Our approach to cancellations, refunds, and dispute resolution.
At Slate & Ivy Property Services Ltd, we are committed to delivering a fair and transparent service. This Refund and Cancellation Policy sets out your rights and our obligations if you need to cancel a booking or if you are dissatisfied with any aspect of our service. Please read it carefully.
If you cancel a confirmed booking more than 24 hours before the scheduled appointment time, no cancellation charge will apply. If you have paid a deposit in advance, this will be refunded in full within 5–10 business days.
If you cancel a confirmed booking with fewer than 24 hours' notice, a cancellation fee of £50 may be applied. This fee covers the administrative cost and the loss of scheduled engineer time. We will notify you at the time of cancellation whether this fee applies.
If you request an emergency callout and cancel after our engineer has already left to attend your property, a call-out fee of up to £75 will be charged to cover travel time and costs. This fee will be invoiced and is payable within 7 days.
If our engineer attends your property at the agreed time and is unable to gain access (for example, due to no one being present, or access being refused), a call-out charge of £50 will apply. We will contact you by phone and leave reasonable notice before considering the appointment as failed.
On rare occasions, we may need to cancel or reschedule a confirmed appointment. This may happen due to engineer illness, emergency attendance at another property, adverse weather, or other circumstances beyond our reasonable control. In such cases:
Because we provide labour-based services, refunds for completed work are not routinely available. However, we stand behind the quality of our workmanship and take all complaints seriously.
If you are dissatisfied with the quality of work carried out, please contact us within 14 days of completion, setting out the nature of your concern. We will:
Where we are unable to resolve the issue to a satisfactory standard, we will discuss an appropriate remedy, which may include a partial or full refund of the relevant portion of the service charge, at our discretion.
Parts and materials supplied by us are subject to the relevant manufacturer's warranty. Where a supplied part fails within the warranty period due to a manufacturing defect, we will arrange for replacement or refund of that component. Defects caused by misuse, interference, or wear and tear are not covered.
To request a cancellation or to raise a refund query, please contact us using the following details:
Please include the following information in your request:
Approved refunds will be processed within 5–10 business days of the refund being confirmed. Refunds will be made to the original payment method wherever possible. If payment was made by bank transfer, we will require your bank details to process the refund. We will confirm when the refund has been processed; please allow additional time for your bank to clear the payment.
Nothing in this policy affects your statutory rights as a consumer under UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where your statutory rights provide greater protection than this policy, those rights will take precedence.
If you remain dissatisfied after we have attempted to resolve your complaint, you may be able to refer your complaint to an alternative dispute resolution (ADR) scheme. We will provide relevant information about available ADR schemes upon request. This does not affect your right to take legal action.
If you have any questions about this policy, please do not hesitate to get in touch: