Refund Policy

Last updated: 14 June 2026

Introduction

This Refund Policy explains when and how refunds are provided for services booked with SummitStone Works, operated by Sadiq Bhandari of 544 Manor Street, London, E12 6QN. It forms part of our Terms of Service and should be read alongside them. Nothing in this policy affects your statutory rights as a consumer under UK law.

Because our services are residential construction projects involving planning, materials, and skilled labour, the way refunds work depends on the stage your project has reached. The sections below set this out clearly.

Your Statutory Cancellation Rights

Where you book a service as a consumer at a distance (for example, online) you may have a statutory right to cancel within a 14-day cooling-off period. However, if you ask us to begin work during that period, you may be required to pay for the work carried out up to the point of cancellation. If a service is fully performed during the cooling-off period with your agreement, the right to cancel may be lost. We will always make these implications clear before starting work at your request.

Project Cancellations

If you wish to cancel a booked project, please notify us in writing as soon as possible by email. The amount refundable depends on what has already taken place:

• If you cancel before any work, planning, or material ordering has begun, you are entitled to a refund of amounts paid, less any non-refundable transaction fees where applicable.
• If you cancel after planning work or a site review has been carried out, the value of that work may be deducted from your refund.
• If you cancel after materials have been ordered specifically for your project, the cost of those materials may be deducted where they cannot be returned or reused.

Deposits

For larger or bespoke projects, a deposit may be required to secure your booking and to cover initial planning and the ordering of materials. Where a deposit has been paid and you cancel before work begins, the portion of the deposit that relates to costs we have already committed to on your behalf — such as bespoke materials or planning time already carried out — may be non-refundable. Any part of the deposit that has not yet been committed will be returned to you. We will always explain clearly what a deposit covers before you pay it.

Cancellations by Us

In the unlikely event that we have to cancel a confirmed project — for example, because we are unable to carry out the work safely or to the required standard, or because of circumstances beyond our reasonable control — we will tell you as soon as possible. Where we cancel and no work has been carried out, you will receive a full refund of the amounts you have paid. Where some work has been completed, you will be refunded the balance above the value of the work and materials properly supplied.

Scheduling Changes

If you need to change the scheduled dates for your project, please contact us as early as possible and we will do our best to accommodate you. Reasonable rescheduling at your request does not normally affect your right to the service you have paid for.

Repeated cancellations of scheduled appointments, or a failure to provide access at agreed times, may result in additional costs to cover wasted labour, materials, or travel, which may be deducted from any refund or invoiced separately.

Material Purchases

Natural stone and masonry materials are frequently ordered to specification for an individual project. Once such materials have been ordered or supplied, they are generally non-refundable, as they cannot be returned to suppliers or reused on other projects. Where materials can be returned, any supplier restocking charges or non-refundable costs will be passed on and deducted from your refund.

Partially Completed Work

If a project is cancelled or cannot be completed after work has started, you will be charged for the work properly carried out up to that point, including labour and materials used. Any balance of pre-paid amounts above the value of the work and materials supplied will be refunded to you. We will provide a clear breakdown so you can see how the figure has been calculated.

Completed Projects

Once a project has been completed and the final walkthrough has taken place, the service has been fully delivered and is not refundable on the basis of a change of mind. This does not affect your right to have genuine defects in our workmanship put right.

If you believe there is a defect in the completed work, please contact us promptly. Where a genuine workmanship defect is confirmed, we will rectify it within a reasonable time at no additional charge, in line with our Terms of Service, rather than providing a cash refund.

Refund Processing

Approved refunds are made using the same payment method used for the original transaction wherever possible. We aim to process refunds promptly, and you should normally see the funds returned within a reasonable number of working days, subject to the processing times of your bank or card issuer and our payment provider.

We will confirm in writing the amount being refunded and the reason for any deductions. If you have any questions about a refund, please contact us and we will explain the calculation.

Chargeback Prevention

We are committed to transparent pricing and clear communication so that you always understand what you are paying for before work begins. If you have any concern about a charge, we ask that you contact us first so we can resolve it directly and quickly.

Initiating a chargeback or payment dispute without first contacting us may delay resolution, as the matter then has to be handled through the payment provider’s formal process. Where a chargeback is raised in respect of services that have been properly delivered or work that has been carried out, we will provide the relevant written specification, correspondence, and completion records to the payment provider to support a fair outcome. This policy does not limit your genuine right to dispute an incorrect or fraudulent charge.

Our Approach to Fairness

We aim to treat every customer fairly and reasonably. Refund decisions are based on the stage your project has reached, the costs we have genuinely incurred, and your statutory rights as a consumer. If you feel a refund decision is unfair, please raise it with us through our Complaints Policy and we will review the matter carefully and explain our reasoning in writing. Our goal is always to reach an outcome that is fair to you and sustainable for the business.

How to Request a Refund

To request a refund or discuss any of the above, please contact us in writing:

SummitStone Works
Operated by Sadiq Bhandari
544 Manor Street, London, E12 6QN
Email: summitstoneworkss@gmail.com
Phone: +44 7570 732444

Please include your name, the package or project concerned, the date of booking, and the reason for your request so we can respond quickly.