Refund Policy

This Refund Policy explains how UrbanNest Builds handles cancellations, refunds and scheduling changes for residential improvement projects booked through urbannestbuilds.co.uk or directly with Rohan Pudasiani. It is designed to be fair, transparent and consistent with your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This policy forms part of, and should be read alongside, our Terms of Service.

1. Overview

UrbanNest Builds delivers one-off residential improvement services. Refunds are processed back to the original payment method, normally via Stripe. We do not offer credit notes, store credit, or rolling discounts in place of refunds. We do not offer subscriptions or recurring billing — meaning there are no auto-renewals or recurring charges to cancel.

2. Cooling-off period for distance contracts

Where you book a service through our Website without having met us in person at your property, you have the right to cancel within 14 calendar days of placing your booking, without giving any reason. This is your statutory cooling-off period.

If you ask us to start delivering the service during the cooling-off period (for example, an urgent site visit or installation), you remain entitled to cancel within those 14 days but may be charged a fair amount for the work already performed and any non-recoverable costs incurred. If the service has been fully performed during the cooling-off period at your express request, the right to cancel is lost.

To exercise your right to cancel within the cooling-off period, please contact us in writing at urbannestbuilds@gmail.com stating your name, the booking reference (or date of booking) and that you wish to cancel.

3. Pre-project cancellations

Where you cancel before any on-site work has begun and outside the statutory cooling-off period, the following applies:

• If you cancel more than 14 calendar days before the agreed start date, your booking deposit or package fee will be refunded in full.
• If you cancel between 7 and 14 calendar days before the agreed start date, we may retain up to 20% of the agreed Project price to cover scheduling and administrative costs.
• If you cancel less than 7 calendar days before the agreed start date, we may retain up to 40% of the agreed Project price, plus any non-recoverable costs already committed (for example bespoke materials already ordered).

4. Scheduling changes

We understand that life happens. You may request a rescheduling of your agreed Project start date by contacting us as early as possible. The following guidelines apply:

• Rescheduling requests received more than 7 calendar days before the agreed start date will normally be accommodated at no extra cost, subject to availability.
• Rescheduling requests received within 7 days of the start date may incur a re-scheduling fee of up to 10% of the agreed Project price to cover lost calendar time and re-planning.
• If we need to reschedule your Project for reasons within our control, we will give you as much notice as possible and will not charge any rescheduling fee.

Where rescheduling is requested due to force majeure (severe illness, bereavement, extreme weather, or similar) we will work with you in good faith to find a workable alternative date without applying additional fees.

5. Material purchases

Where materials have been ordered specifically for your Project — such as bespoke timber, joinery components, paint colours mixed to order, or fittings ordered from third-party suppliers — those materials are generally non-refundable once ordered. We will, where possible, attempt to cancel or return materials to suppliers and credit you with any amount we are able to recover.

Standard stock materials that we are able to use on other Projects will not be charged to you in the event of cancellation.

6. Partially completed projects

Where work has commenced on site and you wish to cancel before the Project is fully completed, you will be charged for:

• The proportion of the Project that has been completed up to the point of cancellation;
• The full cost of any materials already installed, cut, finished, or that cannot reasonably be returned to suppliers;
• Any reasonable, non-recoverable third-party costs already committed (for example sub-contractor charges or delivery fees).

We will issue a clear, itemised statement showing the amounts charged, the amounts retained from your deposit, and any refund due to you. Refunds for partially completed projects are typically processed within 14 days of the cancellation being agreed in writing.

7. Completed projects

Once a Project has been delivered, the completion walkthrough has been conducted, and any snags noted on the day have been resolved (or you have used the completed Project for more than 14 days without raising defects), the Project is treated as complete and accepted.

For completed projects, refunds are not available simply on the basis of changed preference or aesthetic reconsideration. However, where the finished work is genuinely defective or not in line with the agreed Specification, you remain entitled to:

• Have the defect remedied at no additional charge under our 12-month workmanship warranty;
• Where remedial work is not possible or proportionate, an appropriate price reduction or partial refund;
• The remedies available to you under the Consumer Rights Act 2015.

8. Refund processing

Approved refunds are processed back to the original payment method (typically Stripe). Refund timelines depend on your bank or card issuer but are usually visible in your account within 5–10 business days of issuing. We do not retain card details and cannot refund to a different card or method without good reason.

Where partial refunds are due, we will normally process them within 14 calendar days of the cancellation being agreed in writing. Where additional reconciliation is required (for example to confirm supplier credits), processing may take up to 30 calendar days.

9. Chargeback prevention

If you are unhappy with any aspect of your Project, please contact us first at urbannestbuilds@gmail.com so we have the opportunity to investigate and resolve the issue. The vast majority of disputes can be resolved quickly and amicably through direct conversation.

Issuing a chargeback through your card issuer without first contacting us, or while we are actively working with you to resolve a dispute, can result in additional administrative charges being levied on us, may extend the resolution process by many weeks, and may be treated as a breach of these Terms.

Where a chargeback is filed in respect of a Project that has been completed in line with the agreed Specification, we will provide the card issuer with evidence of delivery — including the signed Specification, completion notes, photographs of the finished work and any communications relating to acceptance — and will robustly defend the claim. Successful defence of an invalid chargeback does not entitle the customer to any additional remedy.

10. Goodwill

In addition to your statutory and contractual rights, we may at our discretion offer a partial refund, credit, or remedial work as a goodwill gesture where we believe it is the right thing to do. Goodwill gestures are not an admission of liability and do not affect either party's rights under these Terms or under law.

11. How to request a refund

To request a refund, please contact us in writing at urbannestbuilds@gmail.com with the following information: your full name, the date of booking, the package or Project description, the reason for the refund request, and the original payment confirmation if available. We will acknowledge your request within 5 business days and aim to provide a substantive response within 14 calendar days.

12. Contact

For any question about this Refund Policy, please contact UrbanNest Builds at urbannestbuilds@gmail.com, by phone on +44 7344 063156, or in writing to 42 Boston Road, London, E6 3NH, United Kingdom.