Refund, Cancellation & Cooling-Off Policy

1. About us

Quantech Servicing Ltd provides heat pump servicing and gas boiler servicing to domestic and business customers.

2. Services covered by this policy

This policy applies to:

• Heat pump servicing
• Gas boiler servicing
• Initial service bookings
• Monthly service plans
• Contracted servicing arrangements
• Any parts, materials or special-order items arranged as part of a service

Quantech Servicing Ltd does not sell standalone parts or products through the website. However, where parts or materials are required for a customer service, separate terms may apply to those parts as set out in this policy.

3. Bookings and payments

Customers may be required to make an initial payment when booking a service or entering into a service plan. Depending on the service or plan selected, customers may pay by:

• An initial payment followed by monthly payments; or
• Monthly payments only.

Where a customer enters into a monthly service plan, the minimum contract term is 12 months, unless agreed otherwise in writing.

4. Cancelling or rearranging an appointment

Customers must give at least 48 hours’ notice to cancel or rearrange an appointment. Where at least 48 hours’ notice is given:

• There will be no cancellation charge.
• Any refundable initial payment may be refunded.
• The appointment may be rearranged without charge, subject to availability.

Cancellation or rearrangement requests must be sent to info@quantechservicing.co.uk. Customers should include their name, contact details, booking reference if available, service address and requested cancellation or rearrangement date.

5. Late cancellations

A cancellation is considered late where less than 48 hours’ notice is given.

Where a customer cancels on the same day as the appointment, Quantech Servicing Ltd may charge the full initial payment as a cancellation fee.

This is because same-day cancellations may prevent Quantech Servicing Ltd from offering the appointment slot to another customer and may result in business, scheduling and travel losses.

6. Rearranging appointments

Quantech Servicing Ltd aims to be reasonable where customers need to rearrange an appointment.

Where our engineers have not yet made their way to the property, we may allow the appointment to be rearranged without charge, subject to availability.

Where our engineers have already started travelling to the property, or where the rearrangement request is made at the last minute, Quantech Servicing Ltd may charge the full initial payment or another reasonable charge to cover the missed appointment, travel time and scheduling loss.

7. Appointment confirmation and access

Customers may be required to confirm their appointment before an engineer attends. If the customer does not confirm the appointment, Quantech Servicing Ltd may decide not to send an engineer to the property.

If an engineer attends but the customer is not available, does not answer, fails to provide access, or the appointment cannot go ahead due to the customer’s actions or omissions, the initial payment will not be refunded. This includes situations where:

• The customer is not at the property.
• The engineer cannot gain safe or reasonable access.
• The customer has provided incorrect address or contact details.
• The appointment has not been properly confirmed.
• The customer is unavailable at the agreed appointment time.

8. Cooling-off rights for consumers

Where legally applicable, consumers may have a 14-day cooling-off period for services booked online, by phone, by email, or away from Quantech Servicing Ltd business premises.

The 14-day period usually starts from the day after the contract is agreed. During this period, consumers may cancel for any reason, subject to the rules below.

9. Starting work during the cooling-off period

If a customer books an appointment that is due to take place within the 14-day cooling-off period, Quantech Servicing Ltd may require the customer to expressly confirm that they want the service to start before the cooling-off period has ended. By asking Quantech Servicing Ltd to begin the service during the cooling-off period, the customer agrees that:

• Quantech Servicing Ltd may begin providing the service before the 14-day period ends.
• If the customer cancels after work has started, they may be required to pay for the work already completed.
• If the service has been fully completed, the customer may lose the right to cancel, provided they acknowledged this before the service started.

10. Completed services

Once Quantech Servicing Ltd has fully completed the booked service, the customer will not usually be entitled to cancel that service or receive a refund simply because they have changed their mind.

This does not affect the customer’s legal rights if the service was not carried out with reasonable care and skill.

11. Refunds

Where a refund is approved, Quantech Servicing Ltd will issue the refund within 14 days.

Refunds will be made back to the original payment method used by the customer, unless Quantech Servicing Ltd agrees otherwise. Refunds may be reduced where:

• Work has already started at the customer’s request.
• A service has been partly performed.
• The customer has cancelled late.
• The engineer has already travelled or attended.
• The customer failed to provide access.
• Special-order parts or materials have already been ordered.
• Return, restocking or supplier charges apply.

12. Initial payments

Initial payments are refundable where the customer cancels with more than 48 hours’ notice, subject to this policy and any applicable cooling-off rights. Initial payments are not refundable where:

• The customer cancels on the same day as the appointment.
• The customer fails to attend or provide access.
• The customer fails to confirm the appointment where confirmation is required.
• The engineer has already travelled to or attended the property.
• Work has already started or been completed.
• The customer cancels after parts or materials have been specially ordered, where applicable.

13. Parts, materials and special-order items

Quantech Servicing Ltd does not sell standalone parts through the website. However, where parts, materials or special-order items are required for a customer service, Quantech Servicing Ltd may order these on the customer’s behalf.

Special-order parts and materials are non-refundable where they have already been ordered specifically for the customer, unless they are faulty or otherwise required by law to be refunded.

If a customer cancels after parts or materials have been ordered, Quantech Servicing Ltd may charge the customer for:

• The cost of the parts or materials.
• Supplier cancellation charges.
• Restocking fees.
• Return postage or collection costs.
• Any other reasonable third-party costs incurred.

The customer is responsible for any return costs for parts or materials unless otherwise required by law.

14. Service plans and monthly payments

Some customers may enter into a monthly service plan with Quantech Servicing Ltd. Unless agreed otherwise in writing:

• Monthly service plans have a minimum term of 12 months.
• Customers may pay by monthly payments only or by an initial payment followed by monthly payments.
• Once work has taken place under the service plan, the customer cannot cancel the plan early unless they pay the remainder of the contract.
• If a customer wishes to end a service plan early after work has taken place, Quantech Servicing Ltd may require the outstanding balance for the remainder of the 12-month term to be paid.

This does not affect any statutory rights the customer may have where Quantech Servicing Ltd has failed to provide services with reasonable care and skill.

15. Customer dissatisfaction or service issues

If a customer believes there is a problem with a service, they must contact Quantech Servicing Ltd within 7 days of the appointment. Customers should provide:

• Their name and contact details.
• The service address.
• The appointment date.
• A clear description of the issue.
• Photos, documents or supporting evidence where relevant.

Quantech Servicing Ltd must be given a reasonable opportunity to inspect the issue and, where appropriate, put the matter right before a refund is considered. Where a service has not been carried out with reasonable care and skill, customers may be entitled to a repeat performance or, where repeat performance is not possible or appropriate, a price reduction or refund in line with their legal rights.

You can also raise a concern through our Customer Complaints Procedure.

16. Emergency or urgent work

Quantech Servicing Ltd does not currently offer emergency or urgent repair services.

Appointments are provided as scheduled service appointments unless expressly agreed otherwise in writing.

17. Business customers

This policy applies to both domestic customers and business customers, unless separate written terms are agreed.

However, statutory consumer cooling-off rights apply only where the customer is acting as a consumer. Business customers do not usually receive the same statutory cooling-off rights as consumers.

Quantech Servicing Ltd may apply the same cancellation and refund approach to business customers as a matter of company policy, but this does not create consumer statutory rights for business customers.

18. When Quantech Servicing Ltd cancels or rearranges

Quantech Servicing Ltd may need to cancel or rearrange an appointment in certain circumstances, including but not limited to:

• Engineer illness or absence.
• Vehicle, travel or access issues.
• Unsafe working conditions.
• Severe weather.
• Parts or materials being unavailable.
• Incorrect customer information.
• Failure to receive appointment confirmation.
• Payment failure.
• Circumstances outside our reasonable control.

Where Quantech Servicing Ltd cancels or rearranges an appointment, we will offer the customer a rearranged appointment. If Quantech Servicing Ltd is unable to provide the service at all, any refund will be considered in line with this policy and applicable law.

19. How to cancel, rearrange or request a refund

All cancellation, rearrangement and refund requests should be sent to info@quantechservicing.co.uk. Customers should include:

• Full name
• Contact details
• Service address
• Booking reference, if available
• Appointment date
• Reason for cancellation, rearrangement or refund request
• Any supporting information

20. Legal rights

Nothing in this policy affects any legal rights that cannot be excluded or limited under applicable law.

This includes rights consumers may have under the Consumer Contracts Regulations and the Consumer Rights Act 2015.

21. Changes to this policy

Quantech Servicing Ltd may update this policy from time to time.

The latest version will be published on our website and will apply from the date shown at the top of the policy.