Cancelling EPHG Limited

What happens when I cancel an emergency call out with EPHG Limited

Before booking an emergency with EPHG Limited, you automatically agree with the terms explained in clause 1 of the terms by clauses.

Before making a booking, all our adverts mention our terms that lead to our description plus price plan at the description plus price plan so this means by the time you've called us, it is reasonable to expect you already know the costs as we're fully web pliant.

As the consumer law explains that all sellers when selling a product, it must be reasonable and that the client must acknowledge the cost before paying for the product.

With EPHG Limited being an emergency service, the only way to become web pliant is to allocate the price plan within the terms so then it becomes the client's responsibility to acknowledge the costs before buying the product.

As the call out fee is paid for as a deposit, the use of the product being the call out starts from the time the payment is made as deemed reasonable by law as the service starts immediately, however, EPHG Limited has taken it up upon themselves to give the client at least 5 minutes to cancel just in case the payment has been paid in error and a full refund is then made.

If a payment is then made in error, this is the only time the company will lose out due to transaction fees and the time used up by EPHG Limited which can be about 20 minutes of their time refunding, filling in invoices and up to additional 5 minutes in trying to organise the contractor to visit the property in an emergency. As we don't get many of these cancellations within 5 minutes then there's not too much loss to the company.

If a cancellation is made within 10 minutes, we feel that not too much of the service has been given and therefor we're happy to make a refund of 50%.

In some cases, a client could make a call to cancel and what we do before completing the cancellation is to request a cancellation by text before contacting the contractor. If we receive a text 2 minutes over your cancellation time, we then minus the 2 minutes and deem this fair.

In some case we may contact the contractor to make them aware of a cancellation may be made and at no point should the client contact the contractor to explain they would like to cancel as then the client is not following the cancellation procedures.

As soon as a cancellation text is sent to EPHG Limited, the cancellation is then made and the contractor will be made aware depending on if EPHG Limited is able to get in contact with them.

The only time that the contractor will then turn up is because EPHG Limited is unable to get in contact with the contractor, however, you do not have to worry about paying him the minimum of one hours labour.

I wasn't explained the rates over the phone correctly

Please note, as stated in consumer law, we have done everything correctly in doing, how best in making sure you know the rates even before you call. We only find it courtesy to explain them over the phone again and in some circumstance you may not hear us due to phone signal, noise in the background or for any other reason and our staff are fully trained to explain the rates very clear.

I didnt agree to any terms and also didnt know your price plan

Please note, if you didn't acknowledge the price plan, then that's not our fault as we've done everything possible to make sure we follow the consumer law and we made our rates very clear.

Where ever you've read the terms or not, there is no way of us knowing this and can only presume you have read them due to the type of service we are giving.

So what are the staff trained to do over the phone

The staff is trained to listen and to help answer any questions, even though the client should know the costs before calling our company, the staff is trained to explain the rates as soon as possible and in most cases the is done within 1 minutes of the first call.

A typical call would be to ask the client the job postcode, explain the rates, ask job information, complete a booking and get a contractor out as quick as possible unless the work is non emergency basis.

After EPHG Limited have completed the booking and have sent the contractor the details, we then send a text out of 9 out of 10 clients to remind them of their terms and what they have agreed to including the contrator's name, contact number including any relevant links. At no point is the text classed as the booking time and is only set as a reminder.

I dont think I've been treated fairly

If at any point you think that we've been unfair, we are always open to listen in to what you've got to say, which only Martin Smith can deal with in the HR and complaints department.

By sending an email to martin@ephg.limited and explaining your situation, if Martin Smith feels that we're in the wrong, Martin Smith can override the terms set out and make an offer which could be anything up to a full refund.