Cancellation Policy

Effective Date: 25th July 2025

At Grout Doctor Somerset, we aim to provide high-quality service and flexibility. This policy outlines your rights and responsibilities regarding cancellations and refunds.

Cancellations

  • By the Client:
    Please provide at least 48 hours’ notice if you wish to cancel or reschedule your appointment. Cancellations made with less than 48 hours’ notice may incur a £50 cancellation fee.

  • By Us:
    In the rare event we need to cancel or reschedule, we will provide as much notice as possible and offer an alternative appointment at your convenience.

Refunds

  • Deposits:
    If a deposit has been paid and the service is cancelled more than 48 hours in advance, a full refund will be issued. If cancelled within 48 hours, £50 of the deposit may be retained to cover costs.

  • Service Dissatisfaction:
    If you are not satisfied with the results, please contact us within 48 hours of service completion. We will review your concerns and may offer a remedy such as a re-service or partial refund at our discretion.

Complaints Procedure

Effective Date: 25th July 2025

We take customer satisfaction seriously at Grout Doctor Somerset. If something goes wrong, we want to put it right as quickly and fairly as possible.

How to Make a Complaint

You can raise your complaint by:

What to Include

To help us resolve your complaint efficiently, please include:

  • Your full name and contact details

  • Date and location of service

  • Description of the issue

  • Any supporting photos, if relevant

What Happens Next

  1. Acknowledgement: We aim to acknowledge your complaint within 2 working days.

  2. Investigation: We will investigate and provide a response within 5–7 working days.

  3. Resolution: We will explain our findings and offer an appropriate remedy, which may include a re-service, refund, or apology.

If you're not satisfied with our final response, we will advise you of further steps you can take, including referring to a third-party mediation service if appropriate.