Refund Policy

LA HOMES

REFUND AND CANCELLATION POLICY

Last Updated: 18 October 2026

1. Introduction

At LA Homes, we are committed to providing professional, reliable and high-quality property services. Customer satisfaction is important to us, and we aim to handle all refund and cancellation requests fairly, transparently and in accordance with applicable UK consumer protection laws.

This Refund and Cancellation Policy explains the circumstances in which customers may request a refund, cancel a booking, reschedule an appointment or terminate an ongoing service agreement.

This policy applies to services booked through our website, by telephone, by email or through other authorised communication channels.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable legislation.

2. Company Information

Business Name: LA Homes
Website: lahomes.store
Email: info@lahomes.store
Telephone: 020 8640 9598
Registered Office: 20–22 Wenlock Road, London, N1 7GU
Company Registration Number: 11759777

3. Services Covered by This Policy

This policy applies to the property and construction services provided by LA Homes, including:

Construction project management
Property renovations and refurbishments
House extensions and loft conversions
General building and construction
Plumbing and heating services
Electrical installations and repairs
Gas engineering
Carpentry and joinery
Roofing
Painting and decorating
Plastering, flooring and tiling
Kitchen and bathroom installations
Window and door fitting
Landscaping
Demolition and site clearance
Cleaning and handyman services
Property maintenance
Monthly and annual property service subscriptions

The terms applicable to a particular service may also be set out in its quotation, booking confirmation or written contract.

4. Customer Cancellation Rights

Customers may request cancellation by contacting LA Homes using the contact details provided in this policy.

Your cancellation rights depend on the nature of the service, how the contract was entered into and whether work has already started.

For qualifying consumer contracts entered into online, by telephone or away from our business premises, a statutory 14-day cancellation period may apply.

Where the statutory right applies, the cancellation period for a service contract generally begins on the day after the contract is entered into and lasts for 14 days.

Certain exceptions may apply, including specific urgent repair and maintenance arrangements.

Customers will receive the cancellation information required by law before entering into an eligible contract.

5. Cancelling Before Work Begins

Customers may request cancellation before the agreed commencement date.

Where a statutory cooling-off right applies and is exercised within the relevant period, we will provide the refund required by law.

Outside any applicable statutory cancellation period, LA Homes may deduct reasonable costs or losses arising from cancellation where the contract and applicable law permit.

These may include appropriately incurred costs for:

Specially ordered materials
Agreed preliminary work
Completed design or planning services
Non-recoverable third-party charges
Reasonable administrative or scheduling losses

We will not automatically retain an entire deposit or charge a fixed cancellation penalty without considering whether the amount is fair and legally enforceable.

6. Cancelling After Work Has Started

If a customer requests cancellation after work has commenced, LA Homes will assess the request according to the contract and applicable law.

Where a customer has expressly requested that services begin during an applicable statutory cooling-off period, a proportionate charge may be payable for services supplied before cancellation, provided the statutory requirements have been satisfied.

Outside the statutory cooling-off period, reasonable payment may be due for completed work and other recoverable contractual costs.

We will provide an explanation of any deductions and refund any balance owed.

Where cancellation results from a breach of contract by LA Homes, the customer's statutory remedies remain unaffected.

7. Deposits and Advance Payments

Certain services may require a deposit or advance payment to secure an appointment, reserve resources or purchase materials.

The amount and purpose of the deposit will be communicated before the customer accepts the booking.

Deposits are not automatically non-refundable.

Refund eligibility depends on:

Applicable statutory cancellation rights
The agreed contractual terms
Whether work has commenced
Whether materials have been purchased
Whether reasonable costs have been incurred
The reason for cancellation

Where a refund is due, LA Homes will return the appropriate amount in accordance with applicable law.

8. Construction and Renovation Projects

Construction projects may involve substantial planning, procurement and resource commitments.

Where a customer cancels a renovation, extension, refurbishment, new build or other construction project, LA Homes will assess the financial position based on the contract.

This may include the value of work properly completed, agreed variations and reasonable costs or losses recoverable under the contract and applicable law.

Any applicable retention, termination or final-account arrangements will be addressed under the relevant agreement.

Customers will not be charged for work that has not been performed unless a lawful contractual entitlement to recover relevant costs or losses exists.

9. Project Management Services

Refunds for project management services will depend on the agreed appointment and the services performed.

Where project management work has already been completed, the corresponding fees may remain payable, subject to statutory cancellation rights and any breach of contract.

If a customer cancels before services begin, any refund will be calculated in accordance with the applicable cancellation provisions.

Where LA Homes fails to provide services with reasonable care and skill, customers may be entitled to statutory remedies.

10. Emergency Call-Outs

Emergency services may include urgent plumbing, electrical, heating or other property repairs.

Customers will be informed of applicable call-out charges before confirming a booking wherever reasonably practicable.

A statutory cancellation exception may apply to certain urgent repairs or maintenance specifically requested by a consumer.

However, this exception does not automatically apply to unrelated additional services or goods.

If an engineer or contractor attends and provides an agreed service, reasonable charges may be payable.

Where an appointment is cancelled before attendance, any cancellation charge must be contractually justified and legally permissible.

11. Missed Appointments and Failed Access

Customers are responsible for providing access to the property at the agreed appointment time.

Where access is unavailable, LA Homes may need to reschedule the service.

A reasonable failed-access charge may apply where it was disclosed before booking and is permitted by law.

Charges will reflect the circumstances and will not be used as unfair penalties.

12. Rescheduling Services

Customers who wish to reschedule an appointment should contact LA Homes as soon as possible.

We will make reasonable efforts to accommodate alternative dates, subject to availability.

Where rescheduling creates additional costs, we will explain any proposed charges before confirming the revised arrangements.

13. Cancellations by LA Homes

LA Homes may occasionally need to cancel or postpone services due to circumstances such as:

Staff or contractor unavailability
Significant safety concerns
Severe weather
Material shortages
Unexpected operational disruption
Events outside our reasonable control

Where we cannot provide a service that has been paid for, customers will be entitled to the appropriate refund or other remedy under the contract and applicable law.

We will communicate cancellation or rescheduling arrangements as promptly as reasonably possible.

14. Refunds for Unsatisfactory Services

LA Homes aims to provide services with reasonable care and skill.

Under the Consumer Rights Act 2015, consumers may be entitled to remedies where services do not meet the required legal standards.

Depending on the circumstances, these remedies may include:

Repeat performance
Repair or correction of defective work
An appropriate price reduction
A refund where legally required
Other available legal remedies

Customers should contact us with details of any concerns.

We may arrange an inspection to assess the reported issue.

Nothing in this policy requires customers to surrender their statutory rights or accept an inadequate remedy.

15. Materials and Special Orders

Certain projects require materials ordered specifically for a customer's requirements.

Refund rights relating to materials depend on the type of contract, whether the materials are standard or genuinely personalised, and the applicable legislation.

Where a statutory cancellation right applies, we will comply with the relevant requirements.

Outside those rights, reasonable and properly disclosed costs relating to special orders may be recoverable where permitted by law.

The fact that materials have been ordered does not automatically remove all cancellation rights.

16. Monthly Subscription Refunds

LA Homes may offer monthly subscription packages for specified property services.

Monthly subscriptions may renew automatically according to the terms agreed when the customer subscribes.

Customers may request cancellation through the methods identified in their subscription agreement.

Unless a different arrangement is required by law or expressly agreed, cancellation will normally prevent further renewal charges after the current paid billing period.

Refunds for the current billing period will depend on the subscription terms, services supplied and applicable statutory rights.

Customers will receive any refund required by law, including where an applicable cancellation right is exercised.

17. Annual Subscription Refunds

Annual subscriptions may be billed in advance and renew every 12 months where automatic renewal has been agreed.

Customers may cancel renewal in accordance with the subscription agreement.

Where cancellation takes effect at the end of the current annual term, access to included services will ordinarily continue until that term ends.

A refund for an unused portion of an annual subscription is not automatically guaranteed outside applicable statutory rights or agreed refund provisions.

Where a refund is legally required, LA Homes will provide it.

Any special subscription cancellation rights introduced or brought into force under applicable legislation will also be respected.

18. Automatic Renewals and Recurring Payments

Where LA Homes offers automatically renewing subscriptions, the renewal arrangements will be explained before the customer subscribes.

This will include relevant information about:

Subscription charges
Billing frequency
Renewal dates
Cancellation methods
Applicable notice periods
Refund entitlements

LA Homes will provide renewal reminders and other information where required by the legislation in force.

Customers will not be charged for a renewal that has been validly cancelled.

19. Refund Processing Times

Where a refund is approved or legally required, LA Homes will process it within the applicable statutory timeframe.

For qualifying cancellations under the Consumer Contracts Regulations 2013, refunds are generally due within 14 days after we are informed of the cancellation, subject to the rules applicable to the contract.

Other refunds will be processed within a reasonable period.

Refunds will normally be made through the original payment method unless another method is expressly agreed.

The time taken for funds to appear in the customer's account may depend on the payment provider.

20. How to Request a Refund

Customers wishing to request a refund should contact:

Email: info@lahomes.store
Telephone: 020 8640 9598

Please provide:

Your full name
Contact information
Booking or invoice reference, if available
The service purchased
The payment date
The reason for the refund request
Relevant supporting information

We will review the request and respond within a reasonable timeframe.

We may request additional information where necessary to investigate the matter.

21. Refund Disputes and Complaints

If a customer disagrees with a refund decision, they may submit a complaint to LA Homes.

We will review the circumstances, relevant contractual terms and applicable statutory rights.

We aim to resolve complaints fairly and professionally.

Customers retain the right to seek independent advice or pursue legal remedies where appropriate.

22. Business Customers

Different contractual arrangements may apply to business customers purchasing services for commercial purposes.

Refunds, cancellation charges and termination payments for business-to-business contracts will generally be governed by the agreed contract and applicable law.

Consumer-specific statutory rights do not automatically apply to commercial customers.

Nothing in this section excludes rights or remedies that cannot lawfully be restricted.

23. Fraudulent or Incorrect Payments

Customers who believe they have been charged incorrectly should contact LA Homes promptly.

We will investigate reported duplicate payments, billing errors and unauthorised transactions.

Where an incorrect charge is confirmed, we will arrange an appropriate correction or refund.

Customers may also have separate rights through their bank or payment provider.

24. Changes to This Policy

LA Homes may update this Refund and Cancellation Policy to reflect changes in legislation, business practices or services.

The latest version will be published on our website.

Changes will not retrospectively remove contractual or statutory rights that customers already hold.

Where notice or agreement is legally required, we will comply with those requirements.

25. Governing Law

This Refund and Cancellation Policy is governed by the laws of England and Wales.

Nothing in this policy restricts mandatory consumer protection rights or any entitlement to bring proceedings in another jurisdiction where applicable law permits.

26. Contact LA Homes

For refund enquiries, cancellations, complaints or further information, please contact:

LA HOMES

Website: lahomes.store
Email: info@lahomes.store
Telephone: 020 8640 9598

Registered Office:
20–22 Wenlock Road
London
N1 7GU
United Kingdom

Company Registration Number: 11759777

At LA Homes, we are committed to delivering reliable property services and handling refund requests with fairness, transparency and professionalism.