Refund Policy

Last updated: 11 June 2026

This Refund Policy explains how ProTiling, operated by Madan Dhakal, handles cancellations and refunds in connection with our residential tiling services. It should be read together with our Terms of Service. Our aim is to be fair, clear and transparent at every stage of a project. Nothing in this policy affects your statutory rights as a consumer under UK law.

Because tiling is a bespoke service that involves planning, scheduling, the commitment of time, and in many cases the purchase of materials, the basis for any refund depends on the stage your project has reached when a cancellation is requested.

Pre-Project Cancellations

If you cancel before any work has been scheduled and before any materials have been ordered or purchased on your behalf, you are generally entitled to a full refund of any amount paid, less any non-recoverable third-party costs already incurred.

Where you have a statutory right to cancel under consumer protection legislation, such as the right to cancel certain contracts entered into at a distance within the relevant cooling-off period, those rights apply in addition to this policy. If you wish to cancel, please notify us as soon as possible by email so that we can process your request promptly.

Scheduling Cancellations

Once a project has been scheduled, we reserve time specifically for your installation and may decline other work for the same period. If you cancel or postpone a scheduled project, the following applies:

• With reasonable notice — where you provide reasonable advance notice before the scheduled start date, we will refund amounts paid, less any materials costs already incurred and any reasonable administrative costs.
• With short notice — where a cancellation is made at short notice before the scheduled start date, a portion of the amount paid may be retained to reflect the reserved time and any costs already incurred.
• On the day — where a cancellation occurs on the day work was due to begin, or where we are unable to access the property to carry out scheduled work, costs associated with the reserved time and attendance may be retained.

We will always act reasonably and will explain clearly any amounts retained.

Material Purchases

Where materials such as tiles, adhesives or grout have been ordered or purchased specifically for your project, the cost of those materials is generally non-refundable, particularly where items have been cut, used, or cannot be returned to the supplier.

Where materials can be returned to a supplier, any refund will reflect the amount actually recoverable, less any restocking charges or non-refundable delivery costs imposed by the supplier. Materials supplied by you remain your responsibility.

Partially Completed Work

If a project is cancelled after work has begun but before completion, you will be charged for the work carried out up to the point of cancellation, including labour performed and materials used or committed. Any amount paid that exceeds the value of the work completed and costs incurred will be refunded.

The value of partially completed work is assessed reasonably and proportionately, taking into account the stage reached, the labour involved and the materials consumed. We will provide a clear breakdown of any amounts charged or refunded.

Completed Installations

Once an installation has been completed and the final inspection has taken place, the work is considered delivered as agreed and is not eligible for a refund simply on the basis of a change of mind.

If, however, there is a genuine defect in our workmanship, we will first seek to put the matter right by returning to inspect and, where appropriate, remedy the issue, in line with our obligations and your statutory rights. Refunds in respect of completed work are considered only where remedial work is not a reasonable or appropriate solution.

Issues arising from materials supplied by you, fair wear and tear, misuse, or failure to follow reasonable care guidance are not eligible for refund.

Refund Processing Timelines

Where a refund is due, we will process it as promptly as reasonably possible. Refunds are normally issued using the same method of payment originally used, via our payment provider, Stripe.

Once a refund has been initiated, the time taken for the funds to appear in your account depends on your bank or card provider and is outside our control. This typically takes a number of business days. We will confirm by email when a refund has been processed.

Chargeback Prevention

We are committed to resolving any payment concerns directly and fairly. If you have a question or concern about a payment, a project, or a refund, please contact us first so that we can investigate and resolve the matter quickly.

Initiating a chargeback or payment dispute without first contacting us can delay resolution and may incur additional costs. We keep clear records of quotations, communications, agreed scope and completed work, which allow us to respond accurately to any payment query. We will always work with you in good faith to reach a fair outcome before any formal dispute is necessary.

How to Request a Refund or Cancellation

To request a cancellation or refund, please contact Madan Dhakal by email at madanprotiling@gmail.com, including your name, project details and the reason for your request. We will acknowledge your request, explain how this policy applies to your situation, and confirm any refund due.

Deposits

Where a deposit is taken to secure a booking or to cover the cost of materials, the deposit reflects our commitment to reserve time for your project and, where applicable, to order materials on your behalf. If you cancel, the refundable portion of any deposit will depend on the stage your project has reached and the costs already incurred, as described elsewhere in this policy. Any part of a deposit attributable to materials that have been ordered and cannot be returned is non-refundable.

Cancellations by Us

In the unlikely event that we need to cancel a project before completion for reasons within our control, we will refund any amounts you have paid for work not yet carried out and for materials not yet supplied to you. We will always give you as much notice as possible and will seek to agree alternative arrangements where you would prefer to reschedule rather than cancel.

Faulty or Defective Work

Your statutory rights as a consumer mean that services must be carried out with reasonable skill and care. If our work falls short of this standard, you are entitled to ask us to put it right. In most cases, the appropriate remedy is for us to return and remedy the defect. Where a repair or re-performance is not possible or appropriate, an adjustment to the price or a partial refund may be agreed. This applies to genuine defects in our workmanship and not to matters outside our control.

Fairness

We will always apply this policy reasonably and in good faith, taking into account the specific circumstances of your project. Our goal is to reach a fair outcome that reflects the work carried out, the costs incurred and your rights as a consumer.

Changes to This Policy

We may update this Refund Policy from time to time. The version in force at the time your quotation is accepted will apply to that project. The latest version is always available on this page.