ELUVO Ltd Trading name: ELUVO Climate Solutions
Company number: 17279172
Registered office: 64 Lancaster Road, Yate, BS37 5SX
Registered in England and Wales
Website: www.eluvo.co.uk
Main telephone: 0117 463 6768
Mobile / WhatsApp: 07724 392983
General enquiries: hello@eluvo.co.uk
Bookings: bookings@eluvo.co.uk
Support / complaints: support@eluvo.co.uk
Accounts / payments: accounts@eluvo.co.uk
Last updated: 7 July 2026

Contents

  1. Who we are
  2. When this policy applies
  3. Your consumer cancellation rights
  4. How to cancel
  5. If you ask us to start work during the 14-day cancellation period
  6. When cancellation rights may be lost or reduced
  7. Deposits and refunds
  8. Installation bookings and special-order materials
  9. Missed appointments and short-notice cancellations
  10. Emergency and urgent work
  11. Maintenance plans
  12. Business customers
  13. Refund timing
  14. Changes to this policy
  15. Contact details
  16. Appendix A. Cancellation Form
  17. Appendix B. Express Request to Start Work During the Cancellation Period
  18. Appendix C. Short website summary
  19. Appendix D. Implementation checklist for the website

1. Who we are

This Cancellation Policy applies to services supplied by ELUVO Ltd, trading as ELUVO Climate Solutions. We provide domestic and light commercial climate and heating services, including boiler installation, boiler servicing, boiler repairs, heating work, air conditioning installation, air conditioning servicing, heat pump work, maintenance plans, surveys, inspections, diagnostics and related customer support.

This policy should be read together with our Terms and Conditions of Business and Privacy Policy.

2. When this policy applies

This policy applies where you book, request, accept or purchase services from ELUVO, including by website form, online booking, telephone, email, SMS, WhatsApp, ServiceM8, home visit, survey, quotation acceptance or payment of a deposit.

Different cancellation rules may apply depending on whether the contract is made online, by phone, by message, at your home, at our business premises, or after urgent/emergency attendance.

3. Your consumer cancellation rights

If you are a consumer and your contract with us is made online, by phone, by email, by WhatsApp, by SMS, or away from our business premises, you may have a legal right to cancel within 14 days without giving a reason.

For service contracts, the 14-day cancellation period usually starts from the day after the contract is formed, for example when you accept a quotation, confirm a booking, sign an agreement, or pay a deposit.

You may not have the same automatic cancellation right if the contract is made at our business premises or if an exception applies.

4. How to cancel

To cancel, you must tell us clearly that you wish to cancel. You can do this by email, WhatsApp, SMS, post, or by using the cancellation form in Appendix A.

Your cancellation notice should include your name, property address, booking date, quotation or invoice reference if known, and a clear statement that you wish to cancel.

5. If you ask us to start work during the 14-day cancellation period

You may ask us to start work before the 14-day cancellation period ends. For example, you may need a boiler service, diagnostic visit, repair, survey, installation preparation, ordering of parts, or an urgent heating, cooling or hot-water service.

If you ask us to start work during the cancellation period and then cancel, you may have to pay for work already carried out and reasonable costs already incurred up to the time you cancel.

This may include labour, diagnostic time, survey time, administration, design or technical preparation, supplier charges, collection or delivery costs, non-returnable materials, restocking charges, and any work already completed.

Important: Before we start non-emergency work during the cancellation period, we may ask you to confirm an express request to start work. A suggested wording is included in Appendix B.

6. When cancellation rights may be lost or reduced

Your right to cancel may be lost, reduced, or affected where:

  • the service has been fully completed within the cancellation period after you expressly requested early performance and acknowledged that cancellation rights may be lost once the service is fully completed;
  • we have supplied urgent repairs or emergency maintenance that you specifically requested;
  • goods, parts, appliances or materials have been made to your specification, are bespoke, are special-order, are non-returnable, or cannot reasonably be resold;
  • you cancel after we have already supplied part of the service and reasonable costs have been incurred;
  • you fail to provide access or cancel at short notice after labour or materials have been allocated.

Nothing in this policy removes your statutory rights.

7. Deposits and refunds

We may ask for a deposit or booking payment before confirming work, ordering materials, reserving dates, or starting installation preparation.

If you cancel, we will review any refund fairly. We may deduct reasonable costs already incurred, including supplier costs, materials ordered, collection or delivery costs, restocking charges, administration, survey, design or preparation time, labour already allocated, and work already carried out.

If the amount you paid is more than the reasonable costs incurred, we will refund the balance. If the reasonable costs incurred are more than the amount already paid, we may invoice you for the difference where legally permitted.

8. Installation bookings and special-order materials

Boiler, air conditioning and heat pump installations often require equipment, parts and materials to be ordered for a specific property. These may include appliances, flues, filters, controls, refrigerant pipework, brackets, electrical parts, cylinders, pumps, valves, specialist fittings or access equipment.

If you cancel after such items have been ordered, we may deduct or charge reasonable costs for non-returnable items, supplier charges, delivery costs, collection costs, restocking fees and administration time. We will not charge more than is reasonable in the circumstances.

9. Missed appointments and short-notice cancellations

If you miss an appointment, fail to provide access, cancel at short notice, or the property is not ready for work, we may charge a reasonable call-out, cancellation, waiting-time, parking, travel, or lost labour charge.

Examples include no one being present at the agreed time, keys not being available, unsafe access, blocked work areas, unavailable parking that was agreed as necessary, lack of electricity/water/gas access, or failure to disclose restrictions that prevent the work from proceeding.

10. Emergency and urgent work

If you request urgent or emergency attendance, you agree that we may begin work before the cancellation period expires. Depending on the circumstances, your cancellation rights may be limited for urgent repairs or emergency maintenance that you specifically requested.

If we attend and the issue cannot be fixed during the first visit, you may still be charged for attendance, diagnosis, temporary repairs, parts used, and reasonable time spent.

11. Maintenance plans

If you purchase a maintenance plan, your cancellation rights and ongoing termination rights will be set out in the plan terms. The 14-day cancellation period may apply where the plan is purchased online, by phone, by message, or away from our business premises.

If you cancel after receiving discounted work, a service visit, priority support, or other benefits, we may deduct or charge a reasonable amount for benefits already supplied, where legally permitted.

12. Business customers

If you are a business customer, landlord acting in the course of business, managing agent, property investor, developer, or commercial client, consumer cancellation rights may not apply. Cancellation terms will be governed by our quotation, contract, service agreement and Terms and Conditions of Business.

13. Refund timing

Where a refund is due, we will process it within a reasonable time using the original payment method where practical. Refund timing may depend on bank processing, card provider processing, supplier returns and confirmation of costs incurred.

14. Changes to this policy

We may update this Cancellation Policy from time to time. The version that applies to your booking or contract is the version in force when you accepted the quotation, confirmed the booking, signed the agreement, or paid the deposit, unless we agree otherwise in writing.

15. Contact details

Appendix A. Cancellation Form

You can use this form to cancel a qualifying consumer contract. You do not have to use this form, but your cancellation request must be clear.

Cancellation notice wording

“To ELUVO Ltd, 64 Lancaster Road, Yate, BS37 5SX. Email: support@eluvo.co.uk. I/we hereby give notice that I/we cancel my/our contract for the supply of the following service: [insert service]. Ordered on: [insert date]. Customer name: [insert name]. Property address: [insert address]. Customer signature if sent on paper: [signature]. Date: [date].”

Appendix B. Express Request to Start Work During the Cancellation Period

This wording can be used in a website checkbox, quotation acceptance flow, ServiceM8 form, email confirmation, SMS, WhatsApp message, or signed document before starting non-emergency work during the cancellation period.

Suggested express request wording

“I request ELUVO to start the agreed work before the end of any 14-day cancellation period. I understand that if I cancel after work has started, I may have to pay for work already carried out and reasonable costs already incurred. I also understand that if the service is fully completed during the cancellation period after my express request, I may lose the right to cancel that service.”

Appendix C. Short website summary

This short text can be placed near booking forms, quote acceptance pages, or payment pages:

Short website cancellation notice

“If you book with ELUVO online, by phone, by email, by WhatsApp, or away from our business premises, you may have a 14-day cancellation right. If you ask us to start work during this period and then cancel, you may need to pay for work already carried out and reasonable costs already incurred. Please read our Cancellation Policy and Terms and Conditions before confirming your booking.”

Appendix D. Implementation checklist for the website

  1. Add a footer link: Cancellation Policy.
  2. Add this policy at /cancellation-policy.
  3. Add a short cancellation notice below booking, quote and deposit-payment forms.
  4. Add a required checkbox for express request to start work within 14 days when early work is requested.
  5. Store the customer acceptance timestamp, IP/device information where appropriate, quote reference and wording accepted.
  6. Send the customer a durable copy of the accepted quotation, cancellation notice and Terms and Conditions by email or another format they can save.
  7. Connect cancellation requests to support@eluvo.co.uk and booking-management workflow.
  8. Review the wording with a qualified legal adviser before relying on it for high-value installations or finance-funded projects.

This document is a business template for website use and should be reviewed by a qualified legal adviser if ELUVO requires formal legal sign-off.