Lloyd Roberts Renewables

Effective Date: 20 February 2026
Last Updated: 20 February 2026


1. Introduction

This Cancellation and Returns Policy explains your rights to cancel contracts with Lloyd Roberts Renewables ("we", "us", "our") and the procedures for doing so.

This policy applies to services booked or purchased remotely (online, by phone, or email) in accordance with:

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("Consumer Contracts Regulations");
Consumer Rights Act 2015; and
Other applicable UK consumer protection legislation.

This policy should be read alongside our Terms & Conditions and Privacy Policy.


2. Company Information

Lloyd Roberts Renewables
3 Lordsgate Lane
Burscough, Ormskirk
L40 7UR
United Kingdom

Telephone: 07738 494705

VAT Registration Number:
GB 473 7229 70

Email: office@lloydrobertsrenewables.co.uk


3. Your Cancellation Rights

3.1 14-Day Cooling-Off Period

Under the Consumer Contracts Regulations 2013, you have the right to cancel contracts for services without giving any reason within 14 calendar days (the "cooling-off period").

The cooling-off period begins on the day after:

The contract is concluded (for services); or
You receive written confirmation of the contract.

3.2 How the Cooling-Off Period Works

Example Timeline:
- Contract signed: Monday, 3 March 2026
- Cooling-off period starts: Tuesday, 4 March 2026
- Last day to cancel: Monday, 17 March 2026 (14 days later)

You can cancel at any time up to and including the final day of the cooling-off period.

3.3 Services That Have Already Started

If you request that we begin work during the 14-day cooling-off period:

We will ask for your express written consent to start work early;
You acknowledge that starting work early may affect your cancellation rights;
If you cancel after work has commenced, you may be required to pay for services already provided up to the point of cancellation (see Section 5).

3.4 Exceptions to Cancellation Rights

Your right to cancel does not apply in the following circumstances:

Services fully performed with your prior express consent and acknowledgment that you will lose your right to cancel once the service is complete;
Bespoke or custom-made installations that are personalized to your specific property requirements;
Urgent repairs or emergency callout services where you have expressly requested immediate attendance.

Where these exceptions apply, we will inform you clearly before work commences.


4. How to Cancel Your Contract

4.1 Cancellation Methods

To exercise your right to cancel, you must inform us of your decision by a clear statement. You can cancel by:

Email: office@lloydrobertsrenewables.co.uk
Post: Lloyd Roberts Renewables, 3 Lordsgate Lane, Burscough, Ormskirk L40 7UR
Phone: 07738 494705

You may use the model cancellation form provided in Section 9 below, but this is not mandatory. Any clear statement of your intention to cancel is sufficient.

4.2 What to Include in Your Cancellation Notice

Please provide:

Your full name
Contact details (address, email, phone)
Contract or quotation reference number (if applicable)
Date of contract
Brief statement that you wish to cancel

Example:
"I hereby give notice that I cancel my contract for the installation of an air source heat pump, contract dated [date], reference number [if applicable]."

4.3 Proof of Cancellation

We recommend sending cancellation notices by:

Email with read receipt or delivery confirmation; or
Recorded delivery post.

This provides proof that you cancelled within the cooling-off period.

4.4 Acknowledgment of Cancellation

We will acknowledge receipt of your cancellation notice by email within 2 working days.


5. Refunds After Cancellation

5.1 Full Refund (No Work Commenced)

If you cancel within the 14-day cooling-off period and we have not yet started work:

You are entitled to a full refund of any payments made;
We will process your refund within 14 days of receiving your cancellation notice.

5.2 Partial Refund (Work Already Started)

If you requested that we begin work during the cooling-off period and you then cancel:

You must pay a proportionate amount for services already provided up to the time of cancellation;
The amount will be calculated based on:
- Work completed to date
- Materials purchased or installed
- Labour hours expended
- Any non-refundable third-party costs incurred (e.g., specialist equipment ordered)

We will provide an itemized breakdown of charges;
Any remaining balance will be refunded to you within 14 days of cancellation.

5.3 No Refund (Work Fully Completed)

If services have been fully performed with your prior express consent and acknowledgment that you would lose your right to cancel:

No refund is due;
Full payment remains payable.

This will only apply where you have explicitly agreed in writing to waive your cancellation rights.

5.4 Refund Method

Refunds will be made using the same payment method you used for the original transaction, unless you expressly agree otherwise.

We will not charge any fees for processing refunds.

5.5 Refund Timeline

All refunds will be processed within 14 calendar days of:

The day we receive your cancellation notice (if no work has commenced); or
The day we complete our assessment of work done (if services were partially performed).


6. Deposits and Advance Payments

6.1 Deposit Terms

We may require a deposit when you book services. Typical deposit amounts:

Survey or consultation fee: £[Amount] (if applicable)
Installation deposit: [Percentage]% of total contract value

Deposits are subject to the same cancellation rights as outlined in this policy.

6.2 Refundable vs Non-Refundable Deposits

Standard deposits are refundable if you cancel within the cooling-off period before work commences;
If we have incurred costs (e.g., ordered bespoke equipment for your property), we may deduct these from the deposit refund;
We will inform you at the time of booking if any deposit is non-refundable and under what circumstances.


7. Cancellations Outside the 14-Day Period

7.1 Cancelling After the Cooling-Off Period

If you wish to cancel after the 14-day cooling-off period has expired:

You may still request cancellation, but this will be subject to our agreement;
Standard contract terms will apply, including any cancellation fees or charges;
We will assess each case individually based on:
- Stage of work completion
- Costs already incurred
- Availability to reschedule or reassign resources.

7.2 Cancellation Charges

If you cancel after the cooling-off period, we may charge:

Full cost of any work already completed;
Materials purchased or installed;
Reasonable compensation for any losses incurred;
An administrative fee to cover rescheduling or cancellation costs.

We will provide a clear breakdown of any charges before you confirm cancellation.

7.3 Cancellation by Lloyd Roberts Renewables

We reserve the right to cancel contracts in the following circumstances:

Unforeseen circumstances preventing service delivery (e.g., extreme weather, supplier delays);
If you fail to provide necessary access or information;
If you breach contract terms;
Force majeure events beyond our reasonable control.

If we cancel, you will receive:
- A full refund of any payments made (unless cancellation is due to your breach of contract);
- Notification as soon as reasonably practicable;
- Where possible, the option to reschedule.


8. Rescheduling vs Cancellation

8.1 Rescheduling Appointments

If you need to change your appointment date rather than cancel entirely:

Contact us as soon as possible;
We will do our best to accommodate alternative dates subject to availability;
No cancellation charges apply for reasonable rescheduling requests made with adequate notice.

8.2 Short-Notice Changes

If you reschedule or cancel with less than [48 hours / 5 working days] notice:

We may charge a rescheduling fee to cover lost time and resources;
The fee will be clearly communicated before you confirm the change.


9. Model Cancellation Form

You may use this template to cancel your contract:

To: Lloyd Roberts Renewables
Email: office@lloydrobertsrenewables.co.uk
Address: 3 Lordsgate Lane, Burscough, Ormskirk L40 7UR

Subject: Notice of Cancellation

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the following service:

Service description: _________________________________

Date of contract: _________________________________

Contract/Quotation reference (if known): _________________________________

Your name: _________________________________

Your address: _________________________________

Your email: _________________________________

Your phone number: _________________________________

Date: _________________________________

Signature (if sending by post): _________________________________

[*] Delete as appropriate


10. Consumer Rights Information

10.1 Your Legal Rights

This Cancellation Policy does not affect your statutory rights under UK law, including:

The right to reject faulty or substandard services under the Consumer Rights Act 2015;
The right to a repair, replacement, or refund for services not performed with reasonable care and skill;
The right to claim compensation for losses caused by our breach of contract.

10.2 Faulty or Substandard Work

If services are not carried out with reasonable care and skill or do not match the description provided:

You may be entitled to a repeat performance, price reduction, or full refund;
You must notify us of any issues within a reasonable timeframe;
We will investigate and seek to resolve complaints in accordance with our complaints procedure.

This is separate from your cancellation rights and applies even after the cooling-off period has ended.

10.3 Independent Advice

For independent advice about your consumer rights, you can contact:

Citizens Advice: https://www.citizensadvice.org.uk
Consumer helpline: 0808 223 1133
Trading Standards: via your local authority


11. Complaints and Disputes

If you are unhappy with any aspect of our service or wish to dispute a cancellation charge:

Contact us first at office@lloydrobertsrenewables.co.uk;
We will investigate and respond within [10 working days];
If we cannot resolve your complaint, you may escalate to:
- Our trade association or certification body [if applicable: MCS, TrustMark, etc.]
- Alternative Dispute Resolution (ADR) provider
- Small claims court (for disputes under £10,000).

We are committed to resolving disputes fairly and amicably wherever possible.


12. Data Protection

Personal data provided in cancellation notices will be processed in accordance with our Privacy Policy and retained for:

Contract management and refund processing purposes;
Legal and accounting obligations (typically up to 7 years);
Complaint resolution and dispute handling.

You have rights regarding your personal data, including the right to request deletion once legal retention periods have expired.


13. Changes to This Policy

We may update this Cancellation and Returns Policy periodically to reflect changes in law, business practices, or consumer protection requirements.

Updated versions will:

Be posted on our website with a revised effective date;
Apply to contracts concluded after the effective date.

Contracts concluded before a policy change will be governed by the policy in effect at the time of contract.


14. Governing Law

This Cancellation and Returns Policy shall be governed by and interpreted in accordance with the laws of England and Wales.

Any disputes arising from cancellations shall be subject to the jurisdiction of the courts of England and Wales.


15. Severability

If any provision of this Policy is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.


16. Contact Information

For questions about this Cancellation and Returns Policy or to exercise your cancellation rights:

Lloyd Roberts Renewables
3 Lordsgate Lane
Burscough, Ormskirk
L40 7UR
United Kingdom

Telephone: 07738 494705

VAT Registration Number:
GB 473 7229 70

Email: office@lloydrobertsrenewables.co.uk

We aim to respond to all cancellation notices and enquiries within 2 working days.


17. Revision History

Version - 1.0
Date - 20 February 2026
Summary - Initial publication


SUMMARY OF YOUR CANCELLATION RIGHTS

✓ You have 14 calendar days to cancel contracts without giving a reason
✓ The cooling-off period starts the day after the contract is concluded
✓ You can cancel by email, post, or phone
✓ If work hasn't started, you get a full refund within 14 days
✓ If you requested early start and then cancel, you pay for work done
✓ You can use our model cancellation form or send your own clear statement
✓ This policy does not affect your legal rights to reject faulty work
✓ Cancellations after 14 days may incur charges

Your statutory consumer rights under UK law remain unaffected by this policy.