Refund and Cancellation Policy

Why this policy exists

Quoting a painting job properly means someone has to stand in the room. Measuring, checking what is under the old coating, testing for damp and agreeing a scope cannot be done from photographs. When the property is a few hours away, that visit costs real money in fuel, transport, a night's accommodation and a day of the team's time, and it is spent before anyone has agreed to anything.

This policy sets out, in advance, who carries that cost. It is written so there are no surprises in either direction.

Inspections inside our usual service area

For properties in Ilorin and the surrounding Kwara area, the first inspection is normally free. We will tell you at the time of booking if a particular job is an exception, for example a very large site or one that needs a full condition survey rather than a look round.

Inspections outside the usual service area

For a property outside Kwara, or anywhere that cannot be reached and returned from in a single working day, we ask for one of the following before the visit is scheduled:

• an inspection commitment fee, or
• a logistics deposit covering the actual travel and accommodation for the trip.

The amount is quoted to you in writing before you pay, and it is based on the distance and the time the visit will take. Nothing is charged without your agreement.

What happens to that money

If you accept our quotation, the full inspection commitment fee is credited to your project. It comes off the first invoice. You do not pay twice for the visit.

If you decide not to go ahead, the fee is not refunded. It has already been spent on the journey, and the survey, measurements and written scope produced from it remain yours to keep and to use.

If we cancel the visit, or we cannot carry out the inspection for a reason of our own, the fee is refunded in full.

A logistics deposit is reconciled against what was actually spent. If the trip cost less than the deposit, the balance is refunded or credited to the project, as you prefer. If it cost more, we absorb the difference unless a larger trip was agreed beforehand in writing.

Quotations

A quotation is free and valid for the period stated on it. You are under no obligation to accept it. Where a quotation follows a paid inspection, the written scope, measurements and specification belong to you whether or not you proceed.

Deposits on accepted work

Once a quotation is accepted, an advance is normally required before work is scheduled. It covers materials bought for your job and reserves the crew's time.

• Cancel before materials are bought and before the crew is scheduled: the advance is refunded, less any inspection or logistics cost already incurred.
• Cancel after materials are bought: materials specific to your job, including tinted and custom-mixed paint that cannot be returned or resold, are deducted. The rest is refunded.
• Cancel after the crew has been scheduled or mobilised: the advance covers the days reserved that can no longer be filled, plus any travel already made. Anything left is refunded.
• Cancel after work has started: you are charged for the work completed to that point, at the rates on the accepted quotation, plus materials used and materials bought. Anything left is refunded.

We will always show you the arithmetic. A deduction you cannot see the basis of is not a deduction we will make.

Work we cannot complete

If we cannot finish for a reason of our own, you pay only for the work completed and the materials used, and any balance is returned.

If we cannot finish because the site is inaccessible, unsafe, still occupied by another trade, or because a decision we are waiting on has not been made, we will tell you in writing and agree a new date. A repeat mobilisation to a site that was not ready may be charged at the day rates on your quotation.

Payments made online

An online payment can sit as pending until the provider confirms it. A refund is returned by the same route the payment came in, to the same account, and the provider's own timing applies once we have released it.

Putting in a claim

Write to us using the contact details on this website, with the quotation or invoice reference and, where it helps, photographs. We aim to acknowledge within two working days and to resolve or explain within ten. Where the accepted quotation says something different from this general policy, the quotation applies.

Workmanship

This policy covers money. Concerns about the quality of completed work are handled under the Terms and Conditions, which set out how a defect is assessed and what is covered.