General Overview

This policy sets out the terms and conditions governing service cancellations, rescheduling, and refund requests for all plumbing, heating, and air conditioning services provided by IMPERIAL RIDE LIMITED. By booking and confirming a service, you acknowledge that you have read, understood, and agreed to all terms outlined in this policy.

All provisions comply with applicable local laws and industry best practices for residential on-site services.

Cancellation & Rescheduling Terms

Any cancellation or rescheduling request must be submitted via email or telephone with your full booking details. Fees and eligibility will be determined based on the notice period provided:

• Cancellation made 48 hours or more before the scheduled service: No fees apply.
• Cancellation made between 24–47 hours before the scheduled service: A reasonable administrative fee will apply.
• Cancellation made less than 24 hours before the scheduled service: Full service fee will be retained.
• Failure to appear or provide access without prior notice: Full service fee will be retained.

Partial Service Completion

If our technician arrives on-site and the service cannot be fully completed due to reasons outside our control, we will adjust the charge based on work completed. Any changes to the service scope will be agreed with you before further work is performed.

Eligible Refund Conditions

Refunds will be considered only in the following circumstances:

• We are unable to provide the booked service due to operational issues.
• The service is cancelled by us before any work begins.
• Valid cancellation is made with at least 48 hours’ notice.

All refund requests require valid booking information for verification.

Non‑Refundable Situations

Refunds will not be issued in the following cases:

• Service has been fully completed as agreed.
• Cancellation is made within 24 hours of the appointment.
• Access is denied after our technician arrives on-site.
• Issues arise from undisclosed pre-existing property conditions.

Refund Processing & Arrival Time

Once a valid refund request is approved, we will process the refund within 7 working days.

Approved refunds will be returned to the original payment method and will arrive in your account within 3–7 working days from processing. Delays may occur depending on the policies of your financial institution.

Record Retention

We retain records for compliance purposes:

• Cancellation and refund records: Retained for 7 years
• Booking and service records: Retained for 12 months

Policy Updates

We reserve the right to update this policy at any time. Revised terms will be posted on this page and take effect immediately upon publication.

Contact & Queries

For questions regarding cancellations or refunds, please contact us using the information provided at the top of this page. We will respond to enquiries within a reasonable timeframe.