1. Property Access and Client Responsibilities

The client is responsible for ensuring that the property where the service is to be performed is accessible, safe, and suitable for our technicians or representatives to carry out the work. This includes, but is not limited to:

• Ensuring clear and unobstructed access to the work area
• Providing accurate information regarding the location and nature of the work required
• Ensuring that the property complies with all applicable safety standards
• Ensuring that any pets, hazards, or obstacles that may interfere with the work are properly managed or removed

The client is also responsible for obtaining any necessary permissions, approvals, or authorisations required before the service can be performed. This may include, but is not limited to:

• Landlord permission
• Property management approval
• Local authority permissions
• Planning permissions where applicable

Solvex Repairs Ltd will not be responsible for delays, cancellations, or additional costs resulting from the client's failure to obtain such permissions.

2. 14-Day Cooling-Off Period

In accordance with applicable consumer protection regulations, Solvex Repairs Ltd provides a 14-day cooling-off period beginning from the date the agreement is entered into (the "Effective Date"). During this period, the client may request to cancel the agreement and receive a refund, provided that the service has not yet been delivered or substantially commenced.

If the service has already been completed during the cooling-off period, the client will not be eligible for a refund. If the service has begun but has not yet been completed, we may deduct reasonable costs reflecting the proportion of the service already performed before issuing any refund.

3. Commencement of Services

For the purposes of this agreement, services are deemed to commence on Day 1 of the agreement, which is the date on which the client accepts the quotation, confirms the booking, or otherwise agrees to proceed with the service.

By entering into an agreement with Solvex Repairs Ltd, the client acknowledges and agrees that:

• The service is treated as having started from the Effective Date
• Administrative preparation, scheduling, consultation, and operational planning may begin immediately after the agreement is confirmed

These activities form part of the service provision.

4. How to Request a Refund

Any request for cancellation or refund must be submitted within the 14-day cooling-off period. Refund requests must be made through one of the following official communication channels:

Telephone:
By calling our business contact number: 03301 746237

Email:
By sending a written request to: info@solvexrepairs.com

To ensure efficient processing, the request should include:

• The client's full name
• Contact details
• Invoice or booking reference number
• Date the agreement was made
• A brief explanation of the refund request

Requests submitted after the 14-day period has expired will not be accepted. Requests made through unofficial channels, including but not limited to social media platforms, messaging applications, third-party websites, or online reviews or comments, will not be considered valid refund requests under this agreement.

5. Refund Processing

If a refund request is approved and meets the requirements set out in this agreement, Solvex Repairs Ltd will process the refund using the same payment method used for the original transaction, unless otherwise agreed.

Refund processing times may vary depending on the payment provider, bank, or card issuer. While refunds are typically processed promptly after approval, Solvex Repairs Ltd cannot guarantee the exact timeframe in which the funds will appear in the client's account.

6. Limitations of Refunds

Refunds will only be granted in accordance with the terms outlined in this agreement. Refunds will not be issued in circumstances including, but not limited to:

• Services that have already been fully completed
• Requests submitted after the 14-day cooling-off period
• Situations where the client fails to provide necessary access to the property
• Situations where the client has failed to obtain required permissions or approvals
• Delays or cancellations caused by the client

Solvex Repairs Ltd reserves the right to review each request individually and determine eligibility for a refund in accordance with this agreement.

7. Delays Outside Our Control

Solvex Repairs Ltd cannot be held responsible for delays, disruptions, or service interruptions caused by circumstances beyond our reasonable control. Such circumstances may include, but are not limited to:

• Severe or adverse weather conditions
• Supply chain disruptions
• Industrial action or labour disputes
• Utility outages
• Transportation delays
• Government restrictions or regulatory changes
• Unforeseen site conditions

In such cases, we will make reasonable efforts to inform the client and reschedule the service where possible.

8. Client Acknowledgement

By entering into an agreement with Solvex Repairs Ltd, the client confirms that they have:

• Read this Refund and Service Agreement
• Understood the terms contained within it
• Agreed to be bound by the conditions of this agreement

This agreement forms part of the contractual arrangement between the client and Solvex Repairs Ltd.

9. Contact Information

If you have any questions about this agreement or are not satisfied with the service provided, please contact us using the details below:

Solvex Repairs Ltd
Email: info@solvexrepairs.com
Telephone: 03301 746237

Solvex Repairs Ltd aims to respond to all enquiries within 5 business days.

Last updated: March 2026