Cancellations & Refund Policy

Deposits

No deposit is required for repairs, servicing or general work — you pay on completion. For larger installations where materials are ordered specifically for your job, we may ask for a deposit of around 25–30% before work begins.

If you cancel a booked installation before we order your materials, any deposit is returned in full. If materials have already been ordered specifically for your job, we will refund the deposit less the cost of anything we cannot return or restock, and we will show you those costs.

Rearranging or cancelling an appointment

Please give at least 24 hours' notice to rearrange or cancel. There is no charge for cancelling within that notice period, however many times plans change.

Missed appointments

If access is not available at the agreed appointment time and we have not been told beforehand, the £75 call-out fee is payable in full. This covers the time and travel already committed to your visit. Where the appointment was booked by a landlord or letting agent, the fee is payable by whoever made the booking rather than the tenant.

Refunds on completed work

We do not operate a refund policy on work that has been completed. Instead, all of our workmanship is covered by a 12 months guarantee: if something we did is not right, tell us and we will return and put it right at no extra cost to you.

Parts and appliances are additionally covered by the manufacturer's warranty, which we register for you where required. Manufacturer warranties typically run from 5–10 years, depending on the boiler and brand, and usually require the appliance to be serviced annually. If a part fails within its warranty period we will arrange the replacement with the manufacturer for you.

Faulty work and your legal rights

Under the Consumer Rights Act 2015 our work must be carried out with reasonable care and skill. If it is not, you are entitled to have it put right, and to a price reduction or refund if that is not possible within a reasonable time. This policy sits alongside those rights and does not replace them.

Your 14-day right to change your mind

Where you book as a consumer away from our premises — over the phone, by email or through this website — you normally have 14 days to cancel under the Consumer Contracts Regulations 2013, without giving a reason.

If you ask us to start work inside those 14 days, you can still cancel, but you must pay for the work already done. Once the job is finished at your request, the 14-day right no longer applies. Emergency call outs are treated as work you have asked us to start immediately.

How to cancel or claim

Call 07464 692155 or email enquiries@flowtechheating.uk with your name, address and appointment date. We will confirm in writing, and any refund due is paid by the same method you paid us, within 14 days of us agreeing it.