Legal

Refund and Cancellation Policy

How cancellations, rescheduling and refunds work for surveys, installations, maintenance plans and repairs.

Effective date: 1 October 2026 · Last updated: 12 October 2026

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Surveys

Free to cancel or reschedule anytime.

Service visits

24 hours' notice for free changes.

Installations

Full deposit refund within 7 days if nothing is ordered.

1. Scope

This policy explains how cancellations, rescheduling and refunds work for SunShine Mend services, including site surveys, installation projects, maintenance plans, cleaning visits, diagnostic visits and repairs. Your written quotation or plan agreement may contain specific terms that apply in addition to this policy.

2. Free site surveys

Free site surveys for new installations can be cancelled or rescheduled at any time at no cost. We simply ask that you let us know as early as possible so we can offer the slot to another customer.

3. Cancelling an installation before work starts

Within 7 days of accepting the quotation and before any equipment is ordered: full refund of your deposit.
After equipment has been ordered: we refund your deposit minus any non-refundable supplier costs, restocking fees and design or approval work already completed, all of which we will itemise for you.
Custom-ordered or special-order items that cannot be returned to the supplier may be charged at cost.

4. Cancelling after work has started

If you cancel once installation has begun, you will be charged for work completed, materials supplied or ordered, and any reasonable costs of making the site safe. Any amount paid above these costs will be refunded.

5. Service, cleaning and diagnostic visits

Cancel or reschedule at least 24 hours before the appointment at no charge.
Cancellations with less than 24 hours’ notice, or where our technician cannot access the site, may incur the call-out fee stated at booking.
Once a diagnostic visit has been carried out, the diagnostic fee is non-refundable because the work has been delivered, but it may be credited against an approved repair carried out by us.

6. Maintenance plans

Maintenance plans can be cancelled in line with the notice period in your plan agreement. If you have prepaid for a plan, we refund the value of visits not yet delivered, minus the standard price of any visits already completed beyond the pro-rata amount.

7. Weather and safety rescheduling

Roof work cannot be carried out safely in heavy rain, high winds or storms. If we reschedule for weather or safety reasons, there is no charge and your booking remains valid for the next available date.

8. Faulty workmanship or parts

If something we installed or repaired is not working as it should, contact us. We will inspect it and, where the issue is covered by our workmanship warranty or a manufacturer’s warranty, repair or replace it without charge. Refunds are considered where a repair or replacement is not possible.

9. How refunds are paid

Approved refunds are paid using the original payment method where possible, or by bank transfer, normally within 14 working days of agreement. We will confirm the amount and breakdown in writing.

10. How to cancel or request a refund

Email contact@sunshinemend.com or call +880 1715-956823 with your name, service address and booking or invoice reference. You can also use our contact page.