Refund Policy — BLOA Maintenance Limited

Last Updated: 1 November 2024

At BLOA Maintenance Limited, we are committed to delivering exceptional quality in every project we undertake. We stand behind our workmanship and will always seek to resolve any concerns promptly and fairly. This Refund Policy sets out the circumstances in which refunds or remedial works may be provided.

1. Our Quality Commitment

All works carried out by BLOA Maintenance Limited are performed by qualified tradespeople using quality materials, in accordance with the specification agreed in your project contract. We operate a 12-month defects liability period from the date of practical completion during which we will address any workmanship defects at no additional charge.

2. Raising a Concern or Dispute

If you are dissatisfied with any aspect of our work, we ask that you contact us as soon as possible so that we have the opportunity to inspect the issue and agree a resolution. The process for raising a dispute is as follows:

Step 1 — Notify Us in Writing: Contact us by email at Bloamaintenanceltd@outlook.com or by post, describing the nature of the concern and, where possible, providing photographs.
Step 2 — Site Inspection: We will arrange a site visit within 5 working days of receiving your written notification to assess the matter directly.
Step 3 — Proposed Resolution: Within 10 working days of the site inspection, we will provide a written response setting out our proposed resolution, which may include remedial works, partial credit or, in appropriate cases, a refund.
Step 4 — Agreement: If you accept our proposed resolution, we will carry out any remedial works or process any agreed payment adjustment within an agreed timeframe.

3. Eligibility for Refund

Refunds (whether full, partial or by way of credit against future works) may be considered in the following circumstances:

Where works have been completed to a standard that falls materially below the specification agreed in the project contract and we are unable to remedy the defect to a satisfactory standard through remedial works.
Where we have failed to complete agreed works and the Client has paid for those works in advance.
Where works were not carried out in accordance with the agreed project specification and the Client has not requested or approved any variation.

The amount of any refund will be proportionate to the nature and extent of the issue identified. Refunds will not be provided in the following circumstances:

Where the Client has changed their mind about the specification, design choices or materials after works have commenced or been completed.
Where any defect or damage has been caused by the Client, a third party not engaged by BLOA Maintenance Limited, or fair wear and tear.
Where the Client has failed to maintain the works in accordance with any care instructions provided.
Where works have been interfered with or modified by the Client or a third party without our prior written consent.
Where the Client has not raised the concern within the 12-month defects liability period.

4. Deposit Refunds

Where a deposit has been paid and the project is subsequently cancelled, refunds of deposits will be handled in accordance with our Terms of Service (Section 4: Cancellation Policy).

5. Refund Processing

Where a refund has been agreed in writing, we will process the refund within 14 calendar days of the written agreement. Refunds will be made by bank transfer (BACS) to the account from which payment was originally made, unless otherwise agreed in writing.

6. Alternative Dispute Resolution

If we are unable to reach a mutually satisfactory resolution through our internal complaints process, you may seek independent dispute resolution through a relevant Alternative Dispute Resolution (ADR) body. We are happy to provide further guidance on appropriate ADR schemes upon request.

This policy does not affect any statutory rights you may have as a consumer under the Consumer Rights Act 2015 or other applicable UK legislation.

7. Contact Us

To raise a concern or dispute, please contact us at:
BLOA Maintenance Limited
55 Beech Avenue, Oldham, England, OL4 2EE
Email: Bloamaintenanceltd@outlook.com
Tel: +44 789 4618309
We aim to acknowledge all written complaints within 2 working days.