Cancellation Policy

Last updated on 5^th December, 2020

---

Your Cancellations Rights

You may cancel a contract within the first 14 calendar days of the Contract Start Date by either notifying Us in writing or by telephone, please read the details provided in Section 9 – Contact Details. In the circumstances that We have not carried out any Work, You will be entitled to a full refund of any Monthly/Annual Payment(s) that You have made within those 14 days, We will make the reimbursement without undue delay and not later than 14 days after the day on which We are informed about Your decision to cancel this Contract. We will make the reimbursement using the same means of payment as You used for the initial transaction unless You have expressly agreed otherwise; in any event, You will not incur any fees as a result of the reimbursement. However, if We have carried out any Work, You must pay the Minimum Charge. You may cancel this Contract at any time by either notifying Us in writing or by telephone, at the details provided in Section 9; – Contact Details.

After the initial cancellation period, You cannot cancel Your Contract until the completion of the agreed period of Contract, unless We fail to provide the services that We have agreed to provide in any material respect. If You cancel this Contract after the first 14 calendar days for any other reason, at Our absolute sole discretion We may cancel Your Contract, however, You must give Us 30 days’ notice to cancel Your Contract, You will not be entitled to a refund of any Monthly Payment(s) that You have made. You will also be liable and must pay to Us the Minimum Charge of 1 Monthly Payment.

At Our absolute sole discretion, Customers making Annual Payments will receive a partial refund, however, the Minimum Charge will apply and You must give Us 30 days’ notice to cancel Your Contract.

Our Cancellation Rights

If the following circumstances arise, We may cancel Your Contract; We may cancel Your Contract immediately:

• If You provide false information.
• If You cancel Your payment instruction with Your bank and You do not set up a replacement Payment Schedule.
• If You fail to make Your first payment.
• If You do not give Us access to Your property if this is needed.
• If improvements, We tell You are needed are not completed.
• If You are physically violent or verbally abusive to any of the employees or agents acting on behalf of Homeflo Ltd. at Our discretion.

In these circumstances, You will not be entitled to a refund of the Monthly Payment(s) that You have paid and You must also pay the Minimum Charge to Us

Customers making Annual Payments will receive a partial refund, however, the Minimum Charge will apply.

We may also choose to cancel this Contract:

• If following the initial inspection and/or Service determines that Your boiler, central heating or plumbing system is unsuitable for Our service Contract. We will advise You of the result if this is the case.
• If there is a health and safety issue.
• If there is a permanent fault with Your existing central heating or plumbing system which We are not required to remedy under this Contract. In these circumstances You will be entitled to a refund of the Monthly/Annual Payment(s) You have paid in that Contract year minus any costs incurred during that Contract period by Us.

We may also choose to cancel this Contract:

• If Your boiler is 7 years old or more, and not repairable. In these circumstances, You will not receive a refund of the Monthly Payment(s) You have paid in that Contract year. Customers making Annual Payments will receive a partial refund, however, the Minimum Charge will apply.
• If parts become unavailable and We cannot fix Your boiler or central heating system in these circumstances, You will not receive a refund of the Monthly Payment(s) You have paid. Customers making Annual Payments will receive a partial refund, however, the Minimum Charge will apply.
• If We choose to cancel Your Contract, We may notify you via email.