At Nexus Repair UK Ltd, we are committed to providing reliable and transparent plumbing and drainage services. This Refund Policy outlines the circumstances under which you may be eligible for a refund, in line with UK consumer protection laws and the Consumer Rights Act 2015.

1. Callout Charges

All confirmed callouts are subject to a fixed callout charge, which covers the engineer’s attendance at your property. This charge is non-refundable once the engineer has arrived on-site, regardless of whether any repair work is undertaken.

2. Cancellation Before Attendance

You may cancel your booking without penalty provided that you do so at least 2 hours before the scheduled arrival time. If cancellation is made within 2 hours of the scheduled time, a cancellation fee (up to 100% of the callout charge) will apply.

3. Cancellations by Nexus Repair UK Ltd

If we are required to cancel your appointment due to unforeseen circumstances, we will provide a full refund of any callout charges already paid or offer to reschedule the visit at no extra cost.

4. Refunds for Repair Work

Refunds for repair or maintenance work will only be considered in the following circumstances:

  • If work has not been carried out to a satisfactory standard, and a reasonable attempt to remedy the issue has failed
  • If the service was not delivered in accordance with the agreed terms
  • If you have been overcharged or billed in error

All refund claims must be submitted within 14 days of the service being completed. Claims must include details of the issue and any supporting documentation.

5. Non-Refundable Situations

Refunds will not be issued in the following cases:

  • Issues resulting from pre-existing faults or poor maintenance not disclosed at the time of booking
  • Damage caused by the customer or a third party after service completion
  • Where access to the premises was obstructed or unsafe
  • For minor cosmetic issues that do not affect functionality

6. How to Request a Refund

If you believe you are entitled to a refund, please contact us by email or phone with the following information:

  • Your full name and contact details
  • Address where the service was provided
  • Date of service and engineer name (if known)
  • Reason for the refund request
  • Any relevant evidence (photos, invoices, correspondence)

We will review your request and aim to respond within 5 business days. If approved, refunds will be issued using the original payment method within 7 business days of confirmation.

7. Contact Us

If you have any questions about this Refund Policy or need further assistance, please contact our customer service team:

Address: 88a Arcadian Gardens, London, United Kingdom, N22 5AD
Email: [email protected]
Phone: 012345 456 789