Legal

Refund and Cancellation Policy

How cancellations, rescheduling, refunds and maintenance plan changes are handled at Trubair.

Last updated: 1 October 2026

1. Overview

We want every customer to feel confident booking with Trubair. This policy explains how you can cancel or reschedule appointments, how refunds work and how maintenance plans are handled.

2. Rescheduling appointments

You can reschedule a booked visit free of charge by contacting us at least 12 hours before the confirmed arrival window. We will offer the next available slot that suits you.

3. Cancelling a service visit

More than 12 hours before the visit: no charge.
Less than 12 hours before the visit: we may charge a reasonable late-cancellation fee to cover scheduling costs.
Technician arrives and cannot access the site: the diagnostic or call-out fee may apply.

4. Diagnostic and call-out fees

Diagnostic fees cover the technician’s time, travel and testing equipment. Once a diagnosis has been carried out, the fee is non-refundable, even if you choose not to proceed with the recommended repair.

5. Installations and special-order parts

Installation bookings may require a deposit to reserve equipment and scheduling. If you cancel before equipment is ordered, the deposit is refunded in full. Once equipment or special-order parts have been purchased for your job, we will refund the deposit minus any non-returnable costs, which we will explain in writing.

6. Workmanship issues

If you are not satisfied with work we have carried out, please tell us within the 90-day workmanship guarantee period. We will inspect the issue and, where our workmanship is at fault, correct it at no additional labour cost. Where a correction is not possible, we will discuss a fair partial or full refund of the affected labour.

7. Maintenance plans

You may cancel a maintenance plan by giving written notice.
If no visits have been used, the plan fee is refunded in full within 14 days of purchase.
If visits have been used, we refund the unused portion after deducting the standard price of services already delivered.
Member discounts already applied to repairs are not reversed.

8. How refunds are paid

Approved refunds are made using the original payment method where possible, or by bank transfer. We aim to process refunds within 7 to 10 working days of approval.

9. Cancellations by Trubair

If we need to cancel or reschedule a visit due to illness, severe weather or circumstances beyond our control, we will contact you as early as possible and offer an alternative time. Any deposits for that visit remain fully refundable on request.

10. Contact

To cancel, reschedule or request a refund, please contact us:

Email: info@trubair.com
Phone: 01760-315934

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Questions?