Refunds & Cancellations Policy

Scope: This policy covers general domestic boiler/heating services, Boiler Care Plans and transactions arranged directly with Home Assist 365 Ltd. Finance agreements are separate contracts with the lender.

1. Our commitment

Home Assist 365 Ltd aims to deal with cancellations and refunds fairly, transparently and in accordance with applicable UK consumer law. Nothing in this policy limits your statutory rights.

2. Contacting us

Home Assist 365 Ltd | Henleaze Business Centre, Harbury Road, Bristol, BS9 4PN | 0117 9474040 | helpdesk@homeassist365.co.uk | Company No. 11955704 | Gas Safe Registration No. 632778 | FCA reference 971539 (appointed representative of Koze Group Ltd, FRN 811281)

To cancel an appointment, service or Care Plan, or to request a refund, contact us by telephone or email. Please provide your name, property address, booking or Care Plan reference, and a brief explanation of the request.

3. Cancelling a booked service or appointment

If you need to cancel or rearrange a boiler repair, service, gas-safety inspection, heating repair, powerflush, installation survey or other appointment, please contact us as soon as possible.

Any cancellation, late-cancellation or missed-appointment charge will apply only if the amount and circumstances were clearly disclosed to you before the booking was confirmed. We will not rely on an undisclosed fixed cancellation fee.

Where we cancel an appointment, we will offer a rearranged appointment or, where appropriate, refund any amount you paid for the cancelled service.

4. Emergency and call-out appointments

If you cancel after an engineer has been dispatched or after work has started, we may charge reasonable costs already incurred where this was disclosed and is permitted by law. We will explain any charge before processing it.

Care Plan call-out charges and discounts depend on the selected Care Plan and are governed by the current Care Plan Terms & Conditions.

5. Boiler Care Plan cooling-off period

Where a Care Plan is purchased online, by telephone or away from our business premises, you will normally have a 14-day statutory cooling-off period beginning the day after the contract is made.

If you cancel during the cooling-off period before any service has been supplied, we will refund payments received for the Care Plan.

If you expressly asked us to begin providing the service during the cooling-off period and we supplied a service before you cancelled, we may deduct a reasonable amount proportionate to the service actually supplied, where the law allows and the required information and consent were provided.

If the Care Plan service has been fully performed during the cooling-off period at your express request, your statutory right to cancel may end once the service has been fully performed where the legal requirements have been met.

6. Cancelling a Care Plan after the cooling-off period

Care Plans are monthly subscriptions. You may cancel at any time by contacting us. Unless your statutory rights require otherwise, cancellation will take effect at the end of your current paid monthly billing period.

We will not collect a further monthly payment after the effective cancellation date.

A monthly payment already used to provide cover for an elapsed billing period is not normally refundable simply because you cancel during that period, unless a refund is required by law or we agree otherwise.

7. If we cancel a Care Plan

If we cancel your Care Plan for a reason that is not your fault and you have paid for a period of cover that has not yet been provided, we will refund the unused amount that is properly due.

If we cancel because of fraud, deliberate misrepresentation, persistent non-payment after reasonable notice, unsafe or abusive behaviour, or another material breach, any refund will depend on the circumstances and your statutory rights.

8. Installations, deposits and specially ordered items

If you cancel a boiler installation or other substantial work before it begins, we will explain any refund due. Where we have incurred reasonable, non-recoverable costs specifically for your order – for example, a genuinely special-order item – we may deduct those costs where the law allows and where the relevant cancellation information was provided to you.

We will not make arbitrary deductions or retain sums that exceed our legitimate loss. Bespoke or specially ordered goods may have different cancellation rights where the law permits; this will be explained before you place the order.

9. Services started during a statutory cancellation period

If you ask us to start a service before a statutory cancellation period has ended, we may ask you to confirm that request. If you later cancel, you may be required to pay an amount proportionate to the service supplied up to the point of cancellation, where permitted by law.

10. Finance agreements

Finance agreements are separate agreements between the customer and the lender. To cancel or query a finance agreement, the customer must contact the lender named in their agreement.

Cancelling a Home Assist 365 service or installation does not automatically cancel the finance agreement, and cancelling the finance agreement does not automatically cancel the service contract.

Any refund or adjustment connected with finance will be handled in accordance with the lender’s instructions, the finance agreement and applicable law. Customers should contact both Home Assist 365 Ltd and their lender before taking action.

We do not guarantee how a lender will treat a cancellation, settlement, refund or credit balance.

11. How refunds are paid

Where a refund is due from Home Assist 365 Ltd, we will normally return it using the original payment method unless we agree another lawful method with you.

Where a statutory refund deadline applies, we will process the refund within that deadline. Otherwise, we will process an agreed refund promptly after the amount due has been established.

12. Disputed payments

If you dispute a charge, please contact Home Assist 365 Ltd promptly so that the matter can be investigated. Questions about payments due under a finance agreement should be raised directly with the lender named in that agreement.

13. Refunds where work is defective or not as described

If you believe work has not been carried out with reasonable care and skill, is not as described, or otherwise breaches your statutory rights, contact us promptly. We will assess the issue and provide the remedy required by law, which may include repeat performance, a price reduction or refund where appropriate.

14. Parts, goods and materials

Rights relating to goods or parts supplied as part of a service depend on the circumstances and applicable consumer law. Nothing in this policy removes any right you have in relation to faulty, misdescribed or unsatisfactory goods.

15. Complaints

If you are unhappy with how a cancellation or refund has been handled, please follow our Complaints Handling Procedure available on our website.

If your complaint concerns the lender or the finance agreement itself, contact the lender named in your finance agreement. If it concerns the credit-broking service provided by Home Assist 365 Ltd, contact us using our complaints details.

Eligible complaints concerning regulated finance or credit-broking services may be referred to the Financial Ombudsman Service where applicable. General service and Care Plan complaints are handled under our complaints procedure and any applicable alternative dispute-resolution process.

16. Changes to this policy

We may update this policy to reflect changes in law, regulation, our services or our business processes. The current version will be published on our website with its effective date.