Refund Policy

1. Overview

UK Gas Plumbers facilitates payments between customers and independent subcontractors. This Refund Policy sets out the circumstances under which refunds may be issued for services booked through the platform.

2. Deposit Refunds

Deposits paid through the platform are subject to the following refund rules:

• Cancellation more than 48 hours before scheduled work: Full refund of the deposit, less any applicable administrative fee.
• Cancellation 24–48 hours before scheduled work: Up to 50% of the deposit may be retained to compensate the subcontractor.
• Cancellation less than 24 hours before scheduled work: The full deposit may be retained.
• No-show by the customer: No refund will be issued.

3. Service Complaints

If you are dissatisfied with the quality of work carried out by a subcontractor, you must raise a dispute through the platform within 7 days of the work being completed. Refund eligibility will be assessed on a case-by-case basis following the dispute resolution process outlined in our Dispute Handling Policy.

UK Gas Plumbers does not guarantee refunds for completed work. As an introduction platform, any agreement for services is between the customer and the subcontractor.

4. Subcontractor Cancellation

Where a subcontractor cancels an accepted booking:

• Any deposit paid will be refunded in full to the customer.
• UK Gas Plumbers will endeavour to find a replacement subcontractor but cannot guarantee this.

5. Platform-Initiated Cancellations

UK Gas Plumbers may cancel a booking where safety concerns, expired certifications, or fraudulent activity are identified. In such cases, any deposits will be refunded in full.

6. Chargeback and Payment Disputes

Customers who initiate a chargeback or payment reversal through their bank or card provider without first raising a dispute through the platform may have their account suspended. We encourage all payment concerns to be resolved through our internal dispute process before contacting your payment provider.

For full details, please refer to our Payment Terms.

7. Refund Processing

All 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.

8. Non-Refundable Fees

The following are non-refundable:

• Platform service fees and administrative charges.
• Fees for completed work where no dispute has been raised within the 7-day window.
• Any costs incurred by subcontractors for materials already purchased for the job, where the customer cancels after materials have been ordered.

9. Contact

For refund enquiries, please contact us through the platform's messaging system or email us at info@ukgasplumbers.co.uk.