Effective date: 1 October 2026. Last reviewed: 1 October 2026.
How cancellations, rescheduling, refunds and return visits work for cleaning, repair, care plans and installation.
We want you to be satisfied with every visit. Most concerns are best resolved by putting the work right rather than by a refund, so we will always offer to return and fix a problem first. Where a refund is appropriate, this policy explains how it works.
You can move a cleaning, repair or survey visit free of charge if you tell us at least 24 hours before the booked time. We will offer the next available date that suits you.
Cancellations made at least 24 hours before the visit are free. For cancellations made with less notice, or if our team cannot gain access at the agreed time, we may charge a call-out fee as stated on your quote. Any deposit paid for parts ordered specifically for your repair is refundable only if the parts can be returned to the supplier.
Windows, doors and glass are made to measure for your property and cannot usually be resold. You may cancel an installation order free of charge before we place the order with the manufacturer. After the order is placed, we may retain the costs already incurred for materials and manufacturing, and we will refund any remaining balance of your deposit. Your quote states when the order will be placed.
Care plans run for the period stated in your plan agreement. You may cancel a plan by giving us written notice. Visits already carried out are charged at the plan rate, and any payment for visits that have not taken place is refunded, less any amount stated in your agreement.
Please point out any issue during the final walk-round so we can correct it straight away. If you notice a problem after we have left, contact us with a description and photos. We will arrange a return visit to inspect, and if the issue is caused by our workmanship we will correct it at no charge. If we cannot put it right, we will discuss a fair partial or full refund for the affected work.
Refunds and free return visits do not apply to problems caused by weather, building movement, accidental damage, alterations made by others, or pre-existing defects that we pointed out before starting work.
Approved refunds are paid using the original payment method where possible, or another method agreed with you, normally within 14 working days of approval.
If you have a question about this policy, email service@windowmasterpro.com, call +880 1911 899 619 or +880 1713 878 344, or write to us at the address shown on our Contact page.
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