Welcome to our cancellation page, where we explain everything about your cancellation
If you’ve made a booking with EPHG and would like to cancel, you should understand, due to the cancellation policy that you agreed too, you will loose your call-out fee deposit.
The deposit is non refundable as explained in the terms by clauses, clause 3.2, knowing that the deposit is paid upon the booking and is non-refundable, subject to provision clause 6.2, that only a non emergency call-out can be cancelled as our service is under the legislation ‘urgent repairs and maintenance’ only unless mentioned otherwise, you understand under the consumer protection 2013 No.3134 following the link here 'www.legislation.gov.uk/uksi/2013/3134/pdfs/uksi_20133134_en.pdf' Part 3, Right to cancel, clause 28, Limits of application: circumstances excluding cancellation (e) contracts, where the consumer has specifically requested a visit from the trader for the purpose of carrying out urgent repairs and maintenance.
HOW TO MAKE A CANCELLATION
To cancel the emergency call-out, you will need to call us on 07720247247, and ask to speak to a member of staff who will send you a cancellation text to your mobile, as part of the cancellation process.
What Happens if nobody answers the phone
Step one, if for some reason, nobody answers, send a text by replying to the confirmation text we sent you, as you need to be showing that you've done everything possible to proof you've been trying to cancel.
Step two, if you don't receive an immediate reply and you've had a second text with the engineer on route text, please send the assigned contractor a text as we may not be able to get hold of him in time of the contractor turning up at your property.
Step three, any further concerns, you can send an email to the GDPR officer to the following email address martin@ephg.limited.
After taking all 3 steps, it shows that you’ve done everything you can to make the cancellation, knowing that the staff member who sent you a text, could be off shift and at least you’ve made the head of the company aware of your cancellation, so that we can try to update the current staff on shift.
Will I be entitled to any type of refund?
The most likely answer to this is 'no', subject to legislation in making a booking under urgent repairs and maintenance in our terms.
Our company may have lost time and costs, when we could've been making a booking with someone else.
Once the booking is made, as part of the companies contract to the employee, the company is legaly obliged to pay the staff member.
Our contractor may also be entitled to an inconvenience fee, that is agreed between EPHG and the assigned contractor.
Even though our client's are not entitled to any refunds, a goodwill could be made if our client cancels in a very short period of time, however, this is only under the discretion of EPHG.
A variation request could be asked for, and as a veriation is hard to determined without having to wait 30 days, we may be able to estimate a goodwill gesture and offer an amount of refund.
If you have an entitlement, for some reason we have broken our contract with you or we find you're entitled to a refund regardless, a refund can then be offered.
An entitlement could be for example, the contractor not being able to get to you within the agreed time of 2 hours, alternatively, if the agreed time is outside the 2 hours, then within the 2 hours would not apply.
Here is a reminder to your confirmation page from your confirmation text and a link to the complaints page if you feel you would like to make a complaint
