Cancellation window

Inform us by phone or email at least 24 hours before the arranged arrival time and you will incur no fee. For later notices, we may retain only the verified cost of specialty supplies prepared for your job, as set out in your quote.

Rescheduling

Adjusting your appointment date comes at no cost. We will offer our soonest available calendar opening within one business day.

Conditions for returning your funds

We return the entire payment if we must cancel our visit, if we fall short of the agreed care for your surfaces, or if a treatment fails to match our written promise and we cannot mend it within a fair period.

• Cancellations made more than twenty-four hours before the scheduled arrival time incur no fee whatsoever.
• If you have paid an advance workshop deposit and cancel with more than twenty-four hours notice, your deposit is returned in full.
• Visits cancelled with less than twenty-four hours notice may be billed a fifty pound call-out contribution to cover transport and prep time.
• Where we cannot gain access to the premises at the agreed time, the call-out contribution will apply.

Submitting a refund request

1. Call us directly on our workshop phone number or reply to your booking confirmation email.
2. State your property address and the scheduled date of your visit.
3. Let us know if you wish to reschedule to another date or cancel the appointment altogether.

Timeline

Any approved deposit refunds are processed back via direct bank transfer within three working days.

Questions about this policy

Send a note to [email protected] or phone +44 191 802 7506 throughout Mon-Fri 08:30-17:45. We attend to every message within one business day.

Merchant

Kempt & Stone Care Specialists Ltd.

Registered address

20 Collingwood Street, Newcastle upon Tyne, NE1 1JF, United Kingdom

Email

[email protected]

Phone

+44 191 802 7506

Working hours

Mon-Fri 08:30-17:45

Registration

Company No. 12714288