Cancellation
& Refunds

This policy applies to home styling consultation services provided by TANTON PROPERTIES LTD under a contract agreed remotely with a customer.

Our services are delivered through customer-submitted information and written communication. The completed work may include personalised styling recommendations, digital reports, colour references, furniture layout guidance and room-specific action plans.

This policy explains the circumstances in which a customer may cancel a service, how statutory cancellation rights operate, and how refunds are considered and processed.

Where a customer is a consumer entering into a qualifying distance contract for services, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally provide a 14-day cancellation period.

For a service contract, the cancellation period normally begins on the day after the contract is entered into. The customer does not need to give a reason for exercising this right.

To exercise the right, the customer must communicate their decision to cancel to us within the applicable cancellation period. A clear statement by email or post is sufficient; no particular wording is required.

Where the law requires additional information or a model cancellation form, we will provide the relevant information as part of the contract information supplied to the customer.

To cancel, please send a clear written statement to:

enquiries@tantonhomestyling.com

Please include, where available:

• Your full name.
• The email address used when arranging the service.
• The service name or a description of the consultation.
• The date the service agreement was made.
• A clear statement that you wish to cancel the contract.

You may also send your cancellation notice by post to our registered office address shown at the end of this policy.

We will acknowledge receipt where reasonably practicable. The cancellation notice takes effect in accordance with the applicable legal rules; it does not depend on our acknowledgement.

A customer may ask us to begin preparing a consultation before the end of the 14-day cancellation period. This requires an express request made by the customer.

We will not treat the placement of an order, the submission of photographs or the passage of time alone as an express request to begin during the cancellation period.

If you expressly request an early start and subsequently cancel within the statutory cancellation period, you may be required to pay an amount proportionate to the service actually provided up to the point you informed us of your decision to cancel, where permitted by law.

The amount will be calculated by reference to the agreed total service price and the proportion of the contracted service already performed. It will not automatically be the full service fee merely because preparation has begun.

Where a service is fully performed within the 14-day cancellation period, the statutory right to cancel may end before the cancellation period expires, but only where the applicable legal conditions have been met.

For this to apply, the customer must have expressly requested that the service begin during the cancellation period and acknowledged that the right to cancel would be lost once the contract had been fully performed.

We will seek the required express request and acknowledgement before commencing early performance where this legal arrangement is intended to apply.

If those requirements have not been satisfied, we will not assume that the customer’s statutory cancellation right has ended merely because digital materials have been prepared or sent.

Once the statutory cancellation period has expired, the automatic 14-day cancellation right will generally no longer apply, unless a different legal right or contractual arrangement is relevant.

If you wish to cancel after this period, please contact us as soon as possible. We will review the stage of the work, the agreed service terms and any applicable legal rights.

Where work has not yet started, we will consider whether the contract permits cancellation and what amount, if any, is properly due.

Where work has started or materials have been prepared, any amount payable or refundable will be assessed against the agreement, the work actually undertaken and applicable law.

We will not apply a blanket non-refundable rule where doing so would conflict with a customer’s statutory rights.

Where a refund is due, we will process it in accordance with the applicable legal requirements and the circumstances of the cancellation.

Refunds following statutory cancellation

Where the customer validly exercises the statutory right to cancel a service contract, we will refund payments received in accordance with the Regulations, subject to any lawful proportionate amount payable for services already provided following a valid express early-start request.

Unless the law permits otherwise or the customer has expressly agreed to another method, refunds will normally be made using the original payment method.

Refund timing

For a valid statutory cancellation, refunds will generally be made without undue delay and no later than 14 days after the day on which we are informed of the customer’s decision to cancel, subject to the applicable rules.

Other agreed refunds

Where a refund is agreed outside the statutory cancellation process, we will confirm the amount and expected processing arrangements in writing.

The time taken for the funds to appear in the customer’s account may depend on the payment provider or financial institution.

In some circumstances, we may be unable to proceed with an agreed consultation. If this occurs, we will contact the customer as soon as reasonably possible and explain the situation.

Where we cancel a service and cannot provide the agreed service, we will refund any amount paid for the service that has not been provided, subject to the applicable agreement and legal requirements.

If part of the service has already been provided, we will consider the work completed, the contractual arrangements and the customer’s statutory rights before determining the appropriate financial remedy.

Any alternative service arrangement or revised scope will require the customer’s agreement. We will not substitute a materially different service without consent.

Statutory cancellation rights are separate from a customer’s rights where a service is not provided in accordance with the contract or applicable law.

If you believe that a consultation has not been carried out with reasonable care and skill, or that an agreed element has not been supplied, please contact us with details of the concern.

Depending on the circumstances, the customer may be entitled to request repeat performance or an appropriate price reduction under the Consumer Rights Act 2015. The remedy available will depend on the facts and the applicable statutory conditions.

Please refer to our Complaints Policy for the process for raising and reviewing service concerns.

Our consultation services are delivered digitally. This policy does not establish a process for returning physical products, furniture or decorative goods because such items are not supplied as part of the services described on our website.

Our services also do not include purchasing goods on behalf of customers, renovation, construction, installation, furniture assembly or on-site property work.

Nothing in this policy excludes, restricts or replaces any statutory right or remedy that cannot lawfully be excluded or restricted.

To submit a cancellation notice or ask a question about a refund, please contact us using the details below.