Last updated: 1 January 2026

How cancellations, rescheduling, partial completion and refunds are handled across every Stonebridge Builds service.

1. Overview

This Refund Policy sets out how cancellations, rescheduling and refunds are handled for services purchased from Stonebridge Builds, operated by Sabina Kaliraj as an independent sole trader. It applies to every service published on the website, whether booked through the online Stripe links or invoiced directly. It should be read alongside the Terms and Conditions and the Privacy Policy. Nothing in this policy is intended to limit any statutory right you have as a consumer that cannot lawfully be excluded.

2. Cancellation Requests By You

You may request to cancel a service or project at any time by emailing info@stonebridgebuilds.co.uk. The treatment of your cancellation request depends on the stage the project has reached.

Before any work has begun and within 14 days of booking. Where the booking is a remote consumer purchase covered by the Consumer Contracts Regulations 2013, you are entitled to a full refund, subject to clause 4 (services already performed during the cancellation period).
Before any work has begun and outside the 14-day period. You may cancel and I will refund the amount paid, less any reasonable costs already incurred in planning or preparation. I will provide a clear breakdown of any retained amount.
After work has begun. I will invoice for the work properly performed up to the date of cancellation, including any non-returnable materials already ordered. Any amount paid in excess of that figure will be refunded.

3. Cancellation By Me

In rare circumstances I may need to cancel a project — for example, where the property turns out on inspection to require work that falls outside my scope of competence, where access cannot be arranged on reasonable terms, or where a material breach of the Terms and Conditions occurs. Where I cancel, you will receive a full refund of any amount paid for work that has not been performed, with no deduction.

4. Services Performed During The Cancellation Period

If you have asked me to begin delivering a service within the 14-day cancellation period and the service is fully performed during that period, the statutory right to cancel may no longer apply. Where work has begun but is not complete, you may still cancel, and I may charge a reasonable amount for the work performed up to the point of cancellation.

5. Project Rescheduling

Rescheduling is handled by mutual agreement. The following principles apply:

Rescheduling requested 7 or more days before the agreed start date can usually be accommodated without charge, subject to availability.
Rescheduling requested fewer than 7 days before the agreed start date may incur a reasonable rescheduling fee to cover lost capacity, which will be confirmed in writing.
Rescheduling during an active project is handled case-by-case and may affect both the schedule and the price. Any impact will be confirmed in writing before changes take effect.
Where I need to reschedule for reasons within my control, I will offer the earliest reasonable alternative date without additional charge.

6. Partial Completion

Where a project is partially completed and is then cancelled or terminated, the position is as follows:

The value of the work properly performed up to the date of cancellation is payable.
The value of any materials already supplied or ordered that cannot reasonably be cancelled or returned is payable.
Any amount paid by you that exceeds the sum of those two figures will be refunded.
Any amount unpaid by you that is less than the sum of those two figures will be invoiced.

Where there is disagreement about the value of work performed, I will provide a written breakdown and we will work to resolve any difference fairly.

7. Refund Eligibility

Refunds are considered where:

You exercise a statutory right to cancel.
You cancel before any work has begun.
I cancel for reasons within my control.
A service is not delivered in accordance with its written description and the issue cannot reasonably be resolved.
Partial completion applies and a balance is due back to you.

Refunds are not considered where:

The service has been fully delivered in accordance with its written description.
The issue raised is a request for additional work outside the agreed scope. Such requests are treated as variations and quoted separately.
The issue raised relates to wear and tear, misuse, alteration by others, or matters outside my reasonable control after completion.
The request relates to a change of mind after the service has already been performed.

8. How To Request A Refund

To request a refund, email info@stonebridgebuilds.co.uk with the following information: the name and email address used at booking, the date of booking, the service concerned, the reason for the request and any relevant supporting information. I will acknowledge your request within 2 business days and aim to provide a substantive response within 10 business days.

9. Processing Times

Approved refunds are processed back to the original payment method. Where the original payment was made by card through Stripe, refunds typically appear in the customer’s account within 5 to 10 business days of being processed, although the exact time depends on the card issuer. Refunds for invoiced amounts paid by bank transfer are processed by bank transfer within 10 business days of approval.

10. Disputes

If you are dissatisfied with the outcome of a refund request, please raise the matter under the Complaints Procedure published on this website. The Complaints Procedure provides a structured route for escalation and final resolution.

11. No Subscriptions Or Recurring Charges

Stonebridge Builds does not operate subscription or recurring billing arrangements. Every transaction is a one-time payment for a defined project-based service. As a result, there are no recurring charges to cancel and no auto-renewal terms to manage.

12. Changes To This Policy

This policy may be updated from time to time. The version in force at the time you booked the service is the version that applies to your booking. The current version is always published on this website.

13. Contact

For any refund-related question, please email info@stonebridgebuilds.co.uk.