We stand behind the quality of every visit. This Refund Policy explains when a refund is available and how to request one.
1. 14-day cooling-off period (distance sales)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the date of booking to cancel and receive a full refund — provided that the service has not yet started. Once an engineer has been dispatched or the service has been performed, the right to a full refund is limited (see below).
2. Cancellation before the engineer is dispatched
- Cancel more than 24 hours before your appointment: 100% refund.
- Cancel within 24 hours of your appointment: 80% refund (20% dispatch/scheduling fee).
- Cancel while the engineer is en route: 50% refund.
3. If the service was performed
Refunds after service completion are considered on a case-by-case basis where the workmanship or parts were faulty. If we cannot resolve a fault within 14 days of you reporting it, we will refund the affected line item in full.
4. Subscription plans
- You may cancel a subscription at any time; it remains active until the end of the billing period already paid for. See our Cancellation Policy.
- Subscription payments are non-refundable for periods already commenced, except in the 14-day cooling-off window where no included service has been used.
5. How refunds are issued
Approved refunds are issued to the original payment method within 5–10 working days. You will receive an email confirmation once the refund has been processed.
6. How to request a refund
Email support@smartroservice.co.uk with your booking reference and a short description of the issue. Our team will respond within 1 working day.
7. Your statutory rights
This policy is in addition to — and does not affect — your statutory rights under UK consumer law, including the Consumer Rights Act 2015.