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Refund & Cancellation Policy

Last Updated: January 21, 2026

We understand that plans can change. Our refund and cancellation policy is designed to be fair while covering the time and costs involved in preparing and scheduling our services. Please read our refund and cancellation policy carefully before making a payment.

Deposits

All payments made on this website are deposits for services. A deposit is required to secure a booking, cover consultation, planning, and scheduling of the work.

Cancellations

More than 48 hours before the scheduled service:

  • You may receive a full refund of the deposit, minus a £25 administration fee.​

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24–48 hours before the scheduled service:

  • You may receive a 50% refund of the deposit.

  • Alternatively, you may reschedule the service at no additional cost.

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Less than 24 hours before the scheduled service:

  • The deposit is non-refundable.

  • You may reschedule the service within 30 days for a £50 rescheduling fee.

Refund Eligibility

You may be eligible for a refund if:

  • The service does not meet the agreed specifications

  • The service is not completed within the agreed timeframe (unless due to circumstances beyond our control)

  • Significant issues with workmanship are identified and confirmed

  • We are unable to complete the service for any reason

Non-Refundable Items

Refunds are not available for:

  • Services completed according to the agreed scope where preferences later change

  • Delays caused by customer-related issues (access, preparation, or materials not ready)

  • Materials or third-party items purchased specifically for the project

  • Consultation, planning, or design services once delivered

Refund Process

To request a refund:

  1. Contact us within 14 days of service completion

  2. Provide details, including your booking reference and a brief explanation

  3. Inspection, where applicable, to allow us the opportunity to assess and resolve the issue

  4. Resolution, provided within 5 business days of inspection

  5. Processing, if approved, completed within 5–10 business days

For faster resolution, please include photos where relevant.

Disputes

If you are not satisfied with a refund decision, you may:

  • Request a review by our management team

  • Seek independent advice through consumer guidance services

  • Use appropriate dispute resolution channels

We are committed to handling all disputes fairly and professionally.

Contact Us

For refund or cancellation enquiries, please contact:

 

Email: novozhylovlimited@gmail.com

Phone: +44 7541 062636

Address: 10 Caulfield Road, London, E6 2EJ, UK

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Business hours:

Monday – Friday, 9:00 AM – 5:00 PM (GMT)

By making a payment on this website, you agree to this Refund & Cancellation Policy.

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