Cancellation & Refund Policy
We understand that family plans and weather shift. We ask for fair notice so we can reallocate our travel schedule across the county.
- Free cancellation
- Notice given up to 24 hours prior
- Rescheduling
- At no charge prior to technician departure
- Refund time
- Within 5 business days
- Refund method
- Same way you paid
1. Cancellation window
Give us a quick ring or drop an email at least 24 hours before our planned arrival, and you owe nothing. If you cancel later than that, we may invoice only for bespoke pool supplies already purchased for your job as quoted.
2. Rescheduling
Rescheduling your pool appointment carries no fee. We will offer our earliest available appointment date within one working day.
3. Circumstances where a refund applies
You receive a complete refund if our team cancels, if we cannot carry out the agreed service, or if the resulting water quality fails the agreed spec and we cannot remedy it promptly.
- Full refund of any advance deposit if you cancel at least 24 hours before our scheduled arrival time.
- If we attend site and cannot gain access to the pool or plant room, a 45 pound call-out charge applies to cover travel and time.
- For plant room equipment orders cancelled after components have been dispatched, the supplier restocking fee will be deducted from your deposit.
4. Submitting a refund request
- Notify us by telephone or email at least 24 hours before your booking slot.
- State your property address and the scheduled visit date.
- Receive our written confirmation of cancellation or rescheduling.
5. Timeline
Any refundable deposits are returned directly to your bank account within 3 working days.
6. Questions about this policy
Email [email protected] or phone +44 121 417 0807 during Mon-Thu 09:30-17:30, Fri 09:30-15:45, Sat 09:15-15:15. We reply to every message within one business day.
- Merchant
- Stillwater Poolcraft Ltd.
- Registered address
- 65 Caroline Street, Birmingham, B3 1UF, United Kingdom
- [email protected]
- Phone
- +44 121 417 0807
- Working hours
- Mon-Thu 09:30-17:30, Fri 09:30-15:45, Sat 09:15-15:15
- Registration
- Company No. 03856329