How deposits, cancellations, rescheduling and refunds work.
These terms are a working draft. Items marked [CONFIRM BEFORE PUBLICATION] require confirmed QNEXAPLUS information; items marked [LEGAL REVIEW REQUIRED] require sign-off by a qualified UK adviser before publication.
Last updated: [CONFIRM BEFORE PUBLICATION]
A deposit may be used to confirm acceptance of a quotation, reserve a date, allocate labour, arrange site attendance, order agreed materials, and begin project preparation.
The deposit amount is shown clearly in your written quotation, invoice or secure Stripe payment request. No fixed percentage is stated here; it is set per job.
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 per the quotation, invoice, agreed milestones or completion terms.
To cancel, email [CONFIRM BEFORE PUBLICATION] (cancellation email) with your quotation or invoice reference. The notice you give affects any refund. Reasonable costs already incurred, and materials ordered specifically for your job, may be deducted where legally permitted. Your statutory rights are not excluded — for consumers, the Consumer Contracts Regulations 2013 may give a 14-day cancellation right for contracts agreed off-premises or at a distance. Not all deposits are non-refundable. [LEGAL REVIEW REQUIRED]
If we cancel and cannot provide a reasonable alternative, amounts paid for undelivered services will normally be refunded.
Request a new date by contacting us; availability and any costs already incurred may affect the request.
Approved card refunds are normally returned to the original payment method. Once QNEXAPLUS issues an approved refund, the time it takes to appear in the customer's account depends on Stripe, the card network and the customer's bank.
Please contact us first with your reference so we can investigate promptly. This does not restrict your statutory rights or your right to raise a chargeback with your bank.
Refund entitlement may be affected where, at your request, work has already started, labour has been provided, bespoke materials have been ordered, or measurable project costs have already been incurred. For consumers who ask work to begin during a statutory cancellation period, a proportionate charge for work done may apply. [LEGAL REVIEW REQUIRED]