Legal

Refund and Cancellation Policy

Effective date: 1 October 2026 · Last updated: 1 October 2026

Clear rules for cancelling, rescheduling and refunds across surveys, projects and care plans.

1. Overview

We want every client to feel confident booking with Roof Nestly. This policy explains how cancellations, rescheduling and refunds work for roof surveys, installation projects and garden care plans.

2. Roof surveys

Roof surveys are free. You can cancel or reschedule a survey at any time by phone, email or message. We simply ask for as much notice as possible so we can offer the time to someone else.

3. Cancelling an installation project

Once you have accepted a quotation and paid an advance, the following applies:

More than 7 days before the scheduled start and before materials are ordered: full refund of the advance.
After materials or plants have been ordered or prepared: refund of the advance minus the cost of materials, plants and custom fabrication already committed. Materials paid for will be delivered to you on request.
Within 48 hours of the scheduled start: refund minus committed costs and a reasonable charge for crew time already allocated, not exceeding 10% of the project value.
After work has started: payment is due for work completed and materials supplied up to the cancellation date.

4. Rescheduling

You may reschedule an installation once without charge if you give at least 72 hours’ notice. We may also reschedule because of heavy rain, extreme heat, unsafe conditions or access issues, in which case no charge applies and a new date is agreed with you.

5. Garden care plans

Monthly plans can be cancelled with 14 days’ notice before the next billing date.
Quarterly and annual plans paid in advance can be cancelled at any time; unused visits are refunded pro-rata, less any discount applied for paying in advance.
Individual visits can be rescheduled with 24 hours’ notice.

6. Plants and living materials

Plants are healthy when planted. If a plant installed by us fails within 30 days despite following our care guidance, we will replace it free of charge on our next visit. This does not apply to plants damaged by pets, pests outside our control, extreme weather, lack of watering or changes made by others.

7. Workmanship issues

If you notice a problem with our workmanship, please tell us promptly. We will inspect and, where the issue is covered by our 12-month workmanship warranty, repair or correct it at no cost. Repair is our first remedy; a partial refund may be offered where repair is not practical.

8. How refunds are paid

Approved refunds are processed within 10 working days to the original payment method, or by bank transfer or mobile financial service where the original method is not available. Any third-party transfer charges are borne by Roof Nestly.

9. How to request a cancellation or refund

Contact us with your name, project or plan details and the reason for your request. We will confirm receipt and explain the outcome in writing.

10. Contact

Email admin@roofnestly.com, call +880 9638-258133, or use the form on our Contact page.

Questions about this policy? Email admin@roofnestly.com, call +880 9638-258133, or use the form on our Contact page.