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Refund Policy

Refund & Cancellation Policy

Last Updated: 4/8/2025

 

At Spire Carbon Works, we are committed to delivering high-quality carbon fibre repair services and ensuring our customers are satisfied with the results. This Refund & Cancellation Policy outlines your legal rights under UK consumer law, as well as our process for cancellations, refunds, and complaints.

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1. Your Consumer Rights

 

As a consumer, you are protected by the Consumer Rights Act 2015, which gives you the right to expect services to be:

  • Performed with reasonable care and skill

  • Completed within a reasonable time

  • Delivered in accordance with the contract and any written description

If the service does not meet these standards, you may be entitled to a rework, price reduction, or full refund, depending on the circumstances.

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2. Cancellations – Before Work Begins
 
For Online or Off-Premises Bookings

 

Under the Consumer Contracts Regulations 2013, if you book our services online, over the phone, or away from our premises, you have the right to cancel within 14 days of placing your order — provided we have not yet started the work.

To cancel during this cooling-off period, contact us at:

Email: [Contact Email]
Phone: [Phone Number]

If you have already asked us to begin work within the 14-day period, you agree that your right to cancel is limited and you may still be charged for any work completed up to the cancellation point.

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3. Cancellations – After Work Has Started or Been Completed

 

If you cancel after we have started work or once it has been completed, you may not be entitled to a full refund unless the service was:

  • Not performed with reasonable care and skill

  • Not as described or agreed

We aim to resolve all complaints fairly and may, at our discretion, offer:

  • A rework (repeat performance of the repair)

  • A partial or full refund

 

We assess each case individually. Please report issues within 14 days of the repair date.

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4. Non-Refundable Circumstances

 

We do not offer refunds for:

  • A change of mind after the service has been completed to a professional standard

  • Damage unrelated to our repair that occurs after the service

  • Customer-supplied specifications or instructions that result in an unsatisfactory outcome

  • Missed appointments or late cancellations (see below)

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5. Missed Appointments & Late Cancellations

 

To help us operate efficiently, we request at least 24 hours’ notice for cancellations or reschedules.

  • Cancellations with less than 24 hours’ notice may be subject to a £[XX] late cancellation fee

  • Missed appointments with no notice may be charged the full call-out fee or minimum labour charge

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6. Requesting a Refund or Making a Complaint

 

If you believe you are entitled to a refund or are unhappy with the service, please contact us with the following:

  • Your name and contact details

  • Service date and location

  • A description of the issue (with photos, if applicable)

 

Contact Details:
Email: matt@spireycles.co.uk
Phone: 07825666412
Business Address: The Old Dairy, Upwood, Sixpenny Handley, Salisbury, SP5 5PQ

 

We will respond within 5 working days and aim to resolve the matter within 14 working days.

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7. How Refunds Are Processed

 

Once approved, refunds are issued to your original payment method within 7–10 working days. If you paid by cash or bank transfer, we may request your bank details to issue the refund securely.

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8. Our Commitment

 

We take great pride in our workmanship and customer care. If something has gone wrong, we will always work with you to put it right.

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