Payment and Refunds

This policy explains how orders for the services of entrelux are confirmed and paid for, and how cancellations and refunds are handled. The prices of our services are published on this website; nothing is bought or paid for on the site itself.

How prices and orders are agreed

The prices of our services are those published on this website on the day of your enquiry. To order, write to us at [email protected] or call 01792 410 386; we reply with a written confirmation of the service, its price and the date. The order becomes binding once you accept that confirmation, and the invoice follows.

Complaints and remedies

Complaints about the quality of a service should reach us at [email protected] within 14 days of the work being completed, and can also be raised beforehand by telephone at 01792 410 386. We respond within a few working days and agree with you how the matter is to be put right, by reworking the service or by refunding part of the fee.

Payment terms

Unless agreed otherwise, payment is due 14 days after we send the invoice by email, using one of the methods named on it. Advance payments or instalments, where agreed, are set out in the quotation with their amounts and dates. Open invoices are followed up with a written reminder, and interest may be charged where the law allows it.

Refunds and part-completed work

Refunds are made to the original payment method within 14 days of being agreed; if that method can no longer be used, we transfer the amount to a bank account you confirm to us in writing at [email protected], without any fee. A service carried out as agreed is not refunded, and for work only partly done we refund the part not provided, less material or third-party costs agreed with you in advance.

Right to cancel

Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to [email protected] within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.