Cancellation & Refund Policy

01 Scope of This Policy

This policy applies to bookings for acoustic insulation and soundproofing installation services arranged through SBA QUIET SPACES, including wall sound insulation, ceiling acoustic insulation, acoustic panel fitting, floor sound insulation and internal soundproofing installations.

It covers customer cancellations, changes to confirmed appointments, refunds for eligible payments and situations where an installation cannot proceed as planned.

The policy should be read alongside our Booking Terms. Where a statutory consumer right provides greater protection, that right takes priority over any conflicting provision in this policy.

02 How to Cancel a Booking

If you need to cancel an appointment, please contact us using the email address or telephone number listed at the end of this page.

To help us locate your booking, please provide:

• Your full name and contact details.
• The agreed appointment date.
• The service you booked.
• Your booking reference, if one was provided.
• A clear request to cancel the appointment.

We will confirm receipt of your cancellation request through our official communication channels. The date we receive your request will normally be used to assess the applicable cancellation period, subject to statutory rights.

Please do not assume that a cancellation has been processed until we have acknowledged your request.

03 When You Can Cancel

Customers may request cancellation before an installation takes place. The amount refundable will depend on the booking stage, any applicable statutory cancellation rights and reasonable costs already incurred.

Cancellation Without a Charge

A booking can normally be cancelled without a cancellation charge in the following circumstances:

• The booking has been confirmed, but the installation is more than 7 calendar days away.
• No installation work has started.
• No non-recoverable, project-specific costs have been incurred.
• No specially ordered materials or other services have been committed specifically for the project.
• The customer cancels within an applicable statutory cancellation period and has not incurred a lawful charge for services already supplied.

Where a full refund is due, the eligible payment will be returned in accordance with the refund arrangements set out below.

Cancellation With a Possible Charge

A cancellation charge may apply where the installation date is approaching, work has been prepared or reasonable project-specific expenses have already been incurred.

Any charge must be fair, proportionate and supported by the relevant booking circumstances. We will explain the calculation before applying a deduction.

04 Cancellation Fee Schedule

For bookings outside an applicable statutory cancellation period, the following schedule sets out our proposed standard cancellation charges for customer-requested cancellations.

The percentages above are standard proposed cancellation charges, not automatic penalties. They are assessed against the agreed booking amount and must reflect a fair estimate of the reasonable loss or costs associated with the cancellation.

We will take account of work already completed, materials that cannot reasonably be returned or reused, labour already committed and costs that can be avoided or recovered.

We will not charge twice for the same cost or apply a standard percentage where it would produce an unfair result.

05 Statutory 14-Day Cancellation Period

Where a service contract is entered into online, by telephone or through another qualifying distance-selling arrangement, eligible consumers generally have a statutory 14-day cancellation period under the Consumer Contracts Regulations 2013.

For service contracts, this period normally begins on the day the contract is entered into. It is separate from the installation date.

If You Cancel Within 14 Days

If you exercise an applicable statutory cancellation right within the 14-day period, you may cancel the service contract without being subject to the standard cancellation percentages in Section 04.

If you have expressly requested that installation work begins during this period, you may be required to pay a proportionate amount for services actually supplied before cancellation, provided the legal requirements have been met.

This amount will be calculated by reference to the agreed total price and the proportion of the service already performed. Where the price is excessive or not properly agreed, the applicable statutory calculation rules will apply.

When the 14-Day Right May No Longer Apply

For a service contract, the statutory cancellation right may be lost once the service has been fully performed, but only where the customer gave prior express consent for the work to begin during the cancellation period and acknowledged that the right would be lost once the service was fully performed.

We will not treat a booking as automatically exempt from statutory cancellation rights simply because materials have been ordered, an appointment has been confirmed or preparation work has begun.

06 When a Refund May Not Be Available in Full

A full refund may not be available where a service has already been partly or fully supplied, or where reasonable and lawful charges have been incurred.

Situations That May Affect Your Refund

• Work already completed: The value of installation work properly completed before cancellation may be payable under the agreed contract and applicable law.
• Materials specifically ordered: Reasonable costs for project-specific materials may be considered where they cannot reasonably be cancelled, returned or reused and the charge is legally recoverable.
• Installation already started: Labour, completed work and reasonable costs already incurred may be included in the final account.
• Customer-approved additional work: Work separately requested and completed may be charged according to the agreed quotation.
• Fully performed services: A refund for completed services may not be available where the relevant statutory conditions have been met and the service was delivered as agreed.

A material order alone does not automatically remove a customer’s right to cancel. We will consider whether the cost is reasonable, unavoidable and recoverable under the relevant contract and legislation.

07 Non-Refundable Circumstances

Subject to statutory rights, we may decline a request for a full refund in the following circumstances:

• The agreed installation has been fully completed in accordance with the contract and the applicable statutory cancellation right has ended.
• The customer has approved additional work that has already been completed and the relevant charges are due.
• A reasonable amount is properly due for services already supplied before a valid cancellation.
• The customer has requested a change after materials or services have been specially committed, and the resulting unavoidable costs are legally recoverable.

A refund will not be refused solely because a booking has been confirmed or because the customer has changed their mind. Each request will be assessed according to the actual circumstances and applicable consumer protections.

08 Cancellations by Our Team

Occasionally, we may need to cancel or rearrange an installation due to circumstances affecting our ability to carry out the agreed work.

These may include:

• Unexpected staff or contractor availability issues.
• Material supply or delivery problems.
• Unforeseen property conditions.
• Access restrictions or unsuitable installation conditions.
• Severe weather or other significant disruption.

Where we need to cancel a booking and cannot provide the agreed service, customers will be offered a suitable alternative date or a refund of payments for services not supplied, as applicable.

Where we cancel without the customer being at fault, we will not apply the standard customer cancellation charges in Section 04.

Any refund or other remedy will be handled in accordance with the contract and applicable consumer legislation.

09 Missed Appointments and Restricted Access

Customers should ensure that the agreed installation area is accessible at the confirmed appointment time.

If our team cannot proceed because the customer is unavailable, access has not been arranged or the agreed work area has not been made reasonably accessible, we will contact the customer to discuss the situation.

Where an appointment is missed or cannot proceed for reasons within the customer’s control, reasonable wasted attendance or preparation costs may be considered.

Any charge must reflect the actual circumstances and must not exceed what is fair and legally recoverable. A missed appointment does not automatically remove statutory rights.

10 Changes to an Existing Booking

If you wish to change the installation date rather than cancel, please contact us at least 24 hours before the scheduled appointment.

We will try to arrange an alternative date, subject to availability.

• Changes requested more than 24 hours in advance will normally be considered without an administration charge.
• Changes requested less than 24 hours before the appointment may result in reasonable costs where attendance, labour or materials have already been committed.
• Changes to the installation area, materials or service scope may require a revised quotation.
• Any revised booking must be confirmed through our official communication channels.

11 Refund Processing Times

Once a refund has been approved, we will arrange payment back to the original payment method wherever possible.

For cancellations exercising a statutory right under the Consumer Contracts Regulations, eligible refunds will normally be made within 14 calendar days of the date we are informed of the customer’s decision to cancel, subject to the applicable statutory rules.

For other refunds agreed under this policy, we aim to process the approved amount within 14 calendar days after confirming the refund.

How the Refund Is Returned

• Refunds are normally sent to the original payment method.
• Where the original payment method is no longer available, we will contact the customer to agree an appropriate alternative.
• We will provide confirmation once the refund has been processed.
• Additional processing time may be required by the customer’s bank or payment provider.

The time taken for the refunded amount to appear in an account depends on the relevant financial institution and payment method. This period is outside our direct control.

12 Refund Calculations and Deductions

Where a partial refund is appropriate, we will calculate the amount by considering the original payment, the work already completed and any reasonable charges that may lawfully be deducted.

These may include:

• The value of installation services already supplied.
• Reasonable, evidenced project-specific costs that cannot be avoided or recovered.
• Agreed additional work that has already been completed.
• Any other amount properly due under the contract and applicable law.

We will explain the calculation and provide relevant details of deductions where reasonably requested.

We will not make deductions for costs that have not actually been incurred or charge amounts that would be unlawful or disproportionate.

13 Service Quality and Refund Requests

If you are unhappy with completed installation work, please contact us with a description of the issue and the relevant appointment details.

We will review the agreed work, the circumstances and any concerns raised before discussing an appropriate resolution.

Depending on the situation, this may involve an inspection, corrective work, a price adjustment or another remedy available under the contract and applicable law.

A concern about workmanship will not automatically result in a full refund, but neither will a request for a refund be rejected simply because the installation has been completed.

14 Limitations and Exclusions

Acoustic installation results depend on the existing building structure, materials, installation coverage and other property-specific factors.

Variations in sound reduction do not automatically establish that the service was incorrectly performed. Any assessment will consider the agreed specifications and the actual installation work.

We are not responsible for delays or additional costs arising solely from circumstances outside our reasonable control, provided that we have met our applicable contractual and legal obligations.

Nothing in this policy excludes or limits liability for negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited.

Nothing in this policy removes a customer’s statutory cancellation, refund or other consumer rights.

15 Complaints and Refund Enquiries

If you believe that a cancellation charge or refund calculation is incorrect, please contact us with your booking details and an explanation of your concern.

We aim to acknowledge refund-related complaints within 5 working days and provide a substantive response within 15 working days where reasonably possible.

If further information is required, we will explain what is needed and provide an expected response timescale.

16 Changes to This Policy

We may update this policy when necessary to reflect changes in our booking arrangements, services or applicable legal requirements.

The latest version will be published on this page and will take effect immediately upon publication.

The version applicable to an existing booking will normally be the version in force when that booking was agreed, unless both parties agree otherwise or applicable law requires a different outcome.