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Refund
&
Cancellation Policy

1. Cooling-Off Period (Consumers Only)

If you're a domestic (consumer) customer, you have the right to cancel your service within 14 calendar days of entering into the contract—without penalty and for any reason—according to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If you cancel within this window and no service has yet been performed, we will issue a full refund to your original payment method—promptly, and no later than 14 days after your cancellation notice.

However, if you request early commencement of services within that cooling-off period and AW Hunter begins work, your right to cancel is automatically forfeited once those services are completed.

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2. Cancellation by the Customer (Beyond Cooling-Off Period)

  • To receive a full refund, cancellation must be made at least 2 working days before the scheduled appointment.

  • If you cancel less than 2 working days before the appointment or fail to provide adequate notice, a cancellation fee equivalent to 50% of the quoted treatment cost will apply. This covers administrative and preparatory costs.

  • If our technician arrives and the service cannot proceed—due to reasons such as no access, failure to meet pre-visit requirements, or incorrect information—you will be charged a standard call-out fee (i.e. £70), and no further refund will be issued.

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3. Cancellation by AW Hunter

If AW Hunter is unable to attend your appointment due to unforeseen circumstances (e.g. staff absence, travel issues) and cannot reschedule within 10 working days, you will receive a full refund for the unattended appointment.

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4. Partially Completed or Interrupted Services

If treatment begins but cannot be completed due to factors beyond our control (e.g. inadequate access, misleading scope), a partial refund may be offered, calculated based on the uncompleted portion of service—subject to mutual agreement.

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5. Refund Processing

Refunds are made using the same method as your original payment. Once processed by AW Hunter, please allow up to 5 working days for the funds to appear in your account—depending on your bank’s processing times.

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6. Exceptional Cases & Appeals

If you believe you’re entitled to a refund under exceptional circumstances (e.g. material breach of contract by AW Hunter), please reach out to us in writing. We review such requests individually and with fairness.

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