Last updated: 17 June 2026
This Refund Policy sets out when refunds are available for services booked through Flowline Builds. It applies to all payments made through Stripe via https://flowlinebuilds.co.uk and to deposits paid against bespoke quotations. My aim is to be fair, clear and consistent with consumer rights under UK law.
If you cancel a booking before any work or scheduled site visit has taken place and before any non-refundable materials have been ordered specifically for your project, you are entitled to a full refund of the amount paid. To request a pre-work refund, please email me as soon as possible.
If work has already begun when you cancel, I will refund any amount that exceeds the value of work already completed and materials already supplied. The value of work completed will be calculated fairly based on time spent, materials used and the proportion of the project completed.
You may reschedule a booking at no charge if you give me at least 48 hours' notice. Repeated short-notice cancellations or no-shows may incur a reasonable rescheduling charge to cover wasted time and travel; you will always be told about this before any charge applies.
Where materials or fittings have been ordered specifically for your project, the cost of those items is non-refundable once the order has been placed. I will tell you in advance when this applies and will pass any usable items to you so that you keep what has been paid for.
To be eligible for a refund you should make the request in writing, identify the booking clearly, explain the reason for the request and provide reasonable cooperation if I need additional information to process it.
Refund requests should be sent to flowlinebuilds@gmail.com. Please include your full name, the email address used for the booking, the date of the booking and a short explanation. I will acknowledge requests within two business days.
Approved refunds are processed back to the original payment method through Stripe. Depending on your card issuer, funds typically take five to ten business days to appear on your statement.
If you are not satisfied with a refund decision you are encouraged to use the Complaints Procedure. Your statutory rights under the Consumer Rights Act 2015 are not affected by this policy.
If I have to cancel work because of circumstances beyond my reasonable control (severe weather, illness, supplier failure, etc.) I will offer you the choice of rescheduling at no charge or receiving a full refund of any amount paid for work not yet carried out.
This policy may be updated from time to time. The version applicable to your booking is the version in force on the date you confirmed the booking.
All questions about refunds should be sent to flowlinebuilds@gmail.com or by post to 46 Moorfoot Street, Glasgow G32 6EH.
Flowline Builds