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Do I have any rights to expect a refund on my deposit?

8 replies

InWithPeaceOutWithStress · 13/03/2024 12:11

Looking into loft insulation. Had a few companies out, the last one came round yesterday. Unlike the other companies however he didn’t leave and email me a quote later. He had a cancellation and so was available this Thursday (tomorrow). I said I wanted to think about it and look over all quotes but somehow I then gave in and went with his quote and available appointment on Thursday. Then he asked for a deposit and it was a massive 50% which surprised me but again I went along with it (my fault I know).

This morning I found out we would be eligible for a government grant for loft insulation. I asked if I could cancel the booking and get my deposit back. After a bit of back and forth they’ve agreed I can cancel but they would charge me a £200 cancellation fee. They have pointed out that I signed a waiver saying I can’t cancel within the usual 14 days due to short notice booking. I did sign this but I didn’t read it (my fault I know) as he just waved it at me and said I needed to sign it, I thought it was just the order form stating the service I was booking. He didn’t explain about my lack of cancellation rights verbally.

Anyway, I presume I don’t have any rights but just wanted to check if anyone knew otherwise. Wish I had not let myself be bounced into this.

OP posts:
FanSpamTastic · 13/03/2024 12:22

Suggest you call your local trading standards office and afk them. But this is what citizens advice say here

If you arranged for the work away from the business’s premises
You have a ‘cooling-off’ period of 14 days to cancel and get a refund if you arranged the service:
• over the phone
• on the internet
• by mail order
• somewhere else outside their business (eg in the street or at your home or workplace)
Minimum cooling-off period
14 days is the absolute minimum cooling-off period that a seller must give you. Make sure you check the terms and conditions in case they’ve given you more time to change your mind - many choose to do so.

BranchGold · 13/03/2024 12:24

Is it a large firm or a one man band kind of operator?

Please be cautious about signing things in future!

InWithPeaceOutWithStress · 13/03/2024 12:32

BranchGold · 13/03/2024 12:24

Is it a large firm or a one man band kind of operator?

Please be cautious about signing things in future!

It’s a large ish well established local firm. They have lots of installers working for them.

OP posts:
InWithPeaceOutWithStress · 13/03/2024 12:43

FanSpamTastic · 13/03/2024 12:22

Suggest you call your local trading standards office and afk them. But this is what citizens advice say here

If you arranged for the work away from the business’s premises
You have a ‘cooling-off’ period of 14 days to cancel and get a refund if you arranged the service:
• over the phone
• on the internet
• by mail order
• somewhere else outside their business (eg in the street or at your home or workplace)
Minimum cooling-off period
14 days is the absolute minimum cooling-off period that a seller must give you. Make sure you check the terms and conditions in case they’ve given you more time to change your mind - many choose to do so.

Thanks. I think I signed away my right to that cooling off period (without realising it). Don’t think I can call my local trading standards office (Tameside). I can try citizens advice.

OP posts:
InWithPeaceOutWithStress · 13/03/2024 13:02

citizens advice were really helpful. Apparently I can’t sign my rights away (to the 14 day cooling off period) and they’ve made a referral to trading standards for that company as they shouldn’t do that. I should be entitled to my full refund and so I will request that and see where I get to with them. Thank you so much @FanSpamTastic

OP posts:
FanSpamTastic · 13/03/2024 18:39

Yay - that is a great result @InWithPeaceOutWithStress - so glad it helped!

StarlightLime · 13/03/2024 18:42

Excellent. Well done.

Kentlane · 13/03/2024 19:34

Great news. Thanks for the update.

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