Refund and Cancellation Policy

Overview

We want every customer to feel they were treated fairly, whether a job goes exactly to plan or something changes. This policy explains what happens if you need to cancel or reschedule, how charges for detection visits and repairs work, and how to request a refund. It forms part of our Terms and Conditions.

Cancelling a booking

You can cancel a scheduled inspection or repair at no charge if you let us know at least 24 hours before the appointment. For cancellations with less notice, or if our technician arrives and cannot gain access to the property, we may charge a call-out fee to cover the time and travel already committed. We will always tell you the amount before charging it.

Rescheduling

If you need to change your appointment, contact us as early as possible and we will offer the next convenient time. Rescheduling with at least 24 hours’ notice is free. If we need to reschedule because of an emergency elsewhere, illness or circumstances outside our control, we will contact you promptly and there will be no charge to you.

Leak detection visits

A leak detection visit is a professional service in its own right. Once the testing has been carried out, the detection fee is payable even if the results show that no leak exists on the pressurised system, because the visit has still provided a definite answer and a written explanation of the findings.

Repairs, parts and deposits

Repairs are charged according to the written quote you approved. If you cancel after approving a quote but before the work begins, any deposit is refunded in full, less the cost of special-order parts that cannot be returned to the supplier. If a job is stopped partway at your request, you will be charged only for the work completed and the materials used.

Emergency call-outs

Emergency call-outs are charged at the rate confirmed on the phone before the technician is dispatched. If you cancel after the technician has set off, the call-out charge may still apply. If you cancel before dispatch, there is no charge.

If you are not satisfied

If you believe a repair we carried out is faulty, please contact us as soon as possible and avoid making further alterations. We will arrange an inspection, and where our workmanship is at fault we will put it right at no additional cost. If a fault cannot be remedied, we will offer a partial or full refund of the affected work, depending on the circumstances.

How to request a refund

Send your request by email or phone with:

• your name and the property address
• the date of the visit and your invoice or receipt number
• a short description of the problem, with photos if possible

We will acknowledge your request within two working days and aim to resolve it within ten working days. Approved refunds are made using the original payment method where possible, and you will be told when the payment has been sent.

What is not covered

• damage caused by misuse, accidents, freezing or work carried out by others after our visit
• failures of parts of the system that we did not work on
• normal wear of washers, seals and cartridges after reasonable use
• temporary emergency repairs once the agreed permanent repair has been declined or delayed by the customer

Contact us

PipeLeak Fix
Email: contact@pipeleakfix.com
Hotline: 09638-300700
Mobile: 01321-211942
Postal address: see our Contact page