How deposits, cancellations, rescheduling and refunds work.
Last updated: 28 August 2026
A deposit may be required to confirm your booking and secure the resources required to deliver your work.
The amount of the deposit will be stated clearly in your QNEXA quotation or agreement and may vary depending on the nature, value and requirements of the work.
Once the deposit has been received, QNEXA may begin preparing for delivery. This can include reserving dates, scheduling operatives and subcontractors, ordering materials, arranging equipment or plant, and making other necessary commitments associated with the project.
Payment of a deposit therefore represents confirmation that you wish QNEXA to proceed with the agreed arrangements, subject to the terms of your quotation or agreement.
A job is confirmed only when the written quotation or scope is accepted, any requested deposit is received, and we confirm the booking or start date in writing. Paying a deposit alone does not guarantee a date until we confirm it.
The balance is due in accordance with the quotation, invoice, agreed milestones or completion terms.
If you need to cancel, please notify QNEXA as soon as possible by emailing enquiries@qnexa.co.uk and include your quotation, booking or invoice reference.
Where possible, we will work with you to reschedule the work rather than cancel it.
If you choose to cancel, any refund due will depend on when the cancellation is received and the costs or commitments QNEXA has reasonably incurred by that point.
Where we receive your cancellation more than 7 calendar days before the scheduled start date, we will review the work and commitments already made.
Where no significant costs have been incurred or commitments made, all or part of your deposit may be refunded. Where costs have already been reasonably incurred, these may be deducted from the amount refunded where legally permitted.
Where cancellation is received within 7 calendar days of the scheduled start date, QNEXA may already have committed resources specifically for your work. Any refund will therefore be calculated after considering reasonable costs and commitments already incurred. These may include, where applicable:
QNEXA will not automatically retain the entire deposit simply because a cancellation occurs within seven days. The circumstances of the cancellation and the costs reasonably incurred will be considered when determining whether any refund is due.
If work has already commenced, you will normally be responsible for work completed and reasonable costs or commitments incurred up to the point at which the cancellation takes effect.
Any remaining deposit or advance payment will be reviewed against those costs, and any amount properly due back to you will be refunded.
Where the value of work completed and costs incurred exceeds the amount already paid, QNEXA may issue an invoice for the outstanding balance where permitted under the contract.
Materials purchased specifically for your project may not always be refundable.
Where materials can reasonably be cancelled or returned to the supplier, QNEXA will take this into consideration when calculating any refund. Reasonable supplier cancellation, return, collection or restocking charges may still apply.
Bespoke, specially manufactured, personalised or non-returnable materials may be charged in full where legally permitted.
We understand that circumstances change.
Where practical, QNEXA may allow the work to be rescheduled and transfer your deposit to the new agreed date rather than treating the booking as cancelled. Rescheduling remains subject to availability and any additional costs created by the change.
Where a refund is due, QNEXA will calculate the amount based on the payment received less any reasonable and legally recoverable costs associated with the work.
We aim to deal with cancellations fairly and transparently. Where deductions are made, we will be able to explain the basis on which the refund has been calculated.
If QNEXA cancels and cannot provide a reasonable alternative, amounts paid for undelivered services will normally be refunded.
Approved card refunds are normally returned to the original payment method. Once QNEXA issues an approved refund, the time it takes to appear in your account depends on Stripe, the card network and your bank.
Please contact us first with your reference so we can investigate promptly. This does not restrict your right to raise a chargeback with your bank.
Nothing in this cancellation and refund policy excludes or limits any rights you have under applicable consumer law.
If you are contracting with QNEXA as a consumer, you may have statutory cancellation rights, including in certain circumstances a 14-day cancellation period for contracts agreed at a distance or away from our business premises.
Where you ask QNEXA to begin work during an applicable statutory cancellation period, you may be required to pay for services supplied before cancellation, where permitted by law.
Where your statutory rights provide greater protection than these terms, your statutory rights will apply.
