Refund & Cancellation Policy

Cancellation More Than 24 Hours Before Appointment

Cancellation Less Than 24 Hours Before Appointment

This fee compensates the fitter for scheduling commitments and lost opportunity to accept alternative work. The same refund timeline and process apply as cancellations made more than 24 hours in advance.

Fitter Already On-Site

If the fitter has arrived at your property and work cannot proceed due to customer-related issues, a call-out charge applies.

Customer-related issues include:

• Property access denied or unavailable
• Insufficient materials provided by customer
• Undisclosed property conditions preventing work
• Customer unavailable despite confirmed appointment
• Safety hazards not disclosed during booking

Emergency Cancellations

If a fitter must cancel due to emergency circumstances (illness, vehicle breakdown, family emergency), FittasApp will:

Refund Options:

• Rebooking: Retain full payment amount for rescheduled appointment
• Full Refund: Request complete refund processed within 5–10 business days
• Wallet Credit (Business Users): Transfer amount to wallet with 5% bonus credit

Fitter No-Show

If an assigned fitter fails to arrive within 30 minutes of the scheduled time slot without notification:

Certain situations trigger automatic full refunds without customer action required:

Service Area Unavailable

If your postcode is incorrectly shown as available during booking but no fitters service your area:

• Full automatic refund processed immediately
• Email notification with apology and expansion notification signup
• No fees or charges applied

No Fitter Available

If no qualified fitter can be assigned for your scheduled date and time:

• Full automatic refund processed within 24 hours
• Alternative date options provided with priority booking
• £15 inconvenience credit applied to account

System Error Overcharge

If technical errors result in payment amount exceeding correct service price:

• Automatic detection and refund of overcharge
• Refund processed within 24–48 hours
• Email notification with corrected invoice

When Actual Area Is Less Than Estimated

During the on-site measurement verification phase, fitters measure all areas to confirm accuracy. If actual measurements are less than customer-provided estimates:

When Actual Area Exceeds Estimate

If actual measurements exceed customer estimates, additional payment is required:

Customer Rights:

• Review adjusted measurements before approving
• Request re-measurement if disputed
• Decline additional work and receive partial service with proportional refund
• Contact support for measurement verification

Insufficient Customer-Provided Materials

When customers provide flooring materials and fitter discovers insufficient quantity after arrival:

Partial Completion Option

Reschedule Option

• Postpone service until adequate materials obtained
• Pay rescheduling fee of £25 (covers fitter call-out)
• Retain remaining balance for rescheduled appointment

Material Quality Issues

If customer-provided materials are defective, damaged, or incompatible with installation:

• Fitter documents issues with photos via application
• FittasApp support team reviews evidence
• Customer notified of material issues
• Options provided: reschedule with replacement materials, cancel with 25% cancellation fee, or proceed with partial installation where materials are adequate

Dispute Resolution Process

Step 1: Immediate Communication (Day of Service)

Step 2: Formal Complaint (Within 48 Hours)

Step 3: Investigation (3–5 Business Days)

Step 4: Resolution — Possible outcomes:

• Fitter at Fault: Full or partial refund issued; fitter receives warning or suspension
• Customer Unreasonable Expectations: Education provided; no refund; guidance offered
• Miscommunication: Mediation facilitated; partial refund or fitter return for adjustments

Refund Amounts for Quality Issues

Escrow System

FittasApp uses a secure escrow payment system via Stripe:

Payment Authorization (At Booking)

• Card authorized for full amount when booking confirmed
• Funds reserved but not captured
• No charge appears on statement until work completion

Payment Capture (Upon Completion)

Tips are optional gratuities for exceptional service and are transferred 100% to fitters with no platform commission.

Tip Refund Eligibility — Tips are generally non-refundable with these exceptions:

• Technical error: Tip amount entered incorrectly due to app malfunction
• Duplicate tip: Tip accidentally processed multiple times
• Fraudulent activity: Unauthorized tip transaction

Eligible Refund Requests

• Account closure: Full wallet balance refunded
• Overload error: Accidental excessive top-up
• Inactivity: No bookings for 12+ months

Non-Refundable Wallet Amounts

• Cashback credits (promotional consideration, not customer funds)
• Bonus credits from promotions or compensations
• Amounts below £10 (processable only with full account closure)

Factors Affecting Timeline

• Bank processing speeds vary by institution
• International cards may take longer
• Weekends and bank holidays extend processing
• Credit card refunds appear faster than debit card refunds typically

Legitimate Chargeback Situations

• Fraudulent transaction: You did not authorize the payment
• Service not received: Fitter never arrived and no refund processed
• Non-responsive support: FittasApp failed to respond within 10 business days
• Incorrect charge amount: Charged more than authorized booking amount

Chargeback Costs — Unjustified chargebacks may result in:

• £15 chargeback processing fee charged to customer
• Account termination for fraudulent chargeback activity
• Report to credit agencies for significant fraud

In cases of extreme weather, natural disasters, public health emergencies, or government-mandated restrictions, automatic full refunds are issued:

• Government lockdown or restriction orders
• Extreme weather warnings preventing safe travel
• Natural disasters affecting service area
• Public transport strikes preventing fitter access
• Utility disruptions preventing work (no power, water)

Cashback-Funded Bookings

• Cashback portion: Non-refundable, returns to wallet upon cancellation
• Cash portion: Refundable per standard policy minus cancellation fee

Voucher-Funded Bookings

• Voucher value: Returns to account as new voucher with same expiry date
• Additional payment: Refundable per standard policy

Non-Refundable Circumstances

• Change of Mind: Customer decides they no longer want service after work completed
• Subjective Preferences: Customer dislikes colour / pattern / appearance of materials they provided
• Unrealistic Expectations: Customer expected results beyond scope of service booked
• Customer-Caused Delays: Customer unavailable, causing appointment to be missed (call-out charge applies)
• Post-Completion Damage: Damage occurring after work completion and customer certification
• Third-Party Issues: Problems with customer-purchased materials or pre-existing property conditions

Partial Service Completion

• Customer charged only for completed work based on actual area/time
• Proportional refund issued for uncompleted portions
• Customer may rebook for remaining work at discounted rate (waived booking fee)

How to Request a Refund

Via Customer Application

Via Customer Support

• Email: support@fittasapp.com
• Phone: +44 20 XXXX XXXX (Mon–Fri 8:00 AM – 6:00 PM, Sat 9:00 AM – 3:00 PM)
• Live Chat: Available in customer application during business hours

Required Information for Refund Requests

• Transaction ID or booking reference number
• Date of service or scheduled appointment
• Fitter name (if applicable)
• Detailed description of refund reason
• Supporting evidence (photos, measurements, communications)
• Preferred refund method (if multiple options available)

Response Timeline

• Initial acknowledgment: Within 4 hours during business hours
• Investigation completion: 3–5 business days for disputes, 24 hours for standard refunds
• Refund authorization: Within 24 hours of resolution decision
• Payment processing: 5–10 business days to original payment method

This Refund & Cancellation Policy is governed by the laws of England and Wales and complies with:

• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
• Payment Services Regulations 2017
• General Data Protection Regulation (GDPR)

Dispute Resolution

Limitation of Liability

FittasApp's total liability for refunds and compensation is limited to the transaction value of the specific booking in dispute. FittasApp is not liable for consequential damages, indirect losses, or damages beyond the service cost.

Policy Updates & Amendments

FittasApp reserves the right to update this Refund & Cancellation Policy at any time. Material changes will be communicated via:

• Email notification to registered users
• In-app notification banner
• Updated policy posted on FittasApp.com website

Policy updates are effective 30 days after notification. Existing bookings are governed by the policy in effect at booking time. New bookings are subject to the updated policy.