TMUK Group Ltd – Comprehensive Refund and Cancellation Policy

1. Corporate Information and Trading Names

This policy applies to all goods and services supplied by TMUK Group Ltd and its wholly-owned subsidiaries and trading names, including Black Country Air Conditioning and Black Country Sparks.

• Company Name: TMUK Group Ltd
• Company Registration Number: 10771597
• Registered Office: 20-22 Wenlock Road, London, N1 7GU
• Trading Address: Success Present, Kingswinford, West Midlands, DY6 8DJ

2. Scope of Policy

This policy outlines the terms and conditions regarding cancellations, returns, and refunds. It explicitly separates the statutory rights of domestic consumers (B2C) under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015, from those of commercial clients (B2B) governed by the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982.

3. Domestic Consumer Contracts (B2C)

The following terms apply strictly to private individuals purchasing goods or services for personal use outside of their trade, business, craft, or profession.

• The Right to Cancel (Cooling-Off Period): Under the Consumer Contracts Regulations 2013, domestic consumers possess a statutory right to cancel an off-premises or distance contract within 14 days without providing a reason. The cancellation period expires 14 days after the day on which the contract was entered into (for services) or the day on which the consumer acquires physical possession of the goods.
• Waiver of Cancellation Rights for Urgent Works: If a consumer explicitly requests that electrical or air conditioning installation, maintenance, or repair works commence before the end of the 14-day cancellation period, they must do so in writing. If the service is fully performed within this period, the right to cancel is entirely lost.
• Partial Completion: If the consumer cancels the contract after having explicitly requested early commencement but before the works are completed, they are legally liable to pay a proportionate amount for the labour and materials supplied up to the point of cancellation.
• Faulty Goods and the Right to Reject: Under the Consumer Rights Act 2015, goods supplied must be of satisfactory quality, fit for purpose, and as described. If goods (such as distribution boards, air conditioning units, or accessories) do not meet these criteria, the consumer has a short-term right to reject them within 30 days of delivery for a full refund. Beyond 30 days and up to six months, TMUK Group Ltd retains the right to repair or replace the faulty item in the first instance.

4. Commercial Contracts (B2B)

The following terms apply to all corporate, commercial, and business clients. B2B contracts are exempt from the 14-day statutory cooling-off period provided to consumers.

• Cancellation of Services: Commercial contracts are binding upon agreement. Cancellation of scheduled electrical works or air conditioning installations is strictly subject to the terms agreed upon in the individual project quotation or contract. TMUK Group Ltd reserves the right to charge for any labour, administration, and non-refundable material costs incurred up to the point of a requested cancellation.
• Returns and Refunds of Goods: The Sale of Goods Act 1979 applies. Goods supplied to business clients are non-refundable unless explicitly agreed in writing or if they fail to meet the implied terms of satisfactory quality. There is no automatic right to reject non-faulty goods.
• Bespoke and Special Order Items: Any bespoke, customised, or special-order materials procured specifically for a commercial project are strictly non-refundable and non-returnable.

5. Standard Exemptions and Conditions (All Contracts)

• Labour and Completed Works: Because our primary provision is a service, labour charges for completed electrical and air conditioning works are strictly non-refundable. Any grievances regarding workmanship will be addressed via our quality guarantee; TMUK Group Ltd will rectify proven defects at no additional cost.
• Health and Safety: Goods that have been unsealed or altered post-delivery, where return is unsuitable for health protection or hygiene reasons, cannot be refunded.

6. Procedure for Exercising the Right to Cancel

To exercise the right to cancel, the client must inform TMUK Group Ltd of their decision by a clear statement sent to the trading address or via email. Refunds will be processed using the same means of payment as the initial transaction, within 14 days of receiving the returned goods or receiving the notice of cancellation (if no goods were supplied).

7. Purchases Made via Finance Agreements (Pay It Monthly)

• If your project or purchase is funded through our finance partner, Pay It Monthly, the transaction remains strictly subject to this TMUK Group Ltd refund and cancellation policy.
• Refunds to Finance: Should you legitimately cancel a service or return goods in accordance with the terms outlined above, TMUK Group Ltd will process the agreed refund directly back to Pay It Monthly. This will automatically be applied to your account to reduce or clear your outstanding finance balance.
• Right to Withdraw from Credit: Customers retain a separate, statutory 14-day right to withdraw from the Pay It Monthly finance agreement itself, regardless of the service or product purchased. Please note that withdrawing from your finance agreement does not automatically void your contract for services with TMUK Group Ltd; you remain liable for any completed works or non-returnable goods and must arrange an alternative payment method to settle the balance.