Consumer Cancellation Information

Who This Information Applies To

This information is relevant where you are contracting with Geoff Neal (Roofing) Limited trading as Neal Roofing as a consumer.

In broad terms, a consumer is an individual acting for purposes wholly or mainly outside that individual’s trade, business, craft or profession.

Statutory cancellation rights may apply where a qualifying Contract is concluded at a distance or away from our business premises, including in circumstances such as:

• online or through an electronic acceptance process;
• by email;
• by telephone; or
• during a qualifying off-premises transaction.

The statutory cancellation regime does not apply to every Contract in every circumstance. The nature of the Contract, the way it was concluded and any applicable statutory exception must be considered.

The Cancellation Period

Where the statutory cancellation right applies to a Neal Roofing service Contract, you will generally have 14 days in which to cancel.

For a qualifying service Contract, the cancellation period generally ends 14 days after the day on which the Contract is entered into.

Your quotation acceptance record and associated project documentation may record the date upon which the Contract was entered into.

How to Cancel

To exercise an applicable statutory right to cancel, you must inform Neal Roofing of your decision by a clear statement.

You may use the model cancellation wording provided later on this page, but you do not have to use that wording provided your communication clearly identifies the Contract and makes clear that you wish to cancel it.

We recommend retaining evidence of your cancellation communication for your records.

Asking Us to Start During the Cancellation Period

In some circumstances you may want Neal Roofing to begin providing a service before an applicable 14-day cancellation period has expired.

This may occur where, for example, you want an inspection, survey, preparatory service or roofing work to commence without waiting until the cancellation period has ended.

Any amount payable in those circumstances will be determined in accordance with the applicable statutory requirements, including the services actually supplied and the contractual price or other statutory basis for calculation.

Where the Service Has Been Fully Performed

The statutory right to cancel a qualifying service Contract can be lost where the service has been fully performed during the cancellation period and the statutory requirements for early performance have been satisfied.

This includes the consumer having made the required express request for performance to begin during the cancellation period and having acknowledged that the right to cancel will be lost once the service has been fully performed.

Urgent Repairs & Maintenance

Roofing defects can sometimes require urgent attention, particularly where there is active water ingress, storm damage, an unsafe element or an immediate risk of further damage to the property.

The statutory cancellation provisions contain an exception for certain contracts where a consumer has specifically requested a visit for the purpose of carrying out urgent repairs or maintenance.

That exception is limited. It does not automatically extend to additional services or goods supplied beyond what is reasonably necessary in response to the urgent request.

Deposits, Payments & Refunds

Payment of a deposit does not, by itself, remove a statutory cancellation right that applies to a consumer Contract.

Where you validly exercise an applicable statutory cancellation right, payments and any refund due will be dealt with in accordance with the applicable legislation.

Where you have made the required express request for services to begin during the cancellation period, Neal Roofing may be entitled to a proportionate payment for services properly supplied before cancellation, provided the statutory requirements have been satisfied.

Where the legal requirements permitting such a charge have not been satisfied, the statutory position may be different.

Any balance properly refundable will be returned in accordance with the applicable statutory requirements.

Cancellation After the Statutory Period

Expiry of an applicable statutory cancellation period is different from contractual termination after that period.

Once the statutory cooling-off period has expired, any subsequent right to terminate or bring the Contract to an end will depend upon the applicable Neal Roofing Terms, the accepted quotation, any project-specific contractual provisions and applicable law.

Depending upon the circumstances, sums may remain payable for work undertaken, materials or goods ordered or supplied, commitments reasonably incurred and other amounts properly due under the Contract.

Any amount claimed will remain subject to applicable consumer law, including requirements concerning fairness and the recoverability of losses resulting from cancellation.

Your Other Statutory Rights

Statutory cancellation rights are separate from your other rights as a consumer.

Nothing on this page or within Neal Roofing’s contractual documents is intended to exclude or restrict any statutory right or liability which cannot lawfully be excluded or restricted.

In particular, expiry or loss of a statutory cancellation right does not remove rights that may arise where services have not been carried out with reasonable care and skill or where other applicable requirements of consumer law have not been satisfied.

Model Cancellation Form

Where you have an applicable statutory cancellation right, you may use the following model wording to notify us of your decision to cancel. Use of this format is optional.