REFUND POLICY

At PLUGNGO ELECTRICAL LTD, we aim to provide professional and reliable mobile electrical installation services to residential and commercial customers. Because our services involve scheduled work and may be performed specifically according to a customer’s requirements, refunds are handled according to the nature and stage of the service.

This Refund Policy should be read together with our Terms and Conditions and does not affect any statutory rights available to consumers under applicable UK law.

1. One-Time Service Purchases

All services purchased from PLUGNGO ELECTRICAL LTD are one-time purchases. We do not operate subscription plans, recurring billing arrangements, or automatic renewals.

A payment relates only to the specific electrical installation service agreed with the customer. Any future service must be separately requested and purchased.

2. Cancellation Before Service Commences

Customers who wish to cancel a service should contact us as soon as possible.

Where the service has not yet commenced, customers may be eligible for a refund, subject to applicable law and any specific costs already incurred in connection with the service.

Refund processing timeframe: Approved refunds will normally be processed within 3 business days after the refund has been confirmed.

The time required for the funds to appear in the customer’s account may depend on the customer’s bank or payment provider.

3. Cancellation After Service Has Commenced

If electrical installation work has already commenced at the customer’s request, the right to receive a full refund may be affected.

Where permitted by applicable law, we may deduct reasonable charges for work already completed, materials used or ordered, and other costs reasonably incurred before the cancellation.

Any refund due will be calculated based on the circumstances and the amount of work already performed.

4. Services Not Completed

If PLUGNGO ELECTRICAL LTD is unable to complete an agreed service for reasons attributable to us, we will discuss the situation with the customer and, where appropriate, arrange a reasonable solution.

Depending on the circumstances, this may include:

• Rescheduling the service
• Completing outstanding work at an alternative agreed appointment
• Providing a partial refund for an uncompleted portion of the service
• Providing a full refund where the service cannot reasonably be completed

Where a refund is approved, it will normally be processed within 3 business days.

5. Defective or Unsatisfactory Service

If a customer believes that an electrical installation service has not been carried out with reasonable care and skill, the customer should contact us promptly and provide details of the concern.

We may request relevant information or arrange an assessment of the work before determining the appropriate resolution.

Depending on the circumstances and applicable consumer rights, we may offer to:

• Correct or complete the affected work
• Re-perform the relevant service
• Provide an appropriate price reduction
• Provide another remedy required by applicable law

6. Customer-Related Issues

A refund may not be available for costs or delays caused by circumstances outside our responsibility, including:

• Incorrect or incomplete information supplied by the customer
• Lack of access to the property
• Unsafe or unsuitable working conditions
• Customer-supplied equipment that is defective or incompatible
• Changes to the requested work after the service has been agreed
• Additional work declined by the customer where it is necessary to complete the original installation safely

This does not affect any statutory rights that cannot legally be excluded.

7. Additional Work and Charges

Where additional work is requested or becomes necessary, we will normally explain the additional requirements and any associated costs before proceeding.

Additional charges will not be treated as part of the original service unless they were included in the agreed quotation or otherwise authorised by the customer.

8. Refund Request Process

To request a refund, please contact us using the details below and provide:

• Your full name
• Contact details
• Service or order information
• Date of the service or appointment
• Reason for the refund request
• Any relevant supporting information

We will review the request and may contact you if further information is required.

9. Refund Review Timeframe

We aim to review refund requests promptly.

Refund request review: normally within 3 business days of receiving the required information.

If additional investigation or assessment is necessary, the review may take longer. We will communicate with the customer where additional time is reasonably required.

10. Refund Processing Timeframe

Once a refund has been approved, we will normally process it within 3 business days.

Refunds will generally be issued to the original payment method used for the transaction unless otherwise agreed or required by law.

After the refund has been processed by us, the time required for the funds to appear in the customer’s account may depend on the relevant bank or payment service provider.

11. Statutory Consumer Rights

Nothing in this Refund Policy is intended to exclude, restrict, or replace any rights or remedies that consumers have under applicable UK consumer protection laws.

Where applicable, customers may have statutory rights relating to services that are not provided with reasonable care and skill, are not performed within a reasonable time, or otherwise fail to meet legal requirements.