Refund Policy

This Refund Policy explains the circumstances in which refunds and cancellations are available for project packages and services purchased from Northgate Construction. It is intended to be straightforward, fair and to supplement (not replace) your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("the Consumer Contracts Regulations").

1. The packages we offer

Each package purchased through our pricing page corresponds to a clearly defined scope of work which is then confirmed in a written quotation. The price shown is an indicative starting price; the binding price is the one in your written quotation. Payment indicates your acceptance of the scope.

2. The 14-day cooling-off period

Because contracts entered into via our website are concluded "at a distance" within the meaning of the Consumer Contracts Regulations, you generally have 14 calendar days from the day the contract is formed to cancel without giving any reason and receive a full refund.

If, however, you ask us to begin the works during the cooling-off period and the works are then completed before the 14 days expire, you lose the right to cancel under the Regulations. If the works are only partly completed when you cancel, we may charge for the work performed and the materials supplied up to the point of cancellation.

To exercise the cancellation right, please email taanimnorthgate@gmail.com with the subject line "Cancellation" stating your name, project reference, and a brief statement that you wish to cancel.

3. Cancellation before work begins

If you cancel a project in writing before any work has commenced and before project-specific materials have been ordered, you will receive a full refund of the amount paid, processed back to the original Stripe payment method within 14 days of our acknowledging the cancellation.

4. Cancellation after materials have been ordered

If specific materials have already been ordered or delivered for your project (for example, bespoke bricks, porcelain tiles, kerbs, lintels or aggregates produced or supplied to order), we will refund the amount paid less:

• The cost of any non-returnable materials supplied to order;
• Any restocking charge or supplier cancellation fee actually incurred;
• A reasonable administration fee covering quotation preparation, scheduling and supplier coordination, normally up to £75.

A written breakdown of any deductions will be provided.

5. Cancellation after work has begun

If work has already commenced when you cancel, we will refund the amount paid less the value of work performed and materials used up to that point, calculated reasonably and in good faith on a quantum-meruit basis. Where possible, partly used materials will be made available for you to retain.

6. Cancellation by us

We reserve the right to cancel a project at any time before work begins where (a) we discover the work is materially outside the scope described in the quotation; (b) site access is unsafe; (c) required consents have not been obtained; (d) we have been provided with materially misleading information; or (e) for other reasonable cause. In any such case, we will refund all sums paid that relate to work not performed and materials we are able to return.

7. Workmanship issues and faulty work

Under the Consumer Rights Act 2015, services must be performed with reasonable care and skill and materials supplied must be of satisfactory quality, fit for purpose and as described. If you believe the completed work falls short of the standard described in the written quotation or required by law:

1. Please contact us in writing within a reasonable time of discovering the issue (and ideally within 30 days of project completion).
2. We will arrange an inspection at a mutually convenient time, normally within 14 working days.
3. Where the issue is attributable to our workmanship or to materials we supplied, we will rectify it at no additional cost within a reasonable timeframe.
4. Where rectification is impossible or disproportionate, we will offer a price reduction or partial refund proportionate to the deficiency. This is in line with the remedies available under the Consumer Rights Act 2015.

Our workmanship guarantee remains in place for 12 months from project completion. Material defects covered by manufacturer warranties may have a longer duration.

8. Non-refundable items

The following items are non-refundable once provided:

• Site visit and assessment fees, once the visit has taken place — the service has already been delivered.
• Bespoke design fees or written reports already issued.
• Third-party fees (planning applications, dropped-kerb licence fees, soakaway testing) paid on your behalf.

9. How to request a refund

Email taanimnorthgate@gmail.com with the subject line "Refund request" and include:

• Your full name and project address;
• The Stripe payment reference or invoice number;
• The package or service purchased;
• A brief explanation of the reason for the request, with photographs if relevant.

We aim to acknowledge refund requests within 3 working days and to issue a substantive decision within 14 working days. Approved refunds are processed back to the original Stripe payment method and typically appear in your account within 5–10 business days depending on your card issuer.

10. Chargebacks

If you are concerned about a payment we ask that you contact us first to attempt to resolve the matter. Submitting a chargeback through your card issuer before we have had a reasonable opportunity to respond may delay resolution and incur fees we will seek to recover where the chargeback is unjustified.

11. Statutory rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection law. Free independent advice is available from Citizens Advice on 0808 223 1133 or at citizensadvice.org.uk.

12. Contact

Questions about this Refund Policy can be sent to taanimnorthgate@gmail.com or in writing to Northgate Construction, 78 Whitmore Road, United Kingdom.