Refund Policy

1. Overview

This Refund Policy sets out our approach to refunds and cancellations in connection with the repair and servicing services provided by Wolentra. It should be read alongside our Terms and Conditions.

We aim to be clear and fair in how we handle charges and refunds. If you have a concern about a charge, please contact us directly and we will work with you to resolve it.

2. Diagnostic Fees

When you book a diagnostic visit or workshop assessment, a diagnostic fee applies. This fee covers the technician's time in assessing your machine, regardless of whether you choose to proceed with further repair work.

The diagnostic fee is communicated to you before a booking is confirmed. By confirming a booking, you agree to pay the diagnostic fee.

The diagnostic fee is not refundable once a visit has taken place or a workshop assessment has been carried out, except where the fault with the assessment is directly attributable to our error.

3. Cancellations

You may cancel or reschedule an appointment without charge if you give us at least 24 hours' notice before the scheduled visit time.

If you cancel with less than 24 hours' notice, or if our technician arrives at the agreed address and is unable to access the premises due to circumstances within your control, we reserve the right to charge a cancellation or failed visit fee. Where this applies, we will inform you of the fee in advance of the appointment being confirmed.

Where a cancellation fee is charged, it will be no more than the diagnostic fee communicated at the time of booking.

4. Completed Repair Work

Once repair work has been completed and the machine has been returned to you or collected, the charge for that work is not refundable except in the circumstances described below.

If a fault that is directly attributable to work carried out by Wolentra recurs within 90 days of the completed repair, we will investigate at no additional charge and, where the fault is our responsibility, carry out remedial work without further charge. This does not constitute a refund but rather a commitment to remedy workmanship issues within a reasonable period.

Where we have carried out work and subsequently determine that it did not resolve the stated fault through no fault of yours (for example, where an assessment identified an incorrect cause), we will discuss the situation with you and may offer a partial or full credit or refund of the relevant work charge at our discretion. Each case is considered individually and on its merits.

5. Parts

Parts ordered specifically for your machine cannot be returned or refunded once installed, as they are bespoke to the make and model of your equipment.

If you decline to proceed with a repair after parts have been ordered on your behalf, you may be charged for any parts that cannot be returned to our supplier. We will only order parts once you have authorised the repair work.

6. Your Statutory Rights

Nothing in this Refund Policy affects your statutory rights under applicable consumer protection legislation, including the Consumer Rights Act 2015. Under that Act, services must be carried out with reasonable skill and care, and any materials supplied must be of satisfactory quality. Where these standards are not met, you may have legal rights in addition to those described in this policy.

If you believe you have not received the standard of service you are entitled to, please contact us to discuss your concerns. We will endeavour to resolve complaints fairly and promptly.

7. How to Request a Refund

To request a refund or raise a concern about a charge, please contact us with the following information:

• Your name and contact details
• The date and nature of the service
• A description of the issue or reason for the refund request

We aim to acknowledge refund requests within two working days and to resolve them within ten working days. Where a refund is agreed, it will be returned via the same payment method used for the original transaction where possible.

8. Contact

If you have questions about this Refund Policy, please contact us.