Refund & Cancellation Policy

Last updated: September 2026

1. Overview

Waltham Forest Loft & Property Services (operated by My Trusted Builder Ltd, Co. No. 15826076) provides loft conversions, dormer and rooflight installations, structural repairs, insulation upgrades, solar panel installations and electrical services. This policy outlines the terms under which deposits may be refunded and projects may be cancelled by either party.

2. Deposits and Initial Payments

Following an initial site assessment and written proposal, a deposit may be required to secure a booking slot and commence design or planning work. The deposit amount will be clearly stated in your written proposal and is typically calculated as a percentage of the total project value.

Refundable deposits: Deposits are refundable in full if:

  • You cancel within 14 days of paying the deposit (cooling-off period)
  • We are unable to obtain necessary planning permission or Building Regulations approval despite reasonable efforts
  • A party wall dispute cannot be resolved and makes the project unfeasible
  • Structural survey reveals conditions that make the proposed work unsafe or impractical

Non-refundable deposits: Deposits become non-refundable after the 14-day cooling-off period if you choose to cancel for reasons not attributable to us, as work may have already commenced on design, engineering calculations, or material procurement.

3. Cancellation by the Customer

You may cancel the project at any stage by providing written notice (email is acceptable). Cancellation fees apply as follows:

  • Within 14 days of deposit payment: Full refund of deposit, no cancellation fee
  • After 14 days but before scaffolding erection: Deposit is retained; you will be invoiced for any design work, surveys, or materials already procured
  • After scaffolding erection but before structural work begins: Deposit is retained; you will be invoiced for scaffolding costs and any materials ordered
  • After structural work has commenced: Deposit is retained; you will be invoiced for all work completed to date, including labour, materials, and any subcontractor costs incurred

To cancel, please email us at [email protected] with your name, address, and reason for cancellation.

4. Cancellation by the Company

My Trusted Builder Ltd reserves the right to cancel a project in the following circumstances:

  • Non-payment of invoices or deposits as agreed in the written proposal
  • Failure to provide necessary access to the property for surveys or work
  • Discovery of structural conditions, asbestos, or other hazards that make the work unsafe or commercially unviable
  • Failure to obtain planning permission or Building Regulations approval despite reasonable efforts
  • Breach of contract terms by the customer

If we cancel for reasons attributable to us (e.g., resource availability, commercial decision), you will receive a full refund of all monies paid to date.

If we cancel due to customer breach (e.g., non-payment, failure to provide access), you will be refunded any monies held minus costs for work already completed and materials procured.

5. Variations and Changes to Scope

Any changes to the agreed scope of work after the proposal has been accepted must be requested in writing. Variations may affect the project cost and timeline. We will provide a written variation order outlining any additional costs or delays before proceeding.

If a variation makes the project commercially unviable or technically unfeasible, we reserve the right to decline the change or cancel the contract under the terms in Section 4.

6. Refund Timeframes

Where a refund is due, it will be processed within 14 business days of:

  • The date we receive your written cancellation notice (for cooling-off cancellations)
  • The date a final account is agreed between both parties (for post-cooling-off cancellations)
  • The date we confirm cancellation under Section 4

Refunds will be issued via the same payment method used for the original transaction (bank transfer or cheque). Please allow up to 5 additional business days for the funds to appear in your account.

7. Dispute Resolution

If you have a dispute regarding a refund or cancellation, please contact us in writing at [email protected]. We will acknowledge your complaint within 5 business days and provide a full response within 14 business days.

If we cannot resolve the dispute directly, you may refer the matter to a relevant consumer protection scheme or seek independent legal advice.

8. Contact Us

If you have any questions about this Refund & Cancellation Policy, please contact us:

This policy applies to all services provided by Waltham Forest Loft & Property Services, including loft conversions, dormers, rooflights, repairs, insulation, solar panels, and electrical installations across E17, E10, E11, and E4 postcodes.

07458 148224 Contact Us