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Your right to cancel

When you agree work with us in your own home, the law gives you 14 days to change your mind. Here is exactly how that works.

Almost every job we quote is agreed at your property rather than at business premises. In law that makes it an off-premises contract, and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel it.

You will be given this in writing, on paper or by email, before any work starts. This page is the same information, published so you can read it before you ring.

The right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period expires 14 days from the day the contract is entered into — that is, the day you agree to the work.

To exercise the right to cancel you must tell us of your decision to cancel by a clear statement. You can do that by:

You may use the cancellation form below, but you do not have to. Telling us plainly by any of the routes above is enough.

To meet the cancellation deadline, it is enough for you to send your message before the cancellation period has expired.

What happens when you cancel

If you cancel this contract, we will reimburse to you all payments received from you.

We will make the reimbursement without undue delay, and not later than 14 days after the day on which we are informed about your decision to cancel. We will use the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.

If you want us to start straight away

Most people who ring us have something that cannot wait 14 days — no power, an alarm sounding, a property left insecure. You are entitled to have the work started immediately, and here is what that changes.

If you asked us to begin performing services during the cancellation period, you must pay us an amount which is in proportion to what has been performed until you told us that you wish to cancel, in comparison with the full coverage of the contract.

So if you cancel halfway through a job you asked us to start early, you pay for the half that was done — not for the whole job, and not nothing.

Because that changes your position, the law requires your request to be given in writing. In practice we will send you a line to reply to, or you can write it on the quote and sign it. It takes a moment and it protects both of us.

If you did not ask us to start early, no work will begin until the 14 days have passed, and you can cancel in that time at no cost whatsoever.

Cancellation form

You do not have to use this. It is here because the regulations require us to make it available.

(Complete and return this form only if you wish to withdraw from the contract.)

To: Elite Electrical and Security Services, 51 Willow Way, Ellington, Morpeth, Northumberland NE61 5BQ
Email: enquiries@elitesecurityservices.co.uk

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service:

Ordered on [date]
Name of consumer(s)
Address of consumer(s)
Signature of consumer(s) (only if this form is notified on paper)
Date

[*] Delete as appropriate.

Things this does not cover

  • Goods made to your specification. If we order in something bespoke at your request, that item is not returnable once made.
  • Work you agreed at our premises, or entirely at a distance without any face-to-face meeting, is treated slightly differently in law — but we apply the same 14-day right either way, because arguing about which regulation applies is nobody's idea of a good time.
  • Contracts under £42 are outside these regulations. We will still give you your money back if you change your mind.

If something goes wrong

Tell us first — most things are sorted out with a phone call. If we cannot resolve it between us, you can contact the Citizens Advice consumer service, which can refer matters to Trading Standards. Your statutory rights under the Consumer Rights Act 2015, including the right to services carried out with reasonable care and skill, are not affected by anything on this page.

Before publishing: check the wording on this page against Schedule 3 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 on legislation.gov.uk, and copy the model instructions and model cancellation form verbatim. Failing to give this notice correctly is a criminal offence under regulation 19 and extends the cancellation period from 14 days to twelve months — this is not a page to paraphrase.

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