Refunds
Refund Policy
Refunds are reviewed against the agreed scope, evidence, attendance record, work completed, materials purchased and the fair options available to put matters right.
Refunds are reviewed against the agreed scope, evidence, attendance record, work completed, materials purchased and the fair options available to put matters right.
Read this page together with the booking confirmation, agreed scope, quote, invoice and any written service notes issued by Perfect Living Services.
1. How refunds are assessed
Perfect Living reviews refund requests fairly, but a refund is not automatic because a customer changes their mind, expected more than the agreed scope, refuses inspection, provides incomplete information or is unhappy with a condition that existed before the work. We assess the booking record, quote, estimate, photos, messages, access notes, invoice, contractor feedback, customer evidence, completion status and any opportunity to correct the issue. Where a concern is about workmanship, cleaning standard or completion, we will usually consider inspection or reattendance before a refund. Where a concern is outside scope, caused by hidden defects, customer materials, third-party work, natural wear or customer damage, a refund may not be available.
2. When refunds may be available
A full or partial refund may be available where a duplicate payment was made, a booking was cancelled within an eligible cancellation period, we did not attend and no chargeable cost was incurred, the agreed service was not provided, a material error in billing occurred, or we agree that correction is not practical and a financial adjustment is the fairest outcome. A refund may also be considered where part of a quoted scope was not completed and no equivalent value was provided. For consumer customers, statutory rights are not affected. For commercial customers, refunds are assessed under the agreed contract, purchase order, account terms and these policies.
3. When refunds are not normally available
Refunds are not normally available for completed work that matches the agreed scope, deposits used to reserve time or purchase materials, emergency dispatch costs, call-out fees, no-access fees, waiting time, late cancellation charges, parking, ULEZ, congestion charge, tolls, special order materials, opened or fitted parts, customer supplied materials, third-party platform fees, work affected by undisclosed site conditions, or issues caused by misuse, lack of maintenance, condensation, building defects or third-party interference. Cleaning refunds may be refused where the property was in heavier condition than described, access time was reduced, utilities were unavailable, customers or contractors were still working in the property, or the customer did not allow reasonable inspection.
4. Deposits, materials and special orders
Deposits may be used to secure appointment time, cover administration, obtain materials, protect against late cancellation or reserve specialist capacity. A deposit may be non-refundable once time has been committed, a worker assigned, an appointment protected, materials purchased, survey time used or a cancellation deadline passed. Materials, parts, paint, fixtures, tiles, fittings, waste bags, specialist cleaning products and special orders are refundable only where they can reasonably be returned unused and without cost. Custom, opened, fitted, damaged, perishable, colour-matched, measured, special-order or non-returnable items are not normally refundable. Labour used to source or collect materials may also be chargeable.
5. Partially completed work and inspections
Where work is partially completed, we may calculate any refund by considering labour used, travel, materials, completed tasks, unavoidable costs, administration, access problems and the reason work stopped. If work stops because of customer instruction, unsafe conditions, hidden defects, missing materials, no permission, tenant refusal, commercial access restrictions or customer non-payment, the customer may still owe for time and costs. If a quality issue is reported, the customer must preserve evidence and allow reasonable access for inspection. If the customer instructs another contractor, changes the condition, disposes of evidence or refuses inspection, our ability to verify the issue is reduced and refund rights may be affected.
6. Processing and commercial accounts
Approved refunds are normally returned to the original payment method where practical. Timing depends on payment processors and banks. Refunds to commercial clients may be processed by credit note, account credit or invoice adjustment. Refunds connected to Bark, MyBuilder, card providers, booking systems or other platforms may be subject to those providers' payment rules. A refund does not automatically cancel related obligations such as payment for undisputed work, materials, access charges or separate invoices. Repeated refund abuse, chargebacks without first allowing review, or false claims may lead to refusal of future bookings and recovery action.
Send the booking reference, property address and the issue in writing.
Written communication gives both sides a clear record of the request, the agreed scope and any evidence needed for review.
