Refund & Cancellation Policy

Last updated · August 2026

OREA Properties Ltd · registered in England & Wales, company no. 17367120 · correspondence address: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ.

We understand that circumstances can change. This policy treats customers fairly while protecting OREA Properties Ltd against costs already incurred for labour, materials, design work and project preparation. It sits alongside your individual project agreement — where the two differ, your written project agreement takes precedence.

1. Free consultations

Discovery consultations booked through our online calendar are free and no payment is taken. You may reschedule or cancel a booked consultation at any time before it takes place, free of charge, using the link in your confirmation email or by emailing us.

2. Your statutory rights

Nothing in this policy affects your statutory rights. Customers who enter into a contract online, by telephone or at their property will normally have a 14-day cancellation period, subject to the Consumer Contracts Regulations 2013 and any applicable exceptions.

3. Cancelling within 48 hours

If you cancel within 48 hours of accepting your quotation or paying your deposit, and we have not started any work or ordered any materials, all payments received will be refunded. No payment-processing charge will be deducted where you are exercising a statutory cancellation right.

4. Written cancellation notice

All cancellation requests must be submitted clearly in writing to hello@oreaproperties.co.uk or support@oreaproperties.co.uk, including:

Your full name
Property address
Quotation or invoice number
Project description
Date of cancellation
The reason for cancelling

We ask you to explain your reason so we can understand the circumstances and respond appropriately — though a reason is not compulsory when exercising a statutory right to cancel. Cancellation becomes effective when we receive your written notice.

5. Booking deposits

Standard payment schedule: a 50% deposit is required to confirm the booking and enable approved materials to be ordered. Unless the accepted quotation expressly sets out staged or milestone payments, the remaining 50% is payable upon practical completion of the agreed works and issue of the final invoice. Any customer-approved variations or additional work will be confirmed in writing and charged separately.

Our primary payment method is direct bank transfer, sent with your approved invoice — funds clear the same day, letting us proceed with materials without delay. For 3D Design & Visualisation services only, we also offer secure card payment via Stripe. See our Payments page.

For a project scheduled well in advance, OREA may agree a smaller holding deposit followed by a further deposit closer to the start or material-ordering date; the accepted quotation will state the exact schedule.

6. Materials already ordered

If materials have already been ordered, the entire deposit will not automatically become non-refundable. We may deduct genuine costs that cannot reasonably be recovered, including:

Bespoke or made-to-measure materials
Non-returnable materials
Supplier cancellation or restocking charges
Delivery and collection charges already incurred
Materials already delivered to or incorporated into the property

Where materials can be returned, we will make reasonable efforts to return them; any refundable balance is returned once the supplier confirms the return and applicable charges. Alternatively, paid-for materials may be transferred to you where appropriate.

7. Work started but not completed

If you expressly ask us to begin work during an applicable 14-day cancellation period and then cancel, you must pay a reasonable and proportionate amount for:

Labour and services already completed
Site preparation and project mobilisation
Design, survey or measurement work completed
Materials ordered, delivered or used
Supplier and subcontractor commitments that cannot be cancelled
Other genuine project costs already incurred

Any unused balance remaining after these costs are calculated will be refunded. Official guidance confirms that work may begin during the cooling-off period when expressly requested, and you may be charged proportionately for work supplied before cancellation.

8. Completed work

Once an agreed service has been fully and properly completed, you cannot cancel it simply because you have changed your mind — the completed work and any remaining balance become payable under the accepted quotation and invoice. For example, once we have completed a fence and gate installation: labour for the completed installation is payable, materials installed at the property are payable, and the agreed remaining balance is payable by its due date. This becomes a completed-contract or workmanship matter, not an ordinary cancellation.

Where work is completed within a statutory cancellation period, you will only lose the cancellation right for that service if you expressly requested the early start and acknowledged that the right would be lost once the service was fully performed.

9. Problems with completed work

If you believe completed work is faulty or does not match the accepted quotation, contact support@oreaproperties.co.uk with your project or invoice reference, a description of the problem, relevant photographs or videos, and the date the problem was discovered. We must be given a reasonable opportunity to inspect the work and, where appropriate, correct the issue. This policy does not limit your legal rights concerning faulty materials or services not performed with reasonable care and skill.

10. Design and visualisation services

Site surveys, measurements, designs and 3D visualisations are prepared specifically for individual customers. Where you ask this work to begin and later cancel, we may retain or charge a reasonable amount for the work completed before receiving your cancellation. Completed and approved design stages are not normally refundable.

11. Project postponement

Where possible, we may agree to postpone or reschedule a project instead of cancelling it. Any rescheduling depends on availability, supplier arrangements and whether materials have already been ordered. Additional storage, delivery or supplier charges may apply where genuinely incurred and agreed.

12. Cancellation by OREA Properties

If we must cancel before work begins, payments received will be refunded, except for services or materials already approved, supplied or transferred to you. Where possible, we will offer an alternative start date.

13. Refund processing

Approved refunds are returned to your original payment method without undue delay and within the timeframe required by law. Card and bank processing times are outside our control — we will confirm when your refund has been issued.

14. Our guarantee

OREA Properties Ltd guarantees its installation and workmanship for 12 months from practical completion, subject to written terms and exclusions. Materials and products are covered by the relevant manufacturer or supplier warranty where available. This guarantee is in addition to, and does not affect, your statutory rights. Full terms are set out on our Guarantee & Care Plan page.

15. Optional maintenance plans

The optional OREA Property Care and Maintenance Plan is a separate maintenance service — it is not insurance, an extended warranty, or a guarantee that repairs or replacement materials will be free. Purchasing or declining the plan does not affect your statutory rights or any valid claim under our workmanship guarantee. Full details are on our Guarantee & Care Plan page.

Questions

If anything here is unclear, or your situation isn't covered, please email hello@oreaproperties.co.uk before booking or paying — we're glad to talk it through.