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Cancellation Policy

Booking Policy – HIU Plumbing Repairs This Booking Policy applies to all bookings made via Wix or directly with HIU Plumbing Repairs. By booking, you agree to this policy and our Terms & Conditions. 1. Booking Fee All appointments require payment of £120 + VAT at booking. This secures your appointment and reserves engineer time. It reflects a genuine pre-estimate of loss including scheduling, travel planning, and loss of opportunity to allocate the slot elsewhere. The fee is deducted from your final invoice where work proceeds. 2. Confirmation Bookings are confirmed only once payment is received and written confirmation is issued by email or SMS. All bookings are subject to availability. 3. Appointment Times Appointments are allocated in windows: AM 08:00–12:00 / PM 13:00–17:00. Arrival times are estimates only and not guaranteed. 4. Access You must ensure safe access to the property and work area. If access is not provided within a reasonable time (typically 15 minutes), or is restricted, the visit may be treated as a no-access appointment and charged in line with our Terms, up to the booking fee, reflecting our reasonable losses. 5. Parking You must ensure lawful parking is available. We are not responsible for parking fines where suitable arrangements are not made. Any parking or access-related charges reasonably incurred may be added to your invoice. 6. Cancellations & Changes You may cancel or reschedule anytime. Cancellations or changes with less than 48 hours’ notice, or failed attendance due to no access, unsafe conditions, incorrect information, or lack of parking, may result in retention of the booking fee to cover reasonable losses (time, travel, scheduling, and lost work). If we cancel, you will receive a full refund. 7. Emergency Bookings Emergency or same-day bookings may be charged at a premium rate confirmed at booking. Once an engineer is dispatched (travel has started), the booking fee remains payable even if cancelled. 8. Information Accuracy You are responsible for ensuring all booking details are correct. We are not liable for delays or costs caused by incorrect or incomplete information. This policy works alongside our Terms & Conditions. Your statutory rights are not affected under UK law.

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