Cancellation & Refund Policy

Our general approach

We understand that circumstances change. Our aim is to be straightforward and fair about what happens if a project is cancelled, reduced in scope or paused. We do not impose penalties beyond the recovery of costs we have genuinely incurred.

Every project begins with a written quotation agreed by both parties before any work starts. This document forms the basis for any cancellation calculation.

Design consultation

Initial design consultations — including the first property visit and any preliminary system design work produced before a quotation is agreed — are provided without charge and with no obligation to proceed.

If a detailed system design is commissioned separately (outside a full installation contract), specific terms will be agreed in writing before that work begins.

Deposits

Where a deposit is required to secure a project start date or to begin procurement of long-lead equipment, this will be stated in the written quotation. Deposits are used to:

• Reserve installation time in our programme
• Fund the procurement of equipment specified for your project
• Cover any design and planning work carried out before installation begins

The amount and terms of any deposit will be specified in the quotation and agreed before payment is made.

Cancellation before work begins

If you cancel the project after a quotation has been signed but before any installation work has begun:

• You are entitled to a refund of your deposit, less any costs already incurred — including equipment ordered specifically for your project that cannot be returned, and any design or planning work completed.
• We will provide a written breakdown of costs incurred before deducting any amount from your deposit.
• Where equipment has been ordered and can be returned to the supplier, we will do so and pass the credit back to you, less any restocking charges imposed by the supplier.

Cancellation after work has begun

If you cancel after installation work has started:

• You are liable for the cost of all work completed to the date of cancellation, all equipment installed or ordered specifically for your project, and any reasonable costs associated with making the installation safe and tidy at the point of cancellation.
• We will produce a written account of costs incurred and deduct this from any payments already made. Where costs exceed payments received, a further invoice will be issued.
• We will use reasonable endeavours to minimise costs and recover equipment value where possible.

Scope reduction

If you wish to reduce the scope of a project after the quotation has been signed:

• We will agree a revised quotation in writing before any change to scope takes effect.
• Where equipment has already been ordered for the original scope, the same principles as cancellation apply to the removed elements.
• Scope reductions do not automatically entitle you to a proportional refund of a deposit already paid — the deposit covers time and procurement costs already committed.

Project postponement

If you need to postpone a project rather than cancel it, please contact us as early as possible. We will use reasonable endeavours to accommodate a revised programme. Where equipment has been ordered, storage may be available subject to agreement. If postponement extends beyond three months from the original agreed start date, we reserve the right to release the reserved programme time and treat the project as a new booking.

Equipment and materials

Equipment and materials specified and ordered for your project are not subject to a general right of return, as they are sourced specifically for your installation. Manufacturer warranty terms apply to all equipment supplied.

Where equipment is faulty on arrival or fails within the manufacturer's warranty period, we will manage the warranty process on your behalf.

Our right to cancel

We reserve the right to cancel a project in the following circumstances:

• Non-payment of agreed deposits or stage payments after reasonable notice
• Site conditions that make it unsafe or impractical to carry out the work as specified
• Material changes to the scope requested by the client that we are unable to accommodate
• Circumstances outside our reasonable control (see Force Majeure in our Terms of Service)

In the event we cancel through no fault of yours, we will refund all payments received for work not yet carried out.

How to cancel

To cancel or amend a project, please contact us in writing at info@sornione.com or by post to Sornione Ltd, 264 Rugby Road, Coventry, CV3 2BD. We will acknowledge your request within two working days and provide a written account of any costs applicable.

Disputes

If you are unhappy with how a cancellation has been handled, please refer to our Complaints Policy. We aim to resolve all disputes fairly and promptly without recourse to formal proceedings.

Consumer rights

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation. If you are a consumer (rather than a business) and entered into a contract with us at a distance or off-premises, you may have cancellation rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Please contact us if you believe these apply to your situation.