Cancellation Policy
Last updated: March 2026
1. Customer Cancellations
Customers may cancel a job booking through the platform subject to the following conditions:
- More than 48 hours before scheduled work: Full refund of any deposit paid, less any applicable administrative fee.
- 24–48 hours before scheduled work: 50% of the deposit may be retained to compensate the subcontractor for lost opportunity.
- Less than 24 hours before scheduled work: The full deposit may be retained. Any additional costs incurred by the subcontractor (e.g. materials already purchased) may also be charged.
- No-show: Where a customer fails to provide access to the property at the agreed time without prior notice, the full deposit will be retained and a cancellation fee may apply.
2. Subcontractor Cancellations
Subcontractors may cancel an accepted job subject to the following:
- More than 48 hours before scheduled work: No penalty, provided reasonable notice is given through the platform.
- Less than 48 hours before scheduled work: A reliability warning will be recorded on the subcontractor's account.
- Repeated cancellations: May result in account suspension, reduced job visibility, or permanent removal from the platform.
UK Gas Plumbers will endeavour to find a replacement subcontractor where a cancellation occurs, but cannot guarantee this.
3. Emergency Cancellations
In cases of genuine emergency (medical, family, or safety-related), both customers and subcontractors may request a cancellation without penalty. UK Gas Plumbers reserves the right to request evidence of the emergency and will review each case on its merits.
4. Platform-Initiated Cancellations
UK Gas Plumbers reserves the right to cancel a booking where:
- A safety concern has been identified.
- A subcontractor's insurance or certification has expired.
- Fraudulent or suspicious activity is detected.
- A force majeure event prevents the work from proceeding.
In such cases, any deposits will be fully refunded to the customer.
5. Refund Processing
Refunds are processed through the original payment method via Stripe. Please allow 5–10 business days for the refund to appear in your account. UK Gas Plumbers is not responsible for delays caused by your bank or payment provider.
6. Rescheduling
Both parties may request a reschedule through the platform's reschedule request system as an alternative to cancellation. Rescheduling is subject to mutual agreement and does not incur cancellation fees.