This policy describes how elupho handles payments, cancellations and refunds for the services it provides in and around Shrewsbury. It applies to every order agreed with us by telephone, email or in person.
How prices and orders are agreed
An order starts with your enquiry by telephone or email. We confirm the service and its price in writing on the basis of the prices published on this website, and the agreement takes effect when you accept that confirmation. If the scope changes while the work is running, any change in price is agreed with you first.
Paying invoices
Invoices are payable within 14 days of the invoice date unless a different term is agreed in writing, and we accept bank transfer as well as the other methods stated on the invoice. For larger jobs an advance payment or payment in instalments may be agreed and recorded in the quotation. Overdue invoices are followed up with a reminder.
Cancelling or moving an appointment
You may cancel or reschedule a booked service up to two working days in advance at no cost, by telephone at 01743 358216 or by email at hello@elupho.com. If you cancel later than that, or if we cannot reach you at the agreed time, we may charge for work already performed and for expenses that can no longer be recovered, though we would rather offer you another appointment.
If we cannot keep an appointment
If we have to cancel or postpone an appointment, for example because of illness, a delay on an earlier job or circumstances outside our control, we tell you as soon as we can and offer a new date at the earliest opportunity. Where no alternative date suits you, any amount already paid for that service is refunded in full.
How a refund is made
Refunds are paid to the original payment method within 14 days of the refund being agreed; where that method can no longer be used, we transfer the amount to a bank account you confirm to us in writing at hello@elupho.com. We deduct no processing fee. Where a service was carried out as agreed, its fee is not refunded, and for partly completed work we refund what was not provided, less any material or third-party costs agreed with you beforehand.
Complaints about our work
Complaints about the quality of a service should reach us at hello@elupho.com within 14 days of the work being completed, and can also be raised beforehand by telephone at 01743 358216. We respond within a few working days and agree with you how the matter is to be put right, by reworking the service or by refunding part of the fee.
Cancelling a distance contract
Where the Consumer Contracts Regulations 2013 give you a right to cancel a contract agreed by telephone, by email or online, that right applies in addition to this policy. Written notice to hello@elupho.com within the statutory period is enough, and any work you expressly asked us to begin before withdrawing is then settled separately.