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Deposit refund calculator

When a homeowner cancels a job they agreed at home, by phone or online, work out whether they're still in the 14-day cancellation period, what you can keep for work already done, and what you must refund and by when. Based on the Consumer Contracts Regulations 2013.

When a homeowner can cancel

For a contract agreed in the customer's home or elsewhere away from your premises (an off-premises contract), or at a distance by phone, email or online, a consumer can cancel a service within 14 days after the day the contract is made (regulation 30). If you didn't give them the cancellation information, the period runs until 14 days after they receive it, or up to 12 months longer if they never do (regulation 31). Jobs agreed at your shop, office or yard don't have this right.

What you can keep

You must not start within the 14 days unless the customer asks, and for an off-premises contract the request must be on a durable medium such as paper or email. If they asked and then cancel, they pay an amount in proportion to what you supplied up to the time they told you, based on the total agreed price (regulation 36). If you didn't give the cancellation information, they pay nothing for work done in the cancellation period.

The refund

You must refund without undue delay, and no later than 14 days after the customer tells you they're cancelling. Use the same payment method unless they agree otherwise, and don't charge a fee (regulation 34).

Exceptions

The right to cancel doesn't cover goods made to the consumer's specifications or clearly personalised, or a visit the customer specifically asked for to carry out urgent repairs or maintenance, although extra work beyond the urgent repair is still covered (regulation 28). The regulations don't apply to the construction of new buildings (regulation 6). Outside these rules, a term making a consumer who cancels pay a disproportionately high sum may be unfair (Consumer Rights Act 2015, Schedule 2, paragraph 5).

Avoid disputes by giving the cancellation information with every quote. The terms and conditions template includes it. Get the early-start request in writing, and tie payments to work with the stage payment schedule. See also payment terms for trades.

Based on the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, checked 15 October 2026. Not legal advice.

Questions

Can a customer cancel a job and get their deposit back?

If they agreed the job at home, by phone or online, they can cancel within 14 days. You refund everything, minus a proportionate amount for work done if they asked you in writing to start early. You must have given them the cancellation information.

How long do I have to refund a cancelled job?

No later than 14 days after the customer tells you they're cancelling, by the same payment method, with no fee.

What if I didn't tell them about the right to cancel?

The cancellation period is extended by up to 12 months, and they pay nothing for work you did during the cancellation period.

Do emergency call-outs have a cancellation right?

Not for the urgent repair the customer specifically asked you to carry out. Extra work you sell on the visit is still covered.