This Refund and Returns Policy applies to all services provided by Spruced Services Ltd (“the Company”, “we”, “us”, “our”).
We are committed to delivering services with reasonable care and skill, in accordance with applicable UK consumer protection legislation, including but not limited to the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
1. Services
As our business primarily provides service-based work, refunds are not automatic and will be considered on a case-by-case basis.
Under the Consumer Rights Act 2015, customers are entitled to request a remedy where services are not carried out with reasonable care and skill. Where a service is found to be unsatisfactory, we may, at our discretion and in accordance with the law, offer one of the following remedies:
- A repeat performance of the service at no additional cost
- A price reduction, which may include a partial or full refund
- An alternative resolution agreed in writing with the customer
Refunds will not be issued where dissatisfaction is based on factors outside our control or where the service has been carried out in accordance with the agreed specification.
2. Cancellations
- Customers may cancel a scheduled service more than 24 hours in advance of the agreed start time and receive a full refund of any amounts paid.
- Cancellations made within 24 hours of the scheduled service may incur a cancellation charge to cover administrative costs, allocated labour, or materials.
- Failure to provide access to the property or failure to attend a scheduled appointment (“no-show”) may result in no refund being issued.
Where applicable, statutory cancellation rights under the Consumer Contracts Regulations will apply.
3. Materials and Goods
Where goods or materials are supplied as part of our services:
- Returned items must be unused, undamaged, and returned within a reasonable timeframe
- Custom-made or special-order items are non-refundable unless faulty
- Delivery, handling, or installation costs are non-refundable unless otherwise required by law
This does not affect your statutory rights in relation to faulty or misdescribed goods.
4. Reporting Issues
Any issues or complaints relating to the service provided must be reported within 48 hours of completion. This enables us to investigate promptly and provide an appropriate remedy.
5. Refund Processing
Approved refunds will be issued using the original payment method where possible. Please allow 5–10 working days for refunds to be processed, depending on your payment provider.
6. Contact Information
For questions regarding this Policy or to request a refund, please contact us:
Business Hours: Monday to Friday, 9:30am – 5:00pm
Telephone: 0843 65 98 021