Refund Policy

1. Overview

At Hearthstone Builds, we strive to ensure that every homeowner is satisfied with their space transformation. This Refund Policy outlines the terms and conditions for refunds related to our residential construction services. Due to the bespoke nature of our work, including project planning and material procurement, our refund structure is based on the stage of the project at which a cancellation is requested.

2. Project Cancellation and Refunds

A. Pre-Scheduling Stage

If you choose to cancel your project after the initial consultation but before a property review has been conducted or any materials have been ordered, you are eligible for a full refund of any deposit paid, minus a £50 administrative fee to cover initial processing costs.

B. Planning and Review Stage

Once a property review has been conducted and a written project proposal has been delivered, a portion of the deposit (typically 25%) becomes non-refundable. This covers the professional time and architectural planning expertise invested in assessing your property and designing the solution.

C. Material Procurement

Once materials have been ordered or purchased for your specific project, the cost of these materials is strictly non-refundable. If the materials can be returned to the supplier, we will refund the amount we receive back from the supplier, minus any restocking fees and transport costs.

D. Construction Phase

If a project is cancelled once construction work has commenced, the customer is liable for:

• The full cost of all materials purchased or used.
• Labour costs for all hours worked up to the point of cancellation, billed at our standard project rates.
• Any costs associated with making the site safe and secure following cancellation.

E. Post-Completion

Following the completion review and your sign-off on the project, refunds are not provided. We are committed to rectifying any minor defects identified during the review phase as part of our professional service guarantee.

3. Refund Process

All refund requests must be submitted in writing to hearthstonebuildss@gmail.com. Approved refunds will be processed via the original payment method (Stripe) within 14 business days of approval. Please note that your bank or card issuer may take additional time to post the refund to your account.

4. Chargebacks and Payment Disputes

We encourage customers to contact us directly to resolve any concerns. Initiating a chargeback through your bank without first attempting to resolve the matter with Karun Koirala may result in the suspension of all current and future services and may be contested with documented proof of service delivery.

5. Termination of Services

Hearthstone Builds reserves the right to terminate a project at any stage if the site is deemed unsafe, if the customer fails to meet their responsibilities under our Terms of Service, or if project requirements change significantly. In such cases, a pro-rata refund for uncompleted work (minus material costs) will be issued.

6. Contact Information

For any questions regarding our refund policy, please contact:

Karun Koirala
Email: hearthstonebuildss@gmail.com