Refunds & Cancellations

Clear, fair policy for installation deposits, service visit charges, cancellations, rescheduling and refunds — designed to protect customers and keep bookings practical for FlameTec.

Quick note: If you need to change a date, please tell us early — it gives the best chance of a full refund.

Last updated: 15 February 2026

Overview

This policy explains how installation deposits, service visit charges, and cancellation rights work, and what happens if you cancel or reschedule. It applies to installations, servicing and repairs booked with FlameTec Boilers.

Fairness We aim to be reasonable and transparent. We won’t charge “extras” without agreement.

Practical booking Installation deposits protect diary time and allow us to order materials confidently. Smaller service visits are handled as a single booked visit fee instead of split payments.

This page sits alongside our Terms & Conditions. Where consumer law gives you additional rights, those rights are not affected.

Install Deposits, Service Visit Fees & Materials

Installations use a refundable deposit to reserve the slot and allow planning (including ordering parts). Service, CP12, and diagnostic repair visits are priced as a full visit fee rather than a deposit plus later balance.

£250 refundable installation deposit Your installation deposit reserves your slot and shows intent to proceed. It is normally refundable in line with the cancellation terms below.

Service, CP12 & diagnostic visits If payment is taken before the visit, it relates to the full booked visit fee rather than a split-payment arrangement. Parts, remedial work, and further repairs are quoted separately unless expressly included.

Materials ordered once the install deposit is paid Once the installation deposit is paid, we may order materials specifically for your job. If you cancel after materials have been ordered, any refund may be reduced to cover reasonable costs we cannot recover (e.g., non-returnable items or supplier restocking fees).

Administrative & planning costs Installation deposits also help cover booking/admin time, initial planning, and diary protection — especially at busy periods.

What “refundable” means “Refundable” means we aim to refund unless genuine costs have already been incurred and cannot be recovered.

Tip: If you’re unsure about a booking, speak to us before paying the deposit — we can often hold a provisional slot briefly.

Cancellation Terms

If you need to cancel, notify us as soon as possible by email (best) or phone. Refund amounts depend on notice given and whether materials have already been ordered or whether a service slot has been reserved at short notice.

More than 7 days’ notice For installations, we will normally refund the deposit in full, less any non-recoverable costs already incurred (if applicable). For smaller service visits, we will usually move or refund the visit fee where no unrecoverable costs have been incurred.

Within 7 days of the confirmed date Installation deposits or service visit fees may be retained in part or in full due to short-notice diary loss and scheduling costs, particularly if we cannot rebook the slot.

No access / missed appointment If we attend and cannot gain access or safely proceed, an attendance/call-out charge may apply and any installation deposit or service visit fee may be affected.

After materials are ordered Any refund may be reduced to cover reasonable non-returnable items, restocking fees, delivery charges, or supplier deductions.

Where possible, we’ll show evidence of non-recoverable supplier costs if they affect your refund.

Rescheduling

If you need to move your booking, we’ll do our best to accommodate. Rescheduling is often the best option if plans change.

Reasonable notice With enough notice, we can usually move your slot without affecting an installation deposit or triggering an extra charge on a service visit.

Short notice Short-notice reschedules may involve a fee if costs have already been incurred or if the original slot cannot be filled.

Multiple reschedules Repeated changes may require a new date and either a fresh installation deposit or a rebooking fee to secure diary time.

We have to reschedule If we must reschedule due to events outside our control (e.g., supplier delays, engineer illness), we’ll offer the next suitable dates. If no suitable date is possible, you may request a refund of the installation deposit or any service visit payment already taken.

Completion, Outstanding Balance & Late Payment

When a job is considered complete: A job is considered complete once the installation/repair has been finished, tested, commissioned where applicable, and demonstrated to the customer (or their representative), with relevant documentation completed where required.

Balance due within 7 days For installations, the remaining balance is due within 7 days of completion, unless agreed otherwise in writing. Service, CP12, and diagnostic visits are priced as a single visit fee unless we agree otherwise in writing.

Snagging & minor adjustments Minor snagging or small adjustments do not normally prevent completion once the system is safe and functional. We will arrange follow-up where required.

Disputes / concerns If you have a concern, raise it immediately. Where appropriate, we can agree a fair plan while the matter is investigated.

Late payment If an invoice remains unpaid after the due date, we may charge reasonable recovery costs and/or statutory interest in line with applicable legislation.

Nothing here limits your legal rights. Our goal is always to be fair, clear, and quick to resolve issues.