Building and construction projects move through clearly defined stages — survey and planning, materials and trade scheduling, on-site works, and handover. The way a cancellation or refund is handled depends on which stage the project has reached at the point you ask to cancel. This policy sets out the approach taken at each stage in plain language and should be read alongside the Terms of Service. References to "we", "us", and "our" mean APEX M LTD (Company No. 15220750).
1. Cancellation requests
A cancellation request must be made in writing — by email to the address on the Get In Touch page. The date the written cancellation is received is the date used to determine which stage the project is at and which provisions of this policy apply.
Where the project has not yet been instructed (i.e. you have asked for a proposal but have not accepted it), there is nothing to cancel and no refund is required. Survey fees paid for a paid Site Survey package are non-refundable once the survey has been carried out, as the work has been delivered.
2. Planning-stage refunds
If you cancel after accepting the proposal but before any materials have been sourced, before any sub-trades have been booked in, and before any on-site work has begun, you will receive a refund of the amount paid, less a planning-stage administration retention of up to 10% of the project price to cover the work already carried out on the survey, written proposal, programming, and scheduling.
The administration retention is shown explicitly in the refund calculation so that you can see exactly how the figure has been arrived at. Where the planning work involved was minimal (for example, a quick acceptance and immediate cancellation), the retention may be lower or waived at our discretion.
3. Materials purchased
Where materials have already been ordered or sourced for your project at the point of cancellation, the cost of those materials will be deducted from any refund. Wherever possible we will attempt to return the materials to the supplier; where a partial credit is received from the supplier this is passed back to you in full.
Where materials cannot be returned (custom-cut timber, made-to-order joinery, cut stone, bespoke kitchen carcasses, special-order tiles or sanitaryware, or any items the supplier will not accept back) the full cost of those materials will be deducted from the refund and the materials remain available for collection by you within 14 days of the cancellation.
4. Active projects
Once on-site works have begun, the project is treated as an active project. Cancellation of an active project will result in a refund only of the portion of the project price that corresponds to work not yet carried out, less any materials already used or installed and less any non-cancellable sub-trade or hire commitments already booked. Labour for work already completed will be retained in full.
Where an active project is cancelled mid-works for safety or property reasons, the working area will be left in a safe, secure, and weather-tight condition before we leave site. Any additional safety, propping, or making-good works required as a result of the mid-works cancellation will be invoiced separately.
5. Completion-stage disputes
If you are not satisfied with the finished work, please raise the issue at the documented handover so that it can be addressed in person and added to the snagging list. Issues raised after handover are dealt with in the first instance under the Complaints Policy.
Where the work is genuinely defective when measured against the agreed specification, APEX M LTD will rectify the defect at no additional cost within a reasonable timeframe. Where the work meets the agreed specification but does not match a preference you did not raise during the survey or proposal stage, this will not give rise to a refund — a written variation can instead be priced to make the change.
6. Statutory rights
This Refund Policy does not affect your statutory rights as a consumer under UK law, including under the Consumer Rights Act 2015. In particular, contracted services must be performed with reasonable care and skill, and any services that fall short of that standard will be put right at no additional cost.
7. Refund timelines
Approved refunds are processed back to the original payment method via Stripe within 7 working days of the refund being agreed. Stripe's own processing times mean that the refund may take a further few working days to appear in your account, depending on your card issuer.
Where a refund is being calculated against materials costs, sub-trade commitments, or work-in-progress, a clear written breakdown will be provided before the refund is processed.
8. Chargebacks
If you have a concern about a payment, please raise it with APEX M LTD directly so it can be resolved quickly. Initiating a chargeback through your card issuer before raising the concern directly will delay resolution and may incur additional fees that are passed on under the Terms of Service.
9. Subscriptions and recurring billing
APEX M LTD does not offer subscriptions, memberships, or recurring billing arrangements. There is therefore nothing to "cancel" in the subscription sense — each payment is a one-off charge for a defined project.
10. Contact
All cancellation and refund requests should be made in writing to stripeapexm@gmail.com or via the Get In Touch page. We aim to acknowledge any request within 2 working days and to confirm the refund position within 7 working days.