Refund Policy
Last updated: 2026-09-29
Refund and cancellation policy
This policy applies to radiator and heating installation services supplied in Lancashire by Gabriel Josef Webster trading as Webster Heating Solutions (trading as Webster Heating Solutions).
It applies to consumer customers and, where relevant, business customers. Consumer rights are protected by the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Your 14-day cancellation right
If you are a consumer and enter into a contract with us online, by telephone or away from our business premises, you normally have 14 days to cancel the contract without giving a reason. For a service contract, the 14-day period starts on the day after the contract is made.
To cancel, email admin@websterheatingsolutions.co.uk with a clear statement that you wish to cancel. Please include your name, address, details of the installation service and, if available, the date of the contract.
You may also use the following wording:
> I hereby give notice that I cancel my contract for the installation services.
We will acknowledge your cancellation by email.
Starting work during the cancellation period
You may ask us to start work before the 14-day cancellation period has ended. You must make this request expressly.
If you cancel after work has started, you must pay a proportionate amount for the installation services supplied up to the time you told us about your cancellation. The amount will reflect the work completed compared with the total service agreed.
If the service is fully completed during the 14-day period following your express request, and you acknowledged that you would lose your cancellation right once the service was fully performed, you will no longer have the statutory right to cancel under the Consumer Contracts Regulations.
Equipment ordered to your specification
The statutory cancellation right may not apply to equipment ordered or supplied to your specification or clearly personalised for your installation. This can include equipment ordered specifically for the requirements of your property or chosen system.
We will tell you where this applies. You may still have rights if the equipment is faulty, not as described, or not fit for its intended purpose. Any agreed refund may also be reduced by the reasonable cost of equipment already ordered specifically for you, where the law allows.
Deposits and advance payments
Any deposit or advance payment will be applied to the agreed installation and equipment costs.
If you cancel within a statutory cancellation period, any refund will be subject to:
- the proportionate value of work already carried out at your request;
- the lawful cost of equipment ordered to your specification; and
- any other deduction permitted by law.
A deposit will not be retained as a penalty. If we cancel the contract without a lawful reason to retain any part of it, we will refund the relevant amount.
Refunds
Where you are entitled to a refund, we will make it without undue delay and normally within 14 days of:
- the day we agree that a refund is due; or
- the day you provide evidence that equipment has been returned, where its return is required.
We will normally refund the original payment method, unless we agree another method with you. We will not charge a refund fee.
Where a cancellation concerns an installation that has already started, we may deduct the proportionate charge for work properly carried out before cancellation.
Faulty workmanship and installation problems
We will provide installation services with reasonable care and skill, as required by the Consumer Rights Act 2015.
If you believe that our workmanship is faulty, contact us promptly at admin@websterheatingsolutions.co.uk and explain the problem. We may ask for photographs or other information so that we can assess it.
Our first remedy will normally be to repair or repeat the affected installation work within a reasonable time and without significant inconvenience to you.
If repair or repeat performance is impossible, is not completed within a reasonable time, or causes significant inconvenience, you may be entitled to a price reduction or a refund. The amount of any refund or price reduction will reflect the circumstances and the work properly completed.
These rights do not affect any other statutory rights you may have.
Business customers
The statutory 14-day consumer cancellation right does not generally apply where the customer is acting wholly or mainly for business purposes. Business customers should contact us as soon as possible if they need to cancel.
Any cancellation, deposit, equipment and refund terms agreed with a business customer will be considered alongside the applicable contract and relevant law.
How to contact us
For cancellations, refunds or concerns about installation work, contact:
Gabriel Josef Webster trading as Webster Heating Solutions (trading as Webster Heating Solutions) Email: admin@websterheatingsolutions.co.uk
Please give as much information as possible, including your name, contact details, installation address, contract date and the reason for contacting us.
Privacy and website information
We handle personal information in accordance with the UK General Data Protection Regulation and the Data Protection Act 2018. Information supplied when you contact us about a cancellation, refund or installation may be used to administer your contract, deal with your request and meet legal obligations.
Our website hosting is provided by OVHcloud and our email services are provided by Migadu. We do not use personal information for electronic marketing unless permitted by the Privacy and Electronic Communications Regulations (PECR), including where any required consent has been obtained.
Any cookies or similar technologies used on the website will be handled in accordance with PECR and applicable data protection law. Where consent is required, we will request it before using non-essential cookies.
The Information Commissioner’s Office (ICO) is the supervisory authority for data protection matters in the United Kingdom.
Governing law
This policy and any dispute relating to our services are governed by the law of England and Wales. The courts of England and Wales will have jurisdiction, subject to any mandatory consumer rights that apply.