Refund policy

REFUND POLICY

Thank you for choosing MRG Cleaning & Drainage for your  maintenance needs. We are committed to providing high-quality service and your satisfaction is our priority.

Because our services involve labour, materials, and sometimes diagnostic time, our refund policy is structured based on the specific circumstances of the service provided. Please read this policy carefully.

1. Satisfaction Guarantee & Correction of Work

We want the job done right. If you are not completely satisfied with a completed repair or installation due to workmanship, please contact us within 3 business days.

· Our Commitment: We will return to the property at no additional labour charge to re-perform, adjust, or correct the specific work originally contracted.
· Limitation: This guarantee covers the quality of the work performed, not the failure of a manufactured part that was installed in good working order (see Section 3 regarding parts).

2. Service Cancellations

· If you cancel before we arrive: You will receive a full refund of any deposit paid.
· If you cancel after we have arrived on site but before work begins: You may be charged a trip fee / diagnostic fee to cover travel and time, and the remainder of your deposit will be refunded.
· If you cancel after work has commenced: You are responsible for payment for the work completed up to the point of cancellation. If a deposit was paid, it will be applied to this work, and any remaining balance may be invoiced. If the deposit exceeds the value of work completed, the difference will be refunded.

3. Parts and Materials

· Special Order Items: If parts are ordered specifically for your job, deposits on custom or special-order materials are non-refundable once the order has been placed with the supplier.
· Manufacturer Defects: If a part we installed fails due to a manufacturer defect, it is typically covered by the manufacturer’s warranty. We will assist you in processing a warranty claim, but we do not provide cash refunds for defective parts; we will replace the part under the terms of the manufacturer's warranty. Labour to replace a warranty part may be covered for the first 7 days following installation.

4. Estimates and Diagnostics

· Diagnostic Fees: Fees paid for diagnostic visits or estimates are for the time and expertise required to assess the problem. These fees are non-refundable, even if you decide not to proceed with the proposed repairs.
· Verbal Estimates: Estimates provided verbally are subject to change once physical work begins and unforeseen issues (e.g., dry rot, corroded pipes, faulty wiring) are discovered.

5. Non-Refundable Services

The following services are generally considered non-refundable once performed, as you have received the full benefit of the service:

· Routine maintenance visits (e.g., gutter cleaning)
· Inspections
· Consultation fees

6. How to Request a Refund or Service Correction

To request a service correction or discuss a refund, you must contact us directly:

· By Email: Info@mrgcleaninganddrainage.co.uk
· By Phone: 07752854143
·

Please provide your name, invoice number, date of service, and a detailed description of the issue.

7. Disputes 

We are committed to resolving all issues fairly. If you have a concern, please contact us directly first.