This policy outlines your rights and our procedures regarding cancellations, returns, and refunds when purchasing services from Serv Tel Ltd ("we", "us", "our").

This policy is designed to comply with the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your Right to Cancel (Cooling-Off Period)

If you purchase services online, by phone, or at a distance, you have the right to cancel your order within 14 days without giving a reason.

When the Cooling-Off Period Applies

• From the date your order is confirmed
• Applies to service plans, repairs booked remotely, and subscriptions

When the Cooling-Off Period Does Not Apply

Your right to cancel may be lost if:

• You have requested that services begin within the 14-day period
• The service has been fully completed
• You have expressly acknowledged that your cancellation rights will be affected

2. How to Cancel

To cancel your order, please contact us using the details below:

Email: info@servtel.co.uk
Phone: 03001 311275

Please include your:

• Full name
• Order number
• Details of the service you wish to cancel

3. Refunds for Cancelled Services

If you cancel within the 14-day cooling-off period:

• You will receive a full refund if no service has been provided
• If service has partially begun at your request, a proportionate charge may apply

Refunds will be processed within 14 days of receiving your cancellation request and will be issued using the original payment method only.

4. Repairs & Maintenance Services

a) Before Repair Work Begins

If you cancel a repair before work has started:

• A full refund will be issued

b) After Repair Work Has Begun

If repair work has already commenced:

• You may be charged for labour, diagnostics, and any parts already ordered or used
• Any completed work will be chargeable

c) Completed Repairs

Once a repair has been completed and returned to you:

• Refunds will not be provided unless the service was faulty or not carried out with reasonable care and skill

5. Faulty Repairs or Services

Under the Consumer Rights Act 2015, you are entitled to:

• Services carried out with reasonable care and skill
• A repair or repeat service if the original service was not satisfactory
• A partial or full refund where issues cannot be resolved

You must notify us promptly if you believe a repair or service is faulty.

6. Service Plans and Subscriptions

For ongoing service plans or subscriptions:

• You may cancel at any time unless a minimum term applies
• No refunds will be given for unused periods unless required by law
• Your service will remain active until the end of the current billing cycle

Any applicable notice periods will be outlined at the time of purchase.

7. Non-Refundable Situations

Refunds may not be provided in the following circumstances:

• Where services have been fully delivered
• Where faults arise from misuse, accidental damage, or unauthorised repairs
• Where incorrect or misleading information was provided
• Where cancellation occurs outside permitted timeframes

8. Device Collection and Return Costs

Where applicable:

• Collection or delivery charges may be non-refundable
• You may be responsible for return shipping costs unless the service is faulty

9. Processing Refunds

Refunds will:

• Be issued to the original payment method
• Be processed within 14 days of approval
• Exclude any non-refundable fees where disclosed

We reserve the right to verify refund requests before processing.

10. Changes to This Policy

We may update this policy from time to time. Any changes will be posted on this page with a revised date.

11. Contact Us

If you have any questions about cancellations or refunds, please contact:

Serv Tel Ltd
Email: info@servtel.co.uk
Phone: 03001 311275
Address: 17 Stonycroft Close, Enfield, EN3 7XW