Refund Policy

1. General Principles

• Service-Based Policy: As our core offering is professional service and labor, refunds are primarily issued where work has not commenced, or where a clear failure to meet the guaranteed standards has occurred and cannot be rectified.

• Customer Satisfaction: Southern Network is committed to addressing any issues promptly. Our primary goal is always to rectify unsatisfactory work according to our Safety & Compliance Guarantee (BS 7671 standards) before a refund is considered.

2. Eligibility for a Full Refund

A full refund may be provided under the following limited circumstances:

• Non-Commencement of Work: If a booking or deposit has been paid, but Southern Network is unable to commence the scheduled work due to circumstances within our control (e.g., technician unavailability, failure to procure agreed-upon standard materials) and a suitable rescheduling option cannot be agreed upon by the customer.

• Cancellation by Customer (Prior Notice): If the customer cancels a service booking with sufficient notice, typically 48 hours prior to the scheduled start time. Note: Deposits for special-order parts may be non-refundable, and this will be communicated at the time of booking.

3. Eligibility for a Partial Refund

A partial refund or credit may be considered in the following situations:

• Failure to Rectify: If the completed electrical work demonstrably fails to meet the BS 7671 standards (as guaranteed in our compliance commitment), and despite reasonable efforts by Southern Network to revisit and rectify the non-compliant elements, the issue persists. The refund amount will be calculated based on the cost component directly attributable to the non-compliant or failed portion of the work.

• Overcharge/Billing Error: If a clear error in invoicing or a duplicate charge is identified.

4. Non-Refundable Items/Circumstances

Refunds will not be issued in the following cases:

• Changes to Utility Bills: Refunds are not issued based on the customer’s failure to achieve specific utility bill savings, as the "Save Money" statement is guidance, not a guarantee (as stated in the Disclaimer).

• Disruption/Hassle: Refunds are not issued for standard or minimal disruption experienced during the completion of the service, provided Southern Network acted professionally and in accordance with the "Minimal Hassle" commitment.

• Customer-Supplied Parts: Labour charges for installing faulty or incorrect parts supplied by the customer are non-refundable.

• Cancellation (Late Notice): If the customer cancels with less than 48 hours notice, the initial deposit or a reasonable call-out fee may be retained to cover administrative costs and lost earnings.

5. Refund Process

1. Notification: The customer must notify Southern Network of a refund request in writing (email or letter) within 30 days of the completion of the service or the scheduled service date. The notification must detail the reason for the request and provide relevant documentation (e.g., copies of invoices, photos of the issue).

2. Assessment: Southern Network will investigate the request, which may include a mandatory site visit to assess the claim related to the quality of work.

3. Resolution: If a refund is approved, it will be processed using the original method of payment within 14 business days of the approval date.