Refund Policy

This Refund Policy sets out when and how refunds are issued for project packages and services purchased from Oakridge Builds, operated by Suraj Singh. It forms part of, and should be read alongside, our Terms of Service. By booking a package or accepting a quotation, you agree to this policy.

Our refund approach is built on a simple principle: you should not pay for work that has not been done, and we should not lose costs already incurred on your behalf where work has been arranged, materials ordered or labour reserved. The sections below explain how that principle is applied in practice.

1. Pre-project refunds

If you cancel a booking before any materials have been ordered and before any on-site work has begun, you are entitled to a full refund of any amount paid, subject to a small administrative deduction (if applicable) to cover payment processing costs that cannot be recovered from our payment provider.

• Requests received within 14 days of booking, where no work has started and no materials have been ordered, will be refunded in full.
• Requests received outside the initial 14-day window but before work begins remain eligible for a refund, less any costs already committed on your behalf.

2. Scheduled project refunds

If your project has been scheduled — that is, an installation date is in our diary and workshop or supplier slots have been reserved — the following applies if you cancel:

• More than 14 days before the scheduled start date: full refund less any non-recoverable supplier or material commitments.
• Between 7 and 14 days before the scheduled start date: refund of any amount paid less reasonable rescheduling charges and any materials already ordered specifically for your project.
• Less than 7 days before the scheduled start date: refund of any amount paid less reasonable cancellation charges to cover reserved labour and any materials already prepared, machined or delivered.

We will always be transparent about the deductions applied and provide a written breakdown.

3. Material purchases

Once materials have been ordered specifically for your project, those material costs are typically non-refundable, as bespoke timber, panels, hardware and finishes are not items we can routinely return to the supplier. Where materials are returnable, we will pass any recovered amount back to you, less any restocking or handling fees charged by the supplier.

For projects that require specific custom-machined or pre-cut components, the cost of those items is non-refundable once production has commenced.

4. Partially completed work

If a project is cancelled after work has begun but before it is complete, the refund is calculated based on the value of work completed and materials installed up to the date of cancellation. We will:

• Document the stage of work reached.
• Provide an itemised statement of labour and materials used.
• Refund the unspent balance (if any) within a reasonable period.

If work has progressed beyond the value of the deposit or payments received, any outstanding balance for work already delivered will be payable to us.

5. Completed projects

Once a project has been signed off as complete via the final review, the project fee is non-refundable. This is consistent with the nature of bespoke residential construction work, where the installation is integrated into your property and cannot be returned. If any aspect of the completed work is defective or not in line with the agreed scope, your remedy is via our workmanship warranty (described in our Terms of Service) and our Complaints Policy, under which we will rectify the issue at no additional cost.

6. Home Project Consultation refunds

The Home Project Consultation (£99) covers an initial assessment and project planning discussion. Once the consultation has been delivered — whether by video call, telephone, or on-site visit — it is treated as a completed service and is non-refundable. If you cancel or reschedule before the consultation has taken place, a full refund is available subject to reasonable notice.

7. Faulty work or defects

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015. If work delivered is not of satisfactory quality, not fit for purpose, or not as described, you are entitled to have the issue rectified, and where rectification is not possible or appropriate, to an appropriate refund or price adjustment. We take quality issues seriously and aim to resolve them via our Complaints Policy.

8. Refund timelines

Approved refunds are processed via the original payment method (Stripe). Once we confirm a refund:

• We will issue the refund within 5 business days of the agreement.
• Stripe typically takes a further 5–10 business days to settle funds back into your card or bank account, depending on your card issuer.
• You will receive an automated confirmation from Stripe when the refund is initiated.

If you have not received a refund within 14 business days of our confirmation, please contact us so we can investigate with our payment provider.

9. Chargeback prevention

We ask that you contact us first if you have any concern about a payment, a project, or the standard of work. Most issues can be resolved quickly when raised directly. Initiating a chargeback through your bank or card provider before contacting us — especially where the work has been delivered to the agreed scope — can cause unnecessary cost and disruption.

If a chargeback is raised in circumstances that do not reflect a genuine refund entitlement under this policy, we may provide supporting documentation to the card scheme (including the quotation, project records, communications and proof of delivery) to defend the transaction, and may pursue any unpaid amounts as a debt.

10. How to request a refund

To request a refund, email oakridgebuildsss@gmail.com with your name, the package or project name, the date of payment, and a brief description of the reason. We aim to acknowledge refund requests within 2 business days and to confirm the outcome within 10 business days.

11. Updates to this policy

We may update this Refund Policy from time to time. The version in effect at the time of your booking is the version that applies to your project. The most current version is always published on this page.

12. Goodwill considerations

Even where a refund is not strictly required under this policy — for example where work has been completed to the agreed scope but you are not entirely satisfied — we would always prefer to find a fair, common-sense outcome rather than rely on the strict letter of the policy. Please contact us before assuming a refund is or is not available; in many cases a small adjustment, a return visit or an agreed remedial change is enough to put things right at no further cost.

13. Multiple package bookings

If you have booked more than one package as part of a combined project (for example a Consultation alongside a Media Wall Construction), refund eligibility is assessed on a per-package basis according to the rules above. Completed packages remain non-refundable, while packages that have not yet started remain refundable subject to deductions for any materials or scheduling commitments already made.