Cancellation and Deposit Terms

At Regency Heating & Plumbing Services Ltd, we understand that plans can change. However, as a family-run business, we schedule our engineers and order materials specifically for each confirmed booking. To ensure fairness and cover costs already incurred, the following terms apply:

1. Appointment Cancellations

• If you need to cancel or reschedule your appointment, we ask that you provide at least 48 hours' notice.
• Cancellations made less than 48 hours before the scheduled appointment may incur a call-out fee or labour charge, depending on the type of booking.
• If an engineer arrives on site and is unable to carry out the work due to circumstances beyond our control (for example, lack of access or incorrect information), a minimum call-out charge will apply.

2. Deposits

• For larger works (including installations, refurbishments, and projects requiring ordered materials), a deposit may be required at the time of booking.
• Deposits secure your appointment and allow us to order materials and allocate engineer time.
• Deposits are non-refundable if the appointment is cancelled within 7 days of the scheduled date or after materials have been ordered.
• If materials have been purchased specifically for your job and are non-returnable, the cost of these materials will be deducted from any refund or invoiced if no deposit has been taken.

3. Refunds

• Refunds (where applicable) will be processed within 7–10 working days of cancellation, once material and supplier returns have been confirmed.
• Any applicable supplier restocking or delivery fees will be deducted from the refund total.

4. Good Faith Policy

We pride ourselves on operating with honesty and fairness. While we do not always require deposits upfront, bookings are made in good faith. If materials or costs have been incurred before a cancellation, Regency Heating & Plumbing Services Ltd reserves the right to recover those costs.