Cancelling a project before HIC
If you change your mind before the Home Improvement Contract is signed, your build deposit is fully refundable. Tell your build advisor or planner; we process the refund within a few days.
If you change your mind about your project before the Home Improvement Contract (HIC) is signed, your £1,000 build deposit is fully refundable. We process the refund through the same payment processor that took the deposit; it usually reaches your account within a few days.
Steps
- Tell your build advisor or planner. A short message is enough. You don't need to give a reason.
- Confirm the bank details. We refund through the same payment route the deposit came through. If the card or account is no longer current, let us know.
- The refund is processed. Our finance team processes the refund into the same payment processor cycle. It usually shows up in your account within a few business days.
What happens to anything else you've paid
Any design fees you've paid for design work that's been delivered are not normally refundable — that work has been done. If you've paid materials fees for items that have been ordered, the refund depends on the supplier's policy and where the order is in the process.
Your build advisor will walk you through the specifics for your project. The article What we will and won't refund covers the broader question of refunds.
What if you've already signed the HIC?
If the HIC is signed but you're still inside the 14-day cooling-off period, you can withdraw under the cooling-off provision. The HIC is signed four weeks before break ground, so the cooling-off period sits in the first two weeks of that window — there's a clean two-week gap between the end of cooling-off and the start of work. The article Cooling-off — your 14-day right to change your mind covers this in full.
After the cooling-off period ends — or earlier, if you've made an express written request to start work sooner — the contract terms apply.
Coming back later
If you cancel and come back to us a few months or a year later, that's fine — you can pick up where you left off, or start fresh, depending on what's changed. We don't hold a grudge on a deposit refund.
Related articles
- What is the refundable build deposit?
- Cooling-off — your 14-day right to change your mind
- Signing your HIC and what to expect next