Booking, Payment & Cancellation Terms
1. Bookings and quotations
- All work must be agreed with the customer before it begins, including the work to be carried out and the applicable price or pricing arrangement. A booking is confirmed once the arrangements have been agreed.
- The quotation will identify the agreed work, labour charges, estimated materials costs where applicable and any payment arrangements specific to the job.
- Any changes to the agreed work, including additions or reductions, may affect the price. Any necessary price changes will be discussed with the customer and agreed on before carrying out the changed work.
- Where a booking deposit applies, the booking is confirmed once the deposit has been received, unless otherwise agreed in writing.
2. Booking deposits
A booking deposit of 10% of the quoted labour charge is required for jobs estimated to take more than eight working days.
- The deposit is payable when the booking is accepted.
- The deposit is credited against the total labour charge; it is not an additional fee.
- Refunds and any deductions will be handled in accordance with these terms and applicable law.
No booking deposit is normally required for jobs estimated to take eight working days or fewer.
3. Materials payment
An advance payment towards materials is required where the expected materials cost is £100 or more.
- Payment is due 14 days before the agreed start date, or immediately if the booking is made fewer than 14 days before work starts.
- Payment must clear before materials are purchased.
- The amount will be based on the estimated customer-facing cost of the materials required for the job, including any applicable delivery charges.
- The final invoice will show the total cost of the materials supplied and deduct any advance payment already made. Any agreed adjustments will also be included.
Where materials must be purchased earlier, payment will be required before the purchase is made.
4. Payment schedule
For jobs estimated to take more than eight working days:
- Labour completed during each working week will be invoiced at the end of that week.
- Payment is due before work resumes the following working week.
- If payment remains outstanding, work may be paused until payment is received, subject to the contract and applicable law.
- Any remaining balance will be invoiced on completion.
For jobs estimated to take eight working days or fewer:
- Payment for completed work is due on completion of the job.
- The final invoice will normally be issued on completion and is payable immediately upon receipt, unless alternative payment arrangements have been agreed in writing.
All payments already received, including booking and materials deposits, will be credited against the appropriate charges. Customers will not be charged twice for the same work or materials.
5. Customer cancellations
Customers should notify VIP Handyman as soon as possible if they need to cancel a booking.
Where a customer cancels before work begins:
- Booking deposits will normally be refunded where a customer cancels and no relevant costs or losses have been incurred.
- Where cancellation results in genuine costs or financial losses, VIP Handyman may seek to recover reasonable amounts where legally permitted. Any refund or amount deducted will take into account costs that VIP Handyman has avoided and any reasonable steps taken to minimise the financial loss.
Where work has already started, the customer remains responsible for payment for work properly completed and any other amounts lawfully due under the contract.
These provisions do not limit any statutory cancellation rights.
6. Customer postponements
Customers should notify VIP Handyman as soon as possible if they need to rearrange a booking.
- Where the revised dates are mutually agreed, any booking deposit or materials payment already made will normally be transferred to the rearranged booking, where appropriate.
- If the revised dates cannot be accommodated, the matter will be handled under the cancellation terms above.
- Where materials have already been purchased, they will be dealt with in accordance with the Materials already purchased section below.
Any additional costs arising from a postponement must be explained and agreed where required.
7. Cancellations and postponements by VIP Handyman
If VIP Handyman needs to cancel or postpone a booking, the customer will be informed as soon as reasonably possible and offered an alternative date.
- No cancellation fee will be charged to the customer for a postponement initiated by VIP Handyman.
- If the customer cannot agree to a revised date and the booking is cancelled, any payments for work not carried out will be refunded in accordance with the contract and applicable law.
- Any materials already purchased will be dealt with fairly, taking account of whether they can be used for the rearranged work, returned or otherwise recovered.
Nothing in these terms excludes the customer’s legal rights if VIP Handyman fails to perform the agreed work.
8. Materials already purchased
When a customer cancels or postpones after materials have been purchased specifically for their job:
- If materials can be returned for a refund, VIP Handyman will take the refund received into account, along with any reasonable, legally recoverable costs.
- If materials cannot reasonably be returned or reused, VIP Handyman may seek to recover the reasonable, unrecoverable cost where legally permitted.
- Any refund, supplier credit, resale value or other recovery will be taken into account to avoid charging the customer twice or retaining an amount that exceeds the recoverable loss.
The ownership, collection or delivery of any materials already paid for will be agreed with the customer.
9. Statutory cancellation rights
Some bookings may carry a statutory 14-day cancellation period under consumer protection legislation, depending on how and where the contract is agreed.
Where these rights apply, VIP Handyman will provide the customer with the required cancellation information and instructions, including details of how to cancel and any applicable cancellation form.
If a customer requests that work begins during the 14-day cancellation period, any required written request and acknowledgements will be obtained before work begins.
If a customer cancels after work has started, any payment due for work already carried out will be calculated in accordance with applicable law.
Nothing in these terms limits or excludes the customer’s statutory rights.
10. General
These terms should be read alongside the accepted quotation and any job-specific payment arrangements agreed in writing.
If any provision conflicts with a customer’s statutory rights, those rights will take precedence.
Questions about a booking or payment? Please contact VIP Handyman at info@viphandyman.uk.
