Refund Policy

Refund Policy

This Refund Policy explains how refunds are handled for services provided by BRANDHATCH LIMITED (“we”, “us”, “our”).

1. General Refund Rules

Refunds may be issued only under the following conditions:

  • The booking is cancelled in line with our cancellation terms.
  • We are unable to deliver the booked service due to our own fault.
  • A clear service issue has occurred and has been reviewed by our team.
  • A partial service was not completed due to reasons within our control.

Once a service has been completed, refunds are normally not available unless there was a proven issue with the delivery of the service.

2. Cancellations

Customers may request a cancellation or reschedule by contacting us in advance.

  • Cancellations made at least 24 hours before the appointment may qualify for a refund.
  • Late cancellations may not be eligible for a refund.
  • If a customer does not provide access to the property at the agreed time, the booking may be treated as a missed appointment and may not be refundable.

3. Rescheduling

Where possible, we may offer a new appointment date instead of a refund.

Rescheduling is subject to:

  • Availability
  • Service type
  • Notice given before the original appointment time

4. Service Not Delivered

If we are unable to carry out the service because of an issue on our side, we will review the situation and may offer:

  • A full refund
  • A partial refund
  • A new appointment at no extra cost

5. Partial Service

If part of the booked service could not be completed due to an issue caused by us, we may offer a partial refund based on the part of the service that was not delivered.

If the service could not be completed because of access problems, unsafe conditions, incorrect information, or customer unavailability, a refund may not be issued.

6. Non-Refundable Situations

Refunds are generally not available in the following cases:

  • The service has already been completed
  • The customer changes their mind after the service has been delivered
  • Access to the property was not provided
  • The customer supplied incorrect booking details
  • The property conditions made safe completion impossible
  • The issue is caused by pre-existing damage or conditions outside our control

7. Refund Processing Time

If a refund is approved, it will usually be processed back to the original payment method within 5–10 working days.
Processing times may vary depending on the payment provider and the customer’s bank.

8. How to Request a Refund

To request a refund, please contact us with your booking details.

Email: hello@brandhatch.uk
Phone: +44 7257 139840

Please include:

  • Full name
  • Booking date
  • Service booked
  • Reason for the refund request
  • Any supporting information

9. Changes to This Policy

We may update this Refund Policy from time to time to reflect changes in our business practices or legal requirements. Any updates will be posted on this page.

10. Contact Us

If you have any questions about this Refund Policy, please contact:

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