Last updated: 13 June 2026
This Refund Policy explains how CedarCraft Builds ("we", "us" or "our") handles cancellations, scheduling changes and refunds in relation to our outdoor timber construction services. It forms part of our Terms of Service and should be read alongside them. Our aim is to be fair, transparent and clear about what happens at each stage of a project. This policy does not affect your statutory rights as a consumer under UK law.
1. Our Approach to Refunds
We believe in clear, honest communication about money. Because our work involves planning, on-site assessment, the purchase of materials and skilled labour, the amount that can be refunded depends on how far a project has progressed at the point of cancellation. This policy sets out the principles we apply so that you know what to expect before you commit to a project.
2. Project Cancellations
You may request to cancel a project by contacting us in writing at Tmanika411@gmail.com as soon as possible. How a cancellation is handled depends on the stage the project has reached:
- Before work or material purchases begin: If you cancel after booking but before we have purchased materials, scheduled labour or carried out chargeable work, you are entitled to a refund of amounts paid, less any non-recoverable costs already incurred on your behalf and any consultation work already delivered.
- After planning or consultation has been delivered: Where a consultation, site assessment or written proposal has already been provided, the value of that work is non-refundable, as it represents a service that has been completed.
- After materials have been purchased: Where materials have been ordered or purchased specifically for your project, the cost of those materials is non-refundable, although where practical and where the materials are reusable, we will discuss reasonable options with you.
- After construction has begun: Where construction or installation has commenced, refunds are limited to amounts paid that exceed the value of work completed and materials supplied up to the point of cancellation.
3. Consultation Bookings
The Outdoor Project Consultation is a service that is delivered through our time, assessment and recommendations. Once a consultation has been carried out, it is non-refundable because the service has been provided. If you cancel a scheduled consultation with reasonable notice before it takes place, we will offer to reschedule or, where appropriate, refund the consultation fee.
4. Scheduling Changes
We understand that plans can change. If you need to change the scheduled date of a project, please contact us as early as possible and we will do our best to accommodate a new date that works for both parties. Reasonable rescheduling requests made with adequate notice will not normally incur a charge. However, where a change is requested at very short notice and we have already committed resources, allocated labour or incurred costs for the original date, we reserve the right to charge for those costs. If we need to change a scheduled date due to weather, material availability or other factors, we will inform you promptly and agree an alternative date with you at no additional cost.
5. Material Purchases
Materials such as timber, fixings and bespoke components are often ordered specifically for your project and may be cut or prepared to your requirements. Once materials have been purchased or prepared for your project, their cost is generally non-refundable. Where materials remain unused and are in resaleable condition, we will, at our discretion and where practical, seek to reduce the impact of any cancellation. Bespoke or custom-prepared materials cannot be returned and are non-refundable.
6. Partially Completed Work
If a project is cancelled after construction has begun, you will be charged for the work completed and the materials supplied up to the point of cancellation. Any amount you have paid that exceeds this value will be refunded. We will provide a clear breakdown of the work completed, the materials used and the resulting balance so that you can see exactly how any refund or outstanding amount has been calculated.
7. Completed Projects
Once a project has been completed and has passed the completion walkthrough, the full project price is due and payable, and the project is not eligible for a refund on the basis of cancellation. If, after completion, you believe that the work does not meet the agreed written specification, please raise this with us promptly. Where a genuine workmanship issue is identified that falls within the scope of the agreed specification, we will work with you to put it right. This is separate from a refund request and is addressed as part of our commitment to quality workmanship.
8. How Refunds Are Processed
Approved refunds are made using the original payment method wherever possible. Payments made through our payment provider, Stripe, are refunded back to the card or account used for the original transaction. Once a refund is approved, we will process it promptly, and the time it takes to appear in your account depends on your bank or card provider, typically within five to ten business days. We do not charge an administration fee for processing a legitimate refund.
9. Chargeback Prevention
We are committed to resolving any payment concerns directly and fairly. If you have a question or concern about a charge, please contact us first so that we can review the matter and respond. Raising a chargeback or payment dispute without first contacting us can delay resolution and may incur costs. We keep clear records of enquiries, written proposals, agreed scopes of work and completed work, and we will provide this documentation where necessary to support the fair and accurate resolution of any payment dispute. We will always seek to resolve concerns amicably and in good faith before any formal dispute process is required.
10. No Recurring Charges
CedarCraft Builds does not operate subscriptions, memberships or recurring billing. Every payment relates to a specific, one-time project, so there are no ongoing charges to cancel. If you ever see an unexpected charge, please contact us immediately and we will investigate.
11. Contacting Us About a Refund
To request a cancellation or refund, or to ask any question about this policy, please contact us in writing at Tmanika411@gmail.com or call +44 7345 251752. Please include your name, project details and the reason for your request so that we can respond as quickly and accurately as possible.
If you have any questions about this policy, please contact us at Tmanika411@gmail.com or call +44 7345 251752.