Cancellation & Refund Policy
We understand that personal circumstances and family timelines can change. We ask for fair notice so we can adjust our team schedule without disrupting other clients.
Free cancellation
At least 24 hours ahead of schedule
Rescheduling
No fee, whenever requested before work begins
Refund time
Within 5 business days
Refund method
Same way you paid
Section · 01
Cancellation window
Call or email us to cancel at least 24 hours before our crew arrives and you will owe nothing. If you cancel after that window, we may charge only for project materials already purchased for your home, as listed in your quote.
Section · 02
Rescheduling
You are welcome to reschedule your renovation date without a fee. We will offer our earliest available appointment within one business day.
Section · 03
Situations where a refund applies
We issue a complete refund if our team cancels, if we are unable to finish the agreed renovation scope, or if the finished job does not meet what was quoted and we cannot put it right within a fair timeframe.
- If you cancel an agreed project at least 24 hours before the booked start date, any unspent material deposit is refunded in full.
- If work has commenced, any deposit refund will be calculated after deducting the actual trade cost of custom non-returnable materials purchased for your job.
- Where we are unable to fulfill an agreed start date due to unforeseen team illness or extreme weather and cannot agree an alternative date with you, your deposit is returned in full.
- No cancellation fee applies if you request to reschedule your booked start date with at least 24 hours prior notice.
Section · 04
Requesting your money back
- Contact us by phone or email as soon as you realise you need to cancel or postpone your booking.
- State your name, address, and the scheduled start date of the project.
- Provide your bank account details for any eligible deposit refund to be returned by transfer.
Section · 05
Timeline
Approved refunds are processed via bank transfer within five working days of receiving your cancellation request.
Section · 06
Questions about this policy
Drop a line to [email protected] or ring +44 113 799 2523 through Mon-Fri 09:15-18:15, break 12:30-13:30. We get back to every inquiry within one business day.
- Merchant
- Rowan & Mortar Renovations Ltd.
- Registered address
- 2 York Place, Leeds, LS1 2DR, United Kingdom
- Email
- [email protected]
- Phone
- +44 113 799 2523
- Working hours
- Mon-Fri 09:15-18:15, break 12:30-13:30
- Registration
- Company No. 08483013
