Refund Policy
Transparent and fair refund terms for your assurance
Overview
At AurumFlow, we recognize that plans can change, and we aim to offer equitable and straightforward refund terms. This policy sets out when refunds may be issued for plumbing services.
Please review this policy carefully before booking our services. By booking with AurumFlow, you accept and agree to these refund terms.
Standard Cancellation and Refund Schedule
More than 48 Hours Before Service
Eligible for: Full refund minus processing fees
Processing Time: 5-7 business days
Processing Fee: £25 for credit card transactions
Conditions: Must be requested in writing via email or phone
24-48 Hours Before Service
Eligible for: 50% of deposit amount
Processing Time: 7-10 business days
Processing Fee: £15 deducted from refund
Conditions: Valid reason required; administrative costs apply
Less than 24 Hours Before Service
Eligible for: No refund of deposit
Exception: Emergency circumstances may be considered
Alternative: Service credit may be offered at management discretion
Conditions: Documentation required for emergency claims
Emergency Service Guarantee
Our Emergency Response Guarantee
For emergency plumbing services, we guarantee a response within 2 hours. If we cannot meet this guarantee:
- Discount: 20% discount on the service call fee
- Priority Service: Your service is prioritized for the next available slot
- Credit: Service credit for future emergencies
Emergency Service Assessment
Our emergency response includes:
- Immediate dispatch of certified plumbers
- 24/7 availability for urgent situations
- Rapid assessment of plumbing emergencies
- Temporary solutions to prevent further damage
- Comprehensive repair planning
Response Time: Emergency calls are assessed and dispatched within 30 minutes.
Medical Emergency Refunds
Emergency Circumstances
We understand that medical emergencies can occur. The following situations may qualify for special consideration:
- Sudden illness or injury requiring hospitalization
- Death in immediate family
- Military deployment or emergency recall
- Jury duty or court subpoena
- Natural disasters affecting property access
Documentation Requirements
To process emergency refund requests, please provide:
- Medical certificate or hospital documentation
- Death certificate (if applicable)
- Official military orders
- Court summons or jury duty notice
- Emergency declarations or access restrictions
Processing: Emergency refunds are processed within 3-5 business days upon receipt of proper documentation.
Operational Cancellations
Technician Unavailability
If your assigned technician becomes unavailable:
- Alternative Technician: We will assign another qualified technician
- Reschedule: Service will be rescheduled at your convenience
- Full Refund: If service cannot be provided within 48 hours
- Compensation: Discount may be offered for inconvenience
Material Availability
In cases where required materials are unavailable:
- We will source alternative materials when possible
- Project timeline will be adjusted accordingly
- Partial refund for delays exceeding 72 hours
- Storage fees may apply for delayed projects
Refund Processing
Payment Method
Refunds are processed to the original payment method used for booking:
- Credit Cards: 5-7 business days
- Bank Transfers: 7-10 business days
- Cash/Cheque: 3-5 business days
Processing Fees
Credit Card Processing
£25 fee for cancellations more than 48 hours in advance
Bank Transfer Processing
£15 fee for all bank transfer refunds
Emergency Service Cancellation
£100 fee for emergency service cancellations
Service Credits
When Credits Are Offered
Service credits may be provided as an alternative to refunds in certain scenarios:
- Late cancellations (less than 24 hours)
- Operational disruptions
- Customer satisfaction issues
- Project delays beyond our control
Credit Terms
- Validity: 12 months from issue date
- Transferability: Non-transferable to other parties
- Value: Full service value (no processing fees)
- Usage: Can be applied to any available service
- Expiration: No extension beyond 12 months
Partial Service Refunds
Service Interruptions
If your service is interrupted or cannot be completed due to circumstances within our control:
- Prorated refund based on work completed
- Credit for future service of equal value
- Complimentary follow-up services
Site Condition Issues
If a service cannot be completed due to unforeseen site conditions:
- Diagnostic fee may apply
- Partial refund for work not performed
- Revised quote for additional work required
Dispute Resolution
If you disagree with a refund decision, you may:
- Request a review by our management team
- Provide additional documentation or evidence
- Seek resolution through consumer protection agencies
- Pursue legal remedies as available under applicable law
How to Request a Refund
Step 1: Contact Us
Submit your refund request via:
- Email: [email protected]
- Phone: +44 20 7946 0958
- In person at our office
Step 2: Provide Information
Include the following in your request:
- Service confirmation number
- Service date and time
- Reason for cancellation
- Supporting documentation (if applicable)
- Preferred refund method
Step 3: Review and Processing
Our team will acknowledge your request within 24 hours, review it against this policy, provide a decision within 48 hours, and process approved refunds within the stated timeframes.
Important Notes
- All refund requests must be submitted in writing
- Refunds are processed in £ regardless of original payment currency
- Service guarantees are subject to site conditions
- This policy is subject to change with 30 days notice
- Refunds are subject to applicable taxes and regulations
Contact Information
For questions about refunds or to submit a refund request:
Refunds Department
AurumFlow Plumbing Services Ltd.
Park Lane
London W1K 7LA
United Kingdom
Phone: +44 20 7946 0958
Email: [email protected]
Hours: Monday–Friday, 9:00 AM – 5:00 PM