Refund Policy

TrueServe Property Care
(Trading name of Badham Developments)

1. DEFINITIONS AND INTERPRETATION

1.1 In this Policy:

"Company" means Badham Developments trading as TrueServe Property Care
"Customer" means the person or entity engaging the Company's services
"Services" means all property maintenance, repair, and related services provided by the Company
"Contract" means the agreement formed upon acceptance of a booking
"Completion" means the satisfactory performance of Services as reasonably determined

2. GENERAL PRINCIPLES

2.1 The Company operates a fair and transparent refund policy whilst recognising the commercial realities of providing professional property services.

2.2 All refund requests shall be considered on their individual merits having regard to the circumstances prevailing at the relevant time.

3. GROUNDS FOR REFUND

3.1 Full Refund Entitlement: The Customer shall be entitled to a full refund where:

a) Services are cancelled by the Customer more than 24 hours prior to the scheduled commencement time
b) The Company fails to attend the scheduled appointment without reasonable cause
c) Services cannot be commenced due to circumstances wholly attributable to the Company
d) Services are materially defective and cannot be remedied within a reasonable timeframe

3.2 Partial Refund Consideration: The Company may, at its absolute discretion, offer partial refunds where:

a) Services are partially completed due to unforeseen circumstances beyond the Company's control
b) Customer-requested variations result in reduced scope of work
c) Access issues prevent full completion of Services despite reasonable efforts by the Company

4. REFUND EXCLUSIONS

4.1 No Refund shall be provided where:

a) Services have been completed to a satisfactory standard
b) Cancellation occurs less than 24 hours before scheduled commencement
c) Access is denied or restricted by the Customer or their representatives
d) Underlying property conditions prevent completion (including but not limited to structural issues, utility failures, or hazardous conditions)
e) Customer requests termination after commencement for reasons unconnected with service quality

5. PROCEDURE FOR REFUND CLAIMS

5.1 All refund requests must be submitted in writing within 14 days of the relevant incident, stating clearly:

a) The nature of the complaint
b) The remedy sought
c) Supporting evidence where applicable

5.2 The Company undertakes to acknowledge receipt within 2 business days and provide a substantive response within 10 business days.

5.3 Where a refund is approved, payment shall be processed within 14 business days via the original payment method where reasonably practicable.

6. LIMITATION OF LIABILITY

6.1 The Company's total liability for any refund claim shall not exceed the amount paid by the Customer for the specific Services in question.

6.2 The Company excludes liability for indirect, consequential, or economic losses howsoever arising.

7. ALTERNATIVE DISPUTE RESOLUTION

7.1 Where disputes cannot be resolved through direct negotiation, the parties agree to engage in good faith mediation before pursuing formal legal proceedings.