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STEPS・CUSTOMER POLICY
Refunds & Cancellation
Last updated: 26-09-2026・Version 1.0
We want it to be simple to know where you stand. Here's what happens to your money in each situation. The full detail is in our Terms & Conditions.
THE SECTIONS THAT MATTER THE MOST
Section 1
Prices and your £5
Section 2
Your right to cancel
Section 3
How to cancel
Section 4
After you've paid the balance
1 What happens to your £5
Each pair has its own £5 and its own outcome. Where several pairs are in one order, each row applies to each pair separately.
WHAT HAPPENS
YOUR £5
YOUR PAIR
You cancel before you've sent your pair, or before we've inspected it
Refunded in full
Returned to you if it has arrived, free
Your pair never reaches us, and we can't reach you after 30 days
Refunded in full, as long as no work has been carried out. We confirm the closure and refund by email
N/A
We can't carry out the treatment safely or appropriately
Refunded in full
Returned unworked, free
Your pair doesn't need any treatment
Refunded in full
Returned, free
The treatment you chose isn't suitable, and you decide not to go ahead with the one we recommend
Refunded in full
Returned unworked, free
We confirm a lower treatment than you chose
Credited. Your balance goes down
Treated once you've paid the balance
We suggest optional extra care and you say no
Credited as normal
The treatment you chose goes ahead
You decide not to go ahead after we've inspected your pair and confirmed a treatment we can carry out
|Kept as payment for the inspection work done
Returned unworked, free
The balance isn't paid after seven days and reminders
Your order goes to review first. We'll contact you before anything happens. Current policy: kept as payment for the inspection work done
Returned unworked, free, if it comes to that
You go ahead and pay the balance
Credited in full against your total
Treated and returned
You'll never pay a return charge for a pair we send back unworked.
2 Your right to cancel
14
DAYS
Because you order from us online, you have the right to cancel your order within 14 days of placing it, without giving a reason.
When you pay your £5, you ask us to start work on your order during those 14 days: sending your postage, then receiving and inspecting your pair. If you cancel before you've sent your pair, or before we've inspected it, we'll refund that pair's £5 in full. If the treatment you chose turns out not to be suitable and you don't want the one we recommend, we'll also refund that pair's £5 in full. If you cancel after we've inspected it and confirmed its treatment, we'll keep the £5 as payment for the work already done, which is the cost of that first stage.
3 How to cancel
Tell us clearly that you want to cancel. You can:
You don't have to use the form. To meet the deadline, you only need to send your message before the 14 days run out. We'll confirm we've received it.
4 After you've paid the balance
Once you've paid the balance, we'll start your treatment, usually within 2 working days. If you cancel after paying the balance but before we've started work, we'll refund the balance in full. If we've already started, we'll refund the balance minus a fair amount for the work done. Once the treatment is finished, the right to cancel no longer applies, but your rights if something goes wrong (section 6) still do.
5 How refunds are paid
We refund to the card or payment method you used, within 14 days of agreeing a refund or receiving your cancellation. We don't charge a fee for refunds, and we'll confirm every refund by email. How long it takes to reach your account depends on your bank or card provider. It takes 3 to 5 business days for Wix Payments to process a refund and return funds to your customer's credit card or bank account.
6 If you're not happy with the result
If we haven't carried out your treatment with reasonable care and skill, tell us within 14 days of your pair arriving home, with photos. We'll put it right by redoing the work where that's possible or it makes sense, or by refunding some or all of what you paid. These are your legal rights under the Consumer Rights Act 2015, and this policy doesn't reduce them.
7 Model cancellation form
Complete and return this form only if you want to cancel your order.
To: STEPS CLEANING AND RESTORATION, 34 Hoylake Crescent, NG8 4PX, info@stepsnottingham.co.uk
I hereby give notice that I cancel my contract for the supply of the following service:
Order number:
Ordered on:
Name:
Address:
Date:
Signature (only if sending this on paper):
8 Questions
If you're unsure about anything, email info@stepsnottingham.co.uk before you cancel. We're happy to explain where your order is and what your options are.
Terms & Conditions → Terms 8. Changing your mind and cancelling → Terms 9. Paying the balance → Contact us →