Refund Policy
Transparent and equitable refund practices for your assurance
Overview
At DistantCollectiveHouse, we realize that your situation may change and are committed to providing straightforward and clear refund policies. This policy clarifies the scenarios under which refunds for plumbing work may be granted.
Before engaging our services, please examine this policy thoroughly. By reserving our services at DistantCollectiveHouse, you confirm your acceptance of these terms for refunds.
Standard Cancellation and Refund Schedule
More than 48 Hours Before Service
Qualified for: Full reimbursement except for administrative costs
Process Duration: 5-7 working days
Administration Fee: £25 for transactions via credit cards
Stipulations: Must apply in written form through email or telephone
24-48 Hours Before Service
Qualified for: Half of the deposit amount
Process Duration: 7-10 working days
Deduction: £15 from the refund amount
Stipulations: Cancellation must be justified; additional administrative expenses incur
Less than 24 Hours Before Service
Qualified for: Non-refundable deposit
Exceptions: Emergent situations may be considered on a case-by-case basis
Alternatives: At management’s discretion, a credit for services might be offered
Stipulations: Documentary proof required for urgent situation appeals
Emergency Service Guarantee
Our Commitment to Quick Response
For urgent plumbing needs, our commitment is to respond within 2 hours. Should we not honor this commitment:
- Rebate: A 20% discount on the service visit charge
- Prioritized Attention: Your job will be next in line when a slot opens up
- Credit for Services: Available for use in future emergencies
Assessing Emergency Services
In response to an emergency, we provide:
- Rapid sending out of professional plumbers
- Round-the-clock help for critical issues
- Swift evaluation of emergency plumbing situations
- Interim solutions to minimize additional damages
- Detailed planning for permanent repairs
Response Interval: Emergency requests are evaluated and dispatched within 30 minutes.
Medical Emergency Refunds
Extreme Circumstances
We are sympathetic to the occurrence of medical crises. The following conditions may be eligible for exceptional attention:
- Sudden sickness or injury that leads to hospital admission
- Passing away of a direct family member
- Summoning for military service or imminent call back
- Legal obligation to attend jury service or respond to a subpoena
- Natural catastrophes that impede property access
Supporting Evidence Required
To consider requests for refunds due to emergencies, we need the following evidence:
- Medical certificate or documentation from a hospital
- Death certificate, if relevant
- Official military directives
- Legal notification for jury duty or court orders
- Statements of emergency or restrictions on access
Processing: Refund requests prompted by emergencies are processed within a 3-5 business day period post receipt of necessary documents.
Operational Cancellations
Absence of Technicians
Should the scheduled technician be unavailable:
- Replacement Technician: A different qualified individual will be provided
- Reschedule: The appointment can be rescheduled according to your convenience
- Full Reimbursement: Granted if we cannot provide service within an additional 48 hours
- Compensation: A discount may be extended for the inconvenience
Supply Issues
When necessary supplies are not on hand:
- Alternatives will be sought where feasible
- Adjustments to the project timeline to be expected
- Partial reimbursements for delays surpassing 72 hours
- Storage fees might be charged for postponed jobs
Refund Processing
Repayment Methods
Refunds will be remitted back through the original mode of payment:
- Credit Cards: Processed within 5-7 business days
- Bank Transfers: Processed within 7-10 business days
- Cash/Cheque: Processed within 3-5 business days
Fees for Processing
Credit Card Reimbursement
£25 charge for cancellations with over 48 hours' notice
Bank Transfer Refunds
£15 charge for all refunds via bank transfers
Cancellation of Emergency Service
A £100 penalty applies for cancelling immediate services
Service Credits
Issuing of Credits
Service credit might be issued under these scenarios:
- When cancellations are made at short notice
- Due to operational issues
- Following customer satisfaction concerns
- In case of project delays beyond our influence
Terms of Credit
- Validity: Effective for one year from the date of issue
- Transferability: Cannot be transferred to others
- Value: Equivalent to the full cost of service (exempt from administrative charges)
- Usage: Applicable to any service we provide
- Expiration: There is no extension beyond 12 months
Refunds for Partial Services
Interruptions in Service
If services are interrupted or cannot be fully performed due to factors we can control:
- A proportional refund corresponding to the amount of work not carried out
- Service credit equating to the value of incomplete services
- Complementary corrective services
Site-Specific Issues
If we find that services cannot be completed due to unforeseen site conditions:
- A diagnostic charge may be incurred
- A refund of the portion for unperformed work
- An updated estimate for any necessary additional tasks
Process for Resolving Disputes
If you disagree with our decision on your refund claim, you have the option to:
- Ask for an evaluation from our management
- Present further evidence or documents
- Look for resolution from consumer protection bodies
- Seek available legal courses as per law
Procedure for Refund Application
Step 1: Reach Out to Us
Initiate your refund request through:
- Email: [email protected]
- Phone: +44 20 7946 0958
- Visiting our premises personally
Step 2: Necessary Details
Your refund application should consist of:
- Service confirmation code
- Date and time the service was scheduled for
- The cause for revocation
- Any corroborating documents (when needed)
- Your preferred method for the refund
Step 3: Examination and Processing
We will acknowledge the receipt of your application within a 24-hour window, evaluate it according to our policy, make a decision within 48 hours, and proceed with processing accepted refunds as per the outlined timelines.
Vital Information
- All applications for refunds must be submitted in written form
- Refunds will be processed in £ no matter the currency used for the initial payment
- Service pledges are dependent on the site specifics
- This policy may be revised, with a 30-day notification in advance
- Refunds are subject to relevant taxes and directives
Contact Details
For queries regarding refunds or to present a request for a refund:
Refunds Division
DistantCollectiveHouse Plumbing Solutions Ltd.
43 Bedford Street, Westminster
London WC2E 9HA
United Kingdom
Telephone: +44 20 7946 0958
Email: [email protected]
Open: Monday through Friday, 9:00 AM to 5:00 PM