Booking Policy

This Booking Policy explains how bookings are made, confirmed, changed, and managed for services provided by BRANDHATCH LIMITED (“we”, “us”, “our”).

By submitting a booking request, you agree to the terms set out in this policy.

1. Booking Requests

Customers may request a booking through our website, email, or phone.

A booking request does not guarantee an appointment until it has been reviewed and confirmed by us.

2. Booking Confirmation

Once we receive your booking request, we will review the service details, location, and availability.

If the booking is accepted, you will receive confirmation by email or phone with the appointment details. This confirmation may include:

Service type
Appointment date
Appointment time
Property address
Any access or preparation notes

3. Service Availability

All bookings are subject to:

Team availability
Service area coverage
Property type and suitability
Safe access to the work area
Weather or operational conditions where relevant

We reserve the right to decline or reschedule a booking if the requested service cannot be delivered safely or appropriately.

4. Customer Information

When making a booking, you must provide accurate and complete information, including:

Full name
Contact details
Property address
Selected service
Preferred date and time
Access instructions
Any special requirements or concerns

If incorrect or incomplete information is provided, the booking may be delayed, amended, or cancelled.

5. Access to Property

You are responsible for ensuring that we have reasonable access to the property at the agreed appointment time.

If access is not available, or if the property cannot be reached safely, the booking may be treated as a missed appointment and may not be refundable.

6. Booking Changes and Rescheduling

If you need to change your booking, please contact us as soon as possible.

We will try to accommodate rescheduling requests where availability allows. Rescheduling is subject to notice period, service type, and operational capacity.

7. Cancellations

Cancellations should be made in line with our Refund Policy.

In general, bookings cancelled at least 24 hours before the appointment may qualify for a refund or reschedule, subject to review.

Late cancellations or missed appointments may not be eligible for a refund.

8. Arrival Times

Appointment times are arranged as estimated time slots rather than guaranteed exact times.

Delays may occur due to weather, traffic, earlier jobs, or operational adjustments. If there is a delay, we will make reasonable efforts to notify you in advance.

9. Repeated Booking Issues

We reserve the right to refuse future bookings from customers who repeatedly provide false information, fail to provide access, or cancel appointments in bad faith.

10. Booking Fees and Payment

Where payment is required in advance, the booking will only be confirmed once payment has been received successfully through our approved payment method.

Any booking fee, deposit, or full payment will be clearly stated before checkout or confirmation.

11. Special Conditions

Some services may require additional preparation, such as:

Clear access to windows or glass areas
Parking access near the property
Removal of obstacles
Advance notice for difficult or high-level access

If special conditions apply, we may contact you before confirming the booking.

12. Contact for Booking Changes

To amend, cancel, or ask about a booking, please contact us:

BRANDHATCH LIMITED
27 Old Gloucester St, London, United Kingdom, WC1N 3AX
Email: hello@brandhatch.uk
Phone: +44 7257 139840

13. Policy Updates

We may update this Booking Policy from time to time. Any changes will be posted on this page with a revised effective date.