Refund & Cancellation Policy

This policy explains how refunds and cancellations work for services booked with VITOR BUILDERS LTD (Company No. 15320388), trading as "Vitor Builders". It sits alongside your project agreement and your statutory rights, which it does not affect.

1. Booking advance (12%)

To reserve your project and dates we take a 12% advance of the agreed project budget. This advance is deducted from your final invoice. It secures your booking and allows us to schedule labour and order initial materials.

2. Your right to cancel

• Within 14 days: If you are a consumer, you may cancel your booking within 14 days of paying the advance for a full refund, provided we have not yet started work or ordered materials specifically for your project at your request.
• If you ask us to start within the 14 days: where you request that work or material orders begin during the cancellation period and then cancel, we may retain a reasonable amount to cover work already done and any non-returnable materials or bespoke items already ordered.
• After work has started: cancellation terms follow your signed project agreement. You remain liable for work completed and materials supplied up to the cancellation date.

3. Refunds

• Approved refunds are made to the original payment method (card payments are refunded via Stripe).
• Refunds are processed within 14 days of us agreeing the refund.
• Deposits paid for bespoke, made-to-order or special-order materials may be non-refundable once those items have been ordered — we will always tell you before ordering.

4. Faulty or unsatisfactory work

Under the Consumer Rights Act 2015 our work must be carried out with reasonable care and skill. If something is not right, contact us and we will put it right. Nothing in this policy removes your statutory rights.

5. How to cancel or request a refund

Email contactus@freespeoples.shop or call +44 7882 759245 with your booking reference (it looks like VB-XXXXXX). We will confirm your cancellation and any refund due in writing.