Payment and Refunds
How we agree prices, take payment and deal with cancellations and refunds.
This policy explains how orders for the services of verbmelo are confirmed and paid for, and how cancellations and refunds are handled. The prices of our services are published on this website; nothing is bought or paid for on the site itself.
How prices and orders are agreed
The prices of our services are those published on this website on the day of your enquiry. To order, write to us at [email protected] or call 01962 840317; we reply with a written confirmation of the service, its price and the date. The order becomes binding once you accept that confirmation, and the invoice follows.
Cancellation on our side
Should we be unable to keep an agreed date, we contact you without delay, explain the reason and propose another appointment at the earliest opportunity. If you prefer not to reschedule, we refund what you have paid for the part of the service that was not provided, in full and without any charge for the cancellation.
Refunds and part-completed work
We return money through the method used for the original payment, normally within 14 days of agreeing the refund with you. If that method is no longer available, we ask for your bank details at [email protected] and transfer the amount free of charge. Services provided in full are not refunded; for partly finished work we charge the completed part and return the rest.
Paying invoices
Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or instalments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.
Cancelling or moving an appointment
You can cancel or move an appointment free of charge up to 48 hours before the agreed time by calling 01962 840317 or writing to [email protected]. If you cancel later, or nobody is there when we arrive, we may charge for work already done and for costs we can no longer avoid, though we would rather find a new date.
Complaints and remedies
Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being finished, or by telephone on 01962 840317 before then. We reply within a few working days and agree with you how the matter will be put right, by reworking the service or by refunding part of the fee.
Cancelling a distance contract
Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to [email protected] within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.