters Ltd reserves the right to amend this policy at any time. Updates will be posted on our website and are effective immediately upon publication.

11. Contact Us

For any queries or concerns, please get in touch:

📧 [email protected].uk
🌐 www.hqpropainters.co.uk

By engaging with HQPROPAINTERS LIMITED, you acknowledge and accept these terms. This protects our team from loss of earnings, unnecessary callouts, and misused time, while still offering fair, professional, and high-quality service to serious customers.